SUMMARY:

• Over 7 years of IT professional experience including experience as a ServiceNow suite developer and administrator.
• Experienced in Implementing Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Implemented ServiceNow Service Catalog Requests, Asset Management, Configuration Management, Service - Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Manage requirements and reviews on Workflow, Performance Analytics, Visual Task Boards, Reporting & Homepages in ServiceNow Fuji & Geneva
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience working on different versions of ServiceNow: Aspen, Berlin, Calgary and Familiar with Fuji and Geneva.
• Generated operational reports and KPI analysis; responded to service requests and provide incident resolution.
• Expert in JavaScript, JQuery, prototype and Jelly scripting used in ServiceNow.
• Developed solutions using JavaScript, Web Services, SOAP, REST and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• JDBC integration using Mid Server for Location table maintenance and Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Hands on experience in developing CMS and working with ACLs and Service Level Management.
• Good knowledge about IT Infrastructure Library (ITIL) standards that are helpful in Development and customization of IT service management applications.
• Appreciated for suggesting and successfully implementing performance changes throughout different modules of ServiceNow by converting sync server calls to async and use of scratchpad.
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Experience installing, configuration and administration of CMDB.
• Experience in integrations tolls SCCM, CyberArk, Network Integrations, LDAP integrations.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Proficient in transforming business requirements into functional specifications focusing on workflow analysis and design, business process reengineering, user interface design and process flow modeling.
• Experience in Design and Development of Distributed OOAD Based system using UML and Rational Rose.
• Experienced in HR Case Management, HR Tasks and creating record producers.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Loaded, manipulated and maintained data between Service Now and other systems.
• ServiceNow Administration and Production support including maintenance of lower environment instances, lower life cycle instances.
• Created an access control rule (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
• Installation/Maintenance/Troubleshooting and Configuration of technical BMC Software components on server environment and different modules of Service-Now
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management.
• Experience in configuring / maintaining / customizing ITSM 5.5 / 6.0 /7.x/7.6.x and in setting up of CMDB 2.x/7.x.
• Hands on experience on ServiceNow Orchestration.
• Created Knowledge base articles, Service Catalogs and Record producers.
• Hands on experience in creating transform maps for importing CMDB data.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Hands on UNIX / LINUX, Windows Operating Systems.
• Worked with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc. in ITIL/ITSM V3 processes.
• Exposure of working with email notifications, inbound actions, reports, gauges, and home pages.
• Experience in configuring and maintaining BMC Remedy Foundation Data, ITSM environment such as ServiceNow -Siebel, ServiceNow - Web service integration with third party application, HP SM- MS exchange.
• Hands-on experience with implementing configurable SLA management and License management.
• Deft at analysis, development, testing and deployed new releases into ServiceNow from June to Aspen to Calgary.
• Worked in various software development methodologies like Waterfall, Agile
• Good experience in application development using Java/J2EE, JSP related to ServiceNow implementations.
• Leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow, ITSM Suite, HP Service Manager

Operating System: Windows Client (7, Vista, XP - Pro, 2000, etc.), Windows Server (NT, 2000, 2003, 2008), Mac OS-X, UNIX - Linux, Solaris

Project Management/Tools/ Applications: All MS Office suites (incl. 2003), MS Exchange & Outlook, Lotus Domino Notes, Citrix Client, SharePoint, Internet Explorer, Firefox, Chrome, Apache, IIS, JIRA (Project Management), PPMC, Abinitio (ETL)

Languages: Java, HTML, CSS, XML, SQL, C#, VB.NET, C, C++, Java Script

Application Servers: Web Logic Server, IBM Web Sphere and Java Web Server

Hardware: Networking

Web Technologies: HTML, JSTL, DHTML, JavaScript, CSS, XML, JSON.

Cloud Technologies: AWS (Amazon Web Services), Salesforce (Relevant)

ServiceNow Modules: Incident Management, Change Management, Problem Management, Service Catalog, Service Level Management, CMDB, Data Loading, Start Now, On Call Scheduling, New Call, Web Services, ODBC Connectivity.

Databases: DB2, SQL server, MS-Access, MySQL, Oracle

Software Methodologies: Waterfall, Agile, Scrum

PROFESSIONAL EXPERIENCE:

Confidential, Hoffman Estates, IL

ServiceNow Developer/Administrator

Responsibilities:

• Gathering specifications from the IT department and deliver a product/release that meets the needs presented.
• Creating requirements definitions and technical specifications documentation.
• Load, manipulate and maintain data between Service-now and other systems.
• Working with HR Case Management, HR tasks, HR knowledge and policy articles.
• Work with PPM module and create different portfolios in ServiceNow.
• Created new Business Rules/Script Includes/Client catalog script/Client Scripts.
• Created various workflows for Incident Management, Change Management, Service Requests and worked efficiently on change management process.
• Created multiple custom applications with reference to development, custom reports and various dashboards.
• Experience on integrations with ServiceNow using Email integration i.e. inbound actions scripting
• Must analyze and fully understand user requirements and current procedures in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap.
• Good experience in building order guides and work on the order to make sure user can easily understand and not to create any problem while raising a request.
• Configuring various Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.
• Extensive use of Active Directory by importing to ServiceNow for data used records.
• Working in a team of 4 on Change Management, Incident and Problem both in Fuji and latest Geneva versions.
• Involved in Configuring and Customizing the Incident, Change, Problem Management Applications as per the client requirement.
• Implementation of Validations using UI Policies.
• Involved in creating the Workflows for the Change, Problem Management and Service requests.
• Implemented many functionalities by writing Business rules/ Client Scripts and Script Includes by using Glide Record’s and Ajax calls.
• Involved in creating the new Catalog Items and editing the existed Catalog Items.
• Designed several email templates by using HTML and jelly scripting and used them in notifications
• Worked in creating the SLA’s and managing the SLA’s.
• Migrating the update sets from one instance to other instance. (i.e. from Development to QA and then to Production).
• Created many User’s, Group’s and involved in assigning specific Roles the User’s, Group’s and managing them.
• Changes of Various Access Controls using ACL.
• Creation and modification of various jobs scheduling.
• Participated in creating and modifying of various Email and Application Templates.
• Participated in meetings for discussing the different integrations like LDAP, SCCM, ADDM and Enterprise Elements.
• Performed Training workshop for new joiners in the Team to train them on the entire process and monitoring their transition. SPOC for maintain the Quality of tickets by performing daily checks and audits. Generated weekly and monthly outage reports and provided to senior management. Developed and implemented various process improvements within the team as per ITIL methods and practices. Organized Team Building activities to help the team performing efficiently.
• Develop, Document and Publish change management process and functions Analyze change records to determine any trends or potential problems. Reviewing change requests for completeness and accuracy. Working with service providers to schedule changes. Assisting in the preparation, facilitation, documentation, and communication related to weekly and ad hoc change management meetings.
• Perform Root Cause Analysis. Investigation and follow-up for permanent fix of the problem. Follow-up on tickets being raised regularly for re-occurring incidents.

Environment: ServiceNow Fuji, Geneva, Agile Scrum, Glide Script, Jelly Script, Angular JS, JavaScript, JSON, Bootstrap, CyberArk, CSS, HTML 5, Windows 7, Oracle.

Confidential, Rosemont, IL

ServiceNow Developer/Administrator

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans.
• Loaded Configuration Items (CIs) from Excel files into Service Now using import sets and Transform Maps.
• Created functional and technical specifications documents for various Service Now modules
• Coordinating the instance upgrade activities.
• Configuring Project Portfolio Management ( PPM ), Incident and Knowledge Management, and Web Services Integration
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on CMDB from the scratch
• Created CI relationships and Suggested CI Relationships.
• Configured multiple forms for Asset module using Configuration Management Database.
• Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.
• Working on different kinds of variables and variable sets.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML.
• Creating Inbound SOAP API calls to make the newly captured data available for legacy applications .
• Integrated with Active Directory for SSO using SAML 2.0
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Writing Catalog client scripts and UI policies to make client side changes.
• Used JSON object to send/receive data for AJAX.
• Experience in PPM module and created different project portfolios in ServiceNow.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Indulged in update set tracking and export/import both in FUJI and Eureka versions.
• Working in a team of 4 to integrate service now with Docusign and Kenexa
• Workflow management - Created Workflows, Sub flows and Tables both on Fuji and Eureka.
• Advanced Schedule jobs and Business rule creation.
• Created Catalog Requests and record producers.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created and managed SLA definitions for different Service Groups
• Worked on the Dynamic content page for the overall project. Content Management in this case the primary focus was on service now (Fuji and Eureka).
• Created Business rules supporting various email, notifications and also tables.
• Unit testing for all the use cases and Functional requirements put forward for the project in Fuji and Eureka.
• 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. (Fuji and Eureka)
• Wrote Jelly Scripts for all the notifications, Content Management and also business rules. (Fuji and Eureka)

Environment: ServiceNow Fuji, Geneva, Erueka, Agile Scrum, Glide Script, Jelly Script, Angular JS, JavaScript, CyberArk, CSS, HTML 5, Workflows, Sub flows, Docusign and Kenexa.

Confidential, Richmond, VA

ServiceNow Administrator

Environment: ServiceNow Siebel, Salesforce, SCCM, XHTML, jelly Script, Remedy ITSM 5.5/6.0/7.x, CMDB, Master AR Suite Tools, C, Oracle 10g, 11g, Java, XML, JSP, ServiceWatch.