SUMMARY

• A Qualified IT Professional with 7+ years of experience including 5+ years of experience as a Service - Now suite developer and administrator.
• Experience as Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing requirements provided by the client and documentation
• Experience in Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, and SLA Management.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Strong exposure to ITSM applications like Incident Management, Problem Management, Change Management, Event Management, Asset Management, CMDB, Service Level Management, Service Catalog Requests, Content Management, HR Management
• Experience in performance tuning of Remedy and Service-Now Setups.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, and CMDB.
• Good knowledge on Orchestration
• Experience with Windows Active Directory automation using ServiceNow Orchestration
• Expert on Service-Now Discovery module, comfortable deploying discoveries in a multi-datacenter environment..
• Experience in upgrading of ITSM suite from 6.x to 7.x (6.3 to 7.5.) and 7.6 to 8.1
• Experience in configuring / maintaining / customizing ITSM 5.5 / 6.0 /7.x/7.6.x Incident, Problem Management and Change Management modules based on user requirements.
• Expertise with creation and configuration of Service-now Applications, Modules, Business Rules, Client Scripts, UI Policies, UI Actions.
• Experience in working with Service-now Workflows, Import Sets and Update Sets.
• Expertise on creation of workflows for Service Catalog items in Service-now.
• Excellent experience in Service-now Administration and Production support including maintenance of lower life cycle instances.
• Experience in migrating between various environments in Service-now.
• Experience in loading the data into Service-now using import sets
• Hands on experience in, Master AR Suite, AR Schema, Flashboards, Remedy EIE, Remedy Web Services, SLA Management.
• Experience in creating an Access Control Rule (ACL) and use of scripting tools and Service-now functionality to create script to automate routine tasks being done in Service-now
• Worked on Customization of SRM according to the client’s requirements and Configure with respect to backend applications i.e., Incident and Change Management.
• Experience in Helpdesk / Service Desk, Change Management, Event Management, Asset Management, Change Tasking, Service Level Agreement processes.
• Extensive knowledge of Remedy workflow such as Request Forms, Active Links, Filters, Active Link and Filter Guides and Escalations.
• Good understanding of Remedy Mid-tier system, Web Services, Crystal Report.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Familiar with Service-now Content Management System (CMS)
• Experience in developing Crystal reports and converting crystal reports to Business Intelligence and Reporting Tool (BIRT) reports for web applications.
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Knowledge Management/Document Management which contains SOPs for Incident Identification, Resolution, and Escalation Contacts etc. are maintained with 100% availability of the documents upon regular audits.
• Incident Management where issues of high critical Infrastructure and Applications in production environment were facilitated with escalations, outage communications, and bridge calls management targeting restoration of services the sooner. Monitoring tools are leveraged to detect the most of the incidents.
• Problem Management where recurring issues are ticketed and discussed in the global meetings in regular intervals for enriched permanent solution.
• Change Management where the configuration items’ (CIs) change request are approved after understanding the business impact, operation hours, duration of the change and reason for the change.
• Configure Service-Now tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Experience in Auditing and Archiving of Remedy and Service-Now applications.
• Good communication, analytical, leadership and project management skills

TECHNICAL SKILLS

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

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

Databases: Oracle 10g, MySQL

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

Service now versions worked: Eureka, Fuji, Helsinki

PROFESSIONAL EXPERIENCE

Confidential, DE

Service Now admin / Developer

Responsibilities:

• Service catalog development which includes workflows designing, creating new catalog items, and execution plans
• Day to day administration, support, maintenance to develop solutions in snow and providing support within admin team and worked directly with end users and third party vendors to solve issues in service now and some other applications integrated with service now like workday.
• Coordinating the instance upgrade activities.
• Writing client side scripts according to requirements.
• Experience in Helpdesk / Service Desk, Change Management, Event Management, Asset Management, Change Tasking, Service Level Agreement processes.
• Generating notifications, business rules, business rules, UI Policies, ACLS, UI Actions
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Writing server side scripts according to requirements.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Writing Catalog client scripts and UI policies to make client side changes.
• Redesigned complex workflows to simpler form using workflow editors
• Working on different kinds of variables and variable sets.
• Generating reports as per user requirements and displaying them on dash boards.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Created functional and technical specifications documents for various Service-now modules
• Worked on change management module by enhancing the tool and made it easy to understand.
• Worked on CMDB from the scratch.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Event management Knowledge, Service Catalog, CMDB in Service-now
• Configured multiple forms for Asset module using Configuration Management Database.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.

