PROFESSIONAL SUMMARY:

• Implementation, Integrations (SOAP, Web services, REST), Upgrade, Language Translations, Development expertise in Servicenow Technology.
• Confidential Process Development Consultation.
• Green field implementation expertise in Lean Management
• Over 8+ years of directly related IT experience and 4 years of ServiceNow experience Development, Analysis, Technical Design, Testing in all stages of Software Development
• ServiceNow scripting experience using JavaScript, HTML, CSS, XML, SOAP and Web services
• Configuring Applications using ServiceNow tool, used in Confidential Management with understanding of Confidential V3.
• Proficient in designing and developing Service Catalog using best practices in development.
• Participated in workshops with Servicenow partner teams to help companies implement ServiceNow using best practices in ITSM.
• Responsible for coding, testing, implementing, maintaining, and supporting changes in the application. The ServiceNow SME will be responsible for core system configuration.
• Ensuring the management framework developed by the Confidential management team is implemented consistently across all projects in assigned portfolio
• Implementation of ServiceNow
• Guiding customer configuration/implementations of the ServiceNow Confidential Platform.
• Customize ServiceNow applications and facilitate rollout of new applications and modules and configure Application UI and Configure Workflow
• Leveraging knowledge and experience to deliver end - to-end methodologies within ServiceNow.
• Worked in application development using Java.
• Experience in Fixing CSS Cross Browsing Compatibility issue and web application scaling.
• Proficient in developing web page quickly and effectively using, HTML 5, CSS3, JavaScript, AngularJS and JQuery. Also experience of Web 2.0, Bootstrap, JavaScript, JQuery, W3C Standards and working with Responsive Web Design concepts.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Servicenow, which includes Cloud management architecting technical implementation of IT Infrastructure Library ( Confidential ) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, spring.

TECHNICAL SKILLS:

Confidential Tools: ServiceNow modules on Kingston, Jakarta,Istanbul,Helsinki, Geneva versions. Service Strategy, Continual Service Improvement, Service Design, Service Transition, Service

Operation, Service Catalog Management, Business Service Catalog, Technical Service Catalog

Web Technologies: XML HTML Java Java Script PowerPoint VBA.

Database: Oracle 11g, MS- Sql Server, MS-Access

Operating System: Windows, UNIX, Linux

Tools: SQL*Loader, MS Office, MS Visio WINSQL, WINSCP, Verson1, Jenkins

PROFESSIONAL EXPERIENCE:

Confidential

Servicenow Consultant

Responsibilities:

• Provide advice to Management on IT Asset Management processes, systems and services.
• Build and manage good relationships with QBE staff and their management, the customers of the Asset Management service ( Confidential )
• Facilitate the negotiation of service performance criteria resulting in SLA’s and OLA’s with IT service owners, service contributors, and customers.
• Develop workflows and make recommendations to customer
• Perform detailed analysis of the IT asset supply and demand and provide the Global Software Confidential management with the insight to drive strategic decision making.
• Confidential process management - analyze and design service management processes, research and present best practices, and drive for continuous improvements. Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Design workflows to meet specific business needs to support Confidential and business processes . Advise customers/users on workflow design as SME.
• Involved in creating and migration of update sets between different ServiceNow Instances.
• Strong working knowledge of various ServiceNow components such as Service Desk, Change Management, Asset Management, Incident Management, Confidential and Confidential, Knowledge Management, Mobility, and Service Request Management, GRC, IT Business Management, Portal and Confidential Management.
• Optimized and Monitored system performance and provided system statistics and reports to the Business.
• Customization of Incident Management Application. Creation of assignment rules and Custom Related Lists.
• Worked on all the ITSM modules, Cloud management, Orchestration, Procurement, CAB meetings, Implementations.
• Worked with Orchestration which enables an IT organization to automate complex tasks on remote computers reliably and quickly, with best practices every time.
• Performing integrations and process automations using ServiceNow Orchestration or other mechanisms.
• Implemented catalog variable set to store and forward Service Request data to Orchestration workflows.
• Developed orchestration workflows to perform repetitive tasks and reduce human effort.
• Implemented Email Notifications and Inbound Actions.
• Responsible for ensuring the system of record is kept up to date (HP Service Manager, IT Asset Manager( Confidential ), ServiceNow).
• Implementing, tailoring HP Service Manager to meet the needs of the various IT Service Management (ITSM) processes as described in the Information Technology Infrastructure Library ( Confidential ).
• Extensive knowledge and experience in Development, implementation and administration of ServiceNow, HP Service Manager /Service Center, and Asset Manager.
• Implementation experience of ServicveNow & HP Service Manager tools.
• Migration of the HP Service Center6.x to HP Service Manager7.x
• Assessment of the client infrastructure for the implemented HP tools and process. Provided the assessment report with suggestions leading to a productive client implementation.
• Created both inbound Scripted Web services and inbound Email Actions to incidents from Emails.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and Re - designed workflows using workflow editor, reconciled complicated workflows to simpler form.
• Exporting and Importing tables, import sets, workflows, update sets data from one instance to the other.
• Create, monitor, modify, and publish Service catalog workflows with approvals and maintain Single Sign-On integration.
• Developed and Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts.
• Worked on Confidential and set up MID Servers and check for the connectivity.
• Developed Probes and Sensors in Confidential
• Involved in reconciling process of Confidential Data in ServiceNow with Back end systems.

Confidential, Miami FL

Servicenow Developer/Business analyst

Responsibilities:.

