PROFESSIONAL SUMMARY:

• Overall responsibility, including management, maintenance, upgrades, and improvements for IT Service Management application (ServiceNow) and underlying ITIL Processes.
• Good understanding and knowledge on all phases of the software development life - cycle (SDLC) and familiar with methodologies like Waterfall, Agile/Scrum.
• Gathering business requirement from client and mold in to technical aspects.
• Knowledge of SQL server queries. Implement Incident Management, Request Management, Change Management.
• Proven experience in working with wide variety of ITIL tools like BMC Remedy and various ServiceNow modules, CMDB, ITIL tools, integrations within complex ITSM environment.
• Worked on integrations like LDAP, TIBCO, SCCM, using soap web services. Experience in SCCM for desktop deployments.
• Developing, testing, deploying and updating workflows and approval flows and rules
• Good understanding of ServiceNow and its Development Life Cycle from Calgary to Geneva.
• Expertise in Java script, debugging, optimizing the performance and working of Client Scripts, Catalog Client Scripts, Server-Side Scripting, UI scripts and UI Policies.
• Good knowledge in Business rules, activate plugins, manage data with tables, Import sets and Update sets, Control system access and data security, Control access to the application and its records.
• Proficient in activities like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Experience in ITOM. (Discovery, Orchestration, Service Mapping, Event & Demand Management).
• Knowledge on Service Mapping and Service Watch.
• Created service portal as an alternate to CMS using the angularJS and Bootstrap framework.
• Created custom and scoped applications to Customer based on the business needs.
• Have very good understanding about the Studio and have worked in pushing the data to Git hub repository while working on scoped applications.
• Manage the lifecycle of functional validation through multiple environments; including the organization of new test infrastructure to support the pace of Investment Advisory Program deliverable.
• Practical background and experience in service delivery and support processes at large organization.
• Maintain the integrity of the Service-Now tool across production and non-production environments.
• 7+ years of experience in IT Service Management (ITSM) including design, development, testing and implementation of the projects.
• Expert in reviewing and approving validation documents in accordance with company policies and procedures.
• Hands on experience on various ServiceNow Modules like Service Catalog, Incident, Problem, Change Management, SCRUM, Configuration Management Database, Asset, Knowledge, Release, Content Management, SLA, ACL’s, Reporting and Integration with Web Services.
• Working experience of various phases of SDLC such as Planning, Requirement Analysis, Design, Development, Testing. Go-live and Support.
• Experience with Public Cloud Infrastructure (AWS) automation.
• Work experience on DISCOVERY and set up mid servers and check for the connectivity.
• Understanding of IT Service Management (ITSM)and the ITIL business process. Maintain (SLA)and monitor an SLA workflow.
• Hands on experience Dublin, Fuji, Geneva, Helsinki and worked on upgrading Helsinki to Istanbul.
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
• Perform approved changes to the GxP cloud based the documented change control SOPs.
• Extensive knowledge of Front End Technologies: HTML, CSS, JavaScript, jQuery, AngularJS, XML, XSL and XSLT.
• Worked on Various Web Services Integrations using SOAP and REST.
• Client sides Scripts, Glide API’s, Inbound email Actions, SNOW OOB implementations.
• Server-Side Script- Business Rule, Script Include, Processors. REST API, Table API’s, SOAP web services. MID server Integrations. Background scripts. Task relationship, many-to-many, one too many. Reports customization, Database views
• Knowledge in working with the deployment of notification tool in ServiceNow instance.
• Configuration Management: setting up Configuration Management from scratch defining the CI classes and their relationships. Used JDBC and ODBC of Data Sources for setting up the configuration database in ServiceNow.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow, BMC Remedy ARS 8.1, 7.6.4/5.x/4/x, Service Desk 7.6.4/6.x/5.x/4.x,Service Request Management 2.1/2.2/7.6,Change Management 7.6.4/6.x/5.x/4.x,Remedy Asset Management 7.6.4/6.x/5.x/4.x, Service Level Agreement 7.x, Mid-Tier, DSO, Remedy Migrator 7.x/5.x, BMC Atrium CMDB 2.x, Remedy Approval Engine

Specialties: ServiceNow, Remedy Now, ITIL.

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX.

Scripting Language: JavaScript, Jelly Script

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: TOAD, SQL*Plus10g/9i.

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: UNIX, Linux and Windows

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint).

