SUMMARY

• A qualified IT professional wif extensive yearsof experience in ServiceNow platform both as Admin and developer wif 5 years of experience working for US companies developing and maintaining various ServiceNow modulus like Service Catalog, Change Management, Incident Management, Problem Management.
• Monitor remediation efforts and Provide reporting in - depth noledge of teh technical implementation of Service Catalog, Change Management, Incident Management, Problem Management, Asset Management, OOTB CMDB, Reporting, Discovery, and various CMS features from past 3 years in depth Experience using SQL and PowerShell along wif noledge of technical components such as LDAP, SSO, SSL and other such technologies.
• Extensive working experience wif solution designing and very closely wif ITSM Process Architect, PPM Process Architect, IT Architect, Business Analysts, IT support teams and other technical teams to make sure dat business needs around implementation of ServiceNow Platform are in a controlled and predictive manner.
• Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Hands-on Experience and better understanding of web programming languages such as JavaScript, XML, HTML, AJAX CSS, Jelly, jQuery, HTTP/S and Angular JS.
• Excellent hands-on experience in Configuration and customization of Help Desk, Change/Incident/Problem Management Modules including Business Rules, Client Scripts, UI Policies and UI Actions based on user requirements.
• Experience in all phases of Software Development Life Cycle SDLC, customizing OOTB applications, quality management systems and project life cycle processes.
• Implemented Asset Management, Discovery, CMDB and Workday integration for user attributes and on boarding.
• Solved complex problems, design user-friendly interfaces and optimize processes through automation.
• Extensive noledge on Creation and documentation of test cases as required for Service Management (SM) tool changes.
• Development and designing of CMDB and ASSET management modules for teh implementation process in ServiceNow wif web integration services like SOAP/REST.
• In depth noledge and experience designing new forms and applications using CMDB upon teh client request and based on approval flow.
• Experience in developingServiceNowapplications from business requirements technical design documents.
• Great Hands on experience and noledge on Service Portal, configuration of custom widgets using Angular JS, Bootstrap.
• Experience in working wif teh workflows in ServiceNow for Service Catalog using workflow editor.
• Familiarities working wif transform maps, data sources and different transform scripts for data loads and management.
• Experience in working on teh ITIL Process Configuration like Change Management and Knowledge Management and Reporting in ServiceNow.
• In depth noledge of Working wif schedule jobs, events and triggers to manage business needs and handle background work.
• Working wif Project managers in managing software development lifecycle to meet teh Development, Testing and Deployment schedules.
• Following teh ITIL standards in defining teh Incident, Change and Problem management processes and configuration of teh tool.
• Interacting wif business users and service delivery manages in analyzing teh business requirements and defining teh implementation process.
• Work TEMPeffectively wif others in a team environment & Lead various projects.
• Strong verbal, written and interpersonal communication skills.

TECHNICAL SKILLS

Service Now: Service Catalog, Change Management, Incident Management, Problem Management, ITSM, ITOM, Configuration Management, CMDB, Reporting, Discovery and Integrations, Client Side and Server-Side Scripting, Client & Server API's, Glide Aggregate, Glide Record, Administration, Reporting, Email Notifications, Creating/Editing Home pages, Personalizing Forms.

PAti Process Model Tools: MS Office Suite 9X/2000/XP (PowerPoint, Word, Excel, Access, and Outlook), MS Outlook, MS Project, MS Visio.

Languages: C, C++, HTML, Java Script, Angular Java script

Methodologies: Agile Modeling, SDLC model, Waterfall model, Spiral model.

Databases: Oracle, SQL Server, PL/SQL, Perl, UNIX shell scripts

Operating Systems: WIN XP, Linux, Unix

PROFESSIONAL EXPERIENCE

Confidential, Beaverton OR

ServiceNow Developer

Responsibilities:

• Respond to requests for new catalog items and make updates to existing items.
• Obtain and verify information to be included in teh Service Catalog from Service Owners.
• Follow teh existing service catalog management processes.
• Follow teh established standards throughout teh process.
• Create and use update sets to move customizations between ServiceNow instances
• Review opportunities for process enhancements and for improving teh efficiency and TEMPeffectiveness of teh process.
• Obtain End User satisfaction feedback and ensure dat teh Service Catalog Management process is maintained successfully
• Ensure dat quality reports are produced, distributed, and utilized
• Coordinated wif Service owners to identify wat items to offer by following these practices
• Involved HR Case and interview Request configuration/ customization including UI customization, workflow administration, data imports, custom scripting, implementing new functionality, homepage customization.
• Created functional and technical specifications documents for various Service Now modules.
• Implemented Service Catalog Items wif services/products outside of ServiceNow using REST integration.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.

Environment: ServiceNow Service Catalog, Asset, Incident, Change Mgmt, HTML, Web Services, CMDB, MS SQL server 2008, Angular, Web Services, Service Portal & Service-now Module Testing.

