SUMMARY

• A Qualified Professional with 8+ years of experience as a ServiceNow Suite Developer and AdminGood understanding and noledge on all phases of the software development lifecycle (SDLC) and familiar with methodologies like Waterfall, Agile/Scrum.
• Knowledge of SQL server queries. Implement Incident Management, Request Management, Change Management.
• Proven experience in working with wide variety of ITIL tools like BMC Remedy and variousServiceNowmodules, CMDB, ITIL tools, integrations within complex ITSM environment.
• Hands on Experience on integrations like LDAP, TIBO, SCCM, using soap web services.
• Experience in SCCM for desktop deployments.
• Good understanding of ServiceNow and its Development Life Cycle from Calgary to Geneva.
• Expertise in Java script, debugging, optimizing the performance and working of Client Scripts, Catalog Client Scripts, Server - Side Scripting, UI scripts and UI Policies.
• Good noledge in Business rules, activate plugins, manage data with tables, Import sets and Update sets, Control system access and data security, Control access to the application and its records.
• Proficient in activities like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Maintain the integrity of the Service-Now tool across production and non-production environments.
• Hands on experience on various ServiceNow Modules like Service Catalog, Incident, Problem, Change Management, SCRUM, Configuration Management Database, Asset, Knowledge, Release, Content Management, SLA, ACL’s, Reporting and Integration with Web Services.
• Work experience on DISCOVERY and set up mid servers and check for the connectivity.
• Understanding of IT Service Management (ITSM)and the ITIL business process. Maintain (SLA)and monitor an SLA workflow.
• Expertise in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Hands on experience Dublin, Fuji, Geneva, Helsinki, Kingston and worked on upgrading Helsinki to Istanbul.
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
• Script Includes by using Glide Form, Glide System and Glide Record objects used by several other important objects. Facilitating rollout of new applications and modules.
• Extensive noledge of Front-End Technologies: HTML, CSS, JavaScript, jQuery, AngularJS, XML, XSL and XSLT.
• Worked on Various WebServicesIntegrations using SOAP and REST.
• Client sides Scripts, Glide API’s, Inbound email Actions, SNOW OOB implementations.
• Server-Side Script Business Rule, Script Include, Processors. REST API, Table API’s, SOAP web services. MID server Integrations. Background ServiceNow Certified Application Developer scripts. Task relationship, many-to-many, one too many. Reports customization, Database views Platform supports programmatic retrieval of XML data through a URL query
• Knowledge in working with the deployment of notification tool in ServiceNow instance (Helsinki, Istanbul, Jakarta, King Assigned to field of the workflow-triggering incident is Service Desk or Field Services, the workflow populates values on the incident record before...

TECHNICAL SKILLS:

ITIL Tools: ITSM, ServiceNow (Kingston, Jakarta, Istanbul, Helsinki, Geneva), Service Desk, Request Management, Change Management 7.6.4, Asset Management 7.x, Service Level Agreement

Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL, COBOL, XML, PHP, HTML, CSS, AJAXLanguages: JavaScript, Jelly Script, JQuery, Angular

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: Oracle 10g, MySQL, SQL, DB2

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM WebSphere 6.x, Web Logic 10, Apache Tomcat

Platform: Windows, Linux and UNIX

IDE: Eclipse, NetBeans, TOAD

Tools and Packages: Rational Rose, Maven, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE

Confidential, TX

ServiceNow Developer/Administrator

Responsibilities:

• Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow Jakarta. ServiceNow ITBM and project management, ITOMNetwork layout for standard email configuration Basic email services and features Mail servers maintained by ServiceNow.
• Runtime plugin enables and other applications on the ServiceNow platform to automate tasks, The Management, Instrumentation, and Discovery (MID) Server is a Java application dat runs as a Windows service or UNIX daemon on a server
• Specify how the incident affects your work and the work of others, including customers, Clarizen tool.
• Develop / Configure workflows, forms, and underlying logic using SCRUM / Agile methodologies.
• Worked on loading the data into ServiceNow using import sets.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Involved in migration between various ServiceNow instances using Update Sets.
• Loaded assets into SNOW from third party system using Web Services and Import Sets.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• Involved in providing production support for service catalog, incident, problem, change, release, deployment, task and noledge management modules in ServiceNow Jakarta platform.
• Access Automation using REST Integration and Scripted Web Services.
• Responsible for designing, analyzing and developing business application which involved customization and workflow administration, data imports, custom scripting using JavaScript.
• Created custom tables, based on business needs.
• Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Worked on Email Notification, Reports and Database views.
• Checking MID server health and monitoring ECC queue.
• The objectives of PPM are to determine the optimalresource mix for delivery and toscheduleactivities to best achieve an organization’s operational and financial goals.
• Prioritize the right projects and programs PPM can guide decision-makers to strategically prioritize, plan, and control enterprise portfolios.
• Responsible for creating various workflows for Incident Management, Change Management, Problem Management, Service Requests and SLA's.
• During development, worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Customized Helsinki Service Portal and powered them using Angular and Jelly Scripting.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Excellent noledge on code migration between various ServiceNow environments using Update Sets.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring dat all the CIs are registered, and these records are correct and up to date.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Integrated Microsoft SCCM with ServiceNow for pulling the entire configuration item intoServiceNow Jakarta.
• Creating custom UI pages using Jelly scripting in ServiceNow Jakarta.
• Creating Multiple control conditional expressions using jelly scripting and other jelly tags.

