SUMMARY:

• Around 6 years of experience in IT industry with very good experience in ServiceNow Development, Maintenance, Implementation and Administration.
• Certified ServiceNow System Administrator.
• Around 2 years of working experience as Business Analyst
• Hands - on experience leading all stages of system development efforts including requirement, design, architecture, testing, validating and support.
• Having extensive experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, CMDB, Asset Management, Knowledge Management, Webservices, LDAP, Mid Servers and Discovery.
• Coordinated with other programmers in setting up an Content Management Portal.
• Having Extensive experience on SSO and LDAP Integrations.
• JDBC integration using Mid Server for Location table maintenance.
• Expertise in Design and configure ITSM (incident, change, problem) and customizing the applications using Java script, AJAX and HTML in ServiceNow.
• Good Knowledge on SSO (Single Sign-on) Implementation.
• Web Service Integration’s (SOAP/Scripted).
• Experience in Client Script/Calling server side code using Glide Ajax in Client Script.
• Experience in Server Script (Business Rules/Script Include/Service Catalog).
• Followed best practices of Service Now in developing and customizing Business Rules, Scripting (Includes UI Policies, Catalog Client Scripts and Client Scripts), Scheduled Jobs
• Extensive experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution.
• Experience in working with ACL’s.
• Having good experience creating transform maps for importing CMDB data.
• Good knowledge with Deployment in UNIX Environment.
• Implemented Service Now ITSM applications Incident, Change, and Helpdesk Management.
• Developed business requirements and technical design documents for implementing Service-Now.
• Ability to create and modify Service Now workflows.
• Experienced in Data Analysis, Data Modeling and Data Profiling.
• Experience in data extraction, data migration and Data loading.
• Excellent communication and interpersonal skills.
• Strong experience in writing User Stories

TECHNICAL SKILLS:

Service Now Platform: Service Now Administration, Configuration, Customization, Scripting, Discovery, CMS, Integrations

Applications: Service Catalog, Incident Management, Problem Management, Change Management, Knowledge Management, CMDB, Asset Management, Project and Portfolio management, SDLC(Scrum)

Database: SQL Server, MS Access, MySQL, Oracle

Operating Systems: Windows 2008, XP, 7, UNIX, MacOS

Tools: / Others: SQL, PuTTY, HTML,CSS3

PROFESSIONAL EXPERIENCE:

Confidential, Glendale, LA

ServiceNow Consultant

Responsibilities:

• Attended Review Meetings and Project Meetings, Analyzed Business Requirements and Functional Specifications and performed design and architecture on OOB apps and custom apps.
• Strong knowledge and implemented various server side scripting Business rules and Script Includes.
• Implemented ServiceNow ITSM applications using ITIL services best practice processes, methods, testing, and training projects.
• Indulged in update set tracking and export/import both in FUJI and Eureka versions.
• Workflow management - Created Workflows, Sub flows and Tables both on Fuji and Eureka.
• Advanced Schedule jobs and Business rule creation and Hardware Reconciliation
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created and managed SLA definitions for deferent Service Groups and Software discovery.
• Worked on developing API integrations between Service Now and external applications.
• Managed Incident Management process where all P1 and P2 incidents were managed through to service restoration.
• Create individual Assets, such as hardware, consumables, and software licenses. Create Asset models. Models are specific versions or various configurations of an Asset.
• Designed and built a secure backend network using IPsec for communications among various servers making up the SaaS solution.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Configuration, Service Catalog, CMDB in Service Now.
• Worked on the Dynamic content page for the overall project. Content Management, in this Project, was the primary focus on ServiceNow. (Fuji and Eureka)
• Provide ongoing reporting of Problem management statistics to senior management for decision support and regulatory purposes.
• Unit testing for all the use cases and Functional requirements put forward for the project in Fuji and Eureka.
• Implemented and executed the organization process of IT Assets and Asset storage area
• Exporting and Importing tables, workflows, update sets data from one instance to the other.
• Created roles, views and user groups pertaining to the use cases.
• This is end-to-end development of the catalog which includes requirement analysis, catalog form design, workflow design along with the dedicated catalog home page using CMS
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Confidential, Los Angeles, CA

