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Servicenow Developer/administrator Resume

Houston, TexaS

SUMMARY

  • Working with ServiceNow with more TEMPthan 5 years of experience in ITSM suite design and solution.
  • Has experienced in creating and changing workflows, adding Service catalog items, Approvals and Dynamic tasks in ServiceNow.
  • Has worked on development and customization of Incident, Problem, Change and Knowledge management applications and Service Catalogs per ITIL standards.
  • Extensive experience in configuring incident management, Problem Management, Change Management, Knowledge Management, Asset management and CMDB using ITIL processes.
  • Responsible for teh ServiceNow tool administration module and creation of new Users, Roles, IT Services, Application, Business Services and Rules
  • Hands on experience in migration of legacy data and integration of ServiceNow with other applications like Workday, NetSuite (ERP), JIRA, Flexera and implantation of SOAP and REST API

TECHNICAL SKILLS

Tools: ServiceNow, BMC Remedy, ALM, CONFLUENCE, JIRA, SOAP UI, TFS, BITBUCKET.

Programming Languages: JavaScript, C#, .NET, VBScript, SQL, XML and HTML5, Java, CSS3, HTML

Operating Systems: Windows, Linux/Unix, MAC

Office Suites & Other: Word, Excel, PowerPoint, Outlook, Project Visio, SharePoint

Methodologies: Agile, Waterfall

Database: SQL Server, Oracle, MongoDB, SPLUNK, MS ACCESS, MYSQL, PL/SQL

PROFESSIONAL EXPERIENCE

Confidential, Houston, Texas

ServiceNow Developer/Administrator

Responsibilities:

  • Worked on Business rules, Client Scripts, UI Policies, UI Actions, Data Policies and Data dictionaries.
  • Hands on experience in configuring incident management, Problem Management, Change Management, Knowledge Management, Asset management and CMDB using ITIL processes.
  • Creating new catalog items in Service catalog using client’s requirements.
  • Customized Email notifications for different modules in ServiceNow.
  • Hands on experience in configuring SLAs for different ITIL processes based on client’s requirement.
  • Worked on developing Employee Self Service (ESS) Portal using content management.
  • Worked with Product owners to develop workflow, implemented teh workflows in ServiceNow.
  • Strong experience in customizing form design for ITIL processes.
  • Importing different formats of data (CSV, XML, Excel) into ServiceNow.
  • Worked on setting up Active Directory, LDAP and SSO integration.
  • Actively involved in daily scrum meetings.
  • Took part in migration from Geneva to Helsinki.
  • Implemented HR service management configuration.
  • Worked on configuration of HR systems with database like Peoplesoft, workday to decide whether to integrate it with teh HR profile database.
  • Gather and drive stakeholder requirements and product vision through teh planning, analysis, development and testing phases.
  • Designed and developed Client Scripts, Business rules, ACLs in ServiceNow
  • Communicates technical problems and solutions to both technical and non - technical audiences
  • Participated in Integration of Legacy Platform with teh ServiceNow.
  • Created many standard workflows which are being re-used and propagated and handled many custom events.
  • Responsible for teh ServiceNow tool administration module and creation of new Users, Roles, IT Services, Application, Business Services and Rules

Confidential, Houston, Texas

ServiceNow Business Analyst

Responsibilities:

  • Reviewed Functional requirement and Use Cases documented in Rational Team Concert.
  • Analyze business processes and document functional requirement to increase operational maturity among various ITSM processes such as Incidents, Change, Problem, Service Catalogue, Request Fulfillment, CMDB within ServiceNow platform
  • Decide resolution and response time of Incidents and use this information to define SLAs for tracking teh TEMPeffectiveness of processes.
  • Involved in gathering Business requirements and interacting with Users to understand teh functionality and current workflow.
  • Meeting with users to get attributes needed to develop service catalog items.
  • Proffering solutions to technical methodologies around ServiceNow platform, using ITIL methodologies
  • Preparing of Technical Design documents dat includes application architecture.
  • Created test scenarios and test cases based on functional documents and User stories.
  • Conducted test case reviews and presented teh test cases/test scenarios to teh team members.
  • Collaborate TEMPeffectively with ServiceNow administrators/developers to develop solutions and handle general updates and configuration changes/requests.
  • Good Knowledge of ITIL standards which are helpful in customization of service management applications.
  • Integration of ServiceNow with Jira to store all credentials.

Confidential, Houston, Texas

Windows System Administrator

Responsibilities:

  • Microsoft Active Directory
  • Skype For Business
  • Server Administrator
  • Microsoft Office 365
  • Windows Data Migrations
  • Setting up new users and giving them access to teh intranet
  • Determine support to patch application and timeframe for same and develop appropriate strategies
  • Analyze system for failure and assist to restore files with help of operating system.
  • Supervise efficient application of various window patches and security controls.
  • Coordinate with various groups and perform troubleshoot on all production problems and provide resolution
  • Managing and maintaining teh file servers
  • Operating and configuring firewall
  • Monitoring teh internet connection for security risks
  • Employing teh latest security protocols
  • Monitoring teh local area network (LAN) for threats or errors

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