PROFESSIONAL SUMMARY:

• Over 6+ years of totalexperiencein ServiceNow, ITIL Consultant, Configuration &Asset Management Analyst.
• Excel at providing comprehensive ITSM/ITIL systems analysis and full lifecycle project Management. Hands - on experience leading all stages of systems development efforts including Requirement definition, design, architecture, testing and support outstanding project and program leader; able to co-ordinate and direct all phases of project based efforts while managing, motivating and guiding team.
• Strong Mentor and coach, skilled by inspiring confidence, leading by example and building loyal, high performance teams. Very proficient in identification of skill levels of team and delegation of work based on that to fully utilize the team potential.
• Excellent knowledge in Development, implementation and administration of ServiceNow and Remedy.
• ServiceNow experience in Implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC SCRUM.
• Developing JavaScript and configuring workflows to implement additional features, customizations and enable the process flow.
• Extensively worked with Istanbul, Jakarta releases of SERVICENOW, experienced on Jelly Scripts/Java Scripts, Dashboards and HR Case Management etc.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Hands on experience in creating the custom Applications, Modules, Security inServiceNow.
• Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts.
• Experience in Email integration, LDAP integration, External Web services Integration (both SOAP based and REST based).
• Experience in working on the ITIL Process modules like Service Desk, Incident, Problem, Change Management, Release Management, Service Request, Knowledge Management and Reporting.
• Good knowledge and experience on Initial Diagnosis of Incidents, Escalation of Incidents, Investigation, Diagnosis of Incidents, Recovery and Resolution of Incidents.
• Implemented Incident Resolution Workflow plugins to bring Incident Management workflow into better alignment.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements.
• Excellent experience in ServiceNow Administration and Day to Day Production support.
• Intermediate knowledge in CMDB, Configuration, Asset Management and DISCOVERY tool.
• Good experience with Angular JS, Compass CSS Framework, Bootstrap, CMS.
• Strong experience in working with Scripted Web services, Script Includes.
• Hands on experience in web development using HTML, JavaScript, Jelly and CSS.
• Customization and Enhancements of latest Servicenow modules like HR Case Management, Service watch, Time card module and On Call scheduling modules.
• Expertise in Business requirements in any modules of Servicenow. Always ready with Requirement / Data collection templates for Incidents, problems, SLA’s, CMDB, Software Asset management, Hardware Asset management etc.

TECHNICAL SKILLS:

Operating Systems: Windows, Unix and Linux

Web Technologies: Java Beans, JDBC, JSON, JavaScript, AJAX, XML 1.1.3 and HTML, CSS, Web Services, Angular, Bootstrap

Web Servers: Apache Tomcat, Web logic

Databases: SQL Server, Oracle and MS Access, MongoDB

Languages: C, C++, Java, J2EE, SQL, AJAX, JavaScript, UML, XML

Development IDE(s): Eclipse, WSAD, Net Beans

Application Tools: JBuilder, Dreamweaver, Service Now, Rational Rose, SQL, Remedy

WORK EXPERIENCE:

Confidential

Senior Servicenow Developer

Responsibilities:

• Extensively involved in requirement analysis, design, implementations, upgrades, enhancements and customizations of different modules of ITSM suite.
• Identified and Recommended the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Currently Involved in Implementing Jakarta. Working on sub production instances.
• Gathered requirement from users for attributes needed to develop Service Catalog items. Work with architect to deploy daily requirements.
• Good experience in Agile and Scrum Methodologies, currently our work in take process is with Stories.
• Manage data with tables, the configuration management database (CMDB), import sets and update sets.
• Enhanced the existing LDAP integration and modified business rules.
• Work on Data Sources for various external applications, Import sets and Transform maps to import data into Service Now.
• Experience in Application Development, Solution and Email Integrations.
• Experience in developing web pages, landing pages using Content Management System (CMS).
• Created Email Templates and Email Notifications.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Implement Service now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• Collaborated with application and infrastructure teams to provide architectural and technical guidance and oversight for ServiceNow solution implementation and customization.
• Involved in the ServiceNowDiscovery and CMDB maintenance.
• Users are populated into the system using LDAP integration and worked closely with Service Now team and Infrastructure team to facilitate this integration.
• Generated and exported Custom reports on ServiceNow and SSRS for the Business Users.
• Integration experience with directories, such as Active Directory using methods such as LDAPs.
• Involved in providing 24*7 production support within the Service Level Agreement.

