SUMMARY

• ServiceNow developer with 8 plus years of experience in IT Industry on SDLC, ITIL and ITSM, ITOM, & ITBM solutions & with expertise in Design, Development, Administrating and Testing ServiceNow.
• Experience with ServiceNow implementing Service Catalog, Incident, Problem, Change, Knowledge, CMDB, CMP management modules with ServiceNow best practices.

TECHNICAL SKILLS

Cloud Services: AWS, Azure

Versioning Tools: GIT, Bitbucket

SecOps: Splunk, SolarWinds, AppDynamics

Versions: ServiceNow (Fuji, Geneva, Helsinki, Istanbul, Kingston, London, Madrid, New York, Orlando, Quebec)

ITOM: Service Mapping, IntegrationHub

ITSM: Incident, Problem, Knowledge, Catalog, Change Management

ITBM: Demand Management, Project Portfolio Management, Performance analytics

ITAM: Discovery, CMDB, Asset (software and hardware) Management

Web Technologies: XML, HTML, CSS, JavaScript, Angular JS

Databases: SQL server 2012, 2008, Windows Server 2008 R2, MySQL

Operating Systems: Windows, Linux, CentOS, RedHat Linux

Defect Tracking: Jira, ServiceNow

Methodologies: Agile - Scrum, Waterfall, SDLC, CMMI

Reporting & BI tools: IBM Cognos, Performance analytics, ServiceNow Reporting

PROFESSIONAL EXPERIENCE

Confidential, Orange, California

Sr. ServiceNow Developer

RESPONSIBILITIES:

• Worked with Functional Managers, Process owners for requirements gathering, agile reporting and provide developmental and operational insights into project planning, development, customization, and maintenance of ITIL modules such as Incident, Change, Problem, Knowledge and Service Catalog.
• Worked in design, development, and POC for automation of user onboarding and user offboarding, user provisioning in active directory based on events fired/service requests for new hire requests using Flow Designer & IntegrationHub.
• Extensively Involved in design, development & implementation of the transfer/rehire processes to on board users and to ease the onboarding process for Managers to give transfer of hardware, software and security access and revoke existing accesses while streamlining the approval process for Security Team.
• Created custom dashboards using widgets for admins to create templates and customized forms with the necessary Business rules, Client Scripts, UI Policies, UI Actions, Widgets.
• Responsible for validations & approvals of the order guides and for streamlining the fulfillment process for approval and security tasks.
• Worked on ServiceNow Performance Analytics Module, involved in configuring the Incident Dashboard
• Deployed and customized Performance Analytics Reports, database views for ITSM, ITBM, ITAM & ITOM for various clients.
• Created custom indicators, breakdowns, scorecards, and widgets for executive dashboards using Performance Analytics.
• Involved in creation of scheduled reports and Custom dashboards in ServiceNow to provide the high level of services that agents need, for the real time metrics and real-time collaboration mechanisms through Customer Service Management (CSM).
• Designed and developed custom dashboards for for the New Hire/Rehire/Transfer, Active User/Departments.
• Designed and developed scheduled reports for the Users, Groups and Departments.
• Automated applications with Programmatic solutions to make tasks to reduce redundancy.
• Created breadcrumbs to benchmark emergency changes, incidents, RITMS, closed requests/incidents, tasks, and failed deployment of IT Infrastructure etc.
• Worked on Performance Analytics by providing insight on each level and for every role using key indicators, mobile-enabled scorecards, time charts, analytics, drilldowns, and dashboards.
• Created automated Indicators for the non-compliant configuration items, critical incidents, high priority, and involved in setup of CMDB Board and Security Elevations.
• Worked on setup of indicator groups for ServiceNow LDAP, impersonations, duplicate CIs.
• Created Business Rules, UI Policies, UI Actions, Script includes, Client scripts, and Scheduled scripts on a day-to-day basis.
• Provided Production Support on incidents, by deploying fix scripts for isolated issues or bugs when required.

Confidential, Albany, New York

Sr. ServiceNow Developer

RESPONSIBILITIES:

• Responsible for POC of bulk updates and mapped CI attributes to go through IRE.
• Responsible for redesign of solution to map all the values in the staging table and pass them through IRE before updating them in the target CI table.
• Responsible to conduct performance tests and creating an import set for each CMDB class.
• Involved in POC for CMDB data Ingestion API, RTE, IntegrationHub ETL and review application fields.
• Worked on the solution to have specific business rules for each CI class to construct the payload instead of having business rules at parent CI.
• Worked on the design to construct the payload with array of CMDB CIs insert/update.
• Reviewed the payload size limitations and performance impacts of bulk CI insert/update with Business Owners.
• Investigated if RTE can take the existing relations from payload and skip the defined relations and construct payload for IRE.
• Validated if implementation needs the entire CI data along with relations and references for a single field update in the CI table.
• Investigated the ideal payload for CI update for parent and child.
• Reviewed existing scripts in shared folder for constructing bulk CI payloads and committed changes to construct bulk payloads as needed.
• Reviewed the possibility of using Sys-ID of parent to build relations with child.

