SUMMARY

• A qualified professional with 8 years of experience as aServiceNowsuite Developer andAdmin.
• Expertise in ServiceNow componentsServiceCatalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge and Performance Analytics.
• Expertise in UI customization like creating new fields in the forms, configuring UI Policies, Access Controls.
• Expertise in customizing the applications in ServiceNow using Java script, AJAX, HTML and DHTML.
• Expertise in defining workflows, creating Dashboard and automated email notifications for scheduled jobs in CRM.
• Expertise on Security Architecture. Integrated ServiceNow with LDAP servers for retrieving user data for authentication and authorization.
• Strong managing and developing skills in Service Level Agreements (SLA) in Service Now instance.
• Strong Implementation, Maintenance & Administration experience in ServiceNow.
• Expertise in ServiceNow Administration tasks and Production support including maintenance of instances.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Managed roles and permissions, group creations, ACL’s (access control lists) and Service Level Agreements (SLM).
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Expertise in creation of Service Catalogs/Order guides/Record Producers and advanced workflows in Service - Now.
• Ability to wear multiple hats like business analyst, project analyst, admin/developer.
• Expertise in UI customization like creating new fields on the forms, configuring UI Policies, Access Controls and using automated email notifications.
• In depth understanding of CRM business processes like Forecasting, Campaign Management, Lead Management, Account Management, Opportunity Management and Case Management.
• Experience in complex transform scripts in transforming the data from File or using JDBC for databases like Oracle, MYSQL, and SQL SERVER into ServiceNow.
• Expertise in creating Scheduled jobs and schedule imports depends on the requirements in ServiceNow.
• Integrated ServiceNow with third party tools and implantation of SOAP and REST API.
• Strong Knowledge in Document Object Model (DOM) and DOM Functions.
• Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with SCRUM and Agile.
• Experience as ServiceNow Consultant and providing Support for challenging CRM projects implementation.
• Knowledge of Software Development Life Cycle and Test Methodologies.
• Excellent communication and presentation skills, self-starter, quick learner, and a team player.

TECHNICAL SKILLS

ITIL: ITSM, Service Now, Kingston, Helsinki, Istanbul

ServiceNow Modules: Incident Management, Story boards, Problem ManagementChange Management, CMDB, Project Portfolio SuiteKnowledge Management, Service Catalog

Programming Languages: C, C++, Java, SQL, PL/SQL

Web Technologies: HTML, JavaScript, CSS, XML, AJAX

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Databases: Oracle 10g/11g, Sql

Database Tools: SQL Client, TOAD, SQL Developer

IDE: Eclipse, TOAD

Version Control Tools: SVN, CVS

Tools: and Packages TOAD, MS Office

PROFESSIONAL EXPERIENCE

Confidential, Phoenix, AZ

Sr. ServiceNow Developer

Responsibilities:

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.
• Created roles, views and user groups pertaining to the use cases. (Helsinki and Istanbul)
• Performs core configuration tasks including System policies, Business rules and Client scripts.
• Advanced Schedule jobs and Business rule creation.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables and created story boards using latest version KINGSTON.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
• Develops and improves user systems procedures, and prepares systems documentation.
• Coordinates installation of ServiceNow 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.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Used Transform maps to import Data to Configuration Management in ServiceNow.
• Maintaining product catalog to import the configuration item records in ServiceNow.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Different reports are developed as per the client’s requirements and usage.

Environment: Service Now Jakarta,ServiceNowKingston,ServiceNowPortal, ITIL, ITSM, Service Watch, Windows, SQL*Plus, SQL*Loader, XML, HTML, XAML and UNIX.

