SUMMARY:

• Overall 9 years experience in IT and with 4+ years proficient in as ServiceNow consultation in implementing designing and developing and administration.
• Hands - on Experience in technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, CMDB, Reporting, Discovery and Integrations
• Expertize on various ServiceNow customizations as per client's requirement
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Created transform maps both automatic field and manual mapping and scripting.
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management Etc.
• Expertise in designing, development and implementation of Service Now Platform.
• 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 Service Now.
• Expertise in Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and working directly with customers and clients.
• Has been part of end user self-service portal management.
• Designed a Service portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on the feedback received from users.
• Involved in designing the Service portal and showcasing it into a user friendly environment.
• Worked on Widgets to create pages on Service portal.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Worked on integrating Service-Now with third party applications like BMC Remedy, Sales Force, and NetCool.
• Hands on experience with loading data from various data sources like File, JDBC and Web Services using Import Sets and Transform Maps.
• Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions.
• Responsible for the ServiceNow tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Access Control Lists (ACL).
• Experience of BMC Remedy ITSM 7.x implementations for large organizations in integrated environments.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Experience with integration components such as SSO Etc.
• Hands-on Experience in Java Scripting and web technologies (JAVA Script, XML, HTML, AJAX, CSS, HTTP)
• Worked on integration using SOAP and REST Web Services.
• Good knowledge in Database (Relational database), ITIL methodology, Agile/Scrum methodology.
• Experience in interacting with the clients, understanding their requirements, providing the sizing and finally developing customer facing portals and applications
• Participated in workshops with ServiceNow partner teams to help companies implement Service Now using best practices in ITSM.
• Enthusiastic and flexible with strong organization and communication skills.
• Excellent written and verbal skill and can adapt easily to multicultural environments.
• Analytical and detail-oriented problem solver with strong work ethic.

TECHNICAL SKILLS:

Service Now: Service Catalog configuration, Incident Management Problem Management, Change Management Access management (RITM)

Operating System: Windows, Linux(RHEL), RedHat, Unix, Ubuntu, Mac OS X

ITIL: ITIL, ITSM, CMS LDAP

Methodology: SDLC, Agile, Scrum, Waterfall

Databases: Oracle 9i, 10g, 11g, 12c, SQL Server 2008 R2

Others: Remedy, HP Quality Center, IBM Clear Quest

Web Technologies: Servlets, JSP, Java Script, HTML/DHTML, CSS, Web Services, XML, XSL

PROFESSIONAL EXPERIENCE:

Confidential, Chandler, AZ

Sr. ServiceNow Developer/Admin

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Servicenow.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Excellent knowledge on code migration between various Servicenow environments using Update Sets.
• Worked on loading the data into Servicenow using import sets.
• Hands on experience in all modules of Servicenow.
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Implement Service-Now customizations including Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports
• 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 providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform
• Provided expert guidance during the project life cycle, serving as ServiceNow subject matter expert (SME)
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module
• Involved in redesigning the workflows using Servicenow workflow editor.
• Involved in creating and configuring the SLAs as per the requirement, Experience with PPM, reporting.
• Involved in LDAP integration with Servicenow for obtaining users and groups.
• Involved in creating Breakdowns, Scorecards, Dashboards and Widgets for Performance analytics process.
• Defined and configured DISCOVERY schedules and worked on DISCOVERY and set up mid servers and check for the connectivity.
• Imported Configuration Items(CI) from third party applications using import set tables.
• Involved in migration between various Servicenow instances using Update Sets.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• Involved in reconciliation of complicated workflows to simpler form.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items using the UI Scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
• Worked in creating various Custom Applications, Modules, Tables and Table extensions as per the requirements.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement.
• Experience on working with Script Includes and Scripted Web Services.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, Calgary Release of ServiceNow tool (Incident, Problem, service catalog), HTTP, FTPS, ServiceNow ITSM tool, Java scripts, Jelly Script, REST, Workflows and HP quality center, SDLC, HP ALM.

Confidential, Middletown, NJ

ServiceNow Developer/Admin

Responsibilities:

• Hands on Experience Working with the Business Team to gather the Requirements for AS-IS and perform the operations successfully for TO-BE process.
• Develop and manage application code, User Interface, and third-party integration components.
• Hands on Experience in Designing the Network design Methodology configuration and worked on Devices and as well as the Configurable Items (CI's)
• Strong experience in process improvement and re-engineering, business requirements gathering and process flowcharts.
• Experience in maintaining the necessary development documentation as needed (ex: technical design, developer notes etc.)
• Experience in performing the core configuration tasks including system policies, business rules and client scripts.
• Expertise working on the detailed discovery steps like Screen layout, variables, auto completion, and tables in Service watch.
• Well-versed in performing day to day activities of the administration of the Service-Now tool and maintaining the business services and configuration item relationships in Service-Now tool.
• Worked on Service Catalog, Incident Management, GRC, Configuration & Change Management and Release Management with far reaching learning on Content Management System.
• Created Workflow activities and approvals. Implemented new workflows that use a variety of activities to understand how records are generated from workflows.
• Developed client scripts, UI Policies, Script Includes, business Rules across the application as per the requirement.
• Hands on Experience in customizing the Service Watch in defining the CI Types, Entry Points and Discovery patterns in the Menu bar and good experience on Monitoring definitions.
• Hands on experience working on the IP networking, Devices, Network design.
• Hands on experience in creating tables, managing the users, groups and the roles.
• Expertise in developing new applications from beginning to end.
• Expertise in defining and managing the Client Scripts, UI Policies, UI actions and Data polices to maintain the form and work as per the business requirement.
• Expertise in developing and executing the plans and procedures for the data conversion, customer acceptance criteria and the Installation strategy.
• Well-Versed SME (Subject Matter Expert) on Incident Management, Change management process and the Knowledge article.
• Experience in defining the SLAs (Service Level Agreements), notifications and reports.
• Hands on experience on moving the data in and out of an instance using import sets and transform maps and also auto imports of data into Service-Now.
• Expertise in Customizing and defining the Workflows and configuring the items to the carts in the Service catalog.

