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Service Now Developer/admin Resume

Cary, NC

SUMMARY

  • About 11+ years of experience in IT Industry with 5+ years of experience in ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite(ServiceNow).
  • A ServiceNow expert with experience on implementing end - to-end ServiceCatalog, Incident Management, Configuration&Asset Management, Change Management and Release Management with extensive knowledge on Content Management System and Service Portal.
  • Experience developingServiceNow applications from business requirements and technical design documents.
  • Experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
  • Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, Client scripts.
  • Created a responsive service catalog for accessing real time data on the Portal.
  • UtilizedOrchestrationto extend workflows to interact with systems and applications outside the ServiceNow instance and automated the process
  • Created new service Catalog items, order guides, record producers and modifying the existing ones as per user needs.
  • Data from different sources are extracted using data sources and loaded using staging tables.Data loaded is then transformed into target tables using transform maps..
  • Experience in custom application development & integration with other tools.
  • Knowledge of HTML, XML, JavaScript, Integrations (web services, SOAP, email, MID, etc.).
  • ServiceNow specializes in IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) applications and provides forms-based workflow application development
  • Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients..
  • Expertise in Service Now domain separation management and service now security implementation
  • Created many Custom Applications like CPA, performing environmental promotional activities from Dev. to QA to Prod
  • Installing MID Servers and scheduled discovery to find available devices in the network.
  • Understanding and experience of IT operation management (ITOM).
  • Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
  • Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical and coordinating effort of administrators.
  • Extensive experience working with databases Oracle PL/SQL, MySQL and SQL Server

PROFESSIONAL EXPERIENCE

Confidential, Cary, NC

Service Now Developer/Admin

Responsibilities:

  • Created Applications, Modules, Tables, and Columns as per the requirement specifications in ServiceNow.
  • Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
  • Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.
  • Development and Implementation of Service Watch for Automation of IT operations Management (ITOM).
  • Customized the out of the box self-service page according to the requirements. The Service Catalog was replaced with a catalog item giving the users access to create an issue that will go through approval workflow in the customized table.
  • Perform day to day administration of the ServiceNow tool Maintain business services and configuration item relationships in ServiceNow tool.
  • Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
  • Developed number of codes and test technical solutions for ServiceNow implementations.
  • Worked on the latest release Helsinki which is the advanced release and discovered ServiceNow upgrades.
  • Interface extensively with all areas of the organization including Operations and Development.
  • Performs core configuration tasks including system policies, business rules and client scripts.
  • Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
  • Created roles and ACL’s to applications created in ServiceNow.
  • Created reports for reporting of different ITSMprocesses.
  • Created schedules, reports and monitor performance of ServiceNow.
  • Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
  • Developed appropriate domain architecture and worked on domain separated MSP environment.
  • Designing Technical Specs pre-development and updated post Development. Developed the business logic based on the requirement.
  • Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module
  • Assigned new records to domain from a module using domain separation.
  • Involved in upgrading version of ServiceNow from Fuji to Geneva with focus on Service Catalog and have knowledge with patches for same version.
  • Created transform maps for importing CMDB data, automatic field service mapping and scripting
  • Configuring system, workflows and worked on Orchestration to automate frequently used service requests.
  • Involvedindesigning,developmentofHomePage,PlaceOrderforServiceCatalog,Knowledgebase,create a service ticket, Schedule a call from the service desk and schedule a time for solving the issues with one to one personally.

Environment: Service Now, JavaScript, XML, HTML, Windows, UNIX, AJAX, Middleware, Networking

Confidential, Birmingham, AL

Service Now Developer

Responsibilities:

  • Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans.
  • Created functional and technical specifications documents for various Service Now modules.
  • Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
  • Coordinated the instance upgrade activities.
  • Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
  • Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.
  • Worked on implementing the MSP (managed service provider) instance for Service-Now and domain separation for Service-Now instances.
  • Worked on CMDB from the scratch.
  • Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.
  • Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
  • Worked on UI Macros to create pages as templates on requirement from the stakeholders.
  • Configured multiple forms for Asset module using Configuration Management Database.
  • Resolved typical Users access and roles issues by checking active directory and users table.
  • Pulled reports and scheduling the reports as per the client requirement.
  • Created database views to pull the reports on variables, which are being used by catalog items.
  • Wrote Catalogclient scripts and UI policies to make client side changes.
  • Implemented security scheme and controls by using contextual security, control systems and data security
  • Created the UI pages to use them in catalog items, Implemented-using UIscripts.
  • Created Knowledge articles to document the steps in creating the catalog items.
  • Worked on different kinds of variables and variable sets.
  • Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
  • Used ACL's for controlling the security mechanism in Service Now.
  • Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
  • Wrote script includes invoking them in reference qualifiers or variable scripting.

Confidential, Houston, TX

Service Now Developer / Administrator

Responsibilities:

  • Created various workflows for Incident Management, Change Management, Service Requests and SLA's.Imported Configuration Items(CI) using import set tables
  • Working with client and functional requirements within ServiceNow.
  • Facilitating rollout of new applications and modules.
  • Worked on customizing Incident, Problem and Change management screens using ClientScripts, UI Policies, UI Actions and Business Rules.
  • Design and implement new functionalityusing Business Rules, UI Policies, and Access Lists
  • Created Buttons and context menus both on form and lists using UI actions
  • ServiceCatalog and Request Workflow Design and Configuration
  • Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
  • The service we also provide to clients is a semi managed service for administering their Service desksthat has been implemented. This includes various administration tasks within Service desk software.
  • Designed many email templates by using html and jelly scripting and used them in notifications
  • Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
  • Written script includes and invoked them in business rules and client scripts
  • Created data sources and loaded the Service-Now tables with different data formats
  • Created transform maps both automatic field mapping and scripting
  • Also worked on Asset Management and loaded the data into it.
  • Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
  • Worked on the integration of ServiceNow with Siebel,integrated Service Catalog and Incident module.

Confidential, Burbank, CA.

Java/Web Developer

Responsibilities:

  • Created some UI screens using HTML and JavaScript, jQuery, CSS.
  • Developed and implemented JunitTests.
  • Added new functionality to admin console to create and update rebalance, reconciliation of reports
  • Developed PL/SQL Packages, Procedures, Triggers, Cursors and Functions according to the requirement
  • Created JMS component adapters to interact with the Oracle database.
  • Worked on SQL queries, SQL Tuning, PL/SQL Tuning & Performance Tuning
  • Implemented logging using log4j
  • Worked with SVN to checkout and check in the code.
  • Done the unit testing and system Integration testing
  • Involved in the defect tracking, fixing and enhancements
  • Worked with Confidential Tomcat Server by creating JMS destinations, Data Sources and deployment scripts using ANT.

Environment: Java, HTML, CSS, jQuery, SQL, web services.

Confidential

Jr.Java Developer

Responsibilities:

  • Object Oriented Analysis and Design for the system from use case and requirement documents usingUML, Rational Rose.
  • Involved in designing system architecture and identifying proper patterns and framework for the system.
  • Participated in analysis activities, software design and design reviews with Sun Microsystems.
  • Communicated with Business Owners to finalize Use Cases, Design documents and System Architecture documents.
  • Designed Presentation layer using MVC, Struts framework. Designed Action classes, Action forms and controller design.
  • Designed Web Services architecture for the application using SOAP, XML/XSLT, WSDL and UDDI.
  • Designed wizard based Credit application module for the application. This module is the heart of the application and was a complex one.
  • Co-ordinate the user interface design with the separate group responsible for the HTML layout.

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