SUMMARY

• A Qualified Professional with around 4years of IT experience with 3+years of experience in Service Now platform as both Developer and Administrator.
• Good understanding of IT Help Desk and service management along with good understanding of the ITIL, ITOM framework.
• Great experience in Helsinki, Istanbul, Jakarta and Kingston versions of ServiceNow.
• Hands on experience in creating custom Applications, Modules and Tables.
• Extensive experience in implementation of Business Rules, Data Dictionary, Client Scripts, UI Actions, UI Policies and Validation Scripts in ServiceNow.
• Wide range of Implementation experience with many global Clients in the ServiceNow suite development including SOAP/REST integrations, Discovery, Service catalogs, Business Rules, Update sets and Workflow.
• Functional Knowledge and implementation experience of ITSM Framework.
• Expertise in importing and Exporting of data in ServiceNow.
• Created various Workflows for process applications for Incident Management, Change Management, Problem Management, HRSM, Service Requests and SLA’s.
• Worked on leading HRSM product of ServiceNow and majorly focused on boarding solutions, lifecycle of employees, organizational enterprise service and HR Cases handling and managing with large scalable solutions.
• Expertise on Creation of Workflows for Service catalog items in ServiceNow.
• Experience in creating and maintaining Access Control rules for securing and providing the right access to right person/role.
• Good knowledge on SMTP, Windows Management Instrumentation (WMI) working process in Discovery.
• Excellent Knowledge in Configuring Email Notifications and Scripting Inbound Email actions.
• Experience with Web Technologies such as HTML, JAVASCRIPT, XML and Web Services.
• Experienced in CMDB integrations and Responsible for building the CMDB integrations with the enterprise monitoring and service management tools.
• Good Knowledge of ITIL V3 and ITSM best practices. Experience with ServiceNow integration using SSO, LDAP, MS Active Directory, ADFS, and web services integrations.
• Experienced in managing both low and high - severity incidents across the entire incident life-cycle in accordance with Resolution and Restoration SLA’s.
• Experience in developing Crystal reports and converting crystal reports to Business Intelligence and Reporting Tool (BIRT) reports for web applications.
• Strong analytical and problem-solving skills with the ability to clearly interpret and communicate facts and data.
• Excellent team member with a strong ability to lead and balance multi-project workload.
• Hard working, highly motivated, and reliable individual with a constructive approach to the business, client and to other team members.
• Aptitude for learning and rapidly mastering new applications and technology, ability to work under pressure and meet deadlines.

TECHNICAL SKILLS

ServiceNow Tools: ServiceNow, Helpdesk, Customer Service Management, Asset Management, ITSM, CMDB, Office 365.

Operating Systems: Windows, Unix, Linux.

Methodologies: Agile, SDLC

Programming Languages: C, C++, JAVA.

Web Technologies and Tools: Java Script, Java, HTML5, XML, CSS, Angular JS, AJAX, JSON.

Databases: Oracle, MS SQL Server, MS Access

Servers: IIS5.0, Apache Tomcat, Web Logic, Servlets

PROFESSIONAL EXPERIENCE

Confidential - Nashville, TN

Service Now Developer/Admin

Responsibilities:

• Monitored and performed ServiceNow admin activities which involve homepages, user and group administrations, form and list views, banner changes, reporting and dashboards.
• Involved in creation and modification of various Business Rules/Script Includes/Client catalog script/Client Script/UI Policies/UI Actions/UI Scripts etc.
• Worked on development of Service catalog - catalog items, order guide, record producers, requirement fulfillment processes, designing workflows, and execution plans.
• Responsible for effectively implementing ServiceNow Enterprise level Applications as per Business requirements for ITOM/ITSM processes
• Knowledge and practical experience in apply best practices for IT Service management (ITSM) such as those in frameworks of ITOM, ITIL and have experience in requirements elicitation, project management and agile development.
• Customized and created Knowledge bases and knowledge form, defined workflows, created new topics and categories.
• Created various SLA as per client requirement with the Incident Management applications.
• Setup and maintenance of MID servers in both windows and Linux environments, worked on clustering multiple MID servers, checking their connectivity, state and health.
• Experience in running HR reports to view the status of HR cases, track them, and intervene where required, to improve overall efficiency and effectiveness.
• Good working experience with HR Service Portal.
• Activated and set up of the discovery plugin. Worked on Discovery module to discovery IBM Mainframes and its related components (LPAR, DB2, CICS, and MQ) and populate them in the CMDB.
• Wrote custom probes and sensors to fetch information from the mainframes. Probe commands were based on Power Shell and Perl. So successfully ran Perl commands through a probe which is OOB. By installing required software, changing properties and by adding some scripts.
• Worked on Business Service mapping. Wrote scripts in these map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.
• Setting up Configuration Management from scratch. Creating new table for components/devices which the OOB tables don't support, defining the CI classes and their relationships.
• Have taken part in Data loading of CI Attributes for CMDB using transform mapping and Import Sets calling multiple scripts includes for processing the attributes and loading them in CMDB.
• Wrote custom workflow for Change Management process to run the approvals and Task as per the Change Request Type.
• Created Inbound Email Integrations for creation of Service Requests and Incidents for event management.
• Worked extensively on LDAP integrations for obtaining users and groups. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Have worked upon the SSO Integration using Digest token and customizing the Login process to Service- Now using SAML 2.0.Experience in configuring Access Control Lists (ACL).
• Responsible in building Catalog items in ServiceNow, building SLA and generating Reports in ServiceNow.
• Experience in Instance up gradation Jakarta to Kingston Planned the required steps and followed the required protocols to achieve successful up gradation of instances.
• Created Update Sets to migrate customizations from one instance to another instance.
• Monitored (server and application) health and the performance, availability, security, and integrity of the application and data; and made recommendations to improve application's functionality or performance; and periodically generate reports based on analysis/interpretation of monitoring activities.

Environment: ServiceNow, ITIL, ITOM, HTML5, Java script, glide script, HTML, CSS, Integration, Web Services, discovery, CMDB, LDAP.

Confidential - Merrimack, NH

ServiceNow Developer

Responsibilities:

• Worked on End to End implementation of Discovery.
• Maintained the Configuration Items and modified the forms and form Sections.
• Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials.
• I pretty much involved in doing Customization in HR employee Change Process include Design Stage Process in Outlining high-level of Process Flow, Create or Customized HR Change Record (in Record Producer), Create a workflow to process request.
• Worked on Customizing HR Profile information and you can use events to launch workflow processes, typically when a new HR change record is Created.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Created Dash boards on requirement.
• Reported inconsistency of form fields and maintenance of CMDB CI's.
• Gave suggestions to how the data needs to be moved from one Instance to the other using Update sets.
• Worked on end to end implementation of CTI Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the Service Now platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.

Environment: JavaScript, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, I Frames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential

ServiceNow Developer

Responsibilities:

• Discussing the business requirements with clients and documenting them into process requests.
• A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management.
• Created Buttons and context menus both on form and lists using UI actions.
• Written script includes and invoked them in Business rules and client scripts.
• Imported many CI’s using import set tables.
• Created transform maps both automatic field mapping and scripting.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Built forms from scratch along with advance customizations at the level of UI Macros/UI page as per the complex requirements.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Responsible for the ServiceNow tool administration module and creation of new Users, Roles, IT Services, Application, Business Services and Rules.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Developed SLA and reporting.
• Design and Implementation of service requests through service catalogue in ServiceNow.
• Configured Email, inbound and outbound email actions and developed mail scripts on need basis. Worked on Knowledge articles, incidents, CMDB and dictionaries.
• Involved in defining the Problem Management process in the firm and ensure stability in the IT plant by having a robust Major Incident management process.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Creating catalog items, workflows, inbound emails actions and update sets for service.
• Developed UI Actions, script includes and Business rules for overall platform requests.
• Assisted in Release Management during product and patch releases.
• Receives, logs and allocates a priority to all requests for changes
• Follow up with clients and customers on process requests, special requirements etc.

Environment: ServiceNow, java, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, MS SQL server-2008.

Confidential

Java Developer

Responsibilities:

• Analyzed the requirements based on business data and user requirements.
• Implemented the modules using Model View Controller (MVC) design pattern.
• Developed GUI related changes using JSP, HTML and client validations using Java Script.
• Developed the application on Tomcat server at the client location.
• Involved in various stages of the project life cycle primarily design, Implementation, testing, deployment and enhancement of the application.
• Designed and developed web pages using HTML and used JavaScript for the client-side validation.
• Developed data model and stored procedures.
• Responsible for testing of application on various levels like integrations and system testing by utilizing various methodologies

Environment: Java, HTML, JavaScript, Apache Tomcat, Eclipse, MS SQL.