SUMMARY:

• More than 5 plus years of experience in Development, Administration, Customization and Implementation of ServiceNow applications includes Incident Management, Self Service, Change Management, Problem Management, Asset Management and CMDB.
• Development and Customization of ServiceNow Application using UI Policy, UI Action, Client Scripts, Business rules, Service Catalog creation and Workflow configuration.
• Custom application development in ServiceNow using Forms, UI Policy, UI Action, Business Rules, Client scripts and workflows.
• Worked in CMDB, Asset Management and Configuration item relationships.
• Created Users, Groups and managing the user access to ITSM modules.
• Integrating ServiceNow with LDAP for user population and configuration of Single Sign - on ( Confidential ).
• Integrating ServiceNow application with External applications using web services (SOAP) and data imports using import sets.
• Integrating ServiceNow application with reporting tools like Cognos, business objects and Hyperion.
• Worked on Agile and Scrum method environment and implemented the changes required by the business owners on a regular basis.
• Interacting with business users and service delivery manages in analyzing the business requirements and defining the implementation process.
• Experienced in Preparing Process Documents, user Training and presentations for Incident Management, Self Service, Problem Management, Change Management and Asset Management,
• Working with Project managers in managing software development life-cycle to meet the Development, Testing and Deployment schedules.
• Following the ITIL standards in defining the Incident, Change and Problem management processes and configuration of the tool.
• Hands on experience working on Core Java, J2EE, JSP, servlets, Python, Shell Scripting, PowerShell related applications and deploying those applications using Apache, Tomcat, WebLogic servers.

PROFESSIONAL EXPERIENCE:

ServiceNow Developer/ Administrator

Confidential, Norfolk, VA

Responsibilities:

• Interacted with business community and gathered requirements based on changing needs.
• Configured custom applications and modules as per requirements.
• Developed and configured Business Rules, Script Includes, UI Policies, and Client Scripts using JavaScript for Customizing different requirements.
• Created Record Producers to create incidents for emergency Service requests and creation of Change requests.
• Designed new Workflows and modifying the existing workflows according to new requirements.
• Worked on integrating ServiceNow with external SOAP based web services.
• Created custom Tables, Fields and configuring field level, table level Access Controls over them.
• Configured Data Sources, Import Sets and Transform Maps.
• Captured all the Technical Components in the Update sets and migrating the changes to QA and Production instances.
• Build reports, gauges, and home pages
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Followed the SDLC process to develop and deploy the code in development to production environments.
• Performed Self/Peer Reviews after Implementation to maintain Quality and Reliability in the code.
• Prepared Deployment checklist and Test case document preparation for each deployment.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Provided support for all Production Deployments.

Environment: ServiceNow, Asset Management, Incident Management, Change Management, Problem Management, CMDB, HTML, Java script, MS SQL server.

ServiceNow Developer/ Administrator

Confidential, NY

Responsibilities:

• Created and Maintained foundation data - User Accounts, Approvers, Support Groups. Created new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration and Reporting.
• Created various front-end forms, and associated Client Scripts, UI policies, Business rules and Script Includes.
• Worked on end to end implementation of various third-party monitoring tool Integrations, Supported the team with the work flow of the integrations.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.

Environment: ServiceNow, Asset Management, Incident Management, Change Management Problem Management, CMDB, HTML, Java script, MS SQL server.

ServiceNow Developer/ Administrator

Confidential

Responsibilities:

• As a ServiceNow developer, generated Buttons and context menus using UI actions on forms and lists.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Involved in migration between various environments in ServiceNow using Update Sets and Import Sets.
• Worked with reporting and configuring service level agreements (SLAs).
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Created data sources and loaded the Service-Now tables with different data formats.
• Involved in creation of reports, dashboards in ServiceNow.
• Working knowledge of various Service-Now components such as Self-Service, Change Management, Incident Management, Asset Management, Problem Management, CMDB and Knowledge Management.
• Involved in integration and changes with regards to the Service-Now tool.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Experience on CMDB, Discovery and integration with other external modules.
• Designed email templates by using html scripting and used them in notifications.
• Worked on integrating ServiceNow with tally for obtaining the order information.
• Provide support for Service-Now by troubleshooting functional issues, implementing bug fixes and performing root cause analysis.

Environment: ServiceNow, Asset Management, Incident Management, Change Management Problem Management, CMDB,HTML, Java script, Oracle 8i.

ServiceNow Developer/ Administrator

Confidential

Responsibilities:

• Provide day to day support in resolving production support issues.
• Responsible for developing technical solutions on the ServiceNow platform to satisfy the business needs of the IT department.
• Managed Projects /tasks activities using Agile /Scrum within ServiceNow.
• Managed / Organized daily standup calls for project team members.
• Participated in Project management / planning discussions, tasks and activities.
• Provided feedback to Project managers on project activities, tasks, milestones, status reports.
• Configured Business rules, Filters, UI & Data policies specific to each domain.
• Created reports specific to company.
• Create, develop, and implement workflows, custom reports, and prototypes.
• Identify system deficiencies and recommend solutions.
• Design and implement new requirements and new features based on business needs.
• Migrate data from Remedy ITSM 7.1 to ServiceNow.

Environment: ServiceNow, Asset Management, Incident Management, Change Management Problem Management, HTML, Java script.