SUMMARY

• ServiceNow Architect/Lead Developer with broad experience in IT Project Management and Software Development.
• 7+ years of experience of ServiceNow development, customization and configuration.
• 22+ years of hands - on experience in project management, software development, coordination of complex software development projects, release management, business and functional requirements management.
• 7+ ServiceNow projects in 2013-2018 as an independent contractor for multiple clients.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, HR,Reporting, Discovery and Integrations.
• ServiceNow applications implemented: Incident, Problem, Change, Configuration, Asset Management, Software Asset Management,HR, Service Portal and Custom Scoped Applications.

TECHNICAL SKILLS

• ITIL Framework
• ITSM Methodology
• ITOM
• HR
• Service Now
• BMC Remedy
• IBM Big Fix
• REST
• SOAP
• LDAP
• OAuth
• MID servers
• LDAP and Active Directory
• Business Rules
• UI Policy
• UI Action
• Data Policy
• Client Script
• JAVA
• .Net
• Java Script
• XML
• XSD
• HTML/DHTML
• C#
• VB.Net jQuery
• JSON
• Angular JS
• Web Service
• DevOps
• Office Customization
• Excel
• MS Access
• Oracle
• MS SQL
• MySQL.

PROFESSIONAL EXPERIENCE

Confidential, Washington, D.C

ServiceNow Architect/Lead Developer

Responsibilities:

• Implementation of Scoped Applications, Modules, Tables and Views as per client's requirement.
• Customized RITM, SC Task forms and created notifications on them.
• Worked on creating custom tables and loading data into tables.
• Worked around Service Request Catalogs. (Implemented from scratch which involves RITM & SC Task table)
• Customizations based on client requirements, created notifications and firing them on events based.
• Created business rules and Client Scripts while working around catalog items.
• Created variable sets which is useful for all Service Request Catalog items.
• Created Service request catalog form and build workflows.
• Worked on Change Management Process. Built a new workflow for all cloud related changes.
• Worked on Incident management process.
• Created some UI Actions to automate the process.
• Worked on the UI page and UI macro to create dialog and formatters
• Created Automation workflow for new Onboarding users to create tasks automatically.
• Developed and configured Script Includes, business rules, client scripts, UI Policies, UI Actions.
• Customized Left-Hand Navigation menu based on client requirements.
• Implemented Inbound action functionality for request items to Approve request and add comments to item.
• Used advanced scripting to generate reports and Created database views to generate reports.
• Created Scheduled jobs, scheduled reports, scheduled the email of reports.
• Involved in gathering requirements from different teams and writing technical design documents.
• More experience on deployments in between PROD and Sub Prod instances.
• Worked on various ServiceNow customizations as client needed.
• Assist in the definition of business requirements and provide definitions and updates of system design
• Documentation.
• Implementing on Now Mobile

Confidential, McLean, Virginia

ServiceNow Architect/Lead Developer

Responsibilities:

• Designed CMDB Table structure to capture satellite IP inventory module
• Involved in gathering the requirements from the business team and writing the technical design documents.
• Customization of form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management and Service Catalog.
• Involved in migration between variousServiceNowinstances using Update Sets.
• Worked on loading the data intoServiceNowusing import sets.
• Experience in configuring email notifications inServiceNow.
• Involved in redesigning the workflows usingServiceNowworkflow editor.
• Contribute to technical discussions and be involved in the decision-making process with other senior engineers to resolve product issues.
• Configured and customized Change form.
• Customized Search feature and added tables into search feature.
• Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions, UI Policies in theServiceNow.
• Created Record Producers, Catalog Client Scripts and Work flows.
• Used Team Development Module to move the updates between the instances.
• Involved in various upgrade and migration activities.
• Gathered requirement from users for attributes needed to develop Service Catalog items.

Confidential, Washington, D.C.

ServiceNow Architect/Lead Developer

Responsibilities:

• Implementation of the following ITIL process in service-now - Incident Management, Problem Management, Asset Management, Service Catalog and Facility Management.
• Acting as a technical project manager/solution architect/developer for ServiceNow development/customization projects.
• ServiceNow customization and configuration, scripting, integration with external systems and front-ends.
• Requirements management, solution design and prototyping.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Develop and manage application code, user interface, and third-party integration components
• Develop necessary development documentation as needed e.g. technical design, developer notes, etc.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Performs migration activities Dev to QA, QA to Prod
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Release management, scope planning, estimation, development, testing and UAT. User trainings.
• Business and functional requirements management (BRD and FRD), process specifications, support of Development and QA teams through entire software development lifecycle.

Confidential, Owings Mills, Maryland

ServiceNow Solution Architect

Responsibilities:

• Implementation of Custom Applications, Modules, Tables and Views as per client's requirement.
• Customized RITM, SC Task forms and created notifications on them.
• Worked on creating custom tables and loading data into tables.
• Worked around Service Request Catalogs. (Implemented from scratch which involves RITM & SC Task table)
• Customizations based on client requirements, created notifications and firing them on events based.
• Created business rules and Client Scripts while working around catalog items.
• Created variable sets which is useful for all Service Request Catalog items.
• Created Service request catalog form and build workflows.
• Worked on Change Management Process. Built a new workflow for all cloud related changes.
• Worked on Incident management process.
• Created some UI Actions to automate the process.
• Worked on the UI page and UI macro to create dialog and formatters
• Created Automation workflow for new Onboarding users to create tasks automatically.
• Developed and configured Script Includes, business rules, client scripts, UI Policies, UI Actions.
• Customized Left-Hand Navigation menu based on client requirements.
• Implemented Inbound action functionality for request items to Approve request and add comments to item.
• Used advanced scripting to generate reports and Created database views to generate reports.
• Created Scheduled jobs, scheduled reports, scheduled the email of reports.
• Involved in gathering requirements from different teams and writing technical design documents.
• More experience on deployments in between PROD and Sub Prod instances.
• Worked on various ServiceNow customizations as client needed.
• Assist in the definition of business requirements and provide definitions and updates of system design
• Documentation.

Confidential, McLean

Service Now Solution Architect/Lead Developer

Responsibilities:

• Developed Custom Application to support Proposal Development process using Servicenow platform.

Confidential

ServiceNow Operation Lead

Responsibilities:

• Performed configurations and customizations of Service Now applications like Service Catalog, Incident and Change. Involved in working and developing of Service Now plugins and customizations.
• Created functional and technical specifications documents for various ServiceNow modules.
• Coordinate with team during instance upgrade activities and migration activities using Update Sets
• Customizing the workflows, UI Policies, Business Rules, Scripts & the catalog workflows as per the requirements on the Service-Now tool.
• Implementing and Managing SEC ServiceNow Incident, Asset, Change and ask HR module instance and work with developer to meet the deliverable on time as per client requirements.

Confidential, McLean

ServiceNow-Team Lead

Responsibilities:

• Implementation of the following ITIL process in service-now - Incident Management, Change Management, Problem Management, Asset Management, Release Management, HR and SDLC Scrum
• Metrics Reports on Helpdesk Portal
• Remove Scripted Web Service and integrate using import sets
• Service Catalog automation for various module optimized usage
• Understanding the Business requirements from ITSM scope
• Workflows for Service Catalogs and Change Management
• Creating various policies and UI actions within various modules for customization
• Configuring Mid Server for LDAP integration
• Configure SLA’s and its properties as per workflows and notification conditions
• Customer Satisfaction Survey implementation
• As a part of support activity resolve incidents by provided with proper root cause investigation.

Confidential, McLean

Software Developer / Architect

Responsibilities:

• Study and Analysis of requirements.
• Preparation and Review Technical Design.
• Involved in Architecture Design
• Developed prototype of a use case for client demo.
• Database designing
• Developed Custom and User Controls for User Interface using Telerik, ASPX, ASCX, HTML
• Developed Data Access Layer using VB.Net and ADO.NET
• Data Migration from legacy System.
• Developed business components in order to import /export the data from/to Microsoft Excel using XSD, XML, VBA, Macros and Microsoft.Office. Interop
• Integrated with MS Share Point Server 2007 to upload/download pricing documents.

Environment: ASP.NET, ADO.NET,C#, VS.NET 2013, Web Service, Telerik,XML, HTML,Message Queue, VBA,Macros,JavaScript, MS SQL Server 2012, MS Share Point,