ServiceNow Consultant

Responsibilities:

• Attended Review Meetings and Project Meetings, Analyzed Business Requirements and Functional Specifications and performed design and architecture on OOB apps and custom apps.
• Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Asset Management, Project portfolio Management and Knowledge Management.
• Involved in SOAP and LDAP Integrations.
• 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.
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Created Web service integration for external system to Create or Search records on CMDB CI table.
• Created a Configuration management, which supports various operations such as Search & Create.
• Created Script Includes to validate the request sent, which involved verification of Request fields with existing data in Service Now CMDB CI Server table, verified request sent with existing Relationships so as to add Relationships to other Server/Application/Cluster for the new record created.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed advanced Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge and implemented various server side scripting Business rules and Script Includes.
• Implemented Service Now ITSM applications using ITIL services best practice processes, methods, testing, and training projects.
• Created different SLA definitions and ACL’s.
• Part of instance upgrade to Fuji patch 10.
• Creating new Dashboards, Custom Charts, and Reports.
• Preparing Post Implementation plan for every release in Service Now and provide walkthrough to the entire team to execute the steps.
• Designed new Templates, triggered various Email Notifications.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in Service Now.
• Implementation of CMDB and Incident Management, and Service Catalog.
• Created custom reports through the report module in Service Now.
• Developed the Security Access controls to maintain the organization accountability.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Service Now with other systems and customization.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• This is end-to-end development of the catalog which includes requirement analysis, catalog form design, workflow design along with the dedicated catalog home page using CMS.
• Style sheet creation for the UI page, Dynamic Content and CMS page.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Confidential, Dallas, TX

ServiceNow Developer

Responsibilities:

• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Worked on creating templates for Change Request, implemented change management, workflows and updated business rules for customization.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration.
• Worked on the Domain Separation to achieve different requirements.
• Developed client scripts, script include, business rules, Jelly pages.
• Working on Report, dashboard designing.
• Created transform maps for importing CMDB data.
• Created Catalog Requests and Record Producers
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created and managed SLA definitions for deferent Service Groups.
• Performed Service Catalog/Change/Incident/Service Level Management Implementation.
• Created custom Notifications for Incident/Change/Catalog Request.
• Validated Service Catalog/Change/Incident/Service Level Management in Service Now.
• Created UI Actions, UI Policies.
• Created ACL’s for tables/forms/modules and managed user/group roles.
• Imported data using transform maps on weekly bases to manage the CI, Location, Asset data.
• Conducted review meetings with business users and QA team for the design and documentation.
• Performed Import Export of data sets from Dev to other environments.
• Created custom tables, based on business needs.
• Created Inbound Email Integrations.
• Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Support the release cycles including the packaging and migration of the update sets.
• Service Catalog design and workflow design based on the approval and fulfillment process.
• Involved in number of IT Dashboard Creation, Report Creation and Gauge Creation.
• Involved in design of the Knowledge Management Portal.
• Worked on DISCOVERY and set up Mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Report Creation for SLA for Incident, catalog task based on the severity.
• Using SCRUM methodology for the development and for defect tracking.

Technical Environment: ServiceNow Scripting, Jelly, jQuery, CSS, REST Web services, Reports, Macros.

Confidential

Software Engineer

Responsibilities:

• Incorporated various Java and J2EE design patterns for efficient and error-free programming.
• The middle tier is comprised of delegate classes that would delegate the calls from the Controller classes to the Data Access Objects (DAO). Data Access Objects were the core components that perform the data access.
• Configured the Hibernate Mapping files for mapping the domain objects to the database tables and their corresponding properties to the table columns.
• Hibernate Session Factory, Hibernate mapping files, dependencies between delegate classes, DAOs, controller classes, validation classes and the domain Objects are configured as part of the spring configuration file.
• Used Log4j for External Configuration Files and debugging.
• Actively involved in tuning SQL queries and in writing PL/SQL statement.

Environment: Java, J2EE, Tapestry, spring, Hibernate, Jetty, Oracle 9i, PL/SQL Development, IBM WebSphere, Eclipse, Subversion, SVN, Maven.