SUMMARY:

• Around 8 years of total experience in application development and IT Service Management (ITSM) frameworks.
• Direct hands on experience on various IT Services of Servicenow tool like Service Catalog Requests, Servicenow Administration, Incident, Problem, Change, Knowledge Management, Custom Applications, Performance Analytics, Integrations
• Experience in configuring and customizing all aspects of Servicenow like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Extensive knowledge and experience in Development, implementation and administration of ServiceNow, and Asset Manager Modules in Servicenow
• Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts in Servicenow.
• Strong experience in JavaScript used in client scripts, business rules, UI policies, UI actions.
• Direct hands on experience on various IT Services of Service - Now tool like Service Catalog Requests, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Good Knowledge in working in the ESS/Self Service Portal using CMS utility.
• Good knowledge in ITIL Service Management Framework
• Exposure in SAAS (Software as a Service) with hand on experience in Process Implementation.
• Experience on integrate multi-provider SSO with SAML 2.0
• Experience in managing, administrating and developing ITSM processes using Service-Now. Worked on end to end analysis, development testing and implementation role out of Service Now application with Calgary, Aspen, Berlin, Dublin, Eureka and Fuji. Have in-depth knowledge of the different Plug-in name before and after the release of Geneva.
• Also has an in-depth knowledge about Direct Web service API of Service now, SOAP and WSDL. Extensively worked with REST GET and POST using basic HTTP Authentication.
• Expert in JavaScript, JQuery, prototype and Jelly scripting used in ServiceNow.
• Expertise on creation of workflows for Service Catalog items in Service-Now and also maintains Self-service portal as well.
• Configured Mid Server's on to the Instances.
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements.

TECHNICAL SKILLS:

ITIL: ITSM, ITIL, Service Now, CMS, and LDAP.

ITSM TOOLS: ServiceNow Calgary, Dublin, Eureka, Fuji, Geneva, Helsinki

Programming Languages: C, C++, JavaScript, JQuery, SQL, PL/SQL.

Web Application s: Angular JS, Bootstrap

Tools: OEM, SQL Developer, PL/SQL developer, *Plus,SQL*Loader, Eclipse, Toad, MS Office, MS Visio.

Operating Systems: Windows, UNIX, LINUX.

PROFESSIONAL EXPERIENCE:

Confidential, Richardson, TX

ServiceNow Developer/Admin

Responsibilities:

• Strong experience in customizing the form design and form layout for various on the ITIL Process. Configuration like Incident, Problem, Change Management in Servicenow.
• Experience in working with UI Actions, UI Policies in Servicenow.
• Change management experience using Update Sets, Import Sets in Servicenow.
• Experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in Servicenow
• Experience in GRC application (Governance, risk and compliance)
• Work day-Integration using modules like Import schedule and set rules, scriptincludes, Transform errors and maps, Transformations, Integration tables
• Experience in working with the workflows using Servicenow workflow editor, defining workflows in Service Catalog items, Approvals and Dynamic tasks in Servicenow.
• Commendable knowledge of CMDB and Asset Management Services.
• Defined and configured Discovery schedules and set up mid server.
• Worked with administration and development on ServiceNow Platform, using versions: Fuji and Helsinki as well
• Worked with JavaScript Libraries: In order of importance: Bootstrap, node.js, jQuery, Prototype
• Experience in ServiceNow Service Catalog, Service Portal, and/or Custom UI Development
• Hands-on Knowledge in AJAX, JSON, HTML, XML, CSS, SOAP, REST Frameworks
• Written script includes and invoked them in business rules and client scripts
• Involved in creation of High Level Design & Blue Print for the Service Portal Implementation.
• Experience in generated a bar code and created an inventory sheet for an asset.
• As a Request Submitter, I have submitted a new SAER record via the Service Catalog, which can be accessed from a link on the Intranet.
• Automated common business processes, the integration of "ServiceNow" and "Orchestration for Cloud Services”
• Have good knowledge in Integration Experience with AWS, Azure, Office365 and other cloud platforms

Environment: Service Now, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, CMDB.

