SUMMARY

• Certified ServiceNow professional with 8 years of experience in ServiceNow Platform Development, Enhancement, Support and Administration.
• Hands on experience in design, develop, and implement IT solutions on - ServiceNow platform.
• Experience working within an agile methodology leveraging the ServiceNow platform.
• Solid understanding of the application development lifecycle process, including requirement analysis, quality assurance, design, scheduling, implementation, issue tracking, version control
• Problem solving and critical thinking mindset.
• Tailor the platform to meet client’s operational/service needs and to fit and express a unique Service delivery model.
• As member of ITSM development team I have built code and engineer solutions to meet delivery of ITSM projects.
• Worked closely with Process Owners, Project Managers, Business users, managers, and many people within our organization.
• Experience creating interfaces and configuration in ServiceNow Forms.
• Creating business rules within the ServiceNow interface, adding logic to the forms using AJAX and GLIDE
• Creating new widgets in the Service Portal using CSS, HTML and JavaScript
• Creating virtual agents using the Virtual Designer from ServiceNow
• Hands on experience in HRSD modules like HR Case management, HR knowledge management, HR portal and Enterprise Onboarding.
• Maintaining CMDB and creating correlation rules from other modules.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Performed the task of using Discovery to load configuration information to CMDB
• Experience in monitoring, configuration and Maintenance of CMDB Health Dashboards.
• Good understanding of ITIL standards, database design, schemas, data modeling, PaaS & SaaS model, Agile SDLC methodology - scrum roles & responsibilities, process and participate. Involve in Agile SDLC - Requirement analysis, technical feasibility, Story estimation, Development, Testing, Code migration and Release management.
• Strong expertise in ServiceNow ITSM modules with an end-to-end implementation experience.
• Experience in all phases of Software Development Life Cycle (SDLC) such as Requirement gathering, Designing, Developing, Coding, Debugging, Testing, Implementation and Maintenance.
• Hands on Experience in ITIL Service Management and also familiar with technical implementation of various ServiceNow modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog (Catalog items, Record Producers, Order guides), Reporting, Configuration Management.
• Expertise in developing Client Scripts, Business Rules, UI policies, UI actions, Script Include, SLA and Import sets.
• Expertise in creating various Service Catalog Items under different Categories and creating Workflows for catalog items.
• Experience in using Glide Scripting for creating UI Action and Business Rules.
• Adept in customization of software products from requirement analysis to system study, development, debugging and implementation.
• Experience in configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Designed and implemented a highly custom scoped and global solution as a ServiceNow developer.
• Proficient with concepts and implementation of Restful API, Full Stack web development and Automation
• Extensively worked in planning the upgrades of the systems, design systems enhancements and monitoring capacity to maintain operational capacity in accordance with change management processes along with the documentation as required on new or existing systems.
• Worked on LDAP, SSO, Web Services, and Email integrations.
• Provided assistance to clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis.
• Experience implementing and configuring the following modules: ITSM (CMDB, Incident, Problem, Change Knowledge Management, Service Catalog and Service Portal), ITBM (Project Portfolio Planning (PPP), Agile Module, PPM (Project Portfolio Management) and Agent Intelligence modules of the ServiceNow platform.
• Integrated data from multiple data sources into a unified CMDB ensuring that the data quality and integrity are maintained.
• Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, AJAX, and HTML.
• Experience in implementing end-to-end Service Catalog, Incident Management, Configuration and Asset Management, Event Management, Change Management and Release Management with Knowledge of Service Portal
• Maintain the integrity of the Service-Now tool across production and non-production environments.
• Expert in reviewing and approving validation documents in accordance with company policies and procedures.
• Hands on experience on various ServiceNow Modules like Service Catalog, Incident, Problem, Change Management, SCRUM, Configuration Management Database, Asset, Knowledge, Release, Content Management, SLA, ACL’s, Reporting and Integration with Web Services.
• Experience working with web technologies HTML, CSS, JavaScript including AngularJS, XML, SOAP, REST and Jelly.
• Experience working with databases (MySQL, Oracle, SQL Server, etc.)

TECHNICAL SKILLS

ServiceNow: ITSM, ITIL, CMS, SCR, SAM, ITOM, ITBM and LDAP, Workflow, Discovery, Orchestration, Service Portal, ITAM, Incident, Problem, Change.

Languages: C, Java, SQL, PL/SQL, XML, AJAX.

Scripting Language: JavaScript, Jelly Script, HTML, CSS

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: TOAD, SQL*Plus10g/9i.

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, SOAP, REST, Jelly.

Packages: MSOffice (Word, Access, Excel Outlook, and PowerPoint).

