PROFESSIONAL SUMMARY:

• Over 8+ years of referable IT experience with recent 5+ years on ServiceNow Development and Administration.
• Hands - on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Experience in master AR Suite, AR Schema, Flash Boards, Remedy EIE, Remedy Wed Services, SLA management.
• Designed and configured different Workflows for various Service Catalog items.
• Hands on experience developing Content Management System (CMS) in ServiceNow.
• Creating different Transform maps to import data into ServiceNow.
• Implementing system security by using Access Control Lists (ACL).
• Implementation of CMDB module using Discovery tool in ServiceNow.
• Provides daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.
• Excellent experience in Jelly Script to customize ServiceNow Instance.
• Experience in generating different kinds of scheduled Reports and marking them as Gauges.
• Experience in creating Update Sets to migrate group of customizations from one instance to another instance.
• Configuring MID Server to import data from external sources.
• Hands on experience in Configuring Email Notifications and Scripting Inbound Email activities.
• Experience in integrating ServiceNow with Web services (SOAP and REST).
• Involved in Data Integration and Migration with Existing Legacy system using DATA LOADER.
• Have good understanding of Software License Management (SLM) and Extensive experience in IT Operations Management(ITOM).
• Experience of various phases of SDLC - Requirement Analysis, Design, Code Construction and Test.
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience in customizing an instance, importing users and Groups using LDAP.
• Knowledge in using GLIDE Scripting for creating UI Actions and Business Rules.
• Formidable team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.
• Created custom workflow for Asset Deployment to Customer hand off measuring and calculating times for Management analysis.
• Managed the Requirements, Build and Deployment of the Remedy CMDB, Asset Management and the Change Management applications.

TECHNICAL SKILLS:

ServiceNow: Eureka, Dublin, Calgary, Berlin, Aspen

Integrations: AD, SAML 2.0, LDAP, SSL, rDNS, SMTP, SoR’s (SCCM, Casper, etc), SAP

Languages: C, C++, .NET, Java, API, Java Script, SQL, PL/SQL, XML, HTML

Database: Oracle 10g/9i/8i, MS Access, MS SQL Server 2000/2005

Database Tools: Toad, SQL*Plus 10g/9i

Web Technologies: Tomcat, VBScript, PERL

Operating System: Unix, Linux and Win9x/NT/2K/XP

Packages: MS Office (Word, Access, Excel and PowerPoint)

AREAS OF STRENGTH (PROCESS, TOOLS AND TECHNOLOGIES)

• IT Service Management
• Service Level Management
• Change and Configuration
• Problem and Incident
• Capacity and Performance
• Availability Management
• Asset Management
• Inventory management
• System Integrations Enterprise Architecture
• Infrastructure Methodology
• Technology infrastructure Assessment, Planning, and Implementation
• Operational Assessment and Managed Care Outsourcing
• Service request and Level Management (SRM and SLM)
• Service Catalogs

PROFESSIONAL EXPERIENCE:

Confidential, Boston, MA

Service Now Developer/Admin

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Used JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Assisted in the import of configuration and asset data.
• Implemented, customized and configured different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Worked on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the Service-Now and report related issues.
• Involved in basic SOAP message creation and Web service implementation.
• Implemented Social IT and Chat Application for the end user support.
• Developed Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various ServiceNow modules
• Implemented, Customized and Maintained ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in ServiceNow
• Coordinated the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on CMDB from the scratch
• Worked on domain separation.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolved typical Users access and roles issues by checking active directory and users table.
• Created database views to pull the reports on variables which are being used by catalog items.
• Written Catalog client scripts and UI policies to make client side changes.
• Created the UI pages to use them in catalog items, Implemented using UI scripts.
• Created Knowledge articles to document the steps in creating the catalog items.
• Worked on different kinds of variables and variable sets.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Written script includes invoking them in reference qualifiers or variable scripting.

