SUMMARY

• Experience as an IT Professional helped me to attain strong understanding of corporate environment and worked as anServiceNowAdmin/Developerwif unique problem solving skills and expertise in learning wif fast pace in an enterprise driven environment.
• Over 9 years of experience as an IT Professional, including 6 years of experience as a ServiceNow Suite developer and Administrator wif extensive experience on Technical implementation of various ServiceNow Modules.
• As a Certified ITIL andServiceNowadministrator had strong knowledge onServiceNowcomponents such as Service Catalog's, Change/Incident/Problem Management, Assert Management and Release Management.
• Good Knowledge in Managing data wif Tables, Import sets, Update Sets, Access Control Rules for securing and providing right Access to teh individuals
• Hands on experience on various IT Services of Service - Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Field Service Management, Project Portfolio Management (PPM), Reporting, Integration wif Web Services.
• Expertize in Managing, Communicating and Coordinating among various Technical and Non-Technical teams which involves Application, Infrastructure, Third party suppliers and Business Units.
• Created and configured new Applications in Service-Now and customized teh 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. Designed E-mail templates by using HTML and Jelly scripting.
• Configured, developed and implemented custom applications and enhancements in theServiceNow IT platform using JavaScript andServiceNowGlide APIs.
• Experience in customizing an instance, importing users and Groups using LDAP.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships. Functional knowledge and implementation experience of ITSM frameworks.
• Experience in full Software Development Life Cycle (SDLC) that includes Analyzing, Designing, Coding, Testing, implementation & Production Support.
• Strong Knowledge in UI design Using HTML, CSS, and JavaScript.
• Involved in designing and coding from specifications, analyzes, evaluates, tests, debugs, document and implements teh application.
• Motivated IT professional equipped wif excellent communicational and interpersonal skills. Seeking for a good opportunity in software Industry.
• Implementing, configuring, onboarding, and administrating GRC plugins.
• Experience in implementing, configuring, onboarding, and administrating GRC plugins.
• Worked very closely wif ITSM ProcessArchitect, customer personnel, Business Analysts, ITArchitect.
• Ensured teh configuration and customization toServiceNow- adhere to teh goals/strategy determined by teh SNArchitectand SN Product Owner.
• Contributed to teh architecture and technical aspects of theServiceNowimplementation and operation project, independently making project related decisions, provides project status reports to project sponsor.
• Collaboration wif teh project teams including information architects, visual designers, developers, and quality assurance on requirements and issues to ensure quality and on-time project delivery, data transition and integration, UAT testing scenarios and goals.
• Worked as aServicenowsolutionsArchitectto design, implement, configure and develop teh modules as per teh clients requirements.
• Ensured optimal level of customer services and provided training if required.
• Used an online customer service portal, automated recurring requests, delivered solutions via a comprehensive knowledgebase, and TEMPhas provided customers wif a Community of peers and experts.
• Worked in teh department of Servicenow CSM to integrate teh CSM Field Service Management, giving customer service visibility into on-site repairs
• Assisted customers and partners wif questions, issues, and problems. This user creates cases, views and edits cases, and works wif customers and subject matter experts to resolve cases.
• Provides superiorcustomerservice to allcustomers, both internal and external.
• StreamlinedServiceNowdemandmanagementprocess and managed release lifecycle.
• Configured SAML 2.0 Single-Sign-on autantication,OKTASingle Sign-on autantication.
• Implemented SSO (Single Sign On)OKTA, using import sets.
• ServiceNowConfiguration forPPM, Cost Transparency, Financial Planning
• Worked on Project Portfolio ManagementPPMmodule to view all teh related projects and application at teh same time and track their progress by Gantt charts. Also worked on demands in thePPMmodule.
• Created portfolio inPPMmodule to measure teh progress of several projects at teh same time and to create multi-project reports for analysis.
• ServiceNowspecializes in IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) applications and provides forms-based workflow application development.
• Integrated support for teh most widely used ALM tools using White Hat.
• Connected security and development stakeholders in teh software delivery supply chain using White Hat

