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Servicenow Developer/admin Resume

San Jose, CA


  • Overall 6 years of professional experience in IT industry.
  • 4.5 years of experience in ServiceNow platform implementation, support, development and administration.
  • Direct hands on experience on various IT Services of Service - Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
  • Strong skill set in ServiceNow suite development including SOAP/REST integration, Web services, Discovery, Workflows.
  • Experience in implementing Customer Service Management Application including Case Management and Fields Services.
  • Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI Policy, Business rules, Data policies, Client scripts.
  • Experience in Implementing Single Sign On (SSO) using SAML 2.0.
  • Experience in designing, developing, customizing & administering ITSM suite of applications.
  • Experience in enhancing ServiceNow functionality by customized JavaScript code to support business needs.
  • Experience in assigning SLA’s to the incident management.
  • Experience in creating Portfolio in Helsinki and Istanbul release.
  • In depth knowledge on technical implementation on various modules of Service-now like Incident Management, Problem Management, Change Management, Configuration Management.
  • Experience in Server Script (Business Rules/Script Includes) and good understanding of Server/Client API.
  • Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table record.
  • Data modelling and creating ACL for custom tables. Involved in creating Custom Application and Modules.
  • Good knowledge of CMDB, Asset Management Services: Business Services & Configuration item relationships.
  • Worked on Configuration Items and Applications stored in CMDB tables.
  • Worked with Import Sets and Transform Maps in ServiceNow to load complex data into the custom tables being used as Staging environment.
  • Expertise in designing Service Catalog Items with Complex Multipurpose Workflows.
  • Service-Now Administration and Production support including maintenance of lower life cycle instances.
  • Good understanding of object oriented analysis design and application development.
  • Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM.
  • Functional knowledge and implementation experience of ITSM frameworks.
  • Basic Level Troubleshooting experience in Discovery and Service Mapping


ITSM tools: ITSM Suite, HP Service Manager, HP Access Manager, BMC Remedy, ServiceNow.

Languages: SQL, PL/SQL, AJAX, JavaScript, Angular JS, JQuery, JSON, HTML, XML, CSS.

Databases: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4, MS Access, TOAD, Teradata Utilities.

Operating Systems: Windows 95/98/NT/2000/XP, UNIX (Solaris, HP-UX), LINUX, AIX, SOAP UI.

Utilities: MS Word, MS Excel, MS Office, REST Client, SSO

Methodologies: SDLC, Waterfall, Agile, V-Model


Confidential, San Jose, CA

ServiceNow Developer/Admin


  • Responsible for various workflows for Incident Management, Change Management, Service Requests and SLA's.
  • Experience on ServiceNow Customizations as per client's requirement.
  • Involved in Designing, Development and Implementation of CMS (Content Management System) for customizing portal Pages using Jelly Script and UI Macros.
  • Involved in Configuration, Web Services, Catalog Client Scripting, SOAP, Developing complex workflows.
  • Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, Jelly, AJAX, CSS and HTML.
  • Worked on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis while working in ADAM for Authentication.
  • Involved in LDAP integration with ServiceNow for obtaining users and groups and played a significant role in Persona Management Project.
  • Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, creating a service ticket, Schedule a call from the service desk and schedule a time for solving the issues.
  • Configuration of Email Notification and Alerts to notify users about specific activities in the system.
  • Experience with Access Control Lists Setup and debug module for various ITIL processes as per the requirements.
  • Expertise in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
  • Configured Scheduled Data Import for importing data files from remote server location.
  • Experience in generating and scheduling reports for multiple criteria as requested by different groups.
  • Experience in complex transform scripts in transforming the data into the SNOW database.
  • Worked to streamline the process flow for Upgrades and implemented the Project Tasks setup for all the developers to review Skip Logs and upgrade issues.
  • Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow.
  • Expertise on defining workflows in Service Catalog items, Approvals and Dynamic/ad hoc tasks in ServiceNow. Has been part of end user self-service portal management.
  • Experience in working with the workflows using ServiceNow workflow editor and its core Utilities.
  • Maintained the integrity of the ServiceNow tool across production and non-production environments. Involved in production support for all the ServiceNow related issues.
  • Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs. Designed and implemented new functionalities for enhanced features.
  • Involved in running the jobs to push the data into the application using Import Sets and Transform Maps. Generated weekly reports and metrics for IT management.

Environment: ITIL, Scrums, MID servers, JavaScript, HTML, CSS, Business Rules, Service Catalogs, Integrations, Workflows, Transformation maps and Access Controls Lists.

