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Sr. Service Now Developer/administrator Resume

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Marietta, GA


  • A Service Now Admin / Developer with around 5+ years of overall IT experience and 4 years having specialized experience on implementing Incident, Problem, Change Management, Configuration & Asset Management(CMDB), Service Catalog, Discovery and Integrations.
  • Experience developing Service Now applications from business requirements and technical design documents.
  • Experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions and Approval Process.
  • Experience in configuring and customizing all aspects of Service Now like UI actions, UI policy, Business rules, Data policies, Client scripts.
  • Experience in working with Workflows, Import Sets and Update Sets.
  • Experience in creating and configuring the SLAs as per the requirement.
  • Experience in Service Now development using JavaScript, Web Services, Web API's and integrations with internal/external systems and tools like LDAP, Stripe, JIRA, MID servers, SSO, BMC Remedy.
  • Utilized Orchestration to extend workflows to interact with systems and applications outside the Service Now instance and automated the process.
  • Experience in migrating between various environments in Service Now using Update sets.
  • Experience in Integrating External Web services and SOAP based Web services, API and Emails.
  • Experience in loading the data into Service Now using import sets.
  • Customized Scripting on Service Catalog/Email Template/Workflow script.
  • Expertise on creation of workflows for Service Catalog items in Service Now
  • Experience using DISOCVERY tool to fetch CI related information.
  • Knowledge in using Glide Scripting for creating UI Action and business rules.
  • Functional knowledge and implementation experience of ITSM frameworks.
  • Research and deploy new releases and/or enhancements into the Service Now environment.
  • Experience working with various versions of Service Now Eureka, Fuji, Geneva, Helsinki and Istanbul.
  • Experience in generating the reports in Service Now as per the requirements in Service Now.
  • Strong experience in web application development using HTML, JavaScript, Java, CSS, Jelly.
  • Working experience with relational databases like Oracle, MS SQL Server, My SQL.
  • Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes, Waterfall and Agile, Scrum.
  • Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.


ITIL: ITSM, ITIL, Service Now, CMS, BMC Remedy and LDAP

Programming Languages: C, C++, HTML, CSS, Java Script, JQuery, SQL, PL/SQL.

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Databases: Oracle 8.x/9i/10g/11g, MySQL, SQL Server

Database Tools: SQL Client, TOAD, SQL Developer


Confidential, Marietta, GA

Sr. Service Now Developer/Administrator

Environment: Service Now Jakarta/Kingston, HTML5, Java Script, JSON, Angular JS, SOAP, Web services, MS SQL Server, Integration, SCRUM.


  • Worked on configuring and customizing forms on various applications like incident, Change and Service Catalog.
  • Experienced in writing and enhancing the client scripts, business rules and script includes.
  • Used Glide Record to retrieve and update data on different business conditions.
  • Experienced in creating SLAs, schedules and attaching schedules to the SLAs.
  • Created notifications based on business needs and also configured inbound email actions to create incidents or requests.
  • Responsible in generating reports using tables and data sources in Service Now.
  • Worked on scheduling reports in Service Now.
  • Responsible in creating users, groups and roles. And also experienced in exporting and importing data.
  • Experienced in handling update sets. Merging, Retrieving, Promoting update sets from one environment to another.
  • Created Workflows, Sub flows and Tables on both Istanbul and Jakarta.
  • Involved in Service Now upgrade activities.
  • Created Knowledge Bases and Knowledge Articles for Change Management module.
  • Created various UI policies and UI actions experienced in writing advanced UI policy and UI action scripts.
  • Provided training to the team members.
  • Created homepages including basic reporting, gauge configuration and dashboard presentation.
  • Written script includes and calling them in business rules, client scripts and Catalog client scripts.
  • Create scheduled jobs to run scripts to import data by running scheduled transform map.
  • Created Access control lists and used ACL rules for securing and providing the right access to the right person/role.
  • Worked on team Dashboards for moving changes from one environment to another.
  • Imported CI’s using import set tables and imported Active directory to Service Now using data sources.

