SUMMARY:

• Around 9+ years of Experience in IT with 7+ years of good experience on ServiceNow Development, Maintenance and Administration.
• Extensive experience on Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third - party integration for Service Now.
• Experience in interacting with the clients, understanding their requirements, providing the sizing and finally developing customer facing portals and applications.
• Designed and developed client scripts, business rules using Java Script.
• Performing ServiceNow core configuration tasks by defining System Policies, ACL's, Business Rules and Client Scripts.
• Had working knowledge with Project Portfolio Suite which covers Demand Management, Project Management,SDLC, Test Management and Resource Managementand good working knowledge on Software Development Methodologies like RUP, Agile (Scrum, Kanban), Waterfall and V-model.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Great experience in Geneva, Helsinki, Istanbul, Jakartareleases of ServiceNowplatform and experienced on Jelly Scripts / Java Scripts.
• Functional Knowledge of ITSM Framework.
• Managing data with ServiceNow tables, CMDB import sets, Users, Groups and roles.
• Good experience in developing workflows and in customizing the applications in Service Now using Java script, AJAX and HTML.
• Good knowledge on Calgary, Dublin, Eureka, Fuji.
• Experienced in installation, configuration and administration of CMDB, along with Discovery, Hardware and Software Compliance Asset Management.
• Design and implement SLA -ServiceLevel Agreement and the required work flow with Email notifications.
• Good knowledge in installing, integrating, tuning and troubleshooting Apache, Tomcat, WebSphere and WebLogic application server.
• Expertise in configuring / maintaining / customizing ITSM.
• Excellent knowledge on SLA’S for various ITIL process as per the client requirement.
• Experienced on Service Watch, Business Service Mapping(BSM), LDAP, deploying Discoveries in a Multi-Data center environment and proven ServiceNow implementation experience.
• Experienced on Managing ServiceNow Infrastructure and integrating with LDAP and other SaaS based applications.
• Hands on experience developing CMS in serviceNow.
• Implemented Discovery from scratch and managed operations, installed MID Servers on remote desktops. Worked onOrchestration and service mapping.
• Excellent experience in serviceNow admin and production support.
• Flourish in both independent and collaborative work environments with quick learning abilities.

TECHNICAL SKILLS

Databases: MySQL, MSSQL, Oracle11g/12C

Programming Languages: C, C++, JAVA,ASP.Net(C#), JEE

Scripting Languages: Java Script, HTML, jQuery, XML, CSS, Ajax, jelly scripting

Web/Application Servers: IIS, Apache, Tomcat, Web Logic 10

Operating Systems: Windows 7/8/10/XP

Software Methodologies: Agile, waterfall, scrum, Kanban

Cloud Storage: AWS, Microsoft Azure

PROFESSIONAL EXPERIENCE

Confidential - Pleasanton, CA

ServiceNow Developer/Admin

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the 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.
• Experience with java scripting in Service Now.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Implemented Service Now ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
• Worked on integration using SOAP / WSDL / REST.
• Preparing Implementation Plan for every release in Service Now and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in Service Now.
• Managed users, groups and roles, Advanced Schedule jobs and Business rule creation. Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Worked extensively on LDAP integrations. Successfully managed and developed large-scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.
• Implementation of Software and Change Management,Service Now Change Management.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigated performance issues, learn trouble shooting tools, and use system logs to find issues.
• Implementation of changes to improve automation and efficiencies in Service Now.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. IntegratingService Now with other systems and customization.
• Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (Service Now).
• Managing Service Now (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 client on the work progress and discussions on the upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.

Environment: Service Now Fuji/Geneva, HTML5, Java Script, JSON, SOAP, Web services, MS SQL Server, Integration, SCRUM.

Confidential - Charlotte, NC

ServiceNow Developer/Admin

Responsibilities:

• Perform day to day administration of Service-Now in Development, Test and Production environments to maintain business services and configuration item relationships in Service-Now.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration.
• Involved in setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.
• Communicated with external web services using SOAP Messages and REST.
• SupportedServiceNow integration using SOAP, REST web services, Import sets and transform maps, BR scripts.
• Developing user friendly catalog items with experience writing orchestration workflows such as Content Management, Web Services.
• Utilized Orchestration to extend workflows to interact with systems and application code outside.
• Worked on Performance Analytics by providing actionable insight on each level and for every role using key indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards.
• Worked on Procurement Application in creating purchase items and full filling the catalog requests.
• Extensive experience of integrating Service Now with third party tools and implementation of SOAP and REST API.
• Customized the applications using Business Rules, Client Scripts, UI Action and UI Policies, External Dataload using Transform maps, etc., based on the application requirements and rolled out the customizations to upper environments using Update Sets.
• Configured Email notifications and created inbound email actions for various approval and service requesttasks.
• Developed Service Catalog items based on the project requirement provided by the stakeholders.
• Installed and Configured MID server to gather data on local network and devices to be available in ServiceNow.
• Worked on configuration of LDAP connection inServiceNow, LDAP servers to upload SSL certificate.
• Manage ITIL processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Customizing the workflows for various ServiceNow standard tables while aligning with ITIL V3 best practices.
• Creation of user accounts, groups, roles, creating new and updating existing catalog items. Created, published & retiring knowledge base articles.
• Worked on an Agile (Scrum,Kanban) Development Team to deliver regular updates to business team and project managers.
• Customized and created workflows for change management, Configuration Management, knowledge management and for service catalog items.
• Analyzed user requirements to improve system capabilities, automate process Workflows and addressscheduling limitations throughout the development and delivery of the ServiceNow.
• Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform rules, Alert rules, Incident Templates.
• Coordinated installation of ServiceNow upgrades and/or service packs. Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Created notifications based on user requirements and also configured inbound email actions to createincidents or requests.

