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Servicenow Admin/developer Resume

Houston, TX

SUMMARY:

  • ServiceNow Administrator/ Consultant with 5 Years of professional experience in Configuration Management Database (CDMB), ITSM Analysis, design and implementation.
  • Versatile in - Service catalog, Incident management, Change management and Knowledge management. Expertise in Discovery, Outages and Integrations. Quick learner, team player with an effective communication.

TECHNICAL SKILLS:

Database: Oracle, MS Access, MS SQL Server, Active Directory

Methodologies: SDLC/ SCRUM & AGILE

Languages & Frameworks: JavaScript, HTML, SQL

ITIL: ITSM/ITIL/ HRSM ServiceNow/ CMS & LDAP

PROFESSIONAL EXPERIENCE:

Confidential, Houston TX

ServiceNow Admin/Developer

Responsibilities:

  • Customize and maintain ITIL modules such as Service Catalog, Knowledge Management Incident Management, HRSD (Knowledge and Case Management), Change Management, Problem Management, CMDB In ServiceNow.
  • Perform day-to-day administration of the Service-Now tool including all the modules, business relations and tables.
  • Work on workflow Administration, Reporting, and Form/UI configurations, Notifications, Data Imports, UI Policies and Client Scripts.
  • Coordinate test efforts between end users and the build teams, while tracking build progress and issue resolution. Work with senior management to coordinate team progress and facilitate efforts to complete stories in the backlog.
  • Formulate objectives, determine appropriate instructional methods, develop and maintain approved briefings, lesson plans, aids, user guides, handouts, and other required material for new Releases/functionality.
  • Experienced with implementation and managing Business rules, client scripts, UI policies and Data Policies.
  • Coordinate installation of Service Now upgrades and/or service packs. Develop and manage the preparation of systems, test criteria and control for upgrades, new functionality, enhancements or skips correction in the platform.
  • Customize e-mail notification along with Email Scripts, Inbound/Outbound Email Actions, Events and Script Actions.

Confidential, Houston TX

ServiceNow Admin

Responsibilities:

  • Served as main point of contact for support, administration and maintenance of ServiceNow platform and associated applications.
  • Assisted in modifying service catalog items and Workflows and editing email templates and notifications.
  • Created update sets for configuring in different instances like Sandbox, DEV, TEST and production instances
  • Responsible for the development of change management using workflows, Business rule and client-side customization.
  • Handled the responsibility of successfully integrating Service-now for Business-to-Business integration
  • Knowledge on SharePoint, preparing presentations, MS Word, Excel Sheets.

    Involved in the ServiceNowInstance upgrade activities and cloning between various environments.

Confidential, Houston TX

ServiceNow Administrator/Developer

Responsibilities:

  • Resolved the incidents before breaching of predefined Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
  • Implemented Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
  • Automated the process of adding the user to the specified AD groups through orchestration and reducing the manual tasks to other teams and speeding up the procedure.
  • Created Outbound Email Notifications using Email Templates and worked on notification email script.
  • Built the test cases and took over responsibility of UAT and deployment.
  • Recommended appropriate design alternatives to be implemented based on customer constraints.
  • Analysis of different IT Service Management (ITSM) modules in both the instances as a part of consolidation project.

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