SUMMARY

• Over 7 years of experience in all phases of quality management systems, production support, and software development life cycle processes. Over 3 years of experience in ServiceNow platform as both Developer and Administrator.
• Worked on multiple ServiceNow versions: Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston.
• In - depth knowledge of ServiceNow Architecture & technical implementation of Incident, Problem & Change Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations, Service Portal and ServiceNow CMS.
• Analyzed business requirements and designed & developed ServiceNow applications. Gathered and analyzed the requirements from stakeholders and provided industry level design solutions.
• 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.
• Configured Applications using ServiceNow used in ITIL Management. Undergone certification courses on ServiceNow System Administration, ITIL V3 and possess strong understanding of ITIL Foundations.
• Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale Service Now implementations.
• Expertise in implementation of ServiceNow modules, Data integration (CMDB) and ServiceNow catalog Items and migrating data from legacy ITSM applications into ServiceNow.
• Work on service asset and configuration management, defined and configured DISCOVERY schedules, set up mid servers and check for the connectivity.
• To analyze and validate data upon successful migration between various instances and to perform functional testing of system applications, updates and enhancements.
• Developing custom ServiceNow enterprise application’s, including analyzing system processes and development of enhancements to improve user experience and general system usability.
• Configured process workflows, build REST API’s authenticating requests using Basic and OAUTH.
• Experience in creating Client Scripts, Catalog Client Scripts, Script Includes, UI scripts and UI Policies.
• Experience in Implementing Single Sign On (SSO) using SAML 2.0.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Experience with configuring Access Control Lists (ACLs) and SLAs for various ITIL processes.
• Experience in Client Script/Calling server-side code using Glide Ajax in Client Script.
• Customized Scripting in Service Catalog/Email Template/Workflow script.
• Have a good working knowledge on cloud computing architecture.
• Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table record.
• Responsible for configuring and setting up ServiceNow (ITSM) Information Technology-Management application, including the maintenance and support in the implementation of all modules.
• Preparing TDSL document to guide users for improved optimizing on using the application more effectively. Also, created user manuals and performed UAT's.
• Possess strong interpersonal intelligence with demonstrated leadership skills.

TECHNICAL SKILLS

• ServiceNow
• Service Portal
• Incident management
• Problem management
• Change management
• Demand Management
• Project Portfolio Management
• Service delivery
• SLA Management
• C
• C++
• JAVA
• AJAX
• HTML
• CSS
• JSON
• JavaScript jQuery
• Bootstrap
• PHP
• SQL
• PL/SQL
• Jelly
• AngularJS
• Web Services
• WCF
• Unix Shell Scripts
• SQL Developer
• SQL*Loader
• SSMS
• TOAD
• Squirrel
• Internet Information Server (IIS 7.0/6.0/5)
• Mac
• Linux
• UNIX
• AIX
• SOAP UI
• JIRA
• UML
• Quality Centre
• Rational Suite
• Quality Center
• Load Runner
• MS SQL Server
• Crystal Reports
• HP quality center
• Microsoft Office Word/Excel/PowerPoint
• Windows 2000/2003/2008/2012.

PROFESSIONAL EXPERIENCE

Confidential, Riverside, CA

Sr ServiceNow Developer/Admin

Responsibilities:

• Involved in End to End ServiceNow Project development and played a central part in developing the ServiceNow applications streamlining the process system wide.
• Configure the application and provided industry level solutions on the design plan & development.
• Deep functional and technological knowledge of the Service Now platform as well as experience delivering medium to large-scale ServiceNow implementations.
• Expertise in analysis of end user requirements and business principles based on given documentation, work closely with tech leads and Business analysts in understanding the current ServiceNow environment and the variants.
• Building ServiceNow enterprise applications, ServiceNow IT Business Management applications such as Project Portfolio Management and Demand Management.
• Assemble, analyze the end user demands and business rules based on the documentation and developing the application as per the requirements draft.
• Experience on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.
• Designed & developed the end to end portal website in Service Portal. Configured the login page to integrate with the SSO and built various other pages for the smooth business transactions.
• Configure the web pages in ServiceNow CMS that are not supported on the Service Portal and integrated those CMS pages into ServicePortal.
• Lead the team in the ServiceNow Instance upgrade activities, cloning between various environments from different ServiceNow version’s.
• Created various catalog items and customized them as per the changing business needs.
• Experience with loading information from diverse information sources using Import Sets, Transform Maps. Configured web-services and instances access through a set of RESTful API’s.
• Experience acting as security admin and created various ACL’s and rules as per the requisites.
• Created Business Rules, Client scripts, UI Policies and UI Actions customize the instance as per the business requirements.
• Experience in Configuring Email Notifications, Inbound Email Integration and created Outbound Email Notifications using Email Templates.
• Participate in CAB meetings, creating change request, and to address the production releases that are scheduled across various applications in ServiceNow.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Experience in producing reports, dashboards & integrating Service-Now with third party applications.
• Created Record Producers, Order Guides, Catalog Client Scripts, Workflows, Script Includes.
• Involved in design, development and implementation of the Service Portal, coding in multiple programming languages such as JavaScript, Angular Java, HTML, CSS, jQuery, Bootstrap to develop and enhance Service Portal and ServiceNow web development.
• Designed and developed custom web pages in Service Portal, ServiceNow CMS.
• Experience creating new user profiles, grant privileges in the ServiceNow platform for enhanced security of the diligence.
• Going through various policies on the catalog items and applications as per the changing business needs & requirements.
• Proficient experience with the workflow monitor in developing complex workflows and customizing the applications in ServiceNow.
• Importing data sets, update sets between dev, test and production instances, configure notifications and alerts on day to day activities, services & data loads.
• Involved in managing system configurations, meeting and documenting user and operation requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third- party integration for Service Now platform.
• Experience working on LDAP integration with ServiceNow for obtaining users and groups.
• Experience in creating various probes in the CMDB to pull the custom data from various systems.
• Kept up the integrity of the ServiceNow tool across production and non-production environments. Involved in production support for all the ServiceNow related issues.
• Created Knowledge base articles about acessing the ServiceNow items/applications.
• Experience creating user manuals and performed UAT's.
• Prepared TDSL documentation, Knowledge articles, user guides for improved optimization on using the application and maintain system configuration.
• Involved in documentation of line operations, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Managing ServiceNow Production instance and standardize business processes for all Go-Lives with technical/business validations in place.

