SUMMARY:

• Over 9+ years of experience in IT with over 4 years of good experience on ServiceNow Development, Maintenance and administration.
• Good experience in developing workflows and in customizing teh applications in ServiceNow using Java script, AJAX, HTML and DHTML.
• Extensive experience on technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Expertise in Design and developing custom applications in ServiceNow and utilize its potential in PaaS (Platform - as-a-Service).
• Extensive experience on Job scripting with teh halp of BMC Control-M.
• Expertise in Design and development of CMDB (Configuration Management) in ServiceNow.
• Expertise in Design and configure ITSM (incident, change, problem) in ServiceNow.
• Excellent communication and interpersonal skills.
• Extended experience in systems testing, integration testing, UAT testing, positive and negative, functionality testing, and regression testing.
• Thoroughly experience with use cases, and user requirement specification documents.
• Experience in automation testing using QTP.
• Well Experienced in writing VB Scripts in QTP and Java and Python in Selenium
• Used various Concepts of QTP such as check points, regular expression on various stages of application in different projects.
• Expertise in Configuring SSO.
• Extensive use of Selenium IDE and WebDriver, JUnit, JMeter, JSON and TestNG.
• Proficient in using Soap UI for testing Web Services.
• Upgraded teh instance from Fuji to Geneva patch 5 and then to Helsinki Patch 3 and Patch 8 and to Istanbul patch2

TECHNICAL SKILLS:

Ticketing tools: ServiceNow( Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access management), Managenow, Share point.

Database: MS Access, Oracle 9i, MS SQL Server, Oracle

Data Modeling: Erwin, Visio 2003

Scripting Languages: SQL, T-SQL, VBScript

Testing Tool: HP Quality Center 10.0 and 11

CRM Tools: Kana CRM, Clarify

Testing tools: Selenium, QTP, LoadRunner

Languages: Java, J2EE, HTML, SQL

Operating System: Windows, XP, LINUX

PROFESSIONAL SUMMARY:

Confidential, WA

ServiceNow Admin/Dev

Responsibilities:

• Resolving Incidents, Catalog Tasks that are assigned to Our Global Marketing Operations Group.
• Creating of Record Producers that runs on Individual table with over 100’s of variables and rules around that.
• Mapping of variables on Record producer to teh back end table and creating a process flow for that table.
• Creating New tables for supporting Marketing module and have m2m Realtionship with Foundation tables
• Responsible for loading data on all tables for Area Pilot Testings.
• Involved on Instance Upgrade with EIS team to report and resolve any issues with platform Upgrades.
• Participate daily on Internal Team Meetings and discuss over UAT issues, Platform Issues, Adhoc tasks.
• Walk through stories that are going to develop on Marketing Module in Ship Review
• Walk through change sets that needs to be pushed from Dev to UAT in Code Review
• Coordinate with Offshore Dev team and assign daily work and monitor status on regular basis.
• Extensive experience on developing Catalog Items for Marketing Module.
• Implemented End to End Process Workflow for Marketing Service Requests.
• Implemented SLA Process for Marketing Service Requests.
• Roles/Group Combination setup and assignment of process access to Users.

Confidential, WA

ServiceNow Admin/Dev

Responsibilities:

• Manage ITIL Processes monitoring overall system performance using teh System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Resolving Incidents, Catalog Tasks that are assigned to Our IT Management Platform Group.
• Developing teh assigned Stories and fixing teh assigned Defects to our Group
• Involving in Platform Upgrades and resolving teh issues and Open up Hi Incident if needed.
• Expertise in Design and configure ITSM (incident, change, problem) in ServiceNow.
• Hands on Experience in Project Management (Story, Enhancement, Sprint Planning,Demands,Release) in ServiceNow.
• Hands on Experience on Marketing Module.
• Hands on Experience in Performance Analytics.
• Hands on Experience in Planning Console, Project Workbench, Resource Reports, Setting up Agile Groups, Project Tasks, Scrum Tasks Manage Story by Sprint Charts, Expense Lines, Purchase Orders, Task Progress board, Story Progress board, Visual Task Board, Gantt Bar
• Invloved in Upgrading teh instance from Fuji to Geneva and then to Helsinki Patch 3 and Patch 8 and to Istanbul patch2.
• Cloning of Dev, Test, Train, Sandbox Environments.
• Upgrading Lower Instances.
• Work on Incidents and Tasks on International Instance.

Confidential, MN Eagan, MN

Servicenow Admin/Dev

Responsibilities:

• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Experience with jelly scripting in serviceNow.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of teh server side scripting Business rules and Script Includes.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Orchestrated teh efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to teh entire team to execute teh steps.
• Planning and coordinating teh execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using teh System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow).
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in daily, weekly and monthly meetings with client on teh work progress and discussions on teh upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.

Confidential, CA

Servicenow Administrator

Responsibilities:

• Communicating with end users, identifying their difficulties and changing teh applications as per their requirements.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Planned and implemented a complex, enterprise wide, six sigma, and global, Infrastructure Asset Management In-sourcing project.
• Orchestrated teh efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to teh entire team to execute teh steps.
• Planning and coordinating teh execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Project Managing teh development, Testing and Implementation of OIPG Engagement Dashboard for all teh Streams of OIPG.
• Implementation of changes to improve automation and efficiencies in Service Now.
• Manage ITIL Processes monitoring overall system performance using teh System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Development of enterprise application and integration on Salesforce/dot net/Java/JEE/JSP/Servlets with web services SOAP and REST.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow).
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Monitored teh work items that have been given by client and evenly distributed among teh team to make sure ETA is met appropriately.
• Have exposure to SAAS (Software as a Service) with experience in Process Implementation (Knowledge Management, Configuration Management and Change Management).
• Involved in daily, weekly and monthly meetings with client on teh work progress and discussions on teh upcoming work
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes

Confidential

IT Operations Service Desk

Responsibilities:

• Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.
• Familiarity with teh fundamental principals of ITIL/SLA.
• Support for computer hardware and any authorized desktop software
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to teh network
• When teh restoration is beyond teh scope of teh Service Desk Agent he/she will escalate teh issue/problem to proper tier 2 and 3 support team members
• Develop trends by monitoring and analysing incoming calls, problems and support requests
• Field incoming requests to teh Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Prioritize and schedule problems. Escalate problem (when required) to teh appropriately experienced technician
• Identify and learn appropriate software and hardware used and supported by teh organization • Perform post-resolution follow ups to halp requests
• Reinforce SLAs to manage end-user expectations
• Dealing with hardware and application support queries and issues reported to teh support desk
• Take ownership and responsibility of an issues from start through to a successful resolution
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Dealing with queries by following departmental procedures for fault resolution
• Teh duties requires that teh Service Desk Agent receives and logs work requests using some applications such as Sap CRM or related applications that is approved by Bank
• Ensures that supported customer accurately completes teh approved work request with teh date and time of submission
• Teh Service Desk Agent must ensure teh support team members close out their work orders properly
• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
• Develop technical knowledge of each system within company profile and specialised knowledge of certain nominated areas
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures