PROFESSIONAL SUMMARY:

• Insightful 8 plus years of experience in ITSM and NON ITSM area with result - driven IT professional with notable success directing a broad range of corporate ITSM initiates while participating in planning, analysis and implementation of solution in support of business objective.
• Excel at providing comprehensive ITSM/ITIL systems analysis and full lifecycle project Management. Hands-on experience leading all stages of systems development efforts including Requirement definition, design, architecture, testing and support outstanding project and program leader; able to co-ordinate and direct all phases of project based efforts while managing, motivating and guiding team.
• Strong Mentor and coach, skilled by inspiring confidence, leading by example and building loyal, high performance teams. Very proficient in identification of skill levels of team and delegation of work based on that to fully utilize the team potential.
• Excellent knowledge in Development, implementation and administration of ServiceNow and Remedy.
• ServiceNow experience in Implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC SCRUM.
• Developed JavaScript and configured workflows to implement additional features, customizations and enable the process flow.
• Extensively worked with Kingston, Istanbul, Jakarta releases of SERVICENOW, experienced on Jelly Scripts/Java Scripts, Dashboards and HR Case Management etc.
• 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.
• Hands on experience in creating the custom Applications, Modules, Security in ServiceNow.
• Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts.
• Experience in Email integration, LDAP integration, External Web services Integration (both SOAP based and REST based).
• Experience in working on the ITIL Process modules like Service Desk, Incident, Problem, Change Management, Release Management, Service Request, Knowledge Management and Reporting.
• Implemented Incident Resolution Workflow plugins to bring Incident Management workflow into better alignment.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements.
• Excellent experience in ServiceNow Administration and Day to Day Production support.
• Intermediate knowledge in CMDB, Configuration, Asset Management and DISCOVERY tool.
• Strong experience with Angular JS, Compass CSS Framework, Bootstrap, CMS and worked with Scripted Web services, Script Includes.
• Hands on experience in web development using HTML, JavaScript, Jelly and CSS.
• Customization and Enhancements of latest Servicenow modules like HR Case Management, Project Portfolio Management, Performance Analytics, Service watch, Time card module and On Call scheduling modules.
• Expertise in Business requirements in any modules of Servicenow. Always ready with Requirement / Data collection templates for Incidents, problems, SLA's, CMDB, Software Asset management, Hardware Asset management etc.
• Performing CI Add/ CI Modify requests in Servicenow and Remedy CMDB.
• Discovery Implementation on CMDB and Asset management.
• Development of custom Probe and Sensors for discovery.
• Installation and Configuration of Midservers, which includes LDAP.
• 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.
• Participating in Weekly Global CAB, EMEA CAB and APAC CAB meetings and addressing any Configuration Management related queries/issues.
• Designed Standard Operating Process document for Standard No Impact Changes.
• Overall responsibility for the resolution of all problems and changes within SO Service Delivery.
• Manage all problems in accordance with the Problem & Change Management process.
• Minimize the impact of problems on the availability of services.
• Ensure the quality and accuracy of problem information.
• Manage the root cause analysis process for problems that affect availability.
• Produce weekly Change Management Statistics.
• Drive proactive quality improvement and Perform Trend Analysis.
• Experience working with various versions of ServiceNow Fuji, Geneva, Helsinki.
• To facilitate the provision of Service Delivery Reporting support to the Management organization.
• Ensure High Quality, Timeliness & Accuracy of all Reports.
• Produce daily, weekly and monthly reports as agreed with customers.

TECHNICAL SKILLS:

JSP, AJAX, Web: Services, Servlets, and JDK

Scripting: JavaScript, Jellyscripting, AngularJS, Shell Script.

SDLC, Agile: Scrum, Waterfall

Databases: Oracle, SQL Server

OS: Windows, UNIX, Linux, SunSolaris.

Servicenow Applications: Incident Management, Problem Management, Change Management, CMDB, Asset Management, Project Portfolio Suite, Knowledge Management, Service CatalogPortal Design, Catalog configuration

Web Technologies: HTML, JavaScript, Glide script, CSS, XML

Servicenow Versions: Kingston, Jakarta, Istanbul, Helsinki, Geneva and Fuji

OOB Technicalities: UI Macros, Business Scripts, Client Scripts, UI Scripts, UI Actions, Ajax Scripts, UI Policies, Script Includes, Access Control Lists (ACL),SOAP and REST API

PROFESSIONAL EXPERIENCE:

Confidential, Silver Spring, Maryland

ServiceNow Admin/Developer

Responsibilities:

• Documented requirements and created use - cases based on the gathered requirements.
• Created functional and technical specifications documents for various ServiceNow modules.
• Created various ServiceNow applications, modules, and tables as per requirements
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions.
• Created server-side scripts and client side scripts, script includes, scripted Web Services.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB.
• Greatly involved in Incident Management Process like identifying, logging, categorizing and prioritization of Incidents.
• Worked on Prioritizing of Incidents by Impact, Urgency and Priority.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Integrated with Remedy using Web Services and File Import Sets.
• Loaded Catalog Items into Service Now from Remedy.
• Created Record Producers, Order Guides and Catalog Client Scripts and Workflows.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Extensively worked on CMDB, Configuration Items, CI relations and Mid Server.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Configured multiple Catalog Items Front-end web /GUI components using JavaScript, CSS and HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stakeholders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Pulling reports and scheduling the reports as per the client requirement.
• Created database views to pull the reports on variables that are used by catalog items.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Created the UI pages to use them in catalog items implemented using UI scripts.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Involved in project planning activities for various upgrade and migration projects.
• Responsible for Bug Fixes and new Enhancement for already implemented applications like Service Catalog and Service Level Management.
• Using Service Watch Created attributes, developed port created identification and build different kinds of passing strategies on CMDB and Asset tables.
• Designed the Service Portal Components from scratch.

