SUMMARY

• Around 5 years of experience in IT industry.
• Extensive experience with various SDLC Methodologies like Agile, Waterfall.
• In depth, technical strengths and business understanding for full - cycle project and post implementation problem solving requirements.
• Capable of handling multiple tasks and work effectively both in group and as an individual to meet deadlines.
• Strong experience in Development and Administration in ServiceNow Platform.
• Hands on experience in Web application development technologies such as HTML, JavaScript, CSS, AJAX, XML.
• Good knowledge and understanding of ITIL process.
• Problem solving and troubleshooting skills, leadership qualities, strong analytical, organizational, multitasking, execution skills and presentation skills with ability to co-ordinate activities and interact with end users in a fast-paced team environment and ensure delivery within time frame.
• Expertise in design and Implementation of ServiceNow Service Catalog, created custom Catalog Items, Order Guides and Record Producers.
• Efficient in client management skills, presentation skills, time management, analytical, great communication and interpersonal skills.
• Implementation, design and development.
• A Service-Now Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management,Knowledge Management and Change Management, Event Management, Custom Applications, HR Service Management.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for Service-Now enhancements.
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, Access Control Lists, Email scripts, Widgets.
• Expert in JavaScript scripting used in Service-Now.
• Knowledge of working with different kind of scripts in ServiceNow and their order of execution.
• Experience working with email notifications, reports, gauges, and home pages.
• Experience on creation of catalog items, record producers, user guide.
• Working on creation and customization of complex workflows.

TECHNICAL SKILLS

Primary skill: ServiceNow Development & Implementation

Scripting: JavaScript, Ajax, HTML, CSS.

PROFESSIONAL EXPERIENCE

Confidential, Round Rock, TX

ServiceNow Developer/Admin

Responsibilities:

• Configuration and Implementation of HR Service Management, which includes working on General, Work Force Reduction, No Call No Show, and Employee Relations case types.
• Customizing and configuring the Premium HR Service Management plug-in in Domain separated instance as per client defined requirements.
• Strong knowledge and familiarity with HR Processes leveraging HRSD Framework.
• Performed Integration with third party tools like Workday.
• Performed REST and SOAP integrations to send and receive data from third party tools.
• Workday integration is used for HR Profile updates, Transfer Cases, and termination.
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Managed and Lead a team of 5 in Platform Upgrades from ISTANBUL to JAKARTA, JAKARTA to LONDON, current in NEWYORK versions.
• Performed Skipped Files Analysis prior to the Production Upgrade.
• Developed a custom table to capture the changes while reviewing, retaining, and reverting, the skipped files under upgrade history.
• Migrated the captured history of the reviewed skipped files to the Non-Prod instances for further analysis.
• Experience in developing Service Portal for Human Resources,which included creating new pages, catalog items, and record producers.
• Experience in developing catalog items and record producers according to the business requirements which included HR Criteria, ACL’s, Catalog Client Scripts, Variable Sets, Variables.
• Designed the page using page designer and customized the layout and branding using CSS.
• Created a separate portal for the end users when the system is down or while clone activities are being performed, so as to provide info for the users.
• Experience in developing Contextual Search specific to HR cases and HR Base Knowledge Management.
• Provided the contextual search on record producers to display vital knowledge articles to the end users while submitting any case.
• Experience in maintaining Knowledge Base for HR.
• Developed HR Criteria for the users to have access to articles under the knowledge base.
• Perform day to day administration of ServiceNow instances, including changes to process, workflows and items, building reports, managing data, personalizing lists, content management.
• Created Workflows and defined workflow activities for different types of cases.
• Developed Business Rules, Notifications, Email Scripts while designing the workflows.
• Assisted in developing POC for newly introduced Campaigns to provide info and activities for the end users in a defined time frame.
• Provided access to the PDM’s to create and publish campaigns.
• Created different types of Campaign Bundles, Contents in order to enhance end user experience.
• Experience in using Automated Test Framework , for the stories being developed during the monthly release cycle.
• Lead multiple monthly releases, by assisting the team in Migrating the fixes to Production.
• Assessing demands provided by PDM’s, providing LOE’s, and supporting Production defects.
• Worked on multiple enhancements on HR Application involving, case forms, Service Portal, Security, Knowledge and user administration.

Confidential

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.
• 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.
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Involved in creating and configuring the SLAs as per the requirement.
• 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.
• 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.

Confidential

ServiceNow Admin

Responsibilities:

• Primarily assigned the role to deploy and perform monthly releases or developed objects into the PROD environment.
• Experience in SaaS software configuration and development using Web Services - SOAP,REST,XML, and AJAX.
• Implemented new functionality using Client Scripts, Business Rules, ACL, UI Policies, UI Actions, Script Includes.
• Actively engaged in developing and maintaining ServiceNow technical and design best practices such as programming best practices, code reviews, test automation, test-driven development, continuous integration/improved development.
• Supported the ServiceNow team in resolving assigned incidents and catalog tasks on a daily basis, designed and configured survey that bought business benefits and visible improvements.
• Worked on Change Management Testing, Problem Management and Asset Management.
• Integrated with ITSM Modules I.e. Helpdesk, Change Management, Asset Management, Approval Server and Tele alert.
• Worked on Incident management module as per the requirement and other modules such as ITSM.
• Proficient in written correspondence, preparing project status reports and executive summaries, presentations and implementing requirements.
• Experience with preparing Mapping documents for data flow, Business/Operational Flow diagrams, Decision Tree’s & Use Case diagrams using MS Visio.
• Experience working with Product Owners, Scrum Masters, Relationship Managers on different lines of services.

Confidential

System Admin

Responsibilities:

• Gathered requirements from various business groups/users and converted business requirements into functional specifications.
• Created Several Flashboards which show the server statistics and performance statistics.
• Created a Standalone Web Application through which Users run reports on demand and see the aging reports.
• Extensively involved in the customization and development of various applications.
• Worked on Auditing and Archiving of the applications and forms.
• Worked on Change Management Testing, Problem Management and Asset Management.
• Integrated with ITSM Modules I.e. Helpdesk, Change Management, Asset Management, Approval Server and Tele alert.
• Worked on Incident management module as per the requirement and other modules such as ITSM, CMDB and Knowledge base.
• Participated in requirement analysis meetings and discussions for IPS 2.0 (Implementation Project System) Project. In this phase, the goal was to eliminate Remedy User Tool and replace it with a JavaScript and HTML based front end user portal.
• Extensively involved in the transition of an application from Client (User) tool to Web.
• Customized the OOB Help Desk, Change Management, Asset Management as per the company's business requirements.
• Involved in solving Helpdesk tickets and production issues for Remedy ITSM 8.1.
• Customizing ITSM application and creating and validating tickets in different ITIL processes.
• Responsible for creation and maintaining of groups and permissions for users Used to monitor log files on server.
• Involved in licensing and providing access permissions to many users and functional analysts.
• Extensive system testing across multiple server environments and used Migrator to keep all servers in synchronous.