SUMMARY

• Servicenow Developer with over 5+ years ITSM experience. Experience analyzing different business operations with a focus of providing remarkable IT Service Management solutions for the end users.
• Configured Applications using Service - Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Servicenow applications implemented: Incident, Problem, Change, Configuration, Asset Management, Software Asset Management, Contract Management and Procurement.
• Deftness in carrying out implementation, troubleshooting, development and configuration of BMC Remedy and Servicenow Applications
• Strong technical knowledge of AR System Platform and ITSM Products (Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE)
• Functional knowledge, implementation and configuring of ServiceNow CMDB, Discovery as per the clients requirement.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Strong technical knowledge on Java scripting, Web APIs which includes SOAP and REST.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications using J2EE technologies.
• Worked with different bug tracking tools like JIRA, Remedy, Clear Quest and Bugzilla.
• Full understanding of SDLC, RUP, Agile, SCRUM Methodologies and process.
• Experience in Implementation, understanding, performance and configuring Event management and Orchestration as per the requirements.
• Worked closely with Product Management and Development Team to ensure testing is comprehensive. Expertise in implementation of Automation Tests and Manual Tests. Involved in Requirement Management, Peer reviews, Inter group coordination and Training Programs.
• Good analytical, problem solving, communication skills and have the ability to work either independently with little or no supervision or as a member of a team.
• Good knowledge on Integrating various cloud components like AWS APIs into Orchestration.
• Full understanding ofVMware VRA, Chef and integrating into orchestration activities in servicenow.

TECHNICAL SKILLS

Confidential, CT

Servicenow Developer

Responsibilities:

• Responsible for day today management within the platform
• Enhancement and development in incident, request and service catalogue management
• Experience in developing ServiceNow applications from business requirements and technical design documents
• In-depth knowledge of the technical implementation of change management, incident management, problem management, service catalogue management, reporting and integrations
• Core competency areas include IT Service Management using ServiceNow tool
• Expertise on creation of workflow for service catalogue items in ServiceNow
• Functional knowledge and implementation experience of ITSM framework
• Managed intake and requirements gathering for corporate wide ServiceNow instance
• Good knowledge of CMDB and Asset management services: Business Services, Service offerings and configuration item relationships
• Understanding of IT service management (ITSM) and the ITIL business process
• Maintain Service level agreement and monitor an SLA window
• Created knowledge articles to document the steps in creating the catalogue item
• Build ServiceNow forms from scratch along with advance customization at the level of UI macros/UI pages.
• Created business rules using the GlideRecord operations
• Created catalogue client scripts and UI policies to make client-side changes
• Created the UI pages to use them in catalogue items, implemented using UI scripts
• Created knowledge articles to document the steps in creating catalogue items
• Successfully upgraded ServiceNow version from Jakarta to London.
• Maintaining ServiceNow monthly patching cycles and Represent ServiceNow tool in CAB.
• Strong experience in working with Scripted Web services, Script Includes.

Confidential

ServicenowDeveloper/Admin

Responsibilities:

• Created a route map for the greenfield implementation of Servicenow project and migration of legacy tools onto servicenow.
• IT Service Management applications development on Servicenow platform to automate the day - to-day corporate business processes.
• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Created all JavaScript logic (validation, animations, transitions, template, date picking etc.
• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
• Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
• Development and design of Self Service Portal.
• Developed several client side scripting, catalog scripts, UI scripts, server side scripting based on business rules.
• Creating custom Tables, Fields and configuring Access Controls over them.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Development/Integration of Web services for B2B communication for Change Management using inbound and outbound actions with script Includes and Sonic for the synchronization between third party and the Service Now Change application by processing XML Tags containing the full information of the record.
• Gathered requirements for SLA and configured in Servicenow.
• Worked on User Management to add, update and deactivate users in Servicenow
• Worked on Macros and formatters.
• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads
• Configuring Integration Web Services with Third Party application by using SOAP Web service.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Deployment checklist and test case document preparation.
• Incorporating the coding standards and best practices in the implementation.
• Deploying the developed code to Stage/QA/Production instances using Update Sets.
• Providing support during the UAT process and postproduction deployment.
• Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs.
• Creating workflows to handle the status flow once the request is received from an external tool.
• Key contributor in Service Integration ITSM Tools team including configuring ITSM tools to engage effectively over the Service Integration Layer, building Web Services for different technologies and providing support for demos to internal stake holders as well as client stake holders.
• Assist in client demo activities.
• Create technical specification documentation after all the work has been done .