PROFESSIONAL SUMMARY

• Over 8+ years of professional experience in IT industry. Over 5 + years of experience in ServiceNow Platform Implementation, Support, Development and Administration.
• Extensive experience on Technical implementation of various ServiceNow modules such as
• Change Management, Incident Management, Problem Management, Service Catalog andKnowledge Management.
• Hands on experience in obtaining requirements from Business Users and Subject Matter Experts and documenting the Business Requirements.
• Familiar with different ServiceNow releases Eureka, Confidential and Confidential, Confidential, Istanbul and Jakarta.
• Hands on experience on personalizing and creating Formsand Fields.
• Loads, Manipulates and Maintains data between Service Now and other systems.
• Proficient in creating and working on Business Rules, Script Includes, Client Scripts, UI Policies, UI Pages, Events, Notifications and Surveys
• 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 Approval Rules and Assignment rules.
• Worked with Record Producers, Order Guidesand Work Flows in Service Catalog Management .
• Hands on experience on creating Tables, Applications, and Modules.
• Proficient in developing Client scripts, Business Rules, Web Service Import sets, Transform Maps & developing scripted web services .
• Hands on experience on activating Plug - ins and adding System Properties.
• Developed solutions using JavaScript, Ajax, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Experienced in all phases of SDLC including Analysis, Design, Coding and Testing.
• Working experience with relational databases like Oracle, MS SQL Server, MySQL.
• Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.
• Strong experience on testing methodologies and experience on preparation of test plans, and support for Integration Testing & UAT.
• Experience in implementing Confidential within theServiceNow.
• Used JQuery to make the HTML and CSS code interact with the JavaScript functions to add dynamic web pages on the client side.
• Design, development, integrations, customizations (using JavaScript, HTML, and XML), testing and maintenance/production support of ServiceNow application.
• I have worked extensively in ServiceNow CMDB and BMC Atrium CMDB.
• Good understating of ITSM and ITIL business process.
• Implemented single sign-on using Digested Token, SAML 1.1, SAML 2.0
• Design, development, integrations, customizations, testing and maintenance/production support of BMC Remedy ITSM application.
• Handled all aspects of the UI development including designing, testing/debugging, and deploying.
• Experience in Service Management tools such as BMC Remedy, HP SM, and BMC Remedy on Demand .
• Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote desktops and developing code for the mid-tier servers.
• Experience working in Software as a Service (SaaS) environment.
• Working experience on Glide Ajax, Glide Record .

TECHINAL SKILLS

ITIL: ITIL, ServiceNow, SCR, ITSM and LDAP

Programming Languages: Angular Js, Jelly Script, Jquery, Java, ASP.net, and Perl.

Platforms: ServiceNow, HP Service Manager, SDLC

Web Technologies : ASP .NET, HTML, CSS, JavaScript, jQuery, Ajax, XML, PHP, JSON

Databases: Microsoft SQL Server, Oracle, MySQL

Technologies: Agile, Scrum, Design Patterns, CSP, MVC, MapReduce, Android, Machine Learning

Other Tools: Eclipse, Confidential, QTP, SCCM, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office, Client Script/Calling server side, code using Glide Ajax in Client Script

Products: Service Now, BMC Remedy ARS 6 . 3, 7 . 1, 7 . 5, 7 . 6, 8 . 0, BMC Remedy ITSM 7 . 1, 7 . 5, 8 . 0, BMC Atrium CMDB 7 . 5

Reporting Tools: Crystal Reports 9, Remedy Reports

PROFESSIONAL EXPERIENCE

Confidential

Sr. ServiceNow Administrator/Developer

Responsibilities:

• Familiar with latest Jakarta release upgrade.
• Experience on Confidential ( Confidential, risk and Compliance) Implementation within the ServiceNow.
• Hands on experience on activating Confidential -ins.
• Generic ServiceNow experience but also administered Confidential plugins - Policy, Compliance, RiskManagement and ThirdPartyManagement.
• Experience in implementing new applications and plugins within the ServiceNow platform.
• Direct experience in implementing, configuring, onboarding, and administrating Confidential plugins.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• ServiceNow application development; including creation and configuration of Service Catalogs, EmailNotifications, Data imports and Exports and Reports.
• Good knowledge on creating Notifications and ScheduledJobs.
• Involved in Customizing Tables and Form Layouts.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Experience in working with ACL ’ s .
• Hands on experience in creating Users, Roles and User Groups.
• Developed reports as per requirements from management.
• Experienced in the analysis, development and automation of various ITSM processes including IncidentManagement, Change Management, andAsset Management.
• Created transform maps for importing CMDB data.
• Experienced in building Record Producers.
• Created data sources and loaded the Service - Now tables with different data formats.
• Hands on experience on creating Forms and Fields
• Created transform maps both automatic field mapping and scripting .
• Also, worked on Asset Management and loaded the data into it..
• Hands on experience on UI Policies, UI actions, Catalog Client Scripts, Business Rules and Script Includes.

