PROFESSIONAL SUMMARY:

• A Competitive IT Professional with around 9 years of IT experience in ITSM/ITIL with working knowledge on various IT Services and Web Development.
• Certified professional with 4+ years of experience in ServiceNow suite as Developer/Administrator in delivering medium to large - scale implementations.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with Customers and Clients
• Strong hands-on experience and intense knowledge of ITIL processes in ServiceNow such as Change management, Incident management, Problem Management, SLA/OLA configuration, Service Request Management, and Service Catalog maintenance, Asset Management, ServiceNow Administration, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Experience with SOAP/REST integration, Web services, Workflow and CMDB.
• Good Knowledge in using Glide Form Scripting for creating UI Actions and Business rules.
• Expertise in developing, debugging and optimizing performance of Client scripts and UI polices
• Experience in designing, creating, monitoring, modifying, and publishing service catalog workflows with approvals.
• Hands on development of dashboards, widgets, indicators & breakdowns and partnering with ServiceNow Application Development teams as required.
• Good Knowledge of CMDB and Asset Management Services: Business Services and Configuration Item relationships
• Excellent experience in designing and developing Service Catalog, Catalog items
• Experience in designing and developing record producers
• Experience in managing roles, users and groups in ServiceNow
• Hands-on experience in Client and Server side Scripting.
• Implemented Discovery, Orchestration, CMDB, Performance Analytics, Project Portfolio management, Software and Hardware Asset Management, Service Catalogs, HR Case Management, Legal Management Release Management and Scoped Applications for multiple customer accounts
• Excellent knowledge and experience in Configuring Email Notifications and Scripting Inbound Email actions
• Involvement in Release management activities like, creating implementation plans, migrating update sets, managing release end to end schedule Clones across non-prod instances
• Hands on experience in web development using HTML, JavaScript, API, Confidential, AngularJS 4 and application development using Java / J2EE, JSP.
• Experience in developing Service Portal by customizing Pages, Widgets
• Experience in configuring UI Macros, Formatters using Jelly script
• Experience with various Project and Portfolio Management(PPM) modules using tools like Clarity.
• Knowledge on Performance Analytics and experience on designing different type of dashboards and indicators to customize statistics of operations
• Experience in configuration of Import Sets, Transform map and Data Sources
• Experience in generating various type of reports in ServiceNow
• Experience on working in ServiceNow versions Fuji, Geneva, Istanbul Jakarta and London.
• Experience in working on code troubleshooting on upgrading to new versions of ServiceNow

TECHNICAL SKILLS:

Programming Languages: C, C++, Java, SQL, PL/SQL

Software Methodologies: SDLC, Waterfall, Agile, XP and Scrum, Angular 4

ITIL: ITSM, ITIL, ServiceNow, CMS, SCR, SAML and LDAP, GRC, Discovery

Databases: Oracle 10g, MySQL, Data Warehouse

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

Lead ServiceNow Developer/Admin

Responsibilities:

• Participating in requirement gathering, analyzing and designing requirements into solutions
• Participating in customer meetings and guiding through advanced solutions can be achieved in scoped application.
• Experience in Creating and moving update sets to different ServiceNow instances. Worked on UI customizations for forms, lists and UI actions.
• Configured Applications using ServiceNow tool used in ITIL Management, Strong understanding of ITIL V3.
• Experience in managing data with tables, the CMDB, Import sets and Update sets.
• Hands on development of Dashboards, widgets, indicators & breakdowns and partnering with ServiceNow Application Development teams as required.
• Worked on Service Catalog design and workflow design based on the approval and fulfillment process.
• Guiding and driving team to achieve development goals in the designed time frames.
• Developing complex workflows involved in automating the on-boarding process.
• Developing Record Producers and attaching workflows to generate tasks as a part of the on-boarding process.
• Responsible for the implementation of ServiceNow ITOM suite Asset, CMDB, Discovery, Event Management and Service Mapping.
• Advise team of options, risks, and Business impact. Recommend best practice solutions to the team, and design enterprise architecture to in corporate 3rdparty Business systems.
• Developed and enhanced a few modules in ITBM PPM suitefor the project team and provided extensive support on Project, demand,Portfolio management,release management,Program, financial management, Agile,cost center, project CIO dashboard, Executive dashboards for the business.
• Worked on ITSM ITBM andITOM modules and have full knowledge on these concepts.
• Successfully implemented GRC by using the advanced features in Helsinki version.
• Worked on and implemented GRC, facilities, time, email, core ITSM, CMDB CI, reporting and the service catalog modules.
• Used Service Mapping to establish relationships between the different infrastructure components that are dependent on each other
• Handling defects upon customer feedback on the development and planning development to achieve in the specified time limits
• Creating and designing additional security of the application as per the requirement with in the scoped application environment
• Preparing and participating in planning of customer UAT testing.
• Designing and developing solutions.
• Preparing customer for Go-live and planning on handling post GO-live defects
• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents
• Worked on Asset Management - Asset-CI mapping and synchronization, Activity updates for assets with enhancements provided in Helsinki.
• Attended review meetings with Business Analysts, Developers and end users to understand the requirements.
• Worked on Request and Incident Module as Analyst and Tester.
• Worked closely with business analyst and stake holders to understand requirements.
• ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Knowledge Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Cross functional roles of Business Analyst and Developer. Guiding organization to the best practices on ITSM.
• As a ServiceNow Business Analyst assists in the development and delivery of technical and process oriented solutions and recommendations in support of the production environment.
• Took the lead position as QA Analyst on numerous Software development projects.
• Collaborating with senior web developers and Business analysts to gather technical requirements.
• Played business analyst role and performed requirement gathering to collect the requirement from the business.
• Capability Presentation and ServiceNow Tool Demonstration.
• Attended the meeting with State director and ServiceNow delegates on the presentation of Geneva.
• Worked on Service Offerings, ServiceNow Customer Workshops, Capability Presentations, RFP Proposals, Bidding, Blueprint Analysis, ServiceNow Architecting, Solution Proposals, Designing, new client onboarding, build, product implementation, multiple integration, upgrades and client co- ordination.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Confidential, HTML5, AngularJS.
• Creating the UI pages to use them in catalog items using the UI Scripts.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Created and Implemented change request task.
• Represented the organization as the principal customer contact on contracts and performs project leadership role.
• Worked with quality assurance, legal and compliance, and external regulatory bodies, to ensure Infrastructure, and application environments comply with quality controls
• Successfully managed the service delivery and operationsof internationally centralized operations for ITS based services and projects with live systems and production facilities, operational 24*7.
• Responsible for standardized transition process for out-of-region disaster recovery
• Ensured internal and vendor change management processes were aligned with firm's framework.
• Managed relationships and interactions between internal and vendor change management processes.
• Reviewed existing change process and recommended improvements or new models as appropriate.
• Provided resolutions to an extensive range of complicated problems.
• Interacted with senior customer personnel on significant technical matters frequently requiring coordination across organizational lines.
• Managed and coordinated testing of ITIL tool upgrade

Confidential, New Britain, CT

ServiceNow Developer

Responsibilities:

• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Communicated with end users, identifying their difficulties and changing the applications as per their requirements.
• Participated in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Developed Integration with System Center Configuration Manager (SCCM).
• Performing integrations and process automations using ServiceNow Orchestration or other mechanisms.
• Worked on ebonding Integration plugin.
• Involved in customization of forms for various ServiceNow applications.
• Rendered data using Ajax and mustache template.
• Sr. Developer for Service Catalog, rating systems, Service Requests configurations, AD Integration using SAML, Integration of federated CMDB through ServiceNow Mid-Server technologies.
• Imported data into CMDB using Transform Maps and build relationships manually for CI’s which are not in scope of discovery.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolved typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables that are being used by catalog items.
• Used discovering and mapping the relationships between IT components that comprise specific business services, even in dynamic virtualized environments.
• Written Catalog client scripts and UI policies to make client side changes.
• Created the UI pages to use them in catalog items, Implemented using UI scripts.
• Created Knowledge articles to document the steps in creating the catalog items.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.

Application Environment: Service Now, Java Script, Jelly Script, XML, JSON, AJAX, HTML

Confidential, Bethesda, MD

ServiceNow Developer

Responsibilities:

• Worked as a POC in the team, to communicate with stakeholders to understand their current process and get the business requirements to automate it in Service Now.
• Change management workflow customization to accommodate the various compliance requirements.
• Identify and implement new processes to improve the reliability, repeatability, and efficiency of Configuration Management.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Work with stakeholders to identify and implement business requirements.
• Monitored and provided guidance to the Support team on various support activities mainly related to solving the user incidents, requests and their various day-to-day problems in using the Applications. These activities are critical and hence needs priority-processing.
• Monitored day-to-day activities of the team to ensure 100% process compliance and providing maintenance of applications, ensuring agreed SLA of service.
• Participation in compliance audit related activities.
• Authored Best Practices, Work Practices, Technical Training Manuals, Knowledge Articles and supporting documents.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various Service Now modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now
• Coordinating the instance upgrade activities and involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Integrated with Asset Track tool to load the assets into SN. Implemented Asset Disposal workflow in Service Now.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Integrating Service catalog module with internal applications using Web Services and fixing the issues which come up in integration.

Application Environment: Service Now, Java Script, Jelly Script, XML, JSON, AJAX, HTML

Confidential

Database Associate

Responsibilities:

• Integrated OBIEE with EBS for Single Sign On (SSO) so that users can log into BI directly from the EBS without providing any credentials
• At the OBIEE RPD level, dealt with various scenarios on connection pool like setting the connections and making use of connection scripts
• Worked on Aliases tables, select statement based physical tables, dimensional hierarchies, level-based measures, multiple logical table sources, various ways of giving business calculations at the OBIEE RPD level
• Ensured best practices at the RPD and database level like naming the tables, using aliases, using the keys and using implicit fact joins and created Dimension hierarchies to achieve the drill down functionality at the OBI Admin tool
• Implemented write back functionality at the report level so that users can modify the backend data at the RPD level
• Customized the Repository by importing new facts and Dimensions and adding some extra columns to the existing Facts and Dimensions
• Worked on the logical content level at the BMM layer in designing subjects’ areas having detail and aggregate tables