SUMMARY:

• IT Professional with 8+ years of hands on experience on various IT Service modules of ServiceNow tool like Service Catalog Requests, Configuration Management, ServiceNow Administration, Incident and Problem Management, knowledge Management, Reporting, Gauges, and Integration with Web Services.
• Expert in designing, developing, customizing and administering ITSM suite of applications.
• Experience in Bridge calls, outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management
• Expert in transforming business requirements into functional specifications focusing on workflow analysis and design, business process re - engineering, user interface design and process flow modeling.
• Experience in debugging and troubleshooting the existing codes
• Extensive knowledge in creating and modifying Service Catalogs and Workflow.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Hands on experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow.
• Experience in installation and configuration of different modules of ServiceNow.
• Good understanding of Helpdesk/service desk, change Management, Change Tasking, Service Level Agreement and Service Request.
• Experience in installation, configuration and administration of CMDB.
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience in building cross browser compatibility applications using HTML and CSS.
• Experience in all phase of SDLC like requirement analysis, implementation and maintenance, and extensive with Agile and SCRUM.
• Enthusiastic and project oriented team player with solid communication and analytical skills to develop creative solution for challenging client needs.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow 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.

Languages: C, Java, SQL

Servers: Tomcat, WebLogic Server

IDE & Tools: Eclipse, Web Storm, Notepad++

Web Technologies: HTML, JSTL, DHTML, JavaScript, CSS, XML, JSON, AngularJS, Bootstrap

Databases: MySQL, Oracle

Operating System: Windows, Linux, Mac OS

PROFESSIONAL EXPERIENCE:

Confidential,Richardson, TX

Sr. ServiceNow Developer/Admin

Responsibilities:

• Worked on various modules of ServiceNow which include Incident, Change and Problem Management.
• Interacted with Stakeholders, Users and Customers for gathering requirements to arrive Confidential design solution.
• Designed a portal, to provide end users ease of access while creating requests
• Involved in designing the portal and showcasing it into a user friendly environment.
• Created suggested relationships for configuration items in CMDB.
• Involved in coding the Business Rules (Server-Side Scripting), Client Scripts, Scripts included in the ServiceNow.
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, support Group, assignment rules, categorization, CI data, SLA etc.,
• Configured LDAP Server and LDAP Listener for updating the user and group table record
• Worked on DISCOVERY and set up mid servers and check for the connectivity, became an expert in troubleshooting Discovery tool
• Wrote Data Sources, Transform maps and properly analyzing Coalesce to avoid duplicates.
• Worked on glide AJAX and glide records for scripting and UI Actions.
• Configured E-mail notifications on RITM, Catalog Tasks etc.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Reviewed the Service Desk and worked on developing the Employee Self Service Portal (ESS) using Content Management.
• Design and implementation of service requests through Service Catalog in ServiceNow.
• Worked on GRC application(Governance, risk and compliance)
• Created new Business rules/script includes/client catalog script/client script.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Worked on ServiceNow Discovery tool to identify IP enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
• Installed MID Servers on remote desktop and conducted tests required for Discovery
• Wrote script includes and invoked them in business rules and client scripts.
• Creation of update sets, export the update sets, retrieve the update sets.
• Imported Active Directory to ServiceNow using data sources.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company's technical operations.
• Worked on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX.
• Worked on integration with 3rd party tools using (Web services, SOAP, Email, MID server).

Environment: CMDB, CSS, Java Script, HTML, Discovery, JSON, jQuery, AngularJS, SOAP, AJAX, SCRUM, ITIL

Confidential, Raleigh, NC

Sr. ServiceNow Admin/Developer

Responsibilities:

• Worked on setting up Active Directory, LDAP and SSO integration.
• Worked on setting up MID Server between Active Directory and ServiceNow instance which encrypts all the Users Data in the organization.
• Configured LDAP Server and LDAP Listener for updating the user and group table record
• Worked on configuring Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, CMDB and SNOW Reporting using ITIL process.
• Worked on business rules, Client Scripts, UI Policies, UI Actions, Data Policies and Data Dictionary.
• Worked on setting up Email Notifications for different modules in ServiceNow.
• Involved in working with process owners to develop workflow, implemented the workflows in service Applications and administer the tools and enhanced requests by JavaScript.
• Worked on GRC application.
• Worked on Notifications as part of customizing in ServiceNow.
• Worked on UI Pages, Transform Maps and Schedule Jobs.
• Worked on service catalog in introducing new Catalog items based on the client’s requirement.
• Worked with the workflows using ServiceNow workflow Editor.
• Created Reports, Workflows and data imports for incident, problem, service request, change management and knowledge management modules.

