SUMMARY:

• Certified in ServiceNow System Administration. Leading a team of developers and also responsible for project delivery.
• 7+ years of experience as a ServiceNow Developer & Administrator with sound knowledge of SDLC process.
• ITSM Suite - ServiceNow Administration and Development.
• Strong knowledge on LDAP with Service Now.
• Experience working on Web services in ServiceNow, integrated BMC Remedy and Salesforce Applications.
• Exposure to UI Policies, UI Action, Notifications and Workflows in Service Now.
• Hands on experience on Madrid Version in Service Now. Also have done migration from Kingston to Madrid.
• Developed on HTML, AJAX
• Strong knowledge on Java Scripting and Jelly Scripting.
• Created Custom Application Creation in SNOW.
• Created Reports in SNOW.
• Developed Inbound and Outbound Email Actions.
• Knowledge on Service Now Integrations
• Implemented CMDB and Discovery.
• Knowledge on Orchestration, Event Management and Cloud Management ITOM modules.
• Integrations using REST APIs
• Access restrictions using ACLs.
• Worked on the technical implementation of Service Catalog.
• Strong knowledge on Water fall model
• Strong knowledge on AGILE Process
• AGILE methodology in implementing projects.

TECHNICAL SKILLS:

Participating in Production implementations of Projects/SRs Worked on foundation data to develop Incident Management, Change Management & Problem Management.

Integrated LDAP with Service Now.

Incident, Change, Problem Management, Content ManagementKnowledge, Mobile Interface Configuration, LDAP IntegrationService Catalog, Configuration Management, IT Assets Management

UI Page, UI Macros, UI Actions, UI Script, UI Policy, Client script, Business Rules, Access

Control, Ajax and Jelly, Script Includes, Email notifications, Inbound Email ActionWorkflow, Service Catalog, Approval, Scheduled Jobs, System Properties

Created various front end forms and associated Client script, UI policies, including advanced customization that requires modification of UI pages/macros.

Has in depth knowledge of the technical implementation of Service Catalog.

Have good knowledge of server side scripting.

Also, have knowledge on update sets and import sets.

Created schedule jobs to execute scripts periodically.

Designed several workflows, along with standard ones which can be reused.

Worked on notifications and events.

PROFESSIONAL EXPERIENCE:

Confidential, Owings Mills, MD

Senior ServiceNow Administrator / Developer

Responsibilities:

• Working as Assistant Consultant, responsible for defining the scope of development within the context of delivery.
• Involved in creation & allocation of stories among different individuals involved in an application.
• Developed GUI’s for all the applications along with validations (Business rules, client scripts & script includes)
• Perform Service Now Upgrades periodically.
• Schedule Upgrades in the Hi Portal.
• Participate in Triage Calls every morning to provide status on various and assigning tasks.
• AGILE methodology in implementing projects.

Technology: ServiceNow, JavaScript, Jelly, HTML

Confidential, Dallas, TX

Senior ServiceNow Administrator / Developer

Responsibilities:

• Working as Senior ServiceNow Developer, responsible for production support of the Onboarding HR Application.
• AGILE methodology in implementing projects.
• Responsible to fix all the incidents assigned to the group as a production support specialist.
• Also work on BAUs (Business as Usual) tasks, that are assigned by Business Users/Stakeholders as part of enhancements.
• Perform Service Now Upgrades periodically.
• Schedule Upgrades in the Hi Portal.
• Participate in Triage Calls every morning to provide status on various and assigning tasks.
• Understand and code the Onboarding Application which is a completely custom application developed in ServiceNOW
• Worked on SOAP Integrations with ServiceNOW.
• Integrated Service now with Active Directory to get user details.

Technology: ServiceNow, JavaScript, Jelly, HTML

Confidential

Incident manager

Responsibilities:

• Working as Assistant Consultant, responsible for defining the scope of development within the context of delivery.
• Involved in creation & allocation of stories among different individuals involved in an application.
• Developed GUI’s for all the applications along with validations (Business rules, client scripts & script includes)
• Developed different types catalog items,
• On boarding Request
• Off boarding Request
• Hardware Requests
• Software Requests
• Access Management Requests
• Developed a custom application Issue Management used for Tracking Issues in NBS.
• Deployed applications in the SNOW environment.
• Worked on Bootstrap in SNOW.
• Worked on SOAP Integrations with ServiceNOW.
• Integrated Service now with Active Directory to get user details.
• Handling non production environment activities like log in restriction only to admins (installations exits), email masking after cloning.

