PROFESSIONAL SUMMARY:

• Around 8 years of experience in ServiceNow platform as both Developer and Administrator.
• Experience in all phases of Software Development Life Cycle SDLC, quality management systems and project life cycle processes.
• Configured Applications using Service - Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Prepared Documents information for use by other teams.
• Used Import sets and Transform maps to import data into Service Now.
• Experience in Installation and Configuration of different modules of Service-Now.
• Extensively experienced in using Build automation tools like ANT, MAVEN, and GRADLE.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Knowledge and practical experience in apply best practices for IT Service management (ITSM) such as those in frameworks of ITOM and ITIL, must also have experience in requirements elicitation, project management and agile development.
• Built and managed end to end Application.
• Experience in designing, developing administering ITSM suite of applications, AR System 7.x, Remedy Mid-Tier 7.x, Asset Management, SLM 7.X and WebServices.
• Deftness in carrying out implementation, troubleshooting, development and configuration of BMC Remedy and ServiceNow Applications.
• Created different Transform maps to import data into ServiceNow.
• Implementing system security by using Access Control Lists (ACL).
• Worked on End to End implementation of itsm module using Discovery tool in ServiceNow.
• Provides daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.
• Very good experience in Jelly Script to customize ServiceNow Instance.
• Hands on Experience on CreateNow suite, HR Case Management, On Call scheduling modules.
• Strong technical knowledge of AR System Platform and ITSM Products Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE.
• Experience using DevOps principals in the ServiceNow platform.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Functional knowledge and implementation experience of IT Service Management ITSM frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Played a key role in implementing the Project portfolio management. Customized the demand module and idea table as per the client requirements.
• 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.

TECHNICAL SKILLS

ITIL: ServiceNow

Requirement Management: MS Word, MS PowerPoint, MS Excel, MS Visio

Programing Languages: C/C++, Java, J2EE, SQL, PL/SQL,

Scripting Languages: JavaScript, Jelly Script, HTML, CSS, AJAX, XML, JSON, JQuery.

Web/Application Server: Tomcat Web Server, MID Server, Web Sphere

IDE: Eclipse, Net Beans, TOAD

Databases: Oracle 10g, MySQL, SQL, DB2

Project Management /Tools: MS Project, MS Office, Share Point, TFS, HP Quality Center Tool, Trello

P ROFESSIONAL EXPERIENCE:

Confidential, Franklin, NJ

ServiceNow Developer

Responsibilities:

• Managed and worked with multiple teams on developing applications for their process automation.
• Configured Event Management(ITOM) by configuring connector instances and connector definitions.
• Experienced in servicenow event management by configuring event mapping rules,event transform rules,alert rules.
• Created events, event based scheduled notifications for log entries.
• Experience in integrating servicenow with other IT systems, implementation of discovery on remote desktops and developing code for mid-tier servers.
• Performed the task of using discovery to load configuration information to CMBD.
• Configured servicenow discovery and orchestration.
• Worked on service mapping to define business services, troubleshoot the discovery and mapping process as well and new discovery patterns.
• Worked on discovery and set up mid servers and check for connectivity.
• Business rules to avoid empty configuration items to be stored in CMDB after discovery tools runs a scheduled job.
• Worked on data management framework and schema design mapping.
• Experience of CSDM design and portfolio domains.
• Facilitating ServiceNow Performance Analytics in delivering out-of-box services.
• Strong knowledge in creation of PA reports, updating the OOB indicator which includes service management operations, service strategy, Human resources management.
• Extensive experience in adding fields to the metrics capture of service now Performance Analytics, and also creating roles and groups using dashboards, analytics, time charts.
• Created scripted web services which are used in setting up a robust process for integrating ServiceNow with a Procurement Tool.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Good knowledge on Single Sign on and event based integrations.
• Experienced in implementing manual reporting within the base ServiceNow system, in bringing the best product for current and future analytics.
• Strong knowledge in updating visualizations of performance across teams and organizations, and also in establishing service delivery.