Environment: ServiceNow Helsinki & Istanbul, Incident management, Change Management, Problem Management, HTML, Java Script, CMDB, CMS HTML, CSS, Jelly, Glide

Confidential, Atlanta, GA

ServiceNow Admin/Developer

Responsibilities:

• Worked on the ITIL Process Configuration like Incident, Problem, Change Management, and Knowledge Management, service Catalog, SLA and Reporting in ServiceNow.
• Resolved typical Users access and role issues by checking active directory and users table.
• Style sheet creation for the UI page, Dynamic content and CMS page.
• Involve in running daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Used AJAX to retrieve data from server synchronously in the background without interfering with the display and existing page in an interactive way.
• Design and implementation of service requests through Service Catalog in ServiceNow.
• Responsible for administering the ServiceNow instances and clone scheduling process.
• Configured Email, inbound and outbound email actions and developing mail scripts on need basis.
• Worked on CMDB and Asset Management Services: Business Services and Configuration item basis.
• Users are populated into the system using LDAP integration and worked closely with ServiceNow
• Configured ServiceNow for Enterprise Service Request Module.
• Creation of UI pages for a better visual appearance in catalog items.
• Involved in client calls to understand requirement feasibility from functional aspect.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Investigate performance issues, learn troubleshooting tools and use system logs to find issues.
• Configured multiple forms for asset module using Configuration Management Database.
• Gathered the user business requirements and developed the reports.

Environment: CMS, Import Sets, Transform Maps, Service Catalog, CMDB, Workflows

Confidential, Houston, TX

ServiceNow Admin/Developer

Responsibilities:

• Effectively worked with business users to identify and refine business requirements and workflows.
• Supported and created an Access Control rule (ACL).
• Involved in creating the Adhoc reports in ServiceNow.
• Created, monitored, modified and publish service catalog workflows with approvals
• Responsible for the ServiceNow tool administration module and creation of new Groups, roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Involved in loading of data into CMDB using discovery and file imports.
• Created complex transform scripts in transforming the data into the SNOW database.
• Assisted in release Management during product and batch releases and managed documents and verified the changes and managed IT asset Management.
• Generated multi-table reports
• Analyzed various problems and created new solutions and new techniques.
• Created buttons and context menus both on form and lists using UI actions.
• Wrote Script and invoked them in business rules and client scripts.
• Worked with windows team, network team and asset team to check for the data collected through discovery is accurate.
• Implemented CMDB bi-directional web services integration, it involves consuming rest-full web service, publishing SOAP web services, using Business Rules, Script includes, UI Actions and other ServiceNow scripting modules to support data synchronization and business logic.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB

Confidential, Watkins, CO

ServiceNow Business Analyst

Responsibilities:

• Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, service request Management (Service-Catalog).
• Personalized and created forms and fields for the various roles and groups to target company requirements.
• Designed the content Management System for Varian system which involved layout, CSS and service catalog work.
• Worked on the System Requirement Specification (SRS) including problem analysis and system definition models.
• Control information flow and apply business logic with business rules.
• Established a maintenance schedule through the ServiceNow upgrade calendar and recognize good practice opportunities.
• Supported ServiceNow new process to include standard workflow process standard group membership build design, catalog items (workflows, approvals, task sequences).
• Knowledge of update set, import set and transforms maps in ServiceNow for data mapping and data transformation from legacy system to ServiceNow.
• Assisted stakeholders in defining the enhancement of incident deflection to reduce rate of creating incidents and call volume to service desk for issues.
• Assist in coordinating the process integration and review existing service catalog and request fulfillment.
• Developed and run global “ITSM monthly performance metrics report” with scheduled reports in ServiceNow and compare with IT services scorecard with focus on strategic KPIs.
• Participated in process governance review of change management, incident and problem management in ServiceNow.
• Used ServiceNow reporting to analyze and troubleshoot reports, ensuring data accuracy and timeliness.
• Documented status reports, created presentations, performed analysis and organized content to share with other team members.
• Reviewed change requests and approve changes to ensure all changes conform to change management standard as summarized in change management grid along with SOX documentation review and scheduling of the change.
• Ensured change process and compliance are properly adhered to approvers, assessors, change owners and clients.
• Develop and manage requirements on SLA for incident, problem and change tickets to ensure that there is SLA compliance.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB

Confidential

Web/UI Developer

Responsibilities:

• Involved in the development of user interface design and front-end (HTML) for the Web application using HTML4, CSS2 and Bootstrap.
• Developed nonfunctional HTML, CSS pages from the mock up and involved in UI review with UI Architecture and Business Units.
• Coded JavaScript for pages functionality using JQuery selectors and events.
• Performed client side validation for forms using JavaScript and jQuery.
• Involved in implementing the UI to support all the major browsers like internet explorer, Mozilla Firefox and Google Chrome thus ensuring cross browser compatibility.
• Made the application responsive to different screen resolutions using Bootstrap and CSS3 media queries.
• Debugged the code using browser tools like Firebug.
• Created computer generated images and animations using CGI for digital marketing web applications.
• Created pages for selecting the book size, layout type for a photo book.
• Integrated with third party photo storage applications like Instagram, Facebook, Picasa etc.,
• Used third party API’s for obtaining the digital storage information.
• Coordinated project activities and ensured that all project phases are followed and properly documented.
• Involved in complete SDLC- requirement analysis, development, system and integration testing.