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Servicenow Developer Resume

SUMMARY

  • Having strong experience in integrating different platforms to Service Now.
  • Experience in implementing various IT Service Management processes like Incident Management, Change Management, Problem Management, Knowledge Management, Configuration & Asset Management, Service Catalog, and Release Management with extensive knowledge on Content Management System.
  • Expertise in planning and implementing the releases. Hands on experience in dealing with deployments using update sets.
  • Having experience in RCT - SNOW-MDP integration.
  • Created and configured new Applications in Service-Now and customized the applications using Business Rules, Client Scripts, UI Actions, UI Policies, External Data load using Transform maps, etc., as part of new application roll outs of Infrastructure Management.
  • Expertise in Handling and developing Employee Self Service (ESS) portal for employees and customers to raise tickets and issues.
  • Experience in customising an instance, importing users and configuring security with Enterprise LDAP, MS AD.
  • Experience in building and customizing Service Portal Widgets in ServiceNow.
  • Deep functional and technical knowledge of the Service Now platform as well as experience in delivering medium to large-scale Service Now implementations
  • Good understanding of Helpdesk / Service Desk and hands-on experience of Employee Selfservice (ESS) portal customizations.
  • Good experience in Vending Machine to ServiceNow Integration using REST API and standard web services and post implementation defect closures.
  • Proficient working experience on on-going maintenance, upgrades and technical support to the existing ServiceNow environments, applications and modules as well developing and implementing additional functionality and modules.
  • Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, ACL's etc.,
  • Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their inter dependencies, and populate them in the CMDB.
  • In-depth knowledge of the Technical implementation of Change Management, Asset Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations. Strong experience in JavaScript.
  • Worked on REST and SOAP based Inbound/Outbound WebServices, right from consuming, testing along with integrating with SeviceNow.
  • Good experience with Integration of different platforms like JIRA, SPLUNK, VENDING MACHINE to Service Now.
  • Flexible in developing Service Catalog items using UI Policies and Client Scripts.
  • Created catalogue items, workflows, inbound email sections and update sets for service requests.
  • Experience in Server Script (Business Rules/Script Include/Service Catalog) and good understanding of Server/Client API.
  • Recognize and report issues before they adversely impact the project schedule, respond to Service Requests and provide incident resolution.
  • Designed and Implemented service requests through service catalogue in service now.
  • Excellent Client interaction skills and proven experience in working independently as well as in a team.
  • Exceptional ability to quickly master new concepts and a proactive team player with good analytics.
  • Functional knowledge and implementation experience of ITSM frameworks.
  • Experience in SCRUM team meetings and providing the required solutions.
  • Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity.

TECHNICAL SKILLS

ITSM, ITBM, ITOM Tools: Service-Now, ITSM Suite, ITBM Suite, ITOM Suite

Programming Languages: C, C+, Java, HTML, XML, JavaScript, SQL

Databases: SQL Server 2012, MySQL, MS Access

Application tools: Service Now, SQL

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer

Responsibilities:

  • Created Buttons and context menus both on form and lists using UI actions.
  • Created multiple dashboards and reports for the managers to review the data.
  • Created UI policies to hide some fields and to make some fields mandatory.
  • Involved in the automation of their process flow to migrate application from one environment to another environment.
  • Involved in requirement gathering sessions with the client and created the specification documents (technical and functional) as per the requirements.
  • Created the catalog item to track the process of the migration using workflow automation.
  • Made use of client and server scripts to hide the options depending on the other values selected and many other customizations performed on the form level.
  • Helped the team understand the “AS-IS Architecture” using the current CMDB relationships.
  • Helped the team with the exports of CMDB data to decide the move groups of the applications.
  • Developed workflow customizations and performed quality assurance testing and user acceptance testing.
  • Defined the SLA’s for the developed catalog item and related notifications.
  • Created the catalog form to automate the process of adding the users to the groups with the workflows.
  • Involved in the movement of update sets from lower environments to the higher environments periodically.

Confidential

ServiceNow Consultant and Developer

Responsibilities:

  • Met with stakeholders to gather and understand the detailed project requirements.
  • Gave weekly client demo’s and interacted with them on regular basis and provided the feedback to my offshore team on changes and tweaks in the user stories.
  • Initiated and participated in the user interviews and design workshop.
  • Contributed to the Concept design and validate with Customer.
  • Participated in daily stand up calls and end of day calls with all track technical leads from my team and provided update to my program manager and project lead.
  • Assessed the technical stack documents and the PoV to validate against the requirements for Service Now
  • Identified the dependencies with other solution tracks and integration points.
  • Prepared high-level solution design documents.
  • Coordinated with Customer through all phases of the project.
  • Experience with Service Now integrations via Web Services.
  • Worked closely with Service Now functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams.
  • Developed, configured and improved core and custom applications.
  • Worked directly with end users to resolve support issues within Service Now.
  • Monitored health, usage and overall compliance of Service Now and its applications.
  • Developed systems integrations and process automation
  • Coordinated application and platform upgrades.
  • Made on call changes during demos with the client and helped them in understanding SNOW processes.
  • Responsible in giving Story wise customer demo in every sprint and maintain Jira board and track teams progress and update to the managers.
  • Load, manipulate and maintain data between Service-now and other systems
  • Created ServiceNow reports and dashboards
  • Coordinated with Technical teams (offshore/ onsite), Scrum Master, Onsite and offshore team
  • Assisted in building Level of Efforts Documents and UAT walk thru documents to help the client and end users in understanding the functionalities.
  • Aligned with Agile Development Framework and ensure on time delivery.

Confidential - Waltham, MA

Service Now Developer and Implementation Specialist

Responsibilities:

  • Created Custom buttons and widgets for the End user Service portal.
  • Made cosmetic changes on the Service Portal as suggested and configured the widgets with their respective functionalities
  • Developed workflow customizations and performed quality assurance testing and user acceptance testing.
  • Integration of Vending Machine to Service now.
  • As part of support activity resolve incidents by providing proper root cause investigationof performance, configuration and data related issues.
  • Configured Email notifications and created inbound email actions for various approval and service request tasks.
  • Managed users, groups and roles, Advanced Schedule jobs and Business rule creation.
  • Managed data with Tables, the CMDB,Import Sets, and Update Sets.
  • Worked on customizing user interface including forms, lists and created record producers for incident and change management.
  • Creating ACLs, Roles, Views in restricting and enhancing the user’s ability have access to what they need and what they don’t.
  • Developed solutions using web services, SOAP, JavaScript and other web technologies to integrate Service Now with internal/external systems and tools.
  • Implementing new functionality using Business rules, UI policies, and access control lists (ACL) etc.
  • Experience in working with UAT tool for testing the developed application.
  • Worked on integrating Service Now with external SOAP and REST based web services
  • Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
  • Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
  • Performed Data migration to import data from other applications and external databases, and SCCM.
  • Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
  • Created transform maps both automatic field mapping and scripting.
  • Successfully managed and developed large-scale implementations of Service Now across multiple processes and applications for clients in multiple verticals.
  • Expert in writing detail system use cases, developing business test cases, and working with QA teams during testing phase thereby facilitating acceptance testing with stakeholders and business users.
  • Developed Stories and reports as per requirements from management and BA.
  • Maintained the Configuration Items and modified the forms and form Sections.

Confidential - Santa Clara, CA

Service Now Developer

Responsibilities:

  • Administered Facilities management configuration. Created custom Facilities reports as per the requirement.
  • Customized Change/Problem/Incident forms as per client requirements.
  • Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
  • Worked on Modules of Service Now like Incident Management, Change Management, Service Catalog, and Reporting.
  • Worked on Core ServiceNow configurations like SLAs, Access Control Rules, Home Page, Banner, Reporting, working with User, Group, Roles, Locations, CMDB data, KB data, setting up Knowledge Bases, User Criteria, and migrating data via Importing XMLs and Import Sets to Production environment for Go-Live.
  • Configured and customized new Service - Now applications and modules when activated.
  • Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros. Experience with jelly scripting in Service Now.
  • Manages data with Tables, the CMDB, Import Sets , and Update Sets.
  • Design and implement new functionality using Business Rules, UI Policies, and Access Lists.
  • Worked with business analyst to create and modify Service Catalogs and Request Workflow Design and Configuration.
  • Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
  • Worked on Creating Users, Roles and Groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
  • Developing Service Catalog items as per the requirements of the stakeholders.
  • Involved with Service Now and other product owners in understanding the requirements and giving presentations.
  • Responsible for creating homepages including basic reporting.
  • Experience with Web Services integrations and with web services via APIs and worked on Active Directory, LDAP, JAVASCRIPT, AJAX, CSS, XML, HTML and UNIX
  • 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, and CMDB in Service Now coordinating the instance upgrade activities.
  • Worked on Incident management module as per the requirement and other modules such as ITSM, CMDB and Knowledge base.
  • Involved in the requirement gathering for the integration of Service Now with Splunk and creation of incidents in Service Now from Splunk
  • Implemented the integration between both the platforms and developed the integration steps in Service Now and Splunk
  • Developed Service catalog by creating new catalog items, designing workflows and execution plans.
  • Created Record Producers, Order Guides and Catalog Client Scripts and Workflows.
  • Involved in the Service Now instance upgrade activities.
  • Involved in creating HI tickets for the known issues and working on work around with the Service Now.
  • Responsible for gathering the requirement from the client and using scrum process we used to divide the work.
  • Managing the standards in Queue management and assigning the tickets /tasks in an order.
  • Responsible for access control, security, minor enhancements such as form or workflow editing.
  • Worked with client and management to resolve issues and validate programming requirements within their areas of responsibility.

Confidential - Santa Clara, CA

Service Now Developer

Responsibilities:

  • Designed email templates using html and jelly scripting for notifications and wrote scripts and invoked them in business rules and client scripts. Used ITIL practices to implement ServiceNow applications in phase by phase approach.
  • Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, diagnosing, resolving, monitoring, and reporting in ServiceNow.
  • Imported Configuration Items (CI) from third party applications using import set tables.
  • Coordinated installation of Service Now upgrades and/or service packs. Developed and managed the preparation of systems, test criteria and control of upgrades, service packs, new functionality, enhancements and error correction.
  • Created Custom objects, custom fields, Pick list, role-based page layouts, Workflow Alerts and Actions, and Approval Workflow, Validation Rules, Approval Processes, custom Tabs, custom reports, report folders, report
  • Users are populated into the system using LDAP integration and worked closely with Service-Now team and Infrastructure team to facilitate this integration.
  • Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
  • Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
  • Responsible in building Catalog items in ServiceNow, building SLA and generating Reports in ServiceNow.
  • Involved in setting up the SLAs as per the requirements.
  • Created Custom buttons and widgets for the ESS Service portal as per the requirement of the client.
  • Involved in creating various custom applications, modules and tables as per the requirement.
  • Created various workflows for Incident, Problem, and Change Management Service Requests.
  • Extensively used the Glide Record for server-side scripting (in business rules).
  • Involved in requirement gathering sessions with the client and created the specification documents (technical and functional) as per the requirements.
  • Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.
  • Involved in customizing the form design and layout for Incident, Problem and Change Management
  • Involved in configuring Business Rules, Client Scripts, UI Policies, and Access Lists in Service Now.
  • Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.
  • Provided analysis, design and development of Service Now trouble ticketing and incident management systems to support the company's technical operations.
  • Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
  • Interface extensively with all areas of the organization including Operations and Development.
  • Created schedules, reports and monitor performance of Service-Now.
  • Documented all implementations and best practices defined within team.
  • As a part of support activity resolve incidents by provided with proper root cause investigation.
  • Performed core configuration tasks including system policies, business rules and client scripts.
  • Managed data with Tables, the CMDB, Import Sets, and Update Sets.
  • Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
  • Developed and improved user systems procedures, and prepared systems documentation.

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