SUMMARY:

• 7+ Years of Professional IT Experience with around 4+ Service Now platform as both Developer, And as Administrator.
• Configured Applications using Service - Now tool used in Confidential Management. Deep functional and technical knowledge of the
• Service Now platform as well as experience in delivering medium to large-scale Service Now implementations.
• Experience working on SaaS (Software as a Service) based tools (Service Now), with focus on implementing Confidential processes.
• Knowledge on installation in UNIX and Linux and Solaris servers.
• Good understanding of IT Help Desk and service management along with good understanding of the Confidential framework
• Extensively worked with Helenski and Istanbul; releases of service now with strong emphasis on supporting the ITSM application
• Experience working with Waterfall, Agile and Scrum methodologies.
• Importing the users From AD and monitoring the mid servers.
• Configured Applications using Service-Now tool used in Confidential Management. Strong understanding of Confidential V3.
• Expert on working and solving the high priority tickets.
• Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service now implementations.
• Experienced in HR Case Management, HR Tasks and creating record producers.
• Experience in Configuration of different modules of Service-Now.
• In-depth knowledge of the Technical implementation of Change Management, Incident Management,
• Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Gaining knowledge on the latest release of service now Jakarata, Kingston.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks
• Working knowledge of Knowledge articles, incidents, Confidential and dictionaries
• Extensive knowledge developing CMS in Service Now.
• Expertise in importing and exporting data in Service Now.
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration.
• Expertise in creating and maintaining Access Control rules for securing and providing the right access to right person/role.
• Service-Now Administration and Production support including maintenance of lower life cycle instances
• Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions
• Experience with Web Technology; such as: XML, HTML, JavaScript and Web Services.
• Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Created catalog items, workflows, inbound emails actions and update sets for service requests.
• Performed several Integrations like LDAP, SSO, and Remedy etc.
• Strong development experience and professional HTML5, CSS/ CSS3, JS and JQUERY and various Java and JavaScript design patterns, Web Services.
• Hands on experience in web development using HTML, JavaScript and CSS
• A detail oriented self-starter and a team player who has the ability to produce quality work on time in a fast-paced, deadline-driven environment and capable of managing multiple projects simultaneously. Strong skill set in the Service Now suite development including SOAP/REST integration.
• Web services, Discovery, Workflow, and Confidential . Implemented of Discovery from scratch, by installing MID Servers on remote desktops.
• Configure Service now2 tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium Confidential .
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
• Service Now Certified System Administrator

TECHNICAL SKILLS:

Programming Languages: C, C++, Java, SQL, PL/SQL, ASP.Net, C# Java

Open source Tools: Basic knowledge on Devops tools like Ansible, Github.

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML,JSON,Python.

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

Version Control Tools: CVS, SVN

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

PROFESSIONAL EXPERIENCE:

Confidential, IL

Service Now Developer/Admin

Responsibilities:

• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.
• Created, Modified and merged various Update sets to deploy them into other instances.
• Worked on Creating Users, Roles and Groups and load the data to Service Now objects using import sets on daily, weekly, monthly and on request basis.
• Responsible for the development of change management using workflows, Business rule and client customization scripts.
• Automation of approvals and Change process was achieved by using task based approach with Run scripts in workflows and business rule and client scripting on the Record.
• Experienced Mobile / Android Developer who designed and developed consumer application for Android mobile devices with extensive user interface development.
• Used Notify to communicate to group of users.
• Configuration of Email Notification and Alerts to Notify users about specific activities in the system.
• Developed Catalog Items to automate manual forms.
• Worked on Service Portal which includes Customizing Pages, Widgets and making use of mobile friendly client scripts .
• Built forms from scratch along with advance customizations at the level of UI Macros/UI page as per the complex requirements.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions and UI Policies.
• Created standard workflows which are being re-used and propagated and handled many custom events.
• Integrated with Active Directory using LDAP for authentication and loaded users, groups and roles into Service Now.
• Developed solutions using JavaScript, Web Services, SOAP, REST, WSDL, XML and other web technologies to integrate Service now with internal/ external systems and tools.
• Implemented new applications like Notify and Customer Service Management (CSM) in Service Now.
• Integrated with Twilio calling service to make end to end calls in Customer Service Management (CSM) in Service Now .
• Worked on Discovery and set up mid servers and checked for the connectivity.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Created Configuration items (CI), service catalog for service portals.
• Created and maintained change management requests for assigned implementations and managing the change process.
• Configured workflows and created automated scripts for automated approval for events.
• Managed and coordinated activities during the overall ticket of lifecycle in incident and problem management.
• Experience in creating record producers for HR department and worked on HR Case Management, HR Tasks and precise knowledge on HR articles.
• Hands on experience in creating build processes using 'Power shell' and Window Shell.
• These API's were integrated and hosted in Azure cloud platform in production and lower life cycle environments using Docker and data correctness.
• Environment: Service Now, Performance containers.
• Involved in authenticating different services and integrating application with identity management solution using Azure Active directory (AAD) and Key Vault on Azure.
• Knowledge on AWS (Amazon Web Services) cloud and Microsoft Azure integrations with Service-Now.
• Troubleshot ITSM issues and Integration related work such as Confidential, LDAP and Network Automation.
• Developed new service catalog items and fixed bugs in incident, problem and change management.
• Participate productively in a Collaboration process as part of an agile scrum team.
• Expertise in testing Service now forms and reports for correct mapping of the objects
• Analytics Asset Management, Incident Management, AWS, Azure, Problem Management, HTML, Java script, CSS, JQuery, Self Service Portal

Confidential

Service Now Developer/Admin

Responsibilities:

• Automated the asset import using scheduled jobs and thought the use of transform maps.
• Worked on Service Now modules like Incident Management, Change Management, Service Catalog, Reporting and few other custom applications.
• Worked on PPM reports and dashboards as per business requirements.
• Coordinated Service Now environment/form back-end customizations.
• Notified clients and updated Documentation.
• Worked on JDBC Extracts, SQL queries,
• Data sources, external connectivity using SN data source, Web services and Email integrations.
• Designed many catalog items out of which few catalog items involve integration using SOAP Web services, Restful API.
• Worked on integration technologies such as SOAP, SCCM, HTTP, Web services, SSO, LDAP and MID Server.
• Implemented end-to-end Service Catalog, Incident Management, Configuration Management, Asset Management ( Confidential ), Change Management and Release Management with Knowledge of Content management.
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code.
• Responsible for monitoring the Confidential Service delivery via process mapping audits and designed the procedure.
• Used auto-discovery process to discover business services to manage service health and their dependencies, resolved issues with auto-discovery process.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Provided support for service now by troubleshooting functional issues, implementing bug fixes and performing root cause analysis.
• Implemented Confidential process including incident, problem, change, knowledge and Confidential for better ITSM on Service-Now.
• Constructed Data Sources from several external applications, scripts to resolve approaching information and changes into Service now.
• Participate productively in a Collaboration process as part of an agile scrum team.
• Did Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.
• Created transform maps both automatic field mapping and scripting.
• Prepared Deployment checklist and Test case document preparation for each deployment.
• Providing support during the UAT process and postproduction deployment.

Environment: Service Now, ServiceWatch, Performance Analytics Asset Management, Incident Management, AWS, Problem Management, HTML, Java script, CSS, JQuery, and Service Now Portal.

