OBJECTIVE

• I am seeking a ServiceNow Developer/Admin position in an information technology / services department. My goal is to help an organization succeed in implementing / deploying software by introducing operational efficiencies and following software development methodologies along with project management methodologies through change management, release management, process reengineering and introduction of new technologies to improve productivity.

SUMMARY

• Senior IT professional with over 7 years of IT experience in which includes Solid experience in ITSM Management / Consultation / Development and Process Engineering.
• Experience in implementing ServiceNow Modules - ITSM, ITOM, and CSM & Custom Applications.
• CMDB Implementation from the scratch along with configuring SN Discovery, developing custom probe and sensors.
• Good working knowledge in Java Scripting and web technologies. (JAVA Script, XML, HTML5, AJAX, CSS, HTTP, Angular JS).
• Proficient in SOA, Web Service and REST Concepts.
• Integrating ServiceNow with external applications/tools like Salesforce, Workday, HPOO and many other home-grown applications for both inbound and outbound using Web Services, import sets and REST.
• Functioning as a ServiceNow SME & Developer for the past 3.5 years handling Technical Design Analysis, Impact Analysis, Maintenance, Support Activities and Migrations.
• Proficient in developing Client scripts, Business Rules, Web Service Import sets, Transform Maps & developing scripted web services.
• Well versed in developing ServiceNow integrations using SOAP/REST.
• Agile/Scrum Methodology to implement ServiceNow Platform.
• Experience in diagnosing performance degradation
• Piloted ServiceNow initiatives in conceptualizing and implementing robust and effective solution designs for the organization’s ServiceNow COE (Center of Excellence).
• Developed solutions using JavaScript, Ajax, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Experienced in all phases of SDLC including Analysis, Design, Coding and Testing
• Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.
• Experience in implementing, monitoring, analyzing, and supporting service management processes and tools with good experience in the IBM Netcool and HP suite of products with specialization in event co-relation and notification software.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Designed and developed client scripts, business rules, ACL and Java Scripting in ServiceNow

• Visual Source Safe, Rational Clear Case, SharePoint

• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications using J2EE technologies.

• Gathered requirement for SLA and configured in ServiceNow Development and design of Self-Service Portal.
• Familiarity with ServiceNow Orchestration, Performance Analytics, and HR Service Management modules.

• Worked with different bug tracking tools like JIRA, Remedy, Clear Quest and Bugzilla.
• Provided technical documentation for the specific projects guided by the Manufacturing and Engineering departments.
• Authored technical documentation and best practices for the help desk knowledge base.
• Full understanding of SDLC, RUP, Agile, SCRUM Methodologies and process.
• Experience in Implementation, understanding, performance and configuring Event management and Orchestration as per the requirements.
• Manual Tests. Involved in Requirement Management, Peer reviews, inter group coordination and Training Programs Good analytical, problem solving.

TECHNICAL SKILLS

• HP Service Manager, Visual Studio.Net, SQL Enterprise Manager, SQL Management Studio, Rational Rose, MS VISIO, MS project, Word, Excel, JIRA, PowerPoint
• MS Project
• Jira
• Waterfall
• Agile/Scrum
• ServiceNow
• Windows Server 2003, 2008, 2012/2012 R2, XP, All Windows 8, 10
• SQL Server, MS Access, SSIS, SSRS, Excel, Pivot
• SQL Server 2008, MS Access.
• Rational Requisite Pro, DOORS
• UML, MS Visio, Rational Rose

PROFESSIONAL EXPERIENCE

Confidential, Peoria, IL

ServiceNow Developer/ Admin

Responsibilities:

• Created a route map for the Greenfield implementation of ServiceNow project and migration of legacy tools onto ServiceNow.
• Involved in requirement gathering sessions with the client and created the specification documents (technical and functional) as per the requirements.
• Involved in Complete the upgrade tasks where necessary to prepare an application or feature for the upgrade process, and complete appropriate migration tasks after the upgrade to protect data and customizations from changes to the system.
• Involved in Implementation, Customization, and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, in Service Now.
• Facilitating rollout of new applications and modules.
• Worked on creating the workflows for Incident Management, Change Management, Service Requests and SLA’s
• Integrated with various Cloud environments like Amazon Web Services, Microsoft Azure accounts to the instance through service accounts.
• Created catalog items for cloud platforms and responsible for creating cloud portal.
• Performs integrations and process automation using ServiceNow Orchestration.
• ServiceNow Discovery Implementation to populate CMDB.
• Working with client and functional requirements within ServiceNow.
• Worked on Service Catalog and Request, Workflow Design, and Configuration.
• Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists etc.
• Created Buttons and context menus both on form and lists using UI actions.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate
• ServiceNow with internal/ external systems and tools.
• Worked on Reports and Dashboard.
• Created transform maps for importing CMDB data.
• Designed many email templates with the help of html and jelly scripting and used them in notifications.
• Worked on configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity.
• Involved in configuring the UI Actions, UI Policies, and Access Lists in ServiceNow.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Created data sources and loaded the Service Now tables with different data formats and created transform maps both Automatic fields mapping and scripting.
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Implemented various Validation Controls for form validation and implemented custom validation controls with JavaScript validation controls.
• Created new Business Rules/Script Includes/Client catalog script/Client Script. Creation of Incidents and Service Requests for supported applications.
• First point analysis on tickets and assigning them to service line based on scope.
• Involved in setting up the SLAs as per the requirements.
• Written script includes and invoked them in business rules and client scripts.
• Took active part in data modeling and developed metrics reports as per requirements.
• Active Directory/ SSO Configuration
• Creating widgets and reporting dashboards on Service Portal for performance visualization.

