SUMMARY:

• Service - Now System Engineer Service-Now Tool ITSM ITIL Administration Development Consulting Professional Outlook
• Incident ManagementProblem ManagementChange management
• Knowledge ManagementService Request ManagementConfiguration Management CMDB
• Form Layouts and List LayoutsApplications and ModulesTables and Modules
• Tickets and Raising RequestsUI PoliciesNotifications
• List Control and CalculationsData ExportationUpdate sets - Imports & Exports
• Scheduling JobsAccess ControlsUser Roles and Groups
• View RulesBusiness RulesClient Scripts
• UI ActionsScript IncludesBar & Pie Charts, List Reports, Pivot Tables
• IntegrationScheduling ReportsWorkflows
• Approvals using Workflows Catalog Items using Variables & SetsCatalog Client Script and Catalog UI Policies
• Dynamic ApprovalsRequirements ElicitationManuals Creation
• High Level DesignUse case DesignEnterprise Architect Tool
• Coordination & LiaisonFacilities Management Executive Leadership
• Statutory Compliance Event ManagementOrganizational Development
• A Senior ServiceNow Consultant/Developer/Admistrator with 10+ years of total work experience in the IT industry providing ITIL and IT Service Management Solutions.
• Strong Experience with IT Service Management processes (Incident, Problem, Change, Release, SLM, Service Catalog, Configuration Management Database, Asset Management).
• Implemented web services which are used in setting up a robust process for integrating Service-Now with a Procurement Tool. Also has an in-depth knowledge about Direct Web service API of Service now, SOAP and WSDL. Extensively worked with REST GET and POST using basic HTTP Authentication.
• Developed solutions using JavaScript, Ajax, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Knowledge on ITIL v3 Foundation concepts, with incident, problem, change request management.
• Designed and developed client scripts, business rules using Java Script.
• Performing ServiceNow core configuration tasks by defining System Policies, ACL's, Business Rules and Client Scripts.
• Good working knowledge on JavaScript to create client scripts, Business rules and also customization of existing scripts.
• Good knowledge in web technologies HTML,XML,XSLT, SOAP.
• Well versed on networking protocols TCP/IP, HTTP/HTTPS, RMI/IIOP, SOAP, SSL, SMTP, POP3
• Proficient in using glide scripts in ServiceNow.
• Proficient in understanding of SaaS model - Software as Service and PaaS - Platform as a Service.
• Knowledge on Managing ServiceNow Infrastructure and integrating with LDAP and other SaaS based applications.
• Managing data with ServiceNow tables, CMDB import sets, Users, Groups and roles.
• Creation of custom reports and designing the dash boards.
• Proficient in creating Service Catalog and Request Workflow design and configuration.
• Design and implement SLA - Service Level Agreement and the required work flow with Email notifications.
• Excellent knowledge on SLA's, activating plugins, elevated privileges, roles, skills, import sets, knowledge base, service catalog.
• Worked on Populating users,, application security, events and notifications, performance and upgrade processes.
• Well versed in SSO(Single Sign On) and SAML Implementations.
• Experienced in all phases of SDLC including Analysis, Design, Coding and Testing.
• Strong experience on testing methodologies and experience on preparation of test plans, and support for Integration Testing&UAT.
• Strong problem solving and trouble shooting skills.
• Strong written and oral communication skills.

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, CA

Sr. ServiceNow Consultant

Responsibilities:

• performed ServiceNow Integration with application monitoring tools such as NetAPP OCUM, Splunk, Sensu.
• Design and configuration of workflows to meet business needs of IT infrastructure teams and ITIL business process.
• Application customization, Enhance features of existing developed application, Implementing new functionality and home page customizations.
• Configured Rest based webservices Integration with PagerDuty On-call scheduling software.
• Worked on integrations using Inboud and Outbound SOAP/WSDL/RESTFUL webservices. worked on core configuration tasks including system policies, business rules and client scripts.
• Configured Notifications that get triggered from incidents, events and workflows based on user requirements. worked on Inbound email actions to generate events based on the monitoring tool alerts.
• Configured and Installed mid-server on a local network to capture the infrastructure related assets to CMDB.
• Developed a CMS Custom portal for best user experience using Jquery and IFrames.
• Participate in SCRUM meetings to deliver the tasks assigned in each sprint to reach the desired points.

