SUMMARY

• Specialize in IT Service Management (ITSM) software to automate service management process.
• ITIL, ServiceNow Administrator, and ServiceNow Developer certified with extensive experience in front and back - end web development, design, layout, and maintenance of websites and databases.
• A Certified ServiceNow, competent professional with around 9+ years of IT experience including 7+ years of extensive experience in Service-Now.
• Experienced in ServiceNow platform as Architect, Developer and Administrator.
• Focus areas include, ITSM, ITAM, ITOM, HR, Integrations, User Interface / User Experience (UI / UX), Service Portal, and streamlining client business processes.
• Strong leadership, teamwork, facilitation, and interpersonal skills, with teh ability to work across functional lines and at many levels
• Strong knowledge of ITIL v3 methodologies, ITSM concepts, enterprise IT architecture, and relational databases.
• A strong combination of project management, understanding of implementing technical solutions, excellent communication, and documentation skills

PROFESSIONAL EXPERIENCE

Confidential - Edison, NJ

ServiceNow Developer

Responsibilities:

• Delivering Agile projects to a diverse client base, meeting project timelines and client expectations through consistent communication and management of project: budgets, resources, and tasks.
• Participate in teh full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support.
• Actively and regularly meeting with and presenting to clients.
• Responsible for managing a wide variety of ITSM and ITOM initiatives. Most of teh initiatives are related to teh Incident Management, Problem Management, Change Management, Service Catalogs, CMDB, Asset Management, Project Management, Service Portal and Custom Application Development).
• Accountable to ensure dat solution testing occurs across SDLC environments, and dat solution integration to other environments and production maintains platform stability.
• Hands on ServiceNow configuration functionality to create HR module for On-boarding, benefit, Order Guide, and compensations.
• Hands on experience creating HR Catalog and template, HR knowledge management, HR Service Portal, HR Case management, Employee relation case, HR Profile, HR Integration, HR Administration, HR Dashboards and Reports.
• Support ServiceNow integration using SOAP, REST web services, import sets and transform maps, Business Rule scripts.
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• Analyze, develop, and automate various ITSM processes including Incident Management, Problem Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery.
• ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Design many email templates by using html and jelly scripting and used them in notifications
• Creates new Business Rules/Script Includes/Client catalog script/Client Script.
• Creates transform maps for importing CMDB data.
• Written script includes and invokes them in business rules and client scripts
• Import Active Directory to Service now using data sources.

Confidential - Plano, TX

ServiceNow Developer

Responsibilities:

• Designed and implemented business solutions on teh Service-Now ITSM platform.
• Implemented new functionality in Service Management - Incident, Change Request and Problem using Business Rules, Client Scripts, UI Policies, UI Actions, and Script Includes.
• Implemented new functionality in Knowledge Management - creating knowledge base and KB articles and enhancing functionalities.
• Implemented new functionality in Service Catalog using catalog client script, catalog UI Policy and Configuring Workflow for teh same.
• Defined, designed, and implemented teh Configuration Management processes/diagrams/capabilities for teh CMDB to support teh other ITIL processes (e.g., Incident and Change Management)
• Provided expertise and act as Configuration Management/CMDB subject matter expert for related project and initiatives within Configuration Management team
• Worked on Project Portfolio Management PPM module to view all teh related projects and application at teh same time and track their progress by Gantt charts. Also worked on demands in teh PPM module.
• Performed teh task of using Discovery to load configuration information to CMDB.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Configured ServiceNow discovery and orchestration
• Performs integrations and process automation using ServiceNow Orchestration.
• Responsible for teh implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Worked on Orchestration to automate teh top and frequently used service requests.
• Experienced in Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.
• Worked on Discovery and set up mid servers and check for teh connectivity.
• Perform day-to-day administration of ServiceNow application, including making approved changes to process and workflows, building reports, managing data, personalizing lists, content management and technical support.
• Facilitated integration and interaction with other ITIL processes and business teams to maintain and improve process efficiency
• Designed new Service Portals using HTML5, Angular JS, jQuery, Bootstrap and CSS.
• Used jQuery UI and some other plugins (Data Table) to achieve desired functionality.
• Created new Service Portal Widgets.
• Implemented new functionality in Service Requests and Service Delivery -SLA's.
• Imported Bulk data to teh Service-Now instance using transform map via import sets.
• Created Service Catalog, Record Producers, Order Guides to create Service Requests, Service Items and Service tasks.
• Generated Service-Now Reports, Custom Charts and Custom Reports using UI Page in User dashboards as needed.
• Created update sets and moving from one instance to another.
• Worked on UI MACRO, UI Scripts to custom field options and custom form enhancements.
• Implemented approval process and Email Notification using workflows.

