PROFESSIONAL SUMMARY:

• About 7+ years of IT industry experience including 4+ years of experience in ServiceNow Development and administration platform.
• Experience in working with Fuji, Geneva, Helsinki, Istanbul, Jakarta and Kingston versions of ServiceNow.
• Experience in end to end implementations in ServiceNow platform.
• Experience in installation and configuration of different modules of ServiceNow.
• Excellent hands on experience with the ITIL process in ServiceNow: Incident Management, Problem Management, Change management, Knowledge Management, Project Management.
• Experience in creating Custom Applications, Modules, Tables and Columns as per the requirement.
• Direct hands on experience on various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management.
• Experience in setting up and working with Update Sets, Import Sets, Custom Tables, Applications, UI Policies, Data Policies.
• Experience in configuring Business Rules, Client Scripts, UI Policies, Data Policies, Catalog Client Scripts, Catalog UI Policies, SLAs in ServiceNow.
• Experience in working with Event Management, Service Watch in ServiceNow.
• Experience in working with Script Includes and Scripted Webservices.
• Experience in designing and implementation of ServiceNow portals using Service Portal and CMS (for legacy versions).
• Experience in Implementation, customization, managing the forms for various ITIL processes.
• Experience in integrating ServiceNow with Java based Web Services, Tally, BMC Remedy.
• Experience in integrating LDAP Server with ServiceNow to get the organizational Users, Groups and Roles.
• Experience in migrating the changes across various environments in using Update Sets.
• Experience in loading the data into ServiceNow using import sets.
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Experience in designing and implementation of workflows using ServiceNow workflow editor.
• Experience in generating the reports and dashboards in ServiceNow as per the requirements in ServiceNow.
• Experience in configuring the inbound and outbound email actions.
• Experience in using the update sets, import sets, cloning the ServiceNow instances and pre - production and post-production activities.
• Good understanding of Object Oriented analysis design and application development.
• Experience on various phases of SDLC - Requirement Analysis, Design, Code Construction and testing.
• Full understanding of Agile, SCRUM methodologies and process.
• Hands on experience in Web development using HTML, JavaScript and CSS.
• Strong hands on experience of in ServiceNow with Service Catalog Requests, Reporting, Gauges, ServiceNow Administration, Integration with Web Services.
• Excellent analytical, problem solving and communication skills.
• Strong team player, ability to work independently and in a team as well.

TECHNICAL SKILLS:

Service Now: Change Management, Incident Management, Problem Management, Service Catalog, Integration with Third Party Tools, Configuration Management, Reporting, Discovery and Integrations, Client Side and Server-Side Scripting, Client & Server API's, GlideAggregate, GlideRecord, Administration, Reporting, Email Notifications, Creating/Editing Home pages, Personalizing Forms.

Business Analysis: Requirement analysis, business rules, data flow diagram, flowcharts, business process modeling & improvement, functional requirement Analysis, source to target mappings, gap analysis, cause and effect analysis, decision tree.

Methodologies: Agile Modeling, SDLC model, Waterfall model.

Databases: Oracle 10g/9i/8i/8.0/7.0, Disaster recovery, MS Access 7.0/2000, SQL, XML, PL/SQL.

PROFESSIONAL EXPERIENCE:

Confidential, Jacksonville, FL

ServiceNow Developer/Analyst

Responsibilities:

• Perform day to day administration of ServiceNow in Development, Test and Production environments to maintain business services and configuration item relationships in ServiceNow.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration.
• Involved in setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.
• Communicated with external web services using SOAP Messages and REST.
• Supported ServiceNow integration using SOAP, REST web services, import sets and transform maps, BR scripts.
• Worked on integration using SOAP / WSDL / REST.
• Worked on Performance Analytics by providing actionable insight on each level and for every role using key indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards.
• Worked on improving IT service delivery and demonstrate how IT is performing to support the business using ServiceNow ITSM.
• Worked on Procurement Application in creating purchase items and full filling the catalog requests.
• Extensive experience of integrating Service Now with third party tools and implementation of SOAP and REST API.
• 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.
• Configured Email notifications and created inbound email actions for various approval and service request tasks.
• Developed Service Catalog items based on the project requirement provided by the stakeholders.
• Installed and Configured MID server to gather data on local network and devices to be available in ServiceNow.
• Worked on configuration of LDAP connection in ServiceNow, LDAP servers to upload SSL certificate.
• Manage ITIL processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Customizing the workflows for various ServiceNow standard tables while aligning with ITIL V3 best practices.
• Creation of user accounts, groups, roles, creating new and updating existing catalog items.
• Created, published & retiring knowledge base articles.
• Worked extensively on LDAP integrations. Successfully managed and developed large-scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.
• Customized and created workflows for change management, Configuration Management, knowledge management and for service catalog items.
• Analyzed user requirements to improve system capabilities, automate process Workflows and address scheduling limitations throughout the development and delivery of the ServiceNow.
• Managed Advanced Schedule jobs and Business rule creation.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform rules, Alert rules, Incident Templates.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigated performance issues, learn trouble shooting tools, and use system logs to find issues.
• Coordinated installation of ServiceNow upgrades and/or service packs. Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.

