PROFESSIONAL SUMMARY:

• OVER 5 years of experience in IT industry and 3+years of extensive experience on ServiceNow Development, Maintenance and Administration Experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution Experience in various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Expertise in scripting using JavaScript Experience on creating reports, dashboard, and email notifications Experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing
• ITIL processes Expertise in developing Client Scripts, Business Rules, UI policies, UI actions, Script Include, SLA and Import sets Experience in creating and managing Service Catalogs, Record Producers, Order Guide, TECHNICAL SKILLS: Service Now Change Management, Incident Management, Problem Management, Service Catalog, Client Side, Reporting, Email Notifications. Basically, vast in ITSM Modules development and management processes.

TECHNICAL SKILLS:

Technology and Tools: Problem - Solving Change Management Major Incident Coordinator Problem Management Dashboards, Agent Workspace Service Catalog/ESC Workflow Editor Client Side, Server side Reporting, Email Notifications Agile development and practices Business Requirement Analysis Integration Service Portal Flow Designer

PROFESSIONAL EXPERIENCE:

ServiceNow Developer

Confidential, Irving, TX

Responsibilities:

• Configured dashboards, knowledge articles to be viewable on agent workspace, vast with agent workspace, CSM portal and Service portal.
• Created test scripts, developed session on ServiceNow.
• Identity management, Access control and User admin
• Used ServiceNow for ticketing/change management.
• Managed project status update on weekly basis with detail of weekly and future objectives.
• Performed process flow documentation.
• Performed analysis on the requirement presented and delivered a comprehensive document with points gathered from meeting with stakeholders.
• Successfully Integrated PagerDuty to ServiceNow to trigger Incidents in ServiceNow and also Create Incident in PagerDuty for every P1 Incident that gets created.
• Experience with Rest API Explorer
• Rest Message
• Scripted Rest API, Resource ( POST,PATCH,GET) etc..
• Proficiency in project management tool.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
• Used Microsoft Word and other software tools to create documents and other communications.
• Carried out day-to-day duties accurately and efficiently.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Resolved problems, improved operations and provided exceptional service.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Led server infrastructure development, quality assurance, staging and production systems.
• Monitored networks and network devices to resolve technical problems quickly.
• Installed a PDF generator and used it to create a PDF template using Vulnerability false - positive assertion for cyber hygiene process which captures the ServiceNow fields such as severity, name, affected hosts and more
• Technical Development using the ServiceNow platform, implements all technical aspects of service delivery to the highest level of quality (measured against customer expectations) and can solve technical problems unresolved by Technical Consultants
• Understanding of ServiceNow Implementation Methodology
• Ability to answer most questions and develop stories within their specialist area.
• Ability to delegate work based on competence to partners, customers, and more junior consultants
• Maintains an understanding of the wider technical environment sufficient to provide contextual advice to Technical Consultants in respect of the end-to-end business solution
• Ability to problem-solve, prioritize own schedule, and deliver within potentially high-pressure business environments.
• Configured effective capturing of Affected Cis correctly including in the outgoing proactive communications to the respective customers for Major Incidents.
• Created series of Catalog Items and making the variables configuration and reaction suitable for customers on the portal and according to the business requirements using Client scripts, UI Policy etc.
• Configured a Yes/No option on Problem Module for if a customer is facing RCA to create PASK and vice versa using Business Rule.
• Worked with a team to successfully implement the ESC for Customers to open Incident and Request tickets. Leveraging on the ServiceNow Approval process for Requests to be granted etc.
• Leveraged ServiceNow to create a dashboard for stakeholders, using ServiceNow widgets, reports, indicators, trends, and Performance analytics.
• Created test scripts, developed session on ServiceNow.
• Identity management, Access control and User admin
• Used ServiceNow for ticketing/change management.
• Managed project status update on weekly basis with detail of weekly and future objectives.
• Performed process flow documentation.
• Facilitated various workshop with various stakeholders to understand the pain points and opportunity for improvement in the ITSM project management.
• Performed analysis on the requirement presented and delivered a comprehensive document with points gathered from meeting with stakeholders.
• Works on UI customizations for forms, lists and UI actions
• Implements Core configuration changes to the platform as well as supporting applications
• Uses system logs to view information about system activity (i.e.
• Workflow, Configuration, Transaction, Email, Events, and System and Upgrade logs)
• Service Catalog (Request Item, Order guide, and record producer) has been created based on client requirements
• Workflow has been created to support the approval workflow and task assignment
• Developed reports as per requirements from the management
• ServiceNow Application UI Configuration, Workflow Configuration, Data Loads
• Implement new functionality using Client scripts, Business rules, ACL, UI
• Policies and UI actions
• Collaborated with the ServiceNow Developer to update and enhance the Change
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to ServiceNow platform within the Service Level Agreement
• Facilitating daily stand-up meetings, sprint reviews, sprint retrospectives, release planning, demos, and other Scrum related meetings with Scrum teams and stakeholders for ServiceNow stories/tasks
• Using import sets, development of reports & metrics for executive management
• Provided troubleshooting by impersonating ServiceNow Users to resolve issues where necessary
• Manages ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards
• Integrating ServiceNow with other systems and customization
• Set up the SLA for the incident, problem, change management processes as per the requirement
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.