Operating System: UNIX, Linux, and Windows

PROFESSIONAL EXPERIENCE

Confidential, BOSTON, MA

Sr. ServiceNow Developer

RESPONSIBILITIES:

• Good Hands-on experience with Client Scripts, UI Policies, Business Rules, Script Includes, Import Sets, Transform Maps, REST Methods, Email Scripts.
• Experienced in defining the SLAs (Service Level Agreements), notifications and reports.
• Responsible for the activation and configuration of ServiceNow applications to meet the business requirements.
• Built customizations using Workflows, variables, Flow Designer, Update Sets, Business Rules, client scripts, UI policies, UI Actions, Notifications, ACLs, Client Scripts, Script Include, Service catalog development (Catalog items, Record Producers, Order guides), Data Imports, Glide Record and System, Portal framework.
• Good Hands-on Experience in coordinating with Business Stakeholders and Built Customized Service Portal and Catalog Items for End-User Computing team.
• Worked on Discovery and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Experience in creating new patterns, debugging, and modifying the existing patterns.
• I have recently modified an SQL database pattern by getting details of free space and used space in 2 free text fields.
• Worked on the Amazon AWS DynamoDB pattern to find components of DynamoDB.
• Experience with HRSD modules like Case Management, Knowledge Management, HR Portal, Enterprise Onboarding.
• Designed and developed the test approach, test plan and test schedule to effectively validate ServiceNow technology project on both functional requirements and technical specifications.
• Worked with IT Service Management Team and other key client stakeholders within IT and the Business.
• Worked on Widgets in creating buttons to switch between available portals.
• Delivered end to end solutions on ServiceNow platform including architecting technical implementations for ITSM (Incident, Change, Problem).
• Participated in regular Agile Scrum processes and learnt new technologies and techniques that aligned with the company’s goals.
• Responsible for designing, analysing and developing business application which involved customization and workflow administration, data imports, custom scripting using java script.
• Responsible for creating various workflows for Incident Management, Change Management, Problem Management, Service Requests and SLA's
• Developed custom Application on HRSD Application (Scoped Application) as per requirements.
• Created custom and scoped applications to Customer based on the business needs.
• Constantly provided with the expertise on all technical questions related to development on ServiceNow along with the development of these technical solutions, implementing them and performing the component integration tests.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Created Client Scripts which utilized Glide Ajax API to invoke Script Includes.
• Handled system maintenance, upgrades, user management, fulfillment of administrative tasks and performance upkeep of existing solutions.
• Implementing Agent Intelligence, a machine learning module for Incident management for automatic assignments and categorizations respectively. Classified data for enabling machine learning and training schedules for the module.
• Worked on REST and SOAP based Inbound/Outbound Web Services, right from consuming, testing along with integrating with ServiceNow.
• Designed and implemented the core integrations and platform components (LDAP, SSO, Multi Factor authentication).
• Configured Email Notification Alerts to notify users about specific activities in the system.

Confidential, Long Beach, CA

Sr. ServiceNow Developer

RESPONSIBILITIES:

• Implementation of ServiceNow ITSM module (Incident Management, Service Catalog).
• Developed and modified ServiceNow workflows, forms, lists, business rules, UI components, web services, tables, and menus.
• Interacted with various stakeholders, translated business and functional requirements into ServiceNow system configuration requirements and technical solutions.
• Development and design of Self-Service Portal.
• Played part on end user self-service portal management.
• Design and maintain Service Portal for user access to Knowledge Base and Service Catalog.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as ITSM- Incident Management, Problem Management, Change Management, Reporting, CMDB and Service Catalog in ServiceNow.
• Utilized 3rd party API to populate new jobs and created RESTful web services to handle JSON formatted responses.
• Worked extensively with the Onsite - Offshore model as ServiceNow Developer. Main responsibilities include understanding of client requirements, creating technical design and coding the implementations.
• Developed and configured Business rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts using JavaScript coding for Customizing different requirements.
• Performed ServiceNow system administration tasks such as User Administration, Group Administration, Service Automation, Data Administration, Access controls, system properties of an instance.
• Customized the form design and form layout for various forms in the ITIL Process like Incident, Problem, and Change management in ServiceNow.
• Used various JavaScript frameworks like jQuery, AngularJS and React.js for ServiceNow Portal and UI components development.
• Developed custom applications and tables to meet client specific requirements.
• Extensive onsite interaction to understand expectations, requirements, formulate solutions, and cost estimations.
• Configured, Integrated and Maintained LDAP integration and user configurations in ServiceNow.
• Created, modified, and maintained service catalog items.
• Proficient in creating Service Catalog and Request Workflow design and Flow designer configuration.
• Expertise on defining workflows in Service Catalog items
• Involved in providing production support for Service Catalog, integrated Service Catalog and Incident module
• Writing Catalog client scripts and UI policies to make client-side changes.
• Automated application logic using workflow, scheduled script executions, and inbound and outbound email.
• Worked on LDAP Integration to pull Users, Groups and specific tables from Active Directory and created Data Sources, Scheduled Jobs & Transform maps to update the records from Active Directory to ServiceNow tables.

