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Servicenow Developer/admin Resume

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SUMMARY:

  • Overall 4+ years of experience as IT professional with over 4+ years of hands on experience in ServiceNow Analysis, Development, Maintenance, Support and Administration.
  • Experience in Configuring Applications using Service - Now tool, used in ITIL Management. Strong understanding of ITIL V3.
  • Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow Implementations.
  • Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
  • Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third-party integration for Service Now platform.
  • Strong working knowledge of Software Development Life Cycle (SDLC) Testing Methodologies, Techniques and good working knowledge on Software Development Methodologies like Agile, Scrum and Waterfall.
  • Worked on portal development that included writing down angular JS widgets more on the client side, server side so making sure these widgets work both on desktop and as well as mobile level.
  • Involved in developing the Angular JS MVC framework for the Single Page Application development .
  • Strong Experience in Design, Development and Execution of Test cases, Test Scenarios and Automated Scripts.
  • Hard working, highly motivated, and reliable individual with a constructive approach to the business, client and to other team members.
  • Good experience in developing Workflows and in customizing the applications in Service Now using JavaScript, Jelly, XML, and HTML.
  • Experience in creating the Custom Applications, Modules in Service Now as per the requirements.
  • Worked closely with networking team for trouble-shooting Discovery issues.
  • Experience with working on UNIX/LINUX , Windows XP Operating Systems.
  • Gathered business requirements from the customers, stakeholders, end-users.
  • Experience in Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM.
  • Experience in working on the ITIL Process Configuration like Incident and Problem Management, Change Management, Knowledge Management, CMDB, Asset Management & Service Catalog Management in ServiceNow.
  • Experience on the implementation and maintenance of Business Rules, Client Scripts, and UI Policies.
  • I have a good understanding of Angular JS and JavaScript and can solve errors very quickly. Hands on experience in web development using HTML, JavaScript, CSS and in application development using Java/J2EE .
  • Designing architectures for ITAM systems including integrations with financial, HR and other IT systems and ITIL processes.
  • Good understanding and hands-on Glide Forms, Records, Scratchpad, AJAX and Glide System used in UI Actions, Business Rules, Client Scripts.
  • Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table record.
  • Data modelling and creating ACL for new custom tables. Also, involved creating Custom Application and Modules.
  • Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
  • Worked with Import Sets and Update Sets in ServiceNow.
  • Expertise on creation of workflows for Service Catalog Items in ServiceNow.
  • Experience in working with Eureka, Fuji, Geneva versions of ServiceNow and worked on upgrading Geneva to Helsinki and Helsinki to Istanbul.
  • Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile and SCRUM.
  • Configured ServiceNow tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
  • Developing and configured Business Rules, Script Includes, UI Policies, and Catalog UI policies, UI Pages, Catalog Client Scripts, Client Scripts, UI Actions, UI Macro, Dynamic Content and Style Sheets etc.
  • Performed integrations and process automation using ServiceNow Orchestration .
  • Worked on DISCOVERY and set up mid servers and check for the connectivity.
  • Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
  • Development experience adhering with SDLC processes like Waterfall, Agile, Test Driven Development
  • Worked on ServiceNow ITSM solutions to give end to end visibility into ITIL processes and infrastructure through a single system of record.
  • Installing MID Servers and scheduled discovery to find available devices in the network.

TECHNICAL SKILLS:

ITIL Services: ServiceNow Geneva/Helsinki/Istanbul/Jakarta/Kingston, CMS, LDAP & MID Server

Programming Languages: JavaScript, JEE, SQL, PL/SQL, Jelly Script, HTML, CSS

Software Methodologies: SDLC, Agile, Scrum, Waterfall

Web Services: REST, SOAP

Database: MySQL, Oracle DB

Database Tools: SQL Client, SQL Developer

IDE: Eclipse, Net Beans

Version Control Tools: CVS, SVN, GitHub

Tools and Packages: MS Office, MS Visio

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow Developer/Admin

Responsibilities:

  • Experience on ServiceNow Customizations as per client's requirement.
  • Worked on setting up Email Notifications for different ITIL modules in ServiceNow.
  • Developed workflows and in customizing the applications in ServiceNow using Java script, AJAX, HTML.
  • Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
  • Worked on ServiceNow Jakarta and upgrading to Kingston.
  • Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
  • Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now
  • Involved in creation of Service Now Applications , Modules, tables, columns as per requirements.
  • Experience in configuring the SLAs for various ITIL processes as per the client requirements.
  • Development of Service catalog which includes creating new catalog items, designing workflows and execution plans
  • Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
  • Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
  • Configuring Email, inbound and outbound email activities and creating mail scripts on need premise.
  • Worked with Import Sets and Update Sets in ServiceNow.
  • Expertise on creation of workflows for Service Catalog Items in ServiceNow
  • Developing and configured Business Rules, Script Includes, UI Policies, and Catalog UI policies, UI Pages, Catalog Client Scripts, Client Scripts, UI Actions, UI Macro, Dynamic Content and Style Sheets etc.
  • Worked on ServiceNow ITSM solutions to give end to end visibility into ITIL processes and infrastructure through a single system of record.