Environment: Service - Now Helsinki, HP Quality Center, CSS, HTML, JIRA, CMDB, Confluence, MS SQLserver 2008

Confidential - Los angles,CA

ServiceNow Developer

Responsibilities:

• Worked on UI customizations for forms, lists and UI actions.
• Implements, documents and maintains the Service-Now platform. Maintains in-depth knowledge of IS service offerings and business needs to ensure recommended solutions are prescribed with the intention of increasing the efficiency and effectiveness of those service offerings.
• Tests, analyzes, collaborates and assists with translating business requirements into technical requirements to ensure a smooth implementation of new enhancements, applications or modules.
• Utilizes Java Scripting, HTML, CSS, and PowerShell to deliver solutions that automate and audit business processes.
• Utilizes best practices for development, conducts thorough testing, analysis, and certification of changes to Service-now. Ensures all assigned project tasks required for the implementation of Service-now are completed on schedule.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events, System and Upgrade logs).
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Workflow has been created to support the approval workflow and task assignment.
• Coordinated with various stake holders and offshore team on day to day issues.
• Technical implementation of variousService Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Worked as a Pre and Post installation consultant to define and implement industry (ITIL) best practice for the Service NowITSM Platform.
• 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.
• Educating end users on the usage of Service Nowapplications like incidents, problems and service catalogs.

Environment: Service Now Fuji/Geneva, HTML5, Java Script, JSON, SOAP, Web services, MS SQL Server, Integration, SCRUM.

Confidential

ServiceNow Developer

Responsibilities:

• Developed new Service catalog items and fix bugs in incident, problem and change management.
• Mentored offshore developers and getting the maligned with the process.
• Responsible for setting up the Change Management along with advanced customizations for Risk Assessment Calculator.
• Resurrected the existing ITSM process.
• Created Client Scripts, Business Rules, Script Includes UI Policies, UI Actions,Workflows and Email Notifications.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Maintained technical documentation for CMS Open text applications as per SDLC standards and procedures.
• Involved in creating and updating Access Control List (ACL) rules.
• Responsible for preparing design level, program-level and user-level documentation.
• Proposed and Implemented ITSM best practices in company’s environment.
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Built forms in Service Catalog Module. Created standard re-usable workflows.
• Adjusted ServiceNow import sets and transforms maps accordingly to ensure data entering ServiceNow tables matched the company outlined requirements.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.
• Responsible for analyzing, designing and developing business applications which involved customization.
• Workflow administration, data imports, custom scripting using JavaScript.

Environment: Service - Now Helsinki, HP Quality Center, CSS, HTML, JIRA, CMDB, Confluence, MS SQLserver 2008

Confidential

Web Developer

Responsibilities:

• Worked with team to develop layout, color scheme for website and implemented it into a final interface design with the HTML/CSS and JavaScript.
• Created webpages according to client's guidelines and standards throughout the development and maintenance of the website using HTML, XHTML, CSS and JavaScript.
• Established standards and best practices for coding and design.
• Extensively used CSS to change the styles to be used in future web layouts and debugging the errors issues with CSS.
• Used various adobe tools to improve quality of images.
• Designed web pages using XHTML and CSS/CSS2.
• Implemented functionality in JavaScript.
• Tested application on Internet Explorer 6.0 and above, Firefox, Opera and Google Chrome to achieve Cross Browser Compatible Issues.
• Converted Photoshop documents to table-less semantic XHTML, CSS.
• Performed Validations of XHTML and CSS (using Firebug, HTML Tidy, W3C validator).
• Incorporated Perl scripts to handle form submissions.

Environment: HTML5, CSS3, JavaScript, AJAX, XHTML, MVC,, XML, Responsive Design, Photoshop, Dreamweaver, JSON, DOM, Firebug, SQL, Oracle, Windows.