SUMMARY:

• Around 7 Years of IT Experience with 5 (five) End to End Implementations of ServiceNow.
• Experience in Installation and Configuration of different modules of Service - Now.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Hands on experience developing CMS in Service Now.
• Created Knowledge articles & mentored & trained business users & Helpdesk users on ServiceNow platform.
• Worked on CMDB and Asset Management in providing better scope of understanding on the inbound and outbound of assets.
• More than 6 years of experience in Configuring Applications using ServiceNow tool, used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Participated in workshops with ServiceNow partner teams to help companies implement Service Now using best practices in ITSM.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Development experience adhering with SDLC processes like Waterfall, Agile, Test Driven Development
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.

TECHNICAL SKILLS:

ITIL: ITSM, Service Now, JavaScript, HTML, CSS.

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML

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

Databases: MySQL

Database Tools: SQL Client, TOAD, SQL Developer

PROFESSIONAL EXPERIENCE:

Confidential, Menlo Park, CA

Developer/Lead

Responsibilities:

• Worked on Custom Application for Application Enhancement Management for SAP team.
• Cleared the GAPS that were found while migrating from Express version of Service-Now to Enterprise Version.
• Worked on Orchestration for On-Boarding and Off-Boarding of users using LDAP integration and business logic.
• Worked on Email Integration with VCOM for Cell Phone provisioning as well as incident creation for end users.
• Worked with the ServiceNow functional and admin teams in the design, development and implementation of ServiceNow applications, provide architectural input and maintain stability of the overall platform by ensuring the appropriate design and development standards are used always.
• Support and development of ServiceNow platform and related applications with the IT Service Management implementation team to build ITIL and “best practice” process workflows within ServiceNow
• Experienced in developing custom applications within the ServiceNow platform from the ground up.
• Experienced administering a ServiceNow instance including the delegation of groups, workflows, business rules, UI pages, UI actions, UI policies, ACLs, catalog items and updates of all other existing solutions requiring revisions.

Confidential, Pleasanton, CA

Developer/Admin

Responsibilities:

• Upgraded the instance from Helsinki to Jakarta, Troubleshooting of Service Portal.
• Implemented Mobile App for Service-Now and customized the Push Notifications.
• Worked on multiple projects like CSAT (Customer Satisfaction), ILM (Identity Life Cycle Management), Orchestration of On-Boarding and Off-Boarding for HR.
• Implemented Multiple SSO for the use of Mobile App.
• Worked on Test Management Suite, Guided Tours and CAB Workbench in Jakarta.
• Implemented Contract Management application for the asset team.
• Provided Training for the Off-shore team on a regular basis to complete some manual tasks.
• Providing software customization including, but not limited to: screen tailoring, workflow administration, report setup, data imports, integration, custom scripting and third party software integrations.
• Overall responsibility for the successful planning, execution, monitoring, control and closure of all Technical tasks related to configuration and implementation of all aspects of the Service-Now System.
• Develop, design and implement new functionality including applications modules, workflows and catalog requests.
• Update & maintain a comprehensive testing protocol for Service-now instance upgrades with the purpose of certifying all applications for use after the upgrade.
• Maintain technical knowledge Service-Now while taking ownership of developing new and maintaining existing solutions.
• Consult with the stakeholders to formalize the service request process and requirement, define the service request and service level agreement.
• Efficient and effective throughput of delivering of new enhancement request ranging from new and modification of Service Catalogs, configuration and functionality changes and administration

Confidential, Dublin, OH

Developer/Admin

Responsibilities:

• Worked as an administrator to look after the day to day tickets and resolve them on priority basis.
• Worked on troubleshooting of the automation process for asset imports as well as the user access and termination requests.
• Developed On-Boarding and Off-Boarding service catalog and automated the process of removing access for all the applications the user was given access to.
• Automated the asset import using scheduled jobs and thought the use or transform maps and scheduled jobs.
• Worked on LDAP integration to update the users and groups.
• As a team lead gathered the requirements for the projects and assigned them to the team members and fulfilled the project within the timeline.
• Created several reports based on the requirement and also build dashboards based on the reports.
• Worked on enhancements of the service catalogs and record producers.
• Created knowledge articles to the users after each and every enhancement as a reference.
• Worked on Discovery to update and insert asset information on a regular basis.
• Worked on CMDB and Asset management to regulate and troubleshoot the servers.
• Balanced the load of integration data via various kinds of API’s for more than 100 applications throughout Omnicare.
• Worked on Bulk manual termination of employees via scripted workflows.
• Wrote business rules which creates an event, or manually creates a request, requested items, and tasks to disprove access.

Confidential, Pleasanton, CA

Developer/Admin

Responsibilities:

• Worked as a developer for an End-To-End development for a re-factoring project, resolved many issues and worked on CMDB Management to resolve issues that were a major defect in Confidential .
• On requirement provided solutions to the Asset Management team in re-building the workflow for in and out of an asset.
• Worked on huge Workflow design for on boarding and off-boarding of a partner/ employee/Contractor based on the requirements provided by the teams.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Worked on Discovery in order to re-locate the devices that were irregularly managed and found a solution in resolving the issues with using the discovery tool for a better use.
• Worked on the latest release EUREKA which is the advanced release and discovered Service-Now upgrades.
• Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.
• Worked on creating project templates and roll up calculations for tasks and sub tasks using Project Portfolio Management module.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations
• Documented all implementations and best practices defined within team.
• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Developed and improved user systems procedures, and prepared systems documentation.
• Worked on BLISS/Keystone Ops Console Request for 3rd party bank users to get access into Service Now.
• Was a part of SSO Integrations to provide single sign on access to Service Now instances using OKTA

Confidential . Portage, MI

Developer/Admin

Responsibilities:

• Worked on End to End implementation of Discovery.
• Maintained the Configuration Items and modified the forms and form Sections.
• Worked on Configuring the IP Addresses to help find out the UN discovered CI's into CMDB.
• Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials.
• 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.

Confidential - Atlanta, GA

Developer/Admin

Responsibilities:

• 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 ServiceNow platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.