SUMMARY:

• Over 8 years of Professional IT Experience in ServiceNow platform as both Developer and Administrator .
• Experience developing ServiceNow applications from business requirements and technical design documents. Involved in Scrum/SDLC for the development of ServiceNow.
• Good understanding of Helpdesk / Service Desk, Asset Management, Change Tasking, Service Level Agreement and Service Request Management.
• Experience in the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.
• Work on Client side and Server side scripting according to the client requirements using Glide Record A PI’ s .
• Experience in col lection of multi projects with the company using Project Portfolio Management (PPM).
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Experience in creating the Service w atch along with discovery CI.
• Configuration of Email Notification and Email Integration .
• Experience in loading data into ServiceNow using Import Sets .
• Experience in creating reports , Dashboards and schedul ing the report generation i n ServiceNow.
• Experience in configuring the A ccess Control List (ACL) in ServiceNow.
• Experience in configuration management database (CMDB), System Center Configuration Manager.
• Experience in creating Update Sets to migrate group of customizations from one instance to another instance.
• Experience with GRC(Governance, Risk, Compliance) process such as Documentation, policy creation, monitoring and verification, Reporting.
• Skilled in gathering Specific, Measurable, Attainable, Realistic, Timely (SMART) requirements and mapping them into functional specifications emphasizing on workflow analysis, UI design, business process analysis and process flows
• Hands on experience in creating Users, Roles, and User Groups
• Expertise in creating Business Requirement Document (BRD), Functional Requirement Document (FRD), Use Cases, Activity Diagrams, System Requirements Specification (SRS) and Technical Requirement Document (TRD).
• Excellent work experience on Front - end and Back-end testing.
• Experience on various IT Services of Service Now tool like Incident, Problem, Change, and Service Catalog requests, Service Portals, Report, Gauges and Web Service Integration a long w ith MID Server.
• Created various frontend forms, and associated Client Scripts, UI policies.
• Good Understanding in gathering Systems Requirements Analysis, Design, Coding, Testing, Implementation and Documentation.
• Experience in web development and application development using HTML, JavaScript and CSS, J2EE, PERL.
• Experience in making automation of the workflows and updates of MID server.
• Great involvement in ServiceNow updates and migrations.
• Participated at various levels of customization in Incident management and Change Management, Service Request Management applications and custom-built applications for various clients in different industry segment
• Experience in LDAP Configuration and Connection Management.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow & SSO (Single sign-on).
• Experience Define, Document, Maintain and Enforce Project Coding Standards
• Created SLA, Schedules and attached these to the incident/change/requested items and various Service Offerings etc.
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates.
• Importing asset data from external data source to ServiceNow .
• Experience in creating Service catalog work flows such as Procurement, approval, events.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps .
• Experience in configuring and customizing Data sources, transform maps, Data policies.
• Good communication, analytical, leadership and project management skills.
• Excellent team member with a strong ability to lead and balance multi-project workload.

TECHNICAL SKILLS:

ITSM TOOLS: ServiceNow, BMC Remedy, HP Service Manager, ITSM Suite

Web Technologies: HTML, XML, MSXML.

Operating Systems: UNIX, Windows XP/7/8/10, Linux

Languages: C, C++, XML, HTML, XML, JavaScript, SQL, CSS, Angular JS, Bootstrap.

Databases: MS SQL Server, My SQL, Oracle, MS Access

Reporting Tools: ServiceNow Reporting, SQL Server Reporting Services and Data Reports.

WORK EXPERIENCE:

Confidential, Tampa, FL

ServiceNow Developer/Admin

Roles and Responsibilities:

