SUMMARY:

• Around 6+ Years of experience in the IT industry involving analysis, design, implementation, integration and testing of various systems. And extensive experience in building applications in ServiceNow Platform.
• Extensive knowledge in SDLC phases, including requirement analysis gathering, design, develop, test and implement Enterprise Level Applications as per ITIL standards in ServiceNow platforms.
• Worked on several versions of ServiceNow, on Geneva, Helsinki, Istanbul, Jakarta versions.
• Expertise in IT with good experience on ServiceNow Development, Instance Maintenance and Administration activities.
• Integration exposure of External Third - party applications with ServiceNow with understanding of both SOAP and REST.
• Extensively worked on ITSM Domain (Incident Management, Problem Management, Change Management, Knowledge Management and Request Management).
• Experience in utilizing the benefits of ServiceNow APIs alongside with the advantages of existing java script functionalities.
• Worked on the client side and Server-side scripting areas and able to demonstrate the business use cases of all the scripting areas inside ServiceNow.
• Built several workflows inside ServiceNow to automate the process which business owners want to implement based on the customer needs.
• Experience working on CMDB and Asset Management Service: Business Services and configuration item relationships. Expertise in creating workflows for Service Catalog items in Servicenow and Configuring LDAP for user imports.

SKILL:

ITSM Tools: Service-Now, ITSM Suite, HP Service Manager

ITSM Suite: Service Now, ServiceNow Administration and Support

Programming Languages: C, C#, HTML, JavaScript, SQL.

Software Methodologies: SDLC, Agile, Scrum, Waterfall

Web Services: REST, SOAP, HTML5, JavaScript, AJAX, XHTML

Database: MySQL, MS-SQL Server, Oracle DB Operating System: UNIX, LINUX, Windows

PROFESSIONAL EXPERIENCE:

Confidential, Irving, TX

Servicenow Developer

Responsibilities:

• Involved in requirement gathering sessions with the client and created the technical and functional specification documents.
• Responsible for implementing and maintaining the ServiceNow platform to meet specific requirements to support ITIL and business process
• Worked on inbound actions, events and notifications.
• Involved in Service Catalog and Request Workflow Design and Configuration.
• Working on User Management including Users, Groups, Roles and Access Control Lists.
• Configure Incident, Problem, Change management, Configuration Management, Service Level Management as per client's requirement.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Performed testing of all the functionalities post implementation.
• Creating Client Scripts, Business Rules, UI Policy, UI Actions, Script Includes, Workflow based on requirements.
• Involved in customizing the form design and layout for Incident, Problem and Change Management Processes.
• Worked on inbound actions, events and notifications.
• Assigned designation roles for the user and gave access to the users.
• Experience supporting on Integrations with third party using REST API.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Performed testing of all the functionalities post implementation.
• Moving changes from Dev to Test and from Test to Prod using update sets.
• Report Management including creating Reports such as List, Bar, Pie, Pivot table charts and adding them to Homepage, Dashboards and scheduling or sharing reports with teams.
• Performed administration activities like providing access to users in ServiceNow, adding user to groups.

Confidential, Milpitas, CA

Servicenow Developer

Responsibilities:

• Created new groups and added users to the groups in ServiceNow.
• Created Service Catalog based on client requirements. Also, Workflow has been created to support the Approval workflow and task assignment.
• Worked with Import Sets and Update Sets in ServiceNow.
• Created workflows for Service Catalog Items in ServiceNow.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Updated Incident, Problem, change module based on client feedback.
• ServiceNow Application UI Configuration, Data Loads using import sets, development of reports & metrics for executive management.
• Communicated with the end users and understood the difficulties and as per that improving automation and efficiencies in ServiceNow.
• Fixed code issues, source control and migrated the solution to production environment following the IT processes of client.
• Outlined Workflows along with standard Workflow templates that can be reused.
• Reviewed the outage plans and ensure post and pre-outage is successful.
• Created and moved update sets to different ServiceNow instances.
• Configured Email, inbound and outbound email activities and created mail scripts on need premise.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in ServiceNow.
• Trained Service Desk team and organized meetings to review content and testing efforts for UAT quarterly releases.

Confidential, Franklin Lakes, NJ .

Servicenow Admin

Responsibilities:

• Worked on various modules of ServiceNow like Incident management, Customer Service Management, change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.
• Experience in Integration of ServiceNow with HP Service Management both Incident and Change management modules.
• Created API and Data Integration processes between Servicenow and other Services.
• Responsible for producing Technical Design Documents that includes application architecture details.
• Engaged in creating Technical Design Documentation for Migration from existing technologies to ServiceNow.
• Performed Data migration to import data from other applications and external databases and worked on CMDB and Asset management.
• Involved in loading Assets into SNOW from Third Party System using Web Services and Import Sets.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.
• Worked on developing Content Management Systems, Created Sites, Pages and blocks for CMS ServiceNow.
• Experience in writing business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Experience in Communicating with external web services using SOAP Messages and REST
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data in to ServiceNow. Created various front end forms.
• Involved in Creation and modification of various Access Controls (ACL’s), Business Rules, Script includes, Ajax Query, Jelly Scripts, UI Actions and UI Policies.
• Created Update Sets to migrate customizations from one instance to another instance. Created Email Templates and Email Notifications.

Confidential

BA/ Remedy Admin

Responsibilities:

• Participated in JAD session to elicit and gather business requirements.
• Designed and developed Test Scenarios, Test Cases and Test steps for User Stories.
• Participated in Daily SCRUM meetings and giving the status of work accomplished.
• Installed and Configured BMC Remedy Action Request System and BMC ITSM Suite with Service Desk, Change, Problem, Release and Asset Management Applications.
• Involved in Collection, Design Analysis of the Customer Specifications and Customization of the Application and Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Worked for Help desk, Change and Asset Management Applications.
• Customized OOTB notification messages for several applications like Task Management, Approval process, Knowledge Management.
• Conducted weekly meetings to check for the completion of tasks and plan issues to be handled.
• Performed requirement analysis went through use cases per the flow of patient data and rules of security sharing.
• Used Test Director for updating the status of all the Test Cases & Test Scripts that are executed during testing process.
• Converted various SQL statements into stored procedures thereby reducing the Number of database accesses.
• Wrote Test Cases in Quality center that would test various Test scenarios.
• Assisted in designing and validating source target mappings and transformation logical data model required to support information requirements.
• Assisted the project manager in preparing the project schedules, milestone tracking, resource allocation using Microsoft project.
• Co -ordinated with Business and On-site development team and to mentor the offshore development tea