SUMMARY:

• A ServiceNow Certified Administrator with 6+ years of work experience in the IT industry with expertise in ITSM suite (ServiceNow, BMC Remedy, HP Suite of Products).
• Functioning as a ServiceNow SME and Technology Lead for the past 3.5 years handling Technical Design Analysis, Impact Analysis, Maintenance, Support Activities and Migrations.
• Proficient in developing Client Scripts, Business Rules, UI Policies, Scripting Rules, Web Service, Import sets, ACL, Java Scripting, Transform Maps & developing scripted web services.
• Expertise in implementing end - to-end Service Catalog, Incident Management, Problem Management, Change Management, Service Level Agreements and monitoring Platform Performance.
• Experience working in different Service Now implementations.
• Well versed with Agile/Scrum Methodology to implement ServiceNow Platform leveraging ServiceNow module in SN.
• Developed solutions using JavaScript, Ajax, Web Services, SOAP, REST and other web technologies to integrate ServiceNow with internal/ external systems and tools like HPSM and Remedy.
• Experience in all phases of SDLC including Requirement Gathering, Analysis, Design, Coding, Testing and Implementation.
• Working experience with relational databases like Oracle, MS SQL Server.
• Strong experience on testing methodologies and experience on preparation of test plans, and support for Integration Testing & UAT.
• Experience in implementing, monitoring, analyzing, and supporting service management processes and tools with good experience in the IBM Netcool and HP suite of products with specialization in event co-relation and notification software.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Hands on experience in web development using HTML, JavaScript and CSS
• Strong skill set in the Service Now suite development including SOAP/REST integration.
• Enabled and Configured Single Sign-On in ServiceNow.
• Worked on the ServiceNow Versions EUREKA, FUJII, Geneva.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations.

PROFESSIONAL EXPERIENCE:

ServiceNow Developer

Confidential, Fairfax, VA

Responsibilities:

• As a Senior ServiceNow Developer, Involved/Contributed in the following activities:
• Create/Modify Service Catalog items and work flows.
• Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts, UI Policies, Script includes and ACLs in ServiceNow.
• Customized/Created email notifications - Designed email templates using html and jelly scripting.
• Worked on enhancing Incident, Change, Project, Knowledge, Workflows and Catalog items
• Created Record Producers and Order Guides.
• Created Inbound email actions - Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Developing AJAX script includes addressing the platform wide client side scripts.
• Created and Consumed REST Web Services during the integration of ServiceNow with third party Infoblox.
• Responsible to look over ServiceNow Issues and given trainings for Incident/Problem/Change according to the business needs.
• Developed SOAP Web Services to integrate ServiceNow with Remedy.
• Implemented and Configured CMDB in ServiceNow.

ServiceNow Admin/Developer

Confidential, Hilsboro, OR

Responsibilities:

• Deploy new releases and enhancements into the Service Now live environment.
• Implement ITIL v3 aligned processes in ServiceNow.
• Implemented and Configured CMDB in ServiceNow.
• Implementation of different modules of ServiceNow as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs.
• Developing integrations both inbound and outbound using SOAP & REST.
• Configure ServiceNow CMDB, and manage data with import 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 SOAP Web service to integrate Service Now with HPSM
• Developing AJAX script includes addressing the platform wide client side scripts.
• Developing AJAX script includes addressing the platform wide client side scripts.
• Configuring Multi provider SSO with SiteMinder.
• LDAP Data Population and developing transform script to load data to SN User table.
• Reporting to include data extraction, import/export data, publishing, distribution, cataloging, report scheduling
• Customize forms as per business requirements.
• Created new service catalog items and designed the layout
• Maintained the integrity of the Service-Now across production and non-production environments.
• Created and use update sets to move customizations between systems
• Search, populate, and customize the knowledge base
• Work closely with the technology, operations and business to gather enhancements and defect fixes in the Service-Now platform.

ServiceNow Engineer/Process Consultant

Confidential, Pleasanton, CA

Responsibilities:

• Responsible to look over Service Now 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.
• 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.
• Developed 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 in particular 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.

PL/SQL Developer

Confidential, Red Cross, DC

Responsibilities:

• Interacted with the Business Analysts in understanding the business requirements for the project.
• Knowledge and experience in structured systems analysis and design techniques.
• Developed database objects including tables, Indexes, views, sequences, packages, triggers and procedures to troubleshoot any database problems.
• Developed PL/SQL Packages, Procedures, Functions, and Database Triggers to meet the business requirements.
• Involved in the Analysis, Design, Coding and Testing of the application.
• Supported for code integration and system integration testing for this application.
• Gathered the requirements from the users and analyzed their business needs and created SRS documents.
• Handled Exception extensively for the ease of debugging and displaying the error messages in the application.
• Design and development of conversions, interfaces, customizations, Custom Forms, Reports and all Technical design and solutions.
• Involved in SDLC including designing, coding and testing.
• Used Ref Cursors and Collections for accessing complex data resulted from joining of large number of tables.
• Created Indexes for faster retrieval of the customer information and enhance the database performance.
• Wrote complex SQL queries including inline queries and sub queries for faster data retrieval from multiple tables.

Environment: Oracle 10g, SQL, PLSQL, TOAD, Oracle Forms 10g, Reports10g, JDBC, Java

Database Developer

Confidential, Oklahoma City, OK

Responsibilities:

• Captured the logical design of the database using Oracle Designer.
• Loaded data from external flat files into the targeted database using SQL*Loader.
• Developed UNIX Shell Scripts to interface with database server, change environments, schedule events like auto shut down of server, run specific tasks in off peak hours.
• Worked on transformation of files using FTP to all UNIX servers at one time.
• Interacted with users and modified existing reports for code and output as per requests.
• Developed new reports for business analyze using Oracle Reports and Discoverer.
• Used DBMS JOB and DBMS SCHEDULER for job scheduling.
• The front end Oracle forms are driven by PL/SQL stored procedures using REF CURSOR, PL/SQL records and tables in Oracle 9i in Windows 2000 and moved for Production in Solaris.
• Developed multi block layout forms and loaded data through Oracle Forms 9i collected from the users.
• Deployed reports over the intranet and internet using Application Server.
• Involved with end users to make enhancements.
• Developed PL/SQL code to customize forms pertaining to Contracts and data load.

Environment: Oracle 9i, Developer Suite 9i, SQL, PL/SQL, TOAD, SQL*Loader, UNIX, Reports 9i, Forms 9i