SUMMARY

• Overall 6 years of experience as ServiceNow suite developer and administrator.
• Working experience of various phases of SDLC such as Requirement gathering, Analysis, Design, Code Construction and Testing.
• Performed CMDB baseline validations.
• Developed probes and sensors for discovery of Infrastructure elements.
• Used Service Mapping to establish relationships between the different infrastructure components that are dependent on each other.
• Configured alerts using CMDB that helped identify infrastructure issues as soon as they occurred.
• Worked with Orchestration which enables an IT organization to automate complex tasks on remote computers reliably and quickly, with best practices every time.
• Used ACL's for controlling the security mechanism in ServiceNow.
• Developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts.
• Customization of Incident Management Application.
• Documented all implementations and best practices defined within team.
• Attention to detail and complex problem - solving abilities from operational and technical perspective.
• Functional knowledge and implementation experience of ITSM frameworks.
• Highly accomplished and focused Technical consultant with broad experience in providing solutions over ServiceNow Architecture and familiar with Other ITSM applications.
• Budget management for all ITSM and Service desk.
• Implemented Release Management for ITSM modules.
• Hands on experience in web development using AngularJS, HTML, JavaScript, CSS and Bootstrap.
• Developed Import Sets to import data from different Sources.
• Created & maintaining Requirement Traceability Matrix in order to track the development and QA process.
• Closely involved with the QA team & assisted them to develop quality Test cases by referring the Use cases.
• Assisted the QA team to complete the performance testing of the integration project.

TECHNICAL SKILLS

ITIL Tools: ITSM, ServiceNow (Kingston, Jakarta, Istanbul, Helsinki, Geneva, Fuji etc.), BMC Remedy

Web/Application Servers: IBM Web Sphere, Web Logic

Software Methodologies: Agile, SDLC, Waterfall, Scrum, ITIL

Programming Languages: C, C++, Java

Operating Systems: Windows.NET/2000, Linux, Solaris and HPUNIX

Database Tools: Oracle 9i/10g/11g, SQL Server-2000/2005, Sybase, SQL, PL SQL

Scripting Languages: JavaScript, Jelly Script and UNIXShellScripting

Web Scripting: AngularJS, HTML, CSS and Bootstrap.

Defect Tracking Tools: Load Runner and QTP

PROFESSIONAL EXPERIENCE

Confidential, Minneapolis MN

ServiceNow Developer/ Admin

Responsibilities:

• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created reports, Workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.
• Involved in introducing AngularJS Plugin into ServiceNowand widely used it in creating the Front-end view of Portal.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Have hands on Experience on Integrating Service Now with third party tools and Domain separations for the external users to raise incidents in SNOW.
• Involved in development of requirement integration components (LDAP, REST&SOAP).
• Used Service Mapping to establish relationships between the different infrastructure components that are dependent on each other.
• Developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts.
• Customization of Incident Management Application.
• Worked on data upload and configuration in CMDB and other ITSM modules.
• Configured alerts using CMDB and Asset Management, that helped identify infrastructure issues as soon as they occurred
• Strong knowledge in creation of PA reports, updating the OOB indicator which includes service management operations, service strategy, Human resources management.
• Created scripted 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 on Integration with REST GET and POST using basic HTTP Authentication.
• Good knowledge on Single Sign on and event-based integrations.
• Strong knowledge in updating visualizations of performance across teams and organizations, and also in establishing service delivery.
• Configuration of Email Notifications and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change ServiceNow modules.
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Create new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per business needs.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Managed and coordinated testing of ITIL tool upgrade.
• Coordinated post-implementation testing and support

Confidential, Eagan MN

ServiceNow Analyst/Developer

Responsibilities:

• Performed Project Scoping, Organization and Management including Business and IT Requirements.
• Created functional and technical specifications documents for various Service Now modules.
• Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Used Orchestration for automation and accelerating process for Employee onboarding, file transfer and remediation.
• Worked on evaluation, selection, and configuration/developed, and deployed ServiceNow as our ITSM Toolset.
• Configured multiple Catalog Items Front-end web / GUI components using AngularJS, JavaScript, CSS, and HTML.
• Configured multiple forms for Asset module using Configuration Management Database.
• Worked on end-to-end implementation of CTI Integrations, Supported the team with the work flow of the integrations.
• Created the UI pages to use them in catalog items, Implemented-using UI scripts.
• Wrote Catalog client scripts and UI policies to make client-side changes.
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Involved in developing Transform Scripts to trigger events during import process
• Knowledge on License management, Optimization, planning for audit as per License agreements and Tracking illegal software licenses.
• Developed Import Sets to import data from different Sources.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Integrated Service catalog module with “Net cool” monitoring tool using Web Services and fixing them.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Established and maintained effective communications with customers, other technology specialists, and vendors about services.
• Discussed the business requirements with clients and documenting them into process requests.
• Built forms from scratch along with advances customizations at the level of UI Macros/UI page as per the complex requirements.
• Created a lot of client’s scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with jQuery and Prototype.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Installed AngularJS Plugin into ServiceNowand developed service portal using the two-way data binding methodology.
• Good knowledge on Single Sign on and event-based integrations.
• Set up Configuration Management from scratch defining the CI classes and their relationships.
• Created complex transform scripts in transforming the data into the SNOW database.
• Created generalized framework for repeating problems and incidents.
• Defined the process for each service request.
• Created scheduled tasks, monitoring the ticket queues and generating statistics.
• Checked the change management document and verify the changes.
• Assisted in Release Management during product and patch releases.
• Provided training sessions on ticketing tools, reporting and data entry.
• Assisted testing teams with testing the applications for functionality and integrity.
• Developed UI Actions, script includes and Business rules for overall platform.
• Followed up with clients and customers on process requests, special requirements etc.

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Worked with client and gathered functional requirements within ServiceNow.
• Facilitated rollout of new applications and modules.
• Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists etc.
• Created Service Catalog and Request Workflow Design and Configuration.
• Designed the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Created Buttons and context menus both on form and lists using UI actions.
• Designed many email templates by using html and jelly scripting and used them in notifications.
• 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.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Resolved typical Users access and roles issues by checking active directory and users table.