SUMMARY

• Having 6+ years of experience in IT with over Experience on various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, Event Management, Service - Now Administration, Change, Release, Incident, Problem, Knowledge, Project and Survey Management, Reporting, Integration with Web Services along with MID Server.Experience in design, development, documentation, and deployment of software features on the ServiceNow platform.
• Strong experience in Java script, Glide Scripting, Angular JS, Jelly Script, Client Scripts, Server-Side Scripting, and Script includes, Business rules, debugging, data policies, UI scripts and UI Policies.Generated operational reports, computation of business metrics and KPI analysis as needed.Worked on installing updates and plugins based on the requirements.
• 4+ years of extensive experience on ServiceNow working with different modules and platform like ITIL, ITSM, ITOM, Incident, Problem, Web 2.0 Technologies, Angular, XML, AJAX, SAAS, SOAP, Problem, Change Management, Knowledge, Service Catalog, Service Portal, CMDB, and Discovery.
• ServiceNowexperience worked with Geneva, Eureka, Helsinki, Istanbul, Jakarta,Kingston, and London with a strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions using the knowledge in ITSM tool and ITIL processes.
• Created self Service Portal along with other portals for the company that can be used by the employees to create an incident or request.
• Built a risk management module within theServiceNowGRCtool.
• Pro-efficient in debugging and Problem Solving ITBM.
• Worked on CMDB and Asset Management in providing better scope of understanding on assets.
• Experience in ITIL/ITSM V3 processes, web services, business rules, client scripts, workflows, web protocols, service catalogs in ServiceNow.
• Created many workflows which are being reused and propagated and handled many custom events.
• Expertise with creation and configuration of ServiceNow Applications, Modules, Business Rules, Client Scripts, UI Policies, UI Actions.
• Implemented Discovery from scratch and managed operations, installed MID Servers on remote desktops. Worked on Orchestration and service mapping.
• ImplementLeanpractices into every day processes.
• Expertise in managing both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLA's.
• Involved in reporting, developing dashboards and performance analytics.
• Proficient in workflow alerts and actions, Worked on Change and Approval Process (CAB approvals).
• Experience in working with Content Management System (CMS) using Jelly Script and UI Macros.
• Hands on experience working on Core Java, J2EE, JSP, servlets, Python, Shell Scripting, PowerShell related applications and deploying those applications using Apache, Tomcat, WebLogic servers.
• Extensive knowledge and implementation experience of IT Service Management (ITSM) frameworks and project management skills, experience working directly with customers and clients.
• Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table record.
• ServiceNowend to end ITSM implementation and migration of instance fromServiceNowOn premises to Cloud platform. Foundation data migration,ServiceNowGRCimplementation of IT controls with assessments, ITSM core modules, ITOM, Bulk knowledge articles migration, Bulk service catalogs migration
• Respond to Service Requests and provide incident resolution.
• Prepared documentation for requirements, design, installation and unit testing and system integration ofService-Now.
• Created a customized role with all the required access to the entire application for the admin of GRC.
• Submitted the documentation and trained the GRC users onServiceNowGRC Application.
• Worked on GRC application (Governance, risk and compliance). Worked on GRC application.
• Implementation and custom development ofServiceNowGeneva including data validation scripting, server/client side evidence scripting, Security Operations, and GRC.
• Extensive knowledge on ITOM, Service Mapping, and How Event Management works if we have Service Mapping setup.
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience of integrating Service Now with third party tools and implementation of SOAP and REST API.
• Expert in update set movement across instances. Performed smoke, functional and UAT testing.
• Handled Bug Fixes, Enhancement requests and provided post roll out production support. Strong knowledge in best practices of ServiceNow development and ITIL.
• Have good Analytical, Programming and Communication skills. Very good with problem solving capabilities and customer service and convincing skills and also poses the ability to respond positively to varied situations.
• Expertise in implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC SCRUM.
• Extensive experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, ACLs, Workflow Alerts and Actions, and Approval Process.
• Good Understanding of Remedy Mid-tier system, Web Services, Crystal Reports.

TECHNICAL SKILLS

ITSM Tools: ServiceNow (Incident Management, Problem Management, Change Management, Configuration Management, Content Management, Asset Management), ITBM, ITSM Suite, HP Service Manager, HP Asser Manager, CSM, Madrid, London, Kingston, ServiceNowGRC.

Languages: C, C++, C#, J2EE, Angular, SAAS, HTML, AJAX, CSS, XML, JavaScript, JQuery, jelly, Perl scripting, SQL, PL/SQL, SOAP.

Application Servers: IIS 5.0, Apache, Tomcat, Web Logic.

Databases: Oracle 10g, SQL Server 2005, MY SQL.

Operating Systems: Windows 7, Windows 2008/XP, UNIX.

