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Servicenow Developer/performance Analytics Resume

Westborough, MA


  • More than 3 years of experience as ServiceNow developer and administrator.
  • Experience on various IT Services of Service Now tool like Incident, Problem, Change, Service Catalog requests, Report, Gauges and Web Service Integration Along with MID Server .
  • Expertise on creation of workflows for Service Catalog items in ServiceNow
  • Expertise in developing different type of report in the performance analytics.
  • Experience on Various ServiceNow customizations as per client’s requirement.
  • Expertise on technical implementation of various ServiceNow modules such as Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control list.
  • Experience in LDAP integration, Email integration and external web service Integration like SOAP - based and REST-based in ServiceNow.
  • Experience in System and process automation (orchestration)
  • Worked on Configuring the IP Addresses to help find out the un-discovered CI's into CMDB .
  • Prepared and maintained process and system-based documentation.
  • Involved in Self-service portal designing, development of Home Page, Place Order for Service Catalog, Knowledgebase, creating service tickets, Alerting users on Outages
  • Experience in various stages of Software Development Life Cycle(SDLC) such as Requirement, Design, Implementation, and Testing.
  • Work effectively with others in a team environment & Lead various projects.
  • Ability to adapt to a rapidly changing environment, commitment toward learning.


Software Methodologies: Waterfall, Agile, and SDLC.

ITSM Tools: ITSM Tool ServiceNow, ITSM Suite, and BMC Remedy.

ServiceNow Modules: Incident Management, Change Management, Problem Management, Service Catalog, Service Level Management, CMDB, On-call scheduling, Data Loading, Knowledgebase, and UI Marco.

Scripting Language: HTML, CSS, JavaScript, jQuery, AngularJS, Bootstrap, AJAX, JSON, Jelly script, XML, VB Script and SQL.

Programming Languages: C, C++, Core Java, and PHP.

Database: MySQL, SQL, and Oracle.

Web Technologies: J2EE, JDBC, Servlets, JSP.

Application Server: IIS 6, Apache Tomcat, WebLogic, and Xampp.

Operating Systems: Windows, Mac, and Linux.

Web services: SOAP and REST.


Confidential, Westborough, MA

ServiceNow Developer/Performance Analytics


  • Created different type of Indicators in Performance analytics .
  • Developed different type of report in performance analytics using SLA Definition.
  • Created different type of breakdowns in Performance analytics
  • Created dash board in the Performance analytics.
  • Developed UI policies and UI actions to configure form.
  • Developed Indicator by using the formula.
  • Creation of Workflows and Execution plans for the catalog items.
  • Creation of catalog Items with Variables and Variable sets.
  • Gathering Requirements from client regarding developing the reports.
  • Creating approvals in workflows and execution plans. Creation of UI pages for a better visual appearance in catalog items.
  • Creation of catalog items using variables and workflows.
  • Using update sets, UI scripts, Notifications as part of customizing the ServiceNow.
  • Using Transform maps to import Data to Configuration Management.
  • Customizing the forms and Lists of Incident and Problem Management tables.
  • Writing Business rules, Client scripts, UI actions and UI Policies as per the client requirement.
  • Involved in Incident Reporting and Change reports to track process of repairs and determine the current quality of the application. Written Script to build an application with a systematic approach.
  • Importing the Data in different formats (excel, csv, xml) via attachments.
  • Writing Data Sources, transform maps and properly analysing coalesce to avoid duplicates.
  • Making sure that asset table mandatory fields are filled while importing.
  • Moving Update sets from one environment to another environment.
  • Trained the end users to effectively use the reporting application to build and customize their reports.
  • Creating the different types Knowledge articles.

Environment: ServiceNow Helsinki/Istanbul, ITIL, JavaScript, Web Services, XML, DHTML, jQuery, JSON.

Confidential, Chicago, IL

ServiceNow Developer/Admin


  • Different reports are developed by using the Performance analytics and report editor.
  • Created different type of Indicators in Performance analytics .
  • Created different type of breakdowns in Performance analytics
  • Created dash board in the Performance analytics.
  • Developed UI policies and UI actions to configure form

Confidential, Chicago, IL

ServiceNow Developer/Admin


  • Implemented the Knowledge management, Service Catalog, and Asset management.
  • Configured the email inbound actions that trigger incident with an email.
  • Worked on Email logs and troubleshooting on emails with issues.
  • Created buttons and context menus both on form and lists using UI actions.
  • Configured SLA's using SLA definitions for Incident Approvals, Catalog Tasks and Catalog Items.
  • Configured catalog items and adding them to Employee self-service page.
  • Developed UI policies and UI actions to achieve customer requirements.
  • Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes.
  • Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.
  • Supported the team with improvising the Discovery tool and the configuring the CI's.
  • Customized and created widgets on the form as per the requirements and redirected service portal to end user.
  • Created data sources and loaded the Service Now tables with different data formats using Transform Maps.
  • Responsible for ongoing enhancement and maintenance of the Service Now platform.
  • Configured Service Level Agreements (SLA's) to define certain levels of services to incident management and Service catalog.
  • Development of custom catalog items using record producer.
  • Created ACL's for tables/forms/modules and managed user/group roles.
  • Involved in design of the Knowledge Management Portal.

Environment: ServiceNow Geneva/Helsinki/Istanbul/Jakarta, ITIL, JavaScript, Web Services, XML, DHTML, jQuery, JSON.


ServiceNow Developer/ Administrator


  • Provided direction and development work in a highly-customized instance of ServiceNow as an internally-hosted setting.
  • Provided weekly KPI reports to upper management
  • Deployed, configured and customized Service-now Service Request Management module.
  • Created roles, views and user groups pertaining to the use cases. (Fuji and Eureka)
  • Performs core configuration tasks including System policies, Business rules, and Client scripts.
  • Manages users, groups, and roles.
  • Manages data with Tables, the CMDB, Import Sets, and Update Sets.
  • Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
  • Coordinates Service Catalog options, including two-step checkout, cart controls, and variables.
  • Different reports are developed as per the client's requirements and usage.
  • Used report form maps to import Data to Configuration Management in ServiceNow.
  • Maintaining product Catalog to import the configuration item records in ServiceNow.
  • Created notifications based on user requirements and configured inbound email actions to create incidents or requests.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML.

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