• Communicates with project manager on a frequent basis as Confidential . Identifies tasks and issues that may have an impact on service levels or schedules. Provides realistic task and cost estimates. Screens resumes of team members, interviews, makes hiring and assignment recommendations, and writes reviews
• Configured Event Management ( Confidential ) by configuring Connector Instances and Connector Definitions
• • Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
• Knowledge in using Glide Scripting for creating UI Action and business rules.
• Followed best practices of Service Now in developing and customizing Business Rules, Scripting (Includes UI Policies, Catalog Client Scripts and Client Scripts), Scheduled Jobs, Cloud management Wizard panels and Wizard Clients scripts, Content item etc.
• Service Catalog and Request Workflow Design and Configuration
• Developed Confidential ServiceNow roadmap
• Development of scheduled reports for stakeholders.
• Extensively worked on Workflows and web service integrations.
• Created and moved update sets to different ServiceNow instances.
• Updating Incident/Problem/Change module based on client feedback.
• Added New Fields to support the client requirement along with the set of business and client rules to fulfill client requirement.
• Following the project life cycle methodology like Agile; defined under the process framework, ensured that customer deadlines were met within Service Level Agreements.
• Performed mapping using ServiceNow Service Watch
• Tested ServiceNow Instance by moving Developing Instance to Testing Instance by using ServiceNow Service Watch.
• Built ServiceNow forms from scratch along with advance customizations at the level of UI Macros/UI pages as per the complex requirements.
• Coordinated with Supported SME - subject matter expert for ServiceNow portfolios, platforms and actively collaborate with other Solution Architects on IT standards, innovation and integration opportunities to enable new value chains and business efficiencies .
• Worked on Service Catalog, Incident, Problem, Configuration Management and Integrations, along with good overall knowledge of Change Management and Change Reports..
• Analyze technical, business process, and data processing problems, and coordinate resolution.
• Perform data analysis and to identify and develop key performance indicators (KPIs) to predict and improve system performance
• Coordinate multiple small to large projects in an Agile cross-functional environment leveraging Scrum, business analysis, and project management techniques
• Have a working knowledge of continuous integration and delivery in the Agile context
• Have experience working in highly virtualized public and private cloud environments
• Work with senior team members to implement capacity, health, and security monitoring at every layer of the application stack

Confidential, Boston MA

Servicenow Developer/Admin

Responsibilities:

• Administration of a Service Now instance including the delegation of groups, workflows, ACLs, business rules, UI actions, UI policies, Data policies, Notifications, client scripts, dictionary, catalog items and updates of all other existing solutions requiring revisions.
• Implementation, Customization and Maintenance of Confidential modules such as Incident, Change, Problem, Knowledge, Service Catalog, Confidential in ServiceNow.
• Configuration and customization of the Service Now system, including creating workflows to support Incident, customization of Incident SLA’s and Notifications.
• Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.
• Created various Business rules, Script includes Client Scripts, UI Policies, UI Actions and Data Policies.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Built an application portal for employees which was targeted towards advanced users/web developers.
• Using Angular developed built in filters for formatting expression values like dates, currencies etc or limiting the number of items displayed and more.
• Created angular directives, services and factory that can be automatically injected into client script controllers
• Developed Custom widget and gadgets.
• Built several service portals to get the different dashboards created and displayed.
• Configuring work flows for Change and release management.
• Development of Service Catalog requests as well as other modules in the suite.
• Create and update support documentation for the configuration changes made in the system.
• Provide production support and end-user support.
• Create requirements definitions, technical specifications documentation and custom application development.
• Work with IT managers to generate views and reports as needed.
• Maintain Confidential and tool integrations and external data sets.
• Primarily responsible for understanding organizational needs and converting functional requirements to define Technical scope in implementing Change, Incident management and other modules.
• Developed Confidential catalog for employees with pre-defined services, benefits, Claims, HR complaints, change of reporting manager and other employee relationship item.
• Developed the workflows for the service request like whenever Confidential request get submitted cases will be automatically assigned to HR specialist.
• Build advanced reporting which showcase the metrics of HR team into volume, type of requests, individual workloads, which really helped in aligning the services and improvement of HR operations.
• Worked on servicenow Servicewatch to discover and map the relationships between all applications and IT infrastructure components upon which the business service depends on.
• Involved in Identification of In house applications and Custom Application across the organizations.
• Improved the process to definite the Business Services and Identification of business servers to relate with Data center components as part of service watch deployment.
• Involved in Fine tuning of Confidential by company the service watch services
• Designed the Service Mappings with Business applications
• Enabled Confidential to discover the home built applications by writing up the custom probes and custom sensors.
• Designed the platform to do the CI Class mappings by taking the guideline from Common data model.
• Configured and developed Design patterns for Confidential of CI's. created parsing technics for service watch and identified business services
• Collecting the requirements from all the stakeholders and converting them to the technical requirements for development.
• Involve in project key meetings and resolve implementation related issues in the project.

Confidential

HP Suite Developer

Responsibilities:

• HP UCMDB /DDMA application technical lead, responsible for overall tool architecture, deployment planning, resource task allocation, development of new methods and procedures, architecture of integration with other tools and Confidential .
• Deployed one of the Confidential of HP UCMDB at with over 50 million Cis, 3000 applications and 120,000 midrange servers and mainframes.
• Expertise in TQL, Confidential, SSH, SNMP and Confidential protocols, Confidential host dependency links, New release, CP and CUP installations and application performance/tuning
• Technical Lead in UCMDB /DDMI integration.
• Responsible for vendor coordination and escalation, training, project management, network protocol troubleshooting, risk assessment, change control, coordination and planning with other business clients, offshore management and tool/software standardization