Environment: ServiceNow (Istanbul), ServiceNow (Jakarta), Confidential, Change Management, Asset Management, Analytics, Incident Management, Problem Management, HTML, JavaScript, CSS, CMDB.

Confidential

Sr . ServiceNow Administrator / Developer

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service - Now and Domain separation for Service - Now Instances
• Working with client and functional requirements within Service Now.
• Facilitating rollout of new applications and modules.
• Handson experience with Confidential upgrade.
• Assist in the definition of business requirements and provide definitions and updates of system design documentation.
• Hands on experience on personalizing and creating Formsand Fields.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNowinstallation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Implement Service - Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports .
• Involved in introducing AngularJS Plugin into ServiceNow and widely used it in creating the front - end view of Portal .
• Experienced in the analysis, development and automation of various ITSM processes including IncidentManagement, Change Management, Asset Management, Service Request, ConfigurationManagement including setup and configuration of MID Server and Configuration Item Discovery .
• Installed AngularJS Plug-in into ServiceNow and developed service portal using the two - way data binding methodology .
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Implementing single sign-on authentication using Digest Token, SAML 1.1 and SAML 2.0.
• Created Buttons and context menus both on form and lists using UI actions.
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Created new Business Rules / Script Includes / Client catalog script / Client Script.
• Configured chat functionality for Service Desk ticketing queue .
• Designed global escalation management program that delivered improved SLA ’ s adherence by 33 . 5 %. Designed a data warehouse and supporting analytics to provide visibility into the performance of this critical business program .
• Imported SCCM data into ServiceNow Configuration Management Database using JDBC connection via Mid server
• Updated relevant information with SCCM SQL server database.
• Filtered, Normalized and cleaned up software records using asset intelligence feature in SCCM
• Efficient in using Microsoft SCCM integration 4.1.0 plugin in integrating Microsoft SCCM 2012 starting with Confidential release
• Written script includes and invoked them in business rules and client scripts.
• Imported Active Directory to Service now using data sources.
• Integrated Fire eye tool with Service - Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now with Siebel, 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.

Environment: Service Now ( Confidential ), Asset Management, Analytics, Incident Management, Problem Management, Fire eye, HTML, JIRA, JavaScript, CSS, CMDB.

Confidential, Columbia, MD

Sr . ServiceNow Developer

Responsibilities:

• Development of ServiceNow applications, including modification to existing ITSM modules designing workflows and developing catalog forms.
• Implement Service-Now customizations including Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• Assist in the definition of business requirements and provide definitions and updates of system design documentation.
• ServiceNow application development; including creation and configuration of Service Catalogs,Email Notifications, Data imports and exports and Reports .
• Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery.
• Collaborated with application and infrastructure teams to provide architectural and technical guidance and oversight forServiceNow solution implementation and customization.
• Acted as technical advisor for ServiceNowarchitecture, integration, compatibility and customization, including design development and system implementation.
• Translated business needs into technical architecture requirements for ServiceNow implementation and customization. Worked with necessary technical resources to design and document best practice solutions ensuring predictability, reliability and quality for new ServiceNow solutions.
• Provided expert guidance during the project life cycle, serving as ServiceNow subject matter expert ( SME ).
• Developed and oversaw testing strategies to ensure rigorous testing and validation of ServiceNow implementation prior to production.
• Experience in UI customizations, importing/exporting bulk data, integrations with third party software, implementation of ServiceNow contextual security features and extensive use of the ServiceNow API and JavaScript.
• Involved in the ServiceNow Discovery, SNMP Support, Storage Discovery, and CMDB maintenance.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions
• Users are populated into the system using LDAP integration and worked closely with Service-Now team and Infrastructure team to facilitate this integration.
• Implemented CMDB for the mission critical applications and involved configuring discovery probes and sensors.
• Implemented and Integrated web services with the existing systems.
• Used Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Integration experience with directories, such as Active Directory using methods such as LDAPs.

Environment: ServiceNow application development,ServiceNow architecture, UI policies, UI actions, Business rules,ServiceNow API and JavaScript, ServiceNow Discovery, CMDB maintenance, LDAP integration.

Confidential, Sunnyvale, CA

ServiceNow Administrator / Developer

Responsibilities:

• Responsible to look Globally ServiceNow Issues and give trainings for Incident / Problem / Change as per the business needs and updates .
• Responsibility to monitor the ITIL Service delivery via process mapping audits and design the procedure .
• Providing solution and standardized the ITSM process in bid management to satisfy the customers .
• Responsibility to work with Project management to improve the daily base operations . Responsibility to update the dash board and reporting tool and make it visible to all the employees
• Handling Day to day IM / PM and CM tickets per the Priority .
• Coordinate Problem Management team and Incident management.
• Find root cause analyzing about the fail changes and the services..
• Conduct employee focus groups to ensure a thorough understanding of the issues.
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.
• Responsible to Track and analyze unsuccessful changes to bring about process improvement with the help of frame work Remedy.
• Responsible to develop, evaluate and present weekly and monthly change management metrics to Executive management.configuration of Foundation data, Process data Transaction data of Remedy ITSM System, CMDB Configuration Item updates.
• Administration of Development, QA Production Servers. Custom workflow migration using Migrator Tool, Data loads using Data Import Tool, Data Wizard Tool, and Data Management Tool.
• Integration of third party and home grown applications USIT, TPS, ANTWERP to the ITSM System using Remedy Webservices.
• ALTIRIS product Integration using Atrium Integration Engine Reconciliation Engine into Remedy CMDB.
• Responsible to provide and present the monthly Change Cost Analysis report of the customers to the accounts management team.
• Develop a set of actionable and targeted change management plans including communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan.
• Work with project teams to integrate change management activities into the overall project plan.

