SUMMARY

• A ServiceNow Certified Administrator/Developer with 7+ years of work experience in the IT industry providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (ServiceNow, BMC Remedy, HP Suite of Products).
• Functioning as a ServiceNow Developer for the past 5 + years handling Technical Design Analysis, Impact Analysis, Development, Maintenance, Support Activities and Migrations.
• Experienced in all phases of SDLC including Analysis, Design, Coding and Testing.
• Extensive experience in configuring, customizing and implementing in ITSM, ITOM, ITBM, ITFM modules in Service Now.
• Experience in workflow Orchestration
• Strong experience in working on the ITIL Process Configuration like Incident and Problem Management, Knowledge Management, Reporting, Gauges in ServiceNow.
• Proficient in developing Client scripts, Business Rules, Web Service Import sets, Transform Maps & developing scripted web services.
• Expertise in creating the custom Applications, Modules in ServiceNow
• Experience in development of web applications Java, J2EE, Spring, Hibernate and Web Services (SOAP and REST based).
• Experience with DISCOVERY tool in ServiceNow to fetch the CI related information.
• Extensively worked on customizing Widgets in Service Now Portal using Widget Library, Angular JS.
• Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scriptsin ServiceNow.
• Experience in migrating between various environments in ServiceNow using Update Sets.
• Experience in loading data into ServiceNow using Import Sets.
• Experience in Implementing ServiceNow Discovery and CMDB and integrating it with change management.
• Experience in configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Experience in designing, configuring and customization of forms for various ITIL processes.
• Working experience with REST, SOAP, WSDL.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Expertise in FSM and CSM, Performance Analytics modules in ServiceNow.
• Extensively worked on customizing Service Now Portal, Managing the widgets and content. Creating new portal page templates.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements.
• Strong skill set in the Service Now suite development including SOAP/REST integration.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Working experience with relational databases like Oracle, MS SQL Server, MySQL.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Handled customer demos and RFC’s for new ServiceNow clients, and accounts.
• Experience in diagnosing performance degradation.
• Working knowledge of Agile Scrum, Iterative and Spiral methodologies.
• Strong experience on testing methodologies and experience on preparation of test plans, and support for Integration Testing & UAT.
• Piloted ServiceNow initiatives in conceptualizing and implementing robust and effective solution designs for the organization’s ServiceNow COE (Center of Excellence).

PROFESSIONAL EXPERIENCE

Confidential, Dallas, TX

ServiceNow Admin/Developer

Responsibilities:

• This project PC refresh deals with any returns or replacements of the hardware models to the business. The design consists of an Order guide of service catalog that implies to Hardware catalog to tie the hardware models together. An inbound and outbound Integration that triggers from the workflow is designed to send/receive the information from the 3 rd party vendor called OrderNow. This project is a grand success with implementation of PC refresh in 16 countries.
• Created Complex scripted Workflow XML to trigger the Outbound Integration to 3rd party.
• Generated WSDL and used it as a communication between two parties using SOAP message framework.
• Developed custom automation through ServiceNow Business Rule scripting to trigger orchestration of VM cloud.
• Customized Change/Problem/Incident forms as per client requirements.
• Managed technical development validation for monthly cloud provision deliverables.
• Worked on the translation of ITSM portal using sys traslated text table and managed to translate 21 catalog items into 4 different languages.
• Developed complex work flows/Sub workflows as part of Service Catalog Items.
• Worked on configuring, customization of Project management as per the requirements
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
• Customized virtual machine base attributes in line of scope deliverable requirements
• Developed UAT validation process utilizing ServiceNow Azure and AWS cloud intake tables and system logs to confirm REST callback status.
• Collaborated with client network team to accept REST endpoints for JSON object consumption into ServiceNow orchestration Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in ServiceNow.
• Creation of Access Control List with the help ofScripting.
• Search, populate, and customize the knowledge base.
• Design, Develop and Implement SLA infrastructure.
• Created custom widget in Service Now Portal using Angular JS and Service Now API
• Troubleshoot and fix Performance related issues with existing CMDB and Discovery configuration.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrateServiceNowwith internal/ external systems and tools.
• Create an Access Control rule (ACL) to give permissions to a specific role.
• Responsible to look over Globally Service Now Issues and give trainings for Incident/Problem/Change according to the business needs and updates.
• Involved in cloning between various environments in ServiceNow
• Showcased flexibility in development scripting while completing newly introduced requirements ahead of deadlines.
• Created Technical and functional documents for the IPC module customizations.

