SUMMARY

• Over 9+ years of Experience in Information Technology, 5 years of experience exclusively in administering and daily operations, on - going maintenance, upgrades and technical support to existing ServiceNow environments and applications, managing incidents and run reports, core configurations and implementing UI policies to ServiceNow catalog.
• Analyse business processes and document functional requirements to increase operational maturity amongst various ITSM processes such as incident, change, problem,servicecatalog, request fulfilment, CMDB within ServiceNow platform.
• Collaborate with business and process stakeholders as well as DevOps team to design appropriate process solutions in ServiceNow.
• Experience developing ServiceNow applications from business requirements and technical design documents. Involved in Scrum/SDLC for the development of ServiceNow.
• Experience in working on the ITIL Process Configuration like Incident, Problem, Change, and Service Catalog requests, Service Portals, Report, Gauges and Web Service Integration Along with MID Server.
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Data Policies, Data Dictionary, Access Control Lists and Scripted Web Services
• Experience in Service Catalog and Request Workflow Design and Configuration.
• Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
• Hands on experience in creating the custom Tables, Views, Custom Applications, Modules in ServiceNow.
• Experience in configuration management database (CMDB), System Center Configuration Manager.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Integration with other application for updated CMDB.
• 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.
• Experience in LDAP Configuration and Connection Management. Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow & SSO (Single sign-on).
• Utilized Orchestration to extend workflows to interact with systems and application code outside the ServiceNow Instance. Created the Orchestration workflows for On-Boarding and Off Boarding Users.
• Provide support to system owners and other team members in the generation of security documents, including security incident reports, equipment/software inventories, technicalvulnerabilityreports, and contingency plans.
• Responsible for managing all aspects of theVulnerabilityRisk Management Program includingvulnerabilityidentification, analysis, remediation coordination and reporting.
• Extensive use of Use case model, use case diagrams, class diagrams and sequence diagrams using rational rose.
• Worked on Project Portfolio Management PPMmodule to view all the related projects and application at the same time and track their progress by Gantt charts. Also worked on demands in the PPM module.
• Experience on LDAP Integrations using SAML2.0
• Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates.
• Experience with DISCOVERY tool in ServiceNow to fetch the CI related information.
• Defined and configured DISCOVERY schedules and set up mid servers and check for the connectivity.
• Experience various implementations of SDLC - AGILE (Scrum based) and Waterfall models.

TECHNICAL SKILLS

Programming: C, C++, C#, Java, SQL, Swift, Unix

ITSM Tools: ServiceNow (Madrid, London, Helsinki, Istanbul, Jakarta, Kingston), BMC Remedy, CA Service Manager.

Web Technologies: HTML, CSS, JavaScript, jQuery, Ajax, XML, PHP, JSON, Soap/Rest API’s, Angular JS

Database: Microsoft SQL Server, Oracle, MySQL

Other Technologies: Agile, Scrum, Design Patterns, ITIL, CSP, MVC, MapReduce, Android, Machine Learning, SSH, SNMP, PowerShell

Applications/Tools: Eclipse, ServiceNow, QTP, Crystal Reports, Android Studio, SQL Developer, Microsoft Visual Studio, MS Office, Vulnerabilitymanagement

PROFESSIONAL EXPERIENCE

Confidential, WA

ServiceNow Developer

Responsibilities:

• Interaction directly with functional/process owners/customers/business analysts to understand the business processes, new requirements and to clarify requirements and improve implementation.
• Following the project life cycle methodology like Agile; defined under the process framework, ensured that customer deadlines were met within Service Level Agreements.
• Developed solutions within ServiceNow from minor form/field changes to new custom applications.
• Document functional and user testing steps including automated tests for several custom applications.
• Troubleshoot and resolve code and functionality defects.
• Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner to provide consistent functionality.
• Developed custom business applications.
• Migration of application from London to Madrid and handling the TEST and Support process with the necessary fixes.
• Created custom classes extending CMDB table and importing data into ServiceNow tables using Import sets and Transform maps
• Created transform maps to create bulk request when data loaded for different custom tables.
• Implemented New contract onboarding process as a specially checked application in ServiceNow.
• Facilitating rollout of new applications and modules in London.
• Deploying MID Servers for Discovery application, Defining and executing the discovery schedules frequently and validating the results.
• Configured Email, inbound and outbound email actions and developed mail scripts to create incidents or requests.
• Utilized core development procedures like Business rules, Client scripts, Script includes, Notifications, email scripts to maintain integrity between different tables.
• Worked on RITM stage clean-up for request items to meet new SLA standards.
• Assist & maintained and updating existing applications and modules.
• Developed 170 new service catalog items and fix bugs in incident, problem and change management.
• Modify forms and catalog items to be compatible with the service portal framework.
• Created ACL, access roles and ACL scripts for scoped and Global applications.
• Worked on dictionary overrides, lookup data tables, ACL's.
• Integration of ServiceNow with JIRA, Workday, SSO integration.
• Imported data from various data sources (FILE, JDBC) using import sets and transform maps.
• Communicated with external web services using SOAP Messages and REST.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Excellent knowledge on code migration between various ServiceNow environments using Update Sets
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Configured multiple forms for Asset module using Configuration Management Database.
• Pulling reports and scheduling the reports as per the client requirement. 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.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Created numerous metric definitions on various tables and created reports according to the prerequisites.
• Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Working on report, dashboard designing.
• Suggesting the best practices of ServiceNow and ITIL processes across various business groups.
• Documented all implementations and best practices defined by the team.

Environment: s: ServiceNow (Madrid), ServiceNow (London), CMDB, Discovery Service Mapping (ITOM), Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), Change Management, LDAP, Release Management, Content management, Orchestration and service mapping.

Confidential, Seattle WA

ServiceNow Developer/Business analyst

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Contributed to the architecture and technical aspects of the ServiceNow implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.
• Creating requirements documentation test plans, test cases and conducting of functional testing as needed. Engaging in planning and coordination of user acceptance testing as needed.
• Developing use cases, process diagrams and requirements documentation using stories and scrum tasks inServiceNow.
• Maintained the integrity of theservice-nowtool across production and non-production environments. Updates & maintains a comprehensive testing protocol forService-nowrelated development and enhancements.
• Analysis, development and automation of various ITSM processes including Incident Management, Problem Management, Change Management, Asset Management, Service Request, Service Portals, Report, Gauges and Web Service Integration Along with MID Server and Configuration Management.
• Worked on service Catalogs related to Firewall services.
• Implemented Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• ServiceNowapplication development including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Worked on some major enhancements in Change module and application portfolio.
• Used Glide Record to retrieve and update data on different business conditions.
• Worked on UI scripts, Notifications, SLA workflows part of customizing the SNOW.
• Created Buttons and context menus both on form and lists using UI actions.
• Configured chat functionality for Service Desk ticketing queue.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Developed solutions using JavaScript, Web Services, SOAP, and other web technologies to integrate ServiceNowwith internal, external systems and tools.
• Setup pre-clone exclusions and post-clone scripts. Performed periodic clone of non-production instances.
• Created transform maps both automatic field mapping and scripting.
• Worked on Asset Management and loaded the data into it.
• Worked onServiceportalto create the customized widget, pages, Iframes and OOB widgets.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• Also involved in carrying out weekly releases, making sure the updates are successfully moved to production without any issues.

Environment: s: ServiceNow (Kingston), CMDB, Discovery Service Mapping (ITOM), Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), Vendor Management (ITBM) Change Management, LDAP, Release Management, Content management, Orchestration and service mapping, HTLM5, CSS3, Java Script.

