SUMMARY

• Over all 5 years of IT experience and 3 years’ experience in implementing end - to-end Service Catalog, Incident Management, Knowledge Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Worked with UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc. in ITIL/ITSM V3 processes.
• Exposure of working with email notifications, inbound actions, reports, gauges, and home pages.
• Experience in configuring and maintaining BMC Remedy Foundation Data, ITSM environment such as ServiceNow -Siebel, ServiceNow - Web service integration with third party application, HP SM- MS exchange.
• Hands-on experience with implementing configurable SLA management and License management.
• Deft at analysis, development, testing and deployed new releases into ServiceNow from June to Aspen to Calgary.
• Answered the needs for business workflows, ticketing or other ITSM requirements; handled Bug Fixes and enhancement requests following Software Lifecycle using SDLC SCRUM.
• Generated operational reports and KPI analysis; responded to service requests and provide incident resolution.
• Designed, developed, unit tested, documented, and deployed software features on the ServiceNow platform.
• Expert in JavaScript, JQuery, prototype and used in ServiceNow.
• Expertise in writing SQL Queries, Dynamic-queries, sub-queries and complex joins for generating Complex Stored Procedures, Triggers, User-defined Functions, Views and Cursors.
• Appreciated for suggesting and implementing performance changes throughout different modules of ServiceNow by converting sync server calls to async and use of scratchpad.

TECHNICAL SKILLS

Primary skill: Service Now (ITSM) Development & Implementation

Scripting: JavaScript, jQuery, Prototype, Jelly scripting, VB scripting

Languages: Java, J2ee, VB, Confidential, Confidential ++, HTML, XML, .net, Android Basic

Database: Oracle, MY SQL, MS-Access..

PROFESSIONAL EXPERIENCE

Confidential, Houston

ServiceNow Administrator/Developer

Responsibilities:

• Development ofServicecatalog which includes creating new catalog items, designing workflows and execution plans.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge,ServiceCatalog, CMDB in ServiceNow.
• Implemented Knowledge Base and knowledge portal.
• Customized applications for internal teams such as Travel, Facilities.
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Creation of Incidents andServiceRequests for the supported applications, first point analysis on tickets and assigning them to L2/L3 otherservicelines based on the scope.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on domain separation.
• Designed and implemented ServiceNow Integration solution with Emails, SMS, and Alerts.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• 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 which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Environment: Service Now, Crystal reports 2008/9.x, Netcool, CSS, HTML, WebServices, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008.

Confidential, BOSTON, MA

Servicenow Administrator

Responsibilities:

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles
• Manages 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)
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinated installation of ServiceNow upgrades and/or service packs.
• Established and maintained effective communications with customers, other technology specialists, and vendors about services.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Environment: Service Now, JavaScript, HTML 5, Windows 7, XHTML and XSL.