Confidential, Chicago, IL

ServiceNow Developer/Administrator


  • Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current ServiceNow system.
  • Monitored and performed ServiceNow admin activities which involve user and group administration.
  • Implemented and maintained ServiceNow platform to meet the business processes and support ITIL Framework.
  • Designing and customizing new Applications and Modules as per the requirements.
  • Created users, groups, roles and load data to ServiceNow using import sets on daily, weekly or requirement basis.
  • Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.
  • Worked on various modules in Service Catalog Management.
  • Involved in configuration of Email notification and SMS notification to alert the users of ServiceNow.
  • Developed solutions using Web services (SOAP/REST), JavaScript and web technologies to integrate ServiceNow with internal/external systems. Worked on REST API as a third-party application for Integration.
  • Worked on ServiceNow scripts by using JavaScript also used Angular JS for creating UI Scripts.
  • Involved in transfer of data from one instance to other by creating and maintaining automation on Transforms and Imports . Created transform maps using automatic field mapping and scripting.
  • Worked on migrations from Eureka to Geneva.
  • Strong in creating various work flows for Incident Management, Change Management and Service Requests.
  • Involved in testing forms and reports for correct mapping of the objects and data transfers.
  • Good knowledge in designing and implementing of service requests through ServiceNow Catalog.
  • Understanding the requirements and designing of work flows.
  • Implementing new functionality using Business rules, Client Scripts, Access control lists (ACL) etc.
  • Worked on System Requirement Specifications (SRS) including problem analysis and system definition models.
  • Hands on experience in maintaining CMDB while tracking the record of configurations stored in CMDB.
  • Responsible for installing and configuring MID servers for our CMDB Discovery and designed transform maps.
  • Troubleshoot the discoveries for probe errors and at times customized OOTB probes for specific categories of CIs.
  • Involved in the Integration of SCCM, a configuration management database, with CMDB. And this integration used the SQL server as staging table while connected to CMDB using JDBC connectors .
  • Worked on NOTIFY integration for managing the major incidents.
  • Involved in integrating Chat and email systems for a business.
  • Monitored system performance and provided system statistics and reports to the business.
  • Created homepages including basic reporting, gauge configuration and dashboards.
  • Involved in preparing documentation for installation, design and maintenance of Custom modules in ServiceNow.
  • Created many standard work flows which are propagated and handled in many custom events.
  • Worked on Enhancements to Problem management module with development team based on requirements out of UAT.

Environment: ServiceNow, CMDB, SOAP, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7, SQL Server.


ServiceNow Developer/ Admin


  • Successfully worked on business requirements and technical specifications for ITSM platform.
  • Responsible for providing ServiceNow customization to end clients.
  • Strong knowledge in JavaScript for writing Client scripts and Business rules.
  • Involved in creating new workflows and modifying the existing work flows according to new requirements.
  • Worked on Incident management, Problem management, Change Management, Configuration Management.
  • Configured inbound Email actions to create incidents or requests.
  • Modified forms and form sections depending on the items to be configured.
  • Developing Service Catalog Items as per the requirements of the stakeholders.
  • Worked in production support for all the ServiceNow related issues.
  • Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
  • Involved in planning and coordinating Implementation plan for every release in ServiceNow.
  • Implementation of changes effectively to improve the efficiency and automation in ServiceNow.
  • Prepared requirement specifications and design documents.
  • Strong knowledge in scripting using JavaScript.
  • Used PowerShell Scripts, SQL Scripts
  • Good knowledge in designing the layout of the forms using UI actions and UI policies.
  • Build reports, gauges and homepages.
  • Implementing ServiceNow discovery and CMDB and integrating it with Change Management.
  • Involved in LDAP integration with ServiceNow for obtaining users and groups.
  • Development of requirement integration components (SSO, LDAP, SOAP).
  • Worked in coordinating all the changes through ITIL based change management practises.
  • Worked on Update Sets to transfer data from one ServiceNow instance to another instance. Explored Back out feature to fix deployment issues on non-prod environments before using it on prod.
  • Development of various custom features in OOB ServiceNow applications like Incident Management, Problem Management, Configuration management, Discovery and Portfolio, Project Management & CMDB.
  • Involved in creating Import sets to transfer data and transform maps.
  • Developed new Service Catalog Items and fixed bugs in incident, problem and change management.
  • Helped Release management process to resolve deployment issues as a peer reviewer during product and patch releases.

Environment: Java Script, Angular JS, JSON, jQuery, Web services (SOAP/REST), XML, HTML, iframes, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM.


Jr Java Developer


  • Responsible for designing and developing Purchase Order Web Service and presentation layer.
  • Designed and developed Enterprise Eligibility business objects and domain objects with Object Relational Mapping framework (Hibernate).
  • Developed Presentation layer components comprising of JSP, AJAX, CSS, and jQuery.
  • Implemented Asynchronous Functionality using jQuery Ajax.
  • Designed and Implemented Spring Framework based Restful service for handling AJAX requests.
  • Involved in writing database coding, complicated functions, Triggers, Types, Views and Packages
  • Developed DAO API to manage the payment information using Hibernate ORM.
  • Used Log4j framework for logging messages with various levels written throughout the java code
  • Used Web Services for creating rate summary and used WSDL and SOAP messages for getting insurance plans from different module and used XML parsers for data retrieval.
  • Used Eclipse based STS IDE for designing, coding and developing applications
  • Developed test cases and performed unit testing using JUnit.
  • Documented designs on confluence using class diagrams, sequence diagrams and high-level activity diagrams using UML from the requirements.
  • Used Maven script for building and deploying the application.

Environment: Spring Framework, Hibernate ORM, jQuery, CSS, AJAX, Html5, SQL, JDBC, SOAP Web Services, Restful services, Eclipse(STS), Web Logic, SVN, JUnit, JIRA, Maven

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