Confidential, Chicago, IL

ServiceNow ITOM Developer / Architect

Responsibilities:

• Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site.
• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Involved in tracking, managing and fixing the Incidents, Problems or Changes related to Portal and sometimes Surf/Hi related issues.
• Created workflows for automating the process of approvals between ServiceNow and SAP. Used Dynamic Approval rules to send the approval to a person or a group.
• Facilitating rollout of new applications and modules.
• Involved in introducing Angular Plugin into ServiceNow and widely used it in creating the front-end view of Portal.
• Created transform maps both automatic field mapping and scripting.
• Created customized login pages, search pages with drop down list in search bar.
• Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages, UI actions.
• 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.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally.
• Develop anebondingintegration solution to accommodate all data types and relationships.
• Designed and developed the application UI configuration with Salesforce.
• Createdserviceportals as part ofcustomerservicemanagementand Creating custom login pages for eachserviceportal
• Implemented new applications like Notify andCustomerServiceManagement(CSM) inServiceNow.
• Build Reports, Gauges and Home Pages.
• Prepared comprehensive security report detailing identifications, risk description and recommendations for theVulnerabilities.
• Performed Patch management related tasks andVulnerabilityAssessment on various applications
• Worked on CMDB from the scratch.Implemented Discovery from scratch and managed operations, installed MID Servers on remote desktops. Worked on Orchestration and service mapping.
• Created Workflows, Sub flows and Tables both on Fuji and Eureka. Managed inbound and outbound notifications in Fuji and Eureka.
• Created update sets for configuring in different instances i.e., temp, test, uat, dev and production instances.
• Change module, Incident module, problem module is updated on client’s feedback.
• Responsible for Access Control (ACL), security, minor enhancements such as form or Workflow configurations and UAT.
• Utilized Orchestration to extend workflows to interact with systems and application code outside the ServiceNow Instance. Created the Orchestration workflows for On-Boarding and Off Boarding Users.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Creating the UI pages to use them in catalog items, Implemented-using UI scripts.
• As ITSM-ITOMProcess Consultant, to align the global Functional and Technical Support Teams and Service Providers onto one IT Operations process framework.
• Align ITSM-ITOMand Business Process Improvement (BPM); identify potential gaps between the process and the capabilities of the teams and tools, provide management sufficient analysis and recommendations to begin the transformation and alignment.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• 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.
• Experience in developing strategies and identify the type of knowledge gaps that exist in current knowledge base.
• Experience in developing appropriate workflows for knowledge management and any variations based on type of knowledge article.
• Experience in implementing Knowledge Management governance, version control, document audits and document usage policies.
• Develop and implement an enhanced knowledge feedback process as well as submission process.
• Experience in implementing Knowledge Management governance, version control, document audits and document usage policies.
• Develop Document and Publish change management process and functions.
• Analyse change records to determine any trends or potential problems.
• Reviewing change requests for completeness and accuracy.
• Working with service providers to schedule changes.
• Assisting in the preparation, facilitation, documentation, and communication related to weekly and ad hoc change management meetings.
• Perform Root Cause Analysis.
• Investigation and follow-up for permanent fix of the problem.
• Follow-up on tickets being raised regularly for re-occurring incidents.
• Providing training to new joiners in the Team to train them on the entire process and monitoring their transition.
• Maintain the Quality of tickets by performing daily checks and audits.
• Generated weekly and monthly outage reports and provided to senior management.
• Developed and implemented various process improvements within the team as per ITIL methods and practices.

Environment: s: ServiceNow (Jakarta), CMDB, Discovery Service Mapping, Service Catalog, Incident Management, Configuration Management (ITCM), Asset Management (ITAM), CustomerServiceManagement(CSM), Change Management, Release Management, Content management, ServiceNow (Helsinki, Istanbul), ETMS, Service Catalogs, Incident management, Problem Management, Knowledge Management.