PROFESSIONAL EXPERIENCE:

Confidential, Dearborn, MI

ServiceNow Developer

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Develop / Configure workflows, forms, and underlying logic using SCRUM / Agile methodologies
• Worked on loading the data into Service-Now using import sets.
• Imported Configuration Items(CI) from third party applications using import set tables.
• Involved in migration between various Service-Now instances using Update Sets.
• Loaded assets into SNOW from third party system using Web Services and Import Sets.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• Involved in providing production support for service catalog, incident, problem, change, release, deployment, task and knowledge management modules in ServiceNow platform.
• Access Automation using REST Integration and Scripted Web Services.
• Responsible for designing, analyzing and developing business application which involved customization and work flow administration, data imports, custom scripting using java script.
• Created custom tables, based on business needs.
• Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Worked on Email Notification, Reports and Database views.
• Checking MID server health and monitoring ECC queue.
• The objectives of PPM are to determine the optimal resource mix for delivery and to schedule activities to best achieve an organization’s operational and financial goals.
• Prioritize the right projects and programs PPM can guide decision-makers to strategically prioritize, plan, and control enterprise portfolios.
• Responsible for creating various workflows for Incident Management, Change Management, Problem Management, Service Requests and SLA's.
• During development, worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Customized Helsinki Service Portal and powered them using Angular JS and Jelly Scripting.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Excellent knowledge on code migration between various ServiceNow environments using Update Sets.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Provide backup to other team members, as needed, for activities such as CMDB administration, system upgrade and patching, regression testing and releasing of new applications.
• Integrated Microsoft SCCM with Service Now for pulling the entire configuration item into Service Now.
• Played a significant role in developing policies and processes related all areas of the software asset lifecycle and defined strategies for managing and optimizing software asset usage.
• Creating custom UI pages using Jelly scripting in ServiceNow.
• Creating Multiple control conditional expressions using jelly scripting and other jelly tags.

Environment: Agile/Scrum, ServiceNow, XML, SQL, DISCOVERY, HTML, Angular JS, SOAP, REST, PPM, JavaScript, Incident Management, Change Management, Problem Management, Jelly Scripting, SCCM, Windows 7

Confidential, Plano, Texas

ServiceNow Developer/Administrator

Responsibilities:

• Expertise on implementing end-to-end Incident Management, Configuration & Asset Management, Change Management, Release Management, Service Catalog Management.
• Used the development tools provided in Widget Editor to write AngularJS, CSS, and JavaScript to power a portal.
• Built catalog items from scratch along with advances customizations as per the complex requirements.
• Configured and executed client’s scripts/UI policies.
• Integrating Service catalog module with third party application tools using Web Services and fixing the issues which come up while the tools are getting interacted.
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Responsible for the ServiceNow tool administration module and creating new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Created many scripts which include Business rules for server-side scripting.
• Developed validation deliverables for the application.
• Worked extensively on LDAP integrations. Very good understanding of Integration with various network protocols.
• Good knowledge on Single Sign on and event-based integrations.
• Performed commissioning the test scripts in Development and Validation Environments.
• Perform ServiceNow implementation tasks including configuration, integration, custom programming.
• Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.
• 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.
• Excellent knowledge on setting up the Change Management along with advanced customizations for Risk Assessment Calculator on a script includes level.
• Worked on integrating ServiceNow with external SOAP web services.
• Played a significant role in developing policies and processes related all areas of the software asset lifecycle and defined strategies for managing and optimizing software asset usage.
• Conducted Gap Analysis, Change Control and GxP Assessment.
• Implemented Single Sign On (SSO) using SAML 2.0
• Performs System and integration testing with sample/live data with Support Services team.
• Configuring SLA’s and Reports. Defining the process for each service request.
• Creating scheduled jobs/tasks, monitoring ticket queues and generating reports/ statistics. Working knowledge of Knowledge base articles, incidents, CMDB and dictionaries.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.
• Check the change management document and verify the changes. Assist in Release Management during product and patch releases.
• Provide training sessions on ticketing tools, reporting and data entry. Developed UI Actions, script includes and Business rules for overall platform.
• Following up with clients, interacting with end users on process requests, user training etc.

