SUMMARY:

• Having 7+ years’ good experience on ServiceNow Development and Administration in handling Technical issues and complete understanding of Software Development Life Cycle with Agile Methodologies.
• Expertise in Design and configure ITSM (incident, change, problem) in Service - now.
• Communicates securely with the ServiceNow instance to determine what Discovery probes to run using MID Server.
• Experience working on Service Portal themes and widgets.
• Gathering business requirement and technical design documents for implementing ServiceNow.
• Extensive experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Asset Management and Knowledge Management.
• Good knowledge and understanding of ITIL process.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists.
• Good experience in developing workflows and in customizing the applications in service now using Java script, Jelly Scripting, AJAX, Angular JS, HTML and CSS.
• Hands on experience in working with CMDB and Asset Management to maintain the database.
• Experience in creating Inbound Email Actions, SLA Definitions and ACL’s.
• Integrating ServiceNow with different 3rd part integrations using REST and SOAP API calls.
• Created custom UI Portal (CMS) using Jelly scripting.
• Expertise in advanced SQL constructs like oracle supplied packages, stored procedures, arrays, records, collections types, functions and triggers.
• Extensive knowledge in development of database objects like tables, indexes, materialized views, synonyms and dynamic SQL.
• Exposure to Service-Now platform tools like Discovery and Orchestration.
• Good Domain experience in Telecom, Finance, Insurance and Retail Market Web Applications including Development and Production Support.
• Experience on Web Technologies using Java, spring, Hibernate, HTML4/5, CSS, JavaScript, Bootstrap, JQuery, Angular JS, Node JS, React JS, JSON, AJAX.
• Integrated AWS (Amazon Web Services) with Service-Now to provision stacks using Orchestration.
• Integrated AWS Configuration with the Service Now CMDB and Implemented efficient incident, problem and change management of services deployed Cloud Formation.
• Experience as a ServiceNow Analyst, and Developer in CMS, Discovery and CMDB. Worked on ServiceNow Dublin, Geneva, and Helsinki and Istanbul versions.
• Well-versed with SVN and build tool Maven, Jenkins, Agile Methodologies and Rally.
• Strong work experience in application integration using Webservices such as JAX RPC, JAXB, JAX-WS, SOAP, WSDL, JAX-RS, Restful.
• Experience working with Agile, Waterfall and Test-Driven methodologies.
• Extensive experience in implementation of the version control software SVN, CVS, GIT.

TECHNICAL SKILLS:

Programming Language & Framework: HTML, JDK, J2EE, XML

Tools: Subversion, perforce GIT, ClearCase, TFS, ClearQuest, Jira, Remedy, Bamboo, Ansible Make/nmake, Ant, Maven, Ivy, Jenkins, VMWare

OS: Windows, Unix, Linux, Solaris.

Cloud: AWS, VMware, Microsoft AzureWeb Servers:

Other Platforms: WebLogic, WebSphere, Apache, tomcat, and JBOSS

Chef, Puppet, Java Developer, Switching and Routing, TCP/IP, Remedy ARS 5.x/ 6.x/ 7.x, Remedy ITSM 6.x/7.x Incident, Change, Problem, Asset, SLM, Remedy Administrator, Developer Studio, Crystal Reports, BMC AIE, BMC Remedy Migrator, BMC Dashboards, BMC Atrium CMDB 2.x/ 7.x, BMC Service Request Management 7.6, HP DDM Discovery and Dependency Mapping, BMC ADDM.

SDLC Methodologies: Agile, Waterfall

ITSM Practices: ITIL V2, ITIL V3

Version Control Tools: SVN, CVS

PROFESSIONAL EXPERIENCE:

Confidential, MN

Service Now Developer/Admin

Responsibilities:

• Used JavaScript and Glide Script to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Defining Service Level Agreements SLA’s, Notifications and Reports.
• Manages Users, Groups and Roles.
• Assisted in the import of configuration and asset data.
• Manages data with tables, the CMDB, Import Sets, and Update Sets.
• Tested everything that was developed in Dev instance in UAT before deploying it to production.
• Experience working with email notifications, inbound actions, reports, gauges, and home pages.
• Facilitating rollout of new applications and modules.
• Expert in JavaScript, jQuery, prototype and Jelly scripting used in ServiceNow.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists.
• Worked with an integration specialist on the integration of ServiceNow with ITSM tool, in which integrated Service Catalog and Incident module.
• Customize ServiceNow applications and facilitate rollout of new applications and modules and configure Application UI and Configure Workflow in Helsinki
• Successful oversight of several ServiceNow implementations including upgrades to Helsinki and Istanbul.
• Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities, in Helsinki Upgrade
• Working in AGILE based development environment and participating in Scrum sessions.
• Assisting customers with rational database performance analysis, capacity sizing and optimization.
• Developed a command line interface (CLI) that bridges these tools with ServiceNow
• Worked on upgrade from Helsinki to Istanbul, owing to flexible enhancements by Istanbul.
• Used Email integration to fulfill this requirement, worked on Inbound Email Actions, Client Scripts and Email Notifications to fulfill the requirements.
• Responsible for the Service Now upgrade from Helsinki to Istanbul and Jakarta. Have been instrumental in handling the entire upgrade activities and fixing the issues post upgrade.
• Have conducted several use case test scenarios before going live in UAT instance.
• Utilize the Service Now Service Catalog for users to create Service Requests and Service Items.
• Experience working with Email Notifications, Inbound Actions, Reports, Gauges and Home Pages.
• Worked on the Defects, Stories provided by the end user.
• Created several CI’s and derived relation types between them.
• Migration of customizations from one instance to another instance
• Manage newly implemented Incident, Problem and Change Management Processes. Insure Continual Service Improvement.
• Created transform maps both automatic field mapping and scripting
• Involved in determining the relationships using ServiceNow Discovery to find the relationships and service mapping between app instances, applications, business services an infrastructure services.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Assisted client IT personnel in performing ServiceNow Discovery and Service Mapping processes and troubleshooting the errors that arise.
• Work with client IT staff to configure the Service Mapping tool and load data / dependencies identified by Service Mapping into the CMDB.
• Worked on integrations to configure AWS and Event Management Rules to send alarms to event management.
• Developed Client-side user interface components and deployed in compute cloud of Amazon Web Services (AWS)
• Worked on AWS Cloud Watch integration with ServiceNow. Created incidents in ServiceNow.
• Responsible to help integrate external third-party tools such as SolarWinds, JIRA, Chef, and Amazon AWS Cloud with ServiceNow.
• Have good knowledge in Integration Experience with AWS, Office365 and other cloud platforms.
• Provide Continual Service Improvement consulting for ITIL Best Practices.
• Created Workflows, Sub flows and Tables both on Helsinki and Istanbul. Managed inbound and outbound notifications in Istanbul and Jakarta.

