SUMMARY

• 6+ years of IT experience and 5+ years’ experience in ServiceNow platform as ITSM, ITBM, ITOM developer, had an excellent noledge in the end - to-end implementation of ServiceNow.
• Worked on ITSM Modules; Incident, problem, change, Asset management, Service catalog, PPM and noledge management using Business Rules, Client Scripts, UI Policies, Catalog Client Scripts, Catalog UI Policies, UI Actions, Script Actions, Script Includes, Database Views, Relationships, ACLs.
• Experienced in CMDB data load and managing the relationship between assets and associated CIs. Worked on Asset-CI mapping and synchronization and ensured state changes are synchronized both ways.
• Worked on DISCOVERY and Service Mapping and set up mid servers with strong skill set in the Service-Now suite development including SOAP/REST integration, Rest APIs, Web services and check for the connectivity, and Provide post deployment support fixing/closing cases, incidents, defects
• Imported Data into ServiceNow applications from legacy applications and different data sources, enabled ServiceNow applications with workflows, events, Scheduled Script Executions (Scheduled Jobs), E-Mail notifications, used ServiceNow platform feature “Flow Designer” and automated approvals, tasks, notifications, and record operations.
• Worked on implementation of ITBM on ServiceNow platform: Application Portfolio Management, Project Portfolio Management and Cost Management.
• Expertise on ServiceNow GRC in managing governance framework, policies, laws and regulations and best practices in one system and tan mapped them to controls.
• Working with process owners and business stakeholders to translate business requirements into functional requirements withinServiceNowand proposing resolution and design suggestions.
• Experienced in working with Content Management System (CMS) and SelfServicePortalusing AngularJS, jQuery, Jelly Script and UI Macros.
• Proficient in customizing UI pages, Service Portal using JavaScript, HTML, XML, CSS, and ServiceNow specific Glide API’s: GlideSystem, GlideRecord, GlideAggregate.
• Experienced in implementing custom Domain Separation, Advanced Work Assignment (AWA), Virtual Agent, creating dashboards with widgets, gauges, and key indicators.
• Skillful in Resource Capacity Management, GRC, Demand Management, Cloud management, On-Call Scheduling, Multi SSO and Performance Analytics.
• Experienced in interfacing stakeholders, directors, business analysts, senior management with excellent communication and interpersonal skills, investigating the performance issues, performing troubleshooting, and checking the logs.
• Experienced in assigning and reviewing the work of other team members, including the review of high-level designs, detail designs, code, and test plans and results.

PROFESSIONAL EXPERIENCE

Confidential, San Francisco, CA

ServiceNow Developer

Responsibilities:

• Responsible for implementing Service Catalog and Request Workflow Design and Configuration.
• Configured attestations (GRC) for different process owners on a quarterly basis.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's. Set up the SLA for the various ITIL processes as per the requirement. Involved in redesigning the workflows usingServiceNow workflow editor.
• Data Migration from REMEDY ITSM toServiceNowITSM, CMDB.
• Responsible for end-to-end implementation of CSM Module for enhancement for client’s requirement.
• Worked on ServiceNow GRC to identify and manage risks in a single register.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs of ServiceNow Governance Program.
• Worked for customer service management and integration with third party application.
• Responsible for Design and Configuration of workflows for multiple type of changes as per the Change Advisory Board requirements as part of the Change management Process Improvement.
• Conversion of .Net Based Application Change (Release) Management toServiceNow
• Implemented Social IT and Chat Application for the end user support.
• Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Worked on Service Mapping to define business services, troubleshoot the Discovery and mapping process as well as create new Discovery patterns.
• Directed the transformation of complex end-user requirements duringCloudconversion & advised on options, risks, and impacts on business processes and cultural adoption.

Confidential, Walnut Creek, CA

ServiceNow Developer

Responsibilities:

• Customized Incident, Problem and Change forms of ServiceNow using UI Policies and Client Scripts.
• Implemented on Call Scheduling plugin and created Rota and rosters by the schedules provided by each operating support group.
• Created a custom login page through Content Management System using AngularJS, HTML and CSS.
• Involved in implementation of SAML 2.0 for Single Sign On (used OIM).
• Implemented Discovery phase 1, identifying windows and Linux servers via MID-server on IP ranges provided within the data center.
• Involved in LDAP integration and configured DNs in lower environments.
• Created various workflows for various Catalog Items.
• Configuration of Email Notifications and develop mail content using mail scripts.
• Responsible for gathering requirements and developing/customizing Service Catalog Items.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Created various SLA’s as per client requirement for Incident Management.
• Participated in regression testing and resolving issues during the upgrade of the instance.
• Assisting the user groups and other teams with configuring reports and creating new homepages for easy access to the end users.
• Creation of custom roles and configure ACLs for restricting access to unauthorized users/groups.
• Maintenance/Clean-up of existing data on - User Accounts, Approvers and Support Groups.
• Created new metrics on incidents to help reporting for users.

Confidential

ServiceNow Developer

Responsibilities:

• Developed business process improvement plan and process to integrate Incident, Problem, Change and Availability Management.
• Conferred with clients to discuss their options so that rehabilitation programs and plans for assessing needed services can be developed.
• Conducted assessment of existing change control, incident, and problem management processes to develop and implement continuous process improvement plan.
• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope.
• Design and Implementation ofservicerequests throughservicecatalog inservicenow
• Creating catalog items, workflows, inbound emails actions forservicerequests.
• Configuration and customizationServicePortal, Web Pages, Widgets and Dashboards.
• Responsible for tracking of Incident from Opening to Closure, with timely communication to business.
• Investigated performance issues, use troubleshooting tools and system logs to find issues.
• Integrated Workflows into applications and migrated applications between instances.
• Responsible for reviewing SLA performance and recommend corrective action.
• Responsible for following up on escalations and issues with clients and management and prepare Outage reports.
• Performing and communicating daily health checks to management across clients.

Confidential

Java developer

Responsibilities:

• Regrouping with clients to discuss their options so that rehabilitation programs and plans for Conferred assessing needed services can be developed.
• Understand new enhancements and requirements and to provide technical solutions.
• Understanding the existing business and developed new enhancements for HMK migration.
• Implemented Different Design patterns like singleton, factory and J2EE design patterns like Business delegate, session façade, Value object and DAO design patterns.
• Participated in SCRUM Meeting and Delivered the Project in SCRUM methodology.
• Involved in implementation of MVC pattern using Angular JS, and Spring Controller.
• Created Restful web services interface to Java-based runtime engine.
• Worked closely with Business Analysts in understanding the technical requirements of each project and prepared the use cases for different functionalities and designs.
• Used agile practices and Test-Driven Development techniques to provide reliable, working software early and often.
• Used Log4j for logging errors, messages and performance logs.
• All the Business logic in all the modules is written in core Java.
• Involved in creating Restful services with the JAX-WS Provider and Dispatch APIs.