SUMMARY

• Around 8 years of experience in IT industry. ServiceNow Certified System Administrator having 6 years of experience as ServiceNow Developer and Administrator.
• Good working experience in development and configuration of Global and Scoped (Custom) applications on ServiceNow.
• Experience in configuration of System Administration, User Administration, Access Control List Rules (ACL), Security Administration and maintenance of the platform.
• Data modelling, creation of tables and dictionary, form design and layouts configuration for all scopes of applications.
• Performed various integrations between ServiceNow and external applications using Outbound REST messages, Inbound scripted REST APIs, Data sources.
• Programming experience in development of UI Policies, Client Scripts, UI actions, Business Rules, Script Includes, using JavaScript ServiceNow APIs (Glide Record, Glide form, Glide User Glide System, Glide Aggregate and Glide AJAX methods).
• Hands on experience configuring Data collector Jobs, automatic indicators, indicator sources, widgets, dashboards using Performance Analytics for generating daily trends and
• Providing Technical support and troubleshooting system logs experience to resolve various application, platform related issues and access issues for the end users and for the internal development teams.
• Hands on experience in configuration and installation of MID server for integration and communication between ServiceNow and external systems such as LDAP and third - party applications using REST API integrations wifin the enterprise network.
• LDAP configuration in instance to auto import users and AD groups to the instances from Active Directory and workday.
• Experience in configuring Service Catalog Items, Record Producers and Order Guides and workflows for approvals and notifications.
• Hands on experience in implementation and customization of Customer Service Management (CSM) application and customization of Customer Service portal using HTML, CSS, JavaScript and Angular JS.
• Configuration of Email notifications, Inbound Email Actions, Scheduled Jobs and reports.
• Sound noledge in the design of Service Portal. Experience in Creating UI pages, Custom widgets using HTML, CSS, Bootstrap, JavaScript, and Angular JS.
• Good working experience wif Import Sets and Transform Maps to import data from various data sources such as importing from CSV, Excel through attachment of files, JDBC from databases and from LDAP. Configuration of export sets and targets to export application files to MID server and to SFTP folders.
• Experience working wif ServiceNow vendor for submitting HI tickets for resolving the ServiceNow platform related issues. Validation support for maintenance requests and support monthly regular and security patch upgrades.
• Hands on experience in handling the deployments of Update sets from Sub-Prod environments to Production.
• Good Experience performing plugin installations, system cloning and version upgrades for all the environments and individually performed two version upgrades.
• Good working experience wif Flow designer and activating Integration Hub spokes (integration wif Slack, Salesforce, and Microsoft Team spokes).
• Experience in UAT testing of configurations based on the requirement specifications.
• Good understanding of ITIL V3 framework and its strategies to manage all the IT service processes in ServiceNow ITSM.
• Experience working on ITSM core applications such as Incident Management, Change Management, Problem Management, Request Management Knowledge Management and Reporting.
• Good understanding of CMDB and Discovery setup for population of Configuration Items.
• Experience in developing web applications in Visual Studio using HTML, CSS and JavaScript.
• Proficient in developing SQL stored procedures, indexes, Joins, triggers.
• Working experience in various phases of SDLC- Requirement Analysis, Design, Development and maintenance in Agile-Scrum environment.
• Excellent oral and written communications, interpersonal, negotiation, analysis and problem-solving skills.

TECHNICAL SKILLS

Programming and Web technologies: JavaScript, Java OOP concepts HTML5, CSS, JavaScript, Angular JS

Client and Server-side scripting: UI policies, UI actions, Data policies, Business rules, Script Includes

Integrations: Outbound and Inbound (Rest messages, scripted REST APIs, Data sources)

Windows Server: MID Server Installation and maintenance

IDE: ServiceNow Studio, ATF, Flow Designer

Databases: Oracle 10g, MS SQL server 2012/2014

Web Services: SOAP, REST

Methodologies: SDLC, Agile Methodology, Kanban

Source control repository: GitHub

Operating Systems: Windows, Linux

Microsoft tool suite: MS word, Excel, CSV, SharePoint, PowerPoint, Visio

PROFESSIONAL EXPERIENCE

Confidential, Owings Mills, MD

ServiceNow System Administrator and Developer

Responsibilities:

• Involved in all stages of SDLC and working on Agile and Kanban environment for various ServiceNow development teams in T. Rowe.
• Design and development of Global and Scoped/custom applications in ServiceNow.
• System, User and Security administration (ACLs) for all the sub-prod and prod environments.
• Configuration of application menus, modules, data model (tables and dictionary) and form layout for all the global and scoped applications.
• Developing custom applications to automate the business services and single handedly developed custom apps for T. Rowe platform to manage project intakes, support intakes and deployment requests for the firm.
• Configuring and develop UI policies, UI actions, client scripts, business rules, script-includes data policies using ServiceNow JavaScript APIs for automation of various operations and workflows for the global and custom apps. Creating and running background scripts and fix scripts.
• Developing Service Catalog items, Record producers, order guides for all the custom apps and implemented Enterprise Service Portal to access these items by end users to submit intake requests.
• Creating outbound email notifications and inbound email actions for approvals and to send notifications to users and groups at various stages of tasks and request fulfillment.
• Configuring outbound and inbound integrations using REST messages module and scripted REST APIs to integrate ServiceNow custom applications wif various application or business endpoints in Confidential network.
• Worked on Basic autantication and OAuth 2.0 autantication while setting up REST integration.
• Data loading from various data sources such as spreadsheets, SFG, JDBC and LDAP by configuring import set tables and transform maps in Snow for historical data imports to the application tables.
• Implemented and supported Single-Sign-On service by working wif Confidential Identity Provider team to setup SSO (integrated wif WebSphere TFIM IDP).
• Developed integration between ServiceNow and Workday for importing employee data from workday to populate user’s data in User table and configured LDAP server settings to auto-populate AD groups in Snow groups table and configured transform scripts to map the users to the groups after AD groups import. All these are scheduled to run daily using scheduled jobs.
• Involved in the implementation of Customer Service Management application to support Confidential external customers.
• Configuration and customization of Case Management, Accounts, Products, Contracts, Entitlement and Knowledge modules in CSM.
• Configured PA dashboards, reports, automated indicators, data collector jobs for Customer Service.
• To enhance the security of the CSM application, recently activated the database encryption for the whole platform by working wif ServiceNow Vendor.
• Customization of Customer Service Portal pages and widgets using HTML, CSS and JavaScript.
• Performing regular cloning of Production environment over sub-prods for refreshment of dev and qual instances.
• Single-handedly upgraded all the sub-prod and production environments from London to Orlando by closely working wif all the teams and ServiceNow. Upgraded from Orlando to Quebec version recently.
• Creating reports, dashboards for the application end users and generating monthly instance health reports for the platform manager and various development teams.
• Point of contact for all the end users, T. Rowe ServiceNow development teams and managers for supporting maintenance requests from integration points or troubleshooting production issues for applications and user’s access related issues.
• Technical support for production environment for troubleshooting system logs, performing bi-weekly application production releases, scheduling and managing monthly maintenance and patch upgrades from ServiceNow.
• Creating Health reports and configuring dashboards to track the usage and performance of various custom applications and instance.
• Customer administrator and point of contact for Snow in case of maintenance notifications. Submitting HI tickets for the platform for troubleshooting and resolving platform related issues wif ServiceNow technical support.
• Installed enterprise integration hub plugin and activated salesforce integration spoke for integration.
• Installed Database encryption plugin for all the environments to enhance the secuirty for an application for T. Rowe.
• Handling MID Server installation, maintenance, and upgrades. Configuring the export sets and targets to export the files from ServiceNow tables to MID server and configuring the rules to place them in targeted SFTP folders for end user access.
• Creating ATF test suites for applications and moving them to Qual environment for performing testing for the application changes.
• Involved in the implementation of ITSM applications -Incident, Problem, Change, Request Management.
• Daily user provisioning support for other T. Rowe apps such as AWS Connect, Adobe Campaign and Analytics provisioning, Clara bridge and Quantum Metrics applications.

Environment: ServiceNow London/Orlando/Quebec, Studio, MID Server, Flow designer, IntegrationHub, Import sets and Transform maps, Outbound and Inbound Integrations, JavaScript, Service Catalog, Service-Portal, CSS, HTML, Angular JS.

Confidential, McLean, VA

ServiceNow Developer/Administrator

Responsibilities:

• Created and customized Global and Scoped (custom) applications from scratch on ServiceNow.
• Performed inbound and outbound web services (REST API) integration.
• Scoped applications using ServiceNow Studio- Automation of OS patching System (Developed Outbound REST messages to integrate ServiceNow wif Confidential OS patching API).
• Achieved ServiceNow to ServiceNow integration through web services integration.
• Worked on ServiceNow REST explorer for developing and testing the inbound integrations (Table API).
• Worked on User Administration (creating users and groups), System Administration.
• Performed advanced customizations on forms including Business rules, UI policies, UI macros, UI scripts, Script includes, Client scripts using JavaScript Glide APIs (Glide Record, Glide Aggregate, Glide AJAX, Glide form and Glide System).
• Extensively used Glide Ajax in Client Scripts to call Server-Side Script Includes.
• Performed CRUD operations on various tables using Glide Record methods in Business rules.
• Created various Access Control List rules (ACLs) to restrict access to the data or to lock up the table records based on the user requirement.
• Pushing Update Sets from Dev to Testing and from Testing to Prod instances.
• Configured monitoring alert rule tables and monitoring alerts table on event management to auto generate the incidents along wif respective SOP articles.
• Created data sources using import sets and transform maps to import data from external applications to target tables on the instance.
• Installed MID Servers on remote desktop using ITOM guided setup to perform Discovery, Event management activities.
• Populated Configuration Items in CMDB using Discovery by running probes and sensors on MID servers installed on the client’s network to discover devices and applications in Windows and LINUX servers.
• Defining and executing thediscoveryschedules frequently and troubleshooting the results.
• Creating Service Catalogs (Request Item, Order guide and record producer) and created Workflows and Executions Plans to support the approval and task assignment.
• Created catalog items for VMware virtual machines and variables for operating system and storage specifications.
• Configuring Email, inbound and outbound email actions and developed mail scripts to create incidents or requests.
• Created UI pages and custom widgets for Service Portal using HTML5, CSS3, Angular Js and JavaScript.
• Configured Service Level Agreements (SLA's) to define certain levels of services to incident management and Service catalog.
• Loading of users from Microsoft Active Directory into ServiceNow using LDAP integration.
• Performed integration wif Slack spoke using Flow Designer and Integration Hub module to post messages and incident details to the channels on Slack application.
• Worked on ITSM core applications such as Incident, Problem, Change, and Request and Knowledge management.
• Effectively followed agile methodology, actively participating in daily Scrum meetings and discussions among stakeholders.
• Involved in gathering the Business Requirements and current state processes to develop and configure in the ServiceNow Platform.
• Documented status reports, created presentations, documentation, performed analysis and organized content to share wif other team members.

Environment: Service Now (Kingston/Jakarta/London), Global and Scoped applications, Web Services REST API Integration, JavaScript, HTML5, CSS3, XML, CMDB, Workflows, LDAP Integration, MID server, Agile.

Confidential, Irvine, CA

ServiceNow Developer/ Admin

Responsibilities:

• Worked wif the stakeholders to gather requirements for the attributes required to develop Service Catalog items.
• Worked on many Global and Scoped applications and configured application modules, Tables, Forms and fields.
• User Administration and System Administration, Configuring ACLs and assigning roles to restrict the table access to users based on the business requirement.
• Customized forms by writing Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies using JavaScript methods.
• Developed Business Rules and Script includes using Glide System and other Glide Record methods in ServiceNow. Creating and running background scripts and fix scripts.
• Extensively used Glide Ajax in Client Scripts to call Server-Side Script Includes.
• Created Buttons and Context menus and Links both on forms and lists using UI actions.
• Designed UI Pages for the ESS (Employee Self-Service) portal using different components in CMS (Content Management System) and created both static and dynamic content blocks, pages, navigation menus and themes using HTML, CSS, and Jelly scripting.
• Configured MID Server and integrated LDAP wif ServiceNow.
• Loaded external data from EXCEL sheets, CSV and other Databases to ServiceNow by creating data sources using Import sets and Transform maps by mapping to the target tables.
• Developed solutions using JavaScript, Web Services, REST API to integrate ServiceNow wifinternal/ external systems and tools.
• Configured and scheduled reports and email notifications.
• Created Update sets to move customizations between different instances.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Designed, developed new Service Catalog items, Record Producers and configured workflows for approvals.
• Provided L2 technical support to the users, captured recorded information from Service Desk calls and raised incident, problem and service requests.
• Escalated the request to various levels and tracked the incident resolution through its life cycle.
• Created various workflows to log incident, problem and change requests and to notify users on pending approvals.

Environment: ServiceNow Helsinki/Geneva, Windows 8, ServiceNow JavaScript Glide API (Glide form, Glide System, Glide Record), HTML5, CSS3, XML)

Confidential

Software Engineer (Full Stack Web Developer and MS SQL Developer)

Responsibilities:

• Design and development of multi-browser compatible web pages using HTML, CSS and JavaScript as per the specified requirements.
• Developed the web pages from mock-ups to ensure the pattern consistency across all the pages.
• Responsible for designing Flash Plugins to include different functionality and content.
• Developed pop up screens and dropdown menus on web pages using HTML elements and JavaScript.
• Worked wif RESTful web services and middleware configurations.
• Performed end to end client scripting using JavaScript.
• Functional testing of the customizations to ensure every feature is working as expected.
• Created Indexes, Views, Joins and T- SQL code for applications.
• Created Stored Procedures, User Defined functions, & Triggers.
• Performed SQL Server service pack and Windows Service pack upgrades.
• Used autantication, populating values from groups, based on access permissions (update, view etc.) of users.
• Tested and Implemented procedures to detect poor database performance, collecting required information and root cause analysis.
• Fetching the data from client database and generation of flat files.
• Prepared project documentation.

Environment: Visual Studio, C#, HTML, CSS, JavaScript, MS SQL Server Management Studio