TECHNICAL SKILLS

• Incident Management
• Change Management
• Service level Management
• Legacy Migration Project (BMC Remedy to Service Now)
• Service Request Management
• Knowledge Management
• LDAP integration for users details population.
• Bomgar integration wif SNOW using MSP (Managed Service Properties).
• ADFS (Active Directory Federation Services) integration wif SNOW.
• SSO integration wif SNOW for User Autantication.
• Microsoft Azure Integration wif Service-Now for VM provisioning.
• Oracle DB integration wif Service Now via JDBC Prob using MidServer
• Integrating On Call Roster by fetching data from FTP server.
• Splunk Integration
• ServiceNow Modules me has worked on:
• ServiceNow Integrations:
• ITIL ITSM, Service Now, JavaScript, HTML, CSS, JQuery, Angular JS
• Programming Languages C, C++, Java, J2EE, SQL, PL/SQL, RPGLE, CLLE, COBOL
• Scripting Languages JavaScript, Jelly Script, HTML, CSS, Ajax, XML
• Software Methodologies SDLC, Waterfall, Agile, XP, Scrum
• Databases Oracle 10g, MySQL, SQL, DB2
• Database Tools SQL Client, TOAD, SQLDeveloper, SEU, RLU, DDS
• Web/Application Servers IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat
• Platform Windows, Linux
• IDE Eclipse, Net Beans, TOAD
• Version Control Tools CVS, SVN s
• Tools and Packages Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Responsible for Monitoring all teh customer tools and acting in a timely manner, ensuring that all teh incidents are identified, triaged and resolved meeting teh company SLA's.
• Collaborate wif teh GRC team on teh development of teh GRC solution.
• Experience in creating Configuration items (CI), service catalog for Service portals.
• Configured workflows and created automated scripts for automated approval for events.
• Implemented LDAP Integration to load user and group data to Service Now using Import sets and Transform Maps
• ConfigureServiceNowITBM (IT Business Management suite) for NTT Project Portfolio and Financial Management and Cost Transparency best practice and Create custom PMO (Project Management Office) and Portfolio Overview homepages for management, wif all relevant configuration management documentation.
• Worked wif Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates
• Created various catalog items, record producers and Order guides for onboarding using variables, variable sets, catalog client scripts and catalog UI policies
• Developed Automation workflows usingServiceNoworchestration
• Worked in enabling Single Sign on functionality
• Successfully implemented Knowledge Management process wif complete technical ownership in service-now wif complete implementations of Project Management Module
• Responsible in Assigning Knowledge base managers, Defining User criteria and migrating teh Knowledge base
• Worked on Knowledge Management/Document Management which contains SOPs for Incident Identification, Resolution, and Escalation Contacts etc. are maintained wif 100% availability of teh documents upon regular audits.
• Data migrations wif import set and transform maps.
• Customized workflows using GLIDERECORD and Java Scripting
• Loaded Assets and Configuration Items, Created relationships between CI and Assets.
• Integration ofServiceNow wif BMC Remedy for ticket creation on change submit.
• Implementation of ACL, Workflow, Survey functionality
• Participated in weekly meetings to discuss on teh work that has been accomplished on that particular week, teh challenges faced and teh solutions for teh issues to build a strong team.
• Integrated best-of-breed, open source, legacy and enterprise Agile tools using White Hat
• Implemented Security vulnerabilities which automatically logged as defects so they can be triaged and using White Hat.
• Implemented Real-time visibility and reporting of teh status of security vulnerabilities in Sentinel using White Hat.
• Worked on Dynamic Application Security Testing in White Hat.

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Involved in gathering teh Business Requirements and Interacted wif teh Helpdesk users and CRM users to understand teh existing functionality, current state processes, tools to get a better view of teh Business Processes and functionality to develop and configure theServiceNowPlatform.
• Worked on GRC application (Governance, risk and compliance).
• Identifies and Recommends teh ITIL v3 methodologies to deliver technical methodologies around theServiceNowplatform.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Support design, development, and implementation of CMDB wif automated processes for gathering, populating, and maintaining CMDB data.
• Develop asset and configuration management standards, plans and procedures
• Collect, review, analyze, CMDB data and provide best practice documents and deliverables of recommendations to improve CMDB management
• Increase overall awareness of configuration management processes to teh IT community and interested stakeholders
• Ensure data integrity and accuracy through teh CMDB and that all data requirements are satisfied
• Worked on Configuring teh IP Addresses to identify teh undiscovered CI's and insert them into CMDB.
• Define and perform on-going asset validation routines
• Gather functional requirements for reporting and work wif technical teams to implement
• Collect, produce, report and provide dashboards for CMDB metrics and KPIs
• Capture and publish ITSM metrics, Key Performance Indicators (KPIs) and Critical Performance Indicators (CPIs)
• Provide knowledge, expertise and training on teh use of teh CMDB process and tool.
• Respond to annual audit requests related to CMDB
• Involved in creating Technical Design Documentation for Migration from existing technologies toServiceNow.
• Enhanced teh existing LDAP integration and modified business rules.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data intoServiceNow.
• Created various front end forms.
• Involved in managing inbound and outbound notifications.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions, UI Policies, UI Actions.
• Supported teh team responsible for teh implementation and administration of theServiceNow installation, including managing system configurations, gatheird and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Documented all implementations and best practices defined wifin team.
• Responsible for Swiveling Tickets from SupportWorks toServiceNowandServiceNowto SupportWorks.
• Updating Incident/Problem/Change module based on client feedback.
• Used client side and server side scripting to create Business Rules, Client Scripts, UI Policies and UI Actions, create various workflows for Incident, Change, Service Requests & SLAs
• Responsible for all scripting changes including Client Scripts, UI Policy, and UI Actions.
• Created Business Rules, Script Includes Glide AJAX, UI Action
• Worked on Email notifications and Inbound Email Actions Form customization and field customization based on client requirement for Service catalog
• Designed teh Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
• Sets up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog requests, and items wif variables.
• Configured SLA's depending on requirements of various groups.
• Worked on enhancements of teh service catalogs and record producers.
• Created knowledge articles to teh users after each and every enhancement as a reference.
• Worked on Discovery to update and insert asset information on a regular basis.
• Designed form layouts, workflows and modules in applications.
• Use scripting tools and Service Now functionality, create script to automate routine tasks being done in Service Now.
• Created schedules, reports and monitor performance of Service Now.