Confidential

Sr. ServiceNow Developer/Admin

Responsibilities:

• Created Applications, Modules, Tables, Columns as per the requirement specifications in ServiceNow.
• Customized the user interface of Problem Management and Change Management Applications ofServiceNowusing UI Policies and Client Scripts.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also, Workflow has been created to support the Approval workflow and task assignment.
• Experience in using the Agile/Scrum methodology.
• Designing Technical Specs pre-development and updated post Development. Developed the business logic based on the requirement.
• Used Web applications CSS, JavaScript and jQuery.
• Proven experience of leading the design, development, and deployment of a large-scale custom ServiceNow applications, Developed around 15 different customer specific processes.
• Provided analysis, design and development of incident management to support the company operations.
• Hands-on experience in ServiceNow integrations using web services (SOAP/REST), SSO, LDAP and JDBC
• Manage and coordinate activities during the overall ticket life cycle in Incident Problem and Change Management. Successfully implemented Knowledge Management process.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Jelly Script, HTML 5, and CSS.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Environment: ServiceNow, Asset Management, Incident Management, ITIL, HTML5, JavaScript, Jelly Script, Web Services, HTML, CSS, CMDB

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Worked on Incident management, Problem management, Change management, Configuration management, Service Request Management (Service-CatLog).
• Major role in developing story boards with upgraded version Kingston.
• Developed an Automatic Customer On-boarding workflow, which helps the client to on board the new customers with their resources like Hardware, Software, Domain Creation etc.
• Involved in ServiceNow scripting includes Glide Script, Glide Records, JavaScript, and Jelly Script to create Business Rules, Client Scripts, UI Actions and UI Policies.
• Developing Service Catalog items/Record producers as per the requirements of the stakeholders.
• Working on business requirements and technical specifications for ITSM platform.
• Involved in creating new work flows, modifying the existing work flows according to new requirements and creating approvals in workflows in ServiceNow.
• Worked on ITIL tools like BMC Remedy, HP Service Manager, andServiceNow.
• Configured inbound Email actions to create incidents or requests.
• Worked in production support for all the Service now related issues.
• Involved in planning and coordinating Implementation plan for every release in Service now.
• Implementation of changes effectively to improve the efficiency and automation in Service now.
• Worked in coordinating all the changes through ITIL based change management practises.
• Created and modified Update sets to transfer data from one service now instance to another instance.
• Coordinated with business stakeholders and process owners to translate business requirements into functional requirements within ServiceNow.
• Creating Import sets to transfer data and transform maps.
• Creating and managing the SLA definitions as per the requirement for different Service Groups.
• Developed new service catalog items and fix bugs in incident, problem and change management.
• Worked in Release management during product and patch releases.

Environment: ServiceNow, Webservices, SOAP, XML, HTML, ITIL, SCRUM

Confidential, Los Angeles, CA

ServiceNow Admin

Responsibilities:

• Experience in UI customizations, creating Business Rules, Client Scripts, UI Policies and UI Actions using JavaScript.
• Created Email Notifications and sent emails to the users and designed many email templates by using html and used them in notifications.
• Created workflows for Incident Management, Change Management, Service Requests and SLA's.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Assisted in the import of configuration data.
• Experience in creating Buttons and context menus both on form and lists using UI actions.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, SLA, Service Desk, Service Catalog, Problem and SLM.
• Importing the Data in different formats (CSV, Excel) via attachments in ServiceNow.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Designed, developed, and maintained the report portal which provides user access to scheduled reports and report parameters.
• Involved in testing reports for correct mapping of the objects and data.
• Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials.
• Worked in production support for all the Service-Now and report related issues.
• Designed and delivered technical methodologies around the Service Now platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Communicated with external web services using SOAP Messages and REST.

Environment: Java Script, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, Integrations, Cloud services, ITIL, SCRUM

Confidential

Service Now Developer

Responsibilities:

• Gathered required information about the schools and the administration
• Developed dynamic pages using JSP tags to invoke Servlets
• Designed Screens using Silverlight and linking to XAML codes
• Involved in server-side coding using Servlets
• Designed web pages using Java script/ HTML/XAML
• Validations for the Client Side were done using JavaScript
• Developed Business components using JavaBeans and database connections using JDBC
• Involved in Designing and creating database tables

Environment: Java, HTML, XAML, JSP, Servlets, Java Beans, JDBC, Apache Tomcat, Oracle, and Win NT