Confidential, OH

Service Now Developer/Admin

Responsibilities:

• Collaborated with business users to define, analyze and understand technical requirements.
• Translated business requirements into Service Now oriented technical/procedural requirements.
• Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters.
• Designed Workflows and worked on Confidential and Asset Management, Service Catalog, Workflow Design and Configurations.
• Created various SLA as per client requirement with the Incident Management applications.
• Collaborated with Technology Service Desk and Service Management to evaluate requests to change, customize, and configure service now.
• Developed Page layouts, Navigations and presented designs and concepts to the clients for the management to review.
• Developed the webpages that included jQuery, JavaScript and AJAX.
• Developed web presentation layer using JQUERY, HTML and CSS according to internal standards and guidelines.
• Designed web applications using CSS and with the help of tags as per W3C standards.
• Developed solutions using web services, SOAP, JavaScript and other web technologies to integrate Service now with internal/external systems and tools.
• Adjusted Service now import sets and transform maps accordingly to ensure data entering service now tables match the company outlined requirements.
• Documenting and defining data models for IT Service Catalog.
• Hands on experience in maintaining Confidential while tracking the record of configurations stored in Confidential .
• Extensively used JavaScript to write business rule, client scripting, UI actions and for the client validations.
• Worked on Orchestration to automate the top and frequently used service requests.
• Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
• Promote and support the deployment of Service Management processes to all groups interacting with the Service Catalog
• Coordination with BMC on known bugs/issues and apply bug fixes/service packs.

Environment: Service Now, ServiceWatch , Asset Management, Incident Management, SCCM, Casper, Problem Management, Fire eye, HTML, CSS, MS SQL server 2008, PowerShell , Jelly Script, Service Now Portal

Confidential

Service Now Administrator

Responsibilities:

• Customization and Administration of ITSM, Incident, Change, Problem and Knowledge management, Service Catalogs, Confidential and Workflow Management in Service Now.
• Involved in requirement gathering and creating of technical documentation for development.
• Provided analysis, design and development of Service Now trouble ticketing and incident management systems to support the company's technical operations.
• Worked on huge Workflow design for on boarding and off boarding of a partner/ employee/contractor based on the requirements provided by the teams.
• Developed multiple Service Catalog Items with minimal time by getting together the teams to provide their valuable suggestions and creating reusable workflows and variable sets.
• Performed day-to-day administration of the Service Now Tool .
• Maintain business services and configuration item relationships in Service Now tool.
• Used data sources to migrate data from excel sheets to Service Now through transform map to target tables.
• Worked on Discovery to pre-populate Confidential Classes such as Network Devices, Servers, and Databases etc.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests in the platform.
• Created schedules, reports and monitor performance of Service Now.
• Documented all implementations and best practices defined within the team.
• As a part of support activity, resolve incidents by providing proper root cause investigation.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Managed users, groups and roles with user administration, data with Tables, the Confidential, Import Sets, and Update Sets
• Create Workflow activities and approvals and Implement new workflows that use a variety of activities.
• Developed and improved user systems procedures, and prepared systems documentation.

Environment: Service Now, Change Management, Incident Management, Problem Management, Confidential, HTML, Java script, XML, AJAX, CSS, and Confidential .

Confidential

UI Developer

Responsibilities:

• Involved in Requirement gathering phase to gather the requirements from the business users to continuously accommodate changing user requirements.
• Converted business requirements into technical requirements in preparation of High level design document and Functional specifications.
• Design and implementation of new feature or software components for the front-end of a large Web application.
• Developed front-end UI pages and necessary backend classes to support data access and user authorization.
• Responsible for translating designs and concepts into highly usable and engaging web applications using a variety of technologies.
• Extensively worked on designing web pages using HTML, DHTML, CSS, JavaScript and Ajax.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Implemented various Validation Controls for form validation and implemented custom validation controls with JavaScript validation controls.
• Designed CSS based page layouts that are cross-browser compatible on all the major browsers
• Used MS Visio, Dreamweaver and Photoshop tools for web application development.
• Developed front-end UI pages and necessary backend classes to support data access and user authorization.

Environment: Service Now, Change Management, Incident Management, Problem Management, Confidential, HTML, Java script, XML, AJAX, CSS