Confidential, Boston

ServiceNow Developer / Admin

Responsibilities:

• Implemented the configuration of various modules like Incident, Change, Release, Problem, Asset, and Configuration Management Modules.
• Design and implement business solutions on the ServiceNow ITSM platform.
• Built, monitored and maintained enterprise systems integrations of ServiceNow (CRM, Jira, Splunk).
• Provided on-call support for infrastructure monitoring services on a scheduled rotational basis.
• Performed administrative responsibilities ServiceNow instances, including cloning, patching and upgrading.
• Involved in creating customizes Client Scripts and UI Policies.
• Involved in ServiceNow components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, Knowledge Management, Mobility and Service Request Management.
• Implemented tasks that receives specifications from the IT department and delivers a product/release that meets the needs presented.
• Generated reports and managed tickets.
• Development of requirement integration components (SSO, LDAP, SOAP).
• 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, Localization, Security, Users, and Groups.
• Involved in creating Business Rules, Client Scripts, Service Catalogs, and UI Scripts.
• Involved in loading, manipulating and maintaining data between ServiceNow and other systems.
• Maintained the ServiceNow modules and software licensing functionality.
• Worked with reporting and configuring service level agreements (SLAs).
• Developed ServiceNow applications, including modification to existing ITSM modules.
• Involved in Incident Management practices, techniques, and tools.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Integrating Service catalog module with "Net cool" monitoring tool using Web Services and fixing the issues, which come up while the tolls are getting interacted.
• Created many scripts which includes Business rules (server-side code) and modified OOB.
• Performed Integrations with WHTP Exporter, STRIPE, CRM, SSO, and SAP.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.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Performed administrative responsibilities ServiceNow instances, including cloning, patching and upgrading.
• Involved in creating customizes Client Scripts and UI Policies.
• Incident Management and Problem Management activities.
• Performing and communicating Daily health checks to Management across Clients.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.

Environment: s: Service Desk, Change Management, Incident Management, Asset Management, Problem Management, Knowledge Management, Mobility and Service Request Management, Jira, Splunk.

Confidential

Change Coordinator

Responsibilities:

• Involved in Client meeting to gather Business requirements and getting clarifications to implement Business functionality in ITSM modules.
• Extensively worked on ITSM 8.x applications Incident Management, Problem Management, Change Management, and Knowledge Management.
• Configured Custom Notifications and Email Engine mailboxes and worked with Approval configurations for Change Management and Knowledge Management.
• Loaded Foundation data and Transaction data by using Data Management tool and Migrated AR system work flow objects and data using Migrator tool and also Atrium Integrator.
• Involved in Gap analysis and server configurations in the process of upgrading of Remedy ITSM 7.6v to ITSM 8.1v and involved in System Testing for making sure all existing and new functionalities are working as expected.
• Worked as an administrator for troubleshooting server issues by checking respective log files and troubleshooting issues with approvals and notifications as end user request.
• Documented all customizations which are implemented in Incident and Change Management modules and Customizations in ITSM Notification engine.
• Worked on Service Level Management to configure different levels of Service targets and different milestones for Incident Management.
• Configuring S/W licenses contracts and S/W license certificates and configuring purchase requisitions in Asset Management.
• Involved in migration of definitions and data using Remedy Migrator 7.6/8.1, import and export tools, from development to acceptance and production system.
• Coordinated with the Project managing teams to set the milestones and suggest the Workload/Resource requirements along with the documentation needs. Provided technical input and assistance with troubleshooting applications.

Environment: s: ITSM 8.x applications Incident Management, Problem Management, Change Management, and Knowledge Management, Atrium Integrator.

Confidential

ITIL Coordinator

Responsibilities:

• Installed and configured Remedy Change Management application.
• Worked on Common Request System, Problem Tracking, Time Tracking System, Remedy application projects.
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in installing and configuring Remedy Approval server and integrated with our internal application by defining various roles and rules of the approval server.
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Extensively involved in the customization of Remedy Helpdesk Application 5.6 for the support centre department.

Environment: s: Remedy Change Management application, Common Request System, Problem Tracking, Time Tracking System, Remedy application projects, Remedy Forms, Active Links, AL Guides, Remedy Helpdesk Application 5.6.