SUMMARY:

• A Qualified IT Professional with 9 years of experience including around 4 years of experience in Service Now development, Maintenance, Implementation, Administration and Support.
• Hands - on experience and In-depth knowledge of the technical implementation of Service Catalog, Change Management, Incident Management, Problem Management, Configuration Management, Reporting, Discovery and Integrations.
• Extensive experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Experience in integration of Service Now with various external Web Services and
• Email Integration
• LDAP integration
• External Web services Integration (both SOAP based and REST based)
• Service Now Orchestration with Windows Active Directory
• Experience in creating Service Catalogs and its Workflows and has strong understanding of ITIL/ITSM V3 processes.
• Experienced in working with email notifications, inbound actions, reports, gauges, and home pages.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Worked with transform maps, data sources and different transform scripts for data loads and management and Worked with schedule jobs, events and triggers to manage business needs and handle background work.
• Participated in workshops with Service Now partner teams to help companies implement Service Now using best practices in ITSM.
• Experience in designing and implementing new functionality using Client Scripts, Business Rules, UI Policies, ACL (Access Control Lists) etc. Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements.
• Experienced working on Different versions of Service-Now like Geneva, Helsinki and Istanbul, Jakarta.
• Had experience in working in various process like AGILE methodologies.

TECHNICAL SKILLS:

ITIL: ITSM, ITIL, Service Now, CMS, and LDAP.

Programming Languages: C, C++, JavaScript, HTML5, CSS3, SQL, J Query, AJAX, Angular JS.

Scripting Languages: JavaScript, AJAX, XML, Jelly Script, PowerShell, Perl script.

Ticketing Tools: Service Now (Catalog Configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access Management), Manage Now, BMC Remedy.

Software Methodologies: SDLC, Waterfall, Agile, XP, WSDL, Spiral

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN

Remedy Tools: Remedy ARS, Dublin, Calgary

PROFESSIONAL EXPERIENCE:

Confidential, Pittsburgh, PA

Service Now Developer/ Admin

Responsibilities:

• Worked on the creation of front end forms and associating them to Client Scripts, also experienced on UI policies including advanced customizations that require modification of UI pages/macros.
• Designed and developed technical methodologies under the Service Now platform.
• Loading of external data with the usage of Import Sets and Transform maps.
• Actively involved in migrating data from other applications and external databases.
• Worked on Migration of Update sets between System Environments.
• Developed custom applications and tables to meet client specific requirements.
• Building client specific service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
• Worked on Script Customization for Service Catalog/Email Template/Workflow script.
• Created end to end websites working on Content Management System.
• Worked on CMDB and Asset management and Created Transform maps for importing CMDB data.
• Expertise on working with CMDB and configured mid server and pointed them to various Service Now instances.
• Worked on creating MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.
• Used Orchestration Core to interact with outside systems and applications and automate process.
• Populating the CIs (Configuration Items) and configured the CI relations in CMDB.
• Developed solutions using JavaScript, Web Services, SOAP, and other web technologies to integrate Service Now with internal, external systems and tools.
• Converted the Service Catalog into a fully functional website using Content Management module.

Environment: Service Now, JavaScript, HTML 5, CSS, CMDB, Orchestration Web services, Power Shell.

Confidential, Seattle, WA

Service Now Developer

Responsibilities:

• Created and configured new Applications in Service-Now and customized the applications using Business Rules, Client Scripts, UI Actions, UI Policies, External Data load using Transform maps, etc., as part of new application roll outs of Business Partner Management.
• Worked on loading the data into Service-Now using import sets.
• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Involved in creating and configuring the SLAs as per the requirement.
• Involved in migration of updates between various Service-Now instances using Update Sets.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Hands on experience in web development using HTML, JavaScript and CSS and used for creation and customization of User Interfaces.
• Integrated Remedy Platform to Service Now using Web Services.
• Setting up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog requests, and items with variables.
• Migrated attachments from Remedy to Service Now using SOAP Web Service.
• Worked on Notifications as part of customizing in Service Now.
• Post Implementation worked as Service Now Administrator and supported any issues and resolved them accordingly.
• Created Buttons and context menus both on form and lists using UI actions.
• Created schedules, reports and monitor performance of Service Now.
• Hands-on experience in Service Now integrations using web services.

Environment: Service Now Geneva, Helsinki, JavaScript, XML, Jelly, SOAP, HTML, CSS, Bootstrap, Angular JS.

Confidential, CA

Service Now Developer/Admin

Responsibilities:

• Designed the forms and created fields in the forms for both incident and problem management.
• Written all types of Business rules to full fill the requirement.
• Also written Client side functionalities like Client scripts and UI policies.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Ensure that technical designs meet functional design requirements as well as maintain the integrity and sustainability of the application.
• Involved in exploring the code and understanding the logic in customer environment.
• Written script includes and invoked them in business rules and client scripts.
• Created data sources and loaded the Service-Now tables with different data formats.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Involved in creation of reports, dashboards in Service Now.
• Worked with reporting and configuring service level agreements.
• Created UI pages, UI macros to display some assigned tickets info to the managers.

Environment: Service-Now Eureka/Fuji, Incident Management, ITIL, SQL, Problem Management, Web Services. HTML, JavaScript CSS.