• IT Service Management applications development on ServiceNow platform to automate the day-to-day corporate business processes.
• Created and used update sets to move customizations between the instances.
• Created and maintained custom applications as per user requirements.
• Created mobile application and to get the current location and also keep the track of the current location.
• Experience in maintaining CMBD and populating it with configuration items (CI).
• Experience in Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
• Experience in Service w atch module with Fuji version and later.
• Experience in the Creating Project Portfolio Management (PPM) and sub-project associated with it.
• Experience in PPM understanding like start date, End date, risk, Scope, Cost, ROI%, complete%.
• Involved in transfer of data from one instance to other by creating and modifying Update sets.
• Experienced with UML in creating Flow charts, Use Cases, Class diagrams, Sequence diagrams and Activity diagrams.
• Experience in GRC modules likes control, Risk, Policies, Documentation, Monitor, and Reporting .
• Experience in GRC policy creation with understanding entities, Risk & Control .
• Performs conformance reviews for requirements, estimating, business design, technical design, and produce.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Developed Integration with System Center Configuration Manager (SCCM).
• Created Service portal custom application using AngularJS.
• Experience in working with Event management, Service mapping using Service mapping.
• Gathering requirements from the business users, writing functional/technical documents and test cases.
• Experience in creating Service catalog work flows such as Procurement, approval, events.
• Experience in writing Jelly scripting whenever needed.
• Migration from BMC remedy to ServiceNow.
• Creating custom Tables, Fields and configuring Access Controls over them.
• Experience in designing, implementing, securing and maintaining the computer systems for its test, development and production environment.
• Experience with Management Platforms such as AWS, VMware, AZURE, BMC, SharePoint and integrating these platforms using ServiceNow discovery.
• Used SERVERSIDE SCRIPTING (Business Rules, UI Action, UI Macro, UI Page) to meet the data requirements set forth by the Customer and working on running Schedule jobs.
• Migrated customer support and alert ticketing from CA Service Desk to ServiceNow for all monitoring tools leading to saving money by lowering maintenance and license agreement costs.
• Experience in Asset management module with categories of asset models, Create asset models, creating individual asset models.
• Generating the audit evidences through Active Directory, Change Auditor and PowerShell commands.
• Importing asset data from external data source to ServiceNow .
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Experience in Making the updates automation and workflows.
• Orchestration development and implementation for SQL Deployments .
• Providing support during the UAT process and postproduction deployment .
• Experienced in conducting User Acceptance Testing, SWOT analysis, Cost benefit analysis and ROI analysis.

Environment: Windows 7, JavaScript, XML, HTML, ServiceNow Jakarta/Istanbul /Helsinki/ Geneva, CSS, AJAX, CMDB, ITOM, PowerShell, Azure, BIRT 2.5.1, SQL Server.

Confidential, St Louis, MO

ServiceNow DEVELOPER/ ADMIN

Roles and Responsibilities:

• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Worked with escalating issues, diagnosing, resolving with the help application like incident management, Problem management.
• Ensures cross functional communication occurs between development activities and understands the whole solution - BIG PICTURE.
• Integrating ServiceNow with Azure, PagerDuty and PeopleSoft (JDBC, Web Services, Data Sources)
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• Gathering and documenting user and process requirements.
• Collaborating effectively with other ServiceNow administrators to develop global solutions.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Customizing form layout and designing forms.
• Configured end to end process for Knowledge management and worked on the knowledge Centered Support (KCS) plugin.
• Experience Define, Document, Maintain and Enforce Project Coding Standards
• Created various frontend forms, and associated Client Scripts, UI policies, and advanced customizations that require modification of UI Pages/Macros.
• Developed Integration with System Center Configuration Manager (SCCM).
• Involved in upgrading to Helsinki and fixing the bugs. Developing solutions to the fix the issues with in the given time frame.
• Ensuring appropriate tools and processes are in place to have a development/production environment that is reliable and reproducible.
• Developing workflow customizations and supporting the Service Transformation teams.
• Collaborated to gather data from multiple sources and contributed in data analysis and data cleaning required for data migration.
• Analyzed agency wide workflow systems to identify opportunities for improvement through automation and thereby developed flowcharts using BPM and MS Visio 2010.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Customization of ServiceNow applications.
• Identify system deficiencies and recommend solutions.
• Performed Troubleshooting issues arise on the Linux server.
• Experience in Create User Acceptance Test Cases (UAT).
• Experience in Co-ordinates UAT activities with customer.
• Experience in Executing Test Plan (execute test cases- system and UAT)
• Configuration of service portals/configuration and support of GRC and Security Operations-related processes.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, Web Services, CSS, HTML5 , PERL
• Writing Catalog client scripts and UI policies to make client-side changes.
• Taking frequent back up of data, create new storage procedures and scheduled back up using Linux.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Involved in customization of forms for various ServiceNow applications.
• Rendered data using Ajax and mustache template.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Involved in various ServiceNow customizations as per client's requirement and in migration between various ServiceNow instances using Update Sets.
• Worked on Service Catalog, Incident, Problem, Configuration Management and Integrations, along with good overall knowledge of Change Management and Change Reports.
• Worked on Glide AJAX and Glide Records for scripting and UI actions .
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Designed and created homepages including basic reporting, gauge configuration and dashboard presentation.
• Experience in gathering the requirement when migrating from the JIRA to ServiceNow.
• Deployed applications on AWS by using Elastic Beanstalk.

Environment: Java Script, Jelly Script, XML, JSON, AJAX, jQuery, HTML , Servi ceNow Istanbul /Helsinki/ JIRA, Azure MySQL, SOAP.

