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Servicenow Developer / Admin Resume

Boston, MA


  • A Qualified IT Professional wif around 7 years of extensive IT experience and 6 years of experience as a ServiceNow Consultant in ITSM applications administration and tech support.
  • As a ServiceNow Certified System Administrator, having good experience in end to end ServiceNow implementation and integrations.
  • Strong noledge of ITIL v3 methodologies, ITSM concepts, enterprise IT architecture, relational databases.
  • Experience in working on the ITIL Process modules like Release Management, Service Request, Knowledge Management and Reporting.
  • Extensive experience in configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
  • Excellent noledge of ServiceNow Best Practices and ongoing noledge of latest ServiceNow features
  • Ability to develop quality documentation dat clearly articulate solutions and the ability to perform demonstrations
  • Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management.
  • Ability to effectively share technical information and train and mentor less experienced or noledgeable team members
  • Experience in configuring in Email notifications in Service Now, UI Pages, UI Macro, Scheduled jobs, Script includes, Events.
  • Configured LDAP Server, for pulling user and group data from Active Directory.
  • Self - starter wif excellent attention to detail, ability to multitask, and effective time management skills
  • Ability to manage tables, relationships and metadata in ServiceNow
  • A ServiceNow Technology Analyst wif experience in implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management wif extensive noledge of Content Management System.
  • Implemented ServiceNow ITOM products, including Discovery, Service Mapping, and Active Directory Password Reset (Orchestration) Applications.
  • Expertise in CMDB bulk data loads data reconciliation wif the halp of Import sets and transform maps.
  • Experienced in installation, configuration and administration of CMDB, along wif Discovery, Hardware and Software Compliance Asset Management. Attained good working noledge on Probes, Sensors, and Identifiers, along wif WMI, SNMP, SSH devices.
  • Experience in SaaS software configuration and development using Web Services and Simple Object Access Protocol, XML and AJAX.
  • Hands on experience in web development using HTML, JavaScript, Jelly and CSS.
  • Participated in upgraded versions of ServiceNow. (Berlin, Geneva, Jakarta, Kingston, London)
  • Mid Server Process Configuration for Windows & Linux, Workflows, Configuration Management Database (CMDB)
  • Profound Communication and personal skills, excellent presentation skills, effective public speaker and ability to maintain excellent cooperative working relationships wif co-workers and Management.
  • Proven record of providing outstanding customer service, talented relationship developer, self-motivated professional who seeks challenge and opportunity in ServiceNow ITSM platform development, support and management.
  • Expertise in using IDE like Eclipse and NetBeans for debugging and coding standards.


Technologies: Service Now - IT service management, ITIL, Net cool, Microsoft visual studio, Putty, SAP Business Objects.

Database: Oracle, SQL, MySql

Scripting: Java script, HTML, XML

OS Platform: UNIX/Linux, Windows

Reports: SAP Business Objects reports, Tableau

Microsoft Applications: MS Office

Software Methodologies: Waterfall, Agile, Scrum


Confidential, Boston, MA

ServiceNow Developer / Admin


  • Gathered requirements for Incident, Problem and Change Management applications in ServiceNow.
  • Administration of ServiceNow applications Incident, Change, Problem, Knowledge Base, Service Catalog, Workflows, SLA's, Reporting.
  • Configured UI Pages and UI Macros using the Jelly and JavaScript.
  • Core Application Administration Policies Interactions, Application Security, Events Notifications.
  • Moving data in and out of an instance using Import Sets and Transform Maps and also auto import of data into service now from downstream applications.
  • Implemented SOAP web services integration autantication model and Custom Processors.
  • Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
  • Resolving scalability and performance issues both in Applications as well as in WebLogic Application Server.
  • Performed Data migration of CI Attributes for CMDB using Import sets
  • Developed custom probes and sensors to populate CMDB wif pertinent asset data via JavaScript, Perl, and PowerShell.
  • End-to-end development of the catalog item which includes requirement analysis, Service Catalog design using utilities like Record producer, Order guides, Catalog Client Scripts, Glide Ajax, Script includes, Scratch Pad, Emails etc
  • Involved in daily, weekly and monthly meetings wif client on the work progress and discussions on the upcoming work
  • Worked on the integration of third-party applications into ServiceNow using APIs and Web Servers.
  • Experience in working wif Script Includes and Scripted Web Services.
  • Worked wif JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
  • Conducted internal review sessions to validate use case documents and prepared high level documentation for development and testing.
  • Involved in documenting of entire process and performing Production Support.
  • Worked on UI Macros to create pages as templates.
  • Worked on loading the data into ServiceNow using import sets.
  • Created Email notifications and scheduled in ServiceNow.
  • Integration of ServiceNow wif LDAP for autantication and SSO
  • Worked on the Integration of Jira to ServiceNow for Incident Management.
  • Used Sever Side Scripting, developed Business Rules, UI Actions to meet business requirements.
  • Worked on implementing different functionality of Knowledge Management for different types of end users
  • Used Update Sets for moving group of customizations from one instance to another.
  • Worked as Core developer to Support Incidents and Requests.
  • Worked on CMDB dat involves importing the data and establishing the relationship between multiple Cis.