Environment: ServiceNow Eureka, Fuji, Geneva, Helsinki, Scripted Web Services, JavaScript, CSS, XML, HTML, XHTML, Perl, ITOM modules.

Confidential, Minnetonka, MN

ServiceNow Consultant

Responsibilities:

• Maintained the Configuration Items and modified the forms and form Sections.
• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.
• Integrated Service-Now With a third party to store all the credentials to avoid breaching up of credentials.
• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Developed solutions in the service-now platform that are ITIL V3compliant and defined business solutions for ITIL users.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
• Experience in creating Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Workflows and Email Notifications.
• Designing the Content Management System for Varian system which involved CSS and service catalog work.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Documented all implementations and best practices defined within team
• 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
• Worked on ServiceNow portal for creating Incidents, Problem according to the requirements of the customer.
• Developed reports as per requirements from management
• ServiceNow application development including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports
• 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.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Maintain the integrity of the service-now tool across production and non-production environments.
• Provide training on service-now process, operations and capability to all required teams.
• Involved in production support for all the Service-Now related issues.
• Integrated Twilio with Service Now for Voice Alert Notification using REST API.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Integrated Microsoft SCCM with Service Now for pulling the entire configuration item into ServiceNow.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Environment: ServiceNow Fuji, Webservices, ITIL, ServiceNow ITSM tool, SCRUM, Asset Management, Incident Management, Problem Management, REST, Workflows, SDLC, Microsoft AD.

Confidential

Sr. Systems Engineer

Responsibilities:

• Installed and Configured Oracle on Redhat Linux Environment HP -UX, Solaris.
• Administration of RHEL and Solaris which includes installation, testing, tuning, upgrading and loading patches, troubleshooting server issues.
• Jumpstart Solaris servers, custom configure, install packages, patches, harden. Creating LDOMs, installing Solaris, creating volumes & installing packages.
• Responsible for installation and configuration of Solaris 10 on Sparc and X86 servers using jumpstart and interactive methods.
• Working knowledge with shell scripting using Bourne Again Shell (BASH)
• In-depth knowledge of NFS, DHCP, NFS, FTP. Experience using YUM and RPM for package management
• Logical Volume Management maintenance. RHEL virtualization, Kernel-based Virtual Machine
• Extensively managed Active Directory like all the problems related to user accounts, domain accounts, managing permissions etc.
• Involved in operational support of Active Directory, WINS, DNS, and AD enabled applications.
• Installing and updating the windows patches. Creating NTFS shares on Windows Servers and provide permissions to users.
• Experience in creating and monitoring Resource Pool for Virtual Machines Resource Reservation and Limits.
• Involved in daily Performance monitoring and Active Directory troubleshooting with the ability to analyze server performance and make recommendations for improvement.
• Planned, scheduled and Implemented OS patches on both Solaris & Linux boxes as a part of proactive maintenance and Secure Shell (SSH) implementation.

Environment: Windows/Unix/Linux, Exchange server 2010, Office 365, Windows Server 2008 r2, Microsoft Exchange server 2007 Active Directory, DNS, PowerShell scripts

Confidential

System Admin

Responsibilities:

• Tuning of the TCP/IP stack for troubleshooting application and OS issues.
• Responsible for installation and maintenance of the HP-UX and Solaris Servers.
• Responsible for downloading and upgrading the patches as per the system requirements.
• Support the PeopleSoft/Weblogic team by helping in the OS and Application upgrades and installation of new SSL certificates for Weblogic.
• Responsible for troubleshooting end user and application problems.
• Veritas File system and Veritas Volume Manager.
• Creating User accounts, Mail account, groups, printer etc.
• Monitoring system resources, logs, disk usage, scheduling backups and restore.
• Set up Quotas for the user accounts & limiting the disk space usage.
• Creation/Configuration of Additional swap/ tmp dynamically as and when required.
• NFS Management - Take care of user accounts/groups, setting up of NFS Environment.
• Solving the problems as & when created when NFS data being accessed.
• Maintenance of VERITAS Cluster Server.
• Used NetBackup for backing up & restoration of file systems.
• Built new servers using Custom jumpstart installation and Kick start.
• Securing services using TCP wrapper and SE Linux. Worked with Firewalls using IP Tables.
• Open SSH configuration.

Environment: Windows 2000/2003 server, Active Directory, DNS, DHCP, Exchange 2003, Microsoft Office, SQL server