SUMMARY

• Over Thirteen (13) Years of extensive IT experience in software Design, Testing, Migration, Production support and Implementation of Software applications and with proven expertise for 4+ years as ServiceNow Admin/Developer.
• Strong in analysis, design, and development with Object Oriented Programming and Service Oriented Architecture.
• Expert in converting customer requirements to ITOM and ITSM technical requirements.
• Implemented extensive ServiceNow ITOM discoveries, implemented discovery probes and sensors and customized them for business requirements.
• Integrated ServiceNow ITOM discovery with CMDB and developed business service maps and views
• Network discovery experience with HP NNMi and good understanding of scoping and discovering IT networks, devices and applications.
• Developed UI polices UI actions, UI scripts, Script Includes and business rules for different projects and developed workflows to integrate components.
• Experience in End to End life cycle of Data migration project for TWO projects using the System development life cycle methodology.
• Worked on Complex workflows and created service catalogs based on the customer requirements using Client Scripts, UI Policies
• Great amount of experience in design and development of Custom application, Service Catalog and Incident management from the scratch.
• Integrated LDAP (ADFS ) with ServiceNow and configured Single Sign on (SSO) for intranet.
• Configured ServiceNow MID servers in customer environment and created cluster in ServiceNow to with stand the heavy load of requests.
• Developed scalable solutions and reviewed business processes, provided technical advisory services for multiple options and risks.
• Evaluated and documented business processes and functional requirements, analyzed and studied request processes and future automated processes.
• Designed and formulated application requirements and test conditions, executed sprint planning and business estimation services with developers.
• Designed and developed client scripts, business rules and writing JavaScript.
• Implemented UAT activities in coordination with business units.
• Prepared workflows and web prototypes for multiple technical solutions.
• Integrated tools with ServiceNow applications utilizing MID server and email technologies.
• Good knowledge on JavaScript, PowerShell and PERL scripts.

PROFESSIONAL EXPERIENCE

Confidential, VA

Sr. ServiceNow Developer

Responsibilities:

• Creating Business Rules, Script Includes, UI Actions, Scheduled Jobs asper the customer and business needs.
• Developing prototype for custom application development from scratch. That includes Data dictionary, Business rules, Script includes, UI scripts, Glide record queries, Client scripts, Access controls and REST/SOAP web services.
• Creating Service Catalog Items and Record Producers for Service Request Management.
• Creating widgets and reporting dashboards on Service Portal for performance visualization at managerial level.
• Expert in the various modules of SNOW such as Incident, Problem, Change, ITOM, Event Management, CMDB/Asset, SLM, Knowledge Management, Report/ Performance Analytics, Service Catalogs, Content Management System/Service Portal, Web Service Integration and new custom application development.
• Maintain and implement multiple integrations with 3rd party platforms Configure and maintain mid - servers as needed Collaborate with team members to look for ways to continuously improve our enterprise platform related processes
• Worked on ServiceNow client and server-side JavaScript and the ServiceNow APIs
• Business Rules, JavaScript, SOAP, REST SSO-SAML Setup and Integration of ServiceNow to other Applications
• Customized ServiceNow using UI Pages, UI Macro & Confidential using CSS, HTML, and Jelly.
• Designed and developed prototype for ServiceNow Confidential website using HTML5, CSS3, jQuery and Java Script.
• Developed proof of concept for integrating LDAP with ESS. ADCS, ADDS and ADFS configurations were performed accordingly

Confidential, PA

Sr. ServiceNow Developer

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.
• Gathered requirements from client / Business for attributes needed to develop Service Catalog items.
• Identified and Recommended the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Involved in creating Technical Design Documentation for Migration from existing technologies to ServiceNow.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Created various front-end forms.
• Created Update Sets to migrate customizations from one instance to another instance.
• Created Email Templates and Email Notifications.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Developed reports as per requirements from management.

Confidential, CA

Sr. ServiceNow Developer

Responsibilities:

• Worked on Workday Integration with Servicenow
• Worked on Employee Onbaording, Offboarding and Employee Transfers in HRSM module.
• Developed Lifecycle Event cases and created Activity Sets.
• Worked on both Server and Client side scripts, Email Notifications, Email Scripts, User Administration, Inbound Actions, UI Actions, UI Policies, Schedulers, System Properties, Data Sources, Transform maps
• Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Customized Email Notifications, Email Templates and triggering emails using Events.
• Developed navigation wizard prototype to capture user request data. Webpages were dynamically generated with jQuery and JavaScript based previous tab input selection.
• JSON data model used to capture data between each and every tab. Used HTML5 local session storage option to capture data between tabs that reduces processing time between Server and client
• GlideAjax API used to load data from server and to submit request from client side.
• Designed and developed user self-registration, activation, security questions setup and password reset process with ServiceNow.
• Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Setup Team development process to check-in and check-out code from different developers.
• Developed automation testing use cases using Selenium Builder and used Sauce labs to test cross browser and cross platform functionality.
• Customize CSS styles were used to maintain the uniformity throughout the application.
• Configured events, notifications, Inbound email actions and access controls.

