PROFESSIONAL SUMMARY:

• 10+ years of Experience in Information Technology, 5+ years of experience exclusively in administering and daily operations, on - going maintenance, upgrades and technical support to existing ServiceNow environments and applications, managing incidents and run reports, core configurations and implementing UI policies to ServiceNowcatalog.
• Experience developing ServiceNow applications from business requirements and technical design documents. Involved in Scrum/SDLC for the development of ServiceNow.
• Experience on various IT Services of Service Now tool like Incident, Problem, Change, and Service Catalog requests, Service Portals, Report, Gauges and Web Service Integration Along with MID Server.
• Hands on experience in all areas, implementation of incident management, change management, problem management, building service catalogs from scratch, created some knowledgeable articles, design and develop workflows, reporting.
• Experience in web development and application development using HTML, JavaScript and CSS, J2EE, PERL.
• Experience in configuration management database (CMDB), System Center Configuration Manager.
• Participated at various levels of customization in Incident management and Change Management, Service Request Management applications and Custom-built applications for various clients in different industry segment.
• Identify, prioritize, scope, and advance IT improvement initiatives from concept through successful deployment.
• Experience in LDAP Configuration and Connection Management.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow & SSO (Single sign-on).
• Manage development projects utilizing a service-based approach including working with stakeholders to gather requirements, providing estimates, designing solutions, gaining concurrence, providing work direction and obtaining sign-off all while maintaining communication and transparency with all interested parties.
• 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.
• Extensive use of Use case model, use case diagrams, class diagrams and sequence diagrams using rational rose.
• Worked on Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts. Also worked on demands in the PPM module.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Created portfolio in PPM module to measure the progress of several projects at the same time and to create multi-project reports for analysis.
• Experience on LDAP Integrations using SAML2.0
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates.

SKILL MATRIX:

Programming: C, C++, C#, Java, SQL, Swift, Unix

ITSM Tools: ServiceNow (Helsinki, Istanbul, Jakarta, Kingston), BMC Remedy, CA Service Manager.

Web Technologies: HTML, CSS, JavaScript, jQuery, Ajax, XML, PHP, JSON, Soap/Rest Api’s, Angular JS

Database: Microsoft SQL Server, Oracle, MySQL

Other Technologies: Agile, Scru m, Design Patterns, ITIL, CSP, MVC, MapReduce, Android, Machine Learning, SSH, SNMP, PowerShell

Applications/Tools: Eclipse, ServiceNow, QTP, Crystal Reports, Android Studio, SQL Developer, Microsoft Visual Studio, MS Office

WORK EXPERIENCE:

Confidential, Chicago, IL

Lead ServiceNow Developer

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Responsibility to design and development of Reports and monitor the ITIL Service delivery via process mapping audits and design the procedure.
• Providing solution and standardized the ITSM process in bid management for to satisfy the customers.
• Experience on various IT Services of Service Now tool like Incident, Problem, Change, and Service Catalog requests, Service Portals, Report, Gauges and Web Service Integration Along with MID Server.
• Proven experience as a key technical resource leading the development and implementation of ServiceNow solutions
• Involved in creating Widgets for the User Service Portal.
• Has been part of end user self-service portal management.
• Worked on the internal portal for accessing all the business services by using Service Now Content Management Application
• Worked on Service portal to create the customized widget, pages, Iframes and OOB widgets.
• Responsibility to work with Project management to improve the daily base operation.
• Responsibility to update the dash board and make visibility to all employees and reporting tool.
• Handling Day to day IM/PM and CM tickets according to the Priority.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• 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.
• Coordinate Problem Management team and Incident management find root cause analysing about the fail changes and the services.
• Integration of ServiceNow with JIRA, Workday, SSO integration.
• Involved in creating and configuring the SLAs as per the requirement.
• Designed User Interface for Catalog Design and worked Catalog Designer.
• Imported data from various data sources (FILE, JDBC) using import sets and transform maps.
• Communicated with external web services using SOAP Messages and REST.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Excellent knowledge on code migration between various Service-Now environments using Update Sets
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Involved in redesigning the workflows using ServiceNow workflow editor
• Involved in reconciliation of complicated workflows to simpler form.
• Configured multiple Catalog Items Front-end web/ GUI components using JavaScript, CSS3and HTML5.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking Active Directory and users table.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables, which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client-side changes.
• Creating the UI pages to use them in catalog items using the UI Scripts
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on various kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Involved in migration between various Service-Now instances using Update Sets.
• Loaded assets into SNOW from third party system using Web Services and Import Sets.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Also involved in carrying out weekly releases, making sure the updates are successfully moved to production without any issues.

Environment: s: ServiceNow (Kingston), CMDB, Discovery Service Mapping. Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), Change Management, Release Management, Content management, Orchestration and service mapping, HTLM5, CSS3, Java Script.

