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Sr. Production Support Programmer Analyst- Service Now Resume

Owings Mills, MD

SUMMARY:

  • An experienced professional with 7+ years of Information Technology experience in development of software applications, Analysis, Design, Development, Testing and Deployment.
  • 4+ years of experience as a Service - Now suite developer and administrator.
  • Strong knowledge in all phases of Software Development Life Cycle (SDLC) for enterprise applications. Experience in Service Management and Service Delivery Process.
  • Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
  • Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project and management skills.
  • Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, Jelly, XML and HTML.
  • Experience in creating the custom Applications, Modules in ServiceNow as per the requirements.
  • Experience in working on the ITIL Process Configuration like Incident and Problem Management, Change Management, Knowledge Management, CMDB, Asset Management, Event Management, Release Management & Service Catalog Management in ServiceNow.
  • Experience on various ServiceNow customizations as per client's requirement.
  • Experience on the implementation and maintenance of Business Rules, Client Scripts, Script includes and UI Policies.
  • Well versed with designing Use-cases, Class diagrams and Sequence diagrams in UML using Rational Rose.
  • Experience in configuring the SLAs for various ITIL processes as per the client requirements.
  • Experience in working with the workflows using ServiceNow workflow editor.
  • Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
  • Constructed new applications and modules, created new client scripts, Business Rules and UI policies to make client side changes in Service-Now.
  • Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow.
  • Excellent experience in ServiceNow Administration and Production support.
  • Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
  • Maintain Single Sign-On integration and experience in configuring Access Control Lists (ACLs).
  • Strong understanding of Helpdesk/Service Desk, ITIL Business Process, maintained Service Level Agreement (SLA) and monitored SLA workflow with tracking of Incidents from open to closure, monitored email & alerts, responded/escalated incidents as per SLA.
  • Experience on LDAP Integrations using SAML2.0 .
  • Experience in migrating between various environments in Service Now using Update Sets, Import Sets.
  • Extensively worked on migration from Geneva to Kingston version.
  • Coordinating the instance upgrade activities and migration activities using Update Sets.
  • Developed Service catalog - catalog items, designing workflows and execution plans.
  • Troubleshot ITSM issues and Integration related work such as CMDB, LDAP and Network Automation.
  • Exposure to Service-Now platform tools like Discovery and Orchestration Environment.
  • Experience in working with Content Management System (CMS) and Self Service portal using Jelly Script and UI Macros.
  • Expertise in CMDB bulk data loads, data reconciliation with the help of Import sets and transform maps.
  • Strong experience in managing, migrating and maintaining best practices of Update Sets.
  • Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JSON, AJAX and XML.
  • 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.
  • Adaptive to team environment and also has the capability of completing tasks independently.

TECHNICAL SKILLS:

ITIL: ITSM, ITIL, Service Now, CMS, and LDAP

Programming Languages: C, C++, Java, SQL

Web Technologies: JavaScript, Jelly Scripting, HTML, XML, jQuery, CSS

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Database: SQL Server, Oracle 10g, PL/SQL, MySQL, MS Access

Web/Application Servers: Web Logic 10, Apache Tomcat

IDE: Eclipse

Operating Systems: Windows, Linux, Unix

PROFESSIONAL EXPERIENCE:

Sr. Production Support Programmer Analyst- Service Now

Confidential, Owings Mills, MD

Responsibilities:

