SUMMARY:

• 7+ Years of Professional IT Experience with around 4+ Service Now platform as both Developer, And as Administrator.
• Configured Applications using Service - Now tool used in ITIL Management. Deep functional and technical knowledge of the Service Now platform as well as experience in delivering medium to large-scale Service Now implementations.
• Experience working on SaaS (Software as a Service) based tools (Service Now), with focus on implementing ITIL processes.
• Knowledge on installation in UNIX and Linux and Solaris servers.
• Good understanding of IT Help Desk and service management along with good understanding of the ITIL framework
• Extensively worked with Helenski and Istanbul; releases of service now with strong emphasis on supporting the ITSM application
• Experience working with Waterfall, Agile and Scrum methodologies.
• Importing the users From AD and monitoring the mid servers.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3.
• Expert on working and solving the high priority tickets.
• Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service now implementations.
• Experienced in HR Case Management, HR Tasks and creating record producers.
• Experience in Configuration of different modules of Service-Now.
• In-depth knowledge of the Technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Gaining knowledge on the latest release of service now Jakarata, Kingston.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries
• Extensive knowledge developing CMS in Service Now.
• Expertise in importing and exporting data in Service Now.
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration.
• Expertise in creating and maintaining Access Control rules for securing and providing the right access to right person/role.
• Service-Now Administration and Production support including maintenance of lower life cycle instances
• Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions
• Experience with Web Technology; such as: XML, HTML, JavaScript and Web Services.
• Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Created catalog items, workflows, inbound emails actions and update sets for service requests.
• Performed several Integrations like LDAP, SSO, and Remedy etc.
• Strong development experience and professional HTML5, CSS/ CSS3, JS and JQUERY and various Java and JavaScript design patterns, Web Services.
• Hands on experience in web development using HTML, JavaScript and CSS
• A detail oriented self-starter and a team player who has the ability to produce quality work on time in a fast-paced, deadline-driven environment and capable of managing multiple projects simultaneously. Strong skill set in the Service Now suite development including SOAP/REST integration.
• Web services, Discovery, Workflow, and CMDB. Implemented of Discovery from scratch, by installing MID Servers on remote desktops.
• Configure Service now2 tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
• Service Now Certified System Administrator

TECHNICAL SKILLS:

ITIL: ITSM, Service Now, ITIL.

Programming Languages: C, C++, Java, SQL, PL/SQL, ASP.Net, C#

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

Open source Tools: Basic knowledge on Devops tools like Ansible, Github.

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML,JSON,Python.

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

Version Control Tools: CVS, SVN

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

EXPERIENCE:

Confidential, IL

Service Now Developer/Admin

Responsibilities:

• Worked on business requirements and technical specifications for ITSM platform.
• Managed Projects /tasks activities using Agile /Scrum within Service Now.
• Involved in consuming Restful web service, publishing SOAP web Service, using Business Rules, Script Includes, UI Actions and other Service Now scripting modules to support data synchronization and business logic.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.
• Created, Modified and merged various Update sets to deploy them into other instances.
• Worked on Creating Users, Roles and Groups and load the data to Service Now objects using import sets on daily, weekly, monthly and on request basis.
• Responsible for the development of change management using workflows, Business rule and client customization scripts. Automation of approvals and Change process was achieved by using task based approach with Run scripts in workflows and business rule and client scripting on the Record.
• Experienced Mobile / Android Developer who designed and developed consumer application for Android mobile devices with extensive user interface development.
• Used Notify to communicate to group of users.
• Configuration of Email Notification and Alerts to Notify users about specific activities in the system.
• Developed Catalog Items to automate manual forms.
• Worked on Service Portal which includes Customizing Pages, Widgets and making use of mobile friendly client scripts .
• Built forms from scratch along with advance customizations at the level of UI Macros/UI page as per the complex requirements.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions and UI Policies.
• Created standard workflows which are being re-used and propagated and handled many custom events.
• Integrated with Active Directory using LDAP for authentication and loaded users, groups and roles into Service Now.
• Developed solutions using JavaScript, Web Services, SOAP, REST, WSDL, XML and other web technologies to integrate Service now with internal/ external systems and tools.
• Implemented new applications like Notify and Customer Service Management (CSM) in Service Now.
• Integrated with Twilio calling service to make end to end calls in Customer Service Management (CSM) in Service Now .
• Worked on Discovery and set up mid servers and checked for the connectivity.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Created Configuration items (CI), service catalog for service portals.
• Created and maintained change management requests for assigned implementations and managing the change process.
• Configured workflows and created automated scripts for automated approval for events.
• Managed and coordinated activities during the overall ticket of lifecycle in incident and problem management.
• Experience in creating record producers for HR department and worked on HR Case Management, HR Tasks and precise knowledge on HR articles.
• Hands on experience in creating build processes using 'Power shell' and Window Shell.
• These API's were integrated and hosted in Azure cloud platform in production and lower life cycle environments using Docker and data correctness.
• Environment: Service Now, Performance containers.
• Involved in authenticating different services and integrating application with identity management solution using Azure Active directory (AAD) and Key Vault on Azure.
• Knowledge on AWS (Amazon Web Services) cloud and Microsoft Azure integrations with Service-Now.
• Troubleshot ITSM issues and Integration related work such as CMDB, LDAP and Network Automation.
• Developed new service catalog items and fixed bugs in incident, problem and change management.
• Participate productively in a Collaboration process as part of an agile scrum team.
• Expertise in testing Service now forms and reports for correct mapping of the objects Analytics Asset Management, Incident Management, AWS, Azure, Problem Management, HTML, Java script, CSS, JQuery, Self Service Portal

Confidential, CO

Service Now Developer/Admin

Responsibilities:

• Worked with business owners and stakeholders to translate business requirements into functional requirements within service now and proposing resolution.
• Analyzed and fully understood user requirements and current procedures in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the Service Now roadmap.
• Followed Agile Methodology for the development of the project.
• Automated the asset import using scheduled jobs and thought the use of transform maps.
• Worked on Service Now modules like Incident Management, Change Management, Service Catalog, Reporting and few other custom applications.
• Worked on PPM reports and dashboards as per business requirements.
• Coordinated Service Now environment/form back-end customizations. Notified clients and updated Documentation.
• Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services and Email integrations.
• Designed many catalog items out of which few catalog items involve integration using SOAP Web services, Restful API.
• Worked on integration technologies such as SOAP, SCCM, HTTP, Web services, SSO, LDAP and MID Server.
• Implemented end-to-end Service Catalog, Incident Management, Configuration Management (CMDB), Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code.
• Responsible for monitoring the ITIL Service delivery via process mapping audits and designed the procedure. Used auto-discovery process to discover business services to manage service health and their dependencies, resolved issues with auto-discovery process.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Provided support for service now by troubleshooting functional issues, implementing bug fixes and performing root cause analysis.
• Implemented ITIL process including incident, problem, change, knowledge and CMDB for better ITSM on Service-Now.
• Constructed Data Sources from several external applications, scripts to resolve approaching information and changes into Service now.
• Participate productively in a Collaboration process as part of an agile scrum team.
• Did Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.
• Created transform maps both automatic field mapping and scripting.
• Prepared Deployment checklist and Test case document preparation for each deployment.
• Providing support during the UAT process and postproduction deployment.

Environment: Service Now, ServiceWatch, Performance Analytics Asset Management, Incident Management, AWS, Problem Management, HTML, Java script, CSS, JQuery, and Service Now Portal.

