PROFESSIONAL SUMMARY:

• Over Seven (7+) years of referable IT experience with recent 5+ years on ServiceNow Development and Administration.
• Hands - on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Experience in implementing end-to-end Service Catalog.
• Designed and configured different Workflows for various Service Catalog items.
• Hands on experience developing Content Management System (CMS) in ServiceNow.
• Use the Discovery Schedule module to run Discovery on a regular, reoccurring basis, or even on demand.
• Implementing system security by using Access Control Lists (ACL).
• Implementation of CMDB module using Discovery tool in ServiceNow.
• Provides daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.
• Excellent experience in Jelly Script to customize ServiceNow Instance.
• Experience in generating different kinds of scheduled Reports and marking them as Gauges.
• Experience in creating Update Sets to migrate group of customizations from one instance to another instance.
• Configuring MID Server to import data from external sources.
• Enhancing the existing LDAP and Single Sign-On (SSO) integration and modified business rules.
• Experience in integrating ServiceNow with Web services (SOAP and REST).
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Have good understanding of Software License Management (SLM) and Extensive experience in IT Operations Management (ITOM)
• Experience in maintaining CMBD and populating it with configuration items (CI).
• Experience of various phases of SDLC - Requirement Analysis, Design, Code Construction and Test.
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience in customizing an instance, importing users and Groups using LDAP.
• Have a Experience on Gilder Application Program, Dictionary Override and gauges.
• Formidable team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.
• Integrated HP UCMDB, HP Asset Manager, DDMI, EVIEW, and numerous custom data repositories.
• Very good exposure towards ITOM and ITSM modules, Expertise in implementing agentless work in the enterprise using the ServiceNow Instance.
• Stabilized the Remedy application that had been recently deployed. Remedy 7.0.1.

Technical Competencies:

ITIL: ITSM, ServiceNow, JavaScript, HTML, CSS

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception HandlingFiles & Streams, JDBC Servlets, JSP, Ajax, EJB

Languages: C, C++, Java, SQL, PL/SQL

Methodologies: SDLC - Waterfall, Agile

Databases: Oracle 11g/R12, MySQL 5.0/4.1, IBM Netezza

Database Tools: SQL Client, SQL Developer, Agility workbench

Version Control Tools: CVS, SVN, GitHub.

Operating Systems: Windows, UNIX, Solaris.

WORK EXPERIENCE:

Service Now Developer / Admin

Confidential, VA

Responsibilities:

• Re-designed high availability agent-less discovery architecture.
• Integrated third-party applications and data sources to collect additional configuration information.
• Created custom probes and sensors to explore any IP-enabled devices and can use simple process classifiers to discover running processes.
• Discovers LPAR Resource Host & Network resources on the z/OS (CPC, LPAR, CPU, Sysplex, Subsystems, TCPIP/IP configuration, DB2 Subsystems, MQ Managers, CICS Regions, IMS Subsystems, etc.)
• Building necessary access controls for Configuration Application to put in governance in place.
• Used to extend the out-of-the-box discovery capabilities of ServiceNow Discovery to discover z/OS based mainframes.
• MID Server has been deployed in the customer’s internal network and have access to the windows host running the Client.
• Build a Custom Application and published in ServiceNow Store.
• The ECC Queue record contains information about a command either sent to or received from the MID Server. From MID server to instance the Queue is input and from instance to MID Server the Queue is output. The discovered CI’s populated in CMDB List.
• Deploying MID Servers for discovery application, Defining and executing the discovery schedules frequently and validating the results.
• Identify issues related to ServiceNow Discovery, troubleshoot and resolve them to help scans become more productive.
• Using the discovery log form for a quick look at how the probes are doing, manually changing the discovery source name and also examining the status for the current discovery.
• Setup and manage Discovery setup for the available subnets/IP ranges in the network.
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Integrated with Active Directory using LDAP for authentication and Loaded users, groups and roles into Service Now.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• 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.
• 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
• Using process classification allows Discovery to create a particular CI type from information gathered during the identification and exploration phases.
• Written script includes and invoked them in business rules and client scripts
• Imported many CI's using import set tables
• Created data sources and loaded the Service-Now tables with different data formats.

Environment: ServiceNow Discovery, CMDB, Fuji, Helsinki version, Workflows, JavaScript, Sub flows, DocuSign and PowerShell.