Confidential, San Francisco, CA

Sr. Servicenow Consultant

Responsibilities:

• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Work with application owners to update workflow tasks and approvals for automated processes.
• Implement the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• Work closely with the technology, operations and business stake holders to gather enhancements and defect fixes in the Service-Now platform.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• ServiceNow instance core setup and configuration and customizations
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Maintain Single Sign-On integration
• Created SOAP Messages, Scripted Web Services and the data loads using the transform maps including the major integrations with 3rd party tools such as Workday, Sailpoint, and Jira
• Created workflows to interact with systems and applications outside the instance
• Utilizing the ServiceNow Service Catalog for users to create Service Requests and Service Items.
• Creating various workflows for Incident Management, Change Management, Service Requests and SLA's .
• Assist in importing of configuration, user and asset Data.
• Documenting the code and operation procedures for ServiceNow platform.
• Performing environmental promotional activities from Dev to QA to Prod.
• Creating and Managing Inbound Email actions for multiple IT departments and groups.
• Create monthly metric reports for IT management teams and assist with scheduling data exports to application owners.
• ReviewServiceNowversion releases and then lead the upgrade project with regression and user acceptance testing.

Confidential, Seattle, WA

ServiceNow Developer/Admin

Responsibilities:

• Participate in the full SDLC Requirements Gathering, Analysis, design, coding, testing, training and operational support.
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, third-party software integrations, implementing new functionality, homepage customization.
• Development of requirement integration components (SSO, LDAP, SOAP).
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules.
• System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Localization, Security, Users, and Groups.
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Reports, Service Level Agreement, Notifications, and Alerts.
• Manage system configurations, gather and document user and process requirements, develop workflow customizations, and support quality assurance teams.
• Perform core configuration tasks.
• Implement security scheme and controls by using contextual security, control systems and data security.
• Adhere to established testing, change management and communication guidelines.

Confidential

Middleware Support Engineer

Responsibilities:

• Installed and Configured IBM Http Server 1.3.x, WebSphere Application Server V5.1 Enterprise Edition for Development, Testing and Production Servers on windows environment.
• Created horizontal clusters for Development & Testing Environments and production environments (one set of nodes for dev & testing, one set for production) to achieve process & Hardware fail over.
• Played an active involvement in monitoring server performance, network traffic to reduce performance bottleneck by enhanced performance ensuring upstream queuing.
• Applied software maintenance, program fixes and keeping the system software releases current.
• Configured Web server plug-in to directing dynamic requests to application server instances.
• Configured Virtual hosts, HTTP Plug-in, resources and Global security for application deployment.
• Packaged CACSA nywhere application with ANT and Deployed on to application server clusters using JACL script.
• Enabled Security for the Admin Console using local OS repository.
• Installed, Configured, Setup, Upgrade JBOSS application server 5.0/5.1
• Configured Java Mail object on Mid-tier server (WAS) to send mails to credit card customers through SMTP mail server by accessing the data from CACS Enterprise, which was reside on Mainframe.
• Installed and Configure WebSphere MQ. Created QMGRs, Queues and Channels.
• Analyzed the performance with Tivoli performance monitoring tool. Tuned Web server and Application Server configuration parameters to improve the performance.
• Interpreted log files to locate and solved problems with tracing and debugging facilities.
• Responsible for writing Technical Documents which covers end to end build configuration.
• Maintaining updated documentation of all the Servers and the installed applications and patches
• On-call support (24x7), Monitoring and maintaining multiple Applications at Development and Production

Confidential

Application Developer

Responsibilities:

• Involved in designing & developing web interface using HTML, JSP, JavaScript and JDBC.
• Involved in developing JSP’s, Servlets and EJBs. Prepared war files and jar files.
• Packaged ear files and deployed on to testing environments.
• Created resources (JDBC provider, Data Sources and J2C Auth aliases) and tested applications.
• Client side validations using JavaScript.
• Involved in writing and reviewing various documents for client.
• Installed and Configured JBOSS Application server V2.
• Configured WebSphere resources like JDBC providers, JDBC data sources, connection pooling
• Implemented creation of Server groups and clusters in WebSphere Application server.
• Writing UNIX shell scripts per the demands of the environment.