SUMMARY

• Servicenow certified system administrator with 6+ years of Strong working experience in ServiceNow components such as Service Catalog, Change/Incident/Problem, Asset Management, Demand management, PPM, CMDB, Discovery, Orchestration, HR Service Delivery, Knowledge and Performance Analytics.
• Expertise in Service Management and Service Delivery Process. (ITIL Framework)
• Ability to wear multiple hats like business analyst, project manager, admin and developer.
• Working Experience on ITSM, ITBM, ITOM and the ITIL business processes along with the maintenance of Service level agreement (SLA) and monitoring SLA workflow.
• Worked on ServiceNow versions starting from Dublin, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston, London and currently working on Madrid.
• Experience in SOAP/REST integration, web services, Workflow and CMDB.
• Performed integration with SCCM to discover Cis and upgraded SCCM connectors.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Good at configuring Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow.
• Experience in Service Integration ITSM Tools team including configuring ITSM tools to engage effectively over the Service Integration Layer, building Web Services for different technologies and providing support for demos to internal stake holders as well as client stake holders.
• Experience in all phases of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile and SCRUM.
• Worked extensively on LDAP and Single Sign - On (SSO) integrations.
• Very good understanding of Integration with these varieties of protocols: SOAP and REST API's
• Designed business applications using web technologies like HTML, XHTML, CSS and bootstrap.
• Experienced in eBonding integration with Jira, ServiceNow, SharePoint and ALM.
• Experienced in Integrations with Internal and external third-party applications and data sources.
• Displays excellent time management skills, organizational agility and attention to detail.
• Implementation experience of Global Multi Domain Separation ServiceNow instance.
• Implementation experience of Event based integrations like Web Services.
• Demonstrated ability to manage multiple projects and priorities.
• Self-starter who possesses a variety of presentation, communication and critical thinking skills as well as business analysis and leadership capabilities.

TECHNICAL SKILLS

Web Technologies and frameworks: JavaScript, HTML, CSS, Angular, Ajax, Node.js, REST web Services

Databases: Oracle, MySQL, MS SQL Server

Cloud Services: Azure, Amazon Web Services

Reporting and Analytical Tools: ServiceNow, Visio, Tableau

Methodologies: Agile/Scrum

Text Editors: Visual Studio, Notepad++, Sublime Text, Eclipse, ServiceNow IDE

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Administrator/Developer

Responsibilities:

• Provided ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third-party software integrations.
• Identified and Recommended the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Utilized Java scripting in business rules, Client scripts, UI policies and UI actions to deliver solutions that automate and audit business processes to customize the instance as per the business needs.
• Extensively implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, HR Service Delivery, PPM and Service Request Management (Service-Catalog).
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Created Data sources and loaded the ServiceNow tables with different data formats and created transform maps both automatic field mapping and scripting.
• Worked on UI customizations to add Tables/Fields, UI Policies, UI Actions, Business Rules, Client Scripts, and Script Includes.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Worked on creating, monitoring, modifying and publishing service catalog workflows with approvals.
• Collaborated with cross functional teams regarding ServiceNow Configuration and provided inputs to ServiceNow test plans.
• Performed integrations and process automation using ServiceNow Orchestration.
• Finding applications and devices with in the network using Discovery, and updating the CMDB with the information it finds
• Developed, configured and maintained Custom service requests using Advanced Interface forms in Service Request Management application to meet Request catalog requirements of the IT business users.
• Scripted Web-Services, AJAX, Business Rules, JavaScript, SOAP, REST.
• Performed installation and testing of ServiceNow updates and new releases as part of Upgrades.
• Created a portal for the end users to order the catalog items which is responsive across all the devices.
• Worked in configuring ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.
• Created Update sets to move customizations between different systems.
• Automating the routine production support activities using PowerShell and VB Scripting.

Confidential

ServiceNow Developer/Administrator

Responsibilities:

• Created technical and functional specifications documents for various ServiceNow modules and license count for compliance and financial forecasts.
• Development of Service catalog, which includes creating new catalog items, designing workflows, execution and plans.
• Implementation, Customization and Maintenance of ITIL modules such as change Management, Incident Management, Knowledge Management, Problem Management, Service Portal, Service mapping, Service catalog, CMDB in Service Now
• Coordinating the instance upgrade activities.
• Configured Data Dictionary overrides for Default values and operated with JavaScript functions.
• Worked on Change Management module by enhancing the tool to the stakeholders and made it easy to understand.
• Used JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Expertise in Develop, Monitor health, usage and overall compliance of ServiceNow and its applications.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Resolving typical Users access and roles issues by checking active directory and users table.
• Configured multiple forms for Asset module using Configuration Management Database.
• Pulling reports and scheduling the reports as per the client requirement.
• 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 configuration side changes.
• Creating the UI pages to use them in catalog items, Implemented-using UI scripts.
• Creating Knowledge base articles to document the steps in creating the catalog items and libraries.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.

Confidential

ServiceNow Administrator/Developer

Responsibilities:

• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Participated in ServiceNow QuickStart Implementation process and worked with ServiceNow in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog.
• Demonstrated strong problem solving, negotiating, influencing, facilitation, organization, prioritization, decision making, and conflict resolution skills.
• Worked on CMDB and Asset Management. Performed Data migration to import data from other applications and external databases.
• Worked on content management system (CMS) to create the custom interface of the applications.
• Worked on various modules of ServiceNow like Incident management, change management, Problem management, Service Catalog, User Administration and Reporting
• 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 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.
• Created the personalized dashboards, generated the reports to keep the project on time with required functionality.
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Worked with Apache to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Create and maintain API and data integration processes between ServiceNow and other services.
• Integrated ServiceNow with 3rd party tools and implementations using SOAP and REST API.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Developed new service catalog items and fix bugs in incident, problem and change management.