ServiceNow Developer/Admin

Responsibilities:

• As a Change Approver, I have experience to approve/deny changes via the IT Approvals UI page
• Built forms from scratch along with advances customizations at the level of UI Macros /UI pages as per the complex requirements
• Developed UI Actions, script includes and Business rules for overall platform.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• I can integrate every module in service desk be it change, assets or CMDB
• Worked on developing Content Management System (CMS) and Jelly Scripting solutions on ServiceNow.
• Developed and implemented strategies to promote SAAS (Software as a Service).
• Have developed Logging system API for all the Entitlement services to capture the end to end transactions using Threads.
• Delivered Integrated Web Portal connecting Sales force CRM, SSO, BI & customer dashboard
• Created many scripts which includes, Business rules (server side code) and also modified OOB
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Good knowledge on Single Sign on and event based integration
• Configure User Administration Objectives, Data Management and Core Application Administration.
• Work with two key process applications, Knowledge Management, Service Catalog and Workflows.
• Run reports, configure service level agreements (SLA) and perform instant branding and customization.
• Manage data tables, the configuration management database (CMDB), import sets and update sets.
• Change the look of theme, of an instance for aesthetic reasons and to help distinguish from other instance.
• Support and communicate to wide variety of audiences, both business and technical departments.
• Create and configure Business Rules, UI policies, UI Actions, Client Scripts and ACL’s.
• Provides day-to-day user support, monitor ticket queue and analyze troubleshooting issues base on their priority task.
• Gathered requirement from users for attributes needed to develop Service Catalog items.
• Manage data with tables, the configuration management database (CMDB), import sets and update sets.

Environment: JavaScript, Html, CSS, Service Now, Web Services, CMDB, SQL, XML, Integration, Cloud services, Agile.

ServiceNow Admin

Responsibilities:

• Enhanced the existing LDAP integration and modified business rules.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into Service Now.
• Experience in Work day-Integration using modules like Import schedule and set rules, scriptincludesTransform errors and maps, Transformation, Integration tables
• Coordinated with Offshore team and monitored the work on daily basis.
• Created Email Templates and Email Notifications.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the Servicenow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• 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.
• Collaborated with application and infrastructure teams to provide architectural and technical guidance and oversight for Servicenow solution implementation and customization.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Developed new user interface for Help Desk Team.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script
• Performing quality assurance testing and user acceptance testing.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
• Responsible for preparing design level, program-level and user-level documentation.
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an agile development environment
• Created Procedure guidelines used in supporting Technology and Application issues.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers

Environment: Service Now, Asset Management, Incident Management, Problem Management, HTML, CSS, and CMDB.

ServiceNow Admin

Responsibilities:

• As a part of support activity resolved incidents by provided with proper root cause investigation.
• Performed day to day administration of the Service-Now tool maintains business services and configuration item relationships in Service-Now tool.
• Developed and managed application code, user interface (UI), and third-party integration components.
• Managed client scripts, UI policies, UI actions and Data policies.
• Developed necessary development documentation as needed e.g. technical design, developer notes, etc.
• Performed core configuration tasks including system policies, business rules and client scripts.
• Managed users, groups and roles.
• Created SLAs and participated in running and responsible for closing SLA successfully in ServiceNow.
• Scheduled the jobs to automate the process.
• Created Scheduled tasks, monitoring the ticket queues and generating statistics.
• Provided Solutions to enhance the existing ServiceNow application.
• Worked with functional and admin teams to deliver automated workflow solution in ServiceNow.
• 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 service now.
• Defining Service Level Agreements SLAs, notifications, and reports.
• Develops new applications from beginning to end.
• Maintains existing applications and created code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation and change management.

Environment: Service Now, Asset Management, client scripts, UI policies, UI actions, Data policies, Incident Management, Problem Management & SLAs.

Systems Admin

Responsibilities:

• Creating and modifying application related objects, Creating Profiles, Users, Roles and maintaining system security.
• Installation, Configuration, Upgrading and administration of RedHat Linux and Windows OS.
• User account management, managing passwords setting up quotas and support.
• Responsible for configuring real time backup of web servers.
• Log file was managed for troubleshooting and probable errors.
• Controlled the access to users by adding or removing the user from the groups as per the requirements by using LDAP.
• Troubleshooting of LDAP server if there are any login issues for the users.
• Installation and configuration of Network Printer with Centralized control of print client.
• Troubleshooting of day to day system and user problems.
• Working with monitoring tools like Nagios and Splunk
• Worked on version control interfaces like subversion
• Was involved in multiple package deployments for monthly releases
• Actively involved in war rooms for P1 issues and resolved multiple outages
• Was a part of the monthly server maintenance team and worked with ticketing tools like BMC remedy on active tickets.

Environment: LDAP, RedHat Linux, Windows, Nagios, Splunk & BMC Remedy.