SUMMARY

• IT professional with total 5+ years’ experience as a ServiceNow System Administrator/Developer
• Service Now expert with experience on implementing end - to-end Service Catalogs, Incident Management, Configuration & Asset Management, Change Management and Release Management with knowledge of Content management, Service Catalog requests, Reports, Gauges, and Web Service Integration along with MID Server
• Extensive knowledge and experience in implementation and Administration of ServiceNow
• Experience within the ITSM environment such ServiceNow - Web service integration with third party application.
• ServiceNow administration and production support including maintenance of lower life cycle instances.
• Functional knowledge and implementation experience of ITSM frameworks
• Experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test
• Experience in creating Applications, Modules, Tables and Columns
• Experience in configuring SLAs for various ITIL process as per the client requirements
• Experience using DISCOVERY to load configuration information to CMDB
• Strong experience in working with Servlets, Web-Services (SOAP, REST)
• Worked with Active directory and Single-Sign On
• Experience in configuring Email Notifications in ServiceNow, UI Pages, UI Macros, Scheduled Jobs, Script Includes and Events
• Experience in implementation of Business Rules, Date Dictionary, UI actions, UI Policies, Client scripts and validations Scripts in ServiceNow
• Strong experience in working in various software development practices like Waterfall, Agile
• Hands on experience on working with Jakarta, Kingston, London
• Experience in requirements gathering, technical design documents, process implementation, testing and interaction with the direct clients and stake holders
• Prepared various documents like Functional Specifications Document and Design Document
• Pursue a proactive approach to problem solving

TECHNICAL SKILLS

Operating Systems: Windows, Unix and Linux

Web Technologies: JDBC, JavaScript, AJAX, XML 1.1.3 and HTML, CSS, JSON, Bootstrap, AngularJS

Databases: SQL Server, Oracle and MS Access

Programming Languages: Java, J2EE, SQL, AJAX, JavaScript, JSON, XML

Development IDE(s): Eclipse, Net Beans

Application Tools: ServiceNow, SQL, Remedy

PROFESSIONAL EXPERIENCE

Service Now Developer/Admin

Confidential, NJ

Responsibilities:

• Involved in requirement gathering sessions with the client and created the specification documents (technical and functional) as per the requirements.
• Implementation and Administration of ITSM (Incident, Problem, and Change) Management.
• Importing Configuration Items data into CMDB using Discovery.
• Upgraded ServiceNow Instance from Jakarta to London
• Processed the server-side data by utilizing scripts like Business rules and Script includes.
• Customized the forms using UI policies and Client Scripts.
• Centralizing access and management for all authoritative sources and controls.
• Configured portals, pages and widgets for user friendly pages using Service Portal.
• Created multiple email scripts and used them in the email notifications as per client requirement.
• Designing Workflows and modifying existing workflows according to new requirements in an efficient manner.
• Implementing Governance, Risk, Compliance (GRC) methodology to manage the strict and complex regulatory and industry requirements.
• Provided simplified, team-oriented approach to Project Portfolio Management (PPM) and IT development by combining several individual applications
• Customized HR processes as per the user requirements.
• Worked on Event Management for managing and configuring events.
• Implementation, Customization and Maintenance of Knowledge, Service Catalog in ServiceNow.
• Created multiple Inbound Email Actions as required by the client.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Performed migration activities Dev to QA and QA to Prod

Environment: ServiceNow, ITIL, HTML, CSS, JavaScript, CMDB, Client Scripts, Business rules.

Service Now Admin/Analyst

Confidential, Atlanta, GA

Responsibilities:

• Analyzed, designed, scripted and tested table titles on mobile application.
• Worked on new email template designs.
• Provided excel data for clean-up of groups by fix scripting.
• Created and updated services in CMDB.
• Created transform maps both automatic field mapping and scripting.
• Worked on Reports and dashboard.
• Created workflows and web prototypes for client engagement.

Service Now Developer/Admin

Confidential, Baltimore, MD

Responsibilities:

• Was responsible for supporting, programming, configuring and customizing the ServiceNow tool, specifically the modules used by the IT Service Desk.
• Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists etc.
• Worked on the integration of ServiceNow with SharePoint, integrated Service Catalog and Incident module.
• Created workflows and web prototypes for client engagement.
• Created various designs, codes and test technical solutions for ServiceNow implementations.
• Experience in creating and configuring Business Rules, Client Scripts as per required functionality.
• Used mid server, web services, email and other relevant technology to integrate tools with ServiceNow.
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as: Configure users, company, site, location and other existing fields.
• Worked on integrating ServiceNow with external SOAP and REST based Web Services.
• Configured support groups, assignment rules, categorizations, CI data, SLA etc.
• Service Catalog and Request Workflow Design and Configuration.
• Created Buttons and context menus both on form and lists using UI actions.
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Created data sources and loaded the Service-Now tables with different data formats.
• Created transform maps both automatic field mapping and scripting.
• Worked on Reports and dashboard.

Environment: ServiceNow, ITIL, JavaScript, Web Services, XML, JSON.

Service Now Developer

Confidential

Responsibilities:

• Performed installation and testing of provided updates and new releases.
• Worked with business users to identify and refine business requirements and workflows.
• Reporting to include data extraction, import/export data, publishing, distribution, cataloging, report scheduling
• Worked on ServiceNow Discovery module, and also comfortable in deploying discoveries in a multi-datacenter environment.
• Good knowledge in Java & java script programming skill.
• Worked in the development of various forms using SQL development Skill.
• Strong knowledge of relational databases and SQL
• Very large-scale Web software development experience HTML and XHTML, XML, CSS.
• Strong AJAX development experience to include; familiarity with system programming and web protocols.
• Understanding of IT service management and the ITIL business process.
• Maintained service level agreement (SLA) and monitor an SLA workflow.
• Created new service catalog requests and items with variables.
• Created, monitored, modified, and publish service catalog workflows with approvals.
• Created and have used update sets to move and customized between systems to Search, populate and customize the knowledge base.
• Created an access control rule (ACL).

Environment: Form Creation, Business Rules, Script Include, Client Scripting, Jelly Scripting, Email Notifications.