Confidential, Irving, TX

ServiceNow Developer

Responsibilities:

• Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Mapping in ServiceNow to consume data from ADDM using those raw queries.
• Created transform maps both automatic field mapping and scripting.
• Created customized login pages, search pages with drop down list in search bar.
• Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages, UI actions.
• ServiceNow Service Watch/Event Management support.
• Contributes to support of Monitoring Environment including CA Spectrum, and UIM- Infrastructure Manager.
• Investigate alerting/notification process for outages, make recommendations on improvement.
• Perform analysis on event trends and recommendation on reductions and improvements.
• Used Transform maps to import Data to Configuration Management, managed product catalog to import the configuration item records in ServiceNow . Data conditioning before an Import set and Transform Map is run.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally.
• Generating reports that to access KPI's and metrics that help improve business service proactively using performance analytics module.
• Developed custom reports that show daily trends with real-time actionable insights to visualize areas of performance improvement and take immediate action.
• Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events and System and Upgrade logs).
• Designed and developed the application UI configuration with Salesforce.
• Designing, configuring and customizing new applications and modules.
• Assisting in troubleshooting Patch / Release Management issues.
• Build Reports, Gauges and Home Pages.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Implemented Discovery from scratch and managed operations, installed MID Servers on remote desktops. Worked on Orchestration and service mapping.
• Created Workflows, Sub flows and Tables both on Fuji and Eureka. Managed inbound and outbound notifications in Fuji and Eureka.
• Experience in working with Content Management System (CMS) using Jelly Script and UI Macros.
• Create and use Update Sets to move customizations between systems.
• Created update sets for configuring in different instances i.e., temp, test, uat, dev and production instances.
• Met all service level agreements (SLA's) and delivered all significant result and deadlines.
• Change module, Incident module, problem module is updated on client’s feedback.
• Responsible for Access Control (ACL), security, minor enhancements such as form or Workflow configurations and UAT.
• Development of Service catalog, which includes creating new catalog items, designing workflow and execution plans.
• Discussing the business requirements with clients and documenting them into process requests.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on CMDB from the scratch.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Creating the UI pages to use them in catalog items, Implemented-using UI scripts.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Integrating Service catalog module with "Net cool" monitoring tool using Web Services and fixing the issues, which come up while the tolls are getting interacted.
• Created many scripts which includes Business rules (server-side code) and also modified OOB.

Environment: s: ServiceNow (Jakarta), CMDB, Discovery Service Mapping. Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), Change Management, Release Management, Content management, Orchestration and service mapping

Confidential, Sherwood, Arkansas

ServiceNow Developer

Responsibilities:

• 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.
• Incident Management and Problem Management activities.
• Reviewing SLA performance and recommend corrective action.
• To follow up on escalations and issues with clients and management.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Prepare Outage reports.
• Performing and communicating Daily health checks to Management across Clients.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.
• Involved in Verizon (ETMS) integration on incident management.
• Created complex workflows for service catalog.
• Designed and developed new complex catalog items using UI pages.
• Knowledge Management/Document Management which contains SOPs for Incident Identification, Resolution, and Escalation Contacts etc. are maintained with 100% availability of the documents upon regular audits.
• Experience in developing strategies and identify the type of knowledge gaps that exist in current knowledge base.
• Experience in developing appropriate workflows for knowledge management and any variations based on type of knowledge article.
• Experience in implementing Knowledge Management governance, version control, document audits and document usage policies.
• Develop and implement an enhanced knowledge feedback process as well as submission process.
• Experience in implementing Knowledge Management governance, version control, document audits and document usage policies.
• Develop, Document and Publish change management process and functions.
• Analyse change records to determine any trends or potential problems.
• Reviewing change requests for completeness and accuracy.
• Working with service providers to schedule changes.
• Assisting in the preparation, facilitation, documentation, and communication related to weekly and ad hoc change management meetings.
• Perform Root Cause Analysis.
• Investigation and follow-up for permanent fix of the problem.
• Follow-up on tickets being raised regularly for re-occurring incidents.
• Providing training to new joiners in the Team to train them on the entire process and monitoring their transition.
• Maintain the Quality of tickets by performing daily checks and audits.
• Generated weekly and monthly outage reports and provided to senior management.
• Developed and implemented various process improvements within the team as per ITIL methods and practices.

Environment: s:ServiceNow(Helsinki, Istanbul),ETMS, Service Catalogs, Incident management, Change Management, Problem Management, Knowledge Management.

