SUMMARY:

• A Certified ServiceNow, competent professional with around 9+ years of IT experience including 5+ years of extensive experience in Service - Now working with different modules such as Incident Management, Service Catalog, Problem Management, Change Management, Project Management, and facilities management.
• Wide range of implementation experience with many global clients in the Service Now suite development including Business Rules, Script Includes, Client Scripts, UI Policies, UI Pages, Events, Notifications, and Surveys.
• Experience in designing, development, and implementation of ServiceNow Platform ITSM application.
• Familiar with different ServiceNow releases Eureka, Fuji and Geneva, Helsinki .
• Hands on experience in creating Users, Roles, and User Groups .
• Hands on experience in multi-tier architecture, design and development using J2EE and SOA
• Loads, Manipulates, and Maintains data between Service Now and other systems .
• Implement and manage Incident, Problem, Knowledge, 4 Custom Applications, Self Service Portal / Service Catalog, Change, Configuration (CMDB), Asset Management, LDAP/Active Directory integration, scheduled imports, and reports.
• Experience in working with ACL ’ s .
• Configuration and customization of Helps, Change / Incident / Problem / Asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies, SLAs in ServiceNow and UI Actions depends on user requirements .
• Hands on experience in creating Approval Rules and Assignment rules.
• Having hands on experience in migrating using various migrating tools to ServiceNow.
• Having Extensive Knowledge On-call Scheduling and notify.
• Having Extensive knowledge on Access controls, Security, minor enhancements such as form or workflow editing.
• Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Worked with Record Producers, Order Guides, and Work Flows in Service Catalog Management.
• Developed solutions using JavaScript, Ajax, Web Services REST, SOAP, and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Experience in Installation/Administration/Configuration of IBM WebSphere Portal Server on Windows platform
• Hands on experience in Java Script, Angular JS, AJAX, CSS, HTML, and Bootstrap.
• Familiar with ServiceNow Content Management System (CMS).
• Familiar with ServiceNow Orchestration.
• Familiar with Active Directory and PowerShell scripting.
• Familiar with ServiceNow Performance analytics and reporting.
• Good knowledge about IT Infrastructure Library (ITIL) standards which are helpful in Development and customization of IT service management applications.
• Well versed with Scrum and agile methodology.
• Experience in Implementation, customization, Managing the forms for various ITIL process
• Strong work experience on Relational database management systems (RDBMS) Oracle and SQL server.
• Experience with working on UNIX / LINUX, Windows Operating Systems
• Implemented single sign-on using Digested Token, SAML 1.1, SAML 2.0
• Design, development, integrations, customizations, testing and maintenance / production support of BMC Remedy ITSM application .
• Handled all aspects of the UI development including designing, testing / debugging, and deploying .
• Experience in Service Management tools such as BMC Remedy, HP SM, and BMC Remedy on Demand .
• Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote desktops and developing code for the mid - tier servers .
• Experience working in Software as a Service ( SaaS ) environment .
• Working experience on Glide Ajax, Glide Record .

TECHNICAL SKILLS:

ITIL: ITIL, ServiceNow, SCR, ITSM and LDAP

Programming Languages: Jelly Script, Angular Js, Java, jQuery, ASP.net, and Perl.

Platforms: ServiceNow, HP Service Manager, SDLC

Web Technologies: ASP .NET, HTML, CSS, JavaScript, jQuery, Ajax, PHP, XML, JSON

Databases: Microsoft SQL Server, Oracle, MySQL

Technologies: Agile, Scrum, Design Patterns, CSP, MVC, MapReduce, Android, Machine Learning

Other Tools: Eclipse, QTP, SCCM, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office, Client Script/Calling server side, code using Glide Ajax in Client Script

Products: Service Now, BMC Remedy ARS 6 . 3, 7 . 1, 7 . 5, 7 . 6, 8 . 0, BMC Remedy ITSM 7 . 1, 7 . 5, 8 . 0, BMC Atrium CMDB 7 . 5

Reporting Tools: Crystal Reports 9, Remedy Reports

PROFESSIONAL EXPERIENCE:

Confidential, Sunnyvale, CA

Sr. ServiceNow Admin/ Developer

Responsibilities:

