SUMMARY:

• A Certified ServiceNow, competent professional with around 7+ years of IT experience including 5+ years of extensive experience in Service - Now working with different modules such as Incident Management, Service Catalog, Problem Management, Change Management, Project Management.
• Excellent experience with modules like Service Catalogs or SRMS, Discovery CMDB or ADDM CMDB, Hardware Asset management, Time Card, Test Management, Performance Analytics etc.
• Excellent experience with modules like Service Catalogs or SRMS, Discovery CMDB or ADDM CMDB, Hardware Asset management, Time Card, Test Management, Performance Analytics etc.
• Hands on experience in client scripting using different scripting languages like HTML, JavaScript, and CSS . Worked on Istanbul, Helsinki, Geneva, Fuji, Eureka, Dublin, Calgary versions.
• Expertise in UI Actions, UI Policy, UI Pages, Business Rules, Client Scripts, Include Scripts, Catalog Client Scripts, Catalog UI Polices, Email Scripts, Scripted Web Services, Rest and SOAP web services, Roles / Groups to name a few. hands-on expertise in the administration and development applications using BMC Remedy Action Request System 7.1/7.6 and ITSM 7.1/7.6.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Experience in Design and development of CMDB (Configuration Management) in ServiceNow.
• Experience in application development using various advanced features of Oracle like Bulk Collect, Autonomous Transactions, Dynamic SQL, and Collections.
• Experienced in writing complex PLSQL Procedures or Functions using advanced PL/SQL concepts.
• Proficient working experience in SQL, PL/SQL, Stored Procedures, Functions, Packages, cursor, ref cursor, DB Triggers, table partition, Performance Tuning, SQL*Loader, and Indexes.
• Maintain Single Sign-On integration and create an access control rule (ACL).
• Use of scripting tools and Service-Now functionality to create script to automate routine tasks being done in Service-Now.
• Experience in Integrating App Exchange Applications with Eclipse IDE in Sandbox and Production Environments.
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Experience with working on UNIX / LINUX, Windows Operating Systems
• Implemented single sign-on using Digested Token, SAML 1.1, SAML 2.0
• Handled all aspects of the UI development including designing, testing / debugging, and deploying .
• Experience in Service Management tools such as BMC Remedy, HP SM, and BMC Remedy on Demand .
• Experience working in Software as a Service ( SaaS ) environment .
• Working experience on Glide Ajax, Glide Record .

TECHNICAL SKILLS:

Service Now: Change Management, Incident Management, Problem Management, Service Catalog, Integration with Third Party Tools, Configuration Management, Reporting, Discovery and Integrations, Service watch Client Side and Server-Side Scripting, Client & Server API's, Glide Aggregate, Glide Record, Administration, Reporting, Orchestration, Email Notifications, Creating/Editing Home pages, Personalizing Forms.

Programming language: C, SQL, Angular JS, Jelly Script, jQuery, JavaScript, Perl

ITSM Tools: ServiceNow, ITSM Suite, HP Service Manager, HP Asset Manager, BMC Remedy, CMS, LDAP & MID Server, Manage Now.

Processes Model Tools: MS Office Suite 9X/2000/XP (PowerPoint, Word, Excel, Access, and Outlook), Novell GroupWise, Banner, Lotus Notes, MS Outlook, MS Project, MS Visio.

Methodologies: Agile Modeling, SDLC model, Waterfall model, Spiral model.

Test Tools: Test Director, Mercury, Silk Testing, Win Runner and Load Runner.

Databases: Oracle 10g/9i/8i/8.0/7.0, Disaster recovery, MS Access 7.0/2000, SQL, XML, PL/SQL, MYSQL.

AWS Technologies: EC-2, ELB, VPC, RDS, IAM, Cloud formation, S3, Cloud watch, Cloud trial, SNS, SQS, SWF, EBS, Route 53.

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

Sr. ServiceNow Admin / Developer

Responsibilities:

• Responsible to look Globally ServiceNow Issues and give trainings for Incident / Problem / Change as per the business needs and updates .
• Responsibility to monitor the ITIL Service delivery via process mapping audits and design the procedure .
• Providing solution and standardized the ITSM process in bid management to satisfy the customers .
• Responsibility to work with Project management to improve the daily base operations . Responsibility to update the dash board and reporting tool and make it visible to all the employees
• Implementation of different modules of ServiceNow as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management, and Service Catalogs. Developing integrations both inbound and outbound. SOAP & REST.
• Handling Day to day IM / PM and CM tickets per the Priority .
• Coordinate Problem Management team and Incident management.
• Created Dashboards, Score Cards and Widgets in Performance Analytics. worked on self-service portals to create widgets by using Angular Js.
• Good exposure on J2EE design patterns such as Business Delegate, Model View Controller (MVC), Transfer Object, Value Objects, and Data Access Object (DAO).
• As a team, coordinate with internal and external technicians and stakeholders to craft detailed requirements for integrating the internal HPSM instance with the external ServiceNow instance
• Integrating HPSM and ServiceNow (or other ITIL ticketing platforms).
• Involved in PPM enhancements and integrated with various modules.
• Find root cause analyzing about the fail changes and the services.
• Supports implementation and provides requested enhancements to PPM implementation.
• According the RFC, need to raise the changes and handle the Technical team/Operational team.
• Conduct employee focus groups to ensure a thorough understanding of the issues.
• Developed solutions using Ajax, JavaScript, Web Services REST, SOAP, and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Service-Now experience in Implementation, design, development, documentation, deployment, and post- production support.
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.
• Experienced in Active Directory, Windows Server, PowerShell, Exchange email and Unix systems
• Responsible to Track and analyze unsuccessful changes to bring about process improvement with the help of frame work Remedy.
• Developed Webservice and REST interfaces both inbound and outbound to SN to address third party application integrations SCOM, HPOO etc.,
• I have to integrate VRA and ServiceNow to fetch the ticket details via REST API.
• Responsible to Develop, evaluate and present weekly and monthly change management metrics to Executive management. configuration of Foundation data, Process data Transaction data of Remedy ITSM System, CMDB Configuration Item updates.
• Administration of Development, QA Production Servers. Custom workflow migration using Migrator Tool, Data loads using Data Import Tool, Data Wizard Tool, and Data Management Tool.
• Integration of third party and home-grown applications USIT, TPS, ANTWERP to the ITSM System using Remedy Webservices.
• ALTIRIS product Integration using Atrium Integration Engine Reconciliation Engine into Remedy CMDB.
• Implemented monitoring infrastructure that included Nagios Core, Distributed Nagios Executor (DNX) for scalability.
• Responsible to provide and present the monthly Change Cost Analysis report of the customers to the accounts management team.
• Develop a set of actionable and targeted change management plans including communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan.
• Work with project teams to integrate change management activities into the overall project plan.

Environment: ServiceNow, ITIL, JavaScript, Jellybeans, Web Services, XML, DHTML,CMDB, jQuery, JSON, Remedy Webservices.

Sr. ServiceNow Developer

Responsibilities:

• Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident, and Change. Involved in working and developing of ServiceNow plugins and customizations.
• Administered, maintained, and supported SCOM platform.
• Worked on Glide Ajax and Glide Records for scripting and UI actions.
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
• Develop high quality integrations between the internal HPSM instance and the external ServiceNow instance.
• Participated in designing the Authentication services and Entitlement services on REST and SOAP.
• Excellent work experience in J2EE concepts like Servlets, JSP, EJB, HTML, JavaScript using services like JDBC, JNDI, RMI.
• Excellent knowledge of ServiceNow UI tools Service Portal, CMS, etc.
• Worked on service now performance Analytics module, involved in configuring the incident dashboard.
• Worked on configuring customizing and enhancing project portfolio management(PPM) module and integrated with user interface to ServiceNow.
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
• Extensive experience in development, testing, and implementation of Telecom, Healthcare, Insurance, and Financial based applications using IBM WebSphere Portal.
• Integrated ServiceNow with other applications using RESTful Web Services.
• Review and understand how the Cloud Provision Works with the Orchestration module of ServiceNow
• Platform .
• Working knowledge on Java Script, Angular JS, AJAX, CSS, HTML, and Bootstrap.
• Maintained existing data migration program with occasional upgrades and enhancements.
• Performed data migration enforcement tasks.
• Created and Tracked support cases with ServiceNow. Created a lot of client's scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with jQuery and Prototype.
• Implemented SolarWinds Orion NPM & APM and Nagios XI for system and network monitoring and designed custom tools to monitor proprietary application.
• Used PowerShell, VB scripts and Authoring tools to tune SCOM management systems.
• Worked across IT and other Operations Divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements.
• Contributed to the architecture and technical aspects of the ServiceNow implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.
• Involved in configuring and maintaining BMC Remedy Foundation Data.
• Worked on PowerShell, Atrium Orchestrator and other tools to automate a range of tasks in an OS diverse environment.
• Working on VMware realize Automation (VRA) and realize Orchestrator (VRO).
• Performed integrations and process automation using ServiceNow Orchestration.
• Working knowledge on Single Sign on (SSO) and event-based integrations.
• Hands-on experience in writing jelly script to create web pages from a high-level page description using templates from the existing library.
• Created Business Rule, UI Action by using Glide Script.
• Worked on LDAP integration to update the users and groups.
• Thorough understanding of ITIL/ITSM processes.
• Performed system and integration testing with sample and live data.

Environment: Service catalog, Asset Management, Analytics, Incident Management, Problem Management JavaScript, ITIL, UI actions, Ajax, Glide Record, Html, jQuery, jelly script, glide script. LDAP.