Confidential, Austin, TX

ServiceNow Developer

Responsibilities:

• Experience on implementing end-to-end Service Catalog, Incident Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Good knowledge on IT Infrastructure Library (ITIL) standards which are helpful in development and customization of IT service management applications.
• Developed solutions using JavaScript, Web Services and SOAP to integrate ServiceNow with internal/ external systems.
• Experience in ServiceNow development and Implementation.
• Identify and define the business Configuration & Asset Management requirements with the customer in a collaborative manner as an input to developing the Configuration Management System (CMS).
• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management
• Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Involved design and configuration of Service Catalog and perform day to day administration of the ServiceNow tool to maintain business services in ServiceNow tool.
• Developed UI Appearance for Service Catalog Requests. Create, monitor, modify, and publish service catalog workflows with approvals.
• Design and implement business solutions on the ServiceNow ITSM platform.
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Experience on portfolio workbench, Budget forecasting of the portfolio, Tracking of the portfolio and portfolio manager dashboard.
• Build reports, gauges, and home pages, and Create and use update sets to move customizations between systems.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases, SCCM.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.
• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.

Confidential, Charlotte, NC

ServiceNow Developer/Admin

Responsibilities:

• Developed new Service catalog items and fix bugs in incident, problem and change management.
• Mentored offshore developers and getting them aligned with the process.
• Responsible for setting up the Change Management along with advanced customizations for Risk Assessment Calculator.
• Resurrected the existing ITSM process.
• Created Client Scripts, Business Rules, Script Includes UI Policies, UI Actions, Workflows and Email Notifications.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Maintained technical documentation for CMS Open text applications as per SDLC standards and procedures.
• Involved in creating and updating Access Control List (ACL) rules.
• Responsible for preparing design level, program-level and user-level documentation.
• Proposed and Implemented ITSM best practices in company’s environment.
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Built forms in Service Catalog Module. Created standard re-usable workflows.
• Adjusted ServiceNow import sets and transforms maps accordingly to ensure data entering ServiceNow tables matched the company outlined requirements.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.
• Responsible for analyzing, designing and developing business applications which involved customization.
• Workflow administration, data imports, custom scripting using JavaScript.

Confidential, Miami, FL

ServiceNow Developer

Responsibilities:

• Created and Maintained foundation data User Accounts, Approvers, Support Groups.
• Prepared Deployment checklist and Test case document preparation for each deployment.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Created various frontend forms, and associated Client Scripts, UI policies, Business rules and Script Includes.
• Worked on end to end implementation of various third-party monitoring tool Integrations and Supported the team with the work flow of the integrations.
• Worked on CMDB and Asset management and Performed Data migration to import data from other applications and external databases.
• Integrated tools with ServiceNow applications utilizing Mid server and email technologies.
• Worked on the integration of ServiceNow with Siebel, in which integrated Service Catalog and Incident module. Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the Service now platform.

Confidential

ITIL Coordinator

Responsibilities:

• Performing CI Add / CI Modify requests in Remedy 7.5 CMDB.
• Maintaining Global Asset & Configuration Wiki Site /Share point to ensure latest updated CI Add / CI Modify/GMSL Update process documentation is provided to end users.
• Tracking Changes raised for Decommission of CIs; validating with users/Business and performing End of Life updates for these CIs.
• Participating in Weekly Global CAB, EMEA CAB and APAC CAB meetings and addressing Configuration Management related queries/issues. Follow up on same as and when required.
• Designed Standard Operating Process document for Standard No Impact Changes. Creation of Process documents (PowerPoint presentation, Flow charts) for user education to use this process.
• Pilot implementation of Standard No Impact Change Process done for Asset and Configuration Management team thereby meeting last quarter Goal of the year for Global Change Management team.

Confidential

Jr. Web Developer

Responsibilities:

• Worked on various phases of a software life cycle: Design, implementation, verification and maintenance.
• Developed HTML and CSS codes for front-end deployment.
• Developed Web forms using PHP, JavaScript, CSS, and HTML.
• Wrote various methods to manipulate HTML and CSS in jQuery and made web pages dynamic using AJAX, JSON, and XML.
• Design with standards compliant code with emphasis on browser compatibility, accessibility, and search engine optimization with frameworks/libraries such as jQuery, Bootstrap etc.
• Implemented MySQL and other relational database in various projects.
• Practiced continuous Integration, unit testing, TDD, and refactoring.
• Updated the existing Website of client’s as per the request.
• UML and Agile Modeling were used throughout development process.
• Developed dynamic pages using PHP and JavaScript.
• Developed HTML and CSS codes for front-end deployment.