SUMMARY

• Over 12 years of IT experience in ServiceNow (3.5 years) and SAP applications (12 years)
• Experience in ServiceNow information and data architecture, system upgrades, requirement analysis, solution design, enhancements, implementation and support.
• Good interpersonal relations, strong communication skills, hardworking and high level of motivation.
• Experience Techno - Functional consultant with a solid understanding of various business vertical and processes.
• End-to-End Development and Customization - Incident/Problem/Knowledge/Change/Service Catalog/Discovery/CMDB, Asset Management, Password reset Orchestration, Mid server configuration, LDAP integration- per ITIL processes and policies.
• Good knowledge on System UI, System Properties, System Update Sets.
• Experience in migrating the changes across various environments in ServiceNow using Update Sets.
• Experience on creation of workflows for Service Catalog items in ServiceNow.
• Worked on configuring the Business Rules, Client Scripts, UI Policies, UI Actions, SLAs in ServiceNow.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Workflow
• Developed solutions using JavaScript, Web Services and other web technologies to integrate ServiceNow with internal/external systems and tools.
• Extensive experience on integrating ServiceNow with 3rd party tools and implementation of SOAP and REST API communication in and around ServiceNow.
• Capable of learning quickly and delivering solutions as an individual and as part of a team. Self-motivated Team player with excellent interpersonal and communication skills.

TECHNICAL SKILLS

• Incident Management
• Change Management
• Problem Management
• Service Catalog
• Knowledge Management
• User Management
• CMDB
• Asset Management - Hardware Asset Life Cycle Management
• Orchestration
• Discovery
• Mid server installation
• Reporting
• Databases: HANA
• MySQL
• MSSQL

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Consultant

Responsibilities:

• Responsible for implementation and administration of Incident Management/Change Management/Problem Management/ LDAP/AD user administration and Service Catalog.
• Service Catalog design and implementation
• Major hands-on work on Script includes, Transform maps, Client scripts, Scheduled jobs, Business Rules, UI Actions, UI Rules, Access Control lists(ACLs), UI Macros, Workflows and approval Tasks.
• Performed integrations and process automation using ServiceNow Orchestration
• Documented technical, processes flow and prepared user guidance docs in the Knowledge base
• Deployed enhancement and releases into production ServiceNow environment
• Involved in documenting platform defects and worked with the vendor for analysis raising HI Support tickets in the ServiceNow support and addressing them.

Confidential, Naples, Fl

ServiceNow Consultant

Responsibilities:

• Performs end - to -end implementation from Requirement gathering to Go Live and Support
• Used Business Rules, UI Actions, UI Policies and Transform Maps.
• Configured the Email notifications, inbound and outbound. And given the desired conditions as to when the email needs to trigger and who receives it.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.

Confidential, OH

ServiceNow Consultant

Responsibilities:

• Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes. Developed transform map scripts, scripted web services, business rules, Inbound/outbound SOAP/REST, Client scripts as per client requirements
• Involved in implementing application scoping for in built applications by client
• Implemented and supported Change management
• Involved in Coding, testing, debugging, implementing and documenting moderately complex programs
• Build service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service
• Used scripting tools and Service Now functionality to create script to automate rote tasks being done in ServiceNow

Confidential, Dallas, TX

ServiceNow Consultant

Responsibilities:

• Customization of form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog
• Integrated ServiceNow with 3rd party tools and implantation of SOAP and REST API
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5
• Implemented Software Asset Management (SAM) Extensions plugin automatically on all new instances of ServiceNow.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after Discovery tool runs a scheduled job.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record

Confidential, Houston, TX

ServiceNow /SAP BW Consultant

Responsibilities:

• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use
• Utilized Java Scripting 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
• Designed, customized and configured workflows, views, hierarchy, created Import sets, transform maps both automatic field mapping and scripting
• Created various outbound Email Notifications using Email Templates
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business process
• Configured SLA and OLA to define certain levels of service from both internal and external providers