SUMMARY

• ServiceNow Developer around 5 years of hands on experience in providing ITIL and IT Service Management Solutions with expertise in the ITSM suite (ServiceNow).
• Experience in end - to-end implementation of ServiceNow modulesIncident Management, Change Management, Knowledge Management, Service Catalog, CMDB Management.
• Experience with Implementation, Configuration and maintenance of Business Rules,Data Dictionary, Client Scripts and UI Policies, custom ITIL Applications, Modules.
• Experience in configuring the SLAs for various ITIL processes per the client requirements.
• Experience in configuring the ACLs and create Users, Roles and User Groups.
• Configured LDAP Server, for pulling user and group data from Active Directory
• Extensively involved in development of moderately complex ServiceNow applications and reports.
• Defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• CMDB data import using transforms maps.
• Experience loading data into ServiceNow using Import Sets.
• Experience migration between environments in ServiceNow using Update Sets.
• Managing data with tables, CMDB (configuration management) import sets Users, Groups and roles.
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
• Experience configuring Discovery Schedules and Worked on Discovery and set up MID Servers and check for the connectivity.
• Developing different bar charts, pie charts, list reports and scheduling reports
• Work on Client, Server-side scripts to meet client requirements using Glide Record APIs.
• Developed solutions using JavaScript, Ajax, Web Services REST APIs and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Email Integration Configure Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Centrify Enabling Multi-provider SSO.
• Oracle PeopleSoft using inbound and outbound web services.
• Strong knowledge in all phases of Software Development Life Cycle (SDLC) for enterprise applications following Waterfall and Agile methodologies.
• Ability to work in tight schedules, mentor and team player with strong aptitude towards interpersonal communication with ability to work in team and independently.

TECHNICAL SKILLS

Primary skill: ServiceNow(ITSM) Development & Implementation

Scripting: CSS, HTML, JavaScript, jQuery, Python

Languages: Java, J2EE, C, C++, HTML, SQL, PL/SQL

Tools: Net Beans, Eclipse, Toad

Database: Oracle, MY SQL, MS-Access

PROFESSIONAL EXPERIENCE

Confidential - Parsippany, NJ

ServiceNow Developer/Admin

Responsibilities:

• FollowedAgile Methodology for the development of the project.
• Designed and delivered technical implementationson the Service Now platform.
• Gathered requirement from stake holders for attributes needed to develop ServiceCatalog items.
• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
• Design and implement new functionality using business rules, UI policies, and access lists etc.
• Created various workflows for Incident Management, Change Management, ServiceRequests and SLA'S.
• Designed a website and customized login pages, search pages, views of lists, tables, charts, or graphs.
• Created buttons and context menus both on form and lists using UI actions
• Created new business rules/script includes/client Catalog script/client script.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate Service Now with internal/ external systems and tools.
• Written script includes and invoked them in business rules and client scripts
• Worked with Record Producers, Flows in service Catalog Management.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration.

Confidential - Montgomery, AL

ServiceNow Developer/Admin

Responsibilities:

• Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application AdministrationPolicies Interactions, Application Security, Events Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and auto import of data into service now.
• Defining Service Level AgreementsSLAs,notifications,and reports.
• Develops new applications from beginning to end.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Develops conversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to another instance.
• Ongoing Maintenance.

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Gathering requirements from the client and analyzing them.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Building ServiceNow from scratch and developing forms as per clients need.
• Creating catalog items and creating record producers in service catalog.
• Working on different modules like Incident, Problem, Change.
• Working experience on ServiceNow Discovery module.
• Loading CI’s into ServiceNow CMDB using discovery.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Experience in creating UI policies, UI actions and Client scripts.
• Integrating LDAP and done different integration.
• Worked on the things relating to ServiceNow: Discovery, Automation, CMDB population, Security & Roles.
• Performed ServiceNow admin activities, which involves group and user administration.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of ITInfrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Understanding of IT service management (ITSM) and the ITIL business process Maintain service level agreement (SLA) and monitor an SLA workflow.
• Worked on web services like SOAP/REST API.