PROFESSIONAL SUMMARY:

• Over 10 Years of Information Technology experience in Software Design, Development, Analysis, Testing and Implementation in ServiceNow platform as both Developer and Administrator.
• About 8+ years of hands on experience in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now).
• End-to-End Development and Customization of Incident/Problem and Change management applications per ITIL processes and policies.
• A ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• ServiceNow experience in Implementation, design, development, documentation, deployment, and post-production support following Software Life cycle using SDLC SCRUM.
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing JavaScript and configuring Workflows to implement additional features, customizations and enable the process flow.
• Insightful, result-driven IT professional with notable success directing a broad range of corporate ITSM initiates while participating & driving planning, analysis and implementation of solution in support of business objective. Excel at providing comprehensive ITSM/ITIL systems analysis and handles to a full lifecycle project management
• Post roll out production Support. Experience of handling Bug Fixes and Enhancement requests.
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.
• Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer module Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.
• Experience in designing User Interface (UI) applications and professional web applications using HTML 4.0/5, XHTML, CSS2/CSS3, JAVASCRIPT, JQUERY, AJAX, JSON AND XML
• Good knowledge of latest version of object oriented JavaScript Libraries like Angular.js, Node.JS, Bootstrap, ExtJS 4.0, Require, Handelbars, and Dojo toolkit.
• Working experience on CSS Background, CSS Positioning, CSS Text, CSS Border, CSS Margin, CSS Padding, CSS Table, Pseudo Classes, Pseudo Elements and CSS Behaviors in CSS.
• Experience in Fixing CSS Cross Browsing Compatibility issue and web application scaling.
• Extensive experience on implementing the AJAX features using JavaScript and jQuery.
• Proficient in developing web page quickly and effectively using, HTML 5, CSS3, JavaScript and JQuery.
• Experience of Web 2.0, JavaScript, JQuery, W3C Standards and working with Responsive Web Design concepts.
• Experience in using various IDE’s, Dreamweaver, Notepad++, Eclipse and Aptana 3.0.
• 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.
• Experience interfacing with stakeholders, System Analysts, Senior Management with excellent communication and interpersonal skills.

AREAS OF STRENGTH:

• IT Service Management
• Service Level Management
• Change and Configuration
• Problem and Incident
• Orchestration
• Integration
• Asset Management
• Inventory management
• System Integrations
• Application portfolio management
• Demand Management
• Resource Management
• Project Portfolio Management
• Agile Management Test Management
• Cost Management
• CMDB and Service Watch
• Discovery and Service Mappings
• Infrastructure Assessment, Planning, and Implementation
• Operational Assessment and Managed Care Outsourcing
• Service request and Level Management (SRM and SLM)
• Service Catalogs etc
• Drive strategic portfolio planning and execution. Align work to business priorities, identify areas to optimize operations, and reduce time to market.
• Financial Management
• Time Card Management
• Scaled Agile Framework(SAFe)
• Project Management, Scrum Master

TECHNICAL SKILLS:

Specialties: ServiceNow (New York, London, Madrid and Kingston)

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: TOAD, SQL*Plus10g/9i

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

Operating System: UNIX, Linux and Win9x/NT/2K/XP

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint)

PROFESSIONAL EXPERIENCE:

Confidential, Hermitage, TN

ServiceNow Architect

Responsibilities:

• Worked on the following modules of ServiceNow like incident management, problem management, service catalog, user administration, change management, reporting and discovery.
• Worked on creating MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Managed and lead end to end implementation of Database Level Encryption at rest.
• Managed and lead end to end implementation of ServiceNow ITOM modules, Service mapping, discovery and CMDB.
• Scrum Master for Rapid teams, managing scrum calls and resolving impediments.
• Responsible for the implementation of ServiceNow ITOM suite Asset, CMDB, Discovery, Event Management and Service Mapping.
• Managed and lead end to end implementation for replicating tables/records from ServiceNow instance to SQL Server database for reporting using Perspectium Module.
• Expertise on ServiceNow GRC in managing governance framework, policies, laws and regulations and best practices in one system and then mapped them to controls.
• Implemented Governance Risk and Compliance package which transitions from the traditional spreadsheet work into GRC applications for a client
• Designed and built configurable data driven Field level validations for outbound communication which can be scaled to any integration.
• Used Field Service Management to Match tasks to agents based on agent skills, geographical territory assignments and available inventory.
• Worked with Orchestration which enables an IT organization to automate complex tasks on remote computers reliably and quickly, with best practices every time.
• Involved in development of requirement integration components (SSO, LDAP, and SOAP).
• Used Service Mapping to establish relationships between the different infrastructure components that are dependent on each other.
• Worked on HR Service Delivery (Case and Knowledge Management, HR Administration, HR Profile, HR Case Management, HR Knowledge Management, HR Dashboards & Reports, HR chat from lists and forms, Employee Service Center, Enterprise Onboarding and Transitions & Employee Document Management).
• Review data for performance, monitoring and reporting and experience with GRC (Security Vulnerability).
• Developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts.
• Customization of Incident Management Application.
• Responsible for configuration of forms and fields of Vulnerable Items and Vulnerability Groups.
• Worked on the configuration of Qualys with Vulnerability response module.
• Worked on data upload and configuration in CMDB and other ITSM modules.
• Configured alerts using CMDB and Event Management, that helped identify infrastructure issues as soon as they occurred
• As part of SCRUM, involved in planning with Technical design and delivered the sprint goals
• Provided developer documentation/ technical design notes as needed.
• Involved in the Complete Software development life cycle (SDLC) to develop the application. Used.
• Involved in the Complete Software development life cycle (SDLC) to develop the application. Used Agile Methodology and SCRUM Process.
• Strong knowledge in creation of PA reports, updating the OOB indicator which includes service management operations, service strategy, Human resources management.
• Extensive experience in adding fields to the metrics capture of service now Performance Analytics, and also creating roles and groups using dashboards, analytics, time charts.
• Created 45 scripted web services which are used in setting up a robust process for integrating Service Now with a Procurement Tool. Also has an in-depth knowledge about Direct Web Service API of Service now, SOAP and WSDL.
• Extensively worked on Integration with REST GET and POST using basic HTTP Authentication.
• Good knowledge on Single Sign on and event-based integrations.
• Strong knowledge in updating visualizations of performance across teams and organizations, and also in establishing service delivery.
• Designed and built configurable data driven Field level validations for outbound communication which can be scaled to any integration.
• Had good knowledge working on LAN Password Reset and Integrating with other Servers using Orchestration.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change ServiceNow modules.
• Implemented Discovery, Orchestration, CMDB, Performance Analytics, Project Portfolio management, Software and Hardware Asset Management, Service Catalogs, Legal Management Release Management and Scoped Applications for multiple customer accounts.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Have hands on Experience on Integrating ServiceNow with third party tools and Domain separations for the external users to raise incidents in SNOW.
• Responsible for gathering requirements and customizing Business Service Catalogs for organization from the scratch.
• Involved in development of requirement integration components (SSO, LDAP, SOAP)
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.

Confidential, NE

ServiceNow Lead

Responsibilities:

• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment.
• Focused individual, excellent technical leader, team player, team manager and mentor for teams. Hands-on experience in leading at all stages of process & systems development efforts including requirement definition, design, architecture, testing and support outstanding project management frameworks.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created transform maps both automatic field mapping and scripting
• Planning and managing discovery/ assessment activities and defining high-level program/action plans
• Worked on the following modules of ServiceNow like incident management, problem management, service catalog, user administration, change management, reporting and discovery
• Built and designed Orchestration related work flows for highly
• Assist IT personnel in performing ServiceNow Discovery, Cloud Discovery and Service Mapping processes and troubleshooting the errors that arise.
• I was a part of end to end implementation HR of case management which really help the customer to streamline the HR Service Delivery.
• Hands-on experience on Governance, Risk and Compliance application (GRC) and SeCops.
• Experience in implementation of preventative, mitigating and compensation controls, ensuring protection and adherence to the goals of organizational SAP Security GRC with SeCops strategy.
• Hands-on experience integrating ServiceNow with external systems via web-services, Orchestration, Service
• Watch. Experience with Governance, Risk, and Compliance (GRC) and SeCops application.
• Extensive and Hands on Experience in GRC Implementation, Automation, upgrade experience with GRC
• Worked on End to End implementation of CMDB module
• Set the Configuration of HRSM to handle day to day operations.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Involved in developing and administration for Servicenow to provide best Service Delivery requests in the form of workflows, mobile application to all the users
• Experience on working with HRSM, CMDB and Discovery tool, Security operations
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level). Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Communicated Project Requirements, Business issues, Solutions and made recommendation.
• Created Service portal custom application using AngularJS.
• Experience in Configuring Applications using Service-Now tool, used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management
• Development and Implementation of IT operations Management (ITOM).
• Involved in ServiceNow components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, Knowledge Management, Mobility and Service Request Management.
• Created 45 scripted web services which are used in setting up a robust process for integrating Service-Now with a Procurement Tool. Also has an in-depth knowledge about Direct Web Service API of Service now, SOAP and WSDL.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Good knowledge on Single Sign on and event based integrations.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules.
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Experience in developing Applications, Web Sites using PHP.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management, Performing Quality Assurance Testing and User Acceptance Testing.

Confidential, Hopkinton, MA

Lead ServiceNow Developer

Responsibilities:

• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use,
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Users are populated into the system using LDAP integration and worked closely with ServiceNow team and Infrastructure team to facilitate this integration.
• Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Performing quality assurance testing and user acceptance testing.
• Responsible for preparing design level, program-level and user-level documentation.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Confidential, Irving, Texas

ServiceNow Administrator/ Developer

Responsibilities:

• Worked on Orchestration to automate the top and frequently used service requests
• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Developed and managed tests application code, user interface and third-party integration components using prescribed application development guidelines.
• Working experience with TFS team in Upgradation of TFS and also involved in performing the administration Windows 2003/2008 R. Packaging and deploying of .Net applications (C# and ASP.net)
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC
• Responsible for the development of Business Context diagram along with the SME for the Integration project using Microsoft Visio.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities. Involved with working in an agile development environment.
• Responsible for Berlin Up gradation in ServiceNow and also involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Responsible for mentoring peers and junior curriculum developers in Service Now platform.

Confidential, Los Angeles, CA

ServiceNow Developer

Responsibilities:

• Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules.
• Worked with team as junior developer to understand OKTA integrated configurations SSO using SAML 2.0 version project environment.
• Responsible for gathering requirements and customizing for CTI integration for organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Designing, configuring and customizing new applications and modules.
• Assisting in troubleshooting patch / release management issues.
• Build reports, gauges, and home pages.
• Experience writing server side script using PHP.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Use Business Analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Experience from training on TFS Admin gave me chance to work close with TFS team and been responsible for the physical security of the Configuration Items, maintaining change requests and tracking defects using CM tools.
• Utilize TFS reports focusing on build quality and other code quality metrics, as the quality of builds, codechurn, defect rates, etc.
• Customized TFS Build.proj build file for various projects.
• Automated JAVA builds using TFS by installing Team Foundation Build Extensions.
• Synchronize bugs between QC and TFS to enhance traceability and allow code changes to be associateddirectly with the specific defects they resolve
• Include all work item types in TFS, including requirements (functional, features, and scenarios), tasks, bugs, test cases and change requests.
• Maintenance and configuration of ClearCase and ClearQuest tools (like TFS & Rational Team Concert) in application development including the Build and Release Management, where in the check-out & check-in model is been implemented for the build process.
• Motivating team members and other CM users including Developers, Testing Team, and Quality Analysts for enhancements in the product Release.
• Upgradation of management tools to Rational tools was been an interesting task that innovated new technology skills and also working in Java atmosphere was an asset