SUMMARY

• Over 7+years of experience in IT with over 2+ years of good experience on ServiceNow Development, Maintenance and administration.
• A ServiceNow expert 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.
• Good knowledge about IT Infrastructure Library (ITIL) standards which are helpful in development and customization of IT service management applications.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Extensive experience in ServiceNow development and Implementation
• Core competency areas include IT Service Management using ServiceNow Tool
• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third party integration for Service Now platform.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Experience in Service Management and Service Delivery Process. (ITIL Frame Work).
• Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, HTML.
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
• Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Configured LDAP Server, for pulling user and group data from Active Directory.
• Extensive experience of integrating ServiceNow with 3rd party tools and implantation of SOAP and REST API.
• Experienced in different custom applications for automating the business processes of customer.
• Configured SAML 2.0 SingleSign-on authentication, OKTA Single Sign-on authentication.
• Experience in developing OBIEE/Siebel Analytics Repository (.rpd) at three layers (physical layer, business model & presentation layer), time series objects, Interactive Dashboards with drill-down capabilities
• Experience in developing OBIEE/Siebel Security Setup (users/groups, access / query privileges), configured OBIEE/Analytics Metadata objects (Subject Area, Table, Column),
• Presentation Services/Web Catalog Objects (Dashboard, Pages, Folders, Reports), scheduling iBots/Agents
• Developed many reports / dashboards with different Analytics Views (Cascading Style Sheets, Pivot Table, Chart, Column Selector, Tabular) with global and local Filters.
• Expertise in Creating Filters, Global Prompts in Dashboards, Presentation Variables, and Narrative Views to filter the data.
• Provided assistance to clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis.
• Excellent work ethics, self-motivated, quick learner and team oriented.

TECHNICAL SKILLS

ITSM Tools: Service-Now, ITSM Suite, ServiceNow Berlin/Calgary/Dublin/Eureka/Fuji, ManageNow

Languages: SQL, PL/SQL, XML, Shell Scripting, JavaScript, VBScript

Database: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2

Operating Systems: Windows, Unix, Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, Crystal Reports 10, Crystal Enterprise XI, Business Objects, ERwin, MS Office, MS Visio WINSQL,WINSCP

PROFESSIONAL EXPERIENCE

Confidential, El Segundo CA

Sr. ServiceNow Developer/Admin

Responsibilities:

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Has been part of end user self-service portal management.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Generating weekly reports for IT management.
• Create and use update sets to move customizations between systems.
• Integrated Twilio with ServiceNow for Voice Alert Notification using REST API.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Create new service catalog requests and items with variables
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Designed and implemented new functionality using UI Policies and Data Policy.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.

Environment: Service Now Eureka/Dublin, Windows 7, XML, HTML, JavaScript, CSS.

Confidential, Denver, CO

ServiceNow Developer

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Configured UI Page and UI Macro using JavaScript.
• Managed end user portal and created dynamic, static block for the content management system.
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Configuration of Email Notification to alert users on ServiceNow activities.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers Implementation of changes to improve automation and efficiencies in ServiceNow.
• Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow). Configured multilevel approval workflow for the change request.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Integrated Microsoft Translator with ServiceNow for translating the different string.

Environment: Service Now Berlin/Calgary, Windows 7, JavaScript, HTML, XML, CSS.

Confidential, Columbus, OH

ServiceNow Developer

Responsibilities:

• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes
• Create and use update sets to move customizations between systems
• Prepared requirement specifications and design documents
• Optimized and Monitored system performance and provided system statistics and reports to the Business.
• Created many standard workflows which are being re-used and propagated.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management.
• Customized and created workflows for change management, knowledge management and for service catalog items.
• Monitored and performed ServiceNow admin activities which involves group, user administration.
• Created Buttons and context menus both on form and lists using UI actions.
• Understanding the requirements and designing the workflows.
• Manages users, groups and roles.
• Review Change Request (validation, prioritization, CAB meeting agenda and approval).
• Designing the Content Management System for Varian system which involved CSS and service catalog work.

Environment: Java Script, JSON, jQuery, Prototype, Webservices, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM.