Confidential, Minneapolis, MN

ServiceNow Developer/ Admin

Responsibilities:

• Involved in the technical architecture and created the detail design. Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Developed & tested the code in all environments & also Validated the Changes for the Prod Release every 2 weeks.
• Extensive development in our ServiceNow platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Created custom process for instant insert and update of assets by using workflow to which automate the data source and runs the transform map to insert / update the new assets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Develop and manage application code, user interface, and third-party integration components.
• Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change Service Now modules.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists.
• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Coordinates installation of Service Now 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.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Customized ITSM modules such as incident, problem, knowledge, and Major incident
• Worked on the upgrade of ServiceNow version from London to Madrid & New York.
• Worked on Migrating the Global applications to scoped application which involves creating the client scripts, business rules, and ui actions from global to scope.
• Worked on Service portal design for the appointment booking application. Created new widgets & pages for appointment booking application.
• Created new flow designers for the record updates and notification process.
• Created new Surveys based on the requirements for the customer feedback.
• Created custom application called accelerator for the approval between managers and side commanders.
• Created catalog items and record producers based on the requirements.
• Created new UI pages and UI actions for the customers based on the requirements.
• Worked on coaching loop module and created assessments based on customer requirements.
• Followed the agile process for development and ServiceNow releases.

Confidential, Pleasanton, CA

ServiceNow Developer

Responsibilities:

• Developed custom probes and sensors to populate CMDB with pertinent asset data via JavaScript, Perl and PowerShell Worked on End to End implementation of Discovery.
• 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 ServiceNow with a third party to store all the credentials to avoid breaching up of credentials.
• Complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Experience in working with Scripted Webservices, Script Includes, JavaScript and Jelly Scripting.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Wrote Classifiers and Identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Involved in migration of BMC Remedy and ITSM to Service Now.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis. Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Supported the team with improvising the Discovery tool and the Configuring the CI's.
• Created Dash boards on requirement. Involved in coding the Business Rules (Server-Side Scripting), Client/UI Scripts (Client-Side Scripting), Script includes in the ServiceNow.
• Reported inconsistency of form fields and maintenance of CMDBCI's.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Experience in configuring email notifications in ServiceNow.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Integrated Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow.

Confidential

ServiceNow Developer

Responsibilities:

• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow. Worked on UI Development by using HTML5, CSS3, Bootstrap, jQuery and JavaScript.
• Worked on Angular expressions and built-in directives to render functionality to the UI and implemented various AngularJS filters against data sets to filter and formatted data currency, strings rendered in the UI.
• Effectively used Angular Directives, filters, declarative templates, service providers and context aware communication.
• Used Angular JS to create views to hook up models to the DOM and synchronize data with server as a Single Page Applications.
• Implemented AngularJS controllers to update entity models.
• Used custom AngularJS Filters to provide better search experience.
• Architected services to align with business objectives and fit into overall SOA driven program
• Implemented the logging framework in the SOA environment.
• Developed SOAP based web services using Apache CXF and test them using SoapUI.
• Created Remote interfaces using SOAP web services for accessing the services across multiple enterprise applications using JAX-WS.
• Used SOA and Web Services Description Language (WSDL) using SOAP protocol.
• Exposed the Web Services to the client applications by sharing the WSDL.
• Worked with Junit, Mockito unit test framework to write unit tests for JavaScript code.
• JIRA tool for project management used in the application to tack bugs, issues and project management functions.
• Document data quality and traceability documents for each source interface.
• Involved in designing and implementation of the entire system which serves the requirements for sampling and grading of workflow.

Environment: Angular3.0, SOAP web service, Apache, JPA, Spring Security, JSP, JavaScript, Bootstrap, SVN, Auth0, JavaScript, XML, HTML, Junit 4.12, Mockito.