Confidential, OH

Service Now Developer/Admin

Responsibilities:

• Collaborated with business users to define, analyze and understand technical requirements.
• Translated business requirements into Service Now oriented technical/procedural requirements.
• Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters.
• Designed Workflows and worked on CMDB and Asset Management, Service Catalog, Workflow Design and Configurations.
• Created various SLA as per client requirement with the Incident Management applications.
• Collaborated with Technology Service Desk and Service Management to evaluate requests to change, customize, and configure service now.
• Developed Page layouts, Navigations and presented designs and concepts to the clients for the management to review.
• Developed the webpages that included jQuery, JavaScript and AJAX.
• Developed web presentation layer using JQUERY, HTML and CSS according to internal standards and guidelines.
• Designed web applications using CSS and with the help of tags as per W3C standards.
• Developed solutions using web services, SOAP, JavaScript and other web technologies to integrate Service now with internal/external systems and tools.
• Adjusted Service now import sets and transform maps accordingly to ensure data entering service now tables match the company outlined requirements.
• Documenting and defining data models for IT Service Catalog.
• Hands on experience in maintaining CMDB while tracking the record of configurations stored in CMDB.
• Extensively used JavaScript to write business rule, client scripting, UI actions and for the client validations.
• Worked on Orchestration to automate the top and frequently used service requests.
• Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
• Promote and support the deployment of Service Management processes to all groups interacting with the Service Catalog
• Coordination with BMC on known bugs/issues and apply bug fixes/service packs.

Environment: Service Now, ServiceWatch , Asset Management, Incident Management, SCCM, Casper, Problem Management, Fire eye, HTML, CSS, MS SQL server 2008, PowerShell , Jelly Script, Service Now Portal

Confidential

Service Now Administrator

Responsibilities:

• Customization and Administration of ITSM, Incident, Change, Problem and Knowledge management, Service Catalogs, CMDB and Workflow Management in Service Now.
• Involved in requirement gathering and creating of technical documentation for development.
• Provided analysis, design and development of Service Now trouble ticketing and incident management systems to support the company's technical operations.
• Worked on huge Workflow design for on boarding and off boarding of a partner/ employee/contractor based on the requirements provided by the teams.
• Developed multiple Service Catalog Items with minimal time by getting together the teams to provide their valuable suggestions and creating reusable workflows and variable sets.
• Performed day-to-day administration of the Service Now Tool . Maintain business services and configuration item relationships in Service Now tool.
• Used data sources to migrate data from excel sheets to Service Now through transform map to target tables.
• Worked on Discovery to pre-populate CMDB Classes such as Network Devices, Servers, and Databases etc.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests in the platform.
• Created schedules, reports and monitor performance of Service Now. Documented all implementations and best practices defined within the team.
• As a part of support activity, resolve incidents by providing proper root cause investigation.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Managed users, groups and roles with user administration, data with Tables, the CMDB, Import Sets, and Update Sets
• Create Workflow activities and approvals and Implement new workflows that use a variety of activities.
• Developed and improved user systems procedures, and prepared systems documentation.

Environment: Service Now, Change Management, Incident Management, Problem Management, ITIL, HTML, Java script, XML, AJAX, CSS, and CMDB.

Confidential

UI Developer

Responsibilities:

• Involved in Requirement gathering phase to gather the requirements from the business users to continuously accommodate changing user requirements.
• Converted business requirements into technical requirements in preparation of High level design document and Functional specifications.
• Design and implementation of new feature or software components for the front-end of a large Web application.
• Developed front-end UI pages and necessary backend classes to support data access and user authorization.
• Responsible for translating designs and concepts into highly usable and engaging web applications using a variety of technologies.
• Extensively worked on designing web pages using HTML, DHTML, CSS, JavaScript and Ajax.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Implemented various Validation Controls for form validation and implemented custom validation controls with JavaScript validation controls.
• Designed CSS based page layouts that are cross-browser compatible on all the major browsers like Safari, Chrome, Firefox and IE.
• Used MS Visio, Dreamweaver and Photoshop tools for web application development.
• Developed front-end UI pages and necessary backend classes to support data access and user authorization.

Environment: Service Now, Change Management, Incident Management, Problem Management, ITIL, HTML, Java script, XML, AJAX, CSS, and CMDB.