PROFESSIONAL SUMMARY:

• Over 5+ years of Experience as a ServiceNow Developer and Admin, 2+years of experience as Identity access management Analyst.
• Hands on experience in creating Applications, Modules, in ServiceNow.
• Implemented end - to-end Service Catalog, Incident management, Configuration management & Asset management (ITAM), Change management and Release management.
• Great experience in Geneva.
• Designed and developed Client Scripts, Business Rules using Java Script .
• ServiceNow specialized in IT Service Management ( ITSM ), IT Operations management ( ITOM ) and IT Business Management ( ITBM ) applications and provides forms based workflow application development .
• Experienced in installation, configuration and administration of CMDB, along with Discovery , Hardware and Software Compliance Asset Management.
• Managing data with ServiceNow tables, CMDB import sets, Users, Groups and roles.
• Good knowledge on Demand management.
• Performing ServiceNow core configuration tasks by defining System Policies , ACL's, business rules and client scripts .
• As part of Project Portfolio Management (PPM) we involved in creating a portfolio by adding related programs, projects, and demands.
• Design and implement SLA(Service Level Agreement) and the required work flow with Email notifications.
• Expertise in configuring / maintaining / customizing ITSM.
• Track the progress and status of all the programs, projects, and demands that are part of the portfolio. You can track the costs, resources, schedules, risks, and issues.
• Experienced on Service Watch, Business Service Mapping(BSM), LDAP, deploying Discoveries in a Multi-Data center environment and proven ServiceNow implementation experience.
• Proficient in creating Service Catalog and Request Workflow design and configuration.
• Excellent knowledge on SLA’S for various ITIL process as per the client requirement.
• Experienced on Managing ServiceNow Infrastructure and integrating with LDAP and other SaaS based applications.
• Hands on experience developing CMS in serviceNow.
• Excellent experience in serviceNow admin and production support.
• Strong problem solving and trouble shooting skills.

WORK EXPERIENCE:

ServiceNow Developer/Admin

Confidential - Dallas, TX

Roles and Responsibilities:

• Experience on implementing end-to-end Service Catalog, Incident Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Good knowledge on IT Infrastructure Library (ITIL) standards which are helpful in development and customization of IT service management applications.
• Developed solutions using JavaScript, Web Services and SOAP to integrate ServiceNow with internal/ external systems.
• Experience in ServiceNow development and Implementation.
• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations.
• 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.
• Identify and define the business configuration & Asset management requirements with the customer in a collaborative manner as an input to developing the configuration management system(CMS).
• Configured Event Management(ITOM) by configuring connector instances and connector definitions.
• Involved design and configuration of Service Catalog and perform day to day administration of the ServiceNow tool to maintain business services in ServiceNow tool.
• Design and implement business solutions on the serviceNow ITSM platform.
• Developed UI Appearance for Service Catalog Requests. 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.
• Experience on portfolio workbench, Budget forecasting of the portfolio, Tracking of the portfolio and portfolio manger dashboard.
• Build reports, gauges, and home pages, and Create and use update sets to move customizations between systems.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.

ServiceNow Developer/Admin

Confidential - Dallas, TX

Roles and Responsibilities:

• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Gathered requirements from stakeholders at various phases to leverage serviceNow within organization on End user self enablement portal using CMS.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Maintained technical documentation for CMS Opentext applications as per SDLC standards and procedures.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases, SCCM.
• Worked on end to end implementation of various third party monitoring tool Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Created a portal for the end users to order the catalog items which is responsive across all the devices.

Identity Access Management Engineer

Confidential - Hyderabad, INDIA.

Roles and Responsibilities:

• Hands on experience in Creating the Distributions Lists, Generic Mailbox & Service accounts with in FIM.
• Provisioning the access to business critical applications as per the business requirement.
• Troubleshoot Account/Shared Permissions related issues.
• Provisioning & de provisioning the User profile per the SAP Record and set up the new joiner & leaver with the correct access per the designation.
• Providing the Shared drive access to users as per the approval policy. (Restricted Access, New Folder creation etc.,).
• Hands-on Experience on ServiceNow Ticketing tool and good at ServiceNow reporting.
• Hands- on experience on creating the Daily, Weekly & Monthly Reports to simplify the Incidents analysis.
• Creating and Modifying the Active directory Security groups.
• Good knowledge on Microsoft Exchange and its functionality.
• Ensure Incident and Problem Management processes continue to meet ITIL best practice standards, Service Level Agreements and the needs of the organization.
• Close liaison with other corporate Change, Incident and Problem Management teams to adopt and define operational service levels and reporting standards and metrics.
• Provide first level privileged access account break glass support, including working with stakeholders on functional account ownership, the break glass onboarding process, support group reengineering, data/account remediation activities, enhancements, & .

Web Developer

Confidential - Hyderabad, INDIA

Roles and Responsibilities:

• Worked with team to develop layout, color scheme for website and implemented it into a final interface design with the HTML/CSS and JavaScript.
• Created webpages according to client’s guidelines and standards throughout the development and maintenance of the website using HTML, XHTML, CSS and Javascript.
• Established standards and best practices for coding and design.
• Extensively used CSS to change the styles to be used in future web layouts and debugging the errors issues with CSS.
• Used various adobe tools to improve quality of images.
• Designed web pages using XHTML and CSS/CSS2.
• Implemented functionality in JavaScript.
• Tested application on internet explorer 6.0 and above Firefox, Opera and Google chrome to achieve Cross Browser Compatible issues.
• Converted photo shop documents to table-less semantic XHTML, CSS.
• Performed validations of XHTML and CSS (using Firebug, HTML tidy, W3C validator).
• Incorporated perl scripts to handle form submissions.

TECHNICAL SKILLS:

Databases: MySQL , MSSQL, Oracle11g/12C

Programming Languages: C, C++, JAVA

Scripting Languages: Java Script, HTML, jQuery, XML

Web Servers: IIS, Apache, Tomcat

Operating Systems: Windows 7/8/10/XP

Software Methodologies: Agile, waterfall, scrum