EXPERIENCE SUMMARY:

• 8+ Years of IT experience in Software Design, Development, Analysis, Testing and Implementation
• End to End Development and Customization of ITSM and Non ITSM applications per ITIL.
• A ServiceNow Technology Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management,Change Management and Release Management with extensive knowledge on Content Management System.
• Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job
• CMDB/Asset form re-engineering, role based approach, enhancements.
• Worked with Application Owners to restructure CMDB based on Company's Architecture.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing JavaScript and configuring workflows to implement additional features, customizations and enable the process flow.
• Exposure to new features and issues addressed inAngular 4.
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests
• Experience in configuring theIncident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB
• Expert in designing, developing, maintaining and optimizing the Universes using Designer module.
• Experience interfacing with stakeholders, system analysts, seniormanagement with excellent communication and interpersonal skills.
• Implementation and customization of ServiceNowmodules and features (e.g., CMDB, Knowledge, Discovery, Orchestration)
• ServiceNow Orchestration with Windows Active Directory
• Experience with Windows Active Directory automation using ServiceNow Orchestration.

TECHNICAL SKILLS:

Specialties: ServiceNow, BMC Remedy, Oracle Apps

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, HTML, CSS, AJAX

Scripting Languages: JavaScript, Jelly

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005,CMDB

Database Tools: TOAD, SQL*Plus10g/9i

Web Technologies: VBScript, PERL

Operating System: Unix, Linux and Win9x/NT/2K/XP

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint)

PROFESSIONAL EXPERIENCE

Confidential, Columbus, ohio

ServiceNow developer/Admin

Responsibilities:

• Work with Process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Configured two landing pages for workspaces in CSM modules. Workspace technology solution and PCT solutions.
• Configured Advance work assignment for work item routing based on Assignment and matching rules.
• Perform system and application configuration and management. Provide level 2 customer support of tickets assigned to the ServiceNow team
• Customization, Applications Configuration, Scripting, Exception Processing, Validation, Usability, Interfaces, etc.
• Design and implement new functionality using Business Rules, UI Policies, Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Modules & Application implementation.
• Provides analysis of problems while working toward solutions to technical issues
• Hands-on experience on Governance, Risk and Compliance application (GRC)
• Complete development, configuration and workflow administration to support business processes in the platform
• Actively manages the life cycle of the platform
• Use SCRUM/Agile development methodologies
• Participate in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support

Confidential, Chicago, IL

ServiceNow Adminstrator

Responsibilities:

• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• ADDM and CMDB Synchronization.
• Maintenance of CMDB Synchronization.
• As a part of Release module performed installation and testing of vendor-provided updates and new releases. Deploy new releases and enhancements into the ServiceNow live environment.
• Release Management of new enhancements and code fixes.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• ConfiguringHRService Management,Asset Management, Project Portfolio Management (PPM), Incident and Knowledge Management, and Web Services Integration.
• Worked on various modules ofOracle E-Business suitesuch asCustomer Relationship Management (CRM), Project Portfolio Management (PPM), Financial management, Supply Chain Management (SCM)to ensure all business needs are met and extended the value of software investment.
• Built custom workflows for IT Project portfolio management(PPM), budgeting, IT demand management, Resource capacity planning.
• Developed the process and UI's for IT portfolio using ServiceNow Project &Portfolio Management application(PPM).
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs
• ImplementedAngular 4component router for navigation and the services to connect the web application to back-end APIs.
• 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.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Exposure to new features and issues addressed inAngular 4.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Created transform maps both automatic field mapping and scripting.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Nowmodules
• Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Should be able to assist team and client on technically and functionally for all the Service Management (Incident, Problem, Change, Asset, CMDB) applications, ITOM (Discovery, Service Mapping, Event Management and Orchestration)application.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Performing quality assurance testing and user acceptance testing.
• Responsible for preparing design level, program-level and user-level documentation.
• Created Procedure guidelines used in supporting Technology and Application issues.

Confidential, NY

ServiceNow Admin

Responsibilities:

• Designed CI orchestration activity layouts to automate CI processes across the ITSM spectrum from monitoring tools such as Solar winds to be able to create alerts and incidents into JIRA.
• Performed the task of using Discovery to load configuration information to CMDB.
• Configured Event Management ( ITOM) by configuring Connector Instances and Connector Definitions.
• Configured ServiceNow discovery and orchestration
• Performs integrations and process automation using ServiceNow Orchestration.
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Worked on Orchestration to automate the top and frequently used service requests.
• Integrated service watch with monitoring solutions.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Experienced in Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.
• Worked on Discovery and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Installed and configured collectors, configured credentials and built service watch dashboards in Service watch.
• Worked on Business Service mapping and wrote scripts in the sensors to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.
• Identify and document functional needs, technical requirements, specifications, project scope, project plans, and test plans for assigned projects.
• Performed a role of developer and implementer ServiceNow ITIL tool in project.
• Worked on Content Management System (CMS) and Self Service portal using Jelly Script and UI Macros.
• Assists in enforcement of development deadlines and schedules.
• Communicate project Status/Risks/Issues effectively with the team.
• Estimate Cost, Resource, and Time estimates for projects and enhancements.
• Managed Employee Self-Service portal (ESS).
• Follows through with commitments and fosters mutual trust with fellow employees.
• Perform day-to-day administration of ServiceNow application, including making approved changes to process and work flows, building reports, managing data, personalizing lists, content management and technical support.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Performed Architecture\Design, Software Development and System Administration for the company SaaS ITSM System called "Service First" on the ServiceNow PaaS Software Development Platform.
• Responsible for research, planning, coordination and implementation of application solutions from conceptual design requirements.
• Worked on Discovery to update computer related information on regular basis.
• Work with Business users to identify and refine Business requirements and workflows.
• Install, configure, modify, maintain, and/or administer applications, networks, databases, and other systems for ServiceNow and other assigned applications, or coordinate the resources needed to execute these tasks.
• Enable the Okta SSO integration to provide single sign-on-access.
• Worked with Application Owners to restructure CMDB based on Company's Architecture.

