PROFESSIONAL SUMMERY:

• 3 years of experience in IT Industry with ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (ServiceNow).
• As ServiceNow certified consultant with experience on implementing end - to-end Service Catalog, Incident Management, Service Request Management, Report, Change Management, Problem Management, B2B (Business to Business) integration, SOAP & REST Integrations, SSO, Active Directory, Configuration Management, Notify, On-call Scheduling, Asset management with extensive knowledge on Content Management System.
• Involved in gathering and analyzing requirements, project plan creation, new integrations, administrations, configurations, development, post go-live enhancement/support, distributing the task among the team members and tracking status
• Good knowledge about IT Infrastructure Library (ITIL) standards which are helpful in development and customization of IT service management applications.
• Hands on experience on ServiceNow in Import sets, Data loads, Workflows with manual and dynamic approval groups, Data lookup and Assignment lookup rules, Service Now Internationalization, Social IT, Reports, SOAP and REST based outbound integrations
• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third-party integration for Service Now platform.
• 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.
• Responsible for the Patch management and closely working with SNOW to fulfill without any interruptions.
• Excellent interpersonal and communication skills and ability to work in a team as well as individually and interacting with development team and business analyst.
• Created Buttons and context menus both on form and lists using UI actions and also Designed many email templates by using html and jelly scripting and used them in notifications
• Created transform maps both automatic field mapping and scripting for importing CMDB data.
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests.
• Strong working knowledge of software Development Life Cycle (SDLC) Testing Methodologies, Techniques and good working knowledge on Software Development Methodologies like RUP, Agile Scrum, Waterfall and V-model.
• Proficient in Microsoft suite like Word, Excel, Power point and Visio.
• Planning and conducting User Acceptance Testing
• Having good knowledge in User Acceptance Testing series of user along with the acceptance testing test scripts
• Excellent communication, presentation and project management skills.
• Experience with Team Foundation Server (TFS) for entering and tracking product backlog items

TECHNICAL SKILLS:

ITIL: ITSM, ITIL, ServiceNow (Eureka, Fuzi, Geneva, Helsinki, Istanbul)

Programming Languages: Java, SQL, PL/SQL. JavaScript .

Java: JDK1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC.

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

Databases: Oracle 10g, MySQL and XML.

Database Tools: SQL Client, TOAD, SQL Developer.

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

ServiceNow Consultant

• Performed day to day administration of the ServiceNow to Maintain business services and configuration item relationships in Service-Now tool.
• Attended review meetings, project meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog, Incident, Problem and Service Level Management Implementation.
• Developed and managed application code, user interface, and third-party integration components
• Developed necessary development documentation as needed
• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Performed core configuration tasks including system policies, business rules and client scripts.
• Managed users, groups and roles.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets. Implemented ServiceNow Discovery and CMDB and integrating it with Change management
• Created Workflow activities and approvals. Also Implemented new workflows that use a variety of activities to understand how records are generated from workflows
• Performs migration activities Dev to QA, QA to Prod
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables and Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures and prepared system documentation.
• Gathered detailed Business and Technical requirements from customer for development of Service Requests
• Transformed functional requirements into detailed technical designs that represent actionable development tasks.
• Attended review meetings and project meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog, Incident, Problem and Service Level Management Implementation.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog)
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules
• Migration of customizations from one instance to another.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.

Environment: Service Now - Helsinki, Jakarta

Confidential, Greensboro, NC

ServiceNow Consultant

• Designed and configured the Incident, Problem and Change Management applications supporting ITIL and business processes.
• Participated in Service-Now Quick Start Implementation process and worked with Service-Now in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog .
• Responsible for defining a new IT organization structure to support redefined IT Service Management strategy involving Application Development (SDLC/Agile/DevOps), IT Operations, IT Infrastructure, Platform Services, ERP, Productivity Services, and IT Delivery and Support organizations. Objective was to unify and improve IT service delivery to various business lines. Responsibilities included.
• Organization Development - Designed organization strategy that would unify Monsanto IT organization silos around an ITIL IT Service Management framework.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions
• Integrated CMS of Service Now into Asset Management /IP Address Module of Compass
• Designed the User Interface and Configured the Asset Management application to support ITI and business processes.
• Users are populated into the system using LDAP integration and worked closely with Service-Now team and Infrastructure team to facilitate this integration.
• Developed Client scripts, UI Policies, Script Includes, Business Rules across the application as per the requirement.
• Configuring Email, inbound and outbound email actions and developing mail scripts on need basis.
• Scheduling cloning and migration of data from instances with Service-Now
• Configuration and customization of Help Desk and different Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements. Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation
• Experience on developing Content Management System (CMS) and Jelly Scripting solutions on ServiceNow
• Responsible for creating homepages including basic Reporting. Analyzed various problems and created new solutions and new techniques
• Prepared requirement specifications and design documents
• Optimized and Monitored system performance and provided system statistics and reports to the Business.

Environment: Service-Now - Istanbul, Helsinki, Java

Confidential, Bridgeport, CT

ServiceNow Consultant

• Developing Enhancements and fixing Defects on Incident, Problem, Change Management and Service Level Management (SLM), Service Catalog, CMDB, Knowledge modules and Reports.
• New Script include written to use in reports to get all the tickets which are opened by group members of current user. Provided reusable function where user can pass any group to get tickets of his group members by building filter on fields which are referring Users table (fields like opened by/closed by/reported by/assigned to).
• New Script include written to use as reference qualifier on incident table to filter few CI classes (huge number of classes available which can’t be built in existing filter due to length issue).
• Scheduled report is created to get Errors/Warnings from logs table to have an observation on frequent or recurring issues.
• Fixed existing defects like correcting locations discrepancy, CI’s Status, Email templates issue with Rich HTML plugin, Delete access issue on M2M tables.
• Performed data loads into target tables using import sets and Transform maps and Transform scripts.
• Created Data source to get data and import into ServiceNow tables from Oracle tables using MID server.
• Working on workflow and approval issues in service requests.
• Apart from above performing regular activities like moving the code changes from development to test instance and testing all modules when ServiceNow new patch is applied.
• Worked on CMDB and Asset management. Performed Data migration to import data from other Applications and external databases. Implementing ServiceNow Discovery and CMDB and integrating it with Change management
• Created Update sets to move customizations between different systems
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal / external systems and tools
• Performed System and integration testing with sample/live data with Support Services team. Budget management for all ITSM, Service desk and QA departments