SUMMARY

• A Qualified IT Professional having 8 years of experience including 6 years of experience as a Service - Now suite developer and administrator
• ServiceNow Developer/ Administrator experienced in implementing and supporting ITSM Process like Service Request Management, Incident Management, Problem Management, Change Management, Knowledge Management, Demand & Release Management, Configuration Management (CMDB) in ServiceNow, ServiceNow Integrations and Custom Applications.
• Good working knowledge inJava Scriptingand web technologies (JavaScript,Jelly Scripting, Glide Scripting, XML, HTML, AJAX, CSS, HTTP)
• Working with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Experience in working withBusiness Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Background Scripts, ACL’s, Plug-ins, System Properties and Reports, etc.
• Expertise in working with different ITSM ServiceNow modules along with Asset Management, Service Catalog, PPM, Integrations using LDAP and SOAP/REST Web services and Notifications.
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Developed solutions to support the ITIL processes like Incident, Problem, Change, Service Catalog, Project, Knowledge, PPM, ESS, CMDB and Asset/Discovery.
• Experience in SaaSsoftware configuration and development using Web Services and Simple Object Access Protocol, XML and AJAX.
• Extensively worked with integrations between ServiceNow and third-party applications like BMC Remedy.
• Good knowledge of ITIL V3 processes and Project Life Cycle.
• Expertise with web-based development languages (JavaScript, HTML, CSS, AJAX, HTTP, XML)
• Handle the tasks of providing guidance to engineering staff on methods, procedures and requirements for entering Configuration items into the CMDB
• Communicating with Client for new development and creating new ideas for an intuitive UI and user experience
• Developed and implemented enhancements, upgraded and fixed such that their are minimal impacts on user operations
• Provided support during the UAT phase and post-production deployment.
• Hands on Experience in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Experience in using Glide Scripting for creating UI Action and business rules
• Followed best practices of Service Now in developing and customizing Business Rules, Scripting (Includes UI Policies, Catalog Client Scripts and Client Scripts), Scheduled Jobs etc.
• Knowledge of databases in clustered and non-clustered environments. Demonstrated experience with data transformation utilizing FACT Tables, Dimension Tables, Star Schema & Snowflake Dimension Modeling, OLTP, OLAP and Data Reports.
• Experience in Waterfall, Scrum, Agile, DevOps Methodologies and Application deployments in SaaS.
• Provided 24/7 on call support as part of team rotation.
• Done ServiceNow implementation for ITIL processes and for ITSM (Incident, Problem, Change, Release, Asset and Knowledge Management) ITOM (ServiceNow Discovery, Service Mapping, Orchestration, CMDB and event Management
• Worked on ServiceNow ITOM business development, project delivery/implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery).
• Worked with ServiceNow versions of Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston, London and New York with advance Quebec Release.
• Expertise in Design and developing custom applications in ServiceNow and utilize its potential in PaaS (Platform-as-a-Service) and SaaS (Software-as-a-Service).

TECHNICAL SKILLS

ITIL: ITSM, ITIL, Service Now, CMS, Service Portal, SAM, and LDAP.

Technologies: Web Services,SOAP, WSDL, RESTFUL, Java Script, JavaScript API, Jelly Script, GlideAjax

Databases and Tools: Mysql5.0.1, DB2, Oracle11g, Microsoft SQL Server 2005, Informatica PowerCenter

Application Tools: Dreamweaver CS4, SQL, Service-Now (ITSM Tool), Manage Engine (ITSM Tool), SQL Developer, BMC Remedy

Operating systems: Windows, Linux and Unix, Mac OS

Protocols: HTTP, HTTPS, FTP, FTPS, SFTP, SOAP, As1, As2

PROFESSIONAL EXPERIENCE

Confidential, PA

Service Now Analyst / Developer

Responsibilities:

• Involved in managing Tickets & Requests, creating Service Catalogs that provides a complete and end-to-end set of functions that enable you to define different types of requests for services
• Experience on implementing end-to-end Service Catalog, Incident Management, Knowledge Management, Configuration & Asset Management and Change Management, User administration, reporting and implementation of SOAP web services.
• As part of Enterprise Data Management team (EDM), coordinated and communicated with Chief Data Officers, Data Stewards, and Data Quality group to understand the business needs.
• Analyzed the data resided in different sites/repositories called IGC, IDQ, and Corporate LOGOs within the organization.
• Attended regular meetings with the core business team to get the requirements needed to develop the modules in ServiceNow.
• Created HTML email templates using HTML, Jelly and Angular JS to email customers during Campaigns.
• Experience with ServiceNow discovery tool service watch to discover and import CMDB items, establishing relationship between datacenter components which comprises business services.
• Worked on CMDB from the scratch. Configured multiple forms for Asset module using Configuration Management Database.
• Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
• Developed few modules called Defects, Issues, and Data Gap, which extends the Task table as part of Incident Management and Table configurations.
• Configured the workflows for the modules as business expected.
• Built complex forms for the request modules for Business Rules, Accounting reconciliation, Data reconciliation, ETL flow validation, and Technical Lineage.
• Defined ACLs for all the above tables and created roles to customize the form view and CURD operations to specific group of users.
• Imported data by setting up the staging tables and defined reference qualifiers on it to reference and auto populate the data on form fields
• As part of development written multiple business rules, client scripts, script include, and UI policies.
• Created UI Actions and Related lists to navigate between different modules.
• Manages data with Tables, Import Sets and Update Sets.
• Responsible for managing the enhancements and defects on an existing service catalog items which are in production.
• Created the Demand and HR request records on their respective tables through Web Service call form the other system, and used Data Sources (JDBC) to get the files form the resource.
• Contributing SQL knowledge as an ETL tester for the reporting projects held by the Department team.
• Hands on Experience on Informatica Analyst, and Informatica PowerCenter tool.
• Act as a Liaison between Project and Implementation team for the source file provisioning in Universal Staging Area (Internal Database).
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Carry out the end-to-end project management tasks for the AxiomSL reporting Project.

