SUMMARY

• Over 7+ years of experience in all stages of Software Development Life Cycle covering requirement analysis, designing, coding, testing and implementation.
• Deep functional and technical knowledge of the ServiceNow platform as well as experience in delivering medium to large - scale ServiceNow implementations.
• Experience in ITIL Process Configuration like Incident and Problem Management, Change Management, Knowledge Management, CMDB and Service Catalog Management in ServiceNow.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Expertise in Design and configure ITSM and customizing the applications using Java script, AJAX and HTML in Service Now.
• Proficient in ITIL standards which are helpful in development and customization of ITSM Applications.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Working experience in hand-coded HTML, CSS, JavaScript, DOM, JavaScript/UI libraries and their use in implementing AJAX solutions.
• Extensive experience of integrating ServiceNow with third party tools and implementation of SOAP and REST API.
• Performed CRUD operations on webserver using Service Now outbound REST functionality.
• Expertise in RDBMS Development including Oracle SQL, PL/SQL database backend programming with Stored Procedures, Functions and Packages.
• Expertise in developing custom applications in ServiceNow and utilize its potential in PaaS (Platform-as-a-Service) and SaaS (Software-as-a-Service).
• Experienced in designing UML diagrams- Use Case Diagram, Activity Diagrams, Sequence activity diagrams and Data-Flow Diagrams
• Actively engaged in Gap Analysis, Data Analysis, Risk Analysis, Business Process Improvement, System Integration and Troubleshooting.
• Expertise in creation and maintenance of Access Control Rules to provide data security according to the Business requirements.

TECHNICAL SKILLS

IT: ILITSM, ServiceNow, JavaScript, HTML, CSS.

Languages: JavaScript, Angular JS, PL/SQL, PowerShell

Methodologies: SDLC, Waterfall, Agile, Scrum

Databases: Oracle, MySQL, SQL Server

Database Tools: SQL Client, TOAD, SQL Developer

ServiceNow Versions: Dublin, Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston

Legacy Applications: HP Service Manager, CA Service Desk, BMC Remedy

PROFESSIONAL EXPERIENCE

Confidential, Boston, MA

ServiceNow Developer/Admin

Responsibilities:

• Responsible for broadcasting the data from Business Application to Application Instances, Application Clusters and Application End points.
• Served as the primary point of contact for all operational support issues related to a ServiceNow instance used by multiple business units within the client organization.
• Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, diagnosing, resolving, monitoring, and reporting in ServiceNow.
• Use ServiceNow reporting to analyze trends of major incidents and identify a high level of root cause for the major incidents.
• Configured multiple catalog items frontend GUI components with JavaScript, CSS, HTML5.
• Created Service portal custom application using Angular.
• Created SOAP Messages, scripted Web Services and the data loads using the Transform Maps including the major integrations with 3rd party tools.
• Creating new Automated test frameworks based on the Jira's assigned to test using Automated Tested Frameworks.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Worked as a developer for an End-To-End development for a re-factoring project, resolved many issues and worked on CMDB Management to resolve issues.
• Provided solutions to the Asset Management team in re-building the workflow for ins and outs of an asset.
• Creating Approval Workflows and Notification for field changes on Business Application and Business Application Modules.
• Involved in redesigning the workflows using ServiceNow workflow editor and making several changes to the existing workflows.
• Provisioned the Amazon EC2 services using ServiceNow Orchestration
• Involved in cloning activities like raising the request for cloning and excluding some tables to avoid from cloning.
• Configured custom applications and modules as per requirements.
• Configured Discovery Schedules set up MID servers, and check for the connectivity.
• Coordinated instance upgrade from Jakarta to Kingston to help admin team with development and testing to deploy changes
• Worked across IT and other operations divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements.

Confidential, San Francisco, CA

ServiceNow Admin/Developer

Responsibilities:

• Worked on functional requirements within ServiceNow for CMS, Service Catalog Management, Demand Management and Project Management.
• Communicated Project Requirements, Business issues, Solutions and made recommendation.
• Identified and developed quality management plans, test scenarios, and test scripts for user acceptance based on system requirements.
• Built a comprehensive map for all devices, applications and configuration profiles used in the business services.
• Worked on ServiceNow ITOMbusiness development, project delivery / implementation, building ServiceNowITOMpractice & competency
• Used load balancers on the network to identify possible business services and mapping them in bulk, creating multiple business services in a single operation.
• Created scoped applications on a regular cadence and publish them to a repository or the ServiceNow Store.
• Fixed errors like missing credentials or task timeout in bulk and troubleshooting pattern-related mapping errors.
• Worked on Discovery to find the devices and applications on the network.
• Worked with Apache Jelly to create various kinds of UI pages and UI Macro templates.
• Performed Root Cause Analysis for incidents and interruptions in process flow and applied fixes within the SLA duration.
• Involved in delivery and implementation of an ITIL compliant, scalable and well-documented ITSM solution, leveraging ITSM applications to support processes.
• Managed activities during overall ticket life cycle in Incident and Problem Management
• Worked with process owners to develop workflow, implemented workflows in Service Applications, administered the tools and enhanced requests by JavaScript.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Worked with Top-down mapping to see the immediate impact of a problematic object on the rest of the application Service operation.
• Designed effective HR Service Portal from the scratch to enhance HR Service experience.
• Configured Email Notifications & Alerts to notify users about specific activities in system.
• Used Notification Email Scripts to create various templates.

Confidential, New York, NY

ServiceNow Consultant

Responsibilities:

• Involved with ServiceNow and other product owners in understanding the requirements and giving presentations.
• Created functional and technical specifications documents for various ServiceNow modules
• Worked on Modules of Service Now like Incident Management, Change Management, Service Catalog, and Reporting.
• Created the service catalog items and build appropriate workflows and captured the billing process for the catalog item which created reports based on monthly invoice.
• Configured and customized new ServiceNow applications and modules when activated.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Configured LDAP server and LDAP listener for updating the user and group table record.
• Implemented LDAP Integration to load user and group data to ServiceNow using Import sets and Transform Maps
• Developing Service Catalog items as per the requirements of the stakeholders.
• Created portfolio in PPM module to measure the progress of several projects at the same time and to create multi-project reports for analysis.
• Personalized and created forms and fields, new applications, modules and labels, activated plug-ins, built reports, gauges and homepages.
• Created ACL's to grant access to specified users and managing the assignment rules.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Written script includes and invoked them in business rules and client scripts
• Imported many Configuration Items using import set tables and adding them to ServiceNow to get the work more streamline.