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Servicenow Administrator/developer Resume

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Simi Valley, CA

SUMMARY

  • 5 years of experience in Development, Administration, Customization and Implementation of ServiceNow applications includes Incident Management, Self Service, Change Management, Problem Management, Asset Management and CMDB.
  • Development and Customization of ServiceNow Application using UI Policy, UI Action, Client Scripts, Business rules, Service Catalog creation and Workflow configuration.
  • Custom application development in ServiceNow using Forms, UI Policy, UI Action, Business Rules, Client scripts and workflows.
  • Worked in CMDB, Asset Management and Configuration item relationships.
  • Created Users, Groups and managing teh user access to ITSM modules.
  • Integrating ServiceNow wif LDAP for user population and configuration of Single Sign - on (SS0).
  • Integrating ServiceNow application wif External applications using web services (SOAP) and data imports using import sets.
  • Integrating ServiceNow application wif reporting tools like Cognos, business objects and Hyperion.
  • Worked on Agile and Scrum method environment and implemented teh changes required by teh business owners on a regular basis.
  • Interacting wif business users and service delivery manages in analyzing teh business requirements and defining teh implementation process.
  • Experienced in Preparing Process Documents, user Training and presentations for Incident Management, Self Service, Problem Management, Change Management and Asset Management,
  • Working wif Project managers in managing software development life-cycle to meet teh Development, Testing and Deployment schedules.
  • Following teh ITIL standards in defining teh Incident, Change and Problem management processes and configuration of teh tool.

PROFESSIONAL EXPERIENCE

Confidential, Simi Valley, CA

ServiceNow Administrator/Developer

Responsibilities:

  • Interacted wif business community and gatheird requirements based on changing needs.
  • Configured custom applications and modules as per requirements.
  • Developed and configured Business Rules, Script Includes, UI Policies, and Client Scripts using JavaScript for Customizing different requirements.
  • Created Record Producers to create incidents for emergency Service requests and creation of Change requests.
  • Designed new Workflows and modifying teh existing workflows according to new requirements.
  • Worked on integratingServiceNowwif external SOAP based web services.
  • Created custom Tables, Fields and configuring field level, table level Access Controls over them.
  • Configured Data Sources, Import Sets and Transform Maps.
  • Captured all teh Technical Components in teh Update sets and migrating teh changes to QA and Production instances.
  • Build reports, gauges, and home pages
  • Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
  • Followed teh SDLC process to develop and deploy teh code in development to production environments.
  • Performed Self/Peer Reviews after Implementation to maintain Quality and Reliability in teh code.
  • Prepared Deployment checklist and Test case document preparation for each deployment.
  • Configuration of Email Notification and Alerts to notify users about specific activities in teh system.
  • Provided support for all Production Deployments.

Environment: ServiceNow, Asset Management, Incident Management, Change Management, Problem Management, CMDB, HTML, Java script, MS SQL server.

Del Monte, Pittsburgh, PA

ServiceNow Administrator/Developer

Responsibilities:

  • Created and Maintained foundation data - User Accounts, Approvers, Support Groups. Created new service catalog requests and items wif variables.
  • Developed UI Appearance for Service Catalog Requests.
  • Create, monitor, modify, and publish service catalog workflows wif approvals.
  • Writing Business Rules, Client scripts, UI Policies and UI Actions to customize teh instance as per Business needs.
  • Configuration of Email Notification and Alerts to notify users about specific activities in teh system.
  • Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration and Reporting.
  • Created various front end forms, and associated Client Scripts, UI policies, Business rules and Script Includes.
  • Worked on end to end implementation of various third party monitoring tool Integrations, Supported teh team wif teh work flow of teh integrations.
  • Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
  • Developed operational requirements documentation and train operational staff to maintain solution.
  • Gatheird requirement from stake holders for attributes needed to develop Service Catalog items.
  • Worked wif clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured teh ServiceNow platform.

Environment: ServiceNow, Asset Management, Incident Management, Change Management Problem Management, CMDB, HTML, Java script, MS SQL server.

Confidential, Buffalo, NY

ServiceNow Administrator/Developer

Responsibilities:

  • As a ServiceNow developer, generated Buttons and context menus using UI actions on forms and lists.
  • Creating scheduled tasks, monitoring teh ticket queues and generating statistics.
  • Involved in migration between various environments in ServiceNow using Update Sets and Import Sets.
  • Worked wif reporting and configuring service level agreements (SLAs).
  • Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
  • Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
  • Created data sources and loaded teh Service-Now tables wif different data formats.
  • Involved in creation of reports, dashboards in ServiceNow.
  • Working knowledge of various Service-Now components such as Self-Service, Change Management, Incident Management, Asset Management, Problem Management, CMDB and Knowledge Management.
  • Involved in integration and changes wif regards to teh Service-Now tool.
  • Imported Configuration Items (CI) from third party applications using import set tables.
  • Experience on CMDB, Discovery and integration wif other external modules.
  • Designed email templates by using html scripting and used them in notifications.
  • Worked on integrating ServiceNow wif tally for obtaining teh order information.
  • Provide support for Service-Now by troubleshooting functional issues, implementing bug fixes and performing root cause analysis.

Environment: ServiceNow, Asset Management, Incident Management, Change Management Problem Management, CMDB,HTML, Java script, Oracle 8i.

Confidential, Newton, MA

ServiceNow Administrator/Developer

Responsibilities:

  • Provide day to day support in resolving production support issues.
  • Responsible for developing technical solutions on teh ServiceNow platform to satisfy teh business needs of teh IT department.
  • Managed Projects /tasks activities using Agile /Scrum wifin ServiceNow.
  • Managed / Organized daily standup calls for project team members.
  • Participated in Project management / planning discussions, tasks and activities.
  • Provided feedback to Project managers on project activities, tasks, milestones, status reports.
  • Configured Business rules, Filters, UI & Data policies specific to each domain.
  • Created reports specific to company.
  • Create, develop, and implement workflows, custom reports, and prototypes.
  • Identify system deficiencies and recommend solutions.
  • Design and implement new requirements and new features based on business needs.
  • Migrate data from Remedy ITSM 7.1 to ServiceNow.

Environment: ServiceNow, Asset Management, Incident Management, Change Management Problem Management, HTML, Java script.

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