Confidential, Los Angeles, CA

ServiceNow Developer/Admin

Responsibilities:

• Implement change, Incident and configuration management and develop the service catalog items.
• Gather, analyze the end user requirements and business rules based on the documentation and developing the application as per the requirements draft.
• Participate in meeting with SME’s and Project Managers to examine the requirements and developing the workflow design of request items.
• Involved in integration and configuration of Discovery Module and MID Server to populate the form items and CI relations, load configuration information to CMDB.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• To conduct meetings and to take part in regular status calls, assist the team on carrying out the project tasks as per the end user deliverables.
• Building ServiceNow enterprise applications, programming scripts and implementing various policies on the new and existing items as per the changing business need & requirements.
• Monitored system performance and provided system statistics and reports to the Business.
• Created Record Producers, Order Guides, Catalog Client Scripts, Workflows, Script Includes.
• Developed a catalog item such that the requestor has the feasibility to make changes to the existing catalog request item before it is being approved/rejected by the approver.
• Created a record producer that pulls the existing variable data of a specific requested item from the catalog item with a provision to update and submit it again.
• Created Knowledge base articles instructing users about accessing the ServiceNow items/applications. Involved in the creation of reports and dashboards in ServiceNow.
• Designed, developed UI pages using ServiceNow CMS and Integrated it in a catalog item.
• Designed and developed ESS Portal, Web pages in ServiceNow CMS.
• Involved in design, development and implementation of CMS, coding in multiple programming languages to develop ServiceNow content management system(CMS).
• Designed and created homepages including basic reporting, gauge configuration and dashboard presentation.
• Involved in creation and modification of business rules, script includes, UI Actions, Data/UI Policies.
• Integration of update sets upon business validations, importing data sets between dev, test and prod instances, configure email notifications and alerts on day to day activities & services.
• Created Access Control Lists (ACLs) and SLAs for ITIL processes as per client requirement.
• Proficient experience in developing workflows and in customizing the applications in ServiceNow.
• Provide access to various functionalities of the application, creating user profiles, grant privileges for enhanced security of the application.
• Performing end-to-end incident management. Responsible for time-critical User Service/ Infrastructure restoration, technical troubleshooting within complex IT systems environment.
• Involved in working on Data Certification Plugin which manages schedules and on-demand validations of a configuration management database (CMDB) data.
• Test, migrate and move the application in other instance’s and deploy update sets to test and production environments with technical/business establishments.

Confidential, Los Angeles, CA

ServiceNow/Support Lead

Responsibilities:

• Acted as an Onsite Lead coordinating between development, infrastructure andsupportteams to keep the project on course.
• Experience implementing various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Involved in Configuration, Web Services, Catalog Client Scripting, SOAP, Developing complex workflows. Experience in generating reports and scheduling the reports in ServiceNow.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base.
• Configuration of Inbound and Outbound Email Notification in the system.
• Experience creating Access Control Lists (ACLs) and SLAs for ITIL processes as per the requisites.
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Handled critical production issues and co-ordinate with Development team, BusinessAnalyststo identify problem scope and escalate IT service outages.
• Expert in Incident Management, problem troubleshooting,productionsupportand offering immediate solutions or workarounds forProductionissues.
• Working with clients, internal IT and infrastructure teams, third party data providers etc. throughout the service restoration process.
• Discuss about all the modifications that are scheduled across various services and ensure that all the approvals are in place before the CAB.
• Scheduling meetings with all the infrastructure teams and BA's to understand the scope of the change and ensure that all necessary precautions have been taken care of and understand caveats.
• Handling tickets for change and incident management to document monitoring and recovery steps.
• Participate in internal meeting and Daily Service Review meetings.
• Providing regular incident and change notifications (planned & unplanned) to impacted lines of business and senior managers with appropriate data, including business impact, application affected and relevant details regarding incident resolution.
• Seeing it to that all the necessary documentations are in place and are provided with all the evidence based on the request on the application.
• Communicated with Incident managers to go over high priority service related incidents and ensure root cause analysis and fault resolution is coordinated and drive to avoid recurrence of events.
• Perform application sanity checks before and after the data center isolation and infra related activities to ensure the working of application.
• Testing applications for Disaster Recovery, OS migration, I.E upgrade and all other firm wide activities. Monitoring of existing systems to verify the stability, interoperability, portability, security, and scalability of system architecture.