Confidential, Atlanta, GA

Service Now Developer/Admin

Responsibilities:

• Developed custom probes and sensors to populate CMDB with pertinent asset data via JavaScript, Perl and PowerShell.
• Access Control List (ACL) on an SNMP device can prevent Discovery from identifying the device.
• Extensively Implemented Service Now process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Worked as a Developer to in corporate the requirements in the Service Now tool in an optimal way.
• Worked on the Systems Requirement Specification (SRS) including problem analysis and
• Defined the functional needs for our ITSM system, Service Now, and architected the specific implementation.
• Implemented Service Now Discovery and CMDB and integrating it with Change management.
• Assisted clients address business needs through the application of the Service Now platform in support of ITIL best practices.
• Prepared Implementation Plan for every release in Service Now and provide Walkthrough to the entire team to execute the steps.
• Planned and coordinated the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in Service Now.
• Managed ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Worked on the release and problem management from requirements gathering through testing.
• Worked on the things relating to ServiceNow: Discovery, Automation, CMDB population, Security & Roles.
• Worked on the functionality of Inventory Management plugin into Asset Management.
• Worked on evaluation, selection, and configuration/developed, and deployed ServiceNow as our ITSM Toolset.
• Worked on classifying, identifying, and updating all the devices in an IP range, including the SNMP devices protected by an ACL.
• Worked on ServiceNow scripts by using JavaScript including client scripts and mail scripts.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management.
• Customized and created workflows for change management, knowledge management and for service catalog items.
• Monitored and performed ServiceNow admin activities which involves group, user administration.
• Involved in operation, requirements identification and documentation, preliminary and detailed system definition, system design reviews.
• Involved in MID Servers for granted access to the SNMP devices by the ACL.
• Implementing ServiceNow Discovery and CMDB and integrating it with Change management.
• Budget management for all ITSM, Service desk and QA departments.

Confidential, Bentonville, AR

Service Now Developer/Admin

Responsibilities:

• Worked on end to end implementation of CTI Integrations, Supported the team with the work flow of the integrations.
• Worked on Various Web Services Integrations using SOAP and REST.
• Designed and delivered technical methodologies around the Service Now platform.
• Created UI Pages, Macros for CMS using Angular JS, HTML and CSS.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Strong knowledge of the Server side scripting Business rules and Script Includes.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Experienced in JQuery, JQuery plug-in, AJAX, Dynamic HTML, JSON, angular.js with Bootstrap and NodeJs.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now. Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Currently working to develop new service catalog items and fix bugs in incident, problem and change management.

Confidential

Java Developer

Responsibilities:

• Involved in Analysis and Design of the several modules in the Project.
• Created use case diagrams, class diagrams, sequence diagrams, deployment diagrams.
• Design & Development of technical specifications using design patterns and OO methodology.
• Developed presentation tire using HTML, JSP, Java Script, and JSF.
• Involved in the Configuration, development and deployment of EJBs, and JSPs & Servlets in Web logic Test Environment.
• Developed Database Access Objects (DAO) using the Spring Hibernate Support and using Hibernate Query Language (HQL).
• Developed the java beans (POJO) to represent the model classes and mapped them to the tables using the Hibernate Mapping files.
• Control Layer is Implemented using the Struts Actions classes like Action, Dyna Action and Mapping Dispatch Action classes.
• Designed and Developed Session Beans for implementing Business logic.

Confidential

Java Developer

Responsibilities:

• Web design and development, application development using HTML, CSS.
• Designed dynamic and multi-browser compatible pages using HTML, JQuery and JavaScript.
• Responsible for design and development of the web pages from mock- ups.
• Responsible for creating the screens with table-less designs meeting W3C standards.
• The user profile is retrieved from the database using web services.
• Used Servlets and Business Delegate to define and implement Business Logic Layer.
• Implemented Server and Client side validations using JSP and Servlet validation controls.
• Created Web Services using Java.
• Designed and developed several stored procedures, views, functions for all the DML functionality of the web site.