SUMMARY

• Highly skilled software development professional bringing expertise in Software design, development, and Integration. Advanced noledge of ServiceNow, JavaScript, and HTML.
• Experience in ServiceNow platform as both Developer and Administrator.
• Knowledge in ITIL and ITSM modules (Incident management, Change Management, Problem Management, Release Management, Asset Management and Configuration management (CMDB)).
• Expertise in ServiceNow platform’s modules using Client scripts, Script Includes, Business Rules, UI actions, Workflows, UI policies, scheduled jobs, Transform Maps, Access Control List rules, Email Notifications, Email Scripts, Clone Script, Data Preservers, Record Producers, Catalog Item and Reporting.
• Configured, developed, and implemented custom applications and enhancements in the ServiceNow IT platform using JavaScript and ServiceNow Glide APIs.
• Designed and maintained Record Producers and Catalog Items for Service Portals.
• Designed and developed views/templates for customer support using HTML, CSS, and JavaScript. Maintained integration with internal systems and noledge in SSO & LDAP.
• Experience in Client side & Server - side scripting and API’s (Glide Record, Glide Form)
• Experience in IT support, resolving incidents, Stories, Demands, Features and Requests.
• Expertise in Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts, Actions, and Approval Process.
• Experience in working on Business Rules, Activate Plugins, Manage Data with Tables, Import sets and Update Sets, Control System Access and Data Security, Control Access to the Application and its Records.
• Integration of External Third-party tools, Groups, Roles and ACLs.
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Experience in ServiceNow Administration and Production support including maintenance of lower life cycle instances.
• Strong organizational and prioritizing skills with high level attention to detail.
• Excellent communication skills with an ability to explain plans and activities clearly and concisely.
• Java Script, HTML, and XML, Workflow experience - Excellent verbal and written communication skills.

TECHNICAL SKILLS

• ServiceNow Development
• HTML5
• CSS jQuery
• XML
• JSON
• ServiceNow System Administration
• REST
• SOAP APIs
• Kingston-to-Paris
• SaaS (Software as a Service)
• ITIL
• ITSM
• HI Support
• MySQL
• JavaScript
• AJAX
• Eclipse
• IntelliJ
• SABA
• JIRA
• Archer
• Agile
• Scrum & Waterfall methodology

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Assessing complex customer IT issues, leading incident response locally (escalating where necessary).
• Evaluate the unique needs of local customers by applying technical techniques and no-how to recommend a solution.
• Working closely with business partners to ensure IT services and solutions meet business requirements and advising senior management to support change through understanding and insight to have an impact on local business performance.
• Involved in resolving production support incidents/demands & deployment of application.
• Worked on over 70 incidents with priority 4 and 6 catalog requests.
• Exposure to ITSM, Service Portal, Catalog, Workflow, Performance Analytics.
• Integration of External Third-party tools, Groups, Roles, ACLs, Incident, Problem, Change, Knowledge and Request Management. Alongside with Scripting and Customizing Workflows, Business Rules, Client Scripts, UI Policies, and Script Includes as per the design of the Scrum master.
• Experienced in designing the Content Management System which involve layouts, themes, Various Content Blocks, Content Pages, reusable widgets, and service catalog.
• Hands on experience working on SaaS (Software as a Service) based tools (Service Now), with focus on implementing ITIL processes.
• Implementing Service Catalog, Incident Management, & Change Management with extensive noledge on Content Management System.
• Involved in Requirements gathering, Designing, Development and Implementation of CMS.
• Customized various Business Rules, Client Script, Script includes, UI Actions, UI Policies, UI Macros.
• Developed with transform maps to load data from data sources and made sure the imported data is consistent with transform scripts.
• Creation of custom reports and designing the dashboard.

Confidential

ServiceNow Developer

Responsibilities:

• Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current ServiceNow system.
• Designing and customizing new Applications and Modules as per the requirements.
• Involved in creating users, groups, roles and load the data to ServiceNow using import sets on daily, weekly or requirement basis.
• Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.
• Worked on various modules in Service Catalog Management.
• Involved in configuration of email notification and SMS notification to alert the users of ServiceNow.
• Involved in testing forms and reports for correct mapping of the objects and data transfers.
• Knowledge in designing and implementing of service requests through ServiceNow Catalog.
• Understanding the requirements and designing of workflows.
• Hands on experience in maintaining CMDB while tracking the record of configurations stored in CMDB.
• Experience working on third party Integrations, MID Servers, Web Services, LDAP and SSO.
• Experience in working on Integrations with Scripted REST/SOAP API’s.
• Performed migration and experience in writing Test Cases for QA and UAT testing.
• Manage the CRM from point-to-point including systems administration, Configuration, Customizations, end-user training and upgrades.
• Developed Service catalog - catalog items, designing workflows and execution plans.
• Designed User Interface for Catalog Design and worked Catalog Designer.
• Imported data from various data sources (FILE, JDBC) using import sets and transform maps.
• Monitored system performance and provided system statistics and reports to the business.
• Created homepages including basic reporting, gauge configuration and dashboards.
• Involved in preparing documentation for installation, design, and requirements of ServiceNow.
• Created transform maps using automatic field mapping and scripting.
• Created many standard workflows which are propagated and handled in many custom events.

Confidential

ServiceNow Administrator

Responsibilities:

• Monitored and performed ServiceNow admin activities which involve user and group administration.
• Maintained the ServiceNow platform to meet the business processes and support ITIL.
• Developed Catalog items, Content items, Record Producers and Order Guide for HR.
• Created Knowledge Base and Knowledge articles to assist Human Resources onboarding.
• Analyze the project requirement and design software applications/modules.
• Developed application for Business Owners to provide support & visibility of Business Process.
• Provided Solutions and developed ServiceNow applications after analyzing business technical/functional requirements.
• Worked on Performance Analytics & Reporting, used Indicators (KPI), Breakdowns & Dashboards. Performed audits through dashboards.
• Created Transform maps and different transform scripts for data load and management.
• Designed customized Reporting for Change Management, Incident Management and Request Fulfillment. Creating custom module, application, and table creation.
• Worked with dynamic HTML components: AJAX, HTML, JavaScript, Angular JS, and CSS.
• Created HTML email templates using HTML, Jelly and Angular JS to email customers.
• Worked with Business Systems Analyst, Testing team and worked on all phases of SDLC.