PROFESSIONAL SUMMARY:

• Around 7 years of experience in IT with ServiceNow Development, Maintenance and administration.
• Experience in Service Management and Service Delivery Process. (ITIL Frame Work).
• Experience in working with different modules in ITSM,ITOM,ITBM.
• Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, AJAX, HTML and DHTML.
• Experience working in different Service Now implementations handling multiple clients at the same time.
• Experience in Installation and Configuration of different modules of Service - Now.
• Experience in creating Users, roles, groups and updating the user and group table records.
• Experience on working with integrating servicenow with third party applications like Solarwinds.
• Activated a Servicenow provided integration and installed a certified integration from the Servicenow Store.
• Experience in using the custom built integrations.
• Worked in configuring ServiceNow on Windows/UNIX platform with back-end as Oracle 10g Database .
• Extensive experience on technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog.
• Worked with systems manager to ensure that the Discovery tool has the appropriate access and permissions to capture configuration information.Worked on providing visibility to the performance and issues related to Discovery.
• Mid Server Process Configuration for Windows & Linux, Workflows, Configuration Management Database (CMDB).
• Worked with Application SME’s to create and validate Service Maps for key applications.
• Perform Day to day Administration of Servicenow Service Mapping tool.
• Maintain the integrity of Service Mapping tool across Production and Non-Production environments.
• Working experience in creating workflows for Service Catalog items in ServiceNow.
• Familiar with different ServiceNow releases Eureka, Fuji and Geneva, Helsinki, Istanbul, Jakarta.
• Worked with Import Sets and Update Sets in ServiceNow .Proficient in designing and developing Service Catalog using best practices in development.
• Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Worked on Service Portal, Creating of New widgets, themes, Pages & Enhancements to current portal.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows .
• Experience in enhancing the ServiceNow functionality by customized JavaScript code to support the new business needs.
• Development experience adhering with SDLC processes like Waterfall, Agile, Test Driven Development
• Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script.Excellent work ethics, self-motivated, quick learner and team oriented.
• Hard working, highly motivated, and reliable individual with a constructive approach to the business, client and to other team members.
• Hands on Experience in writing custom JavaScript code to enhance the Service-Now functionalities to support the new business needs.

PROFESSIONAL SKILLS:

• Excellent project management abilities and team management skills
• Skilled at researching and extracting information crucial for applications development
• Strong team orientation, and communication skills
• Excellent problem-solving skills and self-motivated

TECHNICAL SKILLS:

ITIL: ITSM, Service Now, JavaScript.

Programming Languages: C, SQL.

Scripting Languages: JavaScript, XML

Software Methodologies: SDLC, Waterfall, Scrum

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, SQL Developer

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

IDE: Eclipse, Net Beans

Version Control Tools: CVS, SVN

Tools: and Packages: Rational Rose, Maven, Log4j, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE:

Confidential, RTP, NC

ServiceNow Developer

Responsibilities:

• Working on ITBM- Application Portfolio Management(APM).
• Trained on APM by internal resources and worked on propagating the data from Business Application to Application Instances, Application Clusters and Application End points.
• Working on setting up the monitoring priority from application end points to application clusters in Business Applications and Database Applications.
• Working on fixing the Automated test frameworks which are failing due to change in roles and integration.
• Working on writing the Fix Scripts to update the fields with the current values.
• Worked on adding roles to the ACL’S to give read access to users for tables and views.
• Worked on Creating New Automated test frameworks based on the Jira’s assigned to test using Automated Tested Frameworks.
• Working on creating Approval Workflows and Notification for field changes on Business Application and Business Application Modules.
• Worked on refactoring the code by modifying client scripts and business rules using script includes for following best practices in Servicenow based on Health scan report.
• Worked on creating new Business rules and script includes to apply the currently available logics to API and list view also.
• Performed routine troubleshooting exercises for CI errors for WMI (Windows), SSH (Unix), and SNMP (Network) devices during Classification, Identification and Exploration stages of Discovery.
• Worked on refactoring the ACL’s and edit buttons in order to prevent deleting or modification access of deleting End points of applications to Users.

