PROFESSIONAL SUMMARY:

• Over 5 years of IT experience with specialized experience in ServiceNow technical implementation of ServiceNow modules such as incident/Change/Problem/Knowledge, Asset Management and service portal.
• Hands on experience with UI Actions, Business Rules, Client Scripts, UI Policies, UI Scripts, UI Pages, Script Includes, ACL's etc
• Expertise in administering ServiceNow modules with, Access Control Lists, Email notifications, Scheduling Reports, Roles, Groups, Defining SLA’s, User Administration, Update Sets, Service Catalogs.
• Experienced in Configuring Email Notifications and Scripting Inbound Email activities using triggering conditions.
• Worked on creation of workflows, Flow Designer for Service Catalog items in ServiceNow.
• Immense understanding in SDLC, Experience in Requirement Gathering, Scrum, Sprints, Sprint Planning, UAT, Creating Stories.
• Successful in upgrading versions , upgrade monitor , upgrade plan , cloning and clone scripts with a proper documentation.
• Worked with Implementing Single Sign On (SSO) using SAML, LDAP, Windows AD Azure.
• Created and worked with various Transform maps to import data from various data sources and loaded data into ServiceNow.
• Good understanding and Implementation on Suites like ITSM, ITBM and ITOM
• Experience in enable test, test Suites Automated Test Framework (ATZ) on Non - Prod instances
• Successful in achieving email notifications and External Web Services Integration using Endpoint web services (SOAP and REST) in ServiceNow
• Used Orchestration to extend workflows to interact with systems and application code outside.
• Created reports using Key Performance Indicator (KPI’S) reports, Performance analytics and build custom PA dashboards
• Gathered and conducted requirement analysis, Business analysis, Use-Case analysis, for Change management and Configuration management (CMDB) in both ServiceNow and CMDB.
• Involved in Design , configuration , testing of workflows to meet business requirements.
• Extensively worked on Configuring Service portal by Designing pages using OOB widgets and Custom widgets.
• Maintained MID Server Configurations integrating with database and CMDB and understanding the concepts of Discovery and its basic troubleshooting steps on ECC Queue log checking.

TECHNICAL SKILLS:

Scripting Languages: JavaScript, Python

Web technologies: HTML, CSS, XML, web Services

Databases: MySQL, Oracle.

Operating Systems: Windows 95/98/NT/2000/XP, LINUX.

Methodologies: Agile, SDLC, Waterfall, SCRUM.

Version control tools: GIT

PROFESSIONAL EXPERIENCE:

Confidential, East Burnswick, NJ

ServiceNow Developer/Admin

Responsibilities:

• Implementation and Administration of ITSM (Incident, Problem and Change ) Management Processes , Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in ServiceNow.
• Created Applications, Modules, tables, Columns as per the requirement specification in ServiceNow.
• Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
• Experience in Customising and Configuring Demand and Project Management .
• Experience in Developing Custom applications based on Customer needs on ServiceNow.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Worked with reporting in configuring Service Level Agreements (SLA).
• Involved in integration with Workday.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Created Record Producers, Order Guides and Catalog Client Scripts and Workflows.
• Involve in migration between various environments in Service Now using update sets and import sets.
• Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance.
• Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Involved in cloning between various environments in ServiceNow.
• Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
• Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.
• Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.
• Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation.
• Designing Technical Specs predevelopment and updated post Development. Developed the business logic based on the requirement.
• Involved in upgrading version of ServiceNow from Fuji to Geneva with focus on Service Catalog and also have knowledge with patches for same version.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5 .
• Worked on Glide AJAX and Glide Records for scripting and UI actions.
• Worked on scheduling the report generation in ServiceNow as per the requirements.
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation of Service Now upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.

Confidential, CA

ServiceNow Developer/Admin

Responsibilities:

• Designed, configured and implemented ServiceNow components to meet specific business needs to support ITIL and business processes
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy , Client Script, UI Action and Business Rules.
• Configured Service Level Agreements to define SLA from both internal and external providers
• Responsible for maintaining and growing data held within ServiceNow such as our users, locations, configuration items, service catalog items.
• Involved in development activity of Catalog Items, Ordered Guides , Custom Related Lists, Custom Tables, Custom Roles and Dictionary fields
• Involved in creating and testing Update Set migration between DEV/QA/Prod environments.
• Created Business Rules, Script Includes , UI Policies, Catalog Client scripts, Client Scripts, Scheduled Jobs, Wizard panels and Wizard Clients scripts , Content item, customizing UI header, Footer
• Developed and maintained APIs and data integration processes between ServiceNow and other services using SOAP , Rest Protocols.
• Involved in implementing PPM and performance analytics end to end.
• Involved in creation of different forms and implemented business logic using Client Scripts, UI policies, UI Pages, Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Planning and coordinating the execution of Implementation with different teams like Business, Stakeholders, Development, Testing, Production Support and have performed validations for all development activities in ServiceNow.
• Configured UI Page and UI Macro using JavaScript.
• Involved in developing DISCOVERY to load configuration information to CMDB.
• Developed Integration with System Center Configuration Manager ( SCCM ).
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Configured end to end process for Knowledge management and worked on the knowledge Centered Support (KCS) plugin.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Worked closely with testing team in developing test cases
• Clarified testing team related tickets and closed them.

Confidential, Sunnyvale California

ServiceNow Developer/Admin

Responsibilities:

• Requirement gathering and analyzing technical compatibility/feasibility on the tool.
• Configuration of forms and views for user interface changes.
• Develop and maintain integration between ServiceNow and other Systems
• Configuration of UI Policies and UI Actions for setting up form behavior.
• Configuration of Workflows to implement process flow as per business requirements
• SSO Integration setup for the domain.
• Email Integration using inbound email actions.
• Configuration of email notifications based on different events.
• Implementing SFTP integration for user creation from Optimal IDM in ServiceNow
• Build and execute test procedures and scripts and participate in associated testing activities
• Maintaining documentation like Technical document, Test cases of entities developed and modified
• Responsible in solving the issues that are raised when the environment upgraded from

  Istanbul to Kingston

• Communicate with managers, end-users, and process owners frequently to establish requirements and guide development.
• Resolution of end user queries.
• Configuration of reports and scheduled jobs as per the Business requirement.
• Deployment/Migration of components from one environment to another using update sets.

Confidential

Associate Software Engineer

Responsibilities:

• Designing, maintaining and building the reusable, efficient and reliable code.
• Developing the service layer that acts as a bridge between the presentation layer and data access layer, with spring framework.
• Implementing the design patterns like MVC to improve performance.
• Assisting in maintaining and updating existing applications and modules.
• Giving assistance and support to programming team members as required.
• Working in an Agile (Scrum) environment.
• Contributed to servlet-based application development.
• Helped design form validation programs using HTML and JavaScript.
• Contributed to development of client side and server-side codes for external and internal web applications.
• Developed PL/SQL for database migration.
• Assisted in creation of report manager views in Oracle and MS SQL servers.
• Assisted in developing Stateless Session Beans.