PROFESSIONAL SUMMARY:

• Over 8 years of IT experience with Expertise in ServiceNow technical implementation of ServiceNow modules such as Change/Incident/Problem/Knowledge, IT Business Management and service portal.
• Evaluated Assignment Rules, Data Lookup definitions, Order guides, Dictionary Overrides and used Glide Scripting, Client and Server - side scripting for creating
• Experience working with UI Actions, Business Rules, Client Scripts, UI Policies, UI Scripts, UI Pages, Script Includes, ACL's etc.,
• Developed various Transform maps to import data into ServiceNow and loaded data through various data sources, flat files and through web services.
• Experienced in importing Users and Groups using LDAP configuration, MID server configurations.
• Understanding of ITOM and ITBM implementation suite.
• Stimulated system security by using Access Control Lists (ACL) and implemented Service level agreements (SLA) and configured SLA notifications based on the SLA stages.
• Configured Email Notifications and Scripting Inbound Email activities using triggering conditions.
• Achieved Email Integration and External Web Services Integration using Endpoint and WSDL (REST and SOAP) in ServiceNow.
• Precisely developed ServiceNow reports, and advanced reporting using Performance analytics and build custom PA dashboards and Key Performance Indicator (KPI’S) reports.
• Experience in Service Mapping and good knowledge with Discovery set up and Orchestration using automated workflows for user Onboarding/off boarding.
• Possess high tech knowledge in Implementing Single Sign On (SSO) using SAML, LDAP, Windows AD Azure.
• Collaborated in SDLC processes, immense knowledge of Requirement Gathering, Scrum, Sprints, Sprint Planning, Stories, UAT, Retrospective meetings.
• Successfully achieved upgrade versions, upgrade monitor, upgrade plan, cloning and clone scripts.
• Executed Automated Test Framework (ATF), enabled Tests, Test Suites, Scheduling Tests on non-production instances.
• Maintained the integration of database and CMDB through the MID Server, Schedule jobs, Import Sets and Transform maps.
• Compatible with building custom widgets amp; pages creation, UI Pages and Service portal configuration.
• Worked on Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting, Web Service integration, SCRUM, Incident, Problem, and Change.

TECHNICAL SKILLS:

Tools: Service-now, IDE Eclipse, IBM Cognos, IBM Data studio, TableauLanguages: C,C++, Java, SQL, JavaScript, HTML, XML, CSS.

Frameworks: ITIL, AngularJS

Documentations: COBIT-5, SLA, OLA, SLM

Databases: DB2, MS Access, Oracle.

Operating Systems: Windows 95/98/NT/2000/XP, LINUX.

M thodologies: Agile, SDLC, Waterfall, SCRUM.

Communication Tools: Slack

EXPERIENCE:

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Designed and developed technical solutions that are developed on the ServiceNow platform. This will include assisting with administration, development, documentation, and technical support of the platform.
• Implemented Idea Portal SPM portal for Business Requirements
• Created multiple Catalog Items using JavaScript/ HTML, CSS, AJAX supported by UI policies, Client scripts, script includes and custom workflows.
• Provided software configurations and customizations including, but not limited to: Service Catalogs, CMDB, workflow administration, data imports, integration, custom scripting, and third-party software integrations.
• Implemented, customized, and maintained ITSM modules (Incident, Problem, change).
• Worked on different server-side and client-side logic using ServiceNow API methods including, but not limited to background scripts, fix scripts, business rules, Client Catalog Scripts, UI Policies, UI Actions, script includes, inbound email action scripts etc.
• Solved multiple issues and irregularities in the ITOM module including Mid Server maintenance and Discovery maintenance.
• Obtaining and analyzing business requirements and developing technical/function requirements.
• Worked on development, design, and roll out of new applications modules, workflows, and catalog requests.
• Used Query builder to generate query results of CI generated by the query to resolve CMDB issues.
• Maintain the CMDB Health by runningcompleteness, compliance and correctness jobs and Remediate Orphan, Duplicate, Stale CI’s.
• Developed transform maps to import data from a data file or though inbound request.
• Used Discovery module to Insert and update the CI’s in CMDB.
• Develop Client scripts and server scripts including, but not limited to business rules, Client Catalog Scripts, UI Policies, UI Actions, and script includes.
• Created REST API messages for software integrations.
• Migrated changes across various environments in ServiceNow using Update Set.
• Worked on integration between 3rd party system by consuming REST API calls with POST, GET methods according to the requirement.
• Migrated Data using import sets and transforms maps from external applications (Excel, CSV etc.).
• Created demand tasks, such as an initial feasibility review, cost estimate, and effort estimate, to delegate activities to specialized resources or groups.
• Experience in setting up Mid servers and scheduling discovery to detect and identify Hardware and software assets of the organization.
• Created Dashboards for the users and groups with restrictions implemented for different groups using reports.
• Created Automated Tests and Suites for forms as well as modules for a smooth upgrade process.
• Executed Test Suites and Test cases to check functionality and report defects.
• Determine methods and procedures on new assignments with direct guidance.

