SUMMARY

• Over 11 years of Experience in Information Technology, 8 years of experience exclusively in Designing, customization, enhancing, workflow configuration, integrating and supporting Service - Now modules such as Incident Management, Problem Management, Change Management, Facilities, GRC, CSM, Asset and Service Request management.
• Expertise in debugging and optimizing the performance of Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Experience in configuring Data Sources, Import Sets and Transform maps.
• Involved in Data Integration and Migration with the existing Legacy systems.
• Worked on Various Web Services Integrations using SOAP and REST.
• Experienced on Managing ServiceNow Infrastructure and integrating other SaaS based applications.
• Worked on Populating users, application security, events and notifications, performance and upgrade processes.
• Well versed in SSO(Single Sign On) and SAML Implementations.
• Performing ServiceNow core configuration tasks by defining System Policies, ACL's, Business Rules and Client Scripts.
• Proficient in creating Service Catalog and Request Workflow design and configuration.
• Design and implement SLA - Service Level Agreement and the required work flow with Email notifications.
• Managing data with ServiceNow tables, CMDB import sets, Users, Groups and roles.
• Creation of custom reports and designing the dash boards.
• Experienced in all phases of SDLC including Analysis, Design, Coding and Testing.
• Strong experience on testing methodologies and experience on preparation of test plans, and support for Integration Testing & UAT.
• Strong problem solving and trouble shooting skills.

• Incident Management
• Problem Management
• Change management
• Knowledge Management
• Service Request Management
• Configuration Management CMDB
• Form Layouts and List LayoutsApplications and Modules
• Tables and Modules
• Tickets and Raising Requests
• UI Policies /Notifications
• List Control and Calculations
• Data Exportation
• Update sets - Imports & Exports
• Scheduling Jobs
• Access Controls
• Development

PROFESSIONAL EXPERIENCE

Confidential, Batavia, IL

ServiceNow Developer/Consultant

Responsibilities:

• Responsible for ongoing enhancement and maintenance of ServiceNow platform.
• Worked on configuring GRC compliance module to audit application roles for various internal applications.
• Involved in working with process owners to develop custom workflows using FLOW designer
• Used data sources to migrate the data from excel sheets to target tables through transform maps.
• Involved in developing transform scripts to trigger events during import process.
• Used system logs to view information about system activity for troubleshooting issues.
• Involved in design and configuration of Widgets and public UI Pages.
• Created Access Control lists to provide desired access to a specific group of users.
• Developed workflow customizations and performed quality assurance testing and user acceptance testing.
• Promote Update Sets in XML format from Development environment to Testing environment.
• Implement ServiceNow customization including, but not limited to, Client scripts, UI policies, UI actions, Script includes Business rules, Workflow administration, data setup, and data imports and exports.
• Responsible for gathering the requirements from project stakeholders and capturing as a stories for sprint.
• Followed the agile approach with two weeks sprint cycle and daily scrum meeting for status and technical discussions.

Environment: GRC, CMDB, UI Pages, Workflows, Angular JS,FLOW

Confidential, Washington, DC

ServiceNow Developer

Responsibilities:

• Converting Business requirements document into technical specification document.
• Created Design patterns and implementation plan for customer licensing application.
• Worked on the design of the complex data model that serves integration of various operational supporting departments within the Customer license management application.
• Design UI Appearance of license application using Angular JavaScript, Bootstrap, and HTML.
• Develop Business rules using JavaScript to perform Server-Side operations that contains business Logic.
• Involved in design and configuration of Widgets and UI Pages to implement ServiceNow Portal.
• Activated Customer Service management (CSM) plugin and configured the CSM module to suit customer requirements.
• Created Access Control lists to provide desired access to a specific group of users.
• Integrated ServiceNow with LDAP Active Directory using eAuth Authentication and perform third party integrations using REST / SOAP webservices.
• Developed workflow customizations and performed quality assurance testing and user acceptance testing.
• Promote Update Sets in XML format from Development environment to Testing environment.
• Implement ServiceNow customization including, but not limited to, Client scripts, UI policies, UI actions, Script includes Business rules, Workflow administration, data setup, and data imports and exports.

