SUMMARY:

• Experienced in Implementing Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Implemented ServiceNow Service Catalog Requests, Asset Management, Configuration Management, Service - Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Manage requirements and reviews on Workflow, Performance Analytics, Visual Task Boards, Reporting & Homepages in ServiceNow Fuji & Geneva
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience working on different versions of ServiceNow: Aspen, Berlin, Calgary and Familiar with Fuji and Geneva.
• Generated operational reports and KPI analysis; responded to service requests and provide incident resolution.
• Expert in JavaScript, JQuery, prototype and Jelly scripting used in ServiceNow.
• Developed solutions using JavaScript, Web Services, SOAP, REST and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• JDBC integration using Mid Server for Location table maintenance and Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Hands on experience in developing CMS and working with ACLs and Service Level Management.
• Good knowledge about IT Infrastructure Library (ITIL) standards that are helpful in Development and customization of IT service management applications.
• Appreciated for suggesting and successfully implementing performance changes throughout different modules of ServiceNow by converting sync server calls to async and use of scratchpad.
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Experience installing, configuration and administration of CMDB.
• Experience in integrations tolls SCCM, CyberArk, Network Integrations, LDAP integrations.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Proficient in transforming business requirements into functional specifications focusing on workflow analysis and design, business process reengineering, user interface design and process flow modeling.
• Experience in Design and Development of Distributed OOAD Based system using UML and Rational Rose.
• Experienced in HR Case Management, HR Tasks and creating record producers.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Loaded, manipulated and maintained data between Service Now and other systems.
• ServiceNow Administration and Production support including maintenance of lower environment instances, lower life cycle instances.
• Created an access control rule (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
• Installation/Maintenance/Troubleshooting and Configuration of technical BMC Software components on server environment and different modules of Service-Now
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management.
• Experience in configuring / maintaining / customizing ITSM 5.5 / 6.0 /7.x/7.6.x and in setting up of CMDB 2.x/7.x.
• Hands on experience on ServiceNow Orchestration.
• Created Knowledge base articles, Service Catalogs and Record producers.
• Hands on experience in creating transform maps for importing CMDB data.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Hands on UNIX / LINUX, Windows Operating Systems.
• Worked with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc. in ITIL/ITSM V3 processes.
• Exposure of working with email notifications, inbound actions, reports, gauges, and home pages.
• Experience in configuring and maintaining BMC Remedy Foundation Data, ITSM environment such as ServiceNow -Siebel, ServiceNow - Web service integration with third party application, HP SM- MS exchange.
• Hands-on experience with implementing configurable SLA management and License management.
• Deft at analysis, development, testing and deployed new releases into ServiceNow from June to Aspen to Calgary.
• Worked in various software development methodologies like Waterfall, Agile
• Good experience in application development using Java/J2EE, JSP related to ServiceNow implementations.
• Leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow, ITSM Suite, HP Service Manager

Operating System: Windows Client (7, Vista, XP - Pro, 2000, etc.), Windows Server (NT, 2000, 2003, 2008), Mac OS-X, UNIX - Linux, Solaris

Project Management/Tools/ Applications: All MS Office suites (incl. 2003), MS Exchange & Outlook, Lotus Domino Notes, Citrix Client, SharePoint, Internet Explorer, Firefox, Chrome, Apache, IIS, JIRA (Project Management), PPMC, Abinitio (ETL)

Languages: Java, HTML, CSS, XML, SQL, C#, VB.NET, C, C++, Java Script

Application Servers: Web Logic Server, IBM Web Sphere and Java Web Server

Hardware: Networking

Web Technologies: HTML, JSTL, DHTML, JavaScript, CSS, XML, JSON.

Cloud Technologies: AWS (Amazon Web Services), Salesforce (Relevant)

ServiceNow Modules: Incident Management, Change Management, Problem Management, Service Catalog, Service Level Management, CMDB, Data Loading, Start Now, On Call Scheduling, New Call, Web Services, ODBC Connectivity.

Databases: DB2, SQL server, MS-Access, MySQL, Oracle

Software Methodologies: Waterfall, Agile, Scrum

PROFESSIONAL EXPERIENCE:

Confidential, Hoffman Estates, IL

ServiceNow Developer/Administrator

Responsibilities:

• Gathering specifications from the IT department and deliver a product/release that meets the needs presented.
• Creating requirements definitions and technical specifications documentation.
• Load, manipulate and maintain data between Service-now and other systems.
• Working with HR Case Management, HR tasks, HR knowledge and policy articles.
• Work with PPM module and create different portfolios in ServiceNow.
• Created new Business Rules/Script Includes/Client catalog script/Client Scripts.
• Created various workflows for Incident Management, Change Management, Service Requests and worked efficiently on change management process.
• Created multiple custom applications with reference to development, custom reports and various dashboards.
• Experience on integrations with ServiceNow using Email integration i.e. inbound actions scripting
• Must analyze and fully understand user requirements and current procedures in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap.
• Good experience in building order guides and work on the order to make sure user can easily understand and not to create any problem while raising a request.
• Configuring various Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.
• Extensive use of Active Directory by importing to ServiceNow for data used records.
• Working in a team of 4 on Change Management, Incident and Problem both in Fuji and latest Geneva versions.
• Involved in Configuring and Customizing the Incident, Change, Problem Management Applications as per the client requirement.
• Implementation of Validations using UI Policies.
• Involved in creating the Workflows for the Change, Problem Management and Service requests.
• Implemented many functionalities by writing Business rules/ Client Scripts and Script Includes by using Glide Record’s and Ajax calls.
• Involved in creating the new Catalog Items and editing the existed Catalog Items.
• Designed several email templates by using HTML and jelly scripting and used them in notifications
• Worked in creating the SLA’s and managing the SLA’s.
• Migrating the update sets from one instance to other instance. (i.e. from Development to QA and then to Production).
• Created many User’s, Group’s and involved in assigning specific Roles the User’s, Group’s and managing them.
• Changes of Various Access Controls using ACL.
• Creation and modification of various jobs scheduling.
• Participated in creating and modifying of various Email and Application Templates.
• Participated in meetings for discussing the different integrations like LDAP, SCCM, ADDM and Enterprise Elements.

Additional Responsibilities:

• Performed Training workshop for new joiners in the Team to train them on the entire process and monitoring their transition. SPOC for maintain the Quality of tickets by performing daily checks and audits. Generated weekly and monthly outage reports and provided to senior management. Developed and implemented various process improvements within the team as per ITIL methods and practices. Organized Team Building activities to help the team performing efficiently.

Change Management:

• Develop, Document and Publish change management process and functions Analyze change records to determine any trends or potential problems. Reviewing change requests for completeness and accuracy. Working with service providers to schedule changes. Assisting in the preparation, facilitation, documentation, and communication related to weekly and ad hoc change management meetings.

Problem Management:

• Perform Root Cause Analysis. Investigation and follow-up for permanent fix of the problem. Follow-up on tickets being raised regularly for re-occurring incidents.

Environment: ServiceNow Fuji, Geneva, Agile Scrum, Glide Script, Jelly Script, Angular JS, JavaScript, JSON, Bootstrap, CyberArk, CSS, HTML 5, Windows 7, Oracle.

ServiceNow Developer/Administrator

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans.
• Loaded Configuration Items (CIs) from Excel files into Service Now using import sets and Transform Maps.
• Created functional and technical specifications documents for various Service Now modules
• Coordinating the instance upgrade activities.
• Configuring Project Portfolio Management ( PPM ), Incident and Knowledge Management, and Web Services Integration
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on CMDB from the scratch
• Created CI relationships and Suggested CI Relationships.
• Configured multiple forms for Asset module using Configuration Management Database.
• Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.
• Working on different kinds of variables and variable sets.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML.
• Creating Inbound SOAP API calls to make the newly captured data available for legacy applications .
• Integrated with Active Directory for SSO using SAML 2.0
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Writing Catalog client scripts and UI policies to make client side changes.
• Used JSON object to send/receive data for AJAX.
• Experience in PPM module and created different project portfolios in ServiceNow.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Indulged in update set tracking and export/import both in FUJI and Eureka versions.
• Working in a team of 4 to integrate service now with Docusign and Kenexa
• Workflow management - Created Workflows, Sub flows and Tables both on Fuji and Eureka.
• Advanced Schedule jobs and Business rule creation.
• Created Catalog Requests and record producers.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created and managed SLA definitions for different Service Groups
• Worked on the Dynamic content page for the overall project. Content Management in this case the primary focus was on service now (Fuji and Eureka).
• Created Business rules supporting various email, notifications and also tables.
• Unit testing for all the use cases and Functional requirements put forward for the project in Fuji and Eureka.
• Exporting and Importing tables, workflows, update sets data from one instance to the other.
• Created roles, views and user groups pertaining to the use cases. (Fuji and Eureka)
• Wrote Jelly Scripts for all the notifications, Content Management and also business rules. (Fuji and Eureka)

Environment: ServiceNow Fuji, Geneva, Erueka, Agile Scrum, Glide Script, Jelly Script, Angular JS, JavaScript, CyberArk, CSS, HTML 5, Workflows, Sub flows, Docusign and Kenexa.

ServiceNow Administrator

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Written script includes and invoked them in business rules and client scripts.
• Implemented Web Service Interface between ServiceNow and Salesforce using JSON Web Services
• Imported many CI's using import set tables.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Created data sources and loaded the Service-Now tables with different data formats. Worked on Berlin, Calgary Versions.
• Worked on two projects simultaneously and created reports to analysis both the projects using project portfolio management (PPM)
• Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• 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.
• Regular interaction with the Process Owners and other Support teams for Incident resolution with in a greed SLA.
• Update set movement to SubProd instances and Production.
• Raising ticket with Vendor while facing major issues like instance down and Performance issues.
• Hands on experience with Client Scripts/Business Rules/Scheduled Jobs for Incident analysis.
• Performing and communicating Daily health checks to Management across Clients.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report. Prepare Outage reports.
• 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 domain separation.
• Designed and implemented ServiceNow Integration solution with Emails, Alerts.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5 .
• Imported Active Directory to ServiceNow using Data Sources.
• Worked on SCCM Discovery Integration Tool.
• Assist and provide guidance during the implementation of ServiceWatch and additional ServiceNow modules.
• Knowledge in workflow editor to design workflow for various modules, triggering various events, creating and publishing workflows.

