SUMMARY:

• 8+ years of IT experience in Service - now Administration and Application Development
• S ervice- Now experience in Scoped Applications-New feature of service now release.
• Service- Now experience in upgrades.
• Service- Now experience in Implementation, design, development.
• Service- Now experience in Custom Applications.
• Service- Now experience in Implementation of Workflow, Incident, Problem, Change management as per the customer requirement.
• Service-Now experience in Core Configuration.
• Service-Now experience in Service Catalog.
• Sound working knowledge of tools like MS Visio, MS Office, JIRA, Service Now, Version One
• Experience in working in an Agile Scrum environment with ability to breakdown requirements into Epics, Features and user stories.
• Knowledge of Agile Scrum tools.
• Involved in sprint planning meetings and work towards defining the sprint items along with the product stakeholders.
• Update set migration onto the production Instance
• Taking requirement from client, analysing the requirement and accordingly creating project plan, and distributing the task among the team members and also tracking status.
• Administrate, update and development of Service Now applications, modules business rules, client script, UI Action, UI Context Menus, UI policy, email notifications, UI Pages, UI Macro, Scheduled Jobs, Script Includes, Events, forms, Confidential, reports, Access Controls, Workflow, Homepage Administration, User Administration, Update sets, Notifications, Field Administration
• Excellent knowledge for implementation of incident management, problem management, change management, reports and service catalog.
• Good Communication skills.

TECHNICAL SKILLS:

Tools: Service Now (*ITSM), NetBeans, Microsoft Visual Studio 10, Remedy

SQL Database: Oracle, MySQL.

Design: Core Design Patterns, Enterprise Design Patterns.

Programming: Core Java

Scripting: java scripting, Jelly script, Html

Platform: UNIX, Windows.

PROFESSIONAL EXPERIENCE:

Confidential

Service now Consultant

Orlando, Florida

• Calling APIs from Service now.
• Building Custom Applications.
• Working on Scoped Applications.
• Performing extensive validations through JavaScript
• Building Complex workflows and Sub workflows.
• Passing inputs from Sub workflow to Main Workflow
• Creating custom Confidential Messages and implemented Integrations
• Working on Order Guides.
• Working on a large Service Now implementation project completing Service Request Items
• Automating workflows and communicating with Auto tool.
• Involved in Customization and Maintenance of ITIL modules such as Incident, Change, Problem, and Knowledge base Service Catalog, and CMDB in Service Now
• Administration of Service Now application, including making approved changes to process and workflow, building reports, managing data, personalizing lists, content management.
• Worked on Requirement Analysis, Preparing effort estimation, Designing, Development, Unit Testing and Code review

Senior Engineer

Confidential, Schaumburg, IL

Responsibilities:

• Assist client in implementation and integration of software and processes that enable them to meet their ITIL goals.
• Designed and architected solutions to satisfy business needs of IT Infrastructure and Business Systems teams.
• Responsible for Implementation project management for current and new deployments of a SaaS, PaaS, IaaS ITSM implementation.
• Software customization, workflow automation, data import/synchronization, third party software integration, internal and external training, and creating proof of concept trials.
• Instrumental in the launch of ITIL core processes and foundation modules: ESM portal, Incident Management, Service Request, Facilities, Change Management.
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an agile development Environment.
• Involved in working with process owners to develop workflow, implement the workflows in Service.
• Applications and administer the tools and enhanced requests by JavaScript.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.

Sr.Consultant

Confidential, CA

Responsibilities:

• Programming in JavaScript, JSON, jQuery, HTML, CSS, XML
• Development of detailed Service Now application configuration
• Use Web Services ( Confidential ) to integrate with 3rd party software applications
• Coordinate on engagement scope, requirements and SCRUMs in an Agile environment
• Participate in team activity.
• Provide consulting to client on solutions, best practices, and potential risks.
• Maintain current knowledge and thought leadership using appropriate resources and guides
• Provide testing and quality assurance on all work performed throughout engagement
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.

Service Now Consultant

Confidential

Responsibilities:

• Gather specifications from the Customer and deliver finished product that meets the requirement.
• Building new changes, enhancing/customizing existing SN utilities as per client requirements.
• Configuration/Customization of the Service Now system, creating workflows
• Worked in an Agile Scrum environment with ability to breakdown requirements into Epics, Features and user stories.
• Perform integrations and process automation using Service Now functionality.
• Involved in sprint planning meetings and work towards defining the sprint items along with the product stakeholders
• Client Communication (Handling calls, involved in meetings).
• Load, manipulate and maintain data between Service-now and other systems.
• Performed basic and advanced configurations in many different ways to address an organization’s business needs and managing Service-Now instance
• Implemented Workflows as per User Requirement.
• Build Service catalog modules from scratch.
• Implemented new functionalities as per client requirement.
• Integration with 3rd party tools.
• Perform system and integration testing.
• Monitor health, usage and overall compliance of the application

Confidential

Service Now Developer

Responsibilities:

• Customized Confidential modules as per the process requirements.
• Developed custom applications taking Service Now as a platform.
• Developing user friendly interface for Service Catalogue.
• Configuring Users, Groups and Roles.
• Customization using Business Rules and Client Scripts.
• Creating Confidential UI Policies and UI actions for alerting a user if a particular Action is performed.
• Used Import Sets to extract data from Confidential other sources and field
• Mapping for the same.
• Customization of Home Page using Confidential widgets and Gauges.
• Created Workflows for Service Request.
• Used Update sets to move customization from Dev to Production Instance

Confidential

Service Now Admin & Developer

Responsibilities:

• Defined process to create articles and route it through Confidential levels of
• Defined Confidential states in which an article can reside, e.g. Draft, Review, Reviewed, Published and Retired
• Email notifications are configured so that the users kept well informed about Assignment of the tasks.
• Creation of Business Rules, UI Policies, Actions for Incident Management and Knowledge management.
• Documenting Run book/Usage Documents and updating them frequently.

Confidential

Remedy Admin

Responsibilities:

• Creation and Customization of Notifications
• Documenting Run book/Usage Documents and updating them frequently.
• Handling Incidents as per Confidential
• Client Communication (Handling calls, involved in meetings)
• Tool Customization