Environment: ServiceNow (Incident, Change, Problem, Service Catalog, Knowledge base), ITSM, Java script, Jelly script, XML, HTML5, Workflows

Confidential - Herndon, VA

ServiceNow Developer/Admin

Responsibilities:

• Worked directly with user groups in analyzing and specifying business requirements for the design and development of project.
• Suggested and advised clients to tactfully alter workflow of application to increase the efficiency and ease of use.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Worked on UI customizations for forms, lists and UI actions.
• Proposing new CSI and business solutions within ServiceNow to benefit customers.
• Documentation of changes and new development as technical and functional specifications.
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
• Service Catalog and Request Workflow Design and Configuration.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Designing the Content Management System for Various system which involved Layout, UI Pages, CSS and Service Catalog work.
• Worked as an Architect to in corporate the requirements in the ServiceNow tool in an optimal way.
• Working with and functional requirements within ServiceNow for CMS, Request Management, Incident, Problem, Knowledge, Change, Core Platform, Web services, interfaces etc.
• Coordinated with various stake holders and offshore team on day to day issues.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
• Worked on integrating with external applications and automated processes using ServiceNow orchestration .
• Provisioned the Amazon EC2 services using ServiceNow Orchestration .
• We used Orchestration to automate the complex tasks that were present on a remote system to generate fast and reliable results.
• We even used Orchestration to interact directly with the databases and other applications present on the system.
• Implement and manage Incident, Problem, Knowledge, 4 Custom Applications, Self Service Portal / Service Catalog, Change, Configuration (CMDB), Asset Management, LDAP/Active Directory integration, scheduled imports and reports
• Expert knowledge on building out ServiceNow Service Portal .
• Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Educating end users on the usage of service now applications like Incidents, Problems and Service Catalogs.
• Working on Report, dashboard designing.
• Deployment and L3 support and Production release support.

Environment: HTML, CSS, JavaScript, ServiceNow (Fuji), service catalog, Java Script, jQuery, Webservices.

Confidential - Birmingham, AL

Service Now Developer

Responsibilities:

• Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans.
• Created functional and technical specifications documents for various Service Now modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Coordinated the instance upgrade activities.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on implementing the MSP (managed service provider) instance for Service-Now and domain separation for Service-Now instances.
• Worked on CMDB from the scratch.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.
• Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
• Worked on UI Macros to create pages as templates on requirement from the stakeholders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolved typical Users access and roles issues by checking active directory and users table.
• Pulled reports and scheduling the reports as per the client requirement.
• Created database views to pull the reports on variables, which are being used by catalog items.
• Wrote Catalog client scripts and UI policies to make client side changes.
• Implemented security scheme and controls by using contextual security, control systems and data security
• Created the UI pages to use them in catalog items, Implemented-using UI scripts.
• Created Knowledge articles to document the steps in creating the catalog items.
• Worked on different kinds of variables and variable sets.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Used ACL's for controlling the security mechanism in Service Now .
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Wrote script includes invoking them in reference qualifiers or variable scripting.

Environment: Service Now, Webservices, SOAP, XML, HTML, ITIL, SCRUM.

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Implementation, design and development of different modules in ServiceNow.
• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements.
• Team Progress Tracking.
• Coordinated service catalog options, cart controls and variables.
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Investigated performance issues, use troubleshooting tools and system logs to find issues
• Integrated Workflows into applications
• Migrated an application between instances
• Incident Management and Problem Management activities.
• Reviewing SLA performance and recommend corrective action.
• Work across the company IT process based on ITIL v3 framework and ServiceNow system.
• Utilize ServiceNow and Remedy problem management tools to open and track tickets
• Create new workflow and process for new Service Catalog Item in ServiceNow.
• Oversee Service Desk activity and reporting on out of SLA incident and Service request with ServiceNow.
• Worked on the relationships between Change Management, Configuration Management, Incident Management, and Problem Management
• Worked on UI Macros to create pages as templates on requirement from the stakeholders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans.
• Created functional and technical specifications documents for various Service Now modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Creation of C level dashboard and reporting.3rd Party application integration with ServiceNow (Sail point, McAfee SIEM etc.) Pulling reports and scheduling the reports as per the client requirement in ServiceNow.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, Service Desk, Service Catalog, and Problem.
• Working on Report, dashboard designing with performance analytics.
• Working on the release and problem management requirements gathering through testing.
• Working on the functionality of Inventory Management plugin into Asset Management.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.

Environment: ServiceNow, ITIL, HTML5, Java script, glide script, HTML, CSS, Integration, Web Services, CMDB, LDAP.