SUMMARY:

• Over 10+ years of IT experience as ServiceNow Developer and Administrator.
• A ServiceNow expert with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Hands on experience in web development using HTML, JavaScript, Angular JS, Jelly and CSS.
• Hands on experience in web application development using HTML, Java Script, Java, JSP, Servlet, Struts, CSS3, jQuery, Bootstrap, Angularjs.
• Designing, developing, customizing, configuring, maintaining & administering ITSM suite of applications (HPSM 5.5 / 6.0 /7.x/7.6.x).
• Having knowledge in developing applications using Angularjs.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Created reports based on user requirements.
• Perform day to day administration of Service-Now in Development, Test and Production environments to maintain business services and configuration item relationships in Service-Now.
• Worked on integration using SOAP / WSDL / REST.
• Worked on Service-Now Performance Analytics module.
• Implemented Single-sign-on using Digested Token, SAML 2.0.
• Automated HR Training compliance process by creating custom application, workflows with orchestration activities.

TECHNICAL SKILLS:

Service Now Geneva/Helsinki, Webservices, SOAP, Asset Management, IncidentManagement, Problem Management, JavaScript, JQuery, Jelly, HTML, XML, REST, Workflows, Incident Management, ITIL, SQL, Problem Management, JavaScript, JQuery, Jelly, HTML, XML, REST.

Webservices, SOAP, XML, HTML, ITIL, ServiceNow ITSM tool, SCRUM, Asset Management, Incident Management, Problem Management, HTTP, FTPS, Java.

PROFESSIONAL EXPERIENCE:

Confidential

Lead ServiceNow Architect

Responsibilities:

• Working with client and functional requirements within Service-Now.
• Facilitating rollout of new applications and modules.
• Data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Created Buttons and context menus both on form and lists using UI actions.
• Written script includes and invoked them in business rules and client scripts.
• Configured Email, inbound and outbound email actions and developed mail scriptsto create incidents or requests.
• Worked on ServiceNow portal for creating Incidents, Problem according to the requirements of the customer.
• Follow corporate design guidelines for creating ServiceNow Portal site
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Created reports based on user requirements.
• Design and implement business solutions on the ServiceNow ITSM platform.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Design and Implementation of service requests through service catalog in service now.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.
• Service Catalog and Request Workflow Design and Configuration.
• Preparing the prototype for different workflows based on different items on Hardware, Software, etc. categories.
• Hands on experience in Java Script, Angular JS, AJAX, CSS, HTML and Bootstrap.
• Service Services Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also, Workflow has been created to support the Approval workflow and task assignment.
• Designed various portal pages, portal widgets for Incident management, change management, problem management and Service Catalog
• Used ITIL practices to implement ServiceNow applications in phase by phase approach, created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow.
• Created notifications based on user requirements andHands on experience in web development using HTML, JavaScript and CSS.
• Design solutions to enhancement requests by developing with JavaScript.
• Expereince in working with Content Management System ( CMS ) and Self-Service portal using AngularJS, JQuery, Jelly Script and UI Macros.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.

Environment: Service Now Geneva/Helsinki, Webservices, Servicenow Portal, SOAPAsset Management, Incident, Management, Problem Management, JavaScript, JQuery, Jelly, HTMLXML, REST, Workflows.

Confidential, San Jose, CA

Lead ServiceNow Developer

Responsibilities:

• Worked on End to End implementation of Discovery.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Adheres to best practices in self-service design for ServiceNow Portal site
• Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in ServiceNow.
• Maintained the Configuration Items and modified the forms and form Sections.
• Capable of suggesting best possible solution for any customer requirement or defect.
• Appreciated for suggesting and successfully implementing overall performance changes.
• Worked with UI pages, workflow and Core Configuration.
• Used scripting tools and ServiceNow functionality to create script to automate rote tasks being done in ServiceNow.
• Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Managed system upgrades in a timely and low-impact manner.
• Proposed and Implemented ITSM best practices in company's environment.
• Monitored health, usage and overall compliance of the application.
• Performed System and integration testing with sample/live data with Support Services team.
• Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters.

Environment: ServiceNow, Servicenow Portal, Incident Management, ITIL, SQL, Problem Management, JavaScript, JQuery, Jelly, HTML, XML, REST.

Confidential, Chicago, IL

Sr.ServiceNow Developer/Administrator

Responsibilities:

• Used data sources to migrate data from excel sheets to Service-Now through transform maps.
• Worked on Workflow design for on boarding and off-boarding of a partner/employee/ Contractor based on the requirements provided by the teams.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Worked on Discovery in order to re-locate the devices that were irregularly managed and found a solution in resolving the issues using the discovery tool for a better use.
• Worked on the latest release EUREKA / Fuji which is the advanced release and involved in Service-Now upgrades.
• Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company's technical operations
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Worked to identify the users, groups, categories and following the ITIL standards while designing these solutions.
• Responsible for full cycle implementation for ServiceNow ITSM suite including discovery.
• Created schedules, reports and monitor performance of Service-Now.
• Documented all implementations and best practices defined within team.
• Performed day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Performed core configuration tasks including system policies, business rules and client scripts.
• Managed users, groups and roles.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Performed migration activities (Dev to QA, QA to Prod)
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
• Developed and improved user systems procedures, and prepared systems documentation.