Confidential, Dallas, TX

ServiceNow Developer

Responsibilities:

• Involved in requirement gathering, analysis, and designing phases.
• Creating UI Pages through Content Management.
• Developed Client Script, Business Rules, Script Includes, UI Policies and UI Actions
• Creating and maintaining Access Control Rules and maintaining system security.
• Involved in theServiceNowinstance upgrade activities.
• Worked on ServiceNow Discovery tool to identify IP - enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Created transform maps both automatic field Mapping andScripting.
• Designs the most complex user system interfaces and business application prototypes.
• Worked onDISCOVERYand set up mid servers and check for the connectivity, Became an expert in troubleshootingDiscoverytool.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Involved in Implementation, Customization and Maintenance of ITIL Applications such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Involved in configuring the Business Rules, Client Scripts, UI Policies, Access Lists in Service Now.
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Created and Consumed REST Web.
• Utilized Java Scripting, HTML, CSS in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes. to customize the instance as per Business needs.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Moving Update sets from non-production to production.
• Upgrading instance from Eureka to Fuji.
• Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in ServiceNow.
• Implemented Salesforce.com web services client using Sales force web services API, Java, XML and partner WSDL.

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Deploy new releases and enhancements into the Service Now live environment.
• Implement ITIL v3 aligned processes in ServiceNow.
• Implement CMDB in ServiceNow.
• Establish and interact with CMDB, and manage data with import sets, update sets and transform maps.
• Propose ServiceNow best practices to maintain life cycles of Incident, Management, Problem.
• Management, Knowledge Management, User Administration, Configuration and Asset Management.
• Work with business users to identify and refine business requirements and workflows.
• Developed Web service and REST interfaces both inbound and outbound to SN to address third party application integrations SCOM, HPOO etc.,
• Developing AJAX script includes addressing the platform wide client-side scripts.
• Reporting to include data extraction, import/export data, publishing, distribution, cataloging, report scheduling.
• Maintain Single Sign-On integration.
• Customize forms as per business requirements.
• Create new service catalog requests and items with variables.
• Maintain integrity of the multiple instances of Service-Now.
• Maintain the integrity of the Service-Now across production and non-production environments.
• Create and use update sets to move customizations between systems
• Search, populate, and customize the knowledge base
• Create an access control rule (ACL)
• Implement ITIL v3 aligned processes in Service-now
• Work closely with the technology, operations and business to gather enhancements and defect fixes in the Service-Now platform.

Confidential

Software Engineer

Responsibilities:

• Responsible to look over Globally ServiceNow Issues and give trainings for Incident/Problem/Change according to the business needs and updates.
• Responsibility to monitor the ITIL Service delivery via process mapping audits and design the procedure.
• Providing solution and standardized the ITSM process in bid management for to satisfy the customers.
• Responsibility to work with Project management to improve the daily base operation.
• Responsibility to update the dash board and make visibility to all employees and reporting tool.
• Handling Day to day IM/PM and CM tickets according to the Priority.
• Coordinate Problem Management team and Incident management
• Find root cause analyzing about the fail changes and the services.
• According the RFC, need to raise the changes and handle the Technical team/Operational team
• Conduct employee focus groups to ensure a thorough understanding of the issues.
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.
• Responsible to Track and analyze unsuccessful changes to bring about process improvement with the help of frame work Remedy.
• Responsible to Develop, evaluate and present the weekly and monthly change management metrics to Executive management.
• Responsible to provide and present the monthly Change Cost Analysis report of the customers to the accounts management team.
• Develop a set of actionable and targeted change management plans - including communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan.
• Work with project teams to integrate change management activities into the overall project plan.
• Find root cause analyzing about the fail changes and the services.
• According the RFC, need to raise the changes and handle the Technical team/Operational team
• Conduct employee focus groups to ensure a thorough understanding of the issues.
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.

Confidential

Software Intern

Responsibilities:

• Worked on BMC Remedy ITSM- SMAS (Service management automation support) release project.
• Responsible to gather requirements according to the client needs and documentation for Remedy enhancements and issue fixes.
• Defines project scope and objectives, coordinates activities of a project team, and identifies resources and develops detailed work plans, schedules, project estimates, resource plans, and status reports.
• Responsible for preparing project reports and summaries as requested by department managers, handling scheduling, and conducting/facilitating project meetings.
• Provides technical and analytical guidance to project team and recommends and acts to direct the analysis and solutions of problems according to the business needs.
• Manage outages, driving and coordinating resolution, including calls, escalation and notification to all senior and executive stakeholders across the firm, as well as coordinating all incident support activities
• Provides input into performance management and career development processes, and staffing and disciplinary actionsand Responsible to ensures service scope, SLAs and other agreements are reviewed on a regular basis, ideally at least annually.
• UAT coordination and Build UAT test plan, Training materials and UAT develop test scripts
• Involvement in identifying business requirements, collection of use cases, process design, work flow mapping, testing, training and implementation support according to the business needs.
• Enhance the project management process to achieve business objectives
• Helps to plan the deployment, during the design stage of the process lifecycle, in conjunction with personnel from other teams and functions
• Need to provide reporting and metrics to Business unit IT Portfolio Manager, Engagement Manager and business unit management on program initiatives.
• Facilitate communication between business and technical staff to ensure effective and efficient implementation and communication of results
• Responsible to handle the Incident and problem management operation and monitor the trend and work flow of tickets through BMC remedy tool