Confidential, Washington, DC

ServiceNow Developer

Responsibilities:

• Worked on PACA Project for Confidential AMS.
• Created a License renewal form for the end users to submit the License Approval/Renewal Requests to Department of Agriculture.
• Worked on creating fields, UI Policies, Client scripts, business rules in the back end to enter the paper applications in to service now system by internal users on behalf of end users.
• Working on new Scoped Application ePACA and defects, enhancements from previous Sprints.
• Working on automating the License requests, complaints,payments,bonds for PACA team in Confidential .
• Created new tables,fields in a scopped app and woked on forms and UI policies to display those fields according to client requirement.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans. Creating database views to pull the reports on variables which are being used by catalog items. Creating the UI pages and using them in catalog items.
• Created UI Actions, UI Actions, Business Rules, and Client Scripts extensively using Glide Forms, Records, Scratchpad, AJAX and Glide System used in.
• Daily tasks included customizing the existing or creating new Business Rules, Scripts- Includes; Client catalog script, Client Script. As per the business requirements. Creating UI Actions for Buttons and context menus on form and lists so that the whole application to any user is user-friendly any easy to handle.
• Worked on creating new complaint modules, fields, ui policies, client scripts and business rules in the complaint forms according to the given requirement in order to make the forms dynamic.

Environment: ServiceNow Istanbul, Service Portal, ESS, JavaScript, HTML, windows & Linux

Confidential, Wisconsin

ServiceNow Developer

Responsibilities:

• Delivered ServiceNow configuration and enhancement requests.Responsible for creation and maintaining of groups and permissions for users.
• Worked on a project for HR Team to automate the onboarding of New hires/Rehires:
• Integrated the data from SAP to ServiceNow by using API, Web services and captured that data in Service Now by creating a table.Configured Notifications, Created Events to trigger the notifications and created a Record producer to capture the data from the table.
• Used business Rules, Client Scripts, Script Includes and UI Policies to configure the Record Producer.
• Activated the Plugin to implement Service Portal and modified the existing widgets and created new widgets and pages to design the Service Portal According to the Client Requirements.
• Involved in the Upgrade Process from Istanbul to Jakarta by monitoring the clones before Upgrade and looking in to release notes and Skipped files after the Upgrade.
• Created Survey, Approval requests for 2018 Budget cycle and created a workflow to status survey results.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Daily tasks included customizing the existing or creating new Business Rules, Scripts- Includes; Client catalog script, Client Script. As per the business requirements. Creating UI Actions for Buttons and context menus on form and lists so that the whole application to any user is user-friendly any easy to handle.
• Worked with systems manager to ensure that the Discovery tool has the appropriate access and permissions to capture configuration information.Worked on providing visibility to the performance and issues related to Discovery.Worked with Application SME’s to create and validate Service Maps for key applications.
• Perform Day to day Administration of Servicenow Service Mapping tool.
• Maintain the integrity of Service Mapping tool across Production and Non-Production environments.

Confidential, North Bethesda, Maryland

ServiceNow Developer

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and few other custom applications.
• Worked in an agile environment and implemented the changes required by the business owners on a regular basis.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Update and development of ServiceNow applications, modules, business rules, email notifications, UI Pages, Scheduled Jobs, Script Includes, Events, forms, SLAs, reports, Access Controls, Homepage Administration, User Administration, Update sets, Surveys, Field Administration etc.
• Implemented Data Sources and created transformation maps to import the data into the ServiceNow from different data sources.
• Used Access Control Rules for securing and providing the right access to right person/role.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets
• Involved in developing and implementation of survey Management Module.
• Configuration of Email Notification and Alerts to notify users about specific activities in the System.
• Configured user accounts, groups, roles, creating new and updating existing catalog items.
• Worked on creating various Import sets and Transform maps for data uploads using excel sheets.
• Worked on Service Portal, Creating of New widgets, themes, Pages & Enhancements to current portal.
• Actively participated in meetings with Project Managers, Business heads and to understand and develop the requirements.
• Migrate code between environments according to a formal methodology using update sets.
• Involved in production support for all the Service-Now related issues..
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Experience on working with integrating servicenow with third party applications like Solarwinds.
• Activated a Servicenow provided integration and installed a certified integration from the Servicenow Store.Experience in using the custom built integrations.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Supported teams responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing and user acceptance testing.