  • Extensive knowledge on building record producers , service catalogs , catalog client scripts , catalog UI policies , variables and variable sets .
  • Built Event Management application including connectors and integrated with several external monitoring tools like AutoSys, Splunk, New Relic and many more, to ingest the process with event and alert rules .
  • Worked on Incident , Problem and Change Management to customize and enhance the applications for better user experience. Tremendous Incident resolution, Problem solving and troubleshooting skills including root cause investigation and remediation steps.
  • Design and implement new functionality using UI actions , UI pages and UI Macros with Jelly Scripting for better UI experience from front end perspective along with contextual menus . Created groups for set of users to use them for approval, assignment and fulfilment of the tasks.
  • Used inbound email actions to receive the emails from external platforms to integrate and work within Service Now with various modules like incident, problem, event, and operations management.
  • Designed many email scripts and templates by using HTML , Jelly Scripting to use them in Notifications .
  • Used Access Control Lists to secure and provide the limitations around accessing the platform for the right person based on roles/licensing. Created system properties to set up the groups and service accounts which can be used in Workflows .
  • Developed and implemented several custom applications like Executive Application Review, Application (Business Service) and Projects mapping, Cross Fuse data extracts, Break the Glass elevated privileges, Audio/Video request setup.
  • Excellent knowledge to work with server side scripting - Business Rules, Script includes , .etc.
  • Worked with deployments to migrate the code from one environment to another.
  • Worked on creating and scheduling reports , building dashboards for other teams and also part of Performance Analytics .
  • Created Scheduled jobs and schedules to run scripts, to import data by running transform maps and scheduled imports .
  • Raised tickets in HI system to work and troubleshoot on-going issues with vendor.
  • Actively participated in developing Disaster Recovery process within Service Now to maintain Business Continuity.
  • Involved in cloning activities like raising the request for cloning and excluding some tables/update sets to not lose data.
  • Worked on the latest release Kingston and actively participated in the system upgrades to Istanbul, Jakarta and Kingston which is the advanced version. Develops and manages the preparation of systems, test criteria and control for upgrades, new functionality, enhancements and error correction.
  • Ability to work in a challenging team with strong aptitude towards interpersonal communication and ability to work independently.
  • Participated in Active Directory synchronization with Users/Groups.
  • Experienced in working with Agile Development and Scrum process. Actively participate in daily Scrum meetings and regular sprint planning, review and retrospective meetings.
  • Participates in the design, estimate development effort, develop and test throughout the lifecycle to identify issues.
  • Worked on developing Service Portal for self-service users to improve experience with incidents, software/hardware ordering process to fulfil the requests. Implemented Knowledge Management into Service Portal to refer to KB articles as the guides.
  • Good knowledge on integrations using REST API and SNMP listeners to connect to the other systems. Setting up the service accounts and grant roles for authentication into Service Now.
  • Implemented Data Sources and created Import sets , transform maps to import the data into Service Now.
  • Ability to work with PowerShell scripting with servers in workflows. Experience in creation of workflows using workflow editor to execute plans for catalog approval and fulfilment processes.
  • Interaction with various stakeholders of client for requirement gathering and design.
  • Worked on Production Mid servers to check the connection as part of integrations and data import/export.
  • Created and formatted the related lists on various custom and OOB applications to maintain many-to-many relationships.
  • Part of the Release Management implementation throughout the Release lifecycle in each phase.
  • Working knowledge on Knowledge Management module. Created several KB articles to understand the design and development processes and on IT related topics.
  • Involved in Software Asset Management (SAM) and SCCM applications to handle software ordering process within Service Now.
  • Worked with Configuration Management Database (CMDB) - Configuration Items (CIs) and CI relationships with business services.
  • Setting up SLA definitions and experienced in configuring the Cloud Management Service, and monitoring and managing the services responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within defined Service Level Agreement (SLA).
  • Part of the team in exercising On-call scheduling module.
  • Migrated and promoted the Update sets for moving group of customizations from lower instances to higher instances using scrum methodology in development and tracking defects.
  • Developed the code, performed changes and enhancements along with code migration between different environments.

Environment: ServiceNow - Istanbul, Jakarta, Kingston, Event Management, Knowledge Management, Demand Management, Release Management, Request Fulfillment, Change Management, Incident and Problem Management, Service Portal, JavaScript, XML, HTML5, jQuery.

Senior ServiceNow Consultant

Confidential, Boston, MA

Responsibilities:

  • Created functional and technical specifications documents for various ServiceNow modules.
  • Built forms from scratch along with advances customizations at the level of UI Macros/UI page as per the complex requirements.
  • Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
  • Created Business Rules using server side scripting (Glide Record, Glide Element and Glide System). Integrated Service Now with LDAP for authentication and authorization.
  • Good knowledge on Single Sign on and event based integrations.
  • Worked on integrations using Web Services, JDBC.
  • Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
  • Worked on DISCOVERY and set up mid servers and check for the connectivity, expertise in troubleshooting Discovery tool.
  • Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning. Worked on Fuji to Geneva upgradation issues.
  • Involved in migrating code between different environments using update sets.
  • Worked on CMDB from the scratch.
  • Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML.
  • Configured multiple forms for Asset module using Configuration Management Database.
  • Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
  • Resolving typical user’s access and roles issues by checking active directory and users table.
  • Customization of form, creating views and sections to meet business needs.
  • Created custom related lists according to business requirement.
  • Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps. Loaded Assets and Configuration Items, created relationships between CIs and Assets.
  • Pulling reports and scheduling the reports as per the client requirement.
  • Creating database views to pull the reports on variables which are being used by catalog items.
  • Created Incidents, Problems and Service Requests for supported applications.
  • Writing Catalog client scripts and UI policies to make client side changes.
  • Creating the UI pages to use them in catalog items, implemented using UI scripts.
  • Experience in configuring email notifications in ServiceNow.
  • Creating Knowledge articles to document the steps in creating the catalog items.
  • Working on different kinds of variables and variable sets.
  • Re-designed workflows using workflow editor, reconciled complicated workflows to simpler form.

Environment: ServiceNow Fuji/Geneva, JavaScript, XML, HTML5, jQuery, DISCOVERY.