Environment: ServiceNow, ITIL, JavaScript, JellyBeans, Web Services, XML, DHTML, CMDB, JQuery, JSON , Remedy Web Services

Confidential, NJ

ServiceNow Administrator

Responsibilities:

• Administered all technical aspects of ServiceNow project and solution delivery including : services, Core configuration, Security configuration, Workflow configuration, development of required integration components, implementation of data imports, custom scripting and third party software integrations .
• Perform day - to - day administration of ServiceNow application, including making approved changes to process and work flows, building reports, managing data, personalizing lists, content management and technical support .
• Worked on Discovery to update computer related information on regular basis .
• Work with Business users to identify and refine Business requirements and workflows .
• Install, configure, modify, maintain, and / or administer applications, networks, databases, and other systems for ServiceNow and other assigned applications, or coordinate the resources needed to execute these tasks .
• Implementation of different modules of ServiceNow as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs. Developing integrations both inbound and outbound. SOAP & REST.
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Created and Consumed REST Web.
• Utilized Java Scripting, HTML, CSS 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.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Moving Update sets from non-production to production.
• Performed a role of developer and implementer of ServiceNow ITIL tool in project .
• Assists in enforcement of development deadlines and schedules .
• Communicate project Status / Risks / Issues effectively with the team .
• Estimate Cost, Resource, and Time estimates for projects and enhancements .
• Contributes appropriately to conversations .
• Follows through commitments and fosters mutual trust with fellow employees . Worked on loading the Applications and relations into ServiceNow using Import sets.
• Created and configured the SLAs for task table as per the requirement.
• Wrote catalog Client Scripts and UI Policies to make Client Side changes.
• Created both Buttons and Context Menus on form and lists using UI actions.
• Created UI pages to use them in catalog items, implemented using UI scripts.

Environment: HTML5, CSS3,SQL, Service now, Java Script, Ajax, Jelly, UI Pages, UI Actions, UI scripts, Catalog Items, Script Include, Client Scripting, jelly script, Workflows, Notifications and ACL’s, Asset Management.

Confidential

Web Developer

Responsibilities:

• Involved in development, design and implementation of front end part of the application.
• Developed the UI Screens using HTML5, XML, JavaScript, Custom-tags and CSS3.
• Responsible for the overall layout design, color scheme of the web site using HTML5 and CSS3.
• Implemented user interface guidelines and standards throughout the development and maintenance of the website using HTML5, CSS3, JavaScript and JQuery.
• Worked with CSS3 background, CSS3 Layouts, CSS3 positioning, CSS3 text, CSS3 border, CSS3 margin, CSS3 padding, Pseudo elements and CSS3 behaviors.
• Used JQuery to select and manipulate HTML5 elements and also CSS3 manipulation.
• Used JavaScript DOM manipulation and JavaScript event to generate the data result in UI.
• Converted wireframes in templates including creation of brand identity, web site header, menu, information containers, grid styles, navigation, forms, buttons, icons, images, user components and application widgets creation with suitable color schemes.
• Worked with the team of architects and back-end Developers to gather requirements and enhance the application functionality and add new features.
• Wrote test plans and performed unit testing and performance testing.
• Worked with the systems team and Quality assurance team in the process.
• Brought the HTML5 and CSS3 of an existing web site to the latest web standards.

Environment: JavaScript, HTML5, CSS3, JQuery, XML, NetBeans, Notepad++, DOM, Windows.

Confidential

Web Developer

Responsibilities:

• Junior Web developer able to build a Web presence from the ground up from concept, navigation, layout and programming to UX and SEO.
• Skilled at writing well-designed, testable and efficient code using current best practices in Web development.
• Fast learner, hard worker and team player who is proficient in an array of scripting languages and multimedia Web tools.
• Co-developed a dynamic, secure Web site from scratch. Launched visually appealing, user-friendly Webs cape with interactive features to optimize traffic, page views, and user experience (UX).
• Created online surveys, contests and donation forms that boosted funding and organizational visibility.
• Developed cross-browser and cross-device compatibility in graded browser super environment.
• Maintain websites and applications including content updates, account administration, debugging, feature enhancements and documentations, testing documentation, and regular upgrades to ensure web security and system usability.
• Support maintenance programming development for web pages and web applications.
• Worked in Agile development environment using advanced Scrum methodologies.

Environment: JavaScript, HTML5, CSS3, JQuery, XML, Agile,NetBeans, Notepad++, DOM, Windows.