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Servicenow Administrator/ Developer Resume

Santa Monica, CA

SUMMARY

  • Over 7+ years of professional IT experience and 3+ years of experience in ServiceNow Development, Maintenance and administration.
  • Experience in Installation and Configuration of different modules of ServiceNow.
  • In - depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
  • Experience with complex integrations within the ITSM environment such as ServiceNow -Siebel, ServiceNow - Web service integration with third party application like BMC Remedy.
  • Experience in Service Management and Service Delivery Process. (ITIL Frame Work).
  • Around 4 years of extensive Experience in designing User Interface (UI) applications and professional web applications using HTML5, CSS3, JavaScript, AngularJs, jQuery, AJAX, JSON and XML.
  • Integration and Automation with Web Services to Amazon Web Services (AWS), Azure Web Services (Azure) and VM Ware.
  • Direct hands on experience on various IT Services of Service-Now tool like Asset Management, Service-Now Administration, Reporting, Gauges, Integration with Web Services.
  • Experience Creating Mobile Friendly Service Portals for Users.
  • Good hands on Experience working on Setting up ServiceNow Discovery, CI Classification, Setting up Credential’s.
  • Knowledge in Business Services Configuration and Service Mapping.
  • Good Hands on Experience creating Custom Probes and Sensors.
  • Setting Up Mid Server for Multiple Environments and convert into Cluster’s.
  • Good hands on Experience on Setting up LDAP and LDAPS to Get Users and Groups Data from the Active Directory (AD).
  • Perform user account administration and governance, including group maintenance, user roles and process user license tracking, and monitoring of single-sign on providers.
  • Experience in setting up Single Sign-on using: Digested Token, SAML 1.1, SAML 2.0.
  • Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
  • Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
  • Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
  • Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
  • Experienced in complex transform scripts in transforming the data into the SNOW database.
  • Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script.
  • Extensive experience of integrating ServiceNow with 3rd. party tools and implantation of SOAP and REST API.
  • Experienced in different custom applications for automating the business processes of customer.
  • Functional knowledge and implementation experience of ITSM frameworks.
  • Good experience with developing highly scalable, high available websites.
  • Experienced in AGILE/SCRUM methodology.
  • Extensively worked on CSS Background, CSS Positioning, CSS Text, CSS Border, CSS Margin, CSS Padding, CSS Table, CSS Sprites, Pseudo Classes, Pseudo Elements and CSS Behaviors in CSS.
  • Well experienced in using Adobe Photoshop CS3.
  • Experience using BOOTSTRAP for Responsive Web Design.
  • Experience using version controls like GIT and SVN.
  • Strong experience with Apache Webserver administration.
  • Strong communication, problem-solving, organizing and planning skills with ability to work independently or in a team environment.
  • Experience using JIRA for gathering requirements and defect tracking.

TECHNICAL SKILLS

ITSM Tools: Service-Now, ITSM Suite

WEB TECHNOLOGIES: HTML 4/5, XML, CSS, SCSS, JAVA SCRIPT, JQUERY, JSON, AJAX

WEB SERVER: APACHESERVER, TOMCAT

DATABASE: MySQL6.x/5.x/4.x, Oracle, SQL Server

Version Control: GIT, SVN

IDETOOLS: Vscode, Eclipse PDT, Sublime and Notepad++

OPERATING SYSTEMS: Windows XP, MAC OS, Linux

PROFESSIONAL EXPERIENCE

Confidential, Santa Monica, CA

ServiceNow Administrator/ Developer

Responsibilities:

  • Perform day to day administration of the ServiceNow tool Maintain business services and configuration item relationships in ServiceNow tool.
  • Develop and manage application code, user interface, and third-party integration components
  • Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
  • Performs core configuration tasks including system policies, business rules and client scripts.
  • Manages users, groups and roles.
  • Manages data with Tables, CMDB, Import Sets, and Update Sets.
  • Worked on the things relating to ServiceNow: Discovery, Automation, CMDB population, Security Roles.
  • Configured Discovery in Service and workshops provided to customers about the functionality of Discovery.
  • Implemented Service Mapping for business Application.
  • Configured Single Sign-On integration using SAML 2.0 plug-in with Identity Management.
  • Worked on the functionality of Inventory Management plugin into Asset Management.
  • Working on classifying, identifying, and updating all the devices in an IP range, including the SNMP devices protected by an ACL.
  • Monitored and performed ServiceNow admin activities which involves group, user administration.
  • Worked on automated workflow, created training documents, trained personnel, updated processes and procedures.
  • Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes. Managing ServiceNow (Change Management) to automate and standardize business processes for all Go-Lives.
  • Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
  • Update set capturing and moving customizations to different instances.
  • Customizing forms, lists, choices for custom applications based on the requirement.
  • Importing data into service-now by using import set.
  • Involved in operation, requirements identification and documentation, preliminary and detailed system definition, system design reviews Involved in MID Servers for granted access to the SNMP devices by the ACL.
  • Creating ACLs as per Business requirements.
  • Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
  • Working as a Developer to incorporate the requirements in the ServiceNow tool in an optimal way.
  • Working on the Systems Requirement Specification (SRS) including problem analysis and system definition models defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation.
  • Implementing ServiceNow Discovery and CMDB and integrating it with Change management.
  • Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best practices.
  • Performs migration activities (Dev to QA, QA to Prod).
  • Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
  • Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
  • Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
  • Integrating ServiceNow with other systems and customization.
  • Worked on the release and problem management from requirements gathering through testing.
  • Experience in developing mobile friendly Service Portals.
  • Worked on ServiceNow scripts by using JavaScript including client scripts and mail scripts.
  • Worked on customizing user interface including forms, lists and created record producers for incident and change management.
  • Customized and created workflows for change management, knowledge management and for service catalog items.
  • Involved in change and release to production touch points, incident and problem management processes.
  • Creation of various reports depending on the customer requirement.
  • Coding and review findings as per the best practices of Service Now.
  • Responsible to give KT'S or knowledge session to the client and the team members about the work done.
  • Worked on client side and server-side scripting according to the client requirements.
  • Creating Process flow bar, Formatters, Annotation for forms as per the business requirement.
  • Gathered and analyzed requirements.
  • Created and maintained technical documentation, bug fixes.

Confidential, San Ramon, CA

ServiceNow Administrator/ Developer

Responsibilities:

  • Create new service catalog requests and items with variables.
  • Developed UI Appearance for Service Catalog Requests.
  • Designing, configuring and customizing new applications and modules.
  • Build reports, gauges, and home pages.
  • Create and use update sets to move customizations between systems.
  • Configuration of Email Notification and Alerts to notify users about specific activities in the system.
  • Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
  • Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
  • Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA’s.
  • Has been part of end user self-service portal management.
  • Configured end to end process for Knowledge management and worked on the knowledge Centered Support (KCS) plugin.
  • Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
  • Configured LDAP Server and LDAP Listener for updating the user and group table record.
  • Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
  • Created many standard workflows which are being re-used and propagated.
  • Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
  • Maintain the integrity of the service-now tool across production and non-production environments.
  • Involved in production support for all the Service-Now related issues.
  • Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
  • Worked on system/security requirements analysis and secure system definition.
  • Worked on SNMP devices in a network protected by an ACL for the project.
  • Developed test scripts for ServiceNow regression test bed.
  • Implemented ITSM across security organization resulting in substantial increased customer satisfaction.
  • Maintained the Configuration Items and modified the forms and form Sections.
  • Worked on Configuring the IP Addresses to help find out the un discovered CI’s into CMDB.
  • Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials.
  • Worked on the project management of service implementations and changes, staff management, asset management.
  • Did performance tuning of the ServiceNow and also worked on System Diagnosis.

