PROFESSIONAL SUMMARY:

• 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.

TECHNICAL SKILL:

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.

PROFESSIONAL EXPERIENCE:

Confidential, Westborough, MA

ServiceNow Developer/Performance Analytics

Responsibilities:

• 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

Responsibilities:

• 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

Responsibilities:

• 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.

Confidential

ServiceNow Developer/ Administrator

Responsibilities:

• 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.