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Servicenow Admin/ Developer Resume

Rochester, MN

SUMMARY

  • A Qualified IT Professional with 8+ years of experience including Extensive experience as a ServiceNow developer/Admin
  • UsedSoftware asset management (SAM) to systematically track, evaluate, and manages software licenses and software usage.
  • Created Customed Tables and Fields.
  • Experience in Configuring Applications using ServiceNow 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
  • Good experience in developing workflows and in customizing the applications inServiceNowusing HTML, CSS, JavaScript, AngularJS, Jelly, AJAX and DHTML.
  • Certified Web Developer with more than one year experience in web development, HTML5 Designing, and CSS
  • Experience in creating the custom Applications, Modules inServiceNowas per the requirements
  • Experience in working on the ITIL Process Configuration like Incident and Problem Management, Change Management, Knowledge Management, CMDB, Asset Management and Service Catalog Management inServiceNow.
  • Experience on the Implementation and maintenance of Business Rules, Client Scripts and UI Policies.
  • Experience in configuring the SLAs for various ITIL processes as per the client requirements.
  • Experience in design, development and deployment inServiceNowand integratingSNOW with HPSM, Run book, Quality Center and also with theServiceNowmodules like Asset Management.
  • Experience in working with UI Actions, UI Policies, UI Macros and Data Policies inServiceNow.
  • Knowledge in Design and development of CMDB (Configuration Management) inServiceNow.
  • Experience in working with Content Management System (CMS) and Self Service portal using AngularJs jQuery, Jelly Script and UI Macros.
  • Webservice integration with third party application with SOAP and REST services.
  • Working on front-end pages that were developed in a professional manner using HTML5, CSS3, JavaScript and jQuery.
  • Build KPI reports and dashboards inServiceNowPerformanceAnalyticstool for various business groups
  • Good knowledge in Configuration, Asset Management and DISCOVERY tool.
  • Strong experience in working with Scripted Web services, Script Includes.
  • Hands on experience in web development using HTML, JavaScript, Jelly and CSS.
  • Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JSON, AJAX and XML.
  • Customization and Enhancements of latest Servicenow modules like HR Case Management, Time card module and On Call scheduling modules.
  • Expertise in Business requirements in any modules of Servicenow. Always ready with Requirement / Data collection templates for Incidents, problems, SLA’s, CMDB, Software Asset management, Hardware Asset management etc.

TECHNICAL SKILLS

ITSM Tools: ServiceNow, ITSM Suites, HP Service Manager

Web Technologies: SaaS, Web Services, REST and SOAP

Scripting Libraries: JQuery, Java Script, Apache Jelly, AngularJs, HTML5, CSS

Networking: LDAP, SSO, ITIL

PROFESSIONAL EXPERIENCE

Confidential, Rochester, MN

ServiceNow Admin/ Developer

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, CMDB in ServiceNow.
  • Development of Service catalog - catalog items, designing workflows and execution plans.
  • Excellent knowledge on code migration between various S erviceNow 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 LDAP integration with ServiceNow for obtaining users and groups.
  • Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.
  • Imported Configuration Items(CI) from third party applications using import set tables.
  • 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.
  • Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
  • Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
  • Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
  • 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.

Environment: ServiceNow Eureka, Fuji, Geneva, Helsinki, Scripted Web Services.

Confidential

Service Now Admin/Developer

Responsibilities:

  • Worked with clients to assess the current state processes and tools, responsible for defining ServiceNow requirements. Responsible for developing and configuring the ServiceNow platform.
  • Worked with the stakeholders to gather requirements for the attributes required to develop Service Catalog items
  • Worked on the following modules of ServiceNow like incident management, problem management, service catalog, user administration, change management, reporting and discovery.
  • Worked on the creation of front end forms and associating them to Client Scripts, also experienced on UI policies including advanced customizations that require modification of UI pages/macros.
  • Designed and developed technical methodologies under the ServiceNow platform.
  • Loading of external data with the usage of Import Sets and Transform maps.
  • Actively involved in migrating data from other applications and external databases.
  • Worked on Migration of Update sets between System Environments.
  • Development of additional notifications and supporting workflow to send additional data and attachments
  • Development of custom applications and tables to meet client specific requirements.
  • Customization of the ServiceNow system, including creating workflows.
  • Building client specific service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
  • Worked on Script Customization for Service Catalog/Email Template/Workflow script.
  • Worked on service now performance analytics module, involved in configuring the incident dashboard.
  • Mapping the user requirements / enhancements to Service Now entities and providing estimation for end to end development of requirement.
  • Created end to end websites working on Content Management System(CMS).
  • Worked on CMDB and Asset management and Created Transform maps for importing CMDB data.
  • Expertise on working with CMDB and configured mid server and pointed them to various ServiceNow instances.
  • Worked on creating MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.
  • Worked with QA team to validate the test cases whether meeting the business Requirements or not Conducted Unit Testing, interface testing, system testing and user acceptance testing.
  • Populating the CIs (Configuration Items) and configuring the CI relations in CMDB
  • Configuring multiple forms for Asset module using Configuration Management Database.
  • Creating metric reports, scheduling reports and integrating them with the third party.
  • Enhancing the existing LDAP integration and modifying business rules.
  • Involved in a Proof of Concept project in implementing the CMDB with Discovery and Service Watch.
  • Performed mapping using ServiceNow Service Watch.
  • Delivered project needs on time and within the agreed acceptance criteria in a hybrid methodology environment as they attempted to transition to an Agile Methodology.
  • Participating in daily Scrum Meetings and discussions among different stakeholders.
  • Responsible for setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.

ENVIRONMENT: ServiceNow Fuji/Geneva, Microsoft AD, JavaScript, CSS, XML, HTML, XHTML, Perl, Jelly, WSDL, LDAP, Web Services, PowerShell, SNMP.

Confidential, Benton Harbor, MI

ServiceNow Developer

Responsibilities:

  • Designed and implemented new functionality using UI Policies and Data Policy.
  • Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
  • Implemented Software Asset Management(SAM) Extensions plugin automatically on all new instances of ServiceNow.
  • Customization of form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
  • Strong skill set in the ServiceNow suite development including SOAP/REST integration.
  • Integrated ServiceNow with 3rd party tools and implantation of SOAP and REST API.
  • Created various outbound Email Notifications using Email Templates.
  • Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.
  • Implemented Integration of Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow.
  • Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
  • Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
  • Create and implemented upgrade strategies for the current environment with specific attention to Microsoft SCCM.
  • AssistedITAM staff to understand the risks of noncompliance, and be able to quantify and effectively communicate these to executive management teams with the aim of preventing situations that might compromise compliance.
  • Designed email templates by using HTML and jelly scripting and used them in notifications.
  • Communicated with external web services using SOAP Messages and REST.
  • Generating weekly reports and metrics for IT management.
  • Developed workflows and in customizing the applications inServiceNowusing Javascript, AJAX, HTML.
  • Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
  • Imported Configuration Items(CI) from third party applications using import set tables.
  • Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
  • Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
  • Provide training on Service-Now process, operations and capability to all required teams.
  • Involved in Production Support for all the ServiceNow related issues.
  • Worked on modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
  • Defined SLA, OLA and Contract for the customer.
  • Involved in various ServiceNow customizations as per client's requirement.
  • Involved in migration between various ServiceNow instances using Update Sets.

Environment: ServiceNow Berlin/Calgary, Windows10, WINSCP, JavaScript, SDLC: Agile, Scrum, ServiceNow Berlin.

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