SUMMARY:

• Over 6 years professional and comprehensive experience in configuring, service management design, providing system service and support, administration on ServiceNow Platform.
• Project achievements include process design and implementation of core modules such as Incident and Problem Management, Change Management, HR Catalog, Service Catalog, CMDB, Asset Management, Workflows and other Service Now modules.
• My experience in various SDLC phases such as Design, Development and Test has benefited many clients.
• Understanding of IT service, incident, change and problem management and process design, coupled with exceptional customer service skills provides the unique abilities to achieve results.

TECHNICAL SKILLS:

• ServiceNow, BMC Remedy, JavaScript, SQL, CSS, HTML, Jira
• Windows, UNIX, LINUX
• MS SQL Server, Oracle, Active Directory
• Agile Scrum Methodology, QA, Release Deployment

EXPERIENCE/WORK HISTORY:

Confidential, Chicago, IL

ServiceNow Consultant

Responsibilities:

• Lead Technical Consultant for implementing ServiceNow IT Service Management applications such as Incident, Change, Problem, Knowledge, Asset Management, CMDB and Discovery.
• Responsible for gathering requirements from the business teams and creating of technical and functional design specification.
• Implementation & development, designing, production support, and system upgrades on ITSM and monitoring.
• Manage Service Transition and Service Operation process.
• Worked on configuring the relationships between Change Management, Configuration Management, Incident Management, and Problem Management
• Engage multiple departments from Business unit and Infrastructure to all IT staff to keep CMDB data integrity and quality.
• Worked on Asset Management solution. Involved in design and development of Transfer Orders and how asset states change within their life cycles.
• Utilize ServiceNow problem management tools to open and track tickets and review Change Request (validation, prioritization, CAB meeting agenda and approval)
• Coordinate RFC implementation and review post implementation.
• Create new workflow and process for new Service Catalog Items in ServiceNow.
• Oversee Service Desk activity and reporting on out of SLA incident and Service request with ServiceNow.
• Provide Training to all IT Staff on ServiceNow and ITIL process best practice.
• ServiceNow principal Internal System administrator and communicator with 3rd party consultant.
• Developed asset management process for various clients, ensure that Knowledge articles are available from Incident Management as per Meta tags on description.

Confidential, Houston, TX

ServiceNow Developer

Responsibilities:

• ServiceNow Lead in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Responsible for effectively implementing ServiceNow Enterprise level Applications as per Business requirements for ITOM/ITSM processes.
• Responsible for building scalable, effective solutions both in ServiceNow and through interfaces to other third - party tools.
• Involved in Requirements gathering, Designing, Development and Implementation of Service Portal.
• Designed Workflows, along with standard Workflow templates, which can be reused in the system.
• Worked on integrating ServiceNow with external REST based web services.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Event Management, Service Catalog, User Administration, Reporting and Discovery.
• Creating database views to pull the reports on variables, which are being used by catalog items.
• Configured multiple forms for Asset module using Configuration Management Database.
• Configured multiple Catalog Items Front-end web / GUI components using Client Scripts, UI actions and Business Rules.
• Created UI Buttons and context menus on both form and lists using UI actions.
• Experience in configuring Discovery Schedules, set up MID servers and check for the connectivity.
• Maintained the integrity of the ServiceNow tool across production and non-production environments. Involved in production support for all the ServiceNow related issues.
• Designed many email templates by using html for email notifications.
• Experience writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Experience installing, configuration and administration of CMDB.
• Experience in Implementation of Workflow, Incident Management, Problem and Change Management, Service Catalog on various business applications.
• Responsible to document and maintain all requirements, implementations and approved ServiceNow processes.

Confidential, Raleigh, NC

ServiceNow Administrator

Responsibilities:

• Develop and manage application code, user interface, and third-party integration components.
• Develop necessary development documentation as needed e.g. technical design, developer notes, etc.
• Performs core configuration tasks including configuring system policies, business rules and client scripts.
• Manage users, groups and roles within the system.
• Manage data in Tables, the CMDB, Import Sets, and Update Sets.
• Create Workflow activities and approvals. Implement new workflows that use a variety of activities to generate tasks and approvals to various teams.
• Coordinate Service Catalog options, variables, categories and cart controls.
• Investigate performance issues, review troubleshooting tools, and use system logs to find issues
• Coordinate installation of ServiceNow upgrades and patches.
• Develop and improve user systems procedures, and prepare system documentation.
• Establish and maintain effective communication with customers, and other IT specialists.