Confidential, Scottsdale, Arizona

ServiceNow Developer/Technical Consultant

RESPONSIBILITIES:

• Deployed and customized Performance Analytics for Cloud API resource usage, cost, Cloud resource state for Cloud Operations.
• Responsible for developing reports and performance dashboards to reflect performance of the Cloud resources and to check compliance of the resource to meet the policies.
• Worked on setup of indicator groups for ServiceNow LDAP, impersonations, duplicate CIs.
• Created scheduled tasks and monitored its functionality within ServiceNow.
• Worked on adding fields to the metrics captured in ServiceNow Performance Analytics, and created roles and groups to use dashboards, analytics, and time charts.
• Led integrations between ServiceNow, LDAP, CMDB, Mid-server, Web Services, Outlook, and other relevant technologies utilizing infrastructure platform APIs via SOAP and/or REST APIs. Expert in understanding and experienced with XML and JSON datasets.
• Worked on ServiceNow Performance Analytics Module, involved in configuring the Incident Dashboards.
• Worked on ServiceNow Cloud Management to optimize cloud operations and extend the power of the Now Platform to accelerate the cloud strategy in the enterprise.
• Designed and implemented Cloud Management Platform to support, manage day to day Cloud Operations, perform Life Cycle Operations on the Cloud Resources.
• Automated cloud operations & cloud resources for auditing & tracking of resources data by integrating ServiceNow with Ansible & Cloud service providers like AWS, GCP.
• Worked on scheduling and leasing for all new cloud requests with budget alerts to understand overall costs associated to users and groups to provide cost transparency for cloud users to optimize resource consumption based on defined budgets.
• Involved in planning, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data and building the relationships.
• Defined key Cloud portfolios and ensured if they are managed and then supported asset portfolio management disciplines.
• Involved in discussion with process owners to design workflow, implement the workflow in Service applications and administer the tools and enhanced requests using JavaScript.
• Ensured secure and reliable communications by using discovery processes to communicate with Cloud infrastructure through Several MID Servers.
• Configured ServiceNow to integrate with AWS to create resource profiles, configure governance, populated the Cloud Service Catalog using Blueprints.
• Created compute profile, and security profile for the new infrastructure requirements and mapped it to Cloud Resources.
• Managed data hosted in tables, CMDB, Import Sets, and created, monitored, modified, and published Service catalog workflows with approvals.
• Provided on-going technical assistance and software configurations/customizations to include screen tailoring, workflow administration, report set-up, dashboards, data imports, LDAP integrations, custom scripting, and third-party integrations.
• Developed solutions using JavaScript, Ajax, Web Services, SOAP, REST, and other web technologies to integrate ServiceNow with internal/external systems and tools and worked on Cloud connections and credentials management through ServiceNow.
• Configured ServiceNow to receive instant notifications of any configuration changes in cloud.
• Performed continuous administration and upgrades of existing processes & platforms and performed debugging when required.

Confidential, San Diego, California

ServiceNow Systems Engineer/Cloud Engineer

RESPONSIBILITIES:

• Actively worked on discovering Servers, Network devices, Databases available in the organization by scanning the IP ranges.
• Integrated the alerts raised in AWS as inbound events. Configured the system to trigger incidents with the predefined priority and severity.
• Worked on creation & management of custom AWS Machine Images, EC2 transit gateway, EC2 Instance resource, ECS tasks using Terraform.
• Created Terraform templates for management & creation of the S3 buckets including public access configuration, inventory configuration, S3 bucket metric configuration
• Used AWS Cloud Formation templates for provisioning the infrastructure necessary to create development, test and production environments and configured users and groups using the Amazon Identity and Access Management (IAM).
• Designed, configured, and deployed AWS for a multitude of applications utilizing the AWS stack, focusing on High-Availability, Fault tolerance, and Auto-scaling, and involved in architecting, building, and maintaining secure multi-zone AWS Cloud Infrastructure utilizing AWS Cloud Formation.
• Implemented, Customized and Maintained ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog along with Asset and CMDB in ServiceNow.
• Good working knowledge of build scripts and automated solutions using various scripting languages like PowerShell and YAML.

Confidential

ServiceNow Developer/Admin

RESPONSIBILITIES:

• Created buttons, links and context menus using UI actions on forms and lists.
• Created scheduled tasks, monitored tickets, and generated statistics.
• Interacted with ITSM Tools like BMC, Remedy and HP Service Manager.
• Involved in migration between various environments in ServiceNow.
• Worked on reporting and configuring service level agreements (SLAs).
• Designed and implemented new functionalities using Business Rules, UI Policies, and Access Control Lists etc.
• Created data sources and loaded ServiceNow tables with different data formats.
• Hands on experience in ITSM platform (ServiceNow, Remedy, Remedyforce).
• Designed email templates by using HTML, Mail Scripts, and used them in notifications.
• Provided advanced support in ServiceNow environment by troubleshooting various software problems, implementing bug fixes, and performing root cause analysis.
• Experience on GlideRecord, JavaScript, HTML, AJAX, SQL, and XML parsers (SAX/DOM).
• Worked on import sets to load data into ServiceNow tables.
• Extensively involved in debugging the system using OOB debugger.
• Provided 24x7 System Administration support for Redhat Linux servers and resolved tickets within SLA.
• Responsible for providing access using roles to ServiceNow applications/modules.