Confidential, Charlotte, NC

Sr. Service Now Developer/Administrator

Environment: Service Now Geneva/Helsinki/Istanbul, HTML5, Java Script, JSON, Angular JS, SOAP, Web services, MS SQL Server, Integration, SCRUM.


  • Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in Service Now.
  • Created Applications, Modules, Tables, Columns as per the requirement specifications in Service Now.
  • Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
  • Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
  • Responsible in building SLA and generating Reports in Service Now.
  • Involved in LDAP integration with Service Now for obtaining users and groups.
  • Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
  • Involve in migration between various environments in Service Now using update sets and import sets.
  • Created Workflows, Sub flows and Tables on both Fuji and Eureka. Managed inbound and outbound notifications in Fuji and Eureka.
  • Involved in redesigning the workflows using Service Now workflow editor also involved in reconciliation of complicated workflows to simpler form.
  • Create and maintain API and data integration processes between Service Now and other services.
  • Performed integrations with two other Service Now related instances apart from Portal (REST, Scripted Web Services & SOAP)
  • Populated data for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.
  • Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
  • Designing Technical Specs pre - development and updated post Development and developed the business logic based on the requirement.
  • Involved in upgrading version of Service Now from Fuji to Geneva with focus on Service Catalog and also have knowledge with patches for same version.
  • Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, Web services, CSS, Bootstrap, HTML5
  • Configured and developed Workday Integration with HR Management.
  • Worked on Glide AJAX and Glide Records for scripting and UI actions.
  • Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.

Confidential, Alpharetta, GA

Sr. Service Now Developer/Administrator

Environment: Eureka, CMDB, Service Now, CSS, Java Script, HTML, Discovery, JSON, jQuery, Angular JS, SOAP, AJAX, SCRUM, ITIL.


  • Maintained and administered the implemented instance of Service Now and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
  • Implemented Application from scratch to finish in Service Now, with successful deployment to Production environment, and post-production support.
  • Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
  • Created schedules, reports and monitor performance of Service-Now.
  • Created new Business Rules/Script Includes/Client catalog script/Client Script.
  • Creating Knowledge articles to document the steps in creating the catalog items.
  • Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
  • Worked on Service Now Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
  • Worked on the latest release EUREKA which is the advanced release and discovered Service-Now upgrades.
  • Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
  • Facilitating rollout of new applications and modules.
  • Created Workflows, Sub flows and Tables both on Fuji and Eureka. Managed inbound and outbound notifications in Fuji and Eureka.
  • Written script includes and invoked them in business rules and client scripts.
  • Creation of update sets, export the update sets, retrieve the update sets.
  • Imported Active Directory to Service now using data sources.
  • Created data sources and loaded the Service-Now tables with different data formats.
  • Documented all implementations and best practices defined within team.

Confidential, Charlotte, NC

UI Developer/ Service Now Developer

Environment: Calgary, CMDB, Service Now, CSS, Java Script, HTML, SOAP, JSON, XML, Agile, AJAX, Shell scripting, Integrations, ITIL, Web services.


  • Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
  • Implemented best practice of Service Now Scripting, which enhanced the System performance.
  • Maintained and administered the implemented instance of Service Now and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
  • Involved in implementing Service Catalog and Request Workflow Design and Configuration.
  • Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
  • Experience in Email Integration, LDAP integration, External Web Services Integration (both SOAP based and REST based) in Service now.
  • Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
  • Strong understanding of ITIL concepts including process knowledge in all service lifecycles.
  • Developed Transform maps to map values between Import Set and Service Now tables for incoming data from external sources.
  • Participating in meeting with SME’s and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.
  • Designed Workflows, along with standard Workflow templates which can be reused.
  • Involved in customization of forms for various Service Now applications.
  • Designed and created homepages including basic reporting, gauge configuration and dashboard presentation.
  • Involved in performance tuning of the Service Now and also worked on System Diagnosis.
  • Involved in documentation of business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
  • Managed a team of offshore developers and getting them aligned with the process.
  • Scheduled cloning and migration of data from instances with Service Now.
  • Managing Service Now (Change Management) ITIL Automate and standardize business processes for all Go-Lives.

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