Confidential

ServiceNow Admin

Responsibilities:

• Implemented the configuration of various modules like Incident, Change, Release, Problem, Asset, and Configuration Management Modules.
• Design and implement business solutions on the ServiceNow ITSM platform.
• Built, monitored and maintained enterprise systems integrations of ServiceNow (CRM, Jira, Splunk).
• Provided on-call support for infrastructure monitoring services on a scheduled rotational basis.
• Performed administrative responsibilities ServiceNow instances, including cloning, patching and upgrading.
• Involved in creating customizes Client Scripts and UI Policies.
• Involved in ServiceNow components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, Knowledge Management, Mobility and Service Request Management.
• Implemented tasks that receives specifications from the IT department and delivers a product/release that meets the needs presented.
• Generated reports and managed tickets.
• Development of requirement integration components (SSO, LDAP, SOAP).
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules.
• System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Localization, Security, Users, and Groups.
• Involved in creating Business Rules, Client Scripts, Service Catalogs, and UI Scripts.
• Involved in loading, manipulating and maintaining data between ServiceNow and other systems.
• Maintained the ServiceNow modules and software licensing functionality.
• Worked with reporting and configuring service level agreements (SLAs).
• Developed ServiceNow applications, including modification to existing ITSM modules.
• Involved in Incident Management practices, techniques, and tools.

Environment: s: Service Desk, Change Management, Incident Management, Asset Management, Problem Management, Knowledge Management, Mobility and Service Request Management,CRM, Jira, Splunk.

Confidential, Richmond, VA

CMS Admin

Responsibilities:

• Expertise in CMS and CMS+ Plugins and was responsible for managing front end requirements as well.
• Involved in introducing Angular Plugin into ServiceNow and widely used it in creating the front-end view of Portal.
• Created Ng-Services and Ng-Controllers using UI Scripts and built Ng-Applications and Ng-Modules using UI Macros.
• Worked on managing the UI Scripts, UI Macros and UI policies.
• Performed integrations with two other ServiceNow related instances apart from Portal (REST, Scripted Web Services & SOAP).
• Involved in managing the Mid Server and monitored it throughout the project.
• Automated the process and worked on Opportunities, Quotes and Contract related to CRM.
• Involved in tracking, managing and fixing the Incidents, Problems or Changes related to Portal and sometimes Surf/Hi related issues.
• Expertise in ServiceNow scripting including Business Rules, Client Scripts, Script Includes, and Ajax calls etc.
• Created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow.
• Defined users, groups and roles and providing accessing permissions in ServiceNow.
• Worked on migration between various ServiceNow environments using Update Sets.
• Using import sets migrated the data from internal ServiceNow tools into the portal.
• Implemented SSO (Single Sign On) OKTA, using import sets.
• Worked on creating workflows to automate the approval process.
• Created workflows for automating the process of approvals between ServiceNow and SAP. Used Dynamic Approval rules in order to send the approval to a particular person or a group.
• Also worked on setting up team dashboard in order to push/pull the update sets without any hassles.
• Integrated ServiceNow with other ServiceNow instances within the organization.
• Also worked on Mid Servers with Discovery for CMDB related work.
• Performed Integrations with WHTP Exporter, STRIPE, CRM, SSO, and SAP.

Environment: s:CMS Service Desk, UI Scripts, UI Macros and UI policies,REST, Scripted Web Services, SOAP, WHTP Exporter, STRIPE, CRM, SSO, SAP, CMDB.

Confidential

ITSM Administrator

Responsibilities:

• Involved in Client meeting to gather Business requirements and getting clarifications to implement Business functionality in ITSM modules.
• Extensively worked on ITSM 8.x applications Incident Management, Problem Management, Change Management, and Knowledge Management.
• Created Custom Process flows for Change management and configured approvals for different phases of change process flow as per business requirement.
• Configured Custom Notifications and Email Engine mailboxes and also worked with Approval configurations for Change Management and Knowledge Management.
• Created Knowledge articles and configured approvals and published to specific support groups as per requirement.
• Loaded Foundation data and Transaction data by using Data Management tool and Migrated AR system work flow objects and data using Migrator tool and also Atrium Integrator.
• Involved in Gap analysis and server configurations in the process of upgrading of Remedy ITSM 7.6v to ITSM 8.1v and involved in System Testing for making sure all existing and new functionalities are working as expected.
• Worked as an administrator for troubleshooting server issues by checking respective log files and troubleshooting issues with approvals and notifications as end user request.
• Documented all customizations which are implemented in Incident and Change Management modules and Customizations in ITSM Notification engine.
• Worked on Service Level Management to configure different levels of Service targets and different milestones for Incident Management.
• Configuring S/W licenses contracts and S/W license certificates and configuring purchase requisitions in Asset Management. Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Involved in migration of definitions and data using Remedy Migrator 7.6/8.1, import and export tools, from development to acceptance and production system.
• Coordinated with the Project managing teams to set the milestones and suggest the Workload/Resource requirements along with the documentation needs. Provided technical input and assistance with troubleshooting applications.
• Gathered requirements from various business groups/users. Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Installed and configured Remedy Change Management application.
• Worked on Common Request System, Problem Tracking, Time Tracking System, Remedy application projects.
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in installing and configuring Remedy Approval server and integrated with our internal application by defining various roles and rules of the approval server.
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Extensively involved in the customization of Remedy Helpdesk Application 5.6 for the support centre department.

Environment: s: Remedy Change Management application, Common Request System, Problem Tracking, Time Tracking System, Remedy application projects, Remedy Forms, Active Links, AL Guides, Remedy Helpdesk Application 5.6.