SUMMARY

• ServiceNow professional with 8+ years of experience in software design and development with rich expertise in ITSM, ServiceNow, JavaScript. Extensive knowledge and experience in Application implementation and Administration of ServiceNow.
• Hands on experience in client scripting using different scripting languages like HTML, Javascript, and CSS. Worked on Calgary, Dublin, Eureka, and Fuji,Geneva versions.
• Extensive experience on technical implementation of various ServiceNow modules such as, Incident Management, Problem Management Change Management, Service Catalog, Configuration Management.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Configured LDAP Server, for pulling user and group data from Active Directory.
• Expertise in doing CMDB bulk data, load data reconciliation with teh halp of transform map and transform script.
• Support teh integration of various data sources such as SCCM, IBM big fix, Solar wingsbulk data, etc., into teh Atrium CMDB from teh data perspective
• Partner with CMDB normalization and reconciliation rules implementation.
• Assist in defining and registering of Configuration items (Cis)
• Ability to develop SQL queries and reports for management on KPIs to improve teh process effectiveness, efficiency and data accuracy.
• Experience of integrating ServiceNow with 3rd party tools and implantation of SOAP and REST API.
• Experience in ITIL, ITSM V3 processes, Web services, Business Rules, Client Scripts, Workflows, Web Protocols, and Service Catalogs in ServiceNow.
• Created many standard workflows which are being re - used and propagated.
• Understanding of IT service management (ITSM) and ITIL business process.
• Maintain service level agreement (SLA) and monitor an SLA workflow.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Maintain Single Sign-On integration and create an access control rule (ACL).
• Designed many Templates using Jelly Scripting for e-mail notification and scheduling.
• Configured end to end process for Knowledge management, and worked on teh knowledge Centered Support (KCS) plugin.
• Experience in teh web development technologies likes HTML, XML, AJAX, jQuery, JavaScript, XSL/ZSLT, CSS, Master Pages and Site Map.
• Planning and coordinating teh execution of Implementation along with Technical/Business
• Excellent work ethics, self-motivated, quick learner and team oriented.

TECHNICAL SKILLS

ITSM Tools: ServiceNow Berlin/Calgary/Dublin/Eureka/Fuji, Manage Now, ITSM Suite, HP Service Manager, HP Asset Manager, and BMC Remedy. Imports, Jelly, Web services, Reports, PDF, Macros, Mid Server.

Languages: SQL, PL/SQL, XML, Shell Scripting, JavaScript, VBScript, HTML, C

Database: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012 , MySQL 5.0/4.1, MS Access, DB2.

Operating Systems: Windows, Unix, Linux.

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, ER win, MS Office, MS Visio WINSQL, WINSCP, Servlets, JSP, JDBC, Struts, Hibernate, Applets and swing components, ASPX, JDK 1.4, ASP.NET

Web Development Tools: HTML, DHTML, CSS, JQuery, XML, DOM.

PROFESSIONAL EXPERIENCE

Confidential, Louisville,KY

ServiceNow Developer

Responsibilities:

• Involved in teh analysis of end-user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding teh current ServiceNow system.
• Developed solutions in teh ServiceNow platform that are ITIL V3 compliant and defined business solutions for ITIL users.
• As part of teh data integration between teh source systems and CMDB, facilitate teh data transformation, data cleanup before teh data gets into gloden dataset in CMDB.
• Assist in defining and registering of configuration items (Cis)
• Designed and implemented new functionality using UI Policies and Data Policy.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Designing teh Content Management System for Varian system which involved CSS and service catalog work.
• 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 teh knowledge Centered Support (KCS) plugin.
• Worked on creating users, roles, groups and load teh data to ServiceNow objects using import sets on daily, weekly, monthly and on a request basis.
• Configured LDAP Server and LDAP Listener for updating teh user and group table record.
• Responsible for creating homepages including basic reporting, gauge configuration, and dashboard presentation.
• Involved in running teh daily and weekly jobs to push teh data into teh application using Import Sets and Transform Maps.
• Generating weekly reports and metrics for IT management.
• Configured metrics for indicating KPI of teh Industry in different measure.
• 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 teh integrity of teh ServiceNow tool across production and non-production environments.
• Provide training on ServiceNow process, operations, and capability to all required teams.
• Involved in production support for all teh ServiceNow related issues.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Integrated Microsoft SCCM with ServiceNow for pulling teh entire configuration item into ServiceNow.
• Pulling reports and scheduling teh reports as per teh client requirement.
• Creating database views to pull teh reports on variables which are being used by catalog items.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web Services, CSS, HTML5.

Environment: ServiceNow Eureka/Dublin, Windows 10, XML, Oracle 11g, Toad, SQL, AJAX, Cloud service, jQuery, UNIX.