Confidential, Fort Collins, CO

ServiceNow Developer/Administrator

Responsibilities:

• Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence.
• Created, Developed and implemented HR cases for automated HR processes, such as employee on boarding and off boarding.
• Proficient in creating Service Catalog and Request Workflow design and Flow designer configuration.
• Managing data with SN tables, CMDB import sets Discovery tools, Users, Groups and roles.
• Built in analysis of complex server and workflow related issues.
• Experience in performing root cause analysis, risk identification, and risk mitigation.
• Develops new applications including all relevant modules like facilities, risk, mobile modules.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Maintain repository of available content and document best practices and help with end user adoption of Performance Analytics.
• Handled ServiceNow Hi-portal and Upgrading versions.
• Working on Change management issues and bugs on existing workflows.
• Maintenance and expansion of Discovery across multiple networks, domains, and geographic locations.
• Conducting detailed risk assessments by analysing documents, statistics, reports and market trends.
• Provide solutions that potentially impact other dependent projects and applications
• Ensure that errors are detected to avoid production outages.
• Customized and Configured Asset Management, Risk Management modules.
• Implemented the specialized modules of ServiceNow like HR Case Management, Service mapping, test management as a Developer and Administrator.
• Manages the most complex projects and leads project organization, definition, planning, implementation and control, being responsible for technical and financial success including high customer satisfaction
• Implemented custom Incident flow for the Computer System Validation team using Business Rules.
• Creation of applications, modules, service catalog items, and workflows to streamline and automate a variety of tasks.
• Created custom form views for different users based on roles.
• Generate HR reports including service feedback and process improvement status.
• Assist with coordination of key HR projects and processes.
• Transform Remedy ITSM & Services applications from on-premises to ServiceNow.
• Created custom dashboards for various resolver groups to track team workload.
• Moved updates from development through validation and to production environment using update sets.
• LDAP Integration of various domains.
• Developing ITSM Reporting Solution for both ServiceNow Archived Data.
• Worked as ITSM Consultant for ServiceNow ITSM Transformation Project.
• CMDB clean-up and restructure to more closely map business services and their underlying infrastructure.
• Provided KPI reports to leadership team to measure performance and identify trends across the company.
• Created different type of Indicators and breakdowns in Performance analytics.
• Designed and developed intranet web applications using JavaScript and CSS.
• Used JavaScript to make dropdown menus on web pages and display part of a web page upon user request.
• Working with clients in requirements gathering, Documentation of data elements and Analysis.
• Creating database scripts for creating necessary objects in MySQL, Oracle database.
• Preparing and execution of Test cases and interacting with users for UAT.
• Preparing necessary documentation for all stages including Requirements, Test case results, Pre-Production and Post-Production release notes.

Confidential, Hartford, CT

ServiceNow Developer/Analyst

Responsibilities:

• Worked on creating catalog items and integrated with Ansible.
• Create orchestration workflows and created custom activities.
• Technical ownership of Incident, Change, and Problem Management process and Web Service Integration Along with MID Server.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Designed and supported Virtual Agent using Predictive Intelligence, machine-learning, Advanced Work Assignment in ServiceNow.
• Developed Performance Analytics Solutions for Virtual Agent.
• Created Widgets in the service portal.
• End to End Implementation of Asset management module in ServiceNow.
• Extensively worked on Jenkins as continuous integration (CI) server by configuring & editing build jobs, Plugin Management and build slaves for End-to-End automation of CI/CD pipeline.
• Managed Vendor Assessment lifecycle.
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Integrated GRC with compliance risks and Vendor Risk Management(VRC).
• Experience in Correlation of events to produce alerts and Incidents.
• Experienced in user provisioning using ServiceNow Orchestration in Microsoft Active Directory.
• Performed discovery customizations including transformation of class data and restructuring discovery zone coverage for multiple probes.
• Configured Vendor Application Relationships, dashboards and reports.
• Experience of working with case management system General understanding of HR processes.
• Developed, managed, measured, and reported on key SLA metrics including mean time to repair, resources required per case, and issue avoidance.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Strong knowledge of asset management processes and procedures.
• Worked on Asset Management. Creating Models, Model Categories, customizing forms related to model category communication devices.
• Different dashboards and reports are developed by using the Performance analytics and report editor.
• Integrated service now using REST and SOAP.
• Created custom tables in CMDB and imported the data and the relationships.
• Involved in process standardization for the catalog items.
• Integrated Service now with Ansible using orchestration.
• Extensively worked on catalog items (Off-boarding & Onboarding).
• Facilitated workshops to address the essential requirements for the ServiceNow GRC implementation focusing on ITIL.
• Built a risk management module within the ServiceNow GRC tool.
• Responsible for setting up the new vendor in the risk management module within the ServiceNow GRC tool and providing a standard information gathering form (security risk assessment template) to the project manager to be completed by the vendor.
• Managed demand, balance resources, manage agile Projects Using ITBM suite.
• Assisted in optimizing IT costs by helping adopt more effective processes, refresh infrastructure and applications using ITBM services.
• Worked extensively on Email Inbound Actions.
• Implement DevOps for ServiceNow to establish reliable development, test, and deployment environments including consistent configuration.
• Worked with Vendor on setting up and designing request solutions.
• Created workflows and catalog items.
• Automated decommission of server using Orchestration workflow.
• Worked on creating catalog items and integrated with Ansible.