ServiceNow Developer/Admin

Confidential, San Jose, CA

Responsibilities:

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current Service Now system.
• Setup the process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• Involved in coding the Business Rules (Server Side Scripting), Client Scripts (Client Side Scripting), Script includes in the ServiceNow.
• Imported Configuration Items(CI) from third party applications using import set tables
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Designed and Developed Integration Frame work to support multiple integrations.
• Implemented Bi-directional Integration between Service Now and Confidential using SOAP.
• Implemented LDAP Integration to load user and group data to Service Now using Import sets and Transform Maps.
• Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.
• Configured SNMP Trap Collector extension to receive events from NetCool Monitoring tool to Service Now Platform.
• Created URL commands to send events to Service Now from Nagios Monitoring tool.
• Created custom incident mapping rules table and script include to convert alerts to incidents.
• Created various catalog items, record producers and Order guides for onboarding using variables, variable sets, catalog client scripts and catalog UI policies
• Automated HR Training compliance process by creating custom application, workflows with orchestration activities
• Designed and Developed custom scoped application for Certificate Management process to track Client and Server X509 certificates.
• Designed and Developed custom application for Work Order Management and implemented code to create custom PDF documents using iText API.
• Configured Service Now Discovery tool to load configuration items to CMDB. Created Custom Probes, Sensors to load custom attributes. Created Windows PowerShell and Unix Shell scripts, Integrated with Microsoft SCCM to load Windows Servers into CMDB.
• Created Order Guides for New Employee and Contractor On boarding, Terminating Employee and Transfer of Employees.

Environment: ServiceNow, Fuji, Helsinki version, Portal Design, Workflows, JavaScript, Sub flows, DocuSign and Kenexa.

ServiceNow Developer/Admin

Confidential, St. Louis, MO

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Developed UI Appearance for Service Catalog Requests
• Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Implemented Single Sign On(SSO) using SAML 2.0
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Implemented LDAP integration to load users from Microsoft Active Directory into Service Now.
• Extensively used GlideAjax in Client Scripts to call Server Side Script Includes.
• Implemented the Human Resources Service Management in ServiceNow.
• Worked on HR Case Management, HR Tasks, HR Knowledge and policies articles
• Customized the Project Portfolio Management(PPM).
• Configured PPM suite and worked on the Customization of the project management.
• Worked on the resource management for allocating time for the project users.
• Worked on skill management for selecting and loading users or groups according to their technical and non-technical background skills for assigning project tasks
• Implemented a new application called 'Sales Order'.
• Integrated 'Sales Order' application with CRM. Data received from CRM will be loaded into 'Sales Order', which will be used later for creating projects.
• Imported MS Projects into ServiceNow's project table
• Worked on PPM reports and dashboards as per business requirements.
• Created inbound Email Actions to create incidents and Service Requests based on incoming emails
• Created Order guides using variables and variable sets.
• Created complex work flows for both standard and nonstandard catalog items.
• Worked on CMS Site by creating both static and dynamic content blocks, pages, navigation menus and themes using CSS, HTML and Jelly.
• Loaded Configuration Items and relationships from excel files into service now using import sets and transform maps.
• Created suggested relationships for configuration items in CMDB
• Experience in user provisioning using ServiceNow Orchestration in Microsoft Active Directory
• Developed various workflows for Catalog Items and Change Management Process.
• Created SOAP and REST messages to communicate with - BMC Remedy, Tally and Salesforce
• Implemented Bi directional integration between Service Now and Salesforce using REST and SOAP Messages. Configured OAuth 2.0 for REST Integration.
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents
• Created update sets for configuring in different instances i.e., temp, test, uat, dev and production instances
• Modified Orchestration activities and catalog items for Amazon EC2 Cloud Formation and Stack Creation.
• Build reports, gauges, and home pages.
• Set up Discovery Module to load Configuration Items and Relationships into Service Now.

Environment: ServiceNow Tool, JavaScript, Jelly Scripting, HTML

Remedy Developer

Confidential

Responsibilities:

• Created custom workflow for Asset Deployment to Customer hand off measuring and calculating times for Management analysis.
• Managed the Requirements, Build and Deployment of the Remedy CMDB, Asset Management and the Change Management applications.
• Assisted in the development and the deployment of the Remedy CMDB, Asset Management and the Change Management applications.
• Stabilized the Remedy application that had been recently deployed. Remedy 7.0.1.
• Created a standardized support group methodology.
• Created and standardized the current tier structure that the support teams use.
• Designed notifications based on different time and support based scenarios.
• Created Service Level Agreement workflow based on requirements for VIP and Non VIP customers.
• Design and Create reports for individuals as well as groups. The reports are used for morning reports and monitoring overall production.
• Provide Remedy training.
• Created separate Remedy instances for two OPO groups for their own Help Desk Project Management.
• Corrected a bug within Remedy that was assigning tickets to users who no longer owned the ticket.
• Performed Requirements analysis for all new additions to the Remedy application.
• Provided daily support to customers, including creating new accounts and troubleshooting problems with the applications.
• Project Manager Asset Management, CMDB and Change Management build and deployment.
• Created customized Remedy Survey.
• Created numerous Remedy Dashboards based on customers' requirements.
• Installed, configured and trained users on the Aeroprise Application (Allows Users to use Remedy on their Blackberry's).

Environment: Win Runner, Remedy User, test Director, QA Run, XML, UNIX, HTML, Web Logic, Visual Test.