SUMMARY:

• Around 8 years of experience in IT Service Management / Service Delivery as Service Now Administrator/Developer.
• Consistently deliver major technology projects in record time and within budget through focused leadership, exceptional team building, comprehensive, IT strategy planning strengths and capacity to implement cutting - edge technological solutions and growth-oriented business practices.
• Service Now Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Knowledge Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Expertise in Design and configure ITSM (incident, change and problem) in Service-Now.
• Enhanced the ESS portal (CSM) for End users to reflect best customer service from the service management team, through chat sessions enablement from end users and from service desk to support teams.
• Excellent expertise in developing and maintaining Service Catalog Items.
• Demonstrated project management skills and experience working directly with customers and clients.
• Lead 3 different Service Now transitions at 2 reputed organizations.
• Possess integrated understanding of technical, functional and 3rd party application integrations of Service Now tool.
• Managed key technology platform implementations which include but does not limit too core banking uplift, treasury system, trade finance, cash management & digital banking.
• Have managed major integrations during mergers in record time delivering a single organization feel.
• Proficient in operational assessment, contingency planning, troubleshooting, resource allocation/ maximization, cost-benefit analysis and IT governance/control.
• Proven ability to communicate on both business and technology issues, bridging comprehension gap between pure business people and technologists to build consensus and help business understand technology efforts.
• Built different types of integrations such as NetZoom, Splunk, S360, Ariba, ScienceLogic, EA, Cloud Blue etc.
• Have built and/or lead the efforts of building custom applications such as Life Cycle Management, Vulnerability Management, Freeze Management, Employee Termination and Inventory Management.
• Proven track record of successfully leading ServiceNow platform upgrades and various patch upgrades.
• Involved in presenting solutions to CIO s of the company, planning UAT and integration testing for ServiceNow platform, creating process documents, developing the roadmap and managing environment cloning.
• Hands on experience in writing business rules, client scripts, UI actions, UI policies, transform maps etc. in ServiceNow.
• Excellent interpersonal and communication skills.
• Recognized for commitment to customers, motivational team leadership and ability to consistently achieve results despite change and challenges.
• Administration and Configuration of ServiceNow.
• Writing Business Rules, Client Scripting, UI Actions and Workflows.
• Creating custom applications in Service-Now.
• Good knowledge of ServiceNow Discovery and Service Mapping.
• Creating catalog items, writing catalog client scripts and workflows.
• Functional Testing of ServiceNow, Requirement gathering and analysis.
• Integrations with third party tools
• JavaScript

PROFESSIONAL EXPERIENCE:

Confidential, Woonsocket,RI

ServiceNow Developer

Responsibilities:

• Manage a team of 3-4 offshore Developers.
• Developments Such as SLA Definition, UI actions, UI policies, Inbound Email actions, Notifications.
• Scheduling Reports to management team as required.
• Making Dictionary changes and Choice list modifications as per the Requirement.
• Creating Business Rules and Script Includes based on the Project requirement.
• Create CIO and Service Management Dashboards to reflect SLA Adherence. Some of those were FCR (First call resolution), Reopen Count, Time to Declare for Major Incident etc.
• Create unique widgets to Calculate Survey Scores like Net Promoter Score and other Parameters.
• Develop/enhance/maintain Service Catalog items
• Create Dashboard Widgets to Display Data from Monitoring Data Imports as required.
• Making modifications to Access control Lists to suit the Project requirements.
• Add related lists to the Apps and Modify Form Layouts when needed by respective business owners.
• Create scheduled scripts for various activities.
• Create Surveys for the Business requirements.
• Create Custom Notifications to include Feedback survey with in closure Emails etc.
• Gather business requirements for enhancements, defects, and ad hoc requests and create specifications for developers and quality testing.
• Use Agile processes to work through the SDLC module, creating releases, stories, changes, test cases, defects, and enhancements.

Confidential, Memphis, TN

ServiceNow Developer

Responsibilities:

• As a developer responsible for gathering requirements, talking with process owners and providing solutions for the technical or process related problems
• As a developer responsible for working on ServiceNow enhancements using different type of scripts.
• Writing transform maps for importing data from legacy tools and control access by creating RolesACLs, Users and Associating to a Group to ensure the data integrity.
• Administering Applications and Modules and creating custom applications as required.
• Plan monthly releases.
• Educated the team on ServiceNow modules, architecture and processes.
• Document processes, test plans, test cases, implementation and release plans.