Environment: Angular JS, CSM, LDAP, REST / SOAP

Confidential, Chicago, IL

ServiceNow Consultant

Responsibilities:

• worked with various stake holders to collect the functional requirements and convert them as a technical specification document to further carry on customization on ServiceNow Tool.
• Activated the Facilities Management plugins such as Move Management, Space Management, Facilities WorkBench, and associated application features and customized according to the customer needs. worked with third party vendor to integrate the map that contains in GeoJson files to populate Floor Design and building plans.
• Worked on OOB script includes to populate the office spaces and conference rooms on UI Page.
• Prepared UAT test cases and performed User acceptance testing on all the expected features behavior.
• Consulted Technical team of ServiceNow on seeking the new features of Facilities Management module and gathering the best practices.
• Worked with Servicenow maps partner company to build GeoJson process map files.
• Provided the technical documentation and user manual guide for facilities management module.

Environment: Java Script, Facilities Management, Workbench, GeoJson, XML, HTML, Cloud services, ITSM.

Confidential, San Francisco, CA

ServiceNow Admin

Responsibilities:

• performed ServiceNow Integration with application monitoring tools such as NetAPP OCUM, Splunk, Sensu.
• Design and configuration of workflows to meet business needs of IT infrastructure teams and ITIL business process.
• Application customization, enhance features of existing developed application, Implementing new functionality and home page customizations.
• Configured Rest based webservices Integration with PagerDuty On-call scheduling software.
• Worked on integrations using Inboud REST API webservices. worked on core configuration tasks including system policies, business rules and client scripts.
• Configured Notifications that get triggered from incidents, events and workflows based on user requirements. worked on Inbound email actions to generate events based on the monitoring tool alerts.
• Conducted an in-depth analysis of existing Cis to enable Discovery rollout
• Presented the fundamentals of Service Mapping and stablish a framework for all business services.
• Validated each Service Map with the SME’s to ensure every dependency was captured accurately.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Configured and Installed mid-server on a local network to capture the infrastructure related assets to CMDB.
• Coordinates installation of Service Now 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.
• Work with application owners to update workflow tasks and approvals for automated processes.
• Participate in SCRUM meetings to deliver the tasks assigned in each sprint to reach the desired points.

Environment: Java Script, JSON, Webservices, REST, XML, HTML, CMDB, Integrations, Cloud services, ITIL, Scrum.

Confidential, San Francisco, CA

ServiceNow Admin

Responsibilities:

• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Work with application owners to update workflow tasks and approvals for automated processes.
• Implement the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management, Reporting module.
• Work closely with the technology, operations and business stake holders to gather enhancements and defect fixes in the Service-Now platform.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• ServiceNow instance core setup and configuration and customizations
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Maintain Single Sign-On integration. the major integrations with 3rd party tools such as Workday and Jira.
• Utilizing the ServiceNow Service Catalog for users to create Service Requests and Service Items.
• Creating various workflows for Incident Management, Change Management, Service Requests and SLA's
• Assist in importing of configuration, user and asset Data.
• Documenting the code and operation procedures for ServiceNow platform.
• Performing environmental promotional activities from Dev to QA to Prod

Environment: Java Script, JSON, Webservices, SOAP, XML, HTML, AJAX, Integrations, Cloud services, ITIL, Waterfall.

Confidential

Middleware Support Engineer

Responsibilities:

• Installed and Configured IBM Http Server 1.3.x, WebSphere Application Server V5.1 Enterprise Edition for Development, Testing and Production Servers on windows environment.
• Created horizontal clusters for Development & Testing Environments and production environments (one set of nodes for dev & testing, one set for production) to achieve process & Hardware fail over.
• Played an active involvement in monitoring server performance, network traffic to reduce performance bottleneck by enhanced performance ensuring upstream queuing.
• Applied software maintenance, program fixes and keeping the system software releases current.
• Configured Web server plug-in to directing dynamic requests to application server instances.
• Installed, Configured, Setup, Upgrade JBOSS application server 5.0/5.1
• Configured Java Mail object on Mid-tier server (WAS) to send mails to credit card customers through SMTP mail server by accessing the data from CACS Enterprise, which was reside on Mainframe.
• Installed and Configure WebSphere MQ. Created QMGRs, Queues and Channels.
• Analyzed the performance with Tivoli performance monitoring tool. Tuned Web server and Application Server configuration parameters to improve the performance.
• Interpreted log files to locate and solved problems with tracing and debugging facilities.
• Responsible for writing Technical Documents which covers end to end build configuration.
• Maintaining updated documentation of all the Servers and the installed applications and patches
• On-call support (24x7), Monitoring and maintaining multiple Applications at Development and Production

Environment: WebSphere Application Server, JBOSS application server, Tivoli, SMTP