Confidential, NY

ServiceNow Consultant

Responsibilities:

• Involved in all phases of the project gathering business requirements, translating business requirements into technical specifications and development, testing and deployment.
• Worked with GRC business continuity module and other security aspects.
• Experienced in platform upgrades from Madrid to Rome.
• Designed Technical Design Documents and Functional Design Documents.
• ServiceNow instance setup, configured and customized according to business requirements. Involved in designing Service Portal from scratch.
• Implemented CSM portal to support the business needs. Also understanding the customer requirements to improve the user experience.
• Worked on various Process of ITIL like Incident management, Change management, and Problem management, User Administration, Asset management and Reporting and Service Portal.
• Used Out of the box widgets and pages made the necessary script changes to fit the user requirement.
• Hands on experience in design, implement, and manage the integration of the CMDB with other systems that receive CMDB data
• Developed and managed transforms maps for bulk updates to the CMDB.
• Integrated SCCM to import the CIs into CMDB using incremental and full data import with the help of transform map to load and map the fields to the table.
• Worked on Custom Pages and Widgets in service portal based on the requirement
• Created Catalog Client scripts, Catalog UI policies and flow designer for the new service catalog requests developed for new employee hire on boarding request.
• Creating various workflows for Incident Management, Change Management, Cost Management, Service Requests and SLA's.
• Used Import sets and Transform maps to import User and Asset data.
• Used JavaScript to create Business Rules, Client Scripts, functions, UI Policies and UI Actions based on business requirements.
• Used Script Include to Store Custom Functions and called them from Server-Side Scripting.
• Experience working in Legal service request and Contract Management.
• Creating and Managing Inbound Email actions for multiple IT departments and groups.
• Worked with HTML and CSS to change the UI look and feel of the service portal
• Worked with Help the help desk tool& trained users to use it in Service Now to fetch the CI related information and load in CMDB.
• Created Schedule Reports to be delivered weekly, monthly using Email Notifications.

Confidential, NYC, NY

ServiceNow Consultant

Responsibilities:

• Collaborated in SDLC processes, immense knowledge of Requirement Gathering Scrum, Sprint Planning, Stories, UAT, Retrospective meetings.
• Customizing and developing for the ServiceNow Platform and Widget using JavaScript, CSS, HTML and other web-based scripting.
• Update and development of ServiceNow applications, modules Business rules, email notifications, UI Pages, UI Macro, Scheduled Jobs, Script Includes, Events, SLA Forms, Reports, ACLs.
• End-to-End Development and Customization Incident, Problem, Knowledge Change management, CMDB, Asset Management, Product/Software Catalog- per ITIL processes and policies.
• Have good knowledge on System UI, System Properties, and System Update Sets.
• Created Record producer, Order guides and custom widget for service portal.
• Experienced in automating IT Services with Record Producers, Order Guides, Workflows and Orchestration in Service Catalog Management.
• Worked on integration between 3rd party systems by consuming REST API calls with POST, GET Methods per the requirement.
• Experience in migrating the changes across various environments in ServiceNowusing Update Set
• Successfully achieved upgrade versions, upgrade monitor, upgrade plan, cloning and clone scripts.
• Executed Automated Test Framework (ATF), enabled Tests, Test Suites, Scheduling Tests on non-production instances.
• Demonstrated enable and disable actions to the Automated Test Framework (ATF), updated retention policies, move tests between sub production instances.
• Allocated control user access to the Automated Test Framework and created custom test step configurations and step environments.
• Optimized cloud resources using cloud management, established storage capacity and resources, integrated service catalog with cloud resources using REST API.
• Used ACLs for securing and providing the right access to right person/role.
• Created several Database Views, UI Views.
• Created Update Sets to migrate customizations from one instance to another instance.
• Documenting the code and operation procedures for ServiceNow platform
• Worked on article versioning for knowledge articles.
• Executed Automated Test Framework (ATF), enabled Tests, Test Suites, Scheduling Tests on non-production instances.

Confidential, Atlanta GA

ServiceNow Developer/Admin

Responsibilities:

• Created Applications, Modules, tables, Columns as per the requirement specification in ServiceNow.
• Worked with Requirement Analysis, preparing effort estimation, Designing, Development, Testing and Code review.
• Worked with Continuous Implementation of Service Desk (Incident & Problem Management), Service Request Management, Change and Asset Management (ITAM) and CMDB tools to better align with ITIL.
• Created multiple business rules on different tables for data base interaction by using script includes where necessary.
• Worked on creating scheduled script or data cleanup on custom tables periodically, triggered workflow and events.
• Developed script on client side and server side for business rules, UI Policies, UI Actions, and UI Macros & Script Include.
• Configured Service portal with search sources and loaded dynamic page titles using SEO functionality.
• Worked on portal widgets, portal pages and angular templates.
• Configured inbound email actions to process the data using import sets and transform maps.
• Skilled in application automation using workflow and flow designer on catalog items and custom tables for complex approval process and integrations.
• Experienced in integrating ServiceNow with Web services (SOAP and REST)
• Worked on CMDB in defining new classes and defining relationships to report the outages on associated CI’s using Incident communication management.
• Hands in experience with Service Portal, Performance Analytics, GRC, CMDB, Discovery, Event Management, Custom applications, Asset Management, Knowledge Management, Demand Management, Resource Management.
• Worked on Upgrade process with proper documentation and reviewing the skipped updates and feature changes from Jakarta to London.
• Managed all aspects of the Service Catalog application, including scripting functions such as creating UI macros, Business rules and UI pages.
• Created views for different table forms and defined view rules for specific customers.
• Worked on interceptors for knowledge management to make user choice when creating a knowledge article.
• Generated reports created dashboards for different customers to view the workload with respect to different tables they interact within ServiceNow.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Experience in working with UI macros using Jelly Script.
• Extensive experience in Access Control Lists (ACLs).
• Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script.

Confidential, Stamford, CT

ServiceNow Admin/Developer

Responsibilities:

• Worked with stakeholders in requirement gathering, defining work structures and best practices for implementation.
• Streamlined the work intake process for ServiceNow team by working on scoped application process with user, developer and process owner approval before implementation happens.
• Involved in sprint planning, user stories creation, defining estimates, developing and UAT.
• Experience developing ServiceNow applications from business requirements and technical design documents.
• Worked on scoped application by defining cross scoped privileges, notifications and email scripts.
• Defined Archive rules/policies for different tables to make sure the tables is not overloaded with history data and not impact any performance.
• Worked on system properties and provided user the ability to modify the hardcoded information to change underlying functionality.
• Worked on catalog form creation, record producers and order guides with complex workflow approval process.
• Expertise in creating visualizes report/Dashboard, schedule report.
• Gained knowledge in areas such as impact analysis, asset management and configuration management by using CMDB.
• Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions.
• Involved in Self-service portal designing, development of Home Page, Place Order for Service Catalog, Knowledge base, creating a service tickets, Alerting users on Outages.
• Created new service Catalog items, order guides, record producers and modifying the existing ones as per user needs.
• Involved in update set deployment during off hours to make sure no production issue.
• Knowledge of HTML, XML, JavaScript, Integrations (web services, SOAP, email, MID, etc.).
• Having brief knowledge in IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) applications and provides forms-based workflow application development
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.

Confidential, Stamford, CT

ServiceNow Admin

Responsibilities:

• Worked on bug fixing and improving application performance, actively participate in feature design
• Design and code for server-side web app. Unit test code for robustness, including edge cases, usability, and general reliability
• Good Web Application debugging skills using Chrome developer's Tool and Firebug.
• Proficient in SQL databases MS SQL, MySQL and Oracle.
• Proficient in developing SOAP and REST Web Services.
• Good Experience with Continuous Integration and Continuous Delivery by using tools like Jenkins.
• Strong Experience with Version Control tools like GIT and SVN for Source Code version management.
• Used Angular-JS as framework to create a Single Page Applications (SPA) which can bind data to specific views and synchronize data with server.
• Worked on CSS Background, CSS Positioning, CSS Text, CSS Border, CSS Margin, CSS Padding, CSS Table, Pseudo Classes, Pseudo Elements and CSS Behaviors in CSS.
• Experience in Graphic and User Experience Design and Transforming Web/Graphic Designers static prototypes into hand-coded HTML, specifically emphasizing accuracy and efficiency & adhering to W3C-established web standards with respect to maintaining cross-browser/cross-platform compatibility and delivering final page templates, including optimized images.
• Experience in Applications using AJAX, Object Oriented (OO) JavaScript, JSON and XML.
• Experience in working MVC Architecture and in using version control (SVN)
• Experience in developing Ext-JS components like Grids, Toolbars, Panels, Combo-Box and Button also Involvement in using various IDE's like Notepad++ and Eclipse.
• Created forms from the initial level as per the requirement and customizations as UI page level.
• Performed visualization task such as report and designed dashboard and schedule reporting.
• Performed validations using business rules, client scripts, assignment rules, data policies, UI Policies, UI Actions, data lookup definitions, Script includes.
• Automated custom application and OOB application using workflow
• Hands on experience on building reports to simplify the track of incident as per weekly and monthly durations.
• Involved in testing reports for correct mapping of the objects and data
• Worked on different areas of scripting in ServiceNow and have created different configuration records like background scripts, fix scripts, client scripts, UI scripts, Business rules, Script Include, Transform Scripts, Script actions, inbound email action scripts etc.
• Used update sets for migrating a group of customizations from an instance to another instance
• Good understanding in working with Users, Groups and Roles. Also created roles and Access Control List.
• Created Several Email Notifications for custom applications and as well as for the OOB applications.
• Created service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.