Environment: ServiceNow Siebel, Salesforce, SCCM, XHTML, jelly Script, Remedy ITSM 5.5/6.0/7.x, CMDB, Master AR Suite Tools, C, Oracle 10g, 11g, Java, XML, JSP, ServiceWatch.

ServiceNow Developer

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Working with client and functional requirements within Service Now.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Translate functional requirements into system requirements using UML
• Configured chat functionality for Service Desk ticketing queue
• Created transform maps for importing CMDB data, automatic field mapping and scripting
• Imported many CI’s using import set tables.
• Imported Active Directory to Service now using data sources.
• Attending Review and Project Meetings, Analyzing business Requirements, functional Specifications and performed Service Catalog/Incident/Service Level Management Implementation.
• 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.
• Assist in the import of configuration and asset data.
• Working on Report, dashboard designing.
• Created so many new service catalogs for the business with workflows.
• Familiar with ServiceNow Content Management System (CMS).
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML and PowerShell .
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinated installation of Service Now upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Creating shared folders and configuring the DFS (Distributed File System) path for them in domain level along with appropriate access to end users through AD groups.
• Created different SLA definitions, ACL’s, Dashboards, Custom Charts, and Reports.
• Created Script Includes to validate the request sent, which involved verification of Request fields with existing data in Service Now CMDB CI Server table, verified request sent with existing Relationships so as to add Relationships to other Server/Application/Cluster for the new record created.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Created new Business Rules/Script Includes/Client catalog script/Client Scripts.
• Created custom reports through the report module in Service Now.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Providing L3 level support for Active Directory and other related tools like Quest Recovery Manager for Active Directory, Quest Change Auditor
• Generating the audit evidences through Active Directory, Change Auditor and PowerShell commands.
• Verifying the replication status between Domain Controllers across the forests and troubleshooting the replication issues.
• Provisioning & de-provisioning the active directory accounts, groups, exchange mailboxes, public folders to end users.
• Troubleshooting and resolving the production issues in AD, Exchange systems.
• Analyzing the permissions on exchange public folders using the PFDAVAdmin tool and fixing them using the Exchange Management Console.
• Provisioning, de-provisioning and troubleshooting RIGHTFAX accounts using RIGHTFAX tool
• Configuring the FTP accounts in IIS Webserver
• Creating, maintaining and troubleshooting LDAP accounts through Apache directory studio.
• Managing the LDAP instances that were used to integrate with various applications.

Environment: Service Now (Eureka), Java Script, workflows, Glide Script, CSS, Apache directory studio, RIGHTFAX.

ServiceNow Developer

Responsibilities:

• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Implementing the Incident and problem Management from the scratch.
• Integrated Orion system to ServiceNow using Email Integration.
• Test and design workflows for Service Request; Review, perform gap analysis and switch over current delivery plans to workflows, wherever possible.
• Imported many CIs using import set tables
• Created custom reports through the report module in Service Now
• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now 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.)
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to
• Created and managed SLA definitions for different Service Groups.
• Performed Service Catalog/Change/Incident/Service Level Management Implementation.
• Created custom Notifications for Incident/Change/Catalog Request.
• Research system and scripts to determine causes of failure or degraded operational performance, identify system deficiencies and recommend solutions in order to improve functionality and optimize performance.
• SOAP Messages, Scripted Web Services and the data loads using the transform maps including the major integrations with 3rd party tools.
• Support the release cycles including the packaging and migration of the update sets.
• Service Catalog design and workflow design based on the approval and fulfillment process.
• Created ACL’s for tables/forms/modules and managed user/group roles.
• Involved in design of the Knowledge Management Portal.
• Designed a company-wide Service Catalog that offers a collection of services.
• Updating Incident/Problem/Change module based on client feedback.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also Workflow has been created to support the Approval workflow and task assignment.
• Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, Schedule a call from the service desk and schedule a time for solving the issues with one to one personally.
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents.
• Met all Service Level Agreements (SLAs) and delivered all significant result and deadlines.
• Designed the forms and created fields in the forms for both incident and problem management.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
• Written script includes and invoked them in business rules and client scripts
• Imported many ci’s using import set tables
• Created transform maps both automatic field mapping and scripting.

Environment: Service now, Java Script, Ajax, Client Scripting, Service Catalog Workflows, CMDB, SLAActive Directory, Exchange Management Console 2010/2003, Windows Server 2008/2003, PowerShell and VB Scripting