PROFESSIONAL SUMMARY

• Over 7+ years of Experience in Information Technology, 5+ years of experience exclusively in administering and daily operations, on - going maintenance, upgrades and technical support to existing ServiceNow environments and applications, managing incidents and run reports, core configurations and implementing UI policies to ServiceNow catalog.
• Experience developing ServiceNow applications from business requirements and technical design documents. Involved in Scrum/SDLC for the development of ServiceNow.
• Experience on various IT Services of Service Now tool like Incident, Problem, Change, and Service Catalog requests, Service Portals, Report, Gauges and Web Service Integration Along with MID Server.
• Hands on experience in all areas, implementation of incident management, change management, problem management, building service catalogs from scratch, created some knowledgeable articles, design and develop workflows, reporting.
• Experience in web development and application development using HTML, JavaScript and CSS, J2EE, PERL
• Experience in configuration management database (CMDB), System Centre Configuration Manager
• Participated at various levels of customization in Incident management and Change Management, Service Request Management applications and Custom built applications for various clients in different industry segment
• Identify, prioritize, scope, and advance IT improvement initiatives from concept through successful deployment
• Experience in LDAP Configuration and Connection Management
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow & SSO (Single sign-on).
• Manage development projects utilizing a service-based approach including working with stakeholders to gather requirements, providing estimates, designing solutions, gaining concurrence, providing work direction and obtaining sign-off all while maintaining communication and transparency with all interested parties.
• Extensive use of Use case model, Use case diagrams, class diagrams and sequence diagrams using rational rose.
• Experience on LDAP Integrations using SAML2.0
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates.

TECHNICAL SKILLS

Programming: C, C++, C#, Java, SQL, Swift, UnixITSM Tools ServiceNow (Helsinki, Istanbul, Jekarta), BMC Remedy, CA Service Manager.

Web Technologies: HTML, CSS, JavaScript, jQuery, Ajax, XML, PHP, JSON, Soap/Rest Api’s, Angular JSDatabase Microsoft SQL Server, Oracle, MySQL

Other Technologies: Agile, Scrum, Design Patterns, ITIL, CSP, MVC, MapReduce, Android, Machine Learning, SSH, SNMP, PowerShell

Applications/Tools: Eclipse, ServiceNow, QTP, Crystal Reports, Android Studio, SQL Developer, Microsoft Visual Studio, MS Office

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer

Responsibilities:

• Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Created customized login pages, search pages with drop down list in search bar.
• Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages, UI actions.
• ServiceNow Service Watch/Event Management support.
• Contributes to support of Monitoring Environment including CA Spectrum, and UIM- Infrastructure Manager.
• Investigate alerting/notification process for outages, make recommendations on improvement.
• Perform analysis on event trends and recommendation on reductions and improvements.
• Used Transform maps to import Data to Configuration Management, managed product catalog to import the configuration item records in ServiceNow. Data conditioning before an Import set and Transform Map is run.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally
• Generating reports that to access KPI's and metrics that help improve business service proactively using performance analyticsmodule.
• Developed custom reports that show daily trends with real-time actionable insights to visualize areas of performance improvement and take immediate action.
• Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events and System and Upgrade logs).
• Designed and developed the application UI configuration with Salesforce.
• Designing, configuring and customizing new applications and modules.
• Assisting in troubleshooting Patch / Release Management issues.
• Build Reports, Gauges and Home Pages.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Created Workflows, Sub flows and Tables both on Fuji and Eureka. Managed inbound and outbound notifications in Fuji and Eureka.
• Experience in working with Content Management System (CMS) using Jelly Script and UI Macros.
• Create and use Update Sets to move customizations between systems.
• Created update sets for configuring in different instances i.e., temp, test, uat, dev and production instances.
• Met all service level agreements (SLA's) and delivered all significant result and deadlines.
• Change module, Incident module, problem module is updated on client’s feedback.
• Responsible for Access Control (ACL), security, minor enhancements such as form or Workflow configurations and UAT.
• Development of Service catalog, which includes creating new catalog items, designing workflow and execution plans.
• Discussing the business requirements with clients and documenting them into process requests.
• 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.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on CMDB from the scratch.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Creating the UI pages to use them in catalog items, Implemented-using UI scripts.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Integrating Service catalog module with "Net cool" monitoring tool using Web Services and fixing the issues, which come up while the tolls are getting interacted.
• Created many scripts which includes Business rules (server-side code) and also modified OOB.

Confidential, Minneapolis MN

ServiceNow Developer

Responsibilities:

• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements.
• Team Progress Tracking.
• Incident Management and Problem Management activities.
• Reviewing SLA performance and recommend corrective action.
• To follow up on escalations and issues with clients and management.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Prepare Outage reports.
• Performing and communicating Daily health checks to Management across Clients.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.
• Involved in Verizon (ETMS) integration on incident management
• Created complex workflows for service catalog
• Designed and developed new complex catalog items using UI pagesDevelop, Document and Publish change management process and functions
• Analyse change records to determine any trends or potential problems.
• Reviewing change requests for completeness and accuracy.
• Working with service providers to schedule changes.
• Assisting in the preparation, facilitation, documentation, and communication related to weekly and ad hoc change management meetings.Perform Root Cause Analysis.
• Investigation and follow-up for permanent fix of the problem.
• Follow-up on tickets being raised regularly for re-occurring incidents.Providing training to new joiners in the Team to train them on the entire process and monitoring their transition.
• Maintain the Quality of tickets by performing daily checks and audits.
• Generated weekly and monthly outage reports and provided to senior management.
• Developed and implemented various process improvements within the team as per ITIL methods and practices.

Confidential

ServiceNow Admin

Responsibilities:

• Implemented the configuration of various modules like Incident, Change, Release, Problem, Asset, and Configuration Management Modules.
• Design and implement business solutions on the ServiceNow ITSM platform.
• Built, monitored and maintained enterprise systems integrations of ServiceNow (CRM, Jira, Splunk).
• Provided on-call support for infrastructure monitoring services on a scheduled rotational basis.
• Performed administrative responsibilities ServiceNow instances, including cloning, patching and upgrading.
• Involved in creating customizes Client Scripts and UI Policies.
• Involved in ServiceNow components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, Knowledge Management, Mobility and Service Request Management.
• Implemented tasks that receives specifications from the IT department and delivers a product/release that meets the needs presented.
• Generated reports and managed tickets.
• Development of requirement integration components (SSO, LDAP, SOAP).
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules.
• System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Localization, Security, Users, and Groups.
• Involved in creating Business Rules, Client Scripts, Service Catalogs, and UI Scripts.
• Involved in loading, manipulating and maintaining data between ServiceNow and other systems.
• Maintained the ServiceNow modules and software licensing functionality.
• Worked with reporting and configuring service level agreements (SLAs).
• Developed ServiceNow applications, including modification to existing ITSM modules.
• Involved in Incident Management practices, techniques, and tools.

Confidential

CMS Admin

Responsibilities:

• Expertise in CMS and CMS+ Plugins and was responsible for managing front end requirements as well.
• Involved in introducing Angular Plugin into ServiceNow and widely used it in creating the front-end view of Portal.
• Created Ng-Services and Ng-Controllers using UI Scripts and built Ng-Applications and Ng-Modules using UI Macros.
• Worked on managing the UI Scripts, UI Macros and UI policies.
• Performed integrations with two other ServiceNow related instances apart from Portal (REST, Scripted Web Services & SOAP).
• Involved in managing the Mid Server and monitored it throughout the project.
• Automated the process and worked on Opportunities, Quotes and Contract related to CRM.
• Involved in tracking, managing and fixing the Incidents, Problems or Changes related to Portal and sometimes Surf/Hi related issues.
• Expertise in ServiceNow scripting including Business Rules, Client Scripts, Script Includes, and Ajax calls etc.
• Created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow.
• Defined users, groups and roles and providing accessing permissions in ServiceNow.
• Worked on migration between various ServiceNow environments using Update Sets.
• Using import sets migrated the data from internal ServiceNow tools into the portal.
• Implemented SSO (Single Sign On) OKTA, using import sets.
• Worked on creating workflows in order to automate the approval process.
• Created workflows for automating the process of approvals between ServiceNow and SAP. Used Dynamic Approval rules in order to send the approval to a particular person or a group.
• Also worked on setting up team dashboard in order to push/pull the update sets without any hassles.