Confidential, South Portland, ME

ServiceNow Developer/Analyst

Responsibilities:

• Used ITIL practices to implement ServiceNow applications in phase by phase approach.
• Worked on reports and dashboards.
• Experience with dashboard or Security Information Event Management (SIEM) systems, including ingest of third-party data for rendering within the dashboard or SIEM.
• Worked on CMDB and Asset management. Performed Data migration to import data from other Applications and external databases.
• Created Data Sources for various external applications.
• Worked on service now performance analytics module, involved in configuring the incident dashboard.
• Created Access Control List (ACL) rules for forms, tables, modules and managed groups/roles according to the requirement.
• Used Service Mapping to build the map of all devices and applications that are used in the business services for the ITOM module.
• Configuring the scheduled jobs in ServiceNow.
• Worked on Discovery set up MID servers and check the connectivity. Also troubleshooting the Discovery tool in ITOM.
• Experience in implementing GRC within the ServiceNow.
• Review data on the GRC reporting dashboards for continuous monitoring for risk.
• Defined users, groups and roles and providing accessing permissions in ServiceNow.
• Monitored controls using GRC Performance Analytics Indicators.
• Used Service Now Orchestration in the ITOM module to manage processes and to automate things outside service now instance.
• Participated in validating Form and Table level using UI Policies in ServiceNow.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Worked on ServiceNow ITOM business development, project delivery/implementation, building ServiceNow ITOM practice & competency, and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML.
• Involved in creating and configuring the SLAs as per the requirement.
• Designed User Interface for Catalog Design and worked Catalog Designer.
• Imported data from various data sources (FILE, JDBC) using import sets and transform maps.
• Communicated with external web services using SOAP Messages and REST.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Loaded assets into SNOW from third party system using Web Services and Import Sets.
• Customized forms and Lists of Incident and Problem Management tables in ServiceNow.

Environment: Service Now, Asset management, Start Now, CMDB, XML, Java script, Oracle, Toad.

Confidential

ServiceNow Developer

Responsibilities:

• Performed Service Catalog, Incident, Problem and Service Level Management Implementation.
• Technical ownership of Incident, Change, and Problem Management process.
• Implemented custom Incident flow for the Computer System Validation team using Business Rules.
• Creation of applications, modules, service catalog items, and workflows to streamline and automate a variety of tasks.
• Created custom form views for different users based on roles.
• Transform Remedy ITSM & eServices applications from on-premises to ServiceNow.
• Created custom dashboards for various resolver groups to track team workload.
• LDAP Integration of various domains.
• Integrated SolarWinds and WorkDay with ServiceNow.
• Developing ITSM Reporting Solution for both ServiceNow & REMEDY Archived Data.
• Worked as ITSM Consultant for ServiceNow ITSM Transformation Project (Eureka)
• CMDB clean-up and restructure to more closely map business services and their underlying infrastructure.
• Provided KPI reports to leadership team to measure performance and identify trends across the company.
• Designed and developed intranet web applications using JavaScript and CSS.
• Used JavaScript to make dropdown menus on web pages and display part of a web page upon user request.
• Upgrade and migration of Knowledge Base from version 2 to version 3.
• Working with clients in requirements gathering, Documentation of data elements and Analysis.
• Preparing and execution of Test cases and interacting with users for UAT.

Environment: HTML, CSS, JavaScript, XML, Oracle 10g, SQL, PL/SQL, MySQL, Toad, SQL Developer.

Confidential

ServiceNow Administrator

Responsibilities:

• Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies Interactions, Application Security, Events Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and auto import of data into service now.
• Defining Service Level Agreements SLAs, notifications, and reports.
• Develops new applications from beginning to end.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Multi-platform experience on Unix/Linux and Windows Server family.
• Perform various web assignments or projects commensurate to professional level as assigned.

Environment: ServiceNow, Java Script, Jelly Script, XML, UNIX, JSON, AJAX