SUMMARY:

• Insightful, result - driven IT professional with Overall 8+ Years of notable experience in broad range of corporate ITSM initiates while participating & driving planning, analysis and implementation of solution in support of business objective.
• Excel at providing comprehensive ITSM/ITIL systems analysis and handles to a full lifecycle project management.
• Experience in Configuring Applications using ServiceNow tool, used in ITIL Management.
• Strong understanding of ITIL V3.
• Good working Experience in Jakarta, Helsinki, Eureka, Fuji. Currently working on upgrade to Kingston.
• Well versed on Waterfall, AGILE or SCRUM methodologies.
• Experience in user provisioning using ServiceNow Orchestration in Microsoft Active Directory.
• Provisioned the Amazon EC2 services using ServiceNow Orchestration.

AREAS OF EXPERTISE:

Business Requirement Experience:

• Overall responsibility, including management, maintenance, upgrades, and improvements for IT Service Management application (ServiceNow) and underlying ITIL Processes.
• Maintain the integrity of the Service-Now tool across production and non-production environments.
• Perform installation and testing of vendor-provided updates and new releases.
• Work with business users to identify and refine business requirements and workflows.

Development Experience:

• Build custom reports and scheduling, gauges, and home pages.
• Maintain service level agreement (SLA) and monitor an SLA workflow.
• Create new service catalog requests and items with variables.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Create and use update sets to move customizations between systems.
• Create and implement access control rules (ACL).
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Worked on Hardware Asset Management and Service Portal.
• Involved in designing, development of Employee Self-service portal, Order guide for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally.
• Experienced in all stages of Software development life cycle (SDLC) and methods like agile, waterfall.
• Experience in creating the custom Applications, Modules in ServiceNow as per the requirements
• Worked on the ITIL Process Configuration like Incident and Problem Management, Change Management, Knowledge Management, and Service Catalog Management in ServiceNow.
• Change management experience using Update Sets, Import Sets in ServiceNow.
• Worked on workflows using ServiceNow workflow editor.
• Experience in UI Actions, UI Policies, UI Macros and Data Policies in Service Now.
• Experience in JavaScript, proficient in object-oriented programming, good understanding of JS Functions, JS HTML DOM, and JS Library JQuery etc.

ITSM Implementation:

• Dealt with critical incidents, SLA requirements and interfacing directly with customers. Well versed in ITIL methodologies and instrumental in developing refined process models for delivery.
• Provided primary initial incident support. Documents, categorizes and prioritizes incidents as they occur. Developed and documented several Incident Management process models for the role of Incident Manager.
• Ensured that incident routing does not meet bottlenecks and that appropriate resources have been engaged to effectively investigate and diagnose critical incidents.
• Use to quickly respond to all notifications of unplanned service interruptions from the customer as well as internal teams.
• Full software development life cycle experience, including Troubleshooting, Debugging & 24/7 Production Support.
• Provided timely feedback to upper level management, both Internal teams and the customer on all incidents, and actively involved in prioritizing the tickets based on business impact.
• Feedback includes but is not limited to incident descriptions, executive summaries, detailed timelines, action plans, workarounds and resolution of incidents.
• Provided detailed Root Cause Analysis (RCA) documentation to Problem Management and attended RCA meetings with the customer to determine the root cause of incidents, SLA infractions and primary ownership of any resulting action.
• Participated in problem reviews, such as open/closed call reviews and monthly/quarterly customer meetings, and used to attend CAB (Change advisory Board) Meetings Twice a week.
• Provided direct support remotely to recover from complex critical business production outages and problems within contractual timeframes; provides failure analysis and solutions.

TECHNICAL SKILLS:

Tools: & Technologies: IT Service Management, Dashboards, Service Level Management, Change and Configuration, Asset, Problem and Incident, Service Catalogs, Service Portal, Orchestration and Asset Management.

ServiceNow programming: JavaScript, SQL, AngularJS, Jelly Scripting, Webservices.

Platform: Windows 2000/2003/2008/2010/ NT/XP, Linux.

Testing Tools: HP QC /HP ALM, JIRA, Selenium, QTP/UFT

Software Methodologies: SDLC, Waterfall, Agile, Scrum.

ITSM Tools ServiceNow: Kingston, Jakarta, Helsinki.

PROFESSIONAL EXPERIENCE:

Confidential, Austin, TX.

Sr. ServiceNow Developer/ Administrator

Responsibilities:

• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Worked on Service Asset and Configuration Management to support the ITIL processes by providing complete and accurate configuration information.
• Worked on Service portal to create custom pages and custom widgets.
• Assisting in the decision making process, to resolve incidents and problems faster.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Migrating Items, Client Scripts, Business Rules, UI Pages and UI Macros.
• Experience in configuring email notifications in ServiceNow has been part of end user self-service portal management.
• Created data fix scripts for data corruption issues and perform Root Cause Analysis
• Involved in JavaScript coding for validations, and passing attributes from one screen to another.
• Build REST web service by building Node.js Server in the back-end to handle requests sent from the front-end JQuery Ajax calls.
• Involved in Agile process, monthly Sprints, and daily Scrum to discuss the development of the application.
• Time and performance to keep your organization running and on time.
• Configure E-mail notifications based on client requirements.
• Extensively worked on Update sets for migrating data from test to production Environment.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Setting up Configuration Management sans preparation characterizing the CI classes and their connections.
• Used Glide Scripting for creating UI Action and Business rules.
• Pre and Post installation consultant to define and implement industry ITIL best practice for the ServiceNow ITSM Platform.
• Developed business requirements and technical design documents for implementing ServiceNow.
• Performed cloud Orchestration with Powershell and Puppet.
• Integrated with Active Directory, Identity management system.
• Built the custom Applications and scoped applications for the HR Modules.
• Engaged in designing the architectures and custom solutions.