• Responsible to look Globally ServiceNow Issues and give trainings for Incident / Problem / Change as per 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 to satisfy the customers .
• Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.
• Implemented, managed, and provided all documentation for Sanofi-Aventis Asset and Facility Management Project.
• Responsibility to work with Project management to improve the daily base operations . Responsibility to update the dash board and reporting tool and make it visible to all the employees
• Worked on mobile versions.
• Implementation of different modules of ServiceNow as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management, facilities management and Service Catalogs. Developing integrations both inbound and outbound. SOAP & REST.
• Handling Day to day IM / PM and CM tickets per the Priority .
• Actively Involved in End User Portal design, and also the ongoing support and maintenance using CMS application ServiceNow
• Coordinate Problem Management team and Incident management .
• Hands on experience in Use Cases and other Process Flow Models designed using Visio and Rational Rose. Also created a workflow in Visio that is consistent with the images and objects in the workflow module
• Created Dashboards, Score Cards, and Widgets in Performance Analytics. worked on self-service portals to create widgets by using Angular Js.
• Good exposure on J2EE design patterns such as Business Delegate, Model View Controller (MVC), Transfer Object, Value Objects, and Data Access Object (DAO).
• Worked as Service Portal Developer and was responsible for the successful design and delivery of modern responsive service management portals on the ServiceNow platform
• As a team, coordinate with internal and external technicians and stakeholders to craft detailed requirements for integrating the internal HPSM instance with the external ServiceNow instance
• Integrating HPSM and ServiceNow (or other ITIL ticketing platforms).
• Worked on the facilities management to indicates the location of a facility request so the facilities team knows exactly where users encountered the issue.
• Involved in PPM enhancements and integrated with various modules.
• Find root cause analyzing about the fail changes and the services.
• Supports implementation and provides requested enhancements to PPM implementation.
• 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.
• Developed solutions using Ajax, JavaScript, Web Services REST, SOAP, and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Service-Now experience in Implementation, design, development, documentation, deployment, and post- production support.
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes .
• Designed and Documented Technical Architecture for Integration Process and was also responsible for enabling network - based security and Organization wide list of trusted IP address.
• Experienced in Active Directory, Windows Server, PowerShell, Exchange email and Unix systems
• Responsible to Track and analyze unsuccessful changes to bring about process improvement with the help of frame work Remedy .
• Developed Webservice and REST interfaces both inbound and outbound to SN to address third party application integrations SCOM, HPOO etc.,
• I have integrated VRA and ServiceNow to fetch the ticket details via REST API.
• Responsible to Develop, evaluate and present weekly and monthly change management metrics to Executive management. configuration of Foundation data, Process data Transaction data of Remedy ITSM 9.x version System, CMDB Configuration Item updates.
• Administration of Development, QA Production Servers. Custom workflow migration using Migrator Tool, Data loads using Data Import Tool, Data Wizard Tool, and Data Management Tool.
• Integration of third party and home-grown applications USIT, TPS, ANTWERP to the ITSM System using Remedy Webservices.
• ALTIRIS product Integration using Atrium Integration Engine Reconciliation Engine into Remedy CMDB.
• Implemented monitoring infrastructure that included Nagios Core, Distributed Nagios Executor (DNX) for scalability.
• 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.

Environment: ServiceNow, ITIL, JavaScript, Jellybeans, Web Services, XML, DHTML,CMDB, jQuery, JSON, Remedy Webservices.

Sr. ServiceNow Admin/ Developer

Responsibilities:

• Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident, and Change. Involved in working and developing of ServiceNow plugins and customizations.
• Administered, maintained, and supported SCOM platform.
• Worked on Glide Ajax and Glide Records for scripting and UI actions.
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
• Worked on Facilities Service Management application which lets users request changes to the operation and maintenance of facilities.
• Develop high quality integrations between the internal HPSM instance and the external ServiceNow instance.
• Imported Active Directory to Service now using data sources
• Worked on Service Portal to build the widgets with a mixture of service side scripting and Angular JS to achieve goals.
• Worked on Facilities service management which allows any user in the system to view all open facilities requests. Users can see the facilities issues that have already been reported before they submit a new request.
• Participated in designing the Authentication services and Entitlement services on REST and SOAP.
• Experience with Agile/Scrum methodology, with participation in the full software development life cycle: Analysis, Design, Coding, Testing and promotion into Production
• Involved with working in an agile development environment
• Excellent work experience in J2EE concepts like Servlets, JSP, EJB, HTML, JavaScript using services like JDBC, JNDI, RMI.
• Creating, maintaining, and troubleshooting LDAP accounts through Apache directory studio.
• Excellent knowledge of ServiceNow UI tools Service Portal, CMS, etc.
• Worked on service now performance Analytics module, involved in configuring the incident dashboard.
• Responsible to Develop, evaluate and present weekly and monthly change management metrics to Executive management . configuration of Foundation data, Process data Transaction data of Remedy ITSM System, CMDB Configuration Item updates.
• Create model of exiting credentialing process using Visio and UML Worked on business intelligence toolset to structure and communicate quantitative information using reports, analytics, and visualizations for data that resides in the ServiceNow database.
• Worked on configuring customizing and enhancing project portfolio management(PPM) module and integrated with user interface to ServiceNow.
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
• Extensive experience in development, testing, and implementation of Telecom, Healthcare, Insurance, and Financial based applications using IBM WebSphere Portal.
• Integrated ServiceNow with other applications using RESTful Web Services.
• Review and understand how the Cloud Provision Works with the Orchestration module of ServiceNow
• Platform .
• Customized various mobile modules as per the requirement.
• Working knowledge on Java Script, Angular JS, AJAX, CSS, HTML, and Bootstrap.
• Maintained existing data migration program with occasional upgrades and enhancements.
• Performed data migration enforcement tasks.
• Created and Tracked support cases with ServiceNow. Created a lot of client's scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with jQuery and Prototype.
• Implemented SolarWinds Orion NPM & APM and Nagios XI for system and network monitoring, and designed custom tools to monitor proprietary application.
• Used PowerShell, VB scripts and Authoring tools to tune SCOM management systems.
• Worked across IT and other Operations Divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements.
• Contributed to the architecture and technical aspects of the ServiceNow implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.
• Involved in configuring and maintaining BMC Remedy Foundation Data.
• Worked on PowerShell, Atrium Orchestrator, and other tools to automate a range of tasks in an OS diverse environment.
• Working on VMware realize Automation (VRA) and realize Orchestrator (VRO).
• Performed integrations and process automation using ServiceNow Orchestration.
• Working knowledge on Single Sign on (SSO) and event based integrations.
• Hands-on experience in writing jelly script to create web pages from a high-level page description using templates from the existing library.
• Created Business Rule, UI Action by using Glide Script.
• Worked on LDAP integration to update the users and groups.
• Thorough understanding of ITIL/ITSM processes.
• Performed system and integration testing with sample and live data.

Environment: Service catalog, Asset Management, Analytics, Incident Management, Problem Management JavaScript, ITIL, UI actions, Ajax, Glide Record, Html, jQuery, jelly script, glide script. LDAP.

Sr. ServiceNow Admin/ Developer

Responsibilities :

• Involved in gathering the requirements from the business team and writing the technical design documents.
• Implementation of Custom Applications, Modules, Tables, and Views as per client's requirement.
• Customized form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management, and Service Catalog.
• Involved in Agile development process based on iterative development user requirements are analyzed by interacting with system architect, developers, and business users
• Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages.
• Generating the audit evidences through Active Directory, Change Auditor, and PowerShell commands.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Worked as L2 Support personnel for BMC Remedy ITSM suite that is used to assist customers with any issues they have within their infrastructure. I was involved in analyzing the system requirements, designing the Remedy workflow
• Experience in configuring email notifications in ServiceNow. Configuration of Email Notifications and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Authored various UML diagrams such as Use Cases and activity diagrams using MS Visio and defined the Data Flow Diagrams.
• Excellent knowledge in Development, implementation, and administration of ServiceNow and Remedy.
• Worked on ServiceNow Performance analytics and reporting
• Wrote SQL queries and developed SCCM and SCOM reports
• Configured IBM WebSphere Application Server 5.1.x/5.0, JDBC drivers and Servlets engines on Sun Solaris and Linux and created user roles and groups for securing the resources using local operating system authentication.
• Administered ServiceNow to manage all requests and incidents involving PPM Tool to Manage project time allocation.
• Created new Business Rules/Script Includes/Client catalog script/client Script using JavaScript and AngularJS.
• Involved in various PPM enhancements.
• Developing and implementing web applications with Microsoft visual basic. NET and Microsoft visual studio.NET.
• Good knowledge of latest version of object oriented JavaScript Libraries like Angular js, Node.JS, Bootstrap, Ext JS 4.0, Require, Handlebars, and Dojo toolkit .
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Executed data migration in coordination with management and technical services personnel.
• Prepared documentation for requirements, design, installation and unit testing and system integration of ServiceNow.
• Developed automated mappings to schedule the load of flat files on daily, weekly, and monthly basis.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's. Set up the SLA for the various ITIL processes as per the requirement. Involved in redesigning the workflows using ServiceNow workflow editor.
• Implemented Social IT and Chat Application for the end user support. Involved in various ServiceNow customizations as per client's requirement.
• Interfaced process owners and production Assurance work streams to ensure tool functionality meets business needs.
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents, and a search bar for searching of Incidents.
• Responsible for managing clone scheduling process & Asset management role request functionality.
• Involved in solving tickets in PROD and played as an Admin.
• Worked on loading the data into ServiceNow using import sets.
• Contributed to technical discussions, and be involved in the decision-making process with other senior engineers to resolve product issues.
• Managed the activation status, profile, and roles assigned to each user in ServiceNow.
• Worked on LDAP and SSO integrations. Very good understanding of Integration with SOAP, JDBC, and ODBC.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Provide training and support to all Service-Now users.