Environment: ServiceNow Istanbul, Service Portal, ESS, JavaScript, HTML

Confidential, Austin,TX

ServiceNow Developer

Responsibilities:

• Involved in design of Service Now foundation set-up, ESS form layout design and application integrations.Document business requirements/ process and build solutions.
• Adhere to established testing, change management and communication guidelines.
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules
• Created custom Notifications/Relationships.
• Created new Business Rules/Script Includes/Client catalog script/client Script using JavaScript and AngularJS , Created new Workflows based on Maintain Items.
• Worked on loading the data into ServiceNow using import sets. Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• Designed and implemented new functionality using UI Policies and Data Policies
• Implementation of different Applications, Modules, Tables and Views as per client's requirement.
• Set up the SLA for the incident, problem, change management processes as per the requirement
• Involved in various ServiceNow customizations as per client's requirement.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Created Email Templates and Email Notifications
• Performed data migration from Dev, Test and Prod Instances using import sets, transform maps and also auto import of data into ServiceNow. Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Developed Import Sets to import data from different Sources. Developed Transform maps to map values between Import Set and Service Now tables.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps. Defined SLA, OLA and Contract for the customer, Configured SLA workflow for the advance SLA configuration.

Environment: ServiceNow Helsinki, ITIL, ITSM, HTML, JavaScript

Confidential, Delaware

Graduate Assistant

Responsibilities:

• Responsible in building SLA and generating Reports.
• Reporting network operational status by gathering, prioritizing information. Worked on program understanding and writing small codes for modules. Defined users, groups and roles and providing accessing permissions. Participated in validating Form and Table level using UI Policies.
• Worked with User Interface (UI) policies, Data policies, UI actions, Business Rules and Client Scripts.
• Based on the requirement change, he needs to prepare a document and he will submit it to Supervisor.
• Once supervisor approves the document, then student need to work on that task based on the timeline.
• Worked with source control to check-in and check-out the workspace.
• Created Email notifications and schedules. Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Participated in validating Form and Table level using UI Policies in ServiceNow.Created data sources and loaded the ServiceNow tables with different data formats.
• Personalized and created forms and fields, new applications, modules and labels, activated plug-ins, built reports, gauges and homepages.
• Created ACL's to grant access to specified users and managing the assignment rules.

Environment: Service now, ITIL, HTML, JavaScript.

Confidential

ServiceNow/Report Developer

Responsibilities:

• Discussing the business requirements with clients and documenting them into process requests.
• Experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management.
• Creating ServiceNow Update Sets and testing through multiple instances and into production.
• 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.
• Imported many Ci’s using import set tables.
• Created transform maps both automatic field mapping and scripting.
• Created data sources and loaded the Service-Now tables with different data formats.
• Built forms from scratch along with advance customizations at the level of UI Macros/UI page as per the complex requirements.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Responsible for the Service Now tool administration module and creation of new Users, Roles, IT Services, Application, Business Services and Rules.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Developed SLA and reporting
• Sets up Service Level Agreements (SLAs) and monitored SLA workflows, created and tracked Service Catalog requests, and items with variables
• Created, monitored, modified, and published Service Catalog workflows with approvals .
• Design and Implementation of service requests through service catalogue in service now.
• Analyze problems, create new solutions and new techniques.
• Defining the process for each service request.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Creating catalogue items, workflows, inbound emails actions and update sets for service
• Developed UI Actions, script includes and Business rules for overall platform requests.
• Assisted in Release Management during product and patch releases.
• Follow up with clients and customers on process requests, special requirements etc.

Environment: Service-Now, CSS, HTML, Web Services.