SUMMARY

• Over 7 years of Professional IT Experience inServiceNowplatform as both Developerand Administrator.
• Experience developing ServiceNow applications from business requirements and technical design documents. Involved in Scrum/SDLC for the development of ServiceNow.
• Good understanding of Helpdesk / Service Desk, Asset Management, Change Tasking, Service Level Agreement and Service Request Management.
• Experience in the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.
• Work on Client side and Server side scripting according to the client requirements using Glide Record API’s.
• Experience in collection of multi projects with the company using Project Portfolio Management (PPM).
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Created various frontend forms, and associated Client Scripts, UI policies.
• Experience in making automation of the workflows and updates of MID server.
• Participated at various levels of customization in Incident management and Change Management, Service Request Management applications and custom - built applications for various clients in different industry segment
• Experience in LDAP Configuration and Connection Management.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow & SSO (Single sign-on).
• Created SLA, Schedules and attached these to the incident/change/requested items and various Service Offerings etc.
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates.
• Importing asset data from external data source to ServiceNow.
• Experience in creating Service catalog work flows such as Procurement, approval, events.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Experience in configuring and customizing Data sources, Transform maps, Data policies.
• Good communication, analytical, leadership and project management skills.
• Excellent team member with a strong ability to lead and balance multi-project workload.
• Configuration of Email Notification and Email Integration.
• Experience in creating Knowledge articles for better understanding to serve end users.
• Experience in loading data into ServiceNow using Import Sets.
• Experience in creating reports, Dashboards and scheduling the report generation in ServiceNow.
• Experience in proper understanding of CMDB and related CI and their attributes.
• Experience in configuring the Access Control List (ACL) in ServiceNow.
• Experience in creating Update Sets to migrate group of customizations from one instance to another instance.
• Experience with GRC(Governance, Risk, Compliance) process such as Documentation, policy creation, monitoring and verification, Reporting.
• Skilled in gathering Specific, Measurable, Attainable, Realistic, Timely (SMART) requirements and mapping them into functional specifications emphasizing on workflow analysis, UI design, business process analysis and process flows
• Hands on experience in creating Users, Roles, and User Groups
• Experience in gathering requirements and analysis of Risk Management and change Management.
• Expertise in creating Business Requirement Document (BRD), Functional Requirement Document (FRD), Use Cases, Activity Diagrams, System Requirements Specification (SRS) and Technical Requirement Document (TRD).
• Excellent work experience on Front-end and Back-end testing.
• Good knowledge on Software Asset Management and software licenses along with its impact.
• Experience on various IT Services of Service Now tool like Incident, Problem, Change, and Service Catalog requests, Service Portals, Report, Gauges and Web Service Integration along with MID Server.

TECHNICAL SKILLS

ITSM TOOLS: ServiceNow, BMC Remedy, HP Service Manager, ITSM Suite

Web Technologies: HTML, XML

Operating Systems: UNIX, Windows XP/7/8/10, Linux, Windows XP,2000,10

Databases: MS SQL Server, My SQL, Oracle, MS Access

Reporting Tools: ServiceNow Reporting, SQL Server Reporting Services and Data Reports.

PROFESSIONAL EXPERIENCE

Confidential, Meridian, ID

ServiceNow DEVELOPER/ ADMIN

Responsibilities:

• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Worked with escalating issues, diagnosing, resolving with the help application like incident management, Problem management.
• Ensures cross functional communication occurs between development activities and understands the whole solution - BIG PICTURE.
• Integrating ServiceNow with Azure, PagerDuty and PeopleSoft (JDBC, Web Services, Data Sources)
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• Gathering and documenting user and process requirements.
• Collaborating effectively with other ServiceNow administrators to develop global solutions.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Customizing form layout and designing forms.
• Configured end to end process for Knowledge management and worked on the knowledge Centered Support (KCS) plugin.
• Ensuring appropriate tools and processes are in place to have a development/production environment that is reliable and reproducible.
• Communicated with end users, identifying their difficulties and changing the applications as per their requirements.
• Worked in the areas of Define, Document, Maintain and Enforce Project Coding Standards
• Created various frontend forms, and associated Client Scripts, UI policies, and advanced customizations that require modification of UI Pages/Macros.
• Involved in upgrading to Helsinki and fixing the bugs. Developing solutions to the fix the issues with in the given time frame.
• Ensuring appropriate tools and processes are in place to have a development/production environment that is reliable and reproducible.
• Developing workflow customizations and supporting the Service Transformation teams.
• Collaborated to gather data from multiple sources and contributed in data analysis and data cleaning required for data migration.
• Analyzed agency wide workflow systems to identify opportunities for improvement through automation and thereby developed flowcharts using BPM and MS Visio 2010.
• Customization of ServiceNow applications.
• Identify system deficiencies and recommend solutions.
• Performed Troubleshooting issues arise on the Linux server.
• Executing Test Plan (Test Execution), Performing User Acceptance Testing (UAT) activities
• Configuration of service portals/configuration and support of GRC and Security Operations-related processes.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables that are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client-side changes.
• Taking frequent back up of data, create new storage procedures and scheduled back up using Linux.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Involved in customization of forms for various ServiceNow applications.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Involved in various ServiceNow customizations as per client's requirement and in migration between various ServiceNow instances using Update Sets.
• Involved in upgrading version of ServiceNowfrom Fuji to Geneva with focus on Service Catalog and haveKnowledge with patches for same version.
• Implement bug fixes and performing root cause analysis.
• Worked on Glide AJAX and Glide Records for scripting and UI actions.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives.
• Have good amount of knowledge on the Software license agreements and furnishing the reports on the dashboards.
• Good knowledge on Software Asset Management and software licenses along with its impact.
• Good understanding on the license subscription and compliance issues.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Designed and created homepages including basic reporting, gauge configuration and dashboard presentation.
• Involved in gathering the requirement when migrating from the JIRA to ServiceNow.
• Deployed applications on AWS by using Elastic Beanstalk.
• Worked on ITOMS deployment, implementations.
• Worked on orchestration workflows, incident impact analysis and on the infrastructure configuration.
• Worked on the alerts that triggered in the dashboards
• Dealt with the discovery on the sensors and probes areas, MID server installation.
• Involved in the configurations of the discovery and setting up the discovery.
• Configured the MID servers and worked on the credentials part as well.
• Event field mapping, Event process flows, and configured event rules for tracking.
• Good knowledge on the asset management and CMDB.
• Involved working with Discovery tool.
• Worked on configuring email notifications and alerts.
• Participated in the technical meetings and decision making to address the day to day product issues.