Environment: ITIL, LDAP and SSO integrations, SOAP, JDBC and ODBC.

ServiceNow Administrator/ Developer

Responsibilities:

• Worked on Orchestration to automate the top and frequently used service requests
• Responsible for analyzing, designing, and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement. Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Involved with data migration using Microsoft Access, SQL Studio and helped with data cleanup activities Designed and implemented custom UI for Lab Users using Angular JS, JavaScript and HTML5.
• Developed reports as per requirements from management.
• Imported Configuration Items(CI) using import set tables
• Created data sources and loaded the Service-Now tables with different data formats
• Transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Documented all implementations and best practices defined within team.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.
• Involved with working in an agile development environment.
• Responsible for Berlin Up gradation in ServiceNow and involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Created customized emails for approvals, rejections and cancellations based on the requirements from the service owner.
• Involved in working with CMDB, populating CMDB by importing the data of IT assets into the system.
• Responsible for mentoring peers and junior curriculum developers in Service now platform.

Environment: ServiceNow Eureka/Dublin, Windows 11, XML, Oracle 11g, SVN, Toad,SQL*Plus, SQL*Loader, UNIX

JAVA DEVELOPER

Responsibilities:

• Requirement gathering and understanding.
• Creation of highly Usable, Accessible, X-Browser, X-Resolution, and X-Platform compatible web applications using (X)HTML, DHTML, CSS, JavaScript, JavaScript Libraries.
• Translated wireframes into optimized program code using XHTML, CSS, JavaScript, Java spring and DHTML.
• Worked extensively on numerous web technologies including HTML5, CSS 2.0, CSS 3.0, and JavaScript.
• Tested of websites for W3C validation and testing it in major browsers like Firefox, IE7, IE8 and Opera.
• Used Firebug, Firebug Lite, and IE Developer Toolbar for debugging and browser compatibility.
• Fixed bugs and provided support services for the application.
• Proven experience in XML and related technologies (XQuery/XPath, XSLT, XML Spy, Map Force)
• Handling code optimization techniques to decrease much use of JavaScript in creating dynamic functionality, with the use of CSS classes.
• Created domain XML schema (XSD) for use in services, and messaging/integration
• Used AJAX and JSON to make asynchronous calls to the project server to fetch data on the fly.
• Provided JavaScript and CSS fixes for the UI for issue like orientation issues in web and jQuery implementation.
• Worked on developing application in safari and chrome.
• Provided a brandable solution for all application so that header and footer are the same across the application.

Environment: HTML, DHTML, CSS, AJAX, JavaScript, jQuery, SVN, Eclipse, MicrosoftFrontPage, and Adobe Photoshop CS3.

Jr.JAVA DEVELOPER

Responsibilities:

• Involved in Agile development process based on iterative development
• Design development of presentation layers using HTML, CSS, JavaScript, and jQuery
• Used JavaScript, Java spring and jQuery for validating the input given to the user interface.
• Developed Mock-up designs as per the requirements of Business.
• Developed the complete HTML, CSS, and JavaScript of the pages with emphasis on performance, accessibility (AA) and SEO standards.
• Strong knowledge of XML Schema, GJXML, XML, XSLT, and NIEM
• Implemented Performance Tuning to make the pages load fast and in an effective way.
• Implemented AJAX to speed up web application.
• Used jQuery extensively for event handling, DOM manipulation and cross-browser compatibility.
• Performed extensive unit testing (end-to-end) and prepared detailed test scripts as part of it.
• Designed and developed code for table less web interfaces using XHTML, CSS, and DOM.
• Worked closely with Technical Development Manager to help track, prioritize, estimate, and recommend resources for all Technical Development Team projects.
• Used SVN as version control

Environment: JAVA, Servlets, EJB, JDBC, Hibernate, Spring, JSP, Java Script, SVN andHTML, XSLT, XML and SQL, CSS, JavaScript, Java spring, jQuery, JSP, AJAX.