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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.

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