PROFESSIONAL EXPERIENCE

ServiceNow Developer/Admin

Confidential, Houston, TX

Responsibilities:

• Implementation incident management, problem management and service catalog maintenance of ITSM and created the documents for implementation.
• Worked with customer for the functional specification design for both incident and problem management process.
• Reviewed the functional specifications and advice the customer for modifications.
• Work with business users to identify and refine business requirements
• Created new fields and tables as per the client requirement& related lists and embedded lists.
• Created views and modules to meet client requirements worked on business rules on different scenarios.
• Worked on data policy, dictionary entries and dynamic filters. UI policies, UI actions, client scripts & validation scripts
• Experience in Glide Ajax. Experience in workflows, in service catalogs, service level management.
• Experience in events, notifications, scheduling jobs.
• Experience in Access control lists (ACL).
• Experience in migration using import sets in Content management to make forms customization in UI Pages.
• Good understanding of task table

ServiceNow Developer/Admin

Confidential, San Ramon, CA

Responsibilities:

• Implementation, customization and maintenance of ITIL modules such as Incident, Change, Problem, Knowledge and Survey Management, Reporting, Service Catalog, CMDB in ServiceNow Helsinki and Kingston.
• Extensively worked on the implementation, configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Participated in workshops with ServiceNow partner teams to help companies implement ServiceNow using best practices in ITSM.
• Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
• Involved in gathering the requirements from the business team and creation of technical, functional specification documents.
• Created Service Portal pages for the applications as per business requirements.
• Integration with Slack (Team collaboration tool) with service portal knowledge base.
• Experience on GRC module, involved in Audit and Risk management.
• Involved in Maintaining Service Portals, ACL's, Users groups and roles.
• Created a customized role with all the required access to the entire application for the admin of GRC.
• ImplementedLeanSixSigmaprocesses to streamline reporting and procedures for the Dose Replacement Program.
• Responsible for setting up the new vendor in the risk management module within theServiceNowGRCtool and providing a standard information gathering form (security risk assessment template) to the project manager to be completed by the vendor.
• Have Experience of ITBM Demand Management and ITBM ResourceManagement as Well asITBMfinancial.
• Development and design of Self-Service Portal. Developed several client-side scripting, Catalog scripts, UI scripts, server-side scripting based on business rules.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
• According to Corporate standards and procedures on a global scale; design, order, implement and qualify the infrastructure for the MID servers for the ServiceNow system.
• With the Tech Writer, create content for the SOPs, Standards and Operations Handbook for Corporate MID servers for the ServiceNow including the execution of corporate quality related documentation.
• Configured multiple catalog items Front-end web / GUI components using JavaScript, CSS, HTML5and AngularJS.
• Created test plan documentation for integration project for Phase 1 and Phase 2.
• Worked on various modules of ServiceNow like Incident management, change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for various catalogs depending on business need.
• Evaluate and document major upgrades, patches and/or hot fixes in to the CBD, CBI and/or Dev Environments for the Corporate MID servers according to qualification processes, and assist Ops with implementation when needed.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action, and Business Rules.
• Involved in creating and configuring the SLAs as per the requirement.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement.
• Worked on Discovery tool to find all configuration Item and populate the CMDB.
• Responsible for creating various homepages including basic Reporting according to the business needs.
• Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for various catalogs depending on business need.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action, and Business Rules.
• Involved in creating and configuring the SLAs as per the requirement.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement.
• Key contributor in Service Integration ITSM Tools team including configuring ITSM tools to engage effectively over the Service Integration Layer, building Web Services for different technologies and providing support for demos to internal stake holders as well as client stake holders.
• Worked on Discovery tool to find all configuration Item and populate the CMDB.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement.
• Worked on Discovery tool to find all configuration Item and populate the CMDB.
• Responsible for creating various homepages including basic Reporting according to the business needs.
• Created Update sets to move customizations between different instances.
• Have experience on Data Lookup definitions and implemented in Incident management.
• Developed Email Templates and Email Notifications.
• Worked on various ServiceNow customization, enhancements as per Client requirements.
• Incorporating the coding standards and best practices in the implementation.
• Worked on development of Service catalog - catalog items, designing workflows and execution plans.

Environment: ServiceNow - Helsinki, ServiceNow - London, ServiceNow - Kingston, ServiceNow - Madrid, HTML5, CSS3, JavaScript, Bootstrap,Web 2.0 Technologies, ITOM, Angular, XML, AJAX, SAAS, SOAP.

ServiceNow Developer/Admin

Confidential, Charlotte, NC

Responsibilities:

• Implementation, customization and maintenance of ITIL modules such as Incident, Change, Problem, Knowledge and Survey Management, Service Catalog, CMDB in ServiceNow Helsinki and Istanbul.
• Created Change Tickets for each release, followed by reviewing updates sets before moving to production and Attended review meetings with CAB for Approval.
• Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in ServiceNow.
• Involved in end to end implementation of ServiceNow solutions. Worked on Service Catalog, Dashboards, and Event Management and Incident Management module customizations along with enhancements.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions. Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting
• Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for new employee hire onboarding request.
• Involved in designing, development of Employee Self-service portal, Order guide for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally.
• Gave access to end users to submit requests from Service Portal page.
• Collaborate with the GRC team on the development of the GRC solution.
• Worked closely with Vendors from Hi Portal on monitoring and maintaining ServiceNow Instance. Implementing Scheduled maintained on all environments.
• Designing service portal in using HTML, JavaScript, and AngularJS.
• Automatic generation should be kept in mind when working in a domain-separated GRC implementation. Users should be sure that they are creating / generating records at the right domain level so that they are visible to the right set of users.
• In GRC need to enforce absolute data segregation between business entities (data separation).
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Worked on Group Management to create updated and deactivate groups in ServiceNow.
• Worked on End to End implementation of CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Created Update Sets to migrate customizations from one instance to another instance.
• Gathered requirement from stakeholders for attributes needed to develop Service Catalog items. Identifies and Recommends the ITIL v3 methodologies to delivered technical methodologies around the ServiceNow platform.

