SUMMARY:

• 10+ years of experience in IT including 7+ years in ServiceNow platform creating custom applications and implementing Out of Box applications and customizations on top of applications available in ServiceNow out of the box.
• Experience in working on the ITSM Domain like Incident and Problem Management, Change Management, Knowledge Management, CMDB, Asset Management & Service Catalog Management in ServiceNow.
• Been part of Several Instance Upgrade (Eureka to Geneva, Fuji to Istanbul, Istanbul to Kingston)
• Experience and excellent understanding of Server - side and Client-side API in ServiceNow
• Designed, developed, unit tested, documented, and deployed software features on the ServiceNow platform.
• Interacting wif customer, understanding the business needs, converting the functional requirement to technical requirements, providing detailed estimates for implementation of ServiceNow modules, data integrations (CMDB, e-bonding, etc.) and Service Catalog items.
• ServiceNow experience in Implementation, design, development, documentation, deployment and post-production support following Software Lifecycle using Agile (SCRUM) application in ServiceNow.
• Experience in ITOM. (Discovery, Orchestration, Service Mapping, Event & Demand Management).
• Knowledge on Service Mapping and Service Watch.
• Experience on various Applications of ServiceNow platform like Service Catalog Requests, Asset Management, Configuration Management, Change and Release Management, Incident and Problem Management, Knowledge Management, Reporting, Integration wif Web Services.
• Has Experience in Code migration from one instance to another instance and have experience in ServiceNow system administration and in Instance Maintenance activities like Pre-Clone procedures in a sub-production instance, process involved in Cloning, post cloning procedure and instance Hotfix, Patch and Version upgrade process.
• Experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Prepared various documents like Functional Specifications Document and Design Document.
• Worked on end to end analysis, development testing and implementation role in ServiceNow platform.
• Experience in Service Portal, Content Management System (CMS) on widgets, Sites and Layouts using UI Macros, Navigation Menus, UI Pages, UI Scripts and Jelly Scripting.
• Experience in configuring and maintaining BMC Remedy Foundation Data.
• Functional knowledge and implementation experience of ITSM frameworks.

PROFESSIONAL EXPERIENCE:

Sr. ServiceNow Developer Lead

Confidential

Responsibilities:

• Worked wif client and involved in gathering the functional requirements wifin ServiceNow.
• Facilitated rollout of new applications and modules.
• Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists etc
• Worked on ServiceNow system upgrades from Istanbul to Jakarta patch 7 version.
• Assisting in troubleshooting patch/release management issues.
• Manage data wif tables, the configuration management database (CMDB), import sets and update sets.
• Designed & Developed Complex Incident Case Exchange Capability between CSC domain Separated ServiceNow instance and CSC's various clients. The scalable solution allows the Company to deliver Incident Case Exchange capability to its clients in a significantly shorter period of time.
• Worked on Automation to grant/revoke access to Systems and Applications for New and Existing Employees using existing Orchestration Tools available in Client Environment and ServiceNow Orchestration tools.
• Automatic Catalog Items and Workflow Creation - Ability for Business Process Owners to create their own Catalog Items, workflows, update sets to manage their own business unit process.
• Used to migrate 3000+ Catalog Items and related workflows from Legacy tool into ServiceNow.
• Application to manage/view a given users Access to Applications in given environment, Configuration
• Lead development team in migrating from Remedy to ServiceNow
• Supported teams responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing and user acceptance testing.
• Created service portal as an alternate to CMS using the Angular JS and Bootstrap framework.
• Created custom and scoped applications to Customer based on the business needs.
• Have very good understanding about the Studio and have worked in pushing the data to Git hub repository while working on scoped applications.
• Configure alerts and notifications. Created several Inbound email actions and notifications. Also created events which is used to trigger email notifications.
• Actively worked on ITOM domain end to end and used Discovery application to discover CIs in the enterprise network of the customer.
• Worked on Mid Server installation, Mid Server Clustering to balance the load. Installing mid server inside the firewall of the customer at the data center to establish the connection between ServiceNow and the CIs in the customer environment.
• Worked on Event Management and has been involved in Net cool integration to ServiceNow to effectively manage and process the alert messages from the event monitoring tool to trigger alert tickets which intern triggers notifications to support teams or triggers the orchestration workflows in turn to fix the issues.
• Worked on Orchestration POCs for customer to understand the level of automation which orchestration could provide. Created POC to automate the process of granting role to a new user profile by providing the mirror user id by using the Service Catalog. This concept benefited the customer and saved the cost.
• Has experience in could management application which halped customer to manage the EC2 instance in AWS and other resources procured in the Azure portal.
• All the dashboards of the resource procured can be observed and well maintained inside the ServiceNow platform.
• Configured SMTP and POP3 standard Email configurations in the ServiceNow instance, along wif setting up Email Templates and Email Notifications.
• Highly Curious about new front-end development technologies and adept at promptly and thoroughly mastering them wif a keen awareness of new industry developments and the evolution of programming solutions.
• Designed the CMDB integration which captures all the inputs to CMDB originating from outside of the ServiceNow cloud platform and building the date sources to fit together.
• Advancement encounter following wif SDLC processes like Waterfall, Agile.
• Hands on experience in implementation of Email Notifications, UI Pages, UI Macros, Script Includes, Events, forms, SLAs/OLAs, Reports, Workflow, Homepage Administration, User Administration, Update sets, Field Administration.
• Worked closely wif client to understand the need for upgrading to a newer version and was part of discussions on how the newer version of ServiceNow will benefit the client to understand the new features introduced which was in the queue of internal development activities and cost saved or benefit expected to achieve after completing an upgrade project.
• Analyzed and fully understood the user requirements and current procedures to improve system capabilities, automated process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap.
• Configured domain separation to provide multi-tenancy in Managed Service environment.
• Worked on AWS cloud watch integration wif ServiceNow
• Provided custom solutions for approximately 300 clients in a multi-tenant IT Service Management application environment.
• Has excellent understanding to develop solutions in ServiceNow as per the business needs in a domain separated environment.