Confidential, Dublin, CA

WEB UI DEVELOPER

Responsibilities:

  • Designed dynamic and browser compatible pages using HTML, CSS, JavaScript and Ajax.
  • Developed Graphics using Adobe Photoshop CS3.
  • Developed data insertion forms and validated them using JavaScript.
  • Created Fade-in/Fadeout and animation effects using jQuery.
  • Performed Ajax functionality and XML parsing using jQuery.
  • Created Email templates using HTML Tables and managed them in Exact Target.
  • Coordinated with other teams for campaign accuracy as per established quality specifications.
  • Executed processes for conducting proper campaigns across multiple email clients and mobile devices.
  • Executed processes for development and maintenance of internal email templates and standards.
  • Developed promotional, stream, purchase, cart abandon and welcome emails.
  • Used LITMUS for testing in different browsers and different devices like mobile, tablets and desktops.
  • Used Vector Markup Language and Backgrounds for solving background image issues on outlook.
  • Used Exact Target and StrongView CRM for hosting emails.
  • Experience Using Product Cockpit Management and WCMS to manage the content.
  • Used SASS for managing and reusing the styles.
  • Used Bootstrap standard classes to get static pages responsive and added few custom classes to make few areas fit into the responsive design.
  • Used image-responsive class to make the images responsive across all devices.
  • Used AngularJS MVC for data binding, dependency injection, connecting to services and for creating custom directives.
  • Utilized Angular MV framework for developing a Single Page Application for the customer care department intranet project.
  • Worked with Node, Grunt and bower for setting up the server, automating the tasks and managing dependencies.
  • Created mobile templates for iPhone and Android.
  • Used JavaScript and XML to update a portion of a web page thus reducing bandwidth usage and load time and add modal dialog in web pages to get user input and requests.
  • Configured SSL certificates and managed client connections in Apache.
  • Worked with different jQuery and customized accordingly.
  • Used Tortoise SVN to check in code to dev Environment and to avoid merge issues.
  • Resolving all the assigned defects and interacting with QA to resolve any issues.
  • Used JIRA as the Bug Tracking tool.

Environment: HTML5, CSS3, JavaScript, AngularJS, jQuery, AJAX, Adobe Photoshop CS3, Apache Webserver 2.2, Hybris 5.3.0.0.3, Java, JSP, PHP, Linux, Spring MVC, Node, Grunt, Bower, StrongView.

Confidential, Olathe, KS

UI Developer

Responsibilities:

  • Worked closely with developers in understanding the architecture of the farmer’s dashboard website.
  • Understood business requirements by closely following up with Business analyst and systems analyst.
  • Worked on major bug fixes, which included UI issues and functionality issues as well.
  • Developed the complete HTML, CSS and JavaScript of the dynamic web pages with emphasis on performance, accessibility (AA) and SEO standards.
  • Implemented Performance Tuning to make the page’s load fast and in an effective way.
  • Developed Form validations with error messages in a dialog box using JavaScript.
  • Worked on implementing the Tracking Tags at click level of each event in the webpages using JavaScript.
  • Designed business applications using web technologies like HTML, DHTML, XHTML, and CSS based on the W3C standards.
  • Used jQuery extensively for event handling, DOM manipulation and cross-browser compatibility.
  • Used jQuery for creating dynamic carousel, Dynamic tabs with the flexibility of changing the order of the layouts and Accordion.
  • Worked with solution design team in understanding the widget’s features.
  • Implemented agent widget based on the wire frames provided by the design team.
  • Built the template, pulled agent information from JSON object and rendered it onto the widget.
  • Made widget as a modal popup by using colorbox plug in.
  • Used Firebug, Firebug Lite, and IE Developer Toolbar for debugging and browser compatibility.
  • Interacting with Design team and Business for gathering the requirements and functionality.
  • Used JSON for collecting data from and sending requests for client-side Applications.
  • Implemented AJAX functionality using jQuery to add interactive features to the website.

Environment: HTML, CSS, JavaScript, jQuery, JSP, WebSphere, IBM RAD, IBM Clear Case, QC

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