Environment:ServiceNow, Service Catalogs, Kingston, Helsinki, SQL, ITIL, JavaScript, Business Rules, UNIX, JSON, Web services, SOAP, SQL, XML, HTML, Integrations, MYSQL, agile, Windows

Confidential, Dover, NH

ServiceNow Developer


  • Performed day to day administration of the ServiceNow Tool, Maintain business services and configuration item relationships in ServiceNow tool.
  • Implemented ServiceNow Discovery and CMDB and integrated it wif Change management.
  • Installed MID Servers on remote desktop and conducted tests required for Discovery.
  • Worked on business requirements and technical specifications for ITSM platform.
  • Re-built Service Catalog Items wif minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.
  • Developed new service catalog items and fix bugs in incident, problem and change management.
  • Performed routine troubleshooting exercises for CI errors for WMI (Windows), SSH (Unix), and SNMP (Network) devices during Classification, Identification and Exploration stages of Discovery.
  • Performed mapping using ServiceNow Service Watch.
  • Integration wif ADDM (Discovery Tool) into CMDB via CMDB Sync.
  • Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
  • Utilized Java Scripting in Business Rules, Client Scripts, UI Policies and UI actions to deliver solutions dat automate and audit business processes to customize the instance as per Business needs.
  • Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements.
  • Worked wif engineers and application developers' groups to implement solutions for the company's LDAP services.
  • Developed solutions using JavaScript, Web Services, SOAP, and other web technologies to integrate ServiceNow wif internal, external systems and tools.
  • Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
  • Participated in validating Form and Table level using UI Policies in ServiceNow.
  • Used data sources to migrate the data from excel sheets to ServiceNow through transform maps.
  • During development worked wif JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
  • Resolving incidents wif proper root cause investigation as a part of support activity.
  • Created several Workflows and Workflow scripts using Workflow Editor.
  • Used ACLs for controlling the security mechanism in ServiceNow.
  • Developed reports as per requirements from management.

Environment: ServiceNow, JavaScript, JSON, JavaScript, Web services, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM, JIRA, REST API, SOAP, SLA, MID Server, Airwatch, and CMDB.

ServiceNow Senior Systems Administrator



  • As a part of support activity resolve incidents by provided wif proper root cause investigation.
  • Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
  • Performs core configuration tasks including system policies, business rules and client scripts.
  • Manages data wif Tables, the CMDB, Import Sets, and Update Sets.
  • Use SCRUM/Agile development methodologies
  • Creates Workflow activities and approvals. Implement new workflows dat use a variety of activities to understand how records are generated from workflows.
  • Involved in requirement gathering sessions.
  • Involved in creation of ServiceNow Applications, Modules, and Tables as per requirements.
  • Involved in customization of forms for various ServiceNow applications.
  • Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
  • Involved in redesigning the workflows using ServiceNow workflow editor.
  • Preparing and sending the weekly daily reports to client and explaining the activities performed by team to IT operations manager.
  • Performs migration activities Dev to QA, QA to Prod
  • Creating ServiceNow reports and dashboards.
  • Manages users, groups and roles.
  • Working noledge of JavaScript, CSS, and HTML5 for responsive design
  • 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
  • Enhancement and improvisation of tool in terms of features and capabilities to be made available to customers.
  • Coordinates installation of ServiceNow upgrades and/or service packs.
  • Develops and improves user systems procedures, and prepares systems documentation.
  • Involved in creation and configuration of business rules, client scripts as per the required functionality.
  • Involved in setting up the SLA as per the requirements.
  • Involved in configuring the UI Actions, UI Policies, Client side scripting and server side scripting.
  • Establishes and maintains effective communications wif customers, other technology specialists, and vendors about services.
  • Creating and maintaining the Netcool Groups, Class, user’s profiles and deliver appropriate privileges.
  • Installing agent and enabling the monitoring (Enabling Infra monitoring) on UNIX / Linux boxes.
  • Understanding of XML configuration built on UNIX and Linux boxes.
  • Good understanding in uni-directional and bi-directional gateway, perform restarts of process on netcool probes and Object servers.
  • Training clients on creation of Netcool views, maps, and filters. Perform checks on SQL conditions which are defined to Netcool filters.
  • Extracting or creating Custom reports from Database through SQL condition.

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