Environment: Java Script, Jelly Script, XML, JSON, AJAX, jQuery, HTML, ServiceNow Istanbul/Helsinki/ JIRA, Azure MySQL, SOAP.

Confidential, Buffalo grove, Illinois

ServiceNow Developer/Admin

Responsibilities:

• IT Service Management applications development on ServiceNow platform to automate the day-to-day corporate business processes.
• Created and used update sets to move customizations between the instances.
• Created and maintained custom applications as per user requirements.
• Created mobile application and to get the current location and also keep the track of the current location.
• Worked in maintaining CMBD and populating it with configuration items (CI).
• Worked on Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
• Involved working in Service watch module with Fuji version and later.
• Worked on service Watch to discover and map the relationships between datacenter components that comprise specific business services, which provides insights into how those services are delivered and how they are performing
• Worked on the Creating Project Portfolio Management (PPM) and sub-project associated with it.
• Experience in PPM understanding like start date, End date, risk, Scope, Cost, ROI%, complete%.
• Involved in transfer of data from one instance to other by creating and modifying Update sets.
• Created and maintained custom applications as per user requirements.
• Knowledge on UML in creating Flow charts, Use Cases, Class diagrams, Sequence diagrams and Activity diagrams.
• Worked on GRC modules likes control, Risk, Policies, Documentation, Monitor, and Reporting.
• Worked on GRC policy creation with understanding entities, Risk & Control.
• Performs conformance reviews for requirements, estimating, business design, technical design, and produce.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Developed Integration with System Center Configuration Manager (SCCM).
• Experience in working with Event management, Service mapping using Service mapping.
• Gathering requirements from the business users, writing functional/technical documents and test cases.
• Experience in post implementation and supported any issues and resolved them accordingly.
• Created SLA, Schedules and attached these to the incident/change/requested items and various Service Offerings etc.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Experience in writing of custom sensor for processing the data. Probes to Collection of data.
• Experience in the clear understanding of the PPM Application and its modules, Project status.
• Hands-on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Involved in resolving the tickets associated with the other integrated application.
• Involved in creating workflows for the knowledge articles, owners.
• Worked in creating Service catalog work flows such as Procurement, approval, events.
• Migration from BMC remedy to ServiceNow.
• Creating custom Tables, Fields and configuring Access Controls over them. Experience in designing, implementing, securing and maintaining the computer systems for its test, development and production environment.
• Experience with Management Platforms such as AWS, VMware, AZURE, BMC, SharePoint and integrating these platforms using ServiceNow discovery.
• Used SERVERSIDE SCRIPTING (Business Rules, UI Action, UI Macro, UI Page) to meet the data requirements set forth by the Customer and working on running Schedule jobs.
• Migrated customer support and alert ticketing from CA Service Desk to ServiceNow for all monitoring tools leading to saving money by lowering maintenance and license agreement costs.
• Experience in Asset management module with categories of asset models, Create asset models, creating individual asset models.
• Generating the audit evidences through Active Directory, Change Auditor and PowerShell commands.
• Importing asset data from external data source to ServiceNow.
• Implement bug fixes and performing root cause analysis.
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Development and design of Self Service Portal.
• Experience in Making the updates automation and workflows.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Orchestration development and implementation for SQL Deployments.
• Worked on different patterns in the discovery to configure the CI.
• Experienced in conducting User Acceptance Testing, SWOT analysis, Cost benefit analysis and ROI analysis.