Environment: Agile/Scrum, ServiceNow Geneva; Jakarta, XML, SQL, DISCOVERY, HTML, Angular, SOAP, REST, PPM, JavaScript, Incident Management, Change Management, Problem Management, Jelly Scripting, SCCM, Windows 7

Citi Bank, Dallas, TX

ServiceNow Developer/Administrator

Responsibilities:

• Expertise on implementing end-to-end Incident Management, Configuration & Asset Management, Change Management, Release Management, Service Catalog Management.
• Used data Sources & web integrations for setting up the configuration database in ServiceNow Eureka.
• Used the development tools provided in Widget Editor to write AngularJS, CSS, and JavaScript to power a portal.
• Built catalog items from scratch along with advances customizations as per the complex requirements.
• Configured and executed client’s scripts/UI policies.
• Integrating Service catalog module with third party application tools using Web Services and fixing the issues which come up while the tools are getting interacted.
• Expertise on creation of workflows for Service Catalog items in ServiceNow Eureka.
• Responsible for the ServiceNowtool administration module and creating new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Worked extensively on LDAP integrations. Very good understanding of Integration with various network protocols.
• Good noledge on Single Sign on and event-based integrations.
• Perform ServiceNow implementation tasks including configuration, integration, custom programming.
• Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.
• To set up Configuration Management and defining the CI classes and their relationships.
• Created complex transform scripts in transforming the data into the SNOW database.
• Excellent noledge on setting up the Change Management along with advanced customizations for Risk Assessment Calculator on a script includes level.
• Worked on integrating ServiceNow with external SOAP web services.
• Played a significant role in developing policies and processes related all areas of the software asset lifecycle and defined strategies for managing and optimizing software asset usage.
• Implemented Single Sign On (SSO) using SAML 2.0
• Configuring SLA’s and Reports. Defining the process for each service request.
• Creating scheduled jobs/tasks, monitoring ticket queues and generating reports/ statistics.Working noledge of Knowledge base articles, incidents, CMDB and dictionaries.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.
• Check the change management document and verify the changes.Assist in Release Management during product and patch releases.
• Provide training sessions on ticketing tools, reporting and data entry.Developed UI Actions, script includes and Business rules for overall platform.

Environment: Agile/Scrum, ServiceNow Eureka, XML, DISCOVERY, HTML, Angular, SOAP, Asset Management, Incident Management, Problem Management, JavaScript, Windows 7.

Confidential, Chicago, IL

ServiceNow Developer/Administrator

Responsibilities:

• Made basic configuration changes to the UI using Branding Editor and other components of Service Portal. Edited and extended portals, pages, and widgets.
• Created rich web applications right on theServiceNow Calgaryplatform.
• Working on creation and customization of complex workflows and custom workflow activities. Worked with transform maps, data sources and different transform scripts for data loads and management.
• Strong understanding of Configuration Management from a business process and technical perspective. Work with process owners for Asset Management, Purchasing, and Configuration Management (CMDB) to understand current processes and procedures and provide solutions using ITSM.
• Developer for Release Management application includes designed and built the entire ServiceNow Release Management suite. Configured products, features, release, tasks, scrum integration, approvals, workflow and phases.
• Worked on Web Services like SOAP and REST.
• Define the release management processes, roles and responsibilities, and gather the business requirements.
• Developer for ServiceNow Software Management application includes install/create/modify: software models, entitlements, enterprise and subscription licenses, service licenses, unallocated licenses, software installations, software usages, software counters for software license reconciliation, license calculations, custom license types, software contracts, software discovery models, processor mappings, upgrade and downgrade licenses, approve a model, automatic matching to an existing model; merging software licenses; creating and managing software suites, refreshing processor definitions, license compliance checker, finding software on the network, scanning software installation with the System Scheduler.
• Creating and managing policies, standards, and internal control procedures dat are cross mapped to external regulations and best practices
• Importing Authority form external standards provider.
• Following up with clients, interacting with end users on process requests, user training etc.

Environment: Agile/Scrum, ServiceNow Calgary, HTML, SOAP, REST, Release Management, JavaScript, Windows 7.

Confidential

ServiceNow Admin

Responsibilities:

• Contributing in Design and Developing New Features in ITSM Applications (Change Template Tree Selection).
• Fixing Customer/Partner and Internal Defects in Change Management Application.
• Came up with Developer Guide for all the Hot Spot Areas of ITSM (like Foundation, Template Area, Work Info, Process Flow Bar, Custom Process Flow, Approval Server Application Integration, Notification and Risk Factor Calculations.
• UI enhancement was done for Change Management forms with autocomplete, highlighting required fields using workflows.
• Studying ITSM Application Workflows and coming up with the new coding strategies which would improve the overall Application Design.
• Involved in moving Client-side workflows to Server side using SERVICE call, table chunking to improve the performance.
• Having hands on with troubleshooting Bread Crumb functionality when it was introduced for better navigation between forms and applications.
• Experience on preserving customization using OVERLAYS when worked with Remedy on Demand (ROD) upgrade projects to provide support from the application perspective.
• Hands on with Remedy Installation, upgrade and recon procedures.
• Owner of the Change Management Template Area to ensure minimizing the number of incoming defects in this area.