SUMMARY:

• 6+ years of Experience in IT industry, have worked involved in developing, implementing, configuring, testing and maintenance of various web based applications.
• 3+ years Technical Experience on ServiceNow Developer/Admin with expertise in ITSM Applications and Technical Support.
• Strong exposure to ITSM applications like Incident Management, Problem Management, Change Management, Asset Management, CMDB, Service Level Management, Content Management, Knowledge Management, HR Management.
• Experience in Outage Communication, Business Impact Analysis, IT Service Continuity Management.
• Develop and implement an enhanced knowledge feedback process as well as submission process.
• Experience in implementing Knowledge Management governance, version control, document audits and document usage policies.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Specialty areas using ITIL best practices - Incident/Problem Management, Change Management, Demand Management, and SLA.
• Strong analytical and problem-solving skills and the ability to interpret and communicate facts and data.
• Good Knowledge of ITIL and ITSM best practices.
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement and Service Request Management.
• Excellent team member with a strong ability to lead and balance multi-project workload.
• Good Understanding in gathering Systems Requirements Analysis, Design, Coding, Testing, Implementation and Documentation.
• Incident Management where issues of high critical Infrastructure and Applications in production environment were facilitated with escalations, outage communications, and bridge calls management targeting restoration of services the sooner. Monitoring tools are leveraged to detect the most of the incidents.
• Problem Management where recurring issues are ticketed and discussed in the global meetings in regular intervals for enriched permanent solution.
• Change Management where the configuration items’ (CIs) change request are approved after understanding the business impact, operation hours, duration of the change and reason for the change.
• Experience in developing strategy and identify and document the type of knowledge gaps that exist in current knowledge base.
• Experience in developing appropriate workflows for knowledge management and any variations based on type of knowledge article
• Experience in implementing Knowledge Management governance, version control and document usage policies.
• Good communication, analytical, leadership and project management skills.

TECHNICAL SKILLS:

ServiceNow Tools: Service Catalog configuration, Incident Management, Problem Management, Change Management, Create update sets, Move update sets between instances, CMDB, Service Level Agreement

Languages: JavaScript, C++, Basic Java, HTML/CSS

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

ServiceNow Developer

• Involved in requirement gathering sessions and creation of functional and technical design documents as per the requirements from the business team.
• Involved in creation of ServiceNow applications, modules, and tables as per requirements, Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Customization of forms for various ServiceNow applications, creation and configuration of business rules, client scripts as per the required functionality, setting up the SLA as per the requirements.
• Configuring the UI Actions, UI Policies, creation of reports, dashboards in ServiceNow.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Loaded Catalog Items into Service Now from BMC Remedy.
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.

Confidential, San Antonio, TX

ServiceNow Developer

Roles and Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various ServiceNow modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on CMDB from the scratch.
• Worked on domain separation.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML.
• Worked on UI Macros to create pages as templates on requirement from the stakeholders.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client-side changes.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.

Environment: Service Catalogs, Workflows, CMDB, Knowledge, Change - Risk Assessment, LDAP, CSS, JavaScript, Ajax, Web services.

Confidential, St Louis, MO

ServiceNow Consultant

Responsibilities:

• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements.
• Incident Management and Problem Management activities.
• Reviewing SLA performance and recommend corrective action.
• To follow up on escalations and issues with clients and management.
• Prepared Outage reports.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.
• Develop and implement an enhanced knowledge feedback process as well as submission process.
• Reviewing change requests for completeness and accuracy.
• Working with service providers to schedule changes.

Environment: Service Catalogs, Workflows, CMDB, Knowledge, Change - Risk Assessment, LDAP, CSS, JavaScript, Ajax, Web services.

Karvy

Java Developer

• Implemented Agile (Scrum) Methodology that included daily scrum meetings with team.
• Developed and maintained web applications utilizing open source technologies like Hibernate ORM, Spring Frameworks.
• Client engagement developer and implementation engineer for code install to production.
• Responsible for understanding the functional requirements, writing the technical design and developing the requirements.
• Worked in Distributed System applications.
• Analyzing, designing and implementing change requests for the C/C++.
• Implemented RestFul webservice.
• Implemented Multi-Threading.
• Used ETL tools for data extraction like Sybase - Data Integrated Suite ETL.
• Used issue tracking tool JIRA to keep track of the work assigned and updated the status.
• Used Remedy for change ticket handling.