Confidential, Cary NC

Service Now Developer /admin

Responsibilities:

• In compliance with enterprise architecture developed and maintained the application architecture for business functional areas.
• Worked on modules such as knowledge base, CMDB & ITSM.
• Service catalog development including designing workflows, developing new catalog items, and execution plans
• Worked on Incident management and change management modules as per the requirement.
• Maintaining Communication with Business Clients and been the first point of contact for application issues and outages between Business and Technology Team.
• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3 other service lines based on the scope.
• Incident tracking from Opening to Closure, with timely communication to business.
• Designed and implemented Service-now Integration solution with Emails, SMS and Alerts.
• Created Service now suite configuration in service now fulfillment, service catalog, Dash board.
• Developed code in mid-tier server integrating service now.
• Developed internal communicating medium by Configuring chat functionality for Service Desk ticketing queue
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Creation and Estimation of efforts for software change requests or Event Management.
• Created data sources and loaded the Service-Now tables with different data formats
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Event management and Service Catalog
• Created directory system agent using LDAP server.
• Designed many email templates by using html and jelly scripting and used them in notifications
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created transform maps for importing CMDB data.
• Worked on offshore team and can understand encryption/decryption methodologies.
• Created Buttons and context menus both on form and lists using UI actions
• Written script includes and invoked them in business rules and client scripts
• Imported many CI’s using import set tables
• Imported Active Directory to Service now using data sources.
• Created transform maps both automatic field mapping and scripting

Environment: Service-Now, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, MS SQL server 2008.

Confidential, Raleigh NC

Service Now Admin

Responsibilities:

• Working with client and functional requirements within Service Now.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Helpdesk / Service Desk, Change Management, Event Management, Asset Management, Change Tasking, Service Level Agreement processes.
• Designed many email templates by using html and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts
• Imported Active Directory to Service now using data sources.
• Responsible for maintaining of ITIL modules such as Incident Management, Change Management, Event management, Problem Management
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.

Confidential, NYC

ServiceNow Developer

Responsibilities:

• Gathered the requirements and provided design for the catalog item implementation of two services: Tech Refresh and New Software request.
• Requirement gathering for the New Server Procurementcatalog item (it was later moved into phase 2 for implementation)
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Developed documentation as needed (e.g. technical design, developer notes, etc.)
• Integrated ServiceNow with external SOAP based WebServices
• Performed core configuration tasks including UI policies, business rules and client scripts.
• Managed users, groups and roles in ServiceNow.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Performed migration activities (Dev to QA, QA to Prod) using UpdateSets.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigated performance issues, learn troubleshooting tools, and use system logs to find issues.
• Coordinated installation of ServiceNow upgrades and manage the event for any incident.
• Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Developed and improves user systems procedures, and prepared systems documentation.
• Established and maintained effective communications with customers, other technology specialists, and vendors about services.
• Worked to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: Service Now, JavaScript, HTML 5, Windows7

Confidential, IL

Java Developer

Responsibilities:

• Object Oriented Analysis and Design for the system from use case and requirement documents using UML, Rational Rose.
• Involved in designing system architecture and identifying proper patterns and framework for the system.
• Participated in analysis activities, software design and design reviews with Sun Microsystems.
• Communicated with Business Owners to finalize Use Cases, Design documents and System Architecture documents.
• Designed EJB components using EJB design patterns. Used J2EE Design Patterns such as Session Facade, Business delegate, Factory, Request Helper, Command, Singleton, Value Objects and Data Access Object.
• Designed Presentation layer using MVC, Struts framework. Designed Action classes, Action forms and controller design.
• Designed wizard based Credit application module for the application. This module is the heart of the application and was a complex one.
• Co-ordinate the user interface design with the separate group responsible for the HTML layout.