SUMMARY:

Seeking a position to gain exposure to the professional environment, looking for better prospects and utilize my skills to add value to the organization.

TECHNICAL SKILLS:

• MS Office (Excel, Outlook and Word), Photoshop.
• ServiceNow (Geneva, Fuji), JavaScript, ITIL foundation, JIRA, Remedy
• SQL Server 2008, HTML, CSS.
• Incident, Problem, Change, Release, Knowledge, SLM, Service Catalog, SCRUM, Configuration Management Database, IT GRC, Content Management.
• LDAP, Active Directory, Web Services, REST API, SOAP, MID Server, Orchestration.
• Workflow administration, Reporting, Form/UI configurations, ACL, Notifications, data imports, Client Scripts, UI Policies, UI Actions, UI Script, UI Page, UI Views, List Views, UI Macro, Script Includes, Business Rules, Import set, Update set.
• Extensively used various scripting API’s present in ServiceNow platform.
• Good understanding of SDLC and various methodologies Waterfall and Agile models.
• Working Knowledge in Fuji and Geneva version.

PROFESSIONAL EXPERIENCE:

Confidential, Stamford, CT

ServiceNow Administrator/ Developer

Responsibilities:

• Customized Servicenow’s GRC plugin according to the requirement.
• Involved in requirement gathering and Implemented Policies in ESS Portal and customized according to user requirements.
• Created Schedule Jobs, Business Rules and Event Notification to remind users to acknowledge a policy.
• Created Acknowledge button on KB view article using UI Macro, UI Script.
• Customized and validate data using Client Script.
• Developed Policy Portal to hold all the company policies for easy access to users to read and acknowledge.
• Created Remediation Task to control the risk involved in policies.
• Created workflows for annual review, approving a policy and revision of policies.
• Created Workflow to track compliance tasks and made full visibility to track audit requirement, observations and tasks.
• Created reports to display the open Compliance Tasks on the GRC dashboard.
• Created reports with all remediation tasks attached with controls and Policies.
• Created Update Set, import set, Event based Notifications.

Environment: ServiceNow, JavaScript, CSS, Business Rules, Workflows, HTML, Web Services, XML, UI Macro, UI Scripts, etc.

Confidential, Reston, Virginia

ServiceNow Administrator/ Support Analyst

Responsibilities:

• Implemented and configured incident, change, problem modules by providing support for Confidential including resolving incidents and problem tickets on ServiceNow.
• Created and updated incident form with new incidents, tickets on daily basis ensuring no unassigned tickets in incident table.
• Communicated Incident Status, Risks and Issues effectively with the team.
• Maintained and administered instance of ServiceNow and performed tasks such as configuring users, company, site, locations, support groups, assignment rules and categorizations.
• Worked on different types of data into ServiceNow using import sets.
• Created GROUPS for set of users and used them for approval, assignment, receiving notifications.
• Created Notification, Client script, UI action, UI policy to customized form as per requirements.

Environment: ServiceNow, JavaScript, CSS, Business Rules, Workflows, HTML, Web Services, REST API.

Confidential, Sterling, Virginia

ServiceNow Developer

Responsibilities:

• Assisted in preparing requirement specifications and design documents.
• Created all the forms with validation, Workflows, Reports, etc.
• Email alert to managerial groups if cases are not approved in certain time.
• Created business rules for initial Airline, Unit, etc forms.
• Created business rules for automatic case creation scheduler job.
• Implemented UI Policies, UI Actions, Data Dictionary and Reporting.
• Created Update Sets to migrate customizations from one instance to another instance.
• Created buttons and context menus both on form and lists using UI actions.
• Created various front end forms.
• Managed roles and permissions, group creations, ACL's (access control lists).
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB.
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Have developed the Workflow required for the creation of Knowledge article from submit to Approvals & process design for Incident and Problem management.
• Good understanding of Helpdesk process, Change management process, Asset Management, Change tasking and Service Level Agreement processes.
• Created transform maps both automatic field mapping and scripting.
• Worked on schedule jobs, inbound email actions, events and triggers to manage business needs and created Service Catalogs and its Workflows.

Environment: ServiceNow, JavaScript, CSS, Business Rules, Client Scripts, Workflows, HTML, Web Services, REST API, XML.

Confidential, Chantilly, Virginia

ServiceNow Developer

Responsibilities:

• Worked on Risk Management, Workforce Execution Budget System, Standard Operational Procedure (SOP), and Portfolio projects.
• Developed custom development in Servicenow associated which communicates with other applications over SOAP web services.
• Created dashboard for project tracking, provide global awareness of project, resource, schedule and funding activities, etc.
• System reports that tracks systems used in organization such as application, hardware, facility, contract, and license. Created real time alert on when projects, portfolios or System are in trouble.
• Implement Service - Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• Worked on Fuji & Geneva versions.
• Good Understanding and hands on experience on Employee Self-service (ESS) portal.
• Generated and exported Custom reports on Servicenow for Business users.
• Created reports Summarize project hold-ups, escalates to appropriate management for resolution, Track project performance, schedule and activities by assigned parties, etc.
• Created data sources and loaded the Service-Now tables with different data formats.
• Worked in creating various Custom Applications, Modules, Tables and Table extensions as per the requirements.
• Created Email Templates and Email Notifications.
• Followed Agile Methodology (Scrum) to meet customer expectation, timelines with quality deliverables.

Environment: ServiceNow, Javascript, CSS, Web Services, SQL Server 2008, Microsoft Office, Windows 2008.

Confidential, Baltimore, MD

EDI Analyst / QA Tester

Responsibilities:

• Data Repository application stores various EDI transactions like 814, 810, 867’s, 820 and 82 4 from different legacy systems. Tested all incoming/outgoing transaction in multiple applications. Written queries to retrieve data from SQL database.
• Successfully completed all incoming/outgoing EDI transactions.
• Developed Test cases and scripts from the data mapping documents, functional Specification documents and mapped the test cases with the requirements for generating the Requirement Traceability Matrix (RTM)
• Involved in GUI, Functionality, Regression, Usability, Look and Feel testing of the above Web based application.
• Involved in supporting EAI/ERP applications.

Environment: Notepadd++, Quality Center, SQL Server 2008, Microsoft Office, Windows 2008.

Confidential, Silver Spring, MD

QA Tester

Responsibilities:

• Tested application which has developed in GUI layer and business layer.
• Tested Core components and Stored Procedures.
• Involved in system integration test and created Use-Case Document.
• Obtained feedback from users about overall effectiveness of processes and procedures, Forwarded to appropriate stakeholders and process owners.
• Compare actual project procedures to the specified standards, procedures, etc

Environment: VB.NET, ASP.NET, C#, Visual Studio.NET, SQL Server, TFS Source Control.

Confidential

Project Assistant

Responsibilities:

• Managing Documentation and Information for various Domestic Engineering Projects. Control, storage, retrieval, issue, updation and distribution of various engineering documents as per the system requirements and Support Company work instructions and procedures.
• Managing and posting files and technical documentation comprising of all technical, project and vendor documents for engineering reference and client reference documents.
• Follow-up on payment for projects with Clients and status of all the scheduled work with Project team head and members.
• Scheduling and Coordinating Internal Coordination Meetings and maintains agenda and minutes of meetings.

Confidential

Customer Relation Executive

Responsibilities:

• Responsible for maintaining customer complain records, billing inquiries and enquired for feedback. Maintain records of all customer interactions and transactions.
• Conduct customer satisfaction surveys and generate business through follow up and produce weekly reports for management.
• Opened new Customer Accounts and follow up in installations and service calls.
• Prepared Weekly and Monthly Reports.