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Servicenow Developer/admin Resume

Round Rock, TX

SUMMARY

  • Around 5 years of experience in IT industry.
  • Extensive experience with various SDLC Methodologies like Agile, Waterfall.
  • In depth, technical strengths and business understanding for full - cycle project and post implementation problem solving requirements.
  • Capable of handling multiple tasks and work effectively both in group and as an individual to meet deadlines.
  • Strong experience in Development and Administration in ServiceNow Platform.
  • Hands on experience in Web application development technologies such as HTML, JavaScript, CSS, AJAX, XML.
  • Good knowledge and understanding of ITIL process.
  • Problem solving and troubleshooting skills, leadership qualities, strong analytical, organizational, multitasking, execution skills and presentation skills with ability to co-ordinate activities and interact with end users in a fast-paced team environment and ensure delivery within time frame.
  • Expertise in design and Implementation of ServiceNow Service Catalog, created custom Catalog Items, Order Guides and Record Producers.
  • Efficient in client management skills, presentation skills, time management, analytical, great communication and interpersonal skills.

TECHNICAL SKILLS

  • MS Outlook
  • MS Project
  • MS Suite
  • ServiceNow
  • JavaScript
  • Web Services
  • REST
  • XML
  • UAT
  • Release deployment
  • MS Project
  • Jira
  • Rally
  • Version-One
  • SharePoint
  • Problem Management
  • Change Management
  • Knowledge Management
  • Service Catalogs/Workflows and HR Service delivery.

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer/Admin

Responsibilities:

  • Experience in developing catalog items and record producers according to the business requirements which included User Criteria, ACL’s, Catalog Client Scripts, Variable Sets, Variables.
  • Designed the page using page designer and customized the layout and branding using CSS.
  • Created a separate portal for the end users when the system is down or while clone activities are being performed, to provide info for the users.
  • Experience in developing Contextual Search specific to HR cases and HR Base Knowledge Management.
  • Provided the contextual search on record producers to display vital knowledge articles to the end users while submitting any case.
  • Experience in maintaining Knowledge Base.
  • Developed HR Criteria for the users to have access to articles under the knowledge base.
  • Perform day to day administration of ServiceNow instances, including changes to process, workflows and items, building reports, managing data, personalizing lists, content management.
  • Created Workflows and defined workflow activities for different types of cases.
  • Developed Business Rules, Notifications, Email Scripts while designing the workflows.
  • Assisted in developing POC for newly introduced Campaigns to provide info and activities for the end users in a defined time frame.
  • Provided access to the PDM’s to create and publish campaigns.
  • Created different types of Campaign Bundles, Contents in order to enhance end user experience.
  • Experience in using Automated Test Framework, for the stories being developed during the monthly release cycle.
  • Lead multiple monthly releases, by assisting the team in Migrating the fixes to Production.
  • Assessing demands provided by PDM’s, providing LOE’s, and supporting Production defects.
  • Worked on multiple enhancements on HR Application involving, case forms, Service Portal, Security, Knowledge and user administration.

Confidential, Round Rock, TX

ServiceNow Developer/Admin

Responsibilities:

  • Experience successfully implementing theServiceNowHRSD platform and processes leveraging the HRSD framework.
  • Experience performing continuous improvement initiatives for processes and services.
  • Strong knowledge and familiarity with HR processes.
  • Excellent verbal and written communication skills; ability to communicate clean, organized, and thorough information and data appropriate for intended audience.
  • Experience designing and deploying web-based end user self-service portals.
  • Experience withServiceNowforms, fields, views, lists, UI policy and actions, and client and server scripts.
  • Experience integratingServiceNowwith other tools; monitoring, alerting and federated sources of CI data.
  • Lead the design, development, and maintenance of theServiceNowHRSD platform to ensure that users are being supported in meeting their business needs.
  • Managed and Lead a team of 5 in Platform Upgrades from ISTANBUL to JAKARTA, JAKARTA to LONDON, current in NEWYORK versions.
  • Performed Skipped Files Analysis prior to the Production Upgrade.
  • Developed a custom table to capture the changes while reviewing, retaining, and reverting, the skipped files under upgrade history.
  • Migrated the captured history of the reviewed skipped files to the Non-Prod instances for further analysis.
  • Perform daily administration of theServiceNowsystem, including making approved changes to processes and workflows.
  • Design, develop and implement the service portal within theServiceNowHRSD module
  • Oversee the performance and execution of multiple HRSD processes withinServiceNow.
  • Lead analyses of end user processes to define application requirements.
  • Collaborate with IT to maintain the overallServiceNowplatform.
Confidential, Antioch, TN

ServiceNow Developer/Admin

Responsibilities:

  • Primarily assigned the role to deploy and perform weekly releases or developed products into the PROD Environment.
  • Configure and design forms, complex workflows and use of business rules, UI policies, client script.
  • Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
  • Implemented new functionality using Client scripts, Business rules, ACL, UI policies and UI actions.
  • Actively engaged in developing and maintaining ServiceNow technical and design best practices such as programming best practices, code reviews, test automation, test-driven development, continuous integration/ improved deployment.
  • Supported the ServiceNow Team in resolving assigned incidents and catalog tasks daily; designed and configured surveys that brought business benefits and visible improvements.
  • Gather requirements from customers and guide them on best practices and feasible developments.

Confidential, Colony, TX

ServiceNow Admin

Responsibilities:

  • Designed and configured surveys that brought business benefits and visible improvements.
  • Developed complex Workflows and Service Level Agreements to automate the manual processes in the organization and meet the customer standards.
  • Responsible for administration of the Service-Now tool and maintain business services and configuration item relationships in ServiceNow Platform.
  • Configured new functionality using Client scripts, Business rules, ACL, UI policies and UI actions.
  • Extensive experience in ServiceNow Administration, moving code between instances, scheduling and performing clones also upgrades, perform daily admin support activities on production and non-prod instance.
  • Facilitating daily stand-up meetings, sprint reviews, sprint retrospectives, and other Scrum related meetings with Scrum teams and stakeholders for ServiceNow stories and tasks. Worked with management and project leads to remove identified impediments and minimize distractions to support the development of ServiceNow sprint goals.
  • Actively engaged in developing and maintaining ServiceNow technical and design best practices such as programming best practices, code reviews, test automation, test-driven development, continuous integration/ improved deployment.

Confidential, Dallas, TX

IT Helpdesk Specialist

Responsibilities:

  • Troubleshooting, repairing, maintaining and performing test activities on various computer equipment and computer network systems
  • Setup software on client's computers; install software, patches, drivers, prepare and deploy software packages while maintaining a professional and courteous manner
  • Consult with and assist manufacturer's representatives in the installation of new computer equipment, assisting other technicians or the manager in repairing, installing and testing complex equipment or local area networks
  • Documenting troubleshooting efforts, identifying issues, gathering information, employing fixes and also configured and deployed printers and in office network hardware.
  • Generating reports from the ticketing system and other management systems.
  • Analyzing and diagnosing hardware, software, and operator problems.
  • Troubleshooting of basic network connectivity issues of endpoint devices like desktop computers, laptops, phones, printers & providing exceptional customer service

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