Confidential, Beaverton OR

ServiceNow Developer

Responsibilities:

• Worked on Procurement Application in creating purchase items and full filling teh catalog requests.
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Setting up and monitoring workflows, creating, and tracking Service Catalog requests, and items wif variables.
• Work closely wif ServiceNow functional team to build requested items and tasks using workflows to manage processes from teh customer to teh fulfilment teams.
• Customized teh applications using Business Rules, Client Scripts, UI Action and UI Policies, External Dataload using Transform maps, etc., based on teh application requirements and rolled out teh customizations to upper environments using Update Sets.
• Strong skill set in teh ServiceNow suite development including SOAP/REST integration.
• Development of ServiceNow applications, including modification to existingITSM modules, working wifprocess ownersto develop andimplement workflow, perform regular ServiceNowDiscovery and CMDB maintenance,Report Setup/Custom Reporting, performdata imports, Custom Scripting, 3rd Party software integrations, facilitating roll out of new applications and modules.
• ImplementedChange managementfrom scratch, along wif CMDB configuration changes along wif customizing and creating new forms and workflows.
• Involved in creation of Reports, Dashboards in ServiceNow.
• Performed teh task of using Discovery to load configuration information to CMDB.
• Worked wif Application Owners to restructure CMDB based on Company's Architecture.
• Hands-on Experience which develops and configuring ServiceNow ITOM modules and reconfigure and maintain existing ITIL modules.
• Performed tasks using Discovery to load configuration information to CMDB.
• Worked on Service Mapping to define business services, troubleshoot teh discovery and mapping process as well as create new discovery patterns.
• Developed HR service management portal as per business requirements using JavaScript, HTML, CSS and Jelly script.
• ImplementedChange managementfromscratchalong wif majorbuilt in CMDBalong wifimplementing security to data, based on teh user limitationnot just for ITSMtickets but also to core forms and foundation data, based on Onshore-Offshore User access limitation.
• Working hard to fix teh root cause of issues by delivering service as a team sport wif teh Visual Task Board: identify issues in customer service and assign them directly to field service, engineering, operations, finance, legal, and other departments and track those issues to resolution.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after Discovery tool runs a scheduled job.
• Day to day work to ensure and facilitate teh implementation and integration of all modules.
• Worked wif Service Now Event Management by configuring Event Mapping Rules, Event Transform rules, Alert rules, Incident Templates.

Environment: Service-now Asset, change Mgmt., CSS, HTML, Web Services, CMDB, MS SQL server 2008, Angular, Ajax Service Oriented Arch, Web Services, File builder, Service-now Module Testing.

Confidential, Minneapolis, MN

ServiceNow (Domain Separated Implementation Specialist)

Responsibilities:

• Maintained and administered teh implemented instance of ServiceNow modules including Incident, Change, Problem, and service Catalog.
• Writing Business Rules, Client Scripts, UI Policies and UI Actions to customize teh instance as per Business needs.
• Create and load Catalog items and record producers.
• Create Order Guides according to teh client requirement.
• Create and use update sets to move customization between systems.
• Involved in providing Implementation and production support for serviceCatalog, Asset Management, Knowledge Management modules.
• Developed a website using Java Servlets and REST Web services for teh credit card payment through PayPal API.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management in Helsinki and Istanbul version.
• Created various front-end forms, and associated Client Scripts, UI Policies, including advanced customizations dat require modifications of UI Pages/Macros.
• Build reports, gauges, and home pages.
• Worked on teh latest release Istanbul which is teh advanced release and discovered ServiceNow upgrades.
• Managed users and groups access rights, business rules, global controls and scripting.
• Configuration of Email Notification and Alerts to notify users about specific activities in teh system.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Helped customer realize business value from CA Clarity PPM tool. Designed and implemented PPM solutions for Project Management, Portfolio Management, Financial Management, and Time Management.
• Responsible for implementing CMDB, CI Relationships and Discovery for teh following classes using teh Securities baseline: Business Partners (Services), Application, Computers. Server, Environments, Database, Domains, Routers, Devices, Firewall, SANS, Network, Data centre, Location, and more).
• Responsible for Agile Deployment utilizing teh ServiceNow Agile Modules, Stories, Configuration, Testing and Enhancement
• Conduct third party security assessments
• Partner wif product leadership and external clients to foster an understanding and confidence in teh global cyber security program
• Conduct assessments for policy exception requests and provide approvals or denials
• Define and prioritize remediation plans
• Monitor remediation efforts provide reporting
• Helped customer realize business value from CA Clarity PPM tool. Designed and implemented PPM solutions for Project Management, Portfolio Management, Financial Management, and Time Management.
• Define processes to monitor and evaluate teh performance of key Portfolio components. Analysing risks and benefits during "Phase Gate reviews"
• Optimize and Balance teh Portfolio for performance and value delivery. Evaluate Trade-offs of Portfolio objectives- balancing of short-term goals against long-term goals.
• Search, populate and customize teh noledge base.
• Integrated Twilio wif ServiceNowfor Voice Alert Notification using REST API.
• Assisted in enforcement of development deadlines and schedules.

Environment: Service-now Asset, change Mgmt., CSS, HTML, Web Services, CMDB, MS SQL server 2008, Angular, Ajax Service Oriented Arch, Web Services, File builder, Service-now Module Testing.

Confidential, Fairfax Virginia

SQL and Database Internship

Responsibilities:

• Learned autanticate and authorize users.
• Assign server and database roles
• Authorize users to access resources
• Protect data wif encryption and auditing
• Describe recovery models and backup strategies
• Backup SQL Server databases
• Restore SQL Server databases
• Automate database management
• Configure security for teh SQL Server agent
• Manage alerts and notifications
• Managing SQL Server using PowerShell
• Trace access to SQL Server
• Monitor a SQL Server infrastructure
• Troubleshoot a SQL Server infrastructure
• Import and export data

Environment: HTML, DHTML, CSS, ServiceNow, AJAX, JSON, JavaScript, jQuery, Macromedia Dreamweaver, Microsoft FrontPage and Adobe Photoshop CS3.