Environment: Agile/Scrum, ServiceNow, XML, DISCOVERY, HTML, Angular JS, SOAP, Asset Management, Incident Management, Problem Management, JavaScript, Windows 7

Confidential, Pittsburgh, PA

ServiceNow Developer

Responsibilities:

• Made basic configuration changes to the UI using Branding Editor and other components of Service Portal. Edited and extended portals, pages, and widgets.
• Created rich web applications right on the ServiceNow platform.
• Working on creation and customization of complex workflows and custom workflow activities. Worked with transform maps, data sources and different transform scripts for data loads and management.
• Strong understanding of Configuration Management from a business process and technical perspective. Work with process owners for Asset Management, Purchasing, and Configuration Management (CMDB) to understand current processes and procedures and provide solutions using ITSM.
• Developer for Release Management application includes: designed and built the entire ServiceNow Release Management suite. Configured products, features, release, tasks, scrum integration, approvals, workflow and phases.
• Worked on Web Services like SOAP and REST.
• Define the release management processes, roles and responsibilities, and gather the business requirements.
• Developer for ServiceNow Software Management application includes install/create/modify: software models, entitlements, enterprise and subscription licenses, service licenses, unallocated licenses, software installations, software usages, software counters for software license reconciliation, license calculations, custom license types, software contracts, software discovery models, processor mappings, upgrade and downgrade licenses, approve a model, automatic matching to an existing model; merging software licenses; creating and managing software suites, refreshing processor definitions, license compliance checker, finding software on the network, scanning software installation with the System Scheduler.
• Creating and managing policies, standards, and internal control procedures that are cross-mapped to external regulations and best practices
• Importing Authority form external standards provider.
• Following up with clients, interacting with end users on process requests, user training etc.

Environment: Agile/Scrum, ServiceNow, HTML, SOAP, REST, Release Management, JavaScript, Windows 7

Confidential, Philadelphia, PA

ServiceNow Developer

Responsibilities:

• Involved in gathering business requirements and analyzing the project scope, for ServiceNow development and administration.
• Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management and Email Notifications.
• Application Support for Incident Management, Problem Management and Service Catalog. Involved in developing workflows. Reviewed Business Rules and recommended solutions for implementation.
• Involved in design and development of ServiceNow forms and views. Developed Scripts to invoke existing Script Include. Used Glide Scripting to develop Business rules.
• Created several Client Scripts, UI policies, and UI Pages using JavaScript. Used Notifications to communicate to group of users. Developed Views, Approval and Assignment Rule Development.
• Development of SLA's for the organizations. Implementation of ACL's. Customized Service Catalog Management.
• Performed code migration using update sets. Used Web Services, Email Integration to integrate applications and data sources. Gathered requirements for Incident, Problem and Change Management applications in ServiceNow.
• Creation of Custom Related List, Dictionary fields.
• Gathered business requirements from the customers, stakeholders, end-users.
• Involved in weekly scrum meetings.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.
• Created Use Cases, Class Diagrams, Sequence Diagrams and Flowcharts for the Optimization Module using MS Visio.
• Used ACL's for controlling the security mechanism in ServiceNow.
• Developed and configured Business Rules, Script Includes, UI Policies, UI Actions, Catalog Client Scripts and Client Scripts, Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc.
• Developed and maintained APIs and data integration processes between ServiceNow and other services.

Confidential

Java Developer/BMC Remedy Operations Specialist

Responsibilities:

• Contributing in Design and Developing New Features in ITSM Applications (Change Template Tree Selection).
• Fixing Customer/Partner and Internal Defects in Change Management Application.
• Came up with Developer Guide for all the Hot Spot Areas of ITSM (like Foundation, Template Area, Work Info, Process Flow Bar, Custom Process Flow, Approval Server Application Integration, Notification and Risk Factor Calculations.
• UI enhancement was done for Change Management forms with autocomplete, highlighting required fields using workflows.
• Handling Customer Escalations in Change Management Application Defects.
• Studying ITSM Application Workflows and coming up with the new coding strategies which would improve the overall Application Design.
• Involved in moving Client-side workflows to Server side using SERVICE call, table chunking to improve the performance.
• Having hands on with troubleshooting Bread Crumb functionality when it was introduced for better navigation between forms and applications.
• Experience on preserving customization using OVERLAYS when worked with Remedy on Demand (ROD) upgrade projects to provide support from the application perspective.
• Hands on with Remedy Installation, upgrade and recon procedures.
• Owner of the Change Management Template Area to ensure minimizing the number of incoming defects in this area.