Confidential, Fort Lauderdale

ServiceNow Admin/Developer

Responsibilities:

• Communicating with end users, identifying their difficulties and changing teh applications as per their requirements.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured UI Page and UI Macro using teh Jelly and JavaScript.
• Managed end user portal and created dynamic, static block for teh content management system.
• Implemented best practice of ServiceNow Scripting, which enhanced teh System performance.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of teh server side scripting Business rules and Script Includes.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Orchestrated teh efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to teh entire team to execute teh steps.
• Planning and coordinating teh execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using teh System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow). Configured multilevel approval workflow for teh change request.
• Implemented Risk Management for teh Risk evaluation of teh change Request associated with teh Configuration Item.
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in daily, weekly and monthly meetings with teh client on teh work progress and discussions on teh upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Did performance tuning of teh ServiceNow and also worked on System Diagnosis.
• Integrated Microsoft Translator with ServiceNow for translating teh different string.

Environment: ServiceNow Berlin/Calgary, Windows10, Oracle 11g, WINSCP, SQL*Plus, JavaScript, UNIX, Linux.

Confidential, Boston, MA

ServiceNow Developer/Admin

Responsibilities:

• Communicating with end users, identifying their difficulties and changing teh applications as per their requirements.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured UI Page and UI Macro using teh Jelly and JavaScript.
• Managed end user portal and created dynamic, static block for teh content management system.
• Implemented best practice of ServiceNow Scripting, which enhanced teh System performance.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of teh server side scripting Business rules and Script Includes.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to teh entire team to execute teh steps.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Manage ITIL Processes monitoring overall system performance using teh System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow). Configured multilevel approval workflow for teh change request.
• Implemented Risk Management for teh Risk evaluation of teh change Request associated with teh Configuration Item.
• Managing ServiceNow (Change Management) ITILAutomate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Did performance tuning of teh ServiceNow and also worked on System Diagnosis.
• Integrated Microsoft Translator with ServiceNow for translating teh different string.

Environment: ServiceNow Berlin/Calgary, Windows10, Oracle 11g, WINSCP, SQL*Plus, JavaScript, UNIX, Linux.

Confidential, Austin, TX

ServiceNow Developer

Responsibilities:

• Configure SAML2.0 (Single Sign On) Integration setup for teh new ServiceNow instances.
• Configure teh LDAP Integration by integrating Active Directory to ServiceNow.
• Configure Altars application to bring asset related data into ServiceNow by using SOAP calls and API’s.
• Develop custom applications of IT Service Management components Incident, Change and Problem managements in ServiceNow as per teh technical design document.
• Develop Service Catalogs for Business and IT Services like Data Quality, Supplier, Data Governance, Communication and Collaboration, Finance, Security and Access, Business Processes like Promo Codes and etc.
• Worked on teh internal portal for accessing all teh business services by using ServiceNow Content Management Application.
• Configure Mid Servers on local Windows servers for ServiceNow Integrations and Discovery Application.
• Individually implemented Discovery Application for populating CMDB.
• Migrate teh update sets to Production and handle Release Management activities.
• Implement and optimize CMDB (Configuration Management Database) in ServiceNow.
• Act as a Primary support contact for teh ServiceNow tool.
• Service Catalog and Request Workflow Design and Configuration.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Teh service we also provide to clients is a semi-managed service for administering their Service desks that have been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions.
• Worked with windows team, network team and Asset team in order to check for teh data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue.
• Created data sources and loaded teh ServiceNow tables with different data formats.
• Created transform maps both automatic field mapping and scripting.
• Also worked on Asset Management and loaded teh data into it.

Environment: Calgary and Eureka, JavaScript, JSON, jQuery, Web services, SOAP, XML, HTML, Iframes, AJAX, Integrations, ITIL V3, SCRUM.

Confidential

ITSM CONSULTANT

Responsibilities:

• Remedy ITSM Process CoE.
• Responsible for documenting requirements, workflows and implementing workflows for Incident, Service Requests, Problem and Change Management migration project to ServiceNow.
• Responsible for leading SCRUM based development cycles with development teams for teh above requirements.
• Responsible for testing and code migration between test, development and production instances.
• Responsible for code correction, requirement fitments, notifications and business rule changes before production MI Support.
• Release Management: definition of a new release management processes for around 136 applications that are dependent on CRM, ERP and web application tier services.
• Worked with teh staffing team & Hiring managers to document teh Talent mobilization (staffing and onboarding) process and highlight areas which could be improved to reduce teh cycle time.
• Involved in teh evaluation of ITSM tools like Kovuri, OTRS, and Digit for selecting a tool to be used for internal projects.
• Part of teh core team to implement ITIL V3 at teh organization level and finding teh delta between ITIL v2 & v3.

Environment: s: Remedy Helpdesk Application, MS SQL, Asset management, Remedy Migrator, Remedy Data Import