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Service Now Developer/admin Resume

Virginia Beach, VA

SUMMARY:

  • Around 7 years of experience in Information Technology, including 4 years of expertise in ServiceNow platform as both Developer and Administrator.
  • In - Depth knowledge of Incident Management, Problem Management, Change Management, Configuration Management, Service Catalog, Reporting, Discovery and Integrations.
  • Experience in installation and configuring of different modules of ServiceNow.
  • Good Knowledge about ITIL standards which are helpful in development and customization of ITSM Applications
  • Designed, configured and implemented solutions using Java Scripting.
  • Involved in managing system configurations, gathering and documenting user and process requirements, Create and Developing Workflows and performing quality assurance testing, User Acceptance testing and Third party integration for ServiceNow platform.
  • Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JQUERY, JSON, AJAX, Kendo UI, Require JS, Cordova JS, Bootstrap and XML.
  • Experience in debugging and troubleshooting the existing codes.
  • Excellent knowledge of hand-coded HTML, CSS, JavaScript, DOM, JavaScript/UI libraries and their use in implementing AJAX solutions.
  • Worked on Deploying code to IOS devices using Xcode and Test Flight.
  • Worked with version control system like GIT and GITHUB.
  • Adaptive to team environment and also has the capability of completing complex tasks independently.
  • Capable of learning quickly and delivering solutions as an individual and as part of a team. Self-motivated Team player with excellent interpersonal and communication skills.
  • Strong communication skills, with the ability to convey concepts/requirements between technical and non-technical stakeholders.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow Dublin/Eureka/Fuji/Geneva/Helsinki/Istanbul/Kingston

Web Technologies: XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Database/tool: Oracle, Teradata, DB2, MS Access, SQL Server, Toad, ETL, Data Stage / Info Sphere.

Ecommerce: Edifices, See burger MFT/BIS/ SeeFX, MQ/Web Sphere, XML Spy, Spec Builder.

ERP: OTP, PeopleSoft HCM, People Tools, ELM.

Other Software: HP ALM/QC, Remedy, Service Center, MS Office, Visio, Project, SharePoint, WinSCP

PROFESSIONAL EXPERIENCE:

Confidential, Virginia Beach, VA

Service Now Developer/Admin

  • Customized RITM, SC Task forms and created notifications on them.
  • Worked on creating custom tables and loading data into tables.
  • Worked around Service Request Catalogs. (Implemented from scratch which involves RITM & SC Task table customizations based on client requirements, Created notifications and firing them on events based).
  • Created business rules and Client Scripts while working around catalog items.
  • Created variable sets which is useful for all Service Request Catalog items.
  • Created Service request catalog form and build workflows.
  • Worked on Change Management Process. Built a new workflow for all cloud related changes.
  • Worked on Incident management process.
  • Created some UI Actions to automate the process.
  • Worked on the UI page and UI macro to create dialog and formatters
  • Created Automation workflow for new Onboarding users to create tasks automatically.
  • Developed and configured Script Includes, business rules, client scripts, UI Policies, UI Actions.
  • Customized Left Hand Navigation menu based on client requirements.
  • Implemented Inbound action functionality for request items to Approve request and add comments to item.
  • Used advanced scripting to generate reports and Created database views to generate reports.
  • Created Scheduled jobs, scheduled reports, scheduled the email of reports.
  • Involved in gathering requirements from different teams and writing technical design documents.
  • More experience on deployments in between PROD and Sub Prod instances.
  • Worked on various ServiceNow customizations as client needed.
  • Assist in the definition of business requirements and provide definitions and updates of system design documentation.
  • Worked with Cloud Operations team and get familiar with AWS (EC2&DI Data Instances).

Confidential, Caremark, Buffalo, IL

Service Now Developer/Admin

  • Involved in gathering the requirements from the business team and writing the technical design documents.
  • Implementation of Custom Applications, Modules, Tables and Views as per client's requirement.
  • Customization of form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
  • Set up the SLA for the various ITIL processes as per the requirement.
  • Involved in various ServiceNow customizations as per client's requirement.
  • Experience in Deployments and clone the instances.
  • Involved in solving tickets in PROD and played as an Admin.
  • Involved in migration between various ServiceNow instances using Update Sets.
  • Worked on loading the data into ServiceNow using import sets.
  • Experience in configuring email notifications in ServiceNow.
  • Involved in redesigning the workflows using ServiceNow workflow editor.
  • Contribute to technical discussions, and be involved in the decision making process with other senior engineers to resolve product issues.
  • Configured and customized Change form.
  • Customized Search feature and added tables into search feature.
  • Activated plugins like Escalation, Outages and worked on that.
  • Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions, UI Policies in the ServiceNow.
  • Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
  • Used Team Development Module to move the updates between the instances.
  • Involved in various upgrade and migration activities.
  • Great knowledge and experience on Eureka and Fuji.
  • Gathered requirement from users for attributes needed to develop Service Catalog items.

Confidential, Minneapolis, MN

Servicenow/ Report Developer

  • Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
  • Working with client and functional requirements within Service Now.
  • Facilitating rollout of new applications and modules.
  • Assist in the definition of business requirements and provide definitions and updates of system design documentation.
  • Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
  • ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
  • Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery
  • Created Buttons and context menus both on form and lists using UI actions
  • Designed many email templates by using html and jelly scripting and used them in notifications
  • Created new Business Rules/Script Includes/Client catalog script/Client Script.
  • Created transform maps for importing CMDB data.
  • Written script includes and invoked them in business rules and client scripts
  • Imported Active Directory to Service now using data sources.
  • Created data sources and loaded the Service-Now tables with different data formats
  • Created transform maps both automatic field mapping and scripting
  • Also worked on Asset Management and loaded the data into it.
  • Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
  • Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
  • Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Confidential, Nashville, TN

Oracle/DB2 Developer

  • Coordinated with the business users to collect requirements.
  • Modified existing SQL code and performed tuning if necessary.
  • Worked in creation of views and synonyms for hiding of actual tables and queries.
  • Wrote Stored Procedures, packages, for back-end validations.
  • Developed numerous Perl and Korn Shell scripts to handle database queries.
  • Validations were done in front-end and in back-end using triggers.
  • Based on the requirement worked on triggers to transfer data to master tables.
  • Used SQL*Loader utility to migrate data from flat file to Oracle.
  • Participated in performance tuning, unit test case preparation and execution.

Environment: Oracle 9i/8i, SQL, PL/SQL, Perl, SQL*Loader, SQL*Plus, Windows 2000

Confidential, Durham, NC

Oracle/DB2 Developer

  • Extensively worked on requirements analysis, design and development of the system.
  • Involved detailed design using E-R diagrams and data flow diagrams.
  • Created database objects such as tables, views, synonyms, indexes, sequences and database links as well as custom packages tailored to business requirements.
  • Created procedures and wrote complex queries.
  • Wrote Transact-SQL queries for the retrieval of the data.
  • Loaded CSV format files into Oracle using SQL*Loader.
  • Involved in unit testing to ensure proper functionality of the program.
  • Involved in production support.

Environment: Oracle 7.0, SQL, PL/SQL, SQL*Loader, SQL Server, SQL*Plus, Windows 98

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