Confidential, Round Rock, TX

OBIEE Developer

Responsibilities:

• Participated in the Requirements Gathering of the various work streams by meeting with the business user and base lining the details.
• Configured the tables and joins between them in the Data Warehouse.
• Installed configured and administrated OBIEE 11G
• Identify the OLTP tables, design the mappings, and finally map them to the OLAP Tables.
• Customized Oracle BIEE Metadata Repository using Siebel Analytics/OBIEE Admin Tool by importing some of the required objects with integrity constraints into Physical Layer.
• Executed OBIEE administrative tasks such as OBIEE server installation, migration and user maintenance.
• Worked on Metadata Repository objects and also Web catalog Objects which include Dashboards, Reports, Pages and Folders.
• Enhance performance of Reports/ Dashboards by implementing the Aggregate tables, Materialized Views, Table partitions, re-building of indexes and managing Cache etc.
• Used Informatica for ETL purpose, for Data Extraction, Data Mapping and Data Conversion using Informatica Power Center.
• Configured LDAP server to Authenticate users and implemented both object level and data levelsecurity based on roles and responsibilities.
• Created sessions, tasks, and workflows etc. in Workflow Manager.

Environment: OBIEE 11.1.3.0,DAC 7.9.6, Informatica Power Center 8.6, OBIA 7.9.5, TOAD, Oracle 10g, Windows 2003, Red Hat Linux, WebLogic Server 11gR1 PS3, Financial Analytics, HR (Human Resources) Analytics.

Confidential

OBIEE Developer

Responsibilities:

• Worked closely with the Data Modeler in designing the Logical Data Model/Physical Data Model (Star Schema).
• DevelopedDimensional Hierarchiesfor Drill Down,Level Based Measuresand Time Series Functions based on the Requirements.
• Developed repository for multi-dimensional and relational database.
• CreatedAggregated Tablesto improve the Performance of the Reports.
• CreatedLogical Tables,Logical ColumnswithMeasuresCalculated as per the Business need
• ImplementedOBIEE Security(Object Level and Data Level Security in the OBIEE Repository and Answers) usingRepository Variables, Session Variables and Initialization Blocks
• Created Business Model to supportAdhoc Reportsfor User Access based on Requirements
• Configured Presentation layer used by differentUser Groupsand also established the various standard queries, in order to support the presentation layer
• Created Security settings in Oracle Administration Toolto set up groups, access privileges and query privileges and also manages security for groups in BI Answers
• Managed Security privileges for each subject area and dashboards according to user requirements
• CreatedFiltersand providing customized prompts appropriately to avoid excessive data showing up on reports.
• PerformedUnit Testingof the reports and involved in writing Test Cases to test the generated Reports

Environment: OBIEE 10.1.3.4, Essbase 9.1.3, Sql Server 2005, Windows Server 2003.

Confidential 

OBIEE Developer

Responsibilities:

• Participated in various brain storm sessions with business analysts to gather requirements
• Presented end users the difference in the look and feel of the OBIEE reports in Ms ProClarity and xcelcius platform
• Customized OBIEE OOTB metadata repository forAR, AP and GL
• Analyzed the business requirements in terms of enhanced usability
• Configured logical layer, created logical tables/dimensions, columns, logical joins/keys, set levels to support drill down and aggregation
• Configured and administered existing subject areas and created new subject areas to include new Star Schema information
• Performed Consistency Check of the Business Model before exposing in the Presentation Layer
• Used Multi-User development(MUD) to check out projects, merge changes, publish changes to network, and create migration plan to move repository (.rpd) respective environments
• Developed reports in different viewspivots, charts, tabularusing global and local prompts
• Created andcustomized intelligence Dashboardsin Oracle Business Intelligence to suit the client’s requirements
• Specifiedaggregate levelsfor each source and created dimension sources for each level of aggregates
• Utilizing theBI Publishertool functionality for creating pixel perfect reports and report templates

Environment: OBIEE 10.1.3.3.2, Informatica 7.1.4, Oracle Business Analytics 7.9.4 OBIEE Publisher 10.1.3 .3,Siebel Data warehouse Application Console (DAC), Linux.