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Service Now Developer/admin Resume

Nashville, TN

SUMMARY

  • Around 8+ years of experience in IT industry includes experience on ServiceNow Development, Maintenance and Administration.
  • Experience in managing process, technology and IT service management solutions, ITIL processes, customizing and configuration of ITSM tools.
  • Experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution.
  • Experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Project Portfolio Suite, Service Catalog, and Configuration Management.
  • Expertise in developing Client Scripts, Business Rules, UI policies, UI actions, Script Include, SLA, Import sets.
  • Expertise in scripting using Glide Script, Java Script, Jelly Script, AJAX.
  • Integration of ServiceNow with LDAP, Single Sign On, SCCM.
  • Expertise in integration ServiceNow with third - party tools using SOAP, REST.
  • Expertise in design and developing custom applications in ServiceNow.
  • Experience in Design, manage and analyze CMDB (Configuration Management) configuration items and its integrations like Infoblox, EquipDB, and SCCM.
  • Expertise in creating and managing Service Catalogs, Record Producers, Order Guide, UI Pages.
  • Expertise in design and developing advanced Workflows.
  • Experience in customizing the Asset modules and importing the data from external sources.
  • Good experience in working with Java Script, CSS, HTML and DHTML in ServiceNow as well as other technologies like Lotus Notes, JAVA.
  • Had knowledge on Discovery in ServiceNow.
  • Expertise in working with agile methodology.
  • Actively engaged in Gap Analysis, Data Analysis, Risk Analysis, Business Process Improvement, System Integration and Troubleshooting.
  • Strong customer centric approach with excellent analytical, co-ordination, communication, presentation, leadership skills and documentation.
  • Experience developing and delivering Onsite-Offshore model.
  • Expertise in Oracle Stored subprograms, Packaged subprograms, Cursors, Cursor Variables, Collections, Triggers, Native Dynamic SQL.
  • Expertise in distributed query performance tuning by using EXPLAIN PLAN, SQL Trace, TKPROF Utilities and hints provided by oracle.
  • Experience in Data migration Projects which uses SQL Loader, PL/SQL programming, coding Procedures, triggers and functions
  • Expert in Export, Import and SQL*Loader Utilities.
  • Expertise in RDBMS development including Oracle SQL, PL/SQL database backend programming with stored procedures, Functions and packages, Forms and Reports.
  • Have experience in Lotus Notes, and rapid application development using Lotus script, formula language, JAVA, Jasper and Crystal Reporting.

TECHNICAL SKILLS

Ticketing Tools: Service Now( Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Project Portfolio Suite, CMDB, Asset Management), HPSM

Scripting: JavaScript, HTML, CSS, XML, DHTML, JellyScript, GlideScript

Operating Systems: Unix, WinXP/7/8/10

Languages: SQL, PL/SQL, JAVA/J2EE, Lotus Script, Formula Language

Databases: Oracle 9i/10g/11g

GUI: Oracle Forms 6i/9i/10g, IBM Lotus Domino R5/R6/R7

Tools: & Utilities: Toad, SSH Tectia Client, PVCS, SVN, KINTANA, HP Quality Center

Reporting Tools: Oracle Reports 6i/9i/10g, Jasper, Crystal Reports

PROFESSIONAL EXPERIENCE

Confidential, Nashville, TN

Service Now Developer/Admin

Responsibilities:

  • Implemented Incident, Problem, Change management, CMDB.
  • Worked on UI customizations to add Tables/Fields, UI Policies, UI Actions, Business Rules, Client Scripts, and Script Includes.
  • Experience in Customizations - backend integrations to products like Turbot, CMDB and AWS through APIs
  • Creating new Groups and adding Users to the groups in service now.
  • Configuration of Email Notification and Alerts based on the events to notify users about specific activities in the system such as updates to Change and Problem requests.
  • Experience in AWS intergration for various services (say EC2, EFS). ServiceNow will become front end for AWS and Azure
  • Created Service Catalogs to Establish and interact with key process applications including Incident, Problem, Change and Knowledge Base.
  • Extensive experience on Job scripting with the help of BMC Control-M
  • Using Import Sets for data loading from external file or database to the Service Now.
  • Created and used update sets to move customizations between the instances.
  • Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
  • Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site
  • Experience with VMware vCloud suite 5.1 involving vCD, vShield, vChargeback, vCAC, vCenter Operation Manager (vCOPs).
  • Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML and XHTML.
  • Production release support.
  • Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
  • Worked on CLIENT SIDE SCRIPTING (Client Scripts, Catalog Client Scripts, UI scripts and UI Policies).
  • Expert on ServiceNow Discovery Module, Service Watch, Business Service Mapping (BSM), VPN, LDAP, SSO, deploying Discoveries in a Multi-Data Center environment and proven ServiceNow implementation experience.
  • Experience with ServiceNow Discovery tool Service Watch to Discover and import CMDB items.
  • Used SERVER SIDE SCRIPTING (Business Rules, UI Action, UI Macro, UI Page) to meet the data requirements set forth by the Customer and working on running Schedule jobs.
  • Migrated customer support and alert ticketing from CA Service Desk to ServiceNow for all monitoring tools leading to saving money by lowering maintenance and license agreement costs.
  • Created UI Pages and implemented logic to create RITM’s automatically when data submitted through public UI pages using SOAP and Scripted SOAP Messages.
  • Created and maintained custom applications as per user requirements.
  • Implemented renewal grant process (Custom Application) for some of the requested items.
  • Created email notification, access rules, record producers, order guides in ServiceNow.
  • Configured MID Server and integrated LDAP with ServiceNow.
  • Customized asset module like adding new fields, modifying UI policies, Client scripts, Business rules.
  • Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
  • Worked closely with ServiceNow team and Infrastructure team to facilitate LDAP integration.
  • Importing asset data from external data source to ServiceNow.
  • Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
  • Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in ServiceNow.

Environment: Fuji, Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Problem, Change, CMDB, Project Portfolio Suite, HTML, CSS.

Confidential, SFO, CA

Service Now Admin

Responsibilities:

  • New fields were added to support the client requirement along with the set of business and client rules, UI customizations, to fulfill client requirement.
  • Updating Incident/Problem/Change module based on client feedback.
  • Creating new groups and adding users to the groups in service now.
  • Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also Workflow has been created to support the Approval workflow and task assignment.
  • ServiceNow Application UI Configuration, Data Loads using import sets, development of reports & metrics for executive management.
  • Integration of ServiceNow LDAP, Web services.
  • Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
  • Implemented Core configuration changes to the platform as well as supporting applications.
  • ServiceNow Application UI Configuration, Workflow Configuration, Data Loads using import sets, development of reports & metrics for executive management.
  • Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
  • Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
  • Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
  • Worked as a Pre and Post installation consultant to define and implement industry (ITIL) best practice for the ServiceNow ITSM Platform.

Environment: Eureka, Glide Script, Java script, Jelly Script, Workflows, Incident, Problem, Change, CMDB, HTML, CSS, AJAX

Confidential

Service Now Admin

Responsibilities:

  • New fields were added to support the client requirement along with the set of business and client rules, UI customizations, to fulfill client requirement.
  • Updating Incident/Problem/Change module based on client feedback.
  • Creating new groups and adding users to the groups in service now.
  • Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also Workflow has been created to support the Approval workflow and task assignment.
  • ServiceNow Application UI Configuration, Data Loads using import sets, development of reports & metrics for executive management.
  • Integration of ServiceNow LDAP, Web services.
  • Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
  • Implemented Core configuration changes to the platform as well as supporting applications.
  • Hands-on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
  • Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
  • Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
  • Worked as a Pre and Post installation consultant to define and implement industry (ITIL) best practice for the ServiceNow ITSM Platform.

Environment: Eureka, Glide Script, Java script, Jelly Script, Workflows, Incident, Problem, Change, CMDB, HTML, CSS, AJAX

Confidential

ServiceNow Admin

Responsibilities:

  • Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
  • Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
  • Designed Workflows, along with standard Workflow templates which can be reused.
  • Worked on UI customizations for forms, lists and UI actions.
  • Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Workflow has been created to support the approval workflow and task assignment.
  • Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events, System and Upgrade logs) .
  • Educating end users on the usage of service now applications like incidents, problems and service catalogs.
  • Created and modified Update sets to transfer data from one service now instance to another instance.
  • Implementation of ACL. Involved in creating and updating Access Control List (ACL) rules to control what data users can access and how they can access.
  • Created Catalog Requests and record producers.
  • Created full documentation for Service-Now applications.

Environment: Java script, Jelly Script, Workflows, Incident, Problem, Change, CMDB, HTML, CSS, AJAX

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