Technology: ServiceNow, JavaScript, Jelly, HTML

Confidential

ServiceNOW Administrator / Developer

Responsibilities:

• Service Now tool is configured for TESCO. Incident, Problem, Change Management, Service Catalog, CMDB were implemented. To get user details Service Now was integrated with Active Directory.
• AGILE methodology in implementing projects.
• Developed ServiceNow workflows, forms and dashboards.
• Build and deploy UI Policies, UI Actions, Script Includes, scheduled jobs, import sets and transform maps for importing data into the ServiceNow environment
• ServiceNow upgrades.
• Managing multiple update sets within different ServiceNow instances
• Worked on Soap Integrations in ServiceNOW environment.
• Build reports in the ServiceNow environment.
• Developed different types catalog items,
• Web services in ServiceNow. Integrated BMC Remedy to ServiceNow.
• Worked on PPM (Project Portfolio Management) module in ServiceNOW, created different portfolios and the mechanism to keep track of the progress of different projects.
• Worked on Asset Management, Inventory Management, CMDB and Discovery modules in ServiceNow.

Technology: ServiceNow, JavaScript, Jelly, HTML

Confidential

Incident Manager

Responsibilities:

• Configured ServiceNow for Confidential Incident, Problem, Change Management, Service Catalog, CMDB were implemented. To get user details Service Now was integrated with Active Directory.
• Analyze data for migration to ServiceNow file formats and integrating using the import functionality.
• Worked on migrating the ITSM implementation from BMC Remedy to ServiceNow
• Designed and implemented Workflows inside the ServiceNow environment.
• Rest integration in ServiceNow
• Developed different catalog items: Bundled requests, HR and Facilities Modules
• Worked on Configuration Management and Service Level Management in ServiceNow.
• Integrated Service now with Active Directory to get user details.
• Work collaboratively with analysts, developers, tester, QA, and project managers.

Technology: ServiceNow, JavaScript, Jelly, HTML

Confidential

Software Engineer

Responsibilities:

• HWDM DataMart is mainly used for plan sponsor reporting in Informatics domain. This DataMart contains the information of the below classes:
• Care Plan
• Customer
• Health Guidelines
• Member
• Network
• Plan
• Product
• Participation in the requirement analysis and requirement walkthrough meetings.
• Seeking Clarifications on the requirements whenever required.
• Maintaining the requirements in the Clear case.
• Providing estimations after the analysis of the requirements.
• Preparation of the Testing Strategy, Test Plan, Test Script (All the Test Deliverables).
• Self-Review of the Test Deliverables.
• Uploading the Test Deliverables to Clear case and Quality Center.
• Presenting Test Deliverables to the Clients.
• Involved in Test Execution using IBM DB2
• Testing effectively and finding the defect at initial stages.
• Tracking the Defects in the Clear Quest.
• Retesting the Defects and Closing them.
• Carrying out the initial study of the application.
• Involved in preparing the deliverable like Bug Report and Daily Status Reports.
• Onsite - Offshore co-ordination.

Technology: SQL (IBM DB2), ABINITIO, UNIX

Confidential

Informatics - AetInfo (Data Warehousing)

Responsibilities:

• Analyzing the BRD (Business requirement Document) provided by the Business Analysts of Aetna.
• Attending the walk through meetings of requirements given by client.
• Estimating the effort, size and schedule required for each release.
• Giving walkthrough of different deliverables viz. Test Strategy, Test Plan and Test Scripts prepared to business, BAs and Development team.
• Analyzing the Test data required for testing and requesting for the same and even setting up data in the test environment.
• Executing and monitoring Mainframe jobs and Zeke schedule in Mainframes and Data stage.
• Preparation of test scripts in Quality Center as per the business requirements.
• Participating in Onsite/Offshore Conference call.
• Decipher the Requirement document in to SQL queries.
• Performing System and Regression Testing.
• Defect Tracking and Managing Defect Life cycle.
• Attending triage calls between Business, development and testing team.
• Consolidation of issues among the team and coordinating between the client and team members till they are resolved.
• Retesting and closing the defects if the defect is fixed in ClearQuest.
• Preparing, Reviewing and Sending the daily status report to the onsite coordinator and client.
• Reviewing Test Strategy, Test plan and test cases prepared by the peer team members.
• Mentoring new team members and giving KT on projects and Tools used.
• Performing the role of Configuration Controller (CC) in the team.
• Preparation of minutes of meeting for offshore project meetings.

Technology: SQL (IBM DB2), UNIX, Mainframe, Abinitio, QTP and DataStage