Sr. ServiceNow Developer

Confidential

Responsibilities:

• Customized, maintained, and configured ServiceNow applications based on client requirements.
• Architected and developed solutions dat integrate wif external applications.
• Involved in Fuji to Geneva Instance upgrade, Geneva to Helsinki instance upgrade.
• Investigated and resolved identified defects found during UAT and completed required documentation.
• Configured workflow and security controls to manage system behavior as required by client.
• Developed out-of-box and custom ESS Content Management solutions for new and existing clients.
• Designed and implemented new knowledge management & self-service portal systems
• Collaborated wif team members and clients to determine best course of action and completed Impact Analysis documents for presentation to the Change Advisory Board.
• Developed client-requested customizations approved by the Change Advisory Board.
• Supported client UAT, implemented solution, and followed up to verify customer satisfaction.
• Maintained Incident and Problem Management queues for six applications and ensured resolution before SLA breach.
• Assigned incident and problem records to team members based on current workload, and supervise progress.
• Ran weekly reports for metrics and trend analysis and presented findings via meetings and communications.
• Worked in installing PPM suit plugin. PPM suit consists of Demand Management, Project Management and Resource Management applications.
• Created process flow for Demand management applications. Set logic to identify demand as strategic or operational demand.
• Project or change task creation from a Demand ticket logic was customized based on the budget of the project.
• Has experience in working on Project Workbench, Gantt Chart, create Project tasks, Agile tasks, milestones and map it to a project.
• Worked on Project Management and created templates which will auto create the number of project tasks per project and customized project workflow to meet customer needs.
• Worked on Agile application (Earlier this was called as SCRUM) and have done enhancements in Stories, Enhancements and Defect forms and created several server-side scripts to modify the logic as per the business needs.
• Worked on HPSM Bi-Directional Integration wif ServiceNow. Architectured the application to make sure insert and update happens in both the directions.
• Created Field Mapping table which halps the client to modify the mapping of fields from the source to relevant fields in the target whenever its required.
• Created SOAP Messages for Outbound and Created scripted web services to process the inbound from the HPSM.
• Created business rules and Script includes for HPSM case exchange implementation.

ServiceNow Developer

Confidential

Responsibilities:

• Worked as developer for ServiceNow application to implement all ITSM applications.
• Upgraded Instance version to Aspen and tan from Aspen to Berlin.
• Worked on SSO issues after the Aspen to Berlin upgrade.
• Worked wif Incident, Change and Service Catalog modules.
• Working wif client and functional requirements wifin ServiceNow.
• Facilitating rollout of new applications and modules. Managing SAAS application development and delivery of ServiceNow and integration wif Mule Soft.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration.
• Created various workflows for Incident Management, Problem Management, Asset Management, Change Management, Service Requests and SLA's.
• Gave access to end users to submit requests from service portal page.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue.
• Created transform maps for importing CMDB data. Written script includes and invoked them in business rules and client scripts. Imported Active Directory to ServiceNow using data sources.
• Created data sources and loaded the ServiceNow tables wif different data formats
• Worked on Asset Management and loaded asset data to database using data source and have written transform scripts and used field mappings to transfer data from source to the target table.
• Involved in scheduling Clone, doing all prerequisites for clone, post clone activities and instance maintenance.
• Worked on Configuration and Change management module and have made customization to modify the OOB Change management workflows and process as per the customer needs and existing process followed inside the organization as per the best practice.
• Developed reports as per requirements from management and Development of SLA.
• Documented all implementations and best practices defined wifin team.
• Involved in creating and updating Access Control List (ACL) rules to control wat data users can access and how they can access.
• Customized Service Catalog and created more TEMPthan 40 catalog items and have interacted wif different teams inside the customer environment to gather Service Catalog requirements and have built it in ServiceNow platform.

Java Developer

Confidential

Responsibilities:

• Involved in all phases of Software Development Lifecycle (SDLC) using agile development methodology.
• Developed applications using HTML, CSS, JavaScript, JQuery, and Ajax. Good experience wif Core Java, implementing various concepts such as Collections, Multi-Threading, and me/O operations.
• Used JMS API for asynchronous communication by putting the messages in the Message queue.
• Applied the Session Façade, Data Access Object, Data Transfer Object design patterns.
• Developed and maintained User autantication and authorization by employing EJB2.0.
• Created the new web services (soap over HTTP) and exposed to front end layer to consume it.
• Tested the web services which are created using SOAP UI.
• Analyzed and fixed the defects raised in all testing phase (SIT, UAT and performance testing).
• Wrote HBM mapping files and POJO classes to map database tables wif java objects.
• Created an XML configuration file for Hibernate -- Database connectivity.
• Involved in Preparing Check List for Application Deployment in Implementation.
• Preparing technical specifications, test plans for unit testing.
• Analyzed the business requirements, designed Class and sequence diagrams wif UML.
• Used Waterfall methodology and participated in preparing the technical documents for future .