Confidential, Pleasanton, CA

ServiceNow Developer

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Worked on loading the data into Service-Now using import sets
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Strong Knowledge ServiceNow Orchestration, Discovery, and ServiceWatch
• Worked on various modules of ServiceNow 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.
• Good understanding in gathering Systems Requirements Analysis, Design, Coding, Testing, Implementation, Documentation, Orchestration, developing workflow customizations, and third party integration for ServiceNow platform.
• Create business and functional requirements, Lead projects with single or multiple stakeholders to elicit requirements, prioritize needs and deliver solutions.
• Orchestrate user’s access to Databases using Orchestration.
• Designed and developed technical methodologies under the ServiceNow platform.
• Loaded external data using Import Sets and Transform maps.
• Migrated Update sets between System Environments.
• Developed additional notifications and supporting workflow to send additional data and attachments
• Configuration/Customization of the ServiceNow system, including creating workflows.
• Build service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
• Customized Scripting on Service Catalog/Email Template/Workflow script and Service Portal.
• Good experience in developing workflows and in customizing the applications in Servicenow using Java script, Jelly, XML and HTML.
• Created reports using Business Objects functionality like slice and dice, drill down, cross tab, master detail tables and formulas, etc.
• Created complex reports by linking data from multiple data providers, using free hand SQL and functionalities like Combined Queries
• Worked on Content Managements System and created end to end websites
• Worked on CMDB and Asset management and Created Transform maps for importing CMDB data.
• Extensively worked on CMDB and set up mid servers as per the requirements.
• Responsible for the creation of MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.
• Populated the CIs (Configuration Items) and configured the CI relations in CMDB
• Configured multiple forms for Asset module using Configuration Management Database.
• Created metric reports, scheduled reports and integrated them with the third party.
• Enhanced the existing LDAP integration and modified business rules.
• Involved in a Proof of Concept project in implementing the CMDB with Discovery and ServiceWatch.
• Performed mapping using Service Watch.

Confidential, Memphis, TN

ServiceNow Developer/ Administrator

Responsibilities:

• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Developed new user interface for Help Desk Team.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Performing quality assurance testing and user acceptance testing.
• Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change Service Now modules.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.
• Responsible for preparing design level, program-level and user-level documentation.
• Creation of Ordered Guides.
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment
• Created Procedure guidelines used in supporting Technology and Application issues.
• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and Business processes.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items and Service catalog items.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Responsible for maintaining and growing data held within ServiceNow such as our users, locations, configuration items, service catalog items.
• Re-designed workflows using workflow editor, reconciled complicated workflows to simpler form JavaScript, XML, HTML5, JQuery, and DISCOVERY.
• Application UI Configuration.
• Development of requirement integration components (SSO, LDAP, SOAP).
• Converted the ServiceCatalog into a fully functional website using Content Management module.
• Design and Configuration of workflows
• Configuration of Email Notification to alert users on ServiceNow activities.

Confidential, Plano, TX

ServiceNow Developer

Responsibilities:

• Involved in creating reports, workflows, and data imports for Incident, Problem, Service Request, and Change ServiceNow modules.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Designing, configuring and customizing new applications and modules and assisting in troubleshooting Patch/ Release Management issues.
• Build reports, gauges and home pages.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• 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
• Used Web Services to interact from ServiceNow to External applications.
• Performed Data migration of CI Attributes for CMDB using import sets.
• Management, CMDB and Asset Management.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Customized UI Appearance for Problem and Change Management Application, which is simple, intuitive and easy to use.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing and UAT/Regression testing of any development.
• Have done enhancements in Workflow Modification, Form View, Security Contextual, UI Action, etc.

Confidential

IT Operations Consultant

Responsibilities:

• Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management and Email Notifications.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify and publish service catalog workflows with approvals.
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch/ release management issues.
• Build reports, gauges, and home pages.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• 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
• Customized UI Appearance for Problem and Change Management Application, which is simple, intuitive and easy to use.
• Utilized Orchestration to extend workflows to interact with systems and application code outside the ServiceNow Instance. Created the Orchestration workflows for On-Boarding and Off Boarding Users.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes, to customize the instance as per Business needs.

Confidential

ITIL Coordinator

Responsibilities:

• Have transitioned the pilot process along with team lead
• Worked on Incident Management in a tool called HP Service Center, where we have a list of tickets to be worked upon, generated automatically by the customers and the users when they send the mail to our Generic Mail box.
• Providing requesters with user as well as admin access for different applications like CAT, PCR, Smart portal, sebel,ECIP.
• Have been provided with admin rights where we resolve the log in issues which the users are facing with different tools.
• Creating as well as deleting the user's profile in Siebel. Adding as well as removing the users to the different PDL's. Maintaining distribution list.
• Ownership of ticket tracking as long as they are open and unresolved
• Worked on Siebel platform mainly to resolve the issues and closing the tickets in HPSC tools
• Routing the tickets to different team or workgroup if it is out of our scope and maintaining the track so that the users get appropriate solution within SLA.
• Escalating the issue with technical and second line support to resolve the customer issue. Following up for the update
• Generating the report and assigning the tickets to team mates. Ensuring the tickets is closed within SLA.
• Generating weekly reports and discussing about the achievement and challenges faced by the team through weekly calls with the customers.
• Have done process improvements which made the team to achieve 100% SLA