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Servicenow Admin/developer Resume

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Herndon, VA


Confidential, Herndon, VA

ServiceNow Admin/Developer


  • 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

ServiceNow Admin/developer


  • 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.

Environment: ServiceNow Eureka,Fuji, BMC Remedy, JavaScript, HTML, Windows XP, Windows Server 2012.


Software Engineer


  • Responsible for design and development of web pages using HTML, CSS including AJAX controls and XML.
  • Developed UI using HTML, CSS, JavaScript validations and XML.
  • Coordinated with BA group for better understanding of functional requirements analyzed and designed the business requirements to documented and implemented.
  • Implemented applications in JavaScript and MySQL.
  • Developed portals for implementing health care benefits of the employees.
  • Created various web page layouts using HTML and CSS.
  • Designed, developed and updated User Interface Web Forms using CSS, Dreamweaver and JavaScript.

Environment: Java, J2EE, HTML, DHTML, XHTML, CSS, XML, JavaScript, AJAX, MYSQL.

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