SUMMARY:

• I am a Certified Senior ServiceNow professional with over 8+ years of IT experience including over 5 years of extensive experience as ServiceNow Consultant working with different modules such as Incident Management, Service Catalog, Problem Management, Change Management and Project Management.
• During my current engagement at Confidential, I worked with a team of 4 we were responsible for all phases of the ServiceNow deliverables which included supporting tickets, disaster recovery, integrating applications into the cloud and architecting/developing new applications.
• With strong communication skills and overall experience, I can (and enjoys) the client facing responsibilities that often come with being the senior member of a team.
• In addition to my client facing role, I can transition to a strong coach and mentor other members of the team at the same time. I am a member interview panel (size 2).
• I am owner for resolving, monitoring and assigning daily tickets for Confidential ’s 3000 active users. I also have extensive experience working on projects utilizing agile methodologies.
• Additionally I am currently looking for my next opportunity and excited at the possibility of moving to next steps with your Organization.

TECHNICAL SKILLS:

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

Programming Language: C, SQL, Angular JS, Jelly Script, jQuery, JavaScript, Perl

ITSM Tools: Service Now, ITSM Suite, CMS, LDAP & MID Server, Manage Now

Processes Model Tools: MS Office Suite 9X/2000/XP (PowerPoint, Word, Excel, Access, and Outlook), Banner, Lotus Notes, MS Outlook, MS Project, MS Visio.

Methodologies: Agile Modeling, SDLC model, Waterfall model

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

Versions: Dublin, Fuji, Geneva, Istanbul, Kingston.

PROFESSIONAL EXPERIENCE:

Confidential, Camp Hill, PA

Service-Now Developer

Responsibilities:

• Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident, and Change, Involved in working and developing of Service Now plug-in and customizations.
• Designed and developed solutions within the ServiceNow environment to include modifications of application, forms, workflows, interfaces and any other customization required to support ITIL process.
• Upgraded instance from Istanbul to Kingston.
• Working knowledge on Java Script, Angular JS, AJAX, CSS, HTML, and Bootstrap.
• Created Buttons and Context menus on both form and list using UI actions.
• Created both server side and client side scripts
• Created UI policy and data policy’s based on requirements.
• Always kept lights on to make to role were allocated based on requirements and not to exceed to procured limit.
• Designing and developing critical components of integrations (REST API resource, custom error lookup table for error handling, custom integration transaction log etc.).
• Developing custom applications tailored to business needs.
• Assisting testing team in preparing test cases for new features being developed.
• Assisting customer in User Acceptance Testing (UAT).
• Installing and configuring Mid Server.
• Configuring and customizing Security Operation plugin.
• Designing Cross process integration between change management and other processes.
• Custom Application Development in ServiceNow.
• Creating New, modules, tables and columns as per the requirement specification in Service Now.
• Created Record Producers for corporate forms ( Confidential ), Order Guides for infrastructure projects and for on boarding new employee.
• Integrated Service Now with Control M to raise incident ticket whenever job fails.
• Utilized Orchestration to extend workflows to interact with systems and applications outside the Service Now instance.
• Worked with both AD and People soft developers for legitimate flow of user records into Service Now.
• Implemented Email reminder to smoothen approval process of request and purchase order with time-lapse 3, 6,9,12 days.

Confidential

ServiceNow Developer

Responsibilities:

• Worked on Service portal created widgets, Set up the page layout Used Service Portal Designer to customize each page in portal. Utilized OOB ServiceNow Bootstrap.
• Utilized Angular Material for designing. Created single page application with help of BootStrap3, Angular and Jelly. Created custom widgets (charts, custom button etc.). Created 2 service portals end to end from scratch.
• Worked on different ITSM modules like Incident, problem change and request Management.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Installed and configured collectors, credentials and built service watch dashboards in Service watch.
• Worked on Custom module like Software Request Automation, HR Automation, which serves the user by creating the request from Catalog item.
• Develop a portal to provide a Self-service Interface for end user to track and create their Request and incident.
• Change Management Integrated with CMDB.
• Worked on Orchestration for User management like Reset password, Add User to AD, add user to group
• Worked on Custom module like Software Request Automation, HR Automation, which serves the user by creating the request from Catalog item.
• Salesforce Integration with SNOW.