Environment: ITSM, ITIL, Scrums, MID servers, JavaScript, HTML, CSS, Business Rules, Service Catalogs, Integrations, Workflows, BMC REMEDY

Confidential

Sr ServiceNow Developer/Admin

Responsibilities:

• Perform day to day administration of Service-Now in Development, Test and Production environments to maintain business services and configuration item relationships in Service-Now.
• Worked on integration using SOAP / WSDL / REST.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration.
• Involved in setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.
• Communicated with external web services using SOAP Messages and REST.
• Supported Servicenow integration using SOAP, REST web services, Importsets and transform maps, BR scripts.
• Orchestrate users access to Databases using Orchestration.
• Developing user friendly catalog items with experience writing orchestration workflows such as Content Management, Web Services.
• Utilized Orchestration to extend workflows to interact with systems and application code outside.
• Worked on Performance Analytics by providing actionable insight on each level and for every role using key indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards.
• Defined ITSM process flows.
• Extensive experience of integrating Service Now with third party tools and implementation of SOAP and REST API.
• Worked on improving IT service delivery and demonstrate how IT is performing to support the business using ServiceNow ITSM.
• Worked on Procurement Application in creating purchase items and fulfillng the catalog requests.
• Customized the applications using Business Rules, Client Scripts, UI Action and UI Policies, External Data load using Transform maps, etc., based on the application requirements and rolled out the customizations to upper environments using Update Sets.
• Configured Email notifications and created inbound email actions for various approval and service request tasks.
• Developed Service Catalog items based on the project requirement provided by the stakeholders.
• Installed and Configured MID server to gather data on local network and devices to be available in ServiceNow.
• Worked on configuration of LDAP connection in ServiceNow, LDAP servers to upload SSL certificate.
• Manage ITIL processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Customizing the workflows for various ServiceNow standard tables while aligning with ITIL V3 best practices.
• Creation of user accounts, groups, roles, creating new and updating existing catalog items. Created, published & retiring knowledge base articles.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management.
• Created UI Actions, Business Rules, and Client Scripts extensively using Glide Forms, Records, Scratchpad, AJAX and Glide System used in.
• Worked extensively on LDAP integrations. Successfully managed and developed large-scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.
• Customized and created workflows for change management, Configuration Management, knowledge management and for service catalog items.
• Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.
• Analyzed user requirements to improve system capabilities, automate process Workflows and address scheduling limitations throughout the development and delivery of the ServiceNow.
• Managed users, groups and roles, Advanced Schedule jobs and Business rule creation. Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigated performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinated installation of ServiceNow upgrades and/or service packs. Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Environment: ServiceNow Fuji, Helsinki, Webservices, SOAP, XML, HTML, ITIL, ServiceNow ITSM tool, SCRUM, Asset Management, Incident Management, Problem Management, HTTP, FTPS, Java scripts, Jelly Script, REST, Workflows, SDLC, Microsoft AD.

Confidential

Sr ServiceNow Developer

Responsibilities:

• Implemented Incident Management, Problem Management, Change Management, Event Management, CMDB, Reporting, Service Catalog in ServiceNow.
• Implemented ITIL V3 methodologies.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Configured and customized the applications in ServiceNow using Java script, Jelly, AJAX, HTML and DHTML.
• Used Database views to generate reports on multiple tables.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Configured Mid Server's on Dev, UAT and Production Instances.
• Configured E-mail notifications on RITM, Catalog Tasks etc.
• Created ACL rules to secure new objects.
• Hands on experience working on SaaS (Software as a Service) based tools (Service Now), with focus on implementing ITIL processes.
• Designed workflows for Production request and Service delivery jobs tables.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Created homepages including basic reporting, gauge configuration and dash board presentation.
• Performed various Modifications & Customizations on forms.
• Experienced in pulling reports and scheduling the reports as per the client requirement.
• Configuring Integration Web Services with Third Party applications by using SOAP Web service.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Created various applications, tables and performed different operations like overriding the Display Value, auto completing certain Attributes, adding business logic, sending email notifications.
• Effectively managed the hardware and software assets through their lifecycle using the procurement module.
• Involved in the ServiceNow Discovery and CMDB maintenance.
• Bringing users in to ServiceNow Using LDAP Servers such as Active Directory.
• Finding applications and devices with in the network using Discovery, and updating the CMDB with the information it finds.
• Ongoing maintenance with Update sets, Upgrades, Performance and Troubleshooting.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Developed complex transform scripts to import data into the ServiceNow Database.
• Integration with third party applications using Web services Integrations (SOAP, REST).
• Customizing ServiceNow using UI Pages, UI Macro & CMS using CSS, HTML, and Jelly.
• Created a portal for the end users to order the catalog items which is responsive across all the devices.

Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, SOAP, SQL, XML, HTML, DHTML, CSS, XML, AJAX, Integrations, Cloud services, ITIL, SCRUM, Angular JS.

Confidential

Sr ServiceNow Developer

Responsibilities:

• Implementation, customization and configuration of different Service Manager Modules like change, request, ESS, Service Desk, Service Catalog, Incident and Problem Management
• Implemented UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow.
• Assist in the import of configuration and asset data.
• Configured SLA workflow for the advance SLA configuration.
• Working on the functionality of Inventory Management plugin into Asset Management.
• Configured Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests. Created Several Knowledge articles mentored and trained business users & Helpdesk users on ServiceNow platform.
• Loaded the data using transform maps and created custom class managers.
• Created various Catalog Client scripts and Catalog UI policies.
• Work on Data Sources for various external applications, import sets and Transform maps to import data into Service Now.
• Worked on Service-Now Performance Analytics module.
• Implemented Single-sign-on using Digested Token, SAML 2.0.
• Automated HR Training compliance process by creating custom application, workflows with orchestration activities.
• Involved in creating reports, gauges, and home pages.
• Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Worked on integrating ServiceNow with external SOAP and REST based web services.

Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, SOAP, SQL, XML, HTML, DHTML, CSS, XML, AJAX, Integrations, Cloud services, ITIL, SCRUM, Angular JS.

Confidential

Sr ServiceNow Developer

Responsibilities:

• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Utilized Java Script in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Worked on Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc
• Worked on Prioritizing of Incidents by Impact, Urgency and Priority.
• Technical implementation of various servicenow modules such as change management, Incident management, problem management, service catalog, configuration management. Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, and CMDB in ServiceNow.
• Implemented Single-sign-on using SAML 1.1.
• Involved in various upgrade and migration activities. Also, project planning meeting.
• Restricted and Major incident functionalities for user security and urgency.
• Proposed and implemented a generic soap service for use by any catalog item integration with third part tool by mean of easy configurations from client side.
• Configurable SLA implementation in Incident and service catalog management based on user defined parameters.
• Experience in standardization of incident management practices Confidential process, data, reporting and tool level.
• Worked with schedule jobs, events and triggers to manage business needs and handle background work.

Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, SOAP, SQL, XML, HTML, DHTML, CSS, XML, AJAX, Integrations, Cloud services, ITIL, SCRUM, Angular JS.

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Coordinated ServiceNow environment/form back-end customizations.
• Designed and configured the Incident, Problem and Change Management applications supporting ITIL and business processes
• Created, monitored, modified, and published workflows with approvals.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Create and use update sets to move customizations between systems.
• Prepared requirement specifications and design documents.
• Optimized and Monitored system performance and provided system statistics and reports to the Business. Understanding the requirements and designing the workflows.
• Identified and developed quality management plans, test scenarios, and test scripts for user acceptance based on system requirements.
• Build a single page application using Angular JS and Jelly scripting.
• Performed data migrations from instances with Service-Now.
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Developing the UI actions to use them in catalog items, implemented using UI scripts.
• Performs system and integration testing with sample and live data.
• Extracting and scheduling the reports as per the requirements of client.

Environment : ServiceNow, Service Catalog, Workflow Design, JavaScript, Jelly Scripting, Change Management, Incident Management, Service catalog, ITIL, SQL, HTML, CSS, Problem Management, Angular JS

VB technologies, WA

ServiceNow Developer

Responsibilities:

• Designed and implemented new functionality using UI Policies and Data Policy.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Implemented Software Asset Management (SAM) Extensions plugin automatically on all new instances of ServiceNow.
• Customization of form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration.
• Integrated ServiceNow with 3rd party tools and implantation of SOAP and REST API.
• Created various outbound Email Notifications using Email Templates.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.
• Implemented Integration of Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Create and implemented upgrade strategies for the current environment with specific attention to Microsoft SCCM.
• Assisted ITAM staff to understand the risks of noncompliance, and be able to quantify and effectively communicate these to executive management teams with the aim of preventing situations that might compromise compliance.
• Designed email templates by using HTML and jelly scripting and used them in notifications.
• Communicated with external web services using SOAP Messages and REST.
• Generating weekly reports and metrics for IT management.
• Developed workflows and in customizing the applications in ServiceNow using Javascript, AJAX, HTML.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
• Imported Configuration Items(CI) from third party applications using import set tables.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Provide training on Service-Now process, operations and capability to all required teams.
• Involved in Production Support for all the ServiceNow related issues.
• Worked on modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Defined SLA, OLA and Contract for the customer.
• Involved in various ServiceNow customizations as per client's requirement.
• Involved in migration between various ServiceNow instances using Update Sets.

Environment: ServiceNow Berlin/Calgary, Windows10, WINSCP, JavaScript, SDLC: Agile, Scrum, ServiceNow Berlin.