SUMMARY

• Skilled ITSM Professional with 6+ years in Information Technology with 4+ years in ServiceNow with proven success in Software Design, Development, Analysis, Testing and Implementation as both Developer and Administrator.
• Over 6 years of IT experience with 4 years as Service Now Developer and Admin.
• Worked on customizing and configuring various ITIL processes (Incident, Problem, and Change Management).
• Developed various Applications, Modules, and Tables.
• As per the client requirements, customized Incident, Change and Problem modules.
• Experience in Server Script (Business Rules, Script Include and Service Catalog).
• Experience working with Client scripts, UI Policies, Workflows, and also involved in working with Access Controls and User Administration.
• Good working Experience and exploring different functionalities, plugins and modules in Eureka, Fuji, Helsinki, Jakarta, Kingston, London and Madrid.
• Responsible for creating, validating and maintaining the integrity of Service maps within ServiceNow and mapping dependencies between devices, applications using Service Mapping.
• Worked on building custom applications, modules and developed Service Catalogs, Catalog Items, Catalog Variables, Catalog Variable Sets and Record producers.
• Expertise on defining Workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Involved in LDAP integration with ServiceNow for obtaining users and groups. Created access control rules (ACL) based on roles.
• Configured multiple catalog items in Service Portal using CSS, JavaScript and HTML.
• Strong expertise in configuring ServiceNow Portal, created new portal page templates, widgets and custom UI Pages.
• Implemented Service Portal by replacing the OOTB designs by reusing the widgets, new pages and designing the branding of the portal.
• Increased the flexibility for the users to make use of Service Portal using mobile, iPad to make requests and raise tickets as per their need and communicate requests through portal instead of emails with live tracking.
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow
• Experience in configuring VTB (Virtual Task Boards) for the ITIL, Service desk users to make them ease in keeping track of the task and incidents assigned to them.
• Experience in migrating between various environments in ServiceNow using Update Sets
• Experience with DISCOVERY tool in ServiceNow to fetch the CI related information and configure CMDB.
• Worked on Discovery and set up mid servers and check for connectivity.
• Experience in Email Integration from 3rd party tool to ServiceNow.
• Worked on bidirectional Web services Integration (both SOAP and REST based) in ServiceNow using API’s, Import sets, JDBC Data Loads.
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
• Integrated ServiceNow with Jira, Sales force, LDAP for importing user data from AD using REST/SOAP web services.
• Strong interpersonal and excellent communication skills, innovative leadership coupled with software management, easily adaptable to changing environments.

TECHNICAL SKILLS

Programming Languages: JavaScript, Core Java.

Database: MYSQL, Oracle 11g

Web Technologies: HTML, CSS, JavaScript, jQuery, AngularJS, AJAX

ITSM Tools: ServiceNow

Microsoft Tech.: MS Office suite (Word, Excel, Power Point)

Application Server: JBOSS, Web Logic 10, Apache Tomcat

Methodologies: Waterfall, Agile

PROFESSIONAL EXPERIENCE

Confidential, Dallas, TX

ServiceNow Developer/ Admin

Responsibilities:

• Identify and document functional needs, technical requirements, specifications, project scope, project plans, and test plans for assigned projects.
• Worked as a developer and Admin in dis project.
• Involved in the whole SDLC from Requirements gathering to Designing, Development, testing and deploying the update sets to Production.
• Followed Agile Methods and daily Scrums to track the progress of the project.
• Created many Business rules, Client Scripts, UI Policies, UI Actions, and ACL’s.
• Worked on Inbound email actions for ticket creation for our customers.
• Worked on email notifications, notification email scripts and email templates.
• Worked on day - to-day administration works like Incident tickets, Service Requests within the defined SLA’s.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Implemented schedule Jobs to manage the Customer - contacts Integration.
• Created Transform Maps scripts while loading data into the CMDB CI classes.
• Worked on reporting, schedule reports as well as KPI Dashboards.
• Enable the SSO integration to provide single sign-on-access.
• Created new service catalog requests and items with variables.
• End to End Implementation of ServiceNow Customer Service Management (CSM) application from requirements gathering to post production support.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Created Workflow activities and implemented new workflows that use a variety of activities to understand how records are generated from workflows and to manage tasks and approvals.
• Created Record Producers to task extension tables.
• Create and use update sets to move customizations between systems.
• Involved in setting up the Service Level Agreements (SLA) as per the requirement.
• Involved in migration between various environments (DEV to TEST to PROD) in Service Now using Update Sets and Import Sets.

Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, SOAP, CSS, XML, AJAX, Discovery, Integrations, AngularJS, XML, HTML.

Confidential, PA

ServiceNow Developer/ Admin

Responsibilities:

• Implemented Incident, Problem, Change Management and Service Catalog in Phase-1 Developed reports as per requirements from management and analyzed the reports to present it to end users.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Gatheird requirements from stakeholders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Worked on various modules of Service Now like Incident management, change management, and Problem Management, Service Catalog, User Administration, Reporting and Discovery.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gatheird and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Interacted with clients to determine User requirements and goals.
• Involved in redesigning the workflows using ServiceNow workflow editor
• Create and use update sets to move customizations between systems search, populate, and customize the knowledge base.
• Documented known issues, Problems and new upgrades/enhancements in Knowledge Center Tool.
• Integrated ServiceNow with other systems and customization working on the release and problem management from requirements gathering through testing.
• Troubleshooting the issue with probes, Sensors and writing up the custom probes for different appliances in infrastructure.
• Service Management (CSM) application from requirements gathering to post production support.
• Created new workflows for integration and migration of tickets and Requests to new ServiceNow Environment.
• Created custom workflow for catalog items to process to run the approval and task as per the catalog request type.
• Created Workflow activities and implemented new workflows that use a variety of activities to understand how records are generated from workflows and to manage tasks and approvals.
• Created Record Producers to task extension tables.
• Created REST and SOAP UI Web Services which enable third parties to communicate with Service-Now.
• Implementing ServiceNow discovery and CMDB and integrating it with Change Management.
• Involved in migration between various environments (DEV to TEST to PROD) in Service Now using Update Sets and Import Sets.

Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, SOAP, CSS, XML, AJAX, Discovery, Integrations, AngularJS, XML, HTML.

Confidential, TX

ServiceNow Developer/ Admin

Responsibilities:

• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment.
• Configuration of Email Notification 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.
• Loading the data using transform maps and creation of custom class managers.
• Users are populated into the system using LDAP integration and worked closely with ServiceNow team and Infrastructure team to facilitate dis integration.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Worked with User Interface (UI) policies, data policies, UI actions, business rules and client scripts, activate plug-ins, manage data with tables, import sets and update set.
• Created workflow activities and approvals, Control system access and data security, configure service level agreements (SLAs), Control access to the application and its records.
• Designing, coding, and testing technical solutions for ServiceNow implementations.
• Understanding of Change Management, Configuration Management, and Release Management as it relates to ITIL.
• Imported Active Directory to Service now using data sources.
• Designed road map to implement SRM & Orchestration modules.
• Suggested best practices to develop workflows.
• Developed reusable REST Messages to extract google locations in JSON format and propagate the data to forms and UI Pages.
• Developed new user interface for Help Desk Team.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by JavaScript.

Environment: ServiceNow, SLA, JavaScript, SOAP, Web services, CSS, HTML5, Discovery, AJAX, GLIDE SCRIPT.

Confidential

Jr. Web Developer

Responsibilities:

• Worked in a team, involved in developing the UI, layout and front-end programming for web application that matches requirements.
• Designed the front-end applications, user interactive (UI) web pages using web technologies like HTML, XHTML and CSS and Usage of adobe Photoshop for retrieval of images.
• Used advanced level of jQuery, AJAX, JavaScript and pure CSS layouts Experience in using web services such as AJAX, JSON and XML to interact with API’s.
• Designed and developed intranet web applications using JavaScript and CSS Creating cross-browser compatible and standards-compliant CSS-based page layouts.
• Coded JavaScript for page functionality and Lightbox plugins using jQuery.
• Used JavaScript to make dropdown menus on web pages and display part of a web page upon user request.
• Maintain, enhance, and recommend solutions that best suit business and technology needs from UI standpoint.
• Define technical requirements based upon business requirements.
• Experience in resolving issues related to Cross-Browser compatibility.
• Strong communication, analytical and interpersonal skills working within cross-functional teams.

Environment: HTML, CSS, Bootstrap, JavaScript, jQuery, AJAX, JSON.