Servicenow Admin/developer Resume
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Confidential, Herndon, VA
- Implementation and customization of ITSM modules Incident, Change, Problem and Knowledge management, CMDB maintenance and worked as a Admin handling different user requests.
- Creating critical Incidents reports, custom reports and scheduled reports.
- Design and Development of Service Catalogs and Catalog Items and creating workflows based on the process flow and approval processes.
- Creating Record producers for different catalog items and designing User Request Forms as per user roles and groups.
- Maintenance of different user logins that are setup in LDAP server.
- Worked on Configuration of Forms and Lists and creating UI Polices and Client scripts
- Creation of Business rules for database update based on different conditions.
- Creation and maintenance of Knowledge articles and providing then necessary approvals for different users by creating different groups ad roles
- Worked on Service Desk Process modules for different maintenance activities
- Creation of UI pages using jelly and glide scripting and designing layouts using UI Macros
- Maintenance of different Configuration Items (CI’s) in existing CMDB (Configuration Management Data Base).
- Maintaining SLA’s for approval processes using ITIL standards.
- Maintaining Update sets for different System updates and new developments.
- Maintaining the workflows for different Catalog Items and Request processes.
Environment: ServiceNow Geneva, Helsinki, ITSM, Java script, SQL, Jelly, HTML, CSS
Confidential - Towson, MD
- Handling the user requests and creation of new Users, Groups, Roles.
- Worked on User Management to add new users, remove the existing users and modified their respective fields.
- Good Experience in working with ACLs and Service Level Management.
- Customization and Maintenance of ITSM modules such as Incident, Change, Problem, Knowledge, Service Catalog Management.
- Developed UI Actions, script includes and Business rules for overall platform.
- Customized ServiceNow using Business Rules, UI Policies, Client Scripts, Data Policies and Access Lists etc.
- Involved in migration between various ServiceNow instances using Update Sets.
- Modified Priority Lookup Rules for Incident, Service requests as per the client requirement.
- Follow up with clients and customers on process requests, special requirements etc.
- Involved in Production Support for all the ServiceNow related issues.
- Experience in Implementation, Customization, Managing the Forms for various ITIL process.
- Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP and Excel, CSV files.
- Managing client scripts, UI policies, UI actions and Data policies.
- Moving data in and out of an instance using import sets and transform maps and also auto import of data into ServiceNow.
- Defining Service Level Agreements SLAs, notifications, and reports.
- Develops new applications from beginning to end.
- Maintains existing applications. Creates code that meets system standards.
- Integration of ServiceNow with LDAP for authentication.
- Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
- Responsible for design and development of web pages using HTML, CSS including AJAX controls and XML.
- Coordinated with BA group for better understanding of functional requirements analyzed and designed the business requirements to documented and implemented.
- Developed portals for implementing health care benefits of the employees.
- Created various web page layouts using HTML and CSS.
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