SUMMARY

• A qualified IT professional with extensive yearsof experience in ServiceNow platform both as Admin and developer with 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 knowledge of the 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 with knowledge of technical components such as LDAP, SSO, SSL and other such technologies.
• Extensive working experience with solution designing and very closely with ITSM Process Architect, PPM Process Architect, IT Architect, Business Analysts, IT support teams and other technical teams to make sure that 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 knowledge 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 the implementation process in ServiceNow with web integration services like SOAP/REST.
• In depth knowledge and experience designing new forms and applications using CMDB upon the client request and based on approval flow.
• Experience in developingServiceNowapplications from business requirements technical design documents.
• Great Hands on experience and knowledge on Service Portal, configuration of custom widgets using Angular JS, Bootstrap.
• Experience in working with the workflows in ServiceNow for Service Catalog using workflow editor.
• Familiarities working with transform maps, data sources and different transform scripts for data loads and management.
• Experience in working on the ITIL Process Configuration like Change Management and Knowledge Management and Reporting in ServiceNow.
• In depth knowledge of Working with schedule jobs, events and triggers to manage business needs and handle background work.
• Working with Project managers in managing software development lifecycle to meet the Development, Testing and Deployment schedules.
• Following the ITIL standards in defining the Incident, Change and Problem management processes and configuration of the tool.
• Interacting with business users and service delivery manages in analyzing the business requirements and defining the implementation process.
• Work effectively with 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 the Service Catalog from Service Owners.
• Follow the existing service catalog management processes.
• Follow the established standards throughout the process.
• Create and use update sets to move customizations between ServiceNow instances
• Experienced in the following technical aspects of Service Catalog:
• Review opportunities for process enhancements and for improving the efficiency and effectiveness of the process.
• Obtain End User satisfaction feedback and ensure that the Service Catalog Management process is maintained successfully
• Ensure that quality reports are produced, distributed, and utilized
• As the only Service Catalog Developer at PGE, I have undertaken most of the roles that are usually fulfilled others team members like:
• Coordinated with Service owners to identify what 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 with 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 the 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 with variables.
• Work closely with ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfilment teams.
• Customized the applications using Business Rules, Client Scripts, UI Action and UI Policies, External Dataload using Transform maps, etc., based on the application requirements and rolled out the customizations to upper environments using Update Sets.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration.
• Development of ServiceNow applications, including modification to existingITSM modules, working withprocess 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 with CMDB configuration changes along with customizing and creating new forms and workflows.
• Involved in creation of Reports, Dashboards in ServiceNow.
• Performed the task of using Discovery to load configuration information to CMDB.
• Worked with 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 the 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 with majorbuilt in CMDBalong withimplementing security to data, based on the user limitationnot just for ITSMtickets but also to core forms and foundation data, based on Onshore-Offshore User access limitation.
• Working hard to fix the root cause of issues by delivering service as a team sport with the 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 the implementation and integration of all modules.
• Worked with 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

Responsibilities:

• Maintained and administered the implemented instance of ServiceNow modules including Incident, Change, Problem, and service Catalog.
• Writing Business Rules, Client Scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Create and load Catalog items and record producers.
• Create Order Guides according to the 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 the 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 that require modifications of UI Pages/Macros.
• Build reports, gauges, and home pages.
• Worked on the latest release Istanbul which is the 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 the 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 the following classes using the 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 the ServiceNow Agile Modules, Stories, Configuration, Testing and Enhancement
• Conduct third party security assessments
• Partner with product leadership and external clients to foster an understanding and confidence in the 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 the performance of key Portfolio components. Analysing risks and benefits during "Phase Gate reviews"
• Optimize and Balance the 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 the knowledge base.
• Integrated Twilio with 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

SQL and Database Internship

Responsibilities:

• Learned authenticate and authorize users.
• Assign server and database roles
• Authorize users to access resources
• Protect data with encryption and auditing
• Describe recovery models and backup strategies
• Backup SQL Server databases
• Restore SQL Server databases
• Automate database management
• Configure security for the 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.