Confidential, Boston, MA

ServiceNow Developer/Admin

Responsibilities:

  • Worked with Import Sets and Update Sets in ServiceNow.
  • Expertise on creation of workflows for Service Catalog Items in ServiceNow.
  • Updating Incident/Problem/Change module based on client feedback.
  • Creating new groups and adding users to the groups in ServiceNow .
  • Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also, Workflow has been created to support the Approval workflow and task assignment.
  • ServiceNow Application UI Configuration , Data Loads using import sets, development of reports & metrics for executive management.
  • Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
  • Integration of ServiceNow LDAP, Web services .
  • Creation of advanced workflows .
  • Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in ServiceNow .
  • Migration of the Manage now (Incident Management), info web (Change Management ) requests to the Service now .
  • Fix code issues, source control and migrate the solution to production environment following the IT processes of client.
  • Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
  • Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
  • Configuring Email, inbound and outbound email activities and creating mail scripts on need premise.
  • Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in ServiceNow.
  • Review the outage plans and ensure post and pre-outage is successful.
  • Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
  • Done the Java coding to automate the migration process and SOAP was used to interact with Service-Now platform.
  • Created and moved update sets to different ServiceNow instances.

Environment: Fuji, Glide Script, Java script, Jelly Script, Workflows, Incident, Problem, Change, CMDB, SOAP, HTML, CSS, AJAX.

Confidential

ServiceNow Admin/ Developer

Responsibilities:

  • Involved in analysis of end user requirements and worked closely with Team lead and Business analysts in understanding the current ServiceNow system.
  • Designed and implemented new functionality using Business Rules, UI Policies and ACLs.
  • Developed single page web application using JavaScript framework Angular.JS.
  • Used Dependency Injection (DI) from Angular.JS factories and services.
  • Created Service portal as an alternate to CMS using the AngularJS and Bootstrap frameworks .
  • Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
  • Working knowledge of networking infrastructure including basic ports, protocols and OSI layers.
  • Excellent Knowledge and ability to communicate the business and technical concepts of IT Service Management (ITSM ) to end users, stake holders
  • Integrated Service catalog module with " Net cool " monitoring tool using Web Services and fixing them.
  • Configuring Email, inbound and outbound email activities and creating mail scripts on need premise.
  • Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in ServiceNow.
  • Worked on DISCOVERY and set up Mid Servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
  • Involved in setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.
  • Knowledge in DevOps and Agile processes and philosophies including Continuous Integration/Continuous Delivery and UAT.
  • Customized the applications using Business Rules, Client Scripts, UI Action and UI Policies, External Data Load using Transform maps, etc., based on the application requirements and rolled out the customizations to upper environments using Update Sets.
  • Managed Users, Groups and Roles, Advanced Schedule jobs and Business rule creation. Managed data with Tables, the CMDB, Import Sets, and Update Sets.
  • Wrote Business rules to avoid empty configuration items to be stored in CMDB after Discovery tool runs a scheduled job.
  • Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
  • Extensive experience of integrating Service Now with third party tools and implementation of SOAP and REST API.
  • Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.
  • Wrote Client Scripts, UI policies, Business Rules, Security Rules and UI Actions, UI Pages/Macros.
  • Built Reports, Gauges and Home Pages.
  • Worked on creating Users, Roles, Groups and configured LDAP Server and LDAP Listener for updating the user and group table record.
  • Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB, User Administration, SNOW Reporting and Discovery in ServiceNow
  • Creating LDAP servers and LDAP OU definitions for Active User Sync and Disabled User Sync.
  • Creating the UI pages to use them in catalog items, implemented using UI scripts.
  • Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
  • Developed workflows and in customizing the applications in ServiceNow using Java script, AJAX, HTML.
  • Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
  • Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5
  • Worked on setting up MID Server between Active Directory and ServiceNow instance which encrypts all the Users Data in the organization.
  • Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documented user and process requirements, developing workflow customizations, and performing quality assurance testing and user acceptance testing.
  • Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
  • Wrote Catalog client scripts and UI policies to make client-side changes and created the UI pages to use them in catalog items; implemented using UI scripts.

Environment: ServiceNow, JavaScript, HTML 5, Service Catalogs, CMDB, SOAP, Incident Management, Change Management, ServiceNow Fuji, Geneva, Helsinki, Webservices, SOAP, XML, HTML, ITIL, ServiceNow ITSM tool, SCRUM, Asset Management, Incident Management, Problem Management, HTTP, FTPS, Java scripts, Jelly Script, REST, Workflows, SDLC.

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