SUMMARY

• Over 9 years of IT experience in Business Process analysis, Administration and development of Web Basedapplications for Enterprise IT infrastructure.
• Good experience in Business Process analysis, Administration and development of Web Basedapplications for Enterprise IT infrastructure ­ ServiceNow .
• Good working knowledge in Java Scripting and web technologies (JAVA Script, Jelly Scripting, Glide Scripting, XML, HTML, AJAX, CSS, HTTP)
• Participated in process designing sessions and documented ITIL process flows.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Experience in designing, development and implementation of Service Now Platform
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, ACL’s etc…..
• Experience working with email notifications, inbound actions, reports, gauges, and home pages
• Good working knowledge on JavaScript, XML and XSLT.
• Proficient in SOA and Web Services and REST &SOAP concepts.
• Managing Service Now Infrastructure and integrating with LDAP and other SaaS based applications.
• Implemented UAT activities in coordination with business units.
• Performing migration activities ­ Dev. to QA, QA to Prod.
• Managing data with SN tables, CMDB import sets Discovery tools, Users, Groups and roles.
• Designing and implementing new functionality using various SN applications or modules and facilitating the rollout in Production environments.
• Creation of custom reports and designing the dashboard.
• Proficient in creating Service Catalog and Request Workflow design and configuration.
• Design and implement SLA ­ Service Level Agreement and the required workflow with
• Email notifications.
• Well versed in SSOand SAML implementations.
• Strong problem solving and troubleshooting skills.
• Ability to work on large complex projects includes creation of process diagrams and performing gap analysis.

TECHNICAL SKILLS

Operating Systems: Windows - 98/NT/2000, Linux 7, UNIX

Application Tools: Service-Now (ITSM Tool)

Languages: core java, SQL, XML, JavaScript, Ajax,Jelly Scripting HTML, CCSS, CMS, Glide script

Databases: Mysql5.0.1, DB2, Oracle11g

Networking: LDAP, SSO, ITIL, Putty, WinScp, Web Services

PROFESSIONAL EXPERIENCE

Confidential, Buffalo Grove, IL

ServiceNow Developer

Roles and Responsibilities:

• Workingwith process ownersand business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• ServiceNow instance core setup and configuration and customizations.
• Utilizing the ServiceNow Service Catalog for users to create Service Requests and Service Items.
• Creating various workflows for Incident Management, Change Management, Problem Management, Knowledge Base, Service Requests and SLA’s.
• Assist in importing of configuration, user and asset Data.
• Worked on integration with ServiceNow with LDAP and SSO Implementation.
• Defining the strategy and road map for ServiceNow Platform
• 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.
• Work with application owners to update workflow tasks and approvals for automated processes.
• Review ServiceNow version releases and then lead the upgrade project with regression and user acceptance testing.

Confidential, CA

ServiceNowDeveloper

Roles and Responsibilities:

• Participate in the full SDLC Requirements Gathering, Analysis, design, and coding, testing, training and operational support.
• Implement the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• 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.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Implement security scheme and controls by using contextual security, control systems and data security.
• Adhere to established testing, change management and communication guidelines.

Confidential

ServiceNow Developer/Administrator

Responsibilities:

• Perform installation and testing of vendor-provided updates and new releases. Deploy new releases and enhancements into the Service Now live environment.
• Work with business users to identify and refine business requirements and workflows.
• Reporting to include data extraction, import/export data, publishing, distribution, cataloging, report scheduling
• Implement Domain Separation
• Creating Relationships Between Domains
• Creating Domain-Specific Personalization
• Maintain LDAP integration and user configurations
• Maintain Single Sign-On integration
• Customize forms as per business requirements.
• Create new service catalog requests and items with variables
• Maintain integrity of the multiple instances of Service-Now
• Maintain the integrity of the Service-Now tool across production and non-production environments.
• Create and use update sets to move customizations between systems
• Search, populate, and customize the knowledge base
• Create an access control rule (ACL)
• Implement ITIL v3 aligned processes in Service-now
• Work closely with the technology, operations and business to gather enhancements and defect fixes in the Service-Now platform.

Confidential

Computer Systems Analyst

Responsibilities:

• Define the Problem Management process in the firm and ensure stability in the IT plant by having a robust Major Incident management process.
• Use Service-Now reporting to analyze trends of major incidents and identify a high level of root cause for the major incidents.
• Manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems.
• Coordinate with Service Desk and Incident coordinator in the identification of Major Incidents; manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents.
• Call and chair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner.
• To produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, technology silos, hardware types etc.; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved.
• Link Change Management with the project plan and ensure that the changes in the applications and the infrastructure follow the due process.
• Receives, logs and allocates a priority to all requests for changes.
• Tables all Request for Changes (RFCs) for a Change Advisory Board (CAB) meeting, issues an agenda and circulates all requests for changes to Change Advisory Board members in advance of meetings to allow prior consideration.
• Decides which CAB members will come to which meetings, who gets specific RFCs depending on the nature of the RFC
• Prepare the Change Management meeting agenda and present the high level inputs on the changes going into the plant to the CAB Chairperson.
• Work closely with the applications and infrastructure teams to ensure that all the changes are documented before the meeting and ensure that the due impact is assessed for each change.
• Document the change management processes and suggest continuous improvements to fine tune the process.
• Create periodic CIO level IT plant stability reports to be presented to the Business.

Confidential

Software Engineer

Responsibilities:

• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Responsible for preparing design level, program-level and user-level documentation.
• Involved with working in an agile development environment.
• Provided Services as Remedy Developer in Customizing Applications.
• Designed a new User Interface the concept of Panels, Flashboards and Cell-Based tables for an In-House Application (Project Tracking Tool) which strictly follows the agile methodology to track project progress.
• Highly expertise in troubleshooting and fixing defects in Project Tracking tool.
• Created Flashboards to track projects progress.
• Experience in handling Escalations from the customers and try to be on Web-ex to resolve the issues if they have deadlines for go live projects.
• If there are any major code changes then I will be coordinating with platform and other application teams to arrive at a mutual process implementation.
• Installed and configured ARS 7.6.04 SP1/ITSM 7.6.04 SP2 suite on Windows/SQL Server environment.
• Extensive Knowledge Transfer to internal staff about ITSM applications and best coding standards in Remedy.
• Trained users about the usability and the various processes in the Project Tracking System (In-House Application).