Sr. ServiceNow Admin/ Developer

Responsibilities :

• Involved in gathering the requirements from the business team and writing the technical design documents.
• Implementation of Custom Applications, Modules, Tables, and Views as per client's requirement.
• Customized form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management, and Service Catalog.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Experience in configuring email notifications in ServiceNow. Configuration of Email Notifications and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Worked on ServiceNow Performance analytics and reporting
• Wrote SQL queries and developed SCCM and SCOM reports
• Configured IBM WebSphere Application Server 5.1.x/5.0, JDBC drivers and Servlets engines on Sun Solaris and Linux and created user roles and groups for securing the resources using local operating system authentication.
• Administered ServiceNow to manage all requests and incidents involving PPM Tool to Manage project time allocation.
• Created new Business Rules/Script Includes/Client catalog script/client Script using JavaScript and AngularJS.
• Involved in various PPM enhancements.
• Good knowledge of latest version of object-oriented JavaScript Libraries like Angular js, Node.JS, Bootstrap, ExtJS 4.0, Require, Handlebars, and Dojo toolkit .
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Executed data migration in coordination with management and technical services personnel.
• Prepared documentation for requirements, design, installation and unit testing and system integration of ServiceNow.
• Developed automated mappings to schedule the load of flat files on daily, weekly, and monthly basis.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's. Set up the SLA for the various ITIL processes as per the requirement. Involved in redesigning the workflows using ServiceNow workflow editor.
• Implemented Social IT and Chat Application for the end user support. Involved in various ServiceNow customizations as per client's requirement.
• Interfaced process owners and production Assurance work streams to ensure tool functionality meets business needs.
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents, and a search bar for searching of Incidents.
• Responsible for managing clone scheduling process & Asset management role request functionality.
• Involved in solving tickets in PROD and played as an Admin.
• Worked on loading the data into ServiceNow using import sets.
• Contributed to technical discussions and be involved in the decision-making process with other senior engineers to resolve product issues.
• Managed the activation status, profile, and roles assigned to each user in ServiceNow.
• Worked on LDAP and SSO integrations. Very good understanding of Integration with SOAP, JDBC, and ODBC.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Provide training and support to all Service-Now users.

Environment: ITIL, LDAP and SSO integrations, SOAP, JDBC and ODBC.

ServiceNow Administrator

Responsibilities:

• Worked on Orchestration to automate the top and frequently used service requests
• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement. Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Designed and implemented custom UI for Lab Users using Angular JS, JavaScript and HTML5.
• Developed reports as per requirements from management.
• Imported Configuration Items(CI) using import set tables
• Created data sources and loaded the Service-Now tables with different data formats
• Transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Documented all implementations and best practices defined within team.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.
• Involved with working in an agile development environment.
• Responsible for Berlin Up gradation in ServiceNow and involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Created customized emails for approvals, rejections and cancellations based on the requirements from the service owner.
• Involved in working with CMDB, populating CMDB by importing the data of IT assets into the system.
• Responsible for mentoring peers and junior curriculum developers in Service now platform.

Environment: ServiceNow Eureka/Dublin, Windows 11, XML, Oracle 11g, SVN, Toad,SQL*Plus, SQL*Loader, UNIX

JAVA DEVELOPER/Service Now Consultant

Responsibilities:

• Requirement gathering and understanding.
• Creation of highly Usable, Accessible, X-Browser, X-Resolution, and X-Platform compatible web applications using (X)HTML, DHTML, CSS, JavaScript, JavaScript Libraries.
• Translated wireframes into optimized program code using XHTML, CSS, JavaScript and DHTML.
• Worked extensively on numerous web technologies including HTML5, CSS 2.0, CSS 3.0, and JavaScript.
• Tested of websites for W3C validation and testing it in major browsers like Firefox, IE7, IE8 and Opera.
• Used Firebug, Firebug Lite, and IE Developer Toolbar for debugging and browser compatibility.
• Fixed bugs and provided support services for the application.
• Proven experience in XML and related technologies (XQuery/XPath, XSLT, XMLSpy, Map Force)
• Handling code optimization techniques to decrease much use of JavaScript in creating dynamic functionality, with the use of CSS classes.
• Created domain XML schema (XSD) for use in services, and messaging/integration
• Used AJAX and JSON to make asynchronous calls to the project server to fetch data on the fly.
• Provided JavaScript and CSS fixes for the UI for issue like orientation issues in web and jQuery implementation.
• Worked on developing application in safari and chrome.
• Provided a brandable solution for all application so that header and footer are the same across the application.

Environment: HTML, DHTML, CSS, AJAX, JavaScript, jQuery, SVN, Eclipse, MicrosoftFrontPage, and Adobe Photoshop CS3.