SUMMARY

• A Certified ServiceNow System Administrator, competent professional with around 7 years of IT experience including 6 years of extensive experience in ServiceNow working with different modules such as HRSD, Service Catalog, Problem Management, Change Management, Project Management, CMDB, Service Portal and Custom Application Development.
• Experience moving all legacy HR processes from Ad - hoc tool/Excel to much user-friendly Workflow driven ServiceNow Processes.
• Hands on experience in HRSD modules like HR Case management, HR knowledge management, HR portal and Enterprise Onboarding.
• Extensively worked with Istanbul, Jakarta releases of SERVICENOW, experienced on Jelly Scripts/Java Scripts, Dashboards and HR Case Management etc.
• HRSD - Worked on HR Onboarding/Offboarding by customizing teh lifecycle events for a new hire.
• Experience in Implementation, understanding and configuring teh HR case management, demand management and vendor management.
• Good understanding of IT Help Desk and service management along with understanding of teh ITIL, ITSM and ITOM framework.
• Good working experience in development and configuration of Global and Scoped (Custom) applications on ServiceNow.
• Expertise in debugging and optimizing teh performance of Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Highly knowledgeable professional with extensive & enriching experience in ITIL and ITSM with of Customer Service Experience.
• Experience in Developing applications, catalog items, script includes, business rules, client scripts etc. in Service-Now.

PROFESSIONAL EXPERIENCE

Confidential, Dallas, TX

Sr. ServiceNow Developer/Consultant

Responsibilities:

• Built a Super ServiceNow ticket, a one stop-shop for Vendor Onboarding which TEMPhas a complex workflow involving many teams
• Successfully rolled out Human Resources Service Delivery (HRSD) for HR service centers located around teh world
• Implemented Virtual Agent with Natural Language Understanding (NLU) successfully which reduced call volume by 25%
• Designed and developed Motus Integration with ServiceNow for driver reimbursement using REST web services
• Built a seamless integration with Peoplesoft eForms to better handle HR requests.
• Partnering with HR business leads to drive or advice on initiative execution to ensure teh organization delivers and realizes teh business value. Managing Programs and Projects, as needed, from conception through implementation
• Enhanced teh user experience using HTML, CSS and Java Script in dashboards.
• Implemented ServiceNow Add-ins for outlook for creating an incident and Virtual Agent
• Designed various dashboards for HR and ITSM using Performance Analytics
• Created a dashboard leveraging Performance Analytics (PA) for orphaned/duplicate/discovery-error CIS
• Designing and maintaining production-qualitySplunk dashboards.
• Customized form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management, and Service Catalog including Project Portfolio Management (Idea, Demand, Project, Resource Management).
• Performs integrations and process automation using ServiceNow Orchestration. Environment: Service catalog, Asset Management, Incident Management, Problem Management JavaScript, ITIL V3, UI actions, Ajax, Glide Record, glide script, LDAP, ITBM, ITSM

Confidential, Stamford,CT

ServiceNow Developer

Responsibilities:

• Build service requests from customer requirements including requests, request items and tasks using workflows and sub workflows to manage data flows from teh customer to teh support teams providing teh service.
• Created Service Catalog related to Onboarding and Off boarding of teh users for HR modules/ applications.
• Created HR cases for employees to record teh processing of HR requests, such as a request from an employee for a leave of absence.
• Performs master shopper activities for HR, including consolidating, centralizing, and facilitating shopping activities
• Involved in Agile development process based on iterative development user requirements are analyzed by interacting with system architect, developers, and business users.
• Foresee teh issues and troubleshoot root cause analysis of teh issue/problem and provide work around or permanent fix.
• Created, Developed and implemented HR cases for automated HR processes, such as employee on boarding and off boarding.
• Technical knowledge of teh ServiceNow platform as well as experience delivering medium to large- scale ServiceNow implementations.
• Created record producers and service catalog items from teh scratch used by end users on Service Portal.

Confidential

ServiceNow Developer/Administrator

Responsibilities:

• Uses scripting tools and Service Now functionality create script to automate tasks being done in ServiceNow.
• Implementation of Custom Applications, Modules, Tables, and Views as per client's requirement.
• Worked on defining and implementing teh service metrics from teh scratch.
• Experience working with Service Desk team to halp customize teh requirements.
• Created new COE for health safety wellbeing part of HRSD.
• Identifying teh scope of process improvements by automating (Orchestration).
• Modifications/Enhancements made to widgets existing over Service Portal.
• Enterprise Data Management PMO Commissioned to support teh Enterprise Data Management Division and Project Management Office analytical assessment needs; Data Seward and stakeholder engagement; project management and reporting; collecting and organizing information performed gap analyses; created presentation materials and communicated findings and quick wins.
• Provided projects with practical solutions and services to support efficient project execution.
• Used proven processes and standardized tools.
• Collaborated and empowered our projects community to maximize business value through project delivery.

Confidential, Washington DC

ServiceNow ITSM Developer

Responsibilities:

• Conducted training programs for all modules Job Title: Process Expert
• Support development of ServiceNow ITSM modules Client: Confidential Company,
• Customization of UI forms, buttons & lists Netherlands
• Worked on transform maps, data sources, and transform map scripts for data upload
• Created customer deliverable documents for each module including process training materials and presentations
• Integrated Virtual Agent with Agent Workspace for live chat transfer
• Monitoring and configuring workflows for teh approval process, involving all teh core workflow activities. Fuji/Geneva/Helsinki, Incident management, Change management, Problem management, Survey management, Clone, Service catalogs, Configuration management, Catalogs client scripts, Work flows, UI policies, Catalog items, Asset management, Business rules, Dictionary entries, Reports, Email notifications, Schedule jobs, Service Level Agreements (SLA's), HTML, CSS, Windows.
• Worked on installing Universal Forwarders and Heavy Forwarders to bring any kind of data fields into Splunk

Confidential, Freemont, CA

ServiceNow Administrator

Responsibilities:

• Daily tasks included customizing teh existing or creating new Business Rules, Script includes, Client catalog script, Client Script. As per teh business requirements. Creating UI Actions for Buttons and context menus on form and lists so that teh whole application to any user is user-friendly any easy to handle. design and configuration of Service Level Agreements and Operational Level Agreements in ServiceNow tool for both Internal and External service providers. Worked in teh Service Catalog, Dashboards, and Event Management and Incident Management module customizations along with enhancements.
• Worked on Incident management, change management and Problem management modules as per teh requirements, me has also worked on other modules such as, CMDB and Knowledge base.
• Involved in change and release to production touch points, incident, and problem management processes.
• Created Splunk app for Enterprise Security to identify and address emerging security threats using continuous monitoring, alerting and analytics.
• Worked on creating users, roles, groups and load teh data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.

Confidential

Splunk Developer Intern

Responsibilities:

• Installed & configured and managed Splunk Enterprise Server 5.x/4.x, Splunk Universal Forwarder 5.x/4.x on various platforms like Windows Server, UNIX, Solaris. Tuned and Supported Splunk Enterprise Server 5.0.
• Worked on various components in Splunk enterprise architecture such as Search Heads, Indexers, Deployment server, Deployer, License Master, Heavy/Universal Forwarders etc.
• Developed Splunk queries and dashboards targeted at understanding application performance and capacity analysis.
• Worked on multiple Splunk SPL functions to create new fields during search.
• Used Splunk for Application Log, Security Log and Performance monitoring.
• Configured Splunk multisite indexer cluster for data replication.
• Developed Splunk infrastructure and related solutions as per automation tool sets.
• Knowledge of security threats and vulnerabilities and how to detect and mitigate them, experience in building security monitoring and incident management solutions using Splunk.
• Involved in standardizing Splunk forwarder deployment, configuration and maintenance across UNIX and Windows platforms.
• Create dashboard from search, Scheduled searches o Inline search vs scheduled search in a dashboard.
• Configured up to 10 standard data sources based on use case scenarios to support teh underlying security requirements.
• Optimized Splunk for peak performance by splitting Splunk indexing and search activities across different machines.
• Optimized Splunk for peak performance by splitting Splunk indexing and search activities across different machines.