Confidential, Atlanta, GA

Service Now Developer

Responsibilities:

• Developed an Automatic Customer On-boarding workflow, which helps the client to on board the new customers with their resources like Hardware, Software and Domain Creation etc.
• For Implementing CMDB used ServiceNow Discovery which involves working with the Network team on planning MID server deployment which will cover the whole Data Center environment, gathering credentials from the Open Systems team and opening ports to discover the devices
• Installed MID servers on Windows OS, and created different discovery schedules covering different VLANS.
• Enabled NetApp storage server discovery using Data ONTAP SMI-S agent installation on the MID server.
• Worked on discovering ESX servers using VMWare Discovery, discovered Network gear that includes Switches, Routers and firewalls
• Discovered Database instances, oracle, MSFT SQL and MySQL and configured probes to discover Oracle Database instance as with OOB probe we can’t discover Oracle database instance version.
• Designed CMDB Data model and Implemented Configuration Management Database (CMDB) from scratch using ServiceNow Discovery.
• Developed a Solution with the use of Data Transformation maps to import the data from third party database via JDBC integration which helps the customer to maintain the contracts of customer.
• Developed custom UI pages using HTML5, CSS, jQuery and Bootstrap.
• Password reset module for users, where they can unlock and rest their password from service now portal.
• Cloned out of the box widgets and embedded them on portal in order to achieve certain functionalities. Configured LDAP and SSO in Helsinki.
• Delivered web Transformation Projects for multiple clients
• Participate in collaboration sessions with business users, technical team, DBAs, testing team to analyze and validate the requirements and application lifecycle.
• Documented the Purpose of mapping to facilitate the personnel to understand the process and in corporate the changes as and when necessary.

Confidential

Service Now Developer

Responsibilities:

• ServiceNow Client Script, Server Script, UI Polices, UI Actions.
• Developed Custom UI pages, Home pages Dashboard.
• Developed Custom tools for ServiceNow integrated with third Party like SFDC, SFTP clients Server
• Developed tool named Report Migrate via FTP using MID server.
• Attachment creator Web service, sending attachments to MID server or polling thousands of Attachments to ServiceNow while migration of projects.
• Polling data from SQL server using integration. (JDBC approach).
• Worked on Integration of jQuery & BootStrap3 with UI pages (Eureka)
• Develop custom UI Page using HTML5, JavaScript frameworks.
• Data Import Sets, transformation scripts.
• Usage of Glide Packages. Integrations via MID server.
• User management (Role Delegation, Security, ACL)
• Glide Packages API’s.
• Service Catalog.
• Workflow Configuration.
• Application & Module creation.
• Development of required client specific reporting using frameworks
• Design and Development of Applications and modules to deliver the client’s business requirements.
• Development/Integration of Web services.
• Administering performance of Service Now.
• Analysing the defects/enhancements to be picked up for each sprint.
• Work on different POC’s related to the Integrations, Content Management and UI,
• Unit testing of deliverables to the client.
• Closely working with Change Management to implement their processes.
• Implementing Service Catalogue, Order guide, Process guide.
• Creating template for Email, Header Footer, Incident, Change, and Content System.
• Gathering new requirements from the client; analyzing, negotiating, scheduling the requirements.
• Preparing the Service Delivery reports, prepared Project Management Plan for various projects.
• Responsible for timely and effective articulation of Project Status to the “ Senior Management ”
• Maintaining and Managing the Risks and Issues , Stakeholder’s Register and Project Documents Repository
• Coordination amongst various functions of the project and acting as a link between the client and the company

Confidential, CA

Incident/Change /CMDB Management

Responsibilities:

• Implementation of New requirements or changes.
• Change management Implementation.
• Hands On technical delivery including required documentation of solutions.
• Ability to create and modify the CI’s.
• Handling Roles and responsibility.
• Customization of Forms
• Creating Groups
• Client-side Validation.
• Handling SSIS Package to load CMDB data.
• Database management.
• Testing of Newly implemented SSIS packages of CMDB.
• Handling Assets discovery.
• Reconciliation
• CORA Concepts.
• Fetch data from FNMP ITAM to CMDB via Transformations
• Cross Tab Reporting of SAP BOXI
• Scheduling of Boxy Reports
• Tomcat debugging
• Implement an Automated CMDB using SSIS.

Confidential

CA Service Desk Developer

Responsibilities:

• Part of the Project Transition of internal projects
• Implementing High Profile Architecture based on Configuration management database which supports OFFLINE reporting as well as Web director which handles primary and secondary server architecture.
• SAP Business Intelligence Reporting: Developed universe and make new Web intelligence reports according to client requirement basis.
• CA ITAM Asset management and handling all changes which is integrated through Service desk and Customer can view his asset through Service desk Interface.
• ADT GR loader use for uploaded all CI’s and mapping all CI’s
• Update CMDB.
• Using SSIS to import Data and also making such process to automate the data flow from source to destination.
• Implement Web engine load balancer by Web director.
• Implement CMDB Visualiser for Configuration Analyst /Administrator which shows Impacts and effects on CI’s can be seen through.