SUMMARY:

• I have almost 5+ years of experience working on ITIL frameworks like the Incident management, Problem Management, Change Management, Knowledge Management, Asset Management methodologies.
• I also worked on Workflows, updating the ServiceNow versions, Implementations, Service Catalogs and other modules of ServiceNow in various projects.
• Also, experience in all phases of Software development and ITSM process implementation that includes requirements gathering, analysis, design, development, testing, maintenance and migration.
• Experience in designing, developing, configure, customizing & administrating ITSM suite of applications.
• Experience developing ServiceNow applications from business requirements and technical design documents.
• Experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Experience in working with Workflows, Import Sets, and Update Sets.
• Experience increating and configuring the SLAs as per the requirement.
• Experience in integrating ServiceNow with various Java based Web services, JIRA, BMC Remedy.
• Worked on schedule jobs, events and triggers to manage business needs and created service catalogs and its workflows.
• Understanding of the following areas of ServiceNOW - Workflow Editing, Report Generation, Performance Analytics, Update Sets, Glide Records and System and CMS
• Understanding of the following technologies - javascript, sql, HTML, CSS, Webservices API (SOAP or REST), PowerShell, JSON, XML
• Experience working with both Agile and Scrum development process
• Strong aptitude for picking up new technologies through self-education
• Experience in translating business case analysis into functional requirements.
• Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance and automated the process.
• Experience in migrating between various environments in ServiceNow using Update sets.
• Experience in Integrating External Webservices and SOAP based Webservices, API and Emails.
• Experience in loading the data into ServiceNow using import sets.
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Expertise on creation of workflows for Service Catalog items in ServiceNow
• Experience using DISOCVERY tool to fetch CI related information.
• Experience of LDAP and Active Directory
• Knowledge in using Glide Scripting for creating UI Action and business rules.
• Functional knowledge and implementation experience of ITSM frameworks.
• Research and deploy new releases and/or enhancements into the ServiceNow environment.
• Experience working with various versions of ServiceNow Eureka, Fuji, Geneva.
• Experience in generating the reports in ServiceNow as per the requirements in ServiceNow.
• Strong experience in web application development using HTML, JavaScript, Java, CSS, Jelly.
• Working experience with relational databases like Oracle, MS SQL Server, My SQL.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes, Waterfall and Agile, Scrum.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

PROFESSIONAL EXPERIENCE:

Sr Developer

Confidential, Seattle, WA

Responsibilities:

• Create, monitor, modify, and publish service catalog workflows with approvals.
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Involved in redesigning the workflows using Service-Now workflow editor.
• Involved in reconciliation of complicated workflows to simpler form.
• Worked on creating the UI pages to use them in catalog items using the UI Scripts.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Created SLA's definition and its properties.
• Configured workflows and notification conditions for SLA.
• Developed UI Appearance for Service Catalog Requests.
• Build reports, gauges, and home pages.
• Used Record Producers to create Incident and Change.
• Create and use update sets to move customizations between systems.
• Working on converting a running customer complaint site in PHP to Service Now CMS project.
• Used ACL's for controlling the security mechanism in Service Now.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Responsible for administering the Service-now Instances and Clone Scheduling Process.
• Working with Complex workflows in Service Catalog for interaction with Third Party Sources.
• Handling Production support tickets and assigning them to appropriate teams.
• Worked on CMDB.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.

Environment: Service Now, Asset Management, Incident Management, ITIL, HTML5, Java script, Jelly Script, Web Services, HTML, CSS, CMDB.

Developer

Confidential, New Brunswick, NJ

Responsibilities:

• Hands on Experience Working with the Business Team to gather the Requirements for AS-IS and perform the operations successfully for TO-BE process.
• Develop and manage application code, User Interface, and third-party integration components.
• Hands on Experience in Designing the Network Design Methodology configuration and worked on Devices and as well as the Configurable Items (CI's).
• Experience in maintaining the necessary development documentation as needed (ex: technical design, developer notes etc.).
• Experience in performing the core configuration tasks including system policies, business rules and client scripts.
• Well-versed in performing day to day activities of the administration of the Service-Now tool and maintaining the business services and configuration item relationships in Service-Now tool.
• Hands on experience working on the IP networking, Devices, Network design.
• Hands on experience in creating tables, managing the users, groups and the roles.
• Expertized in developing new applications from beginning to end.
• Expertized in defining and managing the Client Scripts, UI Policies, UI actions and Data polices to maintain the form and work as per the business requirement.
• Expertized in developing and executing the plans and procedures for the data conversion, customer acceptance criteria and the Installation strategy.
• Well-Versed SME (Subject Matter Expert) on Incident Management, Change management process and the Knowledge article.
• Experience in defining the SLAs (Service Level Agreements), notifications and reports.
• Hands on experience on Moving the data in and out of an instance using import sets and transform maps and also auto imports of data into Service-Now.

Environment: s: Service Now Eureka, Fuji, Client Scripts, UI Policies, UI actions, SME.

Developer

Confidential, Roseland, NJ

Responsibilities:

• Implemented Core configuration changes to the platform as well as supporting applications.
• Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events, System and Upgrade logs).
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements.
• Team Progress Tracking.
• Incident Management and Problem Management activities.
• Reviewing SLA performance and recommend corrective action.
• To follow up on escalations and issues with clients and management.
• Prepare Outage reports.
• Performing and communicating Daily health checks to Management across Clients.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements.
• Worked as an Architect to in corporate the requirements in the Service Now tool in an optimal way.
• Coordinated with various stake holders and offshore team on day to day issues.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Service Now with other systems and customization.
• Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Developed Team Performance and involved in grooming & mentoring team members on various processes.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Educating end users on the usage of service now applications like incidents, problems and service catalogs.

Environment: CMDB, Service Now, CSS, Java Script, HTML, SOAP, JSON, XML, Agile, AJAX, Shell scripting, Integrations, ITIL, Web services.