Confidential, Chicago

Sr. ServiceNow Developer/Lead

Responsibilities:

• Working as the primary design and implementation SME on ServiceNow.
• Developing proof of concept for integrating LDAP with ESS. ADCS, ADDS and ADFS configurations were performed accordingly.
• Integration with Azure and ServiceNow for auto ticketing system.
• Configured Incident Management, Knowledge Management, Service Level Management, Project Management, Resource Management, Demand Management, Performance Analytics in ServiceNow
• Integration of AD with ServiceNow using MID Server
• Integration of Inbound Emails with ServiceNow
• Worked on UI Pages, UI Macros
• Implemented ServiceNow's ServiceWatch and/or Discovery tools and created business service maps.
• Configuration of automated email notifications for Service Desk, Incident Management and Service Catalog modules
• Implemented CMDB Bi-directional Web Services integration.
• It involves consuming RESTful web services, publishing SOAP web services, using Business Rules, Script Includes
• UI Actions and other ServiceNow scripting modules to support data synchronization and business logic.
• Configured SLA’s in SLM module for Incident Management & Service Catalog modules

Confidential, Dallas TX

Sr. ServiceNow Developer/Lead

Responsibilities:

• The primary focus of the project was to implement Incident, Change, Service Request (SRM), Problem management modules along with Orchestration.
• Participated in team meetings to discuss and finalize the requirements from client.
• Designed road map to implement SRM and Orchestration modules. Suggested best practices to develop workflows.
• Actively involved in development of UI policies, UI actions and Business rules to implement Incident management.
• Configured events, notifications, Inbound email actions and SLA rules for incident management process.
• Developed reusable server side (Glide) scripts and Script include modules.
• Designed Service Catalog from the scratch. Developed SRM forms and necessary scripting elements.
• Developed reusable SRM workflows i.e Approval workflows, Notification workflows
• Developed orchestration workflows to perform repetitive tasks and reduce human effort.
• Integrated Active Directory with ServiceNow and enable Single Sign on (SSO). Designed workflow to fetch user details from Active Directory and push in ServiceNow every day.
• Integrated HP OM with ServiceNow that helped to create incidents ServiceNow if any node in network goes down.
• Pushed update sets to production and monitored efficiency of the workflows continuously.
• Deployed MID servers in Development, Test and Production servers. Fixed issues occurred in the process.
• Prepared user manuals for the users and trained them through online.
• Performed Unit testing to check efficiency of the workflows.
• Provided consistent support to the client and fixed several issues within the time.

Confidential, NYC

ServiceNow Developer

Responsibilities:

• Migrated Remedy to Servivenow platform and Conducted daily team communication for schedule, migration issues, completed workstations and users.
• Prepare the Level 1, Level 2 and Level 3 plan for migration and walk through it with business stake holders and get the necessary approvals for migration.
• A Service Now Technical Expert with experience on implementing end-to-end Service Catalog, Configuration & Asset Management, Release Management with extensive knowledge on Content Management System.
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Configuration and customization of Helpdesk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Created and managed ITAM policy, process and procedures for all software and hardware assets.
• Managed ITAM initiatives between the finance, IT applications and IT Operations teams.
• Created and execute ITAM compliance and audit framework across the IT Organization.
• Created asset Management reports and dashboards.
• Tracking accuracy of the physical, contractual and financial obligations and total cost of ownership for the entire IT asset portfolio.
• Utilized JavaScript, HTML, CSS in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes. to customize the instance as per Business needs.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development
• Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change Service Now modules.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Design, configure and Implement ServiceNow components to meet specific business needs to support ITIL and business processes that are simple, intuitive and easy to use, allowing customers to extend and customize.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Involved in Scheduled Release support activities
• Involved in designing, developing complex mappings using transformations like Connected/Unconnected Lookups, Router, Filter, Expression, Aggregator, Normalizer, Joiner and Update Strategy.

Confidential, Florida

ServiceNow Developer

Responsibilities:

• The primary focus of the project was to implement Incident, Change, Service Request (SRM), Problem management modules along with Orchestration.
• Participated in team meetings to discuss and finalize the requirements from client.
• Designed road map to implement SRM and Orchestration modules. Suggested best practices to develop workflows.
• Actively involved in development of UI policies, UI actions and Business rules to implement Incident management.
• Developed reusable server side (Glide) scripts and Script include modules.
• Designed Service Catalog from the scratch. Developed SRM forms and necessary scripting elements.
• Developed reusable SRM workflows i.e. Approval workflows, Notification workflows
• Implemented catalog variable set to store and forward Service Request data to Orchestration workflows.
• Developed Orchestration workflows to perform repetitive tasks and reduce human effort.
• Integrated Active Directory with ServiceNow and enable Single Sign on (SSO). Designed workflow to fetch user details from Active Directory and push in ServiceNow every day.
• Integrated HP OM with ServiceNow that helped to create incidents ServiceNow if any node in network goes down.
• Pushed update sets to production and monitored efficiency of the workflows continuously.
• Deployed MID servers in Development, Test and Production servers. Fixed issues occurred in the process.
• Prepared user manuals for the users and trained them through online.
• Performed Unit testing to check efficiency of the workflows.
• Provided consistent support to the client and fixed several issues within the time.