Confidential - Dallas, TX

ServiceNow Developer/Administrator

Responsibilities:

• Hands on experience worked with functional team for HR Service Delivery for benefit and compensations.
• Create daily reports to Homepage and Dashboard for easy analysis to customers.
• Efficiently handle Business Rules, Script Includes and Client Scripts to do teh Development configuration.
• Work with technical team to design Service portal UI, Widgets and Pages to meet customers’ requirements.
• Prepare various documentations, Functional and Technical Requirements gathering for specifications.
• Assist team to halp create teh methodology in ServiceNow Instance and follow up with improvements to planning board, stories progress, task progress chat. Etc.
• Defines actions to automate Workflows for Approvals, Events and SLA Timers.
• Good understanding on process flow design to display stages and layouts.
• Configure auto report to managers, Email notifications, Events notifications and remote reply to emails.
• Create customs workflow in ServiceNow Instance to meet requirements for Record Producers task.
• Gather requirements for SLA and configured in ServiceNow; Handle SLAs definition to meet breach time SLA, target tasks for incidents, problems management.
• Use Update Sets to moves customizations from Dev. environments instance to Testing, QA and productions.

Confidential, TX

ServiceNow Developer/Administrator

Responsibilities:

• Involved in implementing Service Catalog and Request Workflow Design and Configuration.
• Worked with Service-now Workflows, Import Sets and Update Sets.
• Experienced in creating Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Workflows and Email Notifications.
• Involved in creating and updating Access Control List (ACL) rules to control what data users can access and how they can access.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, and Knowledge management modules in Service-now platform.
• Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations dat require modification of UI Pages
• Created schedules, reports, and monitor performance of Service-Now.
• Provided training and support to all Service-Now users.
• Created Workflow activities and approvals. Implement new workflows dat use a variety of activities to understand how records are generated from workflows.
• Managed data with Tables, teh CMDB, Import Sets, and Update Sets
• Developed and managed applications, user interface, and 3rd party integration components
• Designed and Configured workflows to meet specific business needs to support ITIL and business processes
• Responsible for technical documentation of Configuration, Customization, Integration with External Services, AdministrationServiceNowprocesses.
• Worked on various modules ofServiceNowlike Incident management, Change management, and Problem management, Service Catalog, User Administration and Reporting
• Created ACLs for forms, tables, modules, and managed groups/roles according to teh requirement and created Email Notifications.
• Performed day to day administration of teh Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.

Confidential, Irving Texas

PHP/MySQL Developer

Responsibilities:

• Built Web pages dat are more user-interactive using jQuery plugins for Drag and Drop, Auto Complete, JSON, Angular JS, JavaScript, Bootstrap.
• Participate in meetings with teh end-clients to develop layout, color scheme for teh web page and implemented them with teh halp of HTML5, CSS3 and JavaScript.
• Developed certain features of teh application functionality i.e., CRUD (Create, read, update, delete).
• Use jQuery to traverse through a DOM tree and manipulated teh nodes in teh tree. Implemented teh Drag and Drop functionality using jQuery framework.
• Develop data insertion forms and validated them using JavaScript.
• Develop components to fetch teh data from teh back end using AJAX and jQuery.
• Review customer feedback about teh debugging issues, fixed bugs with HTML5 and JavaScript codes and worked on resolving browser compatibility issues.
• Help in implementation of PHP MySQL solutions as per project specifications.
• Use GIT as version control tool to update work progress with other team members.
• Work closely with SMEs, developers, and other IT teams to understand teh scope of teh project and accordingly, gather functional requirements of teh project to design and implement teh application.
• Contributed to all phases of development lifecycle.