Confidential, Columbus, OH

ServiceNow Developer

Responsibilities:

• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the client the status of the request, to ensure a timely client satisfying result.
• Involved in ServiceNow Development, Customization and Administration.
• Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management and Email Notifications.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups
• Create new service catalog requests and items with variables and variable sets
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify and publish service catalog workflows with approvals.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Setting up Mid-Servers for outbound integrations.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Understood the Service Desk and worked on developing the Employee Self Service Portal (ESS) using Content Management.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Worked on Orchestration to automate the top and frequently used service requests.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Customized applications and tables for Incidents and Service Requests for the first point analysis on tickets and assigning them to other service lines based on the scope.
• Tracked Incidents from creation to closure, with timely communication to business. Monitoring Service Level Agreement (SLA’s) and Operation Level Agreement (OLA’s).
• Worked on Incident Management, Problem Management, Knowledge Management and Change Management workflows and respective customizations.
• Worked on LDAP integrations for accessing Active Directory.
• Was responsible for setting up MID-Server to establish communication with cloud.
• Wrote application level code to perform client side validation using JQuery and JavaScript.

Confidential, Los Gatos, CA

ITIL Process Consultant

Responsibilities:

• Drives ITSM process and service implementation for ITSM initiatives by leading team members inthe documentation of process and service requirements and acceptance criteria from process owners and key stakeholders.
• Provided analysis, design and development of Service Now trouble ticketing and incident management systems to support the company's technical operations.
• Participated in process designing sessions and documented ITIL process flows.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within Service Now .
• Re-designed workflows using workflow editor, Reconciled complicated workflows to a simpler form.
• Worked on UI Macros to create pages as templates on the requirement from the stake holders.
• Created ACL’s to grant access to specified users and managing the assignment rules.
• Moving Update sets from non-production to production.
• Worked on loading the data into ServiceNow using import sets.
• Experience in designing, development and implementation of Service Now Platform ITIL application.
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
• Used UI Policies, Business Rules and Glide scripting to meet client demands.
• Creation of custom reports and designing the dash board.
• Design and implement SLA - Service Level Agreement and the required work flow with Email notifications.
• Create schedules, reports and monitor performance of Service Now .
• Provide industry best practice consulting expertise and project management skills for ServiceNow Partner engagements.
• Deliver current state assessments, gap analysis and future state recommendations. Develop policy, process, workflow documentation and metrics. Define and develop SLAs, OLAs and KPIs.
• Preparation and maintenance of various SDLC process.
• Knowledge, Configuration and Asset Management, Service Request Fulfilment, Service Catalog and ESS.

Confidential

ITIL Coordinator

Responsibilities:

• Provide front line technical support by responding to incidents and requests reported by usersthrough multiple channels like voice, email and IM.
• Diagnose and resolve end-user problems respond to escalated issues from clients and othersupport teams; perform triage, provide remote problem resolution when possible, refer problemsto associated groups.
• Monitors and tracks issues through the service desk process.
• Ensures that incidents have an identified owner in the multi-sourced environment.
• Tracks cases to ensure timely response (in accordance with Service Level Objectives and operational Level Objectives).
• Configuring tables and forms using UI actions and policies
• Worked on creation of reports with in Service Now
• Created and published Knowledge Articles.
• Mapping parent and child tables
• Knowledge on how to design a work flow using work flow editor.
• Monitoring Approvals and constant coordination for High impact tickets.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management & Reporting,
• Creating users and groups and assigning appropriate roles and authorization..
• Monitoring and Assigning correct severity to an incident as per the SLA.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Ensuring the incident is resolved within the agreed time period mentioned in the SLA. .
• Assessing the business impact of the incident and assigning and updating priority where appropriate.
• Delivered project needs on time and within the agreed acceptance criteria in a hybrid methodology environment as they attempted to transition to an Agile Methodology.
• Participating in daily Scrum Meetings and discussions among different stakeholders.

Confidential

Web Developer

Responsibilities:

• Involved in Agile development process based on iterative development.
• Design development of presentation layers using HTML, CSS, JavaScript and JQuery.
• Used JavaScript 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.
• Implemented Performance Tuning to make the pages load fast and in an effective way.
• Implemented AJAX to speed up web application.
• 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.

Confidential

Web Developer.

Responsibilities:

• Developed Presentation Layer and Front End using HTML, CSS, and JSP and validated the data using AJAX and JavaScript.
• Worked on creating user interfaces for SDNOM using HTML, CSS, AngularJs, and JavaScript.
• Creating Service Oriented Architecture (SOA) based solutions using SOAP messaging framework.
• Implemented mailing system (Send mail) with attachments.
• Used jQuery for event handling and GUI functionalities.
• Redesign part of an existing web application that was meant for desktops to work on mobile phones using jQuery Mobile.
• Enhancement of existing application utilizing JSP, Created HTML navigation menu that is role based menu items changes dynamically, derived from the database in the form of XML.
• Developed user interface using JSP, Struts and Java Script to simplify the complexities of the application.
• Develop a real time mobile web application using jQuery Mobile, MVC and web services.
• Worked on Cascading Style Sheet (CSS) and XSL to format the HTML output.
• Implemented role based security for the user groups.