Confidential, Lowell, Ar

ServiceNow Developer

RESPONSIBILITIES:

• Implemented Data Sources and created transform maps to import the data into the ServiceNow from different data sources.
• Developed custom reports and scheduling the reports as per the client requirement.
• Secured applications against access by unauthorized users and applications.
• Worked on notification model and email integrations for automatic creation of tickets upon receiving emails from the configured mailboxes.
• Documenting and testing RESTful Web Service APIs using Postman/SOAPUI.
• Participated in knowledge transfer and end user training as needed.
• Design review, coding tasks, unit testing and deploying for global unit services.
• Created test cases and performed unit, integration, and user acceptance testing.
• Migrated the development changes between various ServiceNow instances using Update Sets.
• Integrated ServiceNow and other third-party applications using SOAP, REST, and JSON Web Services.
• Monitor health, usage and overall compliance of ServiceNow and its applications.
• In the process of unifying all the business service catalogs across the Globe, a new catalog called Global Business Catalog was developed.
• As a part of development five categories containing more than hundred service requests and a redesigned model was developed.
• REST and SOAP Web Services development for communication with mobile application.
• Work directly with end users to resolve support issues within ServiceNow, responding promptly and professionally and ensuring department SLAs are met.
• Administer multiple ServiceNow Modules and functions including but not limited to: Incident, Problem, Change, Request, Service Catalog, Service Portal, Knowledge and Agent Workspace, User/Group/Role Management, List/Form Updates, Workflows
• Monitor and perform routine maintenance related to health, usage and overall stability of ServiceNow and its applications.
• Participate in the execution of: Release management, cloning and data preservation, upgrades and patching, testing.
• Develop, document, and provide feedback on processes, workflows and standard operating procedures.
• Collaborate with developers and business analysts in an Agile development environment including participating in daily stand-ups, planning sessions, prioritization meetings, and build/deploy activities.
• Communicate both technically and non-technically to team members and customer stakeholders.

Confidential, Richmond VA

ServiceNow Developer/ Administrator

RESPONSIBILITIES:

• Placement Consultant Management System
• Involved in all phases of implementation from development of business blueprint to end-user training and go-live. Defined requirements, process reengineering, configuration, integration, testing and training.
• Day to day technical support and resolution of issues.
• Created, generated profiles, Authorizations, object groups, objects, and roles and assigned to user master.
• Created users, roles and assigned required privileges for the database access.
• Liaison with various stakeholders and other teams involved in gathering requirements for creation of various POC’s, analyse and to ensure appropriate design is obtained for transition into development.
• Implementation of ITSM processes limited not only to Incident, Change, Problem and Knowledge Management.
• Developed Onboarding Service Requestor onboarding the employees, appropriate form as well as workflow logic customization done to suit the requirement.
• Importing and exporting the client’s data into applications.
• Developed Mobile Office Service request as a Service Catalog item and appropriate customizations created as per stakeholder’s requirement.
• Performed Security Knowledge transfer to the person responsible at the client side.
• Developed Update Sets to capture the developed data and will be used to move between the environments.
• Created Service Catalog Items for services and requests as part of the ServiceNow Project.
• Configured LDAP Server and set up an LDAP connection to read the data from Mid Server coming from Active Directory. Creating various Proof of Concepts (POC’s) to demonstrate the workability by analysing the existing methodologies used and finding solutions to better standardize and suit the requests and processes for the organization.
• Coordinating with Stakeholders and implementing requirements using Workflow, Java Script, HTML, XML, and other ServiceNow Content Management configuration options.
• Designed workflows using workflow editor based on the client requirements.
• Developed appropriate Outbound/Inbound Email Actions for Incident Management.
• Developed different Client Scripts, Catalog Client Scripts, Catalog UI Policies, UI Buttons as per the client needs.
• Performed Unit testing and Systems Testing.
• Configured various users, departments, organizations, companies as needed.
• Deploy, integrate, update, customize and administer the ServiceNow platform to meet client needs.
• Worked on configuration of Incident Management, Problem Management, Change Management, Knowledge Management, CMDB, Asset Management and Reporting using ITIL process.
• Used Entity Framework, HTML, CSS, JavaScript, J Query, SQL Server.