Environment: ServiceNow - Helsinki, ServiceNow - Istanbul, HTML5, JavaScript, CSS3, Bootstrap, AngularJS.

ServiceNow Developer

Confidential, Fort Worth, TX

Responsibilities:

• Design, configure, develop, and test custom Service Now forms, tables, and workflows based on business requirements.
• Extensively worked on creating Client Scripts, Business Rule, and UI Action by using Glide Form and Glide Record objects used by several other important objects.
• Created new applications and modules as per the requirement design.
• Writing Catalog client scripts and UI policies to make client-side changes.
• Worked on functional requirements within Service Now for CMS, Service Catalog Management (SCM) and Incident.
• Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
• Created UI pages to use them in Service Catalog, designed buttons & context menus both on form and lists using UI actions.
• Involved in Service Now Instance upgrade from Dublin to Eureka.
• Configured the system in a way to address an organization’s business needs.
• Designed and developed workflows for Service Requests, Incident Management and Change Management.
• Responsible for overall systems and its processes.
• Imported data from various data sources using import sets and transform maps.
• Designed and implemented Service Now Integration solution with Emails, SMS and Alerts.
• Involved in all process improvement documentation, diagrams and Knowledge base tutorials used by the Admin team and uploaded each document to the SharePoint Site.
• Interface with Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.
• Queried table by using Glide Record, worked on complex log file and debugging script.
• Participated in installation and setup of the process applications that are provided with Service Now and created custom applications.
• Written script includes and invoked them in business rules and client scripts.
• Created data sources and loaded the Service-Now tables with different data formats.
• Attended review meetings and project meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog, Incident, Problem, and Service Level Management Implementation.
• Deploying the developed code to QA/Stage/Production instances using Update Sets

Environment: SERVICE NOW (Dublin, Eureka), Java Script, Html, CMDB, Discovery.

ServiceNow Developer / Administrator

Confidential, Columbus, OH

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions
• Facilitating rollout of new applications and modules.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items and Service catalog items.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Designed road map to implement SRM & Orchestration modules. Suggested best practices to develop workflows.
• Developed reusable REST Messages to extract Google locations in JSON format and propagate the data to forms and UI Pages and used in orchestration workflow activities
• Developed new user interface for Help Desk Team.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Performing quality assurance testing and user acceptance testing.
• Created reports, workflows, and data imports for Incident, Problem, and Service Request & Change ServiceNow modules.
• Created & Maintained foundation data - User Accounts, Approvers, Support Groups, Production Categorizations, Sites and Templates.
• Responsible for preparing design level, program-level and user-level documentation.
• Creation of Ordered Guides.
• Supported teams responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing and user acceptance testing.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, CMS Designing & Development, HTML, Java script, CSS.

Java/J2EE Developer

Confidential 

Responsibilities:

• Interaction with client and designing Technical design document from Business Requirements for the development team.
• Involved in preparing High level and low-level design documents for the task involved in redesigning the BBW web store.
• Used Agile Methodology and participated in Scrum meetings.
• Used Core Java concepts and other J2EEtechnologies during development phase.
• Used Spring Beans to encapsulate business logic and Implemented Application MVC Architecture using Spring MVC framework.
• Worked on Spring Cache technique, Hibernate configuration and related module service class implementation.
• Used MS SQL Server 2012 as the database and Eclipse as the IDE.
• Used T-SQL to retrieve data using multiple SQL statements.
• Designed and developed front view components using JSP, HTML and CSS.
• Developed User Interface for Application and Purchase System using JavaScript and jQuery.
• Developed Web Services to communicate with other applications using SOAP.
• Developed the WSDL and Web Services in Apache Axis2 for different modules.
• Tested Web Services using SOAP UI toolkit locally.
• Created continuous integration builds using Maven and SVN control.
• Prepared Test Cases to perform Unit, Integration and System Testing. Tested the developed components using JUnit.
• Deployed web components, presentation components and business components in Apache Tomcat and Web Logic Application Server.
• Involved unit testing, Interface testing, System testing and user acceptance testing of the workflow too.

Environment: JAVA /J2EE, Agile, Spring, JSP, Servlet, html, CSS, JavaScript, Web services, SOAP, Maven, SVN, Eclipse, JUnit, JQuery, Hibernate WebLogic application server, Apache Tomcat, Apache Axis2 MS SQL, T-SQL.