Servicenow Developer/ Admin Resume
Minneapolis, MN
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.