SUMMARY

• Having experience of around 8 years in IT industry. Over 6 years of experience in Service - Now Platform Administration, Development and Implementation.
• Hands on experience in IT services of Service-Now tool like Incident and Problem Management, Change Management, Configuration Management, Service Catalog Requests, Knowledge Management, Reporting and Integration with Web Services.
• Worked on Fuji, Geneva, Helsinki, Istanbul, Jakarta and Kingston versions.
• Worked on Service Portal development end to end.
• Experienced in designing, developing, customizing and administering ITSM suite of application.
• Expertise in doing CMDB bulk data, Load data reconciliation with help of transform map and transform script.
• Profound knowledge of CMDB and Asset Management Services, Business Services and Configuration item (CI) relationships.
• Experience in Content Management System (CMS) in ServiceNow.
• Good understanding and experience in Employee Self Service (ESS) portal.
• Worked on Upgrade on Fuji to Helsinki, owing to flexible enhancements by Helsinki.
• Experience in configuring, customizing all aspects of Service-Now like UI actions, UI policy, Business Rules, Data Policies Client, scripts.
• Expertise in implementing Service Catalog, Incident Management, Configuration Management, Change Management, Orchestration, Workflows, Release Management.
• Create, monitor, modify and publish service catalog workflows with approvals. Maintain Single Sign-On integration and create an access control rule (ACL).
• Experience in workflow scripting and error handling.
• Understanding of IT service management (ITSM) and ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Extensive experience of integrating Service-Now with 3rd party tools and implementation of SOAP, REST API
• Configured LDAP server for pulling user and group data from Active Directory.
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity.
• Created catalogue items, workflows, inbound emails actions and update sets for service requests.
• Assisted in Release Management during product and patch releases and managed documents and verified the changes
• Experience of Remedy Mid-tier system and Web Services.
• Proven experience as a key technical resource leading the development of solutions in client environments.
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, Spring
• Experience with leading, gathering and documenting requirements.
• Self-motivated, able to work independently and in teams; can handle multiple projects while paying attention to details; accomplished problem solving and analytical skills.
• Efficient team member with excellent work time management skills and good communication.

TECHNICAL SKILLS

ITIL Tools: ITSM & Service Now

Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL, COBOL, XML, PHP, HTML, CSS, AJAX

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

Databases: Oracle 10g, MySQL, SQL, DB2

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

Operating Systems: Windows 7, Windows 8, Windows