PROFESSIONAL SUMMARY:

Specialize in IT Service Management (ITSM) software to automate service management process. ITIL, ServiceNow Administrator, and ServiceNow Developer certified with extensive experience in front and back end web development, design, layout, and maintenance of websites and databases.

TECHNICAL EXPERIENCE:

Development: Workflow, ACLs, UI Policies, UI Actions, Service Catalog Management, Reporting, User Administration, Email Notification, Custom Applications, Survey Management, Cloning, and Upgrade.

Scripting: JavaScript, AngularJS, jQuery, NodeJS, C# & PHP.

Integration: SSO, LDAP, web services integrations via SOAP, REST web services, Import sets and transform maps, Business Rule scripts.

ServiceNow Versions: Orlando, New York, London, Kingston, Jakarta, Istanbul, Helsinki, Geneva, Fuji Focus areas include, ITSM, ITAM, ITOM, Integrations, User Interface / User Experience (UI / UX), Service Portal, and streamlining client business processes. Strong knowledge of ITIL v3 methodologies, ITSM concepts, enterprise IT architecture, and relational databases.

PROFESSIONAL EXPERIENCE:

Confidential, New York

ServiceNow Developer/Administrator

Responsibilities:

• Daily support, administration, and maintenance of ServiceNow platform.
• Facilitate daily call and scrum meeting.
• Lead ServiceNow system upgrade planning and execution.
• Manage configuration changes and ensure consistency across environments.
• Schedule and verify instance clones.
• Support update set creation and migration.
• Manage instance security, access, and ACLs.
• Perform error identification / remediation across all instances, including working with end users to resolve issues.
• Performed the task of using Discovery to load configuration information to CMDB.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Configured ServiceNow discovery and orchestration
• Performs integrations and process automation using ServiceNow Orchestration.
• Worked on Orchestration to automate the top and frequently used service requests.
• Experienced in Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.
• Worked on Discovery and set up mid servers and check for the connectivity.
• Create and maintain documentation for applications and modules.
• Build service requests using workflows including requests, request items, and tasks.
• Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using ServiceNow data source, Web services, Email integrations, and LDAP.
• Configure ServiceNow HRSD including Portal, Enterprise Onboarding, Case Management, Knowledge Management,
• Configure ServiceNow HRSD suite and implemented HRSD roles, COE structure, Services Configuration, Record Producers.
• Integrated with external platforms using SOAP Web services, Restful API to raise a catalog items request.

Confidential, Edison, NJ

ServiceNow Developer

Responsibilities:

• Supported Service - Now integration using SOAP, REST web services, Import sets and transform maps, Business Rule scripts
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• Automated various ITSM processes including Incident Management, Problem Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery
• ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Designed many email templates by using html and jelly scripting and used them in notifications
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts
• Imported Active Directory to Service now using data sources.

Confidential, Plano, TX

ServiceNow Developer

Responsibilities:

• Designed and implemented business solutions on the Service-Now ITSM platform.
• Implemented new functionality in Service Management - Incident, Change Request and Problem using Business Rules, Client Scripts, UI Policies, UI Actions, and Script Includes.
• Implemented new functionality in Service Catalog using catalog client script, catalog UI Policy and Configuring Workflow for the same.
• Provided expertise and act as Configuration Management/CMDB subject matter expert for related project and initiatives within Configuration Management team.
• Performed the task of using Discovery to load configuration information to CMDB.
• Worked on Discovery and set up mid servers and check for the connectivity.
• Designed new Service Portals using HTML5, Angular JS, jQuery, Bootstrap and CSS.
• Created and customized inbound email notification for Service Management.
• Imported Bulk data to the Service-Now instance using transform map via import sets.

Confidential, Dallas, TX

ServiceNow Developer/Administrator

Responsibilities:

• Hands on experience worked with functional team for HR Service Delivery for benefit and compensations.
• Create daily reports to Homepage and Dashboard for easy analysis to customers.
• Efficiently handle Business Rules, Script Includes and Client Scripts to do the Development configuration.
• Work with technical team to design Service portal UI, Widgets and Pages to meet customers’ requirements.
• Configured auto report to managers, Email notifications, Events notifications and remote reply to emails.
• Create customs workflow in ServiceNow Instance to meet requirements for Record Producers task.
• Gather requirements for SLA and configured in ServiceNow; Handle SLAs definition to meet breach time SLA, target tasks for incidents, problems management.

Confidential, Irving, TX

PHP/MySQL Developer

Responsibilities:

• Built Web pages that are more user-interactive using jQuery plugins for Drag and Drop, Auto Complete, JSON, Angular JS, JavaScript, Bootstrap.
• Developed certain features of the application functionality i.e. CRUD (Create, read, update, delete).
• Review customer feedback about the debugging issues, fixed bugs with HTML5 and JavaScript codes and worked on resolving browser compatibility issues.
• Participate in meetings with the end-clients to develop layout, color scheme for the web page and implemented them with the help of HTML5, CSS3 and JavaScript.