SUMMARY

• Qualified IT Professional with over 7+ years of work experience.
• A ServiceNow specialist with 4+ years of work experience implementing and supporting large applications as a ServiceNow developer and administrator.
• Certificate Scrum Master.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate Servicenow with internal/ external systems and tools.
• Design and develop ready - to-use standardized solutions and offerings.
• Expertise in Design and developing custom applications in ServiceNow and utilize its potential in PaaS (Platform-as-a-Service)
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Developed business requirements and technical design documents for implementing Service-Now.
• Hands on experience in web development using HTML, JavaScript, Angular JS, and CSS.
• Moderate and maintain an internal forum for Servicenow queries and discussions.
• Working knowledge of Agile, Scrum, Waterfall, Iterative and Spiral methodologies.
• Strong experience on testing methodologies and experience on preparation of test plans, and support for Integration Testing & UAT.
• Experienced in the management of all phases of the application lifecycle and best practices including Requirement Gathering, Design, Development, Testing (application code and user acceptance)
• Strong experience in performing different types of testing including System Testing, Functional Testing, Integration Testing, Regression Testing, User Acceptance testing, Smoke and Unit Testing.
• Good understanding of different Software Development Life Cycle (SDLC) models and QA Methodologies.
• Expert in creating test plans and writing/running automated test scripts to pinpoint software defects, track bugs, close open defects and validate functionality.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Drive the standardization and maturity of the GRC program across global operations
• Experience in GRC PA module to configure reports and KPI

TECHNICAL SKILLS

ITSM Tools: ServiceNow Berlin/Calgary/Dublin/Eureka/Fuji, ManageNow

Programming Languages: Core java, J2EE, C/C++, Shell Script

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Version Control Tools: CVS, SVN

Operating Systems: Linux 7, UNIX

PROFESSIONAL EXPERIENCE

Confidential, Long Beach, CA

ServiceNow Developer / Administrator

Responsibilities:

• Project involved design and configuration of Service Level Agreements and Operational Level Agreements in ServiceNow tool for both Internal and External service providers. Worked in the Service Catalog, Dashboards, and Incident Management module customizations along with enhancements.
• Worked on workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.
• Worked with administering and developing on ServiceNow Platform, using versions: Jakarta and London as well.
• Responsible for managing clone scheduling process & Asset management role request functionality.
• To speed the change and incident automation I have used ServiceNow Express to resolve tickets and recurring issues.
• Used service catalog to merge two service catalog systems in to one application.
• Maintained service level agreement (SLA) and monitoring SLA workflow. Set up the SLA for the incident, problem, change management processes as per the requirement.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• With the help of visual task boards I used to assign work to the team members by adding tasks. This made me work easier.
• Created of outbound/inbound SOAP and REST messages and invoking the script in scheduled loads. Adding existing projects to a portfolio using PPM.
• Created Transform Map scripts for effective data loading into target fields. Used Transform maps to import Data to Configuration Management, managed product catalog to import the configuration item records in ServiceNow. Data conditioning before an Import set and Transform Map is run. Hand's on experience with Helsinki upgrade.
• Using PPM to create a portfolio to measure the progress of the projects.
• Having experience on developing new service requests
• Open Source JavaScript Library: JQuery (Core, Selectors, Attributes, Ajax, Utilities, Internals) and Angular JS (Tables, Forms, Input Validation).
• Experience in web development (UI) using Java, HTML 5, CSS 3, JSON, Angular JS and JQuery.
• Customization and Enhancements of latest Servicenow modules like HR Case Management, Servicewatch, Time card module and On Call scheduling modules.
• Creating 5 different customer portals for different functional areas based on HTML, Jelly and Bootstrap. LDAP integration. Discovery setup to extract network devices and create a relationship for the new CIs (new class)
• Created necessary email notifications processes to handle log response for scheduled data loads and inbound Email actions for various tasks like Incident, Problem and Change.
• Set up the integration of ServiceNow with Splunk, so that Splunk team can monitor the CI gathered by the discovery.
• Used SCRUM methodology for the development and for defect tracking.
• Developed application prototype on sandbox instance (Fuji) for client's approval. Involved in developing Data Model, Functional Design Document.
• Worked on Service Catalog and Request Workflow Design and Configuration.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes. Coordinated with Offshore team and monitored the work on daily basis.
• Configured UI Page and UI Macro using the Jelly, Angular JS and JavaScript.
• Created portfolio by using demand management and project management.
• Created and maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Wrote Classifiers and Identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Created events, event based scheduled notifications for log entries. Integrated with HEAT using Inbound Email Actions and Outbound Email Notifications.
• Used Glide AJAX and Asynchronous calls in script includes for standard practices. Extensive experience on implementing the AJAX features using JavaScript, Jelly, and jQuery.
• Created customized UI Actions for user processes and makes them available on forms for restricted users. Construction of UIs using jQuery, Bootstrap and JavaScript.
• Involved in redesigning the workflows using ServiceNow workflow editor. Designed Workflows, along with standard Workflow templates which can be reused.
• Configured multiple Catalog Items Front-end web/ GUI components using JavaScript, CSSand HTML5. Involved in various upgrade and migration activities.
• Integrated LDAP directory to streamline the user login process to automate the administrative tasks, such as creating users and assigning them roles. Integrated LDAP service account credentials to retrieve the user distinguished (DN) from the LDAP Server.
• Setup MID Server used by Discovery and troubleshooting problems with the tool configurations. Involved in MID Servers for granted access to the SNMP devices by the ACL.

Confidential

ServiceNow BA / Administrator

Responsibilities:

• Populating the database with new customer information on daily basis through LDAP. Worked on SLA's and workflows for request management and e-mail notification integration. Extract and loading new information from different sources through import sets.
• Involved in gathering the requirements from the business team and writing the technical design documents.
• Implementation of Custom Applications, Modules, Tables and Views as per client's requirement.
• Customized form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Experience in configuring email notifications in ServiceNow. Configuration of Email Notifications and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness. Developed the front end for the application using AngularJS and Jquery.
• Prepared documentation for requirements, design, installation and unit testing and system integration of ServiceNow.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Creating whole new knowledge base application according to user requirements and developing UI pages using macros and working with HTML5, XML, CSS and BOOTSTRAP.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's. Set up the SLA for the various ITIL processes as per the requirement. Involved in redesigning the workflows using ServiceNow workflow editor.
• Implemented Social IT and Chat Application for the end user support. Involved in various ServiceNow customizations as per client's requirement.
• Interfaced process owners and production Assurance work streams to ensure tool functionality meets business needs.
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents.
• Responsible for managing clone scheduling process & Asset management role request functionality. Involved in solving tickets in PROD and played as an Admin.
• Worked on loading the data into ServiceNow using import sets.
• Contributed to technical discussions and be involved in the decision making process with other senior engineers to resolve product issues.
• Managed the activation status, profile, and roles assigned to each user in ServiceNow.
• Worked on LDAP and SSO integrations. Very good understanding of Integration with SOAP, JDBC, and ODBC.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Provided training and support to all Service-Now users.

Confidential, PA

ServiceNow Administrator

Responsibilities:

• Implement the Incident Management, Problem Management, Knowledge Management, User Administration and Configuration.
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, implementing new functionality, homepage customization.
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for Servicenow modules.
• System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Security, Users, and Groups. Reports, Service Level Agreement, Notifications, and Alerts.
• Manage system configurations, gather and document user and process requirements, develop workflow customizations, and support quality assurance teams. Perform core configuration tasks.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Document business requirements/ process and build solutions.

Confidential

UI Developer

Responsibilities:

• Gathered Involved in translating Business Requirement into Technical Requirement.
• Involved in all the phases of SDLC including Requirements Collection, Design and Analysis of the customer specification from the Business Analyst.
• Involved in developing the UI pages using HTML, CSS, JavaScript, JSON, jQuery, AJAX.
• Designed UML class diagrams and Use Case diagrams to understand the code easily.
• Oracle9i database was used as back-end layer
• Used JDBC API to communicate with the database.
• Developed various test cases such as unit test, mock test and integration test using JUnit.
• Used jQuery and AJAX for service calls on pages to interact with the server for information.
• Utilized various JavaScript and jQuery libraries, AJAX for form validation and other interactive features.
• Used AJAX, JSON to send request to the server to check the functionality of the website.
• Developed the presentation layer and GUI framework that are written using JSP
• Client-side validation was done using JavaScript.
• Extensively involved in the development of Java Server Pages (JSP)
• Involved in performance and SQL Query optimization.