Environment: Version - New York, Orlando, Quebec and Madrid AngularJS, Database technologies, Glide Ajax, Glide Script, XML, JDBC, CMDB, ITAM, ITOM, Web Services.

Confidential, Florida

Service Now Analyst / Developer

Responsibilities:

• Gathering detailed Business and Technical requirements from customer for development of Service Requests
• Used mockup screens, vision diagrams to display flow for Business.
• Attended daily Scrum meetings
• Worked on Asset Management - Asset-CI mapping and synchronization, Activity updates for assets with enhancements provided in Istanbul.
• Worked on Change Management - Mass updates to CIs in Istanbul.
• Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities, in HelsinkiUpgrade
• Worked with Project Manager in reviewing Project Plan, Phases, task break ups
• Reviewed Test Plans, Test Scripts, Test Cases developed by Testing Team
• Setup the process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• Streamlined SaaStype of outages in the workflow, by adding SaaS field in Configuration item.
• Responsible for all scripting changes including Client Scripts, UI Policy, Business Rules, Script Includes, and UI Actions.
• Used Glide Record to retrieve and update data on different business conditions.
• Experience working on Service portal in Istanbul and Cloning Process.
• Co-ordinated with CAB regarding Update Set Migration Process to different instances.
• Worked extensively on external integrations using Scripted Web services over SOAP.
• Created SOAP and REST messages to communicate with BMC Remedy and Salesforce.
• Installation and Configuration of MID Server inside the network
• Customized Probes and Sensors to gather and upload data in ServiceNow for population of CMDB
• Migrated Legacy data into Service now using Import Sets and Transform maps.
• Involved in loading assets into ServiceNow from third party system using Web Services and import Sets.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system centralizing the information. Developed Software solutions using JavaScript, Jelly, Ajax and Glide scripting.
• Created design documents, functional documents, and unit testing
• Created Custom Apps in ServiceNow after gathering requirements
• Experience working with Quality Center and SharePoint.

Environment: Versions - Helsinki and Istanbul, JavaScript, GlideRecord, Ajax, GlideAjax, Webservices.

Confidential, MD

ServiceNow Developer / Admin

Responsibilities:

• Maintain operational service for Service-Now Application andworkflows Incident Management, Problem Management, Change Management, Self-Service, Service Request Management, Knowledge Management, SDLC Scrum Process, Custom Apps, Report, User account administration, user roles and permissions.
• Responsible for all scripting changes including Client Scripts, UI Policy, and UI Actions.
• Created Business Rules, Script Includes Glide AJAX, UI Action
• Worked on Email notifications and Inbound Email ActionsForm customization and field customization based on client requirement for Service catalog
• Implementation of ACL, Workflow, Survey functionality
• Customized Reports for Business.
• Interface with ServiceNowtechnical solutions, such as Cloud Infrastructure, to set up the SaaSplatform.
• Worked with Java team in testing Web services functionality
• Customized workflows using GLIDERECORD and Java Scripting
• Implemented SLA and email notification functionality
• Has developed the Workflow required for the creation of knowledge article from submits to Approvals & process design for Incident and Problem management.
• Developed ESS functionality and implemented appropriate workflow
• Developed HTML, Java Scripting, Jelly, HTML with ServiceNow.
• Loaded Data of configuration items attributes using transform scripts and imports sets into CMDB.

Environment: Version - Fuji, JavaScript, Html, CSS, Glide Script, Service Now, Web Services, AJAX.

Confidential

Java/ ServiceNow Developer

Responsibilities:

• Involved in gathering requirements for the application.
• Developed business logic and presentation/controller phase.
• Handled Query Functionality in all the Modules.
• Implemented several Web services according to requirement.
• Developed GUI for query page in End User module.
• Functional analysis, Design and Unit Test Case preparation and review, design and code implementation and enhancements of the application.
• Wrote SQL queries and stored procedures for data manipulation with the Oracle database.
• Data validations performed using Java script.
• CR handling and implementation.
• Testing, Bug fixing and maintenance.
• Involved in ServiceNow Development, Customization and Administration.
• Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management, Email Notifications.
• Application Support for Incident Management, Problem Management, Service Catalog.
• Involved in developing workflows.
• Reviewed Business Rules and recommended solutions for implementation.
• Design and development of Service Now forms and views
• Developed Scripts to invoke existing Script Include
• Used Glide Scripting to develop Business rules.
• Created several Client Scripts, UI policies, UI Scripts, UI Pages.
• Worked Email Template and Notification.
• Developed View, Approval and Assignment Rule Development.
• Creation of Order Guides.

Environment: SQL, HTML, CSS, JavaScript, Service-Now.