Service Now Developer/Admin

Confidential, Atlanta, GA

Responsibilities:

  • Involved in developing Use Cases and Technical Design Documents.
  • Designed form layouts, workflows and modules in applications.
  • Involved in writing client scripts and UI policies to make client side changes.
  • Created UI pages to use them in Service Catalog, designed buttons & context menus both on form and lists using UI actions.
  • Created schedules, reports and monitor performance of Service Now.
  • Involved in Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
  • Created functional and technical specifications documents for various Service now modules.
  • Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
  • Worked on creating and configuring the Applications, Modules, Business Rules, Client Scripts, UI Actions, and UI Macros in Service Now.
  • Populated the CIs (Configuration Items) and configured the CI relations in CMDB.
  • Configured multiple forms for Asset module using Configuration Management Database.
  • Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
  • Writing Catalog client scripts and UI policies to make client side changes.
  • Extensively used the Glide Record for server side scripting (in business rules).
  • Experience on working with Script Includes and Scripted Web Services.
  • Writing script includes invoking them in reference qualifiers or variable scripting.
  • Worked on the Dublin, Eureka and Fuji versions of the Service Now.
  • Extensively worked on migration from Dublin to Eureka version.
  • Involved in creating on demand reports and scheduling the report generation as per the client requirements in Service Now.

Environment: Service Now Dublin / Eureka/Fuji, Incident Management, Problem Management, Change Management, JavaScript, HTML5, and Windows 7.

ServiceNow Developer

Confidential, Thousand Oaks, CA

Responsibilities:

  • Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the technical operations.
  • Created Incidents, Problems and Service Requests for supported applications.
  • Designed form layouts, workflows and modules in applications.
  • Involved in writing client scripts and UI policies to make client side changes.
  • Created UI pages to use them in Service Catalog, designed buttons & context menus both on form and lists using UI actions.
  • Configured SLA’s depending on requirements of various groups.
  • Experience in hardware and software asset and configuration management and knowledge of IT service management processes.
  • Created new categories and catalog items according to the client requirements.
  • Created order item link based on catalog items.
  • Worked with process owners to develop and implement workflow with approvals.
  • Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
  • Captured and moved customizations between systems using Update Sets.
  • Documentation of changes and new development as technical and functional specs.
  • Service Catalog and Request Workflow Design and Configuration.
  • Designed the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
  • Asset management activities like CI management, catalog management, creation and maintenance of Contracts and Software Licenses.
  • Created schedules, reports and monitor performance of Service Now.
  • Involved in redesigning the workflows using Service-Now workflow editor.
  • Loaded assets into SNOW from third party system using Import Sets.
  • Reviewing SLA performance and recommend corrective action.

Environment: ServiceNow Dublin, Java Script, XHTML, Incident Management, Problem Management, Change Management.

ServiceNow/Report Developer

Confidential, Morristown, NJ

Responsibilities:

  • Involved in gathering the requirements from the business team and writing the technical design documents.
  • Maintained the versioning of the functional and technical specification documents in the SharePoint.
  • 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.
  • Involved in configuring the Business Rules, Client Scripts, UI Policies, and Data Policies in the ServiceNow.
  • Created server side scripts and client side scripts, script includes, scripted Web Services.
  • Set up the SLA for the various ITIL processes as per the requirement.
  • Involved in various ServiceNow customizations as per client's requirement.
  • Involved in migration between various ServiceNow instances using Update Sets.
  • Worked on loading the data into ServiceNow using import sets.
  • Imported Configuration Items (CI) from third party applications using import set tables.
  • Experience in configuring email notifications in ServiceNow.
  • Involved in redesigning the workflows using ServiceNow workflow editor.
  • Involved in reconciliation of complicated workflows to simpler form.
  • Setup MID Server used by Discovery and troubleshooting problems with the tool configurations. Worked on Configuring rules, monitors and management packs in SCOM.
  • Involved in generating the on-demand reports and scheduling report generation in ServiceNow.
  • Followed the AGILE approach with 3 week sprint cycle and daily scrums.
  • Contribute to technical discussions, and be involved in the decision making process with other senior engineers to resolve product issues.

Environment: ServiceNow Berlin/Calgary, JavaScript, CSS3, XML, HTML, Windows 7.

Java Developer

Confidential

Responsibilities:

  • Design and development of Batch Process Service, which processes several batch jobs and sends out different formats of XML to different applications.
  • Involved in designing and programming for the system, which includes development of Process Flow Diagram, Entity Relationship Diagram, Data Flow Diagram and Database Design.
  • Used the Struts validation and Struts Tiles Framework in the presentation layer.
  • Developed user interface using JSP, JSP Tag libraries and Struts Tag Libraries to simplify the complexities of the application.
  • Extensively used Hibernate in data access layer to access and update information in the database.
  • Performed unit testing using JUNIT framework and used Struts Test Cases for testing Action Classes.
  • Used ANT scripts to build the application and deployed on WebSphere Application Server.
  • Used Object/Relational mapping tool Hibernate to achieve object persistency.
  • Wrote and Configured XML based rules that drive the system.
  • Extensive coding of both user interface and back components.

Environment: Core Java, JEE with Struts, Hibernate3.0, JSP, Servlets, JDBC, XML, Web Services, SOAP, WSDL2.0, UML, JQuery, JUnit, Web Logic 10, ANT.

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