Environment: Windows 7, JavaScript, XML, HTML, ServiceNow Jakarta/Istanbul/Helsinki/ Geneva, CSS, AJAX, CMDB, ITOM, PowerShell, Azure, BIRT 2.5.1, SQL Server.

Confidential, Dallas, Tx

ServiceNow Admin/Developer

Responsibilities:

• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads.
• Involved in writing and modifying scripts for application deployments as well as system monitoring.
• Analyzing the workflows so that the existing interfaces and the OOTB functionalities were not disturbed to meet client requirement with successful outcome.
• Creating technical specification documentation after all the work has been done.
• Scheduled cloning and migration of data from instances with ServiceNow.
• Monitored and administered automated build and continuous integration processes to ensure correct build.
• Created user access control to restrict users based on user roles and assigned security permissions.
• Creating scheduled jobs/tasks, monitoring ticket queues and generating reports/ statistics. Working knowledge of Knowledge base articles, incidents, CMDB and dictionaries.
• Provide training sessions on ticketing tools, reporting and data entry. Developed UI Actions, script includes and Business rules for overall platform.
• To set up Configuration Management and defining the CI classes and their relationships.
• Used data Sources & web integrations for setting up the configuration database in ServiceNow.
• Created complex transform scripts in transforming the data into the SNOW database.
• Experience of integrating ServiceNowwith third party tools and implementation of SOAP & REST API.
• Responsible for the ServiceNowtool administration module and creating new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Building catalog items from scratch along with advances customizations as per the complex requirements.
• Configured and executed client's scripts/UI policies.
• Attended Review Meetings and Project Meetings, Analyzed Business Requirements and FunctionalSpecifications and performed the development.
• Developed Reports using complex queries as per client request as a part of production support.
• Extensively involved in coding of the Business Rules through PL/SQL using the Functions, Cursors, Triggers, Stored Procedures, and Packages in the server side.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting.
• Developed new service catalog items and fix bugs in incident, problem and change management.
• Created various frontend forms, and associated Client Scripts, UI policies.
• Worked on troubleshooting issues that were related to authentication on midserver users.
• Worked on ITOMS event management, horizontal patterns related to discovery.

Environment: Service-Now Eureka/Fuji, JavaScript, XML, JSON, HTML, jQuery, Jelly Script, SQL, SOAP, REST.

Confidential

ServiceNow Admin/Developer

Responsibilities:

• As per the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.
• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Created all JavaScript logic (validation, animations, transitions, template, date picking)
• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
• Experience Collaboration effectively with other ServiceNow administrators to develop solutions and handle general updates and configuration changes/requests.
• Configuring Integration Web Services with Third Party application by using SOAP Web service.
• Experience in gathering requirements and analysis of Incident Management and change Management.
• Created AngularJS Services to contact backend Web API to fetch needed data.
• Experience in writing shell scripts, integrating database code, testing and debugging, and contributing to code bases using PERL.
• Have exposure in software installation with On-Premises Software.
• Experience in Maintenance and Improving Visibility
• Experience in data Normalization.
• Worked on Testing and Implementation of the blocks of code.
• Enhancing the Service-Now with customized JavaScript code to support the new business needs.
• Involved in upgrading to the latest version of ServiceNow and helped in fixing the bugs.
• Gathered requirements for SLA and configured in ServiceNow.
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Creating technical specification documentation after all the work has been done.
• Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.
• Involved in performance tuning of the ServiceNow and worked on System Diagnosis.
• Created user manuals for all the users on using Info View and exporting reports to various formats.
• Scheduled cloning and migration of data from instances with ServiceNow.
• Installation of the MID server under ITOM and worked on credentials by creating user accounts.

Environment: Service-Now Dublin, JavaScript, XML, JSON, HTML, jQuery, Jelly Script, SQL, SOAP, REST.

Confidential

ServiceNow Developer

Responsibilities:

• Working with the client and functional requirements within ServiceNow.
• Development ofservice catalog which includes creating new catalog items, designing workflow and execution plans.
• Created various workflows for Incident Management, Change Management, Request Management,serviceRequests.
• Design and implementing new functionality using Business Rules, UI Policies and Access Lists, UI Actions, Script Includes etc.
• Provided access control on the user table for the end users in the service Portal.
• Created business applications that extends task table using Platform Run time (Create Now).
• Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, diagnosing, resolving, monitoring and reporting in ServiceNow.
• Created guidelines on updating incident records and ensured to track the progress and resolution
• Coordinated service Catalog options, including two steps check out, cart controls, and variables.
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Involved in performance tuning of the ServiceNow and worked on System Diagnosis.
• Migrated the data from internalServiceNow tools using import sets into the Portal.
• Created user manuals for all the users on using Info View and exporting reports to various formats.
• Used data Sources for setting up the configuration database in ServiceNow.
• Following up with clients, interacting with end users on process requests, user training etc.
• Creating technical specification documentation after all the work has been done.

Environment: ServiceNow/Dublin, ITIL, Java Script, XML, CSS, jQuery, HTML, CSS, Windows-7