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Senior Servicenow Platform Consultant Resume

San Francisco, CA

PROFESSIONAL SUMMARY:

  • A Qualified IT Professional with 8+ Years of strong IT experience in Software Design, Development, Analysis, Testing and Implementation.
  • Around 6+ years of hands on experience in the IT industry involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (ServiceNow).
  • End to End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies.
  • Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
  • End to End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies.
  • Experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
  • Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
  • Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
  • Actively Involved in End User Portal design, and the ongoing support and maintenance using CMS application ServiceNow.
  • Experience in various integration methodologies like SOAP, REST and WSDL etc. Experienced in implementing Single Sign on in ServiceNow.
  • Experienced in creating and designing workflows for various tables also including custom scripts to achieve the desired result.
  • Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.
  • Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
  • Expert on ServiceNow Discovery module, comfortable deploying IP range discoveries in a multi-datacenter environment.
  • Experience on LDAP Integrations using SAML2.0.
  • Involved in database designing by creating database objects such as Tables, Views, and Indexes and developed code in the mid-tier server integrating ServiceNow with other IT systems.
  • Configure ServiceNow tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
  • Good interpersonal and communication skills, creative, research-minded, technically competent and result-oriented with problem solving skills.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow, ITSM SUTE, HP Server Manager, HP Asset Manager

Languages: C, C++, Java, JavaScript, Jelly, Angular-Js, HTML, Bootstrap, AJAX, CSS and XML

Scripting Language: JavaScript, Jelly Script, JSON, PowerShell, Python

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: UNIX, Linux and Windows

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint).

ITIL: ServiceNow, Service Mapping, Discovery, CMS, ITSM, ITIL

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: MSSQL, Oracle 10g, MySQL

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE: Eclipse, Net Beans, TOAD

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, CA

Senior ServiceNow Platform Consultant

Responsibilities:
  • Implemented on Service Catalog from Scratch. Developed Service and worked with Subject Matter Experts (SME) to gather all the Service Catalog requirements. troubleshooting Discovery tool.
  • Worked on Probes and Sensors as per the business requirements, configuring the Discovery schedules with IP ranges in all the environments including the DMZ zone and Check for the connectivity of mid servers.
  • Integrated HP Network automation into ServiceNow and created foreign key with Serial number, Device id, name to maintain CMDB unique.
  • Worked on SOAP requests through Business Rules or UI Actions and Script includes to insert data into ECC queue. Sending SOAP messages asynchronously.
  • REST calls to retrieve data from an internal application via the mid server with the help of ECC queue
  • Synchronizing Snow Orchestration with Active Directory.
  • Implemented new functionality using Business Rules, UI Policies and ACL.
  • Worked on UI Macros to create pages as templates on requirement from the stake holders
  • Writing Catalog client scripts and UI policies to make client-side changes.
  • Imported many Configuration items (CI) using import set tables.
  • Participated on Service Mapping meetings with ServiceNow.
  • Coordinating the instance patch and upgrade activities. Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
  • Worked on different ServiceNow enhancement requests.
  • Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
  • Working on different kinds of variables and variable sets.
  • Created Knowledge articles to document the steps in creating the catalog items.
  • Imported Active Directory to ServiceNow using data sources.
  • Created data sources and loaded the Service-Now tables with different data formats.
  • Created transform maps both automatic field mapping and scripting
  • Configured multiple forms for Asset module using Configuration Management Database.
  • Also worked on Asset Management and loaded the data into it.
  • Enhanced various workflows for Incident Management, Change Management, Service Requests and SLA's.
  • Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
  • Configured multiple Catalog Items Front-end web/GUI components using JavaScript, HTML5 and CSS .
  • Environment: Service Now, Asset Management, Incident Management, Problem Management, Glide Form, Glide Script, Fire eye, HTML, Java script, CSS, CMDB

Confidential, Washington, DC

Senior ServiceNow Admin/Developer

Responsibilities:

  • ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
  • Designed Workflows, along with standard Workflow templates, which can be reused. Used web services in parallel with the workflows to retrieve the information from 3rd party tools.
  • Worked on configuring email notifications in ServiceNow that were internally linked with scheduled jobs and events.
  • Created UI Actions both on forms and lists which will be visible based on roles. Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
  • Created scheduled reports that would be sent out as an email to the team on weekly and monthly basis.
  • Organized many meetings with Business Owners, Process owners etc. while gathering the Business Requirement while discussing the progress of development from the BRS.
  • Customized many forms and added additional security to certain fields making them encrypted.
  • Created many ACLs and roles to restricting the information only to limited users.
  • Created many custom scripts like Business Rules, Client Scripts, Script Includes etc. Built forms from scratch along with advance customizations at the level of UIMacros/UI page as per the complex requirements.
  • Communicated with the external web services using SOAP Messages, REST and JSON.
  • Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.
  • Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
  • Created complex transform scripts in transforming the data into the SNOW database.
  • Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

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

Confidential, Richardson, TX

ServiceNow Developer

Responsibilities:

  • Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
  • Coordinated Service Now environment/form back-end customizations. Notified clients and updated documentation.
  • Worked on Update sets, UI scripts, Notifications as part of customizing the SNOW.
  • Responsible for assigning, coordinating and closing the open Incidents, Problems and Enhancement requests and communicating with customers regarding the status of the request.
  • Responsible for providing analysis of problems and resolutions or fixes for the production issues related to ServiceNow platform within the Service Level Agreement.
  • Worked on customizing the dependencies of Cis and manually updating the upstream and downstream.
  • Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
  • Investigated performance issues, learn troubleshooting tools, and use system logs to find issues.
  • Involved with working in an agile development environment.
  • Responsible for cloning and upgrades in ServiceNow and involved in the analysis of the impact on the existing customization after the upgrades.
  • Involved in working with CMDB, populating CMDB by importing the data of IT assets into the system.

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services

Confidential, Mountain view, CA

Service Now Admin/Developer

Responsibilities:

  • Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company's technical operations.
  • Participated in process designing sessions and documented ITIL process flows.
  • Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
  • Experience in designing, development and implementation of ServiceNow Platform ITSM application.
  • In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
  • Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
  • Creation of tables within ServiceNow
  • Creation of custom reports and designing the dash board.
  • Design and implement SLA - Service Level Agreement and the required work flow with Email notifications.
  • Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
  • Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
  • Create schedules, reports and monitor performance of Service-Now.

Environment: HTML, DHTML, CSS, AJAX, JavaScript, JQuery, SVN, Eclipse, Microsoft FrontPage, and Adobe Photoshop CS3.

Confidential

ServiceNow Junior Analyst

Responsibilities:
  • Prepared the test data for different business scenarios to test the functionality of the application.
  • Reviewed Business Requirements Documents to document business rules and test plan.
  • Worked on writing tests plans and execution of test cases for various Reports, Scripts and UIs of Trade Sphere Application.
  • Created and executed the test cases using Quality Center.
  • Involved in writing test plans for various applications.
  • Created functionality test cases after establishing critical values and workflow.
  • Involved in developing workflow customizations, and performing quality assurance testing and user acceptance testing.
  • Responsible for preparing design level, program-level and user-level documentation.

Environment: JAVA, Servlets, EJB, JDBC, Hibernate, Spring, JSP, Java Script, SVN and HTML, XML and SQL, CSS, JavaScript, jQuery, JSP, AJAX.

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