Confidential

Software Admin/ Developer

Responsibilities:

• Service Desk Management, Incident Management, Service Level Management,Problem Management, Change Management, Configuration Management
• Customizing Formats, Format Control, Links, Display Option.
• Managing users, profiles and roles for users.
• Customizing and configuring notification, SLO, alerts, event base macros, device file.
• Creating / modifying process, states, stored query, triggers, wizards, objects, menus, and inbox view as per business workflow requirement.
• Creating unload scripts for Application migration from development to production using unload files.
• Preparing Test cases and executing the result on the development servers.
• Root cause analysis and resolution of the major incidents with in SLA
• Managing users, profiles and roles for different - different users
• Customizing and configuring notification, SLO, alerts, event base macros, device file
• Configured E-Mail alerting for respective teams from Service Manager
• Configured User roles, menus & Profiles as per the user requirements
• Integration of HP SM with HP NNMi
• Creating unload scripts for Application migration from development to production using unload files

Confidential

Sr. Systems Engineer

Responsibilities:

• This is a migration of jobs from One server to another. This is part of Corning Data Center migration. ETL jobs were migrated to another DC.
• Worked lot of pre-migration task / check list to avoid any surprise we have after the jobs are migrated to new environment.
• HP SM User Creation & Deletion (Contact/Operator).
• Creating Location/Circle.
• Creating CTIP’s (Category, Sub-Category, Product & Problem type).
• Creating Assignment (Support) Group.
• Creating Resolution & Resolution Sub-category.
• Inactivate/Revoke access/Password reset to users.
• Creating Scrolling message in Service Manager URL.
• Installing Operations agents, granting certificates and deploying policies on to the servers through HP OML for server performance monitoring
• Configuring email Notifications for any disk threshold limit alerts of the servers, OML
• Configuration of automated email notifications for triggered Alerts, Performance reports and device configuration changes.
• Established architectural design for development, test, stage and production environments.
• Create OVO/OML templates and scripts to provide monitoring solutions as needed by the clients. Deployed agents and configured OML per business requirement.
• Migrate the existing de-centralized legacy monitoring systems to a single platform of monitoring (HP Tool Set).
• Worked on the design and architecture from tools perspective for the Enterprise for monitoring a complex Heterogeneous Environment

Confidential

Software Engineer

Responsibilities:

• Configured HP BAC Monitoring Suite - HPOM, HP NNMi, HP SM, HP OMi, SiteScope
• Have developed and supported Monitoring tools like HP NNM, HP OML application servers.
• Created views for each application and created MYBAC dashboard for business users.
• Created custom dashboard KPI as needed.
• Configuration, tailoring and customization of HP Network node manager
• Configuration of regional node manager with Global node manager
• Discovering of devices, interfaces and components of network environment
• Prepared automated scripts for Scheduling Performance reports
• Integration of HP NNMi with HP iSPI for performance and metrics, Traffic and IP Telephony
• Configured User roles, Node group Maps, menus & profiles as per the user requirements
• Configuration of Single sign on for HP NNMI, ISPI’s and HP NA

Confidential

Network Engineer

Responsibilities:

• WAN Project Implementation.
• Installation & Implementation of Layer 3 Switches (Cisco ME 3400) at each location, and Troubleshooting on Cisco router Implementing
• Giving Acceptance Test and resolving punch points raised by client.
• Configuration of VLANS and inter-switch communication.
• Implementation of HP OVO on UNIX platforms as well as cluster environments.
• Password recovery of Cisco router and switch.
• Upgrading the Cisco IOS of router and switch.
• Maintaining a daily check list of all network devices including health report, bandwidth report and network uptime reports.

Confidential

Systems Engineer

Responsibilities:

• Installing and configuring the Routers (cisco-2800, 3800 series) and Switches (cisco-2500 XL).
• Implement the Intra Network & Inter Network with WAN Technologies
• Integration distribution nodes with core layer nodes
• Integration the Access nodes with Distribution layer nodes
• Maintaining & Managing LAN & WAN in all sites
• Implementation & Backup links of VSAT Sites along with leased lines in all sites
• Document the network design and making provision for future expansion.
• Looking after the System, Servers and Links related problem and co-ordination with team at NOC.