Confidential, Indianapolis, IN

ServiceNow Admin

Responsibilities:

• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Performs core configuration tasks including system policies, business rules, and client scripts.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Worked on data sources to migrate the data from excel sheets to ServiceNow through transform map.
• Created workflow activities and approvals. Implemented new workflows that use a variety of activities to understand how records are generated from workflows.
• Expert in JavaScript, jQuery, prototype and Jelly scripting used in ServiceNow.
• Customize ServiceNow applications and facilitate rollout of new applications and modules and configure Application UI and Configure Workflow in Helsinki.
• Have been instrumental in handling the entire upgrade activities and fixing the issues post upgrade.
• Have conducted several use case test scenarios before going live in UAT instance.
• Performed migration activities (Dev to UAT to Prod).
• Used JavaScript and Glide Script to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Successful oversight of several ServiceNow implementations including upgrades to Helsinki and Istanbul.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plug-in.
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Development and design of Self Service Portal. Developed several client-side scripting, catalog scripts, UI scripts, server side scripting based on business rules.
• Creating custom Tables, Fields and configuring Access Controls over them.
• Development/Integration of Web services for B2B communication for Change Management using inbound and outbound actions with script Includes and Sonic for the synchronization between third party and the ServiceNow Change application by processing XML Tags containing the full information of the record.
• Created functional and technical specifications documents for various Service Now modules.
• Coordinating the instance upgrade activities.
• Gathered requirements for SLA and configured in ServiceNow.
• Worked on User Management to add, update and deactivate users in ServiceNow. Worked on Macros and formatters.
• Involved in creation of reports, dashboards in ServiceNow.
• Manages data with tables, CMDB, Import Sets, and Update Sets

Confidential, Irvine, CA

ServiceNow Developer /Administrator

Responsibilities:

• Implementation, Customization and Maintenance of ITSM modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, third party software integrations, homepage customization.
• Coordinating the instance upgrade activities.
• Created functional and technical specifications documents for various ServiceNow modules.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Assigned Roles to groups and grant CRUD permissions using ACL.
• Configured metrics for indicating KPI of the Industry in different measure.
• Knowledge on PowerShell commands and WMI and SSH permission issues.
• Configured workflows for request, approval automation, alerts and notifications.
• Collaborate with the GRC team on the development of the GRC solution.
• Defined and configured Discovery schedules and Worked on Discovery and check for the connectivity.
• Experience in Pulling reports and scheduling the reports as per the client requirement.
• Also worked on Asset Management and loaded the data into it.
• Developed and maintained APIs and data integration processes between Service now and other services. s
• Worked on Web Services integration testing which involves SOAP and REST API's, and built Business Rules, Script Includes, UI Actions and other modules to support data synchronization and business logic.

Confidential

BMC Remedy Developer

Responsibilities:

• Involved in Design & Analysis of the Customer Specifications, Development and Customization of the Application.
• Worked on Common Request System, Problem Tracking and Time Tracking System Remedy application projects.
• Installed and Configured Remedy Action Request System and ITSM 8.1.
• Involved in the development of web interface using Remedy Mid-tier web services consumed in .Net environment using C#.
• Installed and Configured Remedy Action Request System 7.6.04 and 8.1, Remedy Asset Management and Remedy Change Management.
• Deployed all of the developed internal applications on the web using Remedy 8.1 Mid-tier.

Confidential

Remedy Developer

Responsibilities:

• Created custom Project Deviation Request application using the Remedy Change Management application. This application also included a custom approval process
• Created custom Asset application using the CMDB to help keep track of assets worldwide
• Created tasks for the Services Tech's using the Asset Management application. These tasks were setup as monthly, quarterly and yearly
• Successfully setup of reports/metrics using Crystal Reports
• Integration of Remedy and Microsoft SharePoint Design
• Created a monthly process to backup workflow and data for all Remedy servers
• In charge of importing all Antiterrorism Assets into Remedy
• Performed general Remedy admin duties
• Performed an upgrade of Remedy 6.0 ITSM suite to Remedy 7.0 ITSM suite this includes: Creating statements of work and working through this process with the customer
• Project managing the engagement
• Working with the customer/mentoring the consultants to resolve issues
• Getting feedback from the customer on the quality of service
• Importing of legacy data from 6.0 to 7.0
• Importing of Assets into the CMDB 2.0
• Integration of Remedy reports with Crystal Reports,Integration of LDAP.