SUMMARY

• Having 10 years of experience in IT with good experience on ServiceNow Administration, Maintenance and Development
• Extensive experience working as a Technical ServiceNow Consultant.
• Proficient creating and executing client scripts, business rules, and UI policies and Glide functions.
• Extensive experience ServiceNow in Service Catalog, Workflows, Incident Management, Change Management, Problem Management and Knowledge Management.
• Expert in ServiceNow with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Experience in Implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC SCRUM.
• Implementing system security by using Access Control Lists (ACL) as per the client needs.
• Worked on integrating Service Now with external SOAP and REST based web Services.
• Designed and configured different workflows for various Service Catalog items.
• Good Knowledge of ITIL and ITSM best practices.
• Worked in Installation and Configuration of different modules of ServiceNow.
• Excellent team member with a strong ability to lead and balance multi-project workload.
• Worked with reporting in configuring Service Level Agreements (SLA).
• Created different Transform maps to import data into ServiceNow.
• Experience in web development (UI) using HTML 5, CSS 3, AngularJS and JQuery.
• Configured MID Server to import data from external sources.
• Experience in creating Update Sets to migrate groups of customizations from one instance to another instance.
• Participated in workshops (new technologies, enhancement) with ServiceNow partner teams to help companies implement ServiceNow using best practices in ITSM.

TECHNICAL SKILLS

• ServiceNow
• JavaScript
• HTML
• CSS
• Client Script
• CLEARQUEST
• Jira
• OMS
• ADMS
• Angular JS
• Soap
• Rest API
• Liferay
• Json
• ITIL V3

PROFESSIONAL EXPERIENCE

Confidential

Responsibilities:

• Designing and implementing new functionality using Business Rules, workflows, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Java script, Angular, Service portal and Access Control Lists.
• Supported Service Catalog, performing day-to-day support and maintenance, working with the functional team to develop solutions in ServiceNow and coordinating support and development efforts within the admin team.
• General support, administration, and maintenance of ServiceNow platform and associated applications
• Work closely with the ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams.
• Working closely with the ServiceNow functional team, configure and improve core and custom applications.
• Work directly with end users to resolve support issues within ServiceNow
• Monitor health, usage, and overall compliance of ServiceNow and its applications
• Develop systems integrations and process automation
• Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and
• ACLs including advanced scripting of each.
• Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow

Confidential, Plano, Texas

Senior Service Now Developer/Integration engineer

Responsibilities:

• Service portal and service Catalog proficiency, request item creation, and configuration of corresponding workflow with Customization of ServiceNow Application using angular using AngularJS
• Also responsible for ensuring that the solutions delivered to business units are engineered in accordance with corporate architecture and infrastructure standards.
• Have hands on Experience on Integrating ServiceNow with third party tools (Liferay) and domain separations for the external users to raise incidents in SNOW.
• Involved in development of requirement integration components (SSO, LDAP, and SOAP).
• Maintained current proficiency in evolving engineering and communication programs.
• Responsible for ensuring that the solutions delivered to business units are engineered in accordance with corporate architecture and infrastructure standards.
• Design develop and test solutions built on the hosted ServiceNow platform.
• Actively participate in daily Scrum meetings and regular sprint planning, review, and retrospective meetings
• Assist with the design, development, and debug of software to perform feature tests Working closely with development teams to investigate problems, identifying, and implementing fixes to both code and design.

Confidential, San Antonio, Texas

Service Now Developer

Responsibilities:

• Perform debugging, troubleshooting, modifications, and unit testing of integration solutions Support
• Monitored, execute production application jobs and processes
• Create/maintain/improve system integration documentation and processes
• Develops, maintains, and provides documentation on processes, scripts, and case resolution procedures for future reference or use
• Design develop Service Portal new system overhaul, and acquisitions
• Able to understand services portfolio, comprehend requirements and support project teams looking to utilize ServiceNow
• Participate in meetings to prioritize enhancements for ServiceNow with multiple business units
• Develop Business Rules, UI Policies, UI Actions, Client Scripts, ACLs, Maintain and implement multiple integrations with 3rd party platforms (ServiceNow, SAML, Resilient, JIRA, HPSM, etc.)/(SOAP/REST)
• Resolved business issues and complaints in accordance with appropriate professional standards.
• Conducted process audits and furnished ITIL process owner support.

