PROFESSIONAL SUMMARY:

• Having 6+ years of experience in IT with over 4+ years of good experience on ServiceNow Development, Maintenance and Administration.
• Worked on Customization of SRM according to the client’s requirements and Configure with respect to backend applications i.e. Incident and Change Management.
• Good understanding of Helpdesk/ServiceDesk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes
• Good Knowledges of ITIL and ITSM best practices.
• Hands on experience on various IT Services of Service - Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Good understanding of Helpdesk/ServiceDesk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes
• Expertise in CMDB, Orchestration, Discovery, Service Mapping and Asset Management.
• Very good exposure towards ITOM and ITSM modules, Expertise in implementing agentless work in the enterprise using the ServiceNow Instance .
• Functional knowledge and implementation experience of ITSM frameworks.
• Expert on ServiceNow Discovery module, comfortable deploying discoveries in a multi-datacenter environment. Proven ServiceNow implementation experience. Multi-domain/service provider model experience within a SNOW platform.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Create, monitor, modify, and publish service catalog workflows with approvals. maintain Single Sign-On integration
• Create an access control rule (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
• Loads, manipulates and maintains data between ServiceNow and other systems.
• Familiar with ServiceNow Content Management System (CMS)
• Hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Configure Service-Now tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Experience in Using IT Process Automation with SaaS & Data Base Designs for Modeling.
• Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, AJAX, HTML and DHTML.
• Provided assistance to clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis.
• Excellent work ethics, self-motivated, quick learner and team oriented.
• Good Experience in Asset Management Skills.
• Having Experience in CMDB & Experience in using Fuji Patch and Hot fix.
• Good Knowledge in Software Asset Management

TECHNICAL SKILLS:

ITIL: ITSM Suite, ITOM, Service Now, JavaScript, HTML, CSS.

Languages: C, C++, Java, J2EE, ASP.Net(C#), SQL, PL/SQL, PowerShell, Curl Programming, Shell Scripting, JavaScript, VBScript.

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: Oracle 10g/11g, MySQL, SQL, SQL Server 2005, MS Access

Application Servers: IIS 5.0, IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

ServiceNow Versions: Dublin, Eureka, Fuji, Geneva, Helsinki,Jakarta,Kingston

Legacy Applications: HP Service Manager, HP Asset Manager, CA Service Desk, BMC Remedy

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA.

Service now Developer

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Responsibility from onsite for project design as per client’s needs, development, tracking, Split & assign work to offshore, giving regular presentations to stake holders etc.
• Created functional and technical specifications documents for various ServiceNow modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in ServiceNow.
• Worked on Discovery, Orchestration, Mid-Server Configurations, Service Mapping.
• Coordinating the instance upgrade activities.
• Worked on Service Mapping and service watch.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on domain separation and worked on CMDB from the scratch
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Developed ServiceNow Catalog services for the Service Desk and Implemented the call intake screen
• Enabled and customize the Event Management capabilities
• Perform integration of external monitoring tools with Event Management (Site Scope, Splunk)
• Analyzed requirements and accurately estimate effort of work to design, create and implement solutions.
• Collaborated with business analysts and other developers to identify ways to simplify user experience.
• Designed and implemented process workflows, procedures and technical standards.
• Collaborated with other developers, analysts and stakeholders for requirements development, ensuring that stakeholders understand the design capabilities and/or limitations, engaging development staff in the transfer of functional requirements into system design.
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client-side changes.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Designing the Content Management System for Varian system which involved CSS and service catalog work.
• Provide training on ServiceNow process, operations and capability to all required teams.
• Involved in production support for all the ServiceNow related issues.
• Worked on Integration with SolarWinds.
• Worked on ServiceNow upgrades.
• Involved in Configuration of Mid-servers.
• Moving data in and out of an instance using import sets and transform maps and auto import of data into ServiceNow.
• Total application development from the Start to the End.
• Provide process oversight and consulting and execute tasks assuring quality and integrity of GRC tools and deliverables.
• Wrote the script includes and invoked them in business rules and client scripts.
• Developed solutions in the ServiceNow platform that are ITIL V3compliant and defined business solutions for ITIL users.
• Experienced with leveraging the ServiceNow APIs including integrations, web services
• Experienced with creating database views and complex reports
• Experienced with Mid-Server related functions such as Discovery and Data Exports
• Experienced with Creating and Managing Scheduled Jobs
• Generating weekly reports and metrics for IT management.

Confidential, Dallas, TX.

ServiceNow developer

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Working with client and functional requirements within Service Now.
• Facilitating rollout of new applications and modules.
• Worked on configuration of Mid-servers and service Mapping.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Administered the instance including the delegation of groups, modification of CMS, workflows, business rules, integrations, dictionary, catalog items and updates of all other existing solutions requiring revisions.
• Determine the gap analysis of what requirements cannot be met by the “Out of the Box” configuration and the Enterprise core set-up.
• Built “Proof-Of-Concept” solutions to support accurate customer proposals and implementation plans.
• Worked on Discovery, Orchestration, Mid-Server Configurations, Service Mapping .
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• 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
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts
• Imported Active Directory to Service now using data sources.
• Collaborated with business analysts to clarify requirements and create test cases.
• Discussed with stakeholders how interfaces will operate, how input forms and output reports will appear and function, and the details of the security plan to ensure that user requirements and established guidelines are met.
• Created data sources and loaded the Service-Now tables with different data formats
• Created 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.
• Service Desk internal application, where user will take care of any issues raised by various teams enter to portal by checking logs and create level of problem/incident and assigned to teams to resolve issue.
• Designing the Content Management System for Varian system which involved CSS.
• User &Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Managing client scripts, UI policies, UI actions and Data policies.
• A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management.
• Actively participated in Discovery of various CI’s in network.
• Good knowledge on Single Sign on and event-based integrations.
• Created custom applications based out of IT-GRC application.
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Worked extensively on Configuration & Asset Management, Change Management and Release Management.

Confidential

ServiceNow Developer/Administrator

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within Service-Now.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• 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
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Designed, developed, and maintained the report portal which provides user access to scheduled reports and report parameters.
• Provided user training, guidance and instructions for information retrieval from Oracle databases.
• Involved in testing reports for correct mapping of the objects and data.

Confidential

Developer

Responsibilities:

• Worked on bug fixing and enhancements on change requests.
• Developed user interfaces using JavaScript, HTML and CSS.
• Developed Exception handling logic in application.
• Developed and implemented client side and server-side validations.
• User Interaction with data base has done using MYSQL.
• Experience with test driven software development and unit testing.
• Analyzed and reviewed functional and technical requirements.
• Developed Use Case Diagrams, Sequence Diagrams and Class Diagrams using Rational Rose.
• Used SVN, the version control tool for code commit and update.
• Involved in Unit & Integration Testing for different Modules in the application.