SUMMARY

• 8 Years of Experience as ServiceNow Developer Involved in creating Widgets for the User Service Portal.
• Hands on experience on various IT Services modules of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, Integration with Web Services.
• Design and configuration experience in ITSM and customizing the applications using Java script, AJAX and HTML in ServiceNow.
• Hands on experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow.
• Assist clients in fully integrating the ServiceNow HR system into their existing business environments.
• Involved in making customizations to Facility Request Management module.
• Expertise in configuring / maintaining / customizing ITSM.
• Experience in integrating ServiceNow with another workflow management system.
• Created update sets to migrate customizations from one instance to another.
• Experience in working on the ITIL Process Configuration like Change Management and Knowledge Management and Reporting in ServiceNow.
• Extensive knowledge and experience in implementation and administration of ServiceNow Asset Manager.
• Good experience in building and managing HR Case Management module.
• Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow.
• Configuring and managing Discovery and Orchestration.
• Life cycle management of cloud updates to ensure platform is current, stable and secure.
• Experience in CMDB, Discovery and integration with other external modules.
• Responsibility of ServiceNow development standards.
• Debugging ACLs and Troubleshooting Issues
• Create ServiceNow reports and dashboards.
• Knowledge on infrastructure/network storage and ITIL.
• Extensive experience working with ServiceNow’s server APIs.
• Facilitate and test all system updates and configuration changes.
• Establish and drive ServiceNow standards.
• Monitor health, usage and overall compliance of ServiceNow and its applications.
• Closely work with delivery team to ensure deliverables are met on time and budget.
• Improve project delivery and provide recommendations for process improvement.
• Ability to transform business requirements into tool requirements.
• Creating technical documentation including design, security and accreditation documentation.
• Develop systems integrations and process automation.
• Experience in working with the workflows in ServiceNow for Service Catalog using workflow editor
• Worked on Common Request System, Problem Tracking, Time Tracking System, Remedy application projects.
• Good knowledge of CMDB and Asset Management Services.
• Hands on experience in defining Configuration item relationships.
• Experience in configuring Data Dictionary, Validation Scripts for the fields with in the ServiceNow forms.
• Supported the IT team responsible for the implementation and administration of the ServiceNow implementation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations.
• Extensive experience in the development and customization of Service catalog items and Work flows.
• Work effectively with others in a team environment & Lead various projects.
• Good understanding of Business Strategy.
• Strong verbal, written and interpersonal communication skills.
• Excellent analytical and problem solving ability.
• Ability to learn with a CAN DO attitude.
• Good time management and planning.
• Hands on experience on various IT Services of Service-Now like Service Catalog Requests, Change Management, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.

TECHNICAL SKILLS

ITSM Tools Service: Now, ITSM Suite

Programming Languages: C, C#, HTML, HTML5, XML, CSS, CSS3, JavaScript, SQL, Jelly Script, JQuery, Angular JS.

Tools: SQL DEVELOPER, SQL Client, NETCOOl.

Database: Oracle 10g.

Web Technologies: AJAX, JSP, JDBC, EJB, JDBC, Servlets, MVC, Web Services

Application Servers: Apache Tomcat, Web Logic

Operating System: UNIX, Windows 2000/XP/7/8

PROFESSIONAL EXPERIENCE

ServiceNow Developer

Confidential, Seattle, WA

Responsibilities:

• Provided analysis, design and development of ServiceNow ticketing and incident management systems to support the company's technical operations.
• Contributed in ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third-party software integrations.
• Implemented end-to-end Service Catalog, Incident Management, Configuration Management (CMDB) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.
• Worked with Continuous Implementation of Service Desk (Incident & Problem Management), Service Request Management, Change and Asset Management (ITAM) and CMDB tools to better align with ITIL.
• Configured IP Addresses to identify the undiscovered CI's and insert them into CMDB.
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code.
• Design and implement business solutions on the ServiceNow ITSM platform.
• Creating, monitoring, modifying and publishing service catalog workflows with approvals.
• Gathered requirements from stakeholders Confidential various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.
• Conducted analysis, designing and assembly of software components in Open Text CMS applications.
• Maintained technical documentation for CMS Open text applications as per SDLC standards and procedures.
• Interface extensively with all areas of the organization including Operations and Development.
• Implemented REST API web service as a third-party application for Integration.
• Configured Service Now on Windows/UNIX platform with back end as Oracle 10g Database.
• Generated Configuration Management Database that incorporates service assets and configuration items (CI) and CI relationship data to support all of the core process.
• Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB.
• Created Update sets to move customizations between different systems.
• Expert ability to diagnose/resolve complex problems of enterprise web applications environment.
• Responsible for preparing design level, program level and user level documentation.
• Created full documentation for ServiceNow applications.
• Responsible for closing the open Incident, Problem and Enhancement request. Communicating with the customer the status of the request to ensure the timely customer satisfying result.

ServiceNow Developer

Confidential, Greenwood Village, CO

Responsibilities:

• Perform day to day administration of the ServiceNow tool. Maintain business services and configuration item relationships in ServiceNow tool.
• Working on various modules of ServiceNow which include Incident, Change and Problem Management.
• Interacted with Stakeholders, Users and Customers for gathering requirements to arrive Confidential design solution.
• Created suggested relationships for configuration items in CMDB.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Perform updates, reboots, database maintenance and other routine activities as necessary to maintain health and operational status of all Spectrum and Performance Management servers.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Involved in creation of reports, dashboards in ServiceNow.
• Created various front-end forms, and associated Client Scripts, UI policies
• Perform core configuration tasks including system policies, business rules and client scripts.
• Design and develop solutions within the ServiceNow environment to include modifications of applications, forms, workflow, interfaces and any other customization required to support ITIL processes.
• Worked on GRC application (Governance, risk and compliance).
• Collaborate with the GRC team on the development of the GRC solution.
• Implementing, configuring, onboarding, and administrating GRC plugins
• Managed Spectrum components including MySQL databases, SQL-Anywhere database, Apache Tomcat-based Web servers, Solaris Spectro Servers and CABI/Crystal reporting server.
• Experienced in installation and managing APM tools (CA APM Introscope, dynaTrace) to monitor the enterprise applications.
• Developed Complex workflows in Service Catalog for interaction with Third Party Sources.
• Handling Production support tickets and assigning them to appropriate teams.
• Developed solutions using JavaScript, Web Services, REST and other web technologies to integrate ServiceNow with internal/ external systems and tools.

ServiceNow Developer

Confidential, Seattle, WA

Responsibilities:

• As a part of support activity resolve incidents provided with proper root cause investigation.
• Perform day to day administration of the ServiceNow tool Maintain business services and configuration item relationships in ServiceNow tool.
• Develop and manage application code, user interface, and third-party integration components
• Develop necessary development documentation as needed e.g. technical design, developer notes, etc.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manage users, groups and roles
• Manage data with Tables, the CMDB, Import Sets, and Update Sets.
• Create Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Coordinate Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinate installation of ServiceNow upgrades and services.
• Develop and improve user systems procedures, and prepare system documentation.
• Establish and maintain effective communication with customers, other technology specialists, and vendors about services.

ServiceNow Developer

Confidential

Responsibilities:

• Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies Interactions, Application Security, Events Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into ServiceNow.
• Defining Service Level Agreements SLAs, notifications, and reports.
• Develop new applications from beginning to end.
• Maintain existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommend appropriate design alternatives to be implemented based on customer constraints.
• Develop and execute plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance.
• Ongoing Maintenance.