Confidential, Houston, Texas

ServiceNow Developer

Responsibilities:

• Build custom widgets as necessary to meet customer needs
• Help refine the Concurrency standard for Service Portal implementation
• Developed Business Rules, UI Policies, UI Actions, Client Scripts, ACLs, Maintain and implement multiple integrations with 3rd party platforms.
• Worked on ServiceNow admin activities which involves Group, User Administration, Approvers, Support Groups, Sites, Production Categorizations, and Templates
• Migrating updates into the production environment
• Creating implementation and process documentation
• Monitor health, usage, and overall compliance of the application
• Manage the Teams of Development, Administration and Maintenance of ServiceNow.
• Oversee problem isolation, issue resolution, and escalation management according to predefined protocols.
• Implemented new functionality using Client scripts, Business rules, ACL, UI policies and UI actions.
• Responsible for interaction with business stakeholders, gathering requirements and managing the delivery of ServiceNow applications to production.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to ServiceNow platform within the Service Level Agreement.
• Worked diligently with the development team and business to resolve technical issues.
• Collaborate with QA manager and QA team to develop, implement and improve innovative QA capabilities, approaches, and services.
• Tracked and analyzed various data sources, transformed maps and process classifications.
• Suggested process improvements and Identified and tested software defects
• Responsible for interaction with business stakeholders, gathering requirements and managing the delivery of ServiceNow applications to production.
• Hands on experience in web Application using HTML, JavaScript and CSS for creation and customization of User Interfaces. ServiceNow developer on Service Catalog and workflows.
• Partnered with business analysts and project managers to ensure requirements are documented, understood, covered by tests, and accurately tested.
• Worked with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by JavaScript.

Confidential, San Antonio, Texas

ServiceNow Developer

Responsibilities:

• Manage ITSM Processes monitoring overall system performance using the System Performance and System
• Tracked and analyzed various data sources, transformed maps and process classifications.
• Suggested process improvements and Identified and tested software defects.
• Responsible for interaction with business stakeholders, gathering requirements and managing the delivery of ServiceNow applications to production.
• Hands on experience in web Application using HTML, JavaScript and CSS for creation and customization of User Interfaces.
• Partner with business analysts and project managers to ensure requirements are documented,
• And understood, covered by tests, and accurately tested.

Confidential, Las Vegas, Nevada

ServiceNow Developer

Responsibilities:

• Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created reports, Workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules
• Configure, tailor, and administer ServiceNow Modules to meet the needs of the various ITSM processes.
• Provide in-depth technical planning, designing, and administering of the ServiceNow suite of applications.
• Troubleshooting, supporting, and implementing enhancements/upgrades to ServiceNow Manager.
• Active member of the Agile Scrum team participating in working on enhancement stories as the IT infrastructure ServiceNow Consultant.
• Used system logs to view information about system activity (i.e. Work-Flow, Configuration, Transaction, Email, Events, and System and Upgrade logs).
• Manage ITIL Processes monitoring overall system performance using the System Performance and System
• Hands-on experience in web development using HTML, JavaScript, and CSS.
• Suggested process improvements and Identified and tested software defect
• ABB: Houston, Texas (Jul 2014 - May 2016)
• ServiceNow Admin/Developer
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Used JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Create and use update sets to move customizations between systems.
• Educating end users on the usage of ServiceNow applications like incidents, problems, and service catalogs.
• A key contributor for Project Planning, cross department coordination, testing methodologies and testing automation.
• Implementation of Service Onboarding through Service Catalog.
• Created new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests
• Collaborate with business units to determine continuity requirements.
• Conduct business impact analysis for vital functions, document recovery priorities of the key processes, applications, and data.
• Plan and coordinate the testing of recovery support and business resumption procedures while ensuring the recovery and restoration of key IT resources and data and the resumption of critical systems within the desired timeframe.
• Performed day to day administration of the Service-Now tool, maintained business services and configuration item relationships in Service-Now tool.
• Collaborated and communicated with internal and outsourced managers and teams regarding project updates, issue resolution, and test status.
• Reviewed and analyzed current state processes, defined requirements, and developed and configured ServiceNow platform.
• Designed test cases using ALM, coding, testing, and integration design, documentation, review, and automation of test cases for assigned features to get the various applications set up ready for the release cycle.
• Provided domain-specific expertise and overall ServiceNow systems leadership and perspective to Cross-organization projects, programs, and activities and providing guidance and mentoring to less-experienced staff members.