Confidential, Phoenix, AZ

ServiceNow Admin/Developer

Roles and Responsibilities:

• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads.
• Involved in writing and modifying scripts for application deployments as well as system monitoring.
• Analyzing the workflows so that the existing interfaces and the OOTB functionalities were not disturbed to meet client requirement with successful outcome.
• Creating technical specification documentation after all the work has been done.
• Scheduled cloning and migration of data from instances with ServiceNow.
• Monitored and administered automated build and continuous integration processes to ensure correct build.
• Created user access control to restrict users based on user roles and assigned security permissions .
• Creating scheduled jobs/tasks, monitoring ticket queues and generating reports/ statistics . Working knowledge of Knowledge base articles, incidents, CMDB and dictionaries.
• Provide training sessions on ticketing tools, reporting and data entry. Developed UI Actions, script includes and Business rules for overall platform.
• To set up Configuration Management and defining the CI classes and their relationships.
• Used data Sources & web integrations for setting up the configuration database in ServiceNow.
• Created complex transform scripts in transforming the data into the SNOW database .
• Experience of integrating ServiceNow with third party tools and implementation of SOAP and REST API.
• Responsible for the ServiceNow tool administration module and creating new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Built catalog items from scratch along with advances customizations as per the complex requirements.
• Configured and executed client's scripts/UI policies.
• Attended Review Meetings and Project Meetings, Analyzed Business Requirements and Functional Specifications and performed the development.
• Developed Reports using complex queries as per client request as a part of production support.
• Extensively involved in coding of the Business Rules through PL/SQL using the Functions, Cursors, Triggers, Stored Procedures, and Packages in the server side.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting.
• Developed new service catalog items and fix bugs in incident, problem and change management.
• Created various frontend forms, and associated Client Scripts, UI policies.

Environment: Service-Now Eureka/Fuji, JavaScript, XML, JSON, HTML, jQuery, Jelly Script, SQL, SOAP, REST.

Confidential, Dallas, TX

ServiceNow Admin/Developer

Roles and Responsibilities:

• As per the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.
• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Created all JavaScript logic (validation, animations, transitions, template, date picking)
• Experience in Service Portal.
• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
• Experience Collaboration effectively with other ServiceNow administrators to develop solutions and handle general updates and configuration changes/requests.
• Configuring Integration Web Services with Third Party application by using SOAP Web service.
• Experience in gathering requirements and analysis of Incident Management and change Management.
• Created AngularJS Services to contact backend Web API to fetch needed data.
• Experience in writing shell scripts, integrating database code, testing and debugging, and contributing to code bases using PERL.
• Experience in Testing and Implementation of the blocks of code.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Involved in upgrading to the latest version of ServiceNow and helped in fixing the bugs.
• Gathered requirements for SLA and configured in ServiceNow.
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Creating technical specification documentation after all the work has been done.
• Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.
• Involved in performance tuning of the ServiceNow and worked on System Diagnosis.
• Created user manuals for all the users on using Info View and exporting reports to various formats.
• Scheduled cloning and migration of data from instances with ServiceNow.

Environment: Service-Now Dublin, JavaScript, XML, JSON, HTML, jQuery, Jelly Script, SQL, SOAP, REST.

Confidential

ServiceNow Developer

Roles and Responsibilities:

• Working with the client and functional requirements within ServiceNow.
• Development of service catalog which includes creating new catalog items, designing workflow and execution plans.
• Created various workflows for Incident Management, Change Management, Request Management, service Requests .
• Design and implementing new functionality using Business Rules, UI Policies and Access Lists, UI Actions, Script Includes etc.
• Provided access control on the user table for the end users in the service Portal.
• Created business applications that extends task table using Platform Run time (Create Now).
• Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, diagnosing, resolving, monitoring and reporting in ServiceNow.
• Added guidelines on updating incident records by each involved group with progress and resolution details.
• Coordinated service Catalog options, including two steps check out, cart controls, and variables.
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Involved in performance tuning of the ServiceNow and worked on System Diagnosis.
• Migrated the data from internal ServiceNow tools using import sets into the Portal.
• Created user manuals for all the users on using Info View and exporting reports to various formats.
• Used data Sources for setting up the configuration database in ServiceNow.
• Following up with clients , interacting with end users on process requests , user training etc.
• Creating technical specification documentation after all the work has been done.

Environment: ServiceNow/Dublin, ITIL, Java Script, XML, CSS, jQuery, HTML, CSS, Windows-7

Confidential

ServiceNow Admin

Roles and Responsibilities:

• Perform day to day support, administration and maintenance of the ServiceNow platform
• Work closely with the ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams.
• Develop, configure and improve core and custom applications
• Work directly with end users to resolve support issues within ServiceNow
• Monitor health, usage, and overall compliance of ServiceNow.
• Perform installation and testing of ServiceNow updates and new releases.
• Develop clear and concise technical and process documentation.
• Worked on various modules of Service Now like Incident, Problem, and Service Catalog .
• Worked on Service Catalog for creating catalog item.
• Creating Update sets for recording the changes that are done within ServiceNow.
• Created notifications-based user requirement and configured inbound email action to create incidents or requests.

Environment: ServiceNow/Dublin, HTML, Java script, XML, CSS.