Environment: ServiceNow, HTML, CSS, JavaScript, Discovery, Glide Script.

Confidential, RI

ServiceNow Consultant

Responsibilities:

• Documented requirements and created use-cases based on the gathered requirements.
• Created functional and technical specifications documents for various ServiceNow modules.
• Created various ServiceNow applications, modules, and tables as per requirements
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions.
• Created server side scripts and client side scripts, script includes, scripted Web Services.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB.
• Greatly involved in Incident Management Process like identifying, logging, categorizing and prioritization of Incidents.
• Worked on Prioritizing of Incidents by Impact, Urgency and Priority.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Integrated with Remedy using Web Services and File Import Sets.
• Loaded Catalog Items into Service Now from Remedy.
• Created Record Producers, Order Guides and Catalog Client Scripts and Workflows.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Extensively worked on CMDB, Configuration Items, CI relations and Mid Server.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Configured multiple Catalog Items Front-end web /GUI components using JavaScript, CSS and HTML5 .
• Worked on UI Macros to create pages as templates on requirement from the stakeholders.
• Configured multiple forms for Asset module using Configuration Management Database .
• Pulling reports and scheduling the reports as per the client requirement.
• Created database views to pull the reports on variables that are used by catalog items.
• Created the UI pages to use them in catalog items implemented using UI scripts.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Involved in project planning activities for various upgrade and migration projects.

Environment: ServiceNow, JavaScript, Web Services.

Confidential, Jersey City, NJ

ServiceNow Developer/Admin

Responsibilities:

• Designed and delivered technical methodologies around the ServiceNow platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the ServiceNow platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNowinstallation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Worked to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, SOAP, SQL, XML, HTML, AJAX

Confidential

ITIL Consultant

Responsibilities:

• Interacted with the project team to help define the business and system.
• Maintaining the service catalog, ensuring that all information within the service catalog is accurate and up-to-date.
• Objectives, confirmation of scope, identify constraints.
• Gathered requirements through JAD session with stakeholders, business partners, and end users.
• Ability to handle incidents within SLA terms.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Interacted with team leaders to identify and analyze the given information, procedures and decision flows.
• Extensively used brainstorming sessions to meet with the stakeholders and generate innovative ideas.
• Monitoring the created Use-Cases and Business Use-Case Model after accessing the status and scope of the project and understanding the business processes.
• Worked with system analysts to create application’s functional and non-functional requirement document using Rational Requisite Pro.
• Used UML extensively to specify, construct and document the software system using Rational Rose.
• Rational Requisite Pro was used to developed traceability matrices.
• Assisted in writing test cases and contributed to manual testing.
• Assisted in conducting customer acceptance testing.
• Used Angular JS to manipulate DOM, registering call backs or watching the model changes.
• Used JavaScript for client side validations and created UI with HTML, CSS, JavaScript, Bootstrapwith Angular js.
• Developing web and enterprise applications using development tools like Eclipse and NetBeans.
• Executed policies defined in ITSM and giving access to authorized users to use the service.
• Coordinated participation and sign-off of various business partners and customers.
• Created business requirement documents and integrated the requirements and underlying platform functionality.
• Interfaced between Business new product builders and System platform builders.
• Worked with systems area to translate business needs into system requirements.
• Made sure the test cases and test process guarantee accountability to business and systems requirements.
• Developed & executed several Optimized queries in SQL on this data.
• Involved in EDI transactions Analysis, Design, Implementation and Documentation.
• Reviewed in preparing the Test Scenarios for Health Care Claim Payment/Advice.
• Maintained Requirement Traceability Matrix (RTM).
• Use Case development using modeling tool MS Visio.
• Maintained documents for change request and implemented procedures for testing changes.

Environment: ITIL, ITSM, SQL, Angular, MS Visio, Bootstrap.