Confidential, Tallahassee, FL

Systems Manager

Responsibilities:

• Monitor system Operation, installed & updated software, scheduled upgrades, and performed data backups.
• Assisted in maintaining and configuring applications for end users in the organization.
• Monitor and configure network resources such as printers, Cisco IP phones, windows user accounts, e-mail system, network mapping and so on.
• Configured local domain network properties including Active directory objects, group policies, printers, network firewall and websites.
• Provided guidance, assistance, and coordination following up on client matters, problems, or any malfunctions of software and hardware systems.
• Provided remote support, troubleshooting technical, product, and software related issues.
• Supported all Microsoft Server installation, maintenance, upgraded all associated hardware, software, and networking equipment.
• Offer direction to deliver requirements and Operational design for internally developed products and third-party applications requiring customization.
• Review modifications to existing software to improve efficiency, functioning and performance.
• Apply diagnostic techniques to identify problems, investigate causes, and advocate solutions.
• Performed reverse engineering of physical data models from databases and SQL scripts.
• Research technology solutions and offer recommendations to management. Strong ability to coordinate with external or internal clients.
• Involved in running the jobs to transform the data into the application. Generated weekly reports and metrics for the organization.
• Monitor the use of available system resources and application of technical research techniques to gather and analyze information, systems and processes to define the most useful cost-effective solution.
• Configured Windows, Mac OS & Applications on various machines and assigned security levels for several user accounts.
• Maintained Exchange server and mail environment. Diagnose hardware and software issues and consider appropriate action. Strong knowledge on Windows OS, Mac OS, UNIX, Linux and VMware.
• Maintained all file and application hosts, print servers, domain controllers and databases.
• Involved in all phases of the SDLC and performed all activities in QA life cycle.
• System analysis and formulation of functional specifications and traceability matrix based on the business demands and operational specifications.
• Experienced in writing Test Plans and Test Cases for automated testing processes.
• Setting up, testing, configuring, integrating, troubleshooting, optimizing and maintaining hardware and software to maximize system availability and ensure efficient and effective sharing transmission of information.
• Broad experience in coordinating testing effort, responsible for test deliverables, issue escalations, status reporting.

Confidential

Business Analyst

Responsibilities:

• Involved in coordinating and communicating between Developers, QA Teams, Management, QA and project leads and stakeholders to keep them informed at all the times about the development and the open issues.
• Took part in Business Requirements Gathering, Evaluating Data Sources, Translating Requirements into Specifications and Application Design.
• Identifies conflicting business practices and integration issues, suggests alternative solutions.
• Lead to business cases to support proposals for change or insertion of new business applications or systems, by recommending solutions with timing estimates for functional area of expertise.
• Experience working with end users, identifying their difficulties and changing the applications as per their demands.
• Knowledge of Business Analysis methodologies and Software Development Life Cycle (SDLC) using Rational Unified Process (RUP) and Agile.
• Expertise in organizing business cases, business requirements documents, User Story documents, functional and technical specification documents, requirement traceability, test plans, test scripts and software development plans.
• Maintained daily records of user events, corrective actions taken and installation activities.
• Plan and inspection of several documents such as Software Requirement Specifications (SRS), Business requirements document (BRD), Use Case Specifications, Functional Specifications (FSD), Systems Design Specification (SDS), and testing documents.
• Evaluated software requirements and analyzed available hardware capability.
• Responsible for writing evaluation and recommendations affecting the execution of the networksystems.
• Proficient in streamlining business processes by recognizing and avoiding bottlenecks, thereby reducing cycle time and improving system efficiency.
• Provided guidance for the conception and implementation of backup procedures and disaster recovery plans.
• Created user manuals for all the users and exporting reports to several formats.
• Took part in various customizations as per client's requirement and in production migration.
• Prepared documentation for requirements, design, installation, unit testing and system integration.
• Managed Incidents from users relating to all services in conformance with established practices.
• Conducted training sessions to familiarize new team members with the current practices how to configure computer systems and maintain network servers.
• Excellent knowledge in creating User Acceptance Criteria for various stages of software testing. Provided Dev and QA support during the development and testing to determine scope and communicate with the users in case of questions or scope creep.