SUMMARY

• A ServiceNow engineer with 8+ years of experience with IT Services Management (ITSM)/IT Operations (ITOM) method, processes, strategic technology infrastructure planning, and developing cost effective solutions to meet customer business requirements. ITIL foundation certified V3.
• Experience with ServiceNow ITSM modules like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Configured Applications using ServiceNow tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience in delivering medium to large - scale ServiceNow implementations.
• Proven experience in working with wide variety of ITIL tools like BMC Remedy and various ServiceNow modules, CMDB, ITIL tools, integrations within complex ITSM environment.
• Worked on Ebonding automation unidirectional, which allows data transaction between teams (PDXC and SNOW dev.).
• Good knowledge of the ServiceNow ITOM and how it integrates with Incident, Change and Problem Management modules.
• Experience with Automated Test Framework (ATF) module.
• Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies, workflows for Service Catalog items in ServiceNow.
• Expertise in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Followed best practices of ServiceNow in developing and customizing Business Rules, Scripting (Includes UI Policies, Catalog Client Scripts and Client Scripts), Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc.
• Knowledge in using Glide Scripting for creating UI Action and business rules.
• Experience with the ITOM (event, discovery, service mapping), Software Asset Management, and IT Service Management products with their interdependencies is desired.
• Experience in areas of Discovery and Orchestration supporting CMDB/Asset management initiatives, hands-on experience with various data discovery sources.
• Proactively plan capacity of ServiceNow MID servers; maintain and configure appropriately. Experience with developing Integration with external tools or experience with Integration Hub a plus.
• Experience with enabling Mobile App.
• Extensive experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Involved with CSM team to coordinate key applications and capabilities.
• Experience with ServiceNow ITBM Agile, Jira, or similar agile work tracking system
• Experience in configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Involved in Data Integration and Migration with the existing Legacy systems using data loader.
• Experience in Integrating App Exchange Applications with Sales Force, Mass E-Mail Management, Application management using Force.com Plug-in & Eclipse IDE in Sandbox and Production Environments.
• Worked on Various Web Services Integrations using SOAP and REST.
• Experience on JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.
• Experience in developing applications Coordinated with the cross-functional teams and have an experience in OFFSHORE environment.

TECHNICAL SKILLS

Java Technologies: JSP, AJAX, Web-Services, Servlets, and JDK

Scripting Languages: JavaScript, Shell Script.

Web Technologies: HTML, XML, HTML

Methodologies: SDLC, Agile-Scrum, Waterfall

Databases: Oracle, SQL Server

OS: Windows, UNIX

ServiceNow: Incident Management, Problem Management, Change Management, CMDB, Asset Management, Project Portfolio Suite, Knowledge Management, Service Catalog, Angular JS, Bootstrap, Fuji, Helsinki version, Portal Design, Workflows, JavaScript, Sub flows, Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, UI Macros, Business Scripts, Client Scripts, UI Scripts, UI Actions, Ajax Scripts, UI Policies, Script Includes, Access Control Lists (ACL), ITSM Suite, HP Services Manager, and HP Asset Manager.

Web Technologies: HTML, JAVA, JavaScript, Glide script, CSS, XML

PROFESSIONAL EXPERIENCE

Confidential, Jacksonville, FL

ServiceNow Ops Lead Developer

Responsibilities:

• Expertise in implementingService Catalog, Incident Management, Configuration Management, Change Management, Workflows and Release Management.
• Managed a team with 5 with agile methodology.
• Performed Code reviews for the team based on the sprint release, Version - Madrid/Orlando.
• Involved in Ebonding process (integration) with vendors like DXC.
• Ebonding involves unidirectional integration between Pdxc and ServiceNow.
• Worked on Troubleshooting errors/issues between the teams, as the Ebonding was unidirectional and had to communicate error handling.
• Interacted directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
• I worked on PPM, PA, service portals, service catalogs, timecard scheduling, and event mgmt. as part of ITOM, app dependency mapping and app portfolios.
• Coordinated between teams of Azure/Workday/LADP for platform maintenance and bug fixes.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Implemented Discovery for ServiceNow while transferring form Remedy and using Tanium and Workday simultaneously.
• Worked on scheduling and issues with Discovery.
• Expertise in CMDB Network discovery and knowledge over Server Discovery.
• Performed the task of using Discovery to load configuration information to CMDB.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Perform ITOM work sessions to determine the solution requirements.
• Experience with enabling Mobile App.
• Custom built Mobile Components using Applets.
• Used Studio and custom designed layouts applets and launchers, set permissions, determine offline-mode availability.
• Fixed issued for Portal widgets and customization.
• Involved in migration processes along with CMDB clean up processes by coordinated with Cloud team for custom catalog forms implementation.
• Analyzed the workflows so that the existing interfaces and the OOTB functionalities were not disturbed to meet client requirement with successful outcome.
• Full responsibilities of Install DB, ARS, ITSM Suite in Production and Development Servers.
• Worked on ITBM Agile, Jira, or similar agile work tracking system. Special support for customers has been provided using CSM, like web, email, cat, and telephone.
• Created cases and routed to available customer services.
• Created key features like Agent Assistance using CSM Agent Workspace.
• Involved in resolving critical issues on catalog development, workflows.
• Worked on Financial Service Management on getting the requests in place.
• Based on settings in the Finance Service Management Configuration, the request transits through states based on actions performed on the request.
• Created different Finance groups specific for various functionalities involving Incident/Change and Requests.
• Experience with Automated Test Framework (ATF) module; will maintain regression test suite as part of job responsibilities.
• Worked on creating Test Suits/ Test Cases based on user cases or requirements.
• Implemented positive and negative test scenarios coordinating Process Owners and Dev Team using ATF’s.
• Involved in process implementation for coordinating between BA and Dev teams.
• Created custom workflows for various processes - e.g.- Agile - Enhancement - Stories implementation.
• Coordinated with BSA’s, Stakeholders for gathering technical requirements and participated in project design walk-through.
• Used REST & SOAP API web services for 3rd Part Integrations like Azure, Workday, and Tanium.
• Actively participated in “Application scoping” for Incident, Problem and Change Management.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Other than ITSM modules we have PPM (Project portfolio management) and PA (performance analytics)
• There are various ways to maintain the normalized data, one of which is through - Model number of the asset along with Product and Manufacturer fields combined together. We can maintain HAM Dashboard.
• Using HAM we can control the use of assets for a better use of data.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• 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.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Customized the PPM to fire the initial request through execution, where ServiceNow tracks and manages all projects, project resources, and ITIL processes including incident, problem, and change.
• Involved in Platform maintenance - where clan up process for Tables and Slow Ques.
• Purging tables to maintain sustainability.
• Created Dashboards/ Reports/ Visual Task boards for tracking projects or tasks.
• Developed Custom catalogs for end users, which involved stakeholders and process owners.
• Closely interacted with Stake Holders, Business Owners and Process Owners.
• Worked on Macros and formatters.
• Created ACL’s/ Business Rule’s/ Script Includes for individual processes based on requirement.
• Developed Transform maps to load data with - Excel files based on field criteria and conditions.
• Writing Scheduled jobs and Schedule Imports depends on the requirements in ServiceNow.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.
• Participated in platform upgrade planning, testing, and validation and managed all the activities like Instance cloning, patch upgrade and Post-fix implementation after clone.
• Created all JavaScript logic validation, animations, transitions, template, date picking etc.
• Worked on implementing SLA’s for Incident module.
• Root Cause Analysis for the incidents and interruptions in process flow and applied fix for the same within the SLA duration.

Confidential, Jacksonville, FL

ServiceNow/ Discovery/Admin/Developer

Responsibilities:

• Hands on experience in IT Services ofServiceNow tool like Incident and Problem Management, Change Management, Configuration Management,Service Catalog Requests, Knowledge Management, Asset and Integration with WebServices.
• Designed and Implementedservice requests throughservice catalog inServiceNow.
• Flexible in developingService Catalog items and handling UI Scripts.
• Evaluated interrelationships between applications and design for effective interfaces between interrelated applications/systems.
• Worked on End-to-EndDiscovery Setup inServiceNow to identify the elements of enterprise IT infrastructure, making it possible to capture an accurate and up-to-date map of CI relationships.
• Proactively reviewed the plan and execute corrective action in response to production support issues, as required.
• Appropriately addressed process and failure scenarios in design work.
• Evaluated, troubleshooting and performed root-cause analysis for production issues and system failures.
• Worked on managing Customer Service Management modules (CSM) including customer information and their interactions.
• Experience with ServiceNow ITBM Agile, Jira, or similar agile work tracking system.
• Also monitored cases actively, including case status and SLA’s.
• Responsible for updates to the system and continuous updates within ITOM
• Worked on writing Discovery Probes and Sensors and troubleshooting the Errors raised inDiscovery at different stages (Scanning, Classification, Identification, Exploration) and solving them.
• Involved in troubleshooting the errors raised while using theDiscovery.
• Management ofDiscovery and MID servers as well asDiscovery schedules and related components.
• Created custom Probes and Sensors for different types of devices like Network, Server, Storage (SAN, NAS).
• Performed Identification and Reconciliation for data in CMDB.
• Configured Midservers on the Development, UAT, Stage and Production Environment.
• ConfiguredDiscovery Credentials to Perform Scan on Windows, Linux, and SNMP Devices.
• Utilized OOBDiscovery probes, sensors and patterns.
• Performed Discovery Scan on IP Ranges and Updating the CMDB.
• Responsible for leading technical resources, cross-team collaborations and vendor relationship efforts in order to deliver all technical requirements needed to implement theDiscovery process globally.
• Accountable for delivering the MID server agent architecture, strategy and configuration across global datacenters and field sites.
• Responsible for the technical design and development ofServiceNow Discovery, including Pattern development, credential creation/deployment, and optimization of scheduling.
• Involved in setting up security policies using ACL (Access Control Lists).
• Management of data with tables, CMDB, import sets and update sets.
• Involved in creating Service Catalog and respective workflow for approval process.
• Created various workflow activities and approvals and usage of scripts to enhance them for the user.
• Created reports configured service level agreements (SLAs) and performed customization.
• Customized forms and Table setting up UI policies, UI actions, business rules and client scripts.
• Involved in maintaining the CMDB Health dashboard with Completeness, Compliance and Correctness.
• Written exclusive Identifier rules to Identify Windows, Switches and Printers.
• Worked on resolving the errors, which are raised in different stages ofDiscovery (Scanning, Classification, Identification, Exploration).
• Expertise in implementing Service Catalog, Incident Management, Configuration Management DB, Asset management, Change Management, Problem Management, Workflows and Release Management.
• Designed and ImplementedService requests throughService catalog in ServiceNow.
• Flexible in developingService Catalog items and handling UI Scripts.
• Created many Catalog items and the workflows used by them.
• Profound knowledge of CMDB and Asset ManagementServices, BusinessServices and Configuration item (CI) relationships.

Confidential, Jacksonville, FL

ServiceNow Admin/Developer

Responsibilities:

• Worked with client and functional requirements within Service Now.
• Facilitating rollout of new applications and modules.
• Utilize AgileProject Management to schedule and track development goals within ServiceNow.
• Customized Incident Management, Problem Management, Knowledge Management, Change Management, Customer Service Management and Project Portfolio Management modules including Business Rules, Client Scripts, Data Policies, Script Includes, Discovery, Dictionary Overrides, Orchestration, On-call Escalation, Root cause analysis, Workflows, UI Policies and UI Actions based on user requirements.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Experience on various IT Services of Service-Now tool like Incident and Problem Management, Service Catalog Requests, Configuration Management, Knowledge Management, Reporting, Asset Management, Integration with Web Services.
• Handled Service Catalog and Request Workflow Design and Configuration.
• Knowledge on creation of workflows for Service Catalog items in Service-Now.
• Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.
• Developed Automation workflows usingServiceNow orchestration. Worked on Orchestration to automate the top and frequently used service requests.
• Performed configurations and customizations of Service Now applications like Service Catalog, Incident and Change.
• Extensive knowledge on Dashboards, pulled data together, maintained and created weekly, monthly, quarterly and annual key performance indicator reports and scorecards for IT management and performed data analysis to help find trends and streamline processes.
• Contributed to the Architecture and Technical aspects of theServiceNow implementation and operation project, independently making project related decisions, provides project status reports.
• Created the new Applications and Modules, Custom Tables in ServiceNow.
• Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.
• Created transform maps both automatic fields mapping and scripting.
• Experience in integrating tools in ServiceNow or other similar tools using web services, email etc.
• Good knowledge of CMDB and Asset Management Services, Business Services and Configuration item relationships.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created transform maps for importing CMDB data.
• Imported Active Directory to Service now using data sources.

Confidential 

ServiceNow Developer

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Worked on loading the data into Service-Now using import sets
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Strong Knowledge ServiceNow Orchestration, Discovery, and ServiceWatch
• Worked on various modules of ServiceNow like incident management, change management, problem management, service catalog, user administration, reporting and discovery.
• Orchestrate user’s access to Databases using Orchestration.
• Migrated Update sets between System Environments.
• Developed additional notifications and supporting workflow to send additional data and attachments
• Configuration/Customization of the ServiceNow system, including creating workflows.
• Worked on Content Management System and created end to end websites
• Worked on CMDB and Asset management and Created Transform maps for importing CMDB data.
• Extensively worked on CMDB and set up mid servers as per the requirements.
• Responsible for the creation of MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.
• Populated the CIs (Configuration Items) and configured the CI relations in CMDB
• Configured multiple forms for Asset module using Configuration Management Database.
• Created metric reports, scheduled reports and integrated them with the third party.
• Enhanced the existing LDAP integration and modified business rules.
• Involved in a Proof of Concept project in implementing the CMDB with Discovery and ServiceWatch.
• Performed mapping using Service Watch.