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Servicenow Consultant/lead Resume

SUMMARY:

  • 7 Years of overall IT experience and 5 years of experience in ServiceNow ServiceNow Certified ITSM Implementation Specialist
  • ServiceNow Certified System Administrator
  • Implemented end to end ITSM Projects for Confidential 500 clients
  • Experience with implementation of ServiceNow ITSM, Service Portal, ITOM
  • Exceptional communication and presentation skills to include technical and business concepts.
  • Background in ITIL, Service Management, Asset Management, IT Management.

SKILS:

ServiceNow ITSM ServiceNow ITOM ServiceNow Service Portal ServiceNow Architecture

EXPERIENCE:

ServiceNow Consultant/Lead

Confidential

Responsibilities:

  • Conducting requirement gathering & gap analysis workshop with clients # SPOC between client and offshore development team
  • Requirement analysis for the implementation of new modules. # Technical feasibility analysis.
  • Development/coding of the entire module.
  • Creating and Maintaining Technical Design documentation.
  • Preparing implementation Plan for every release in ServiceNow and provide walkthrough to the entire team.

Service Now Developer

Confidential

Responsibilities:

  • Implemented 2 end to end projects which includes below mentioned modules:
  • Requirement analysis for the implementation of new modules.
  • Development/coding of the entire module.
  • Unit testing / System testing
  • Complete ownership of the module (bug fixing)
  • Preparing implementation Plan for every release in ServiceNow and provide walkthrough to the entire team.
  • Contributed to various major and minor releases, mainly includes the below:
  • Worked on implementing SLA configurations, Incident Management, Change Management, Request Management right from the scratch
  • Customized three types of change workflows based on the type of changes
  • Worked on creation of different knowledge base creation, knowledge article approval workflow
  • Creation of catalog Items with Variables, Variable sets and the workflows for the catalog items
  • Design and implement new functionality using Business rules, Client scripts, UI actions and UI Policies as per the requirement
  • Involved in upgrade activities (Fuji to Helsinki, Helsinki to Jakarta and Kingston to Madrid) and solving post upgrade issues.
  • Developed UI Pages, menu sections, items etc.
  • Developed Service portal widget using basic Angular JS, HTML, CSS
  • Implemented 8 Languages in Service Portal including Arabic which is not OOTB language.
  • Extensive knowledge in Email notifications and email scripts
  • Have experience in the customization of Project Management module
  • Incident Management module integration with third party SAP tool (Solman) using Web service (SOAP)
  • Access records of another SNOW instance via REST Web service (inbound).
  • Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration
  • Created client required customized applications - Email Task, Management Tasks, Solution Tasks and performed end to end testing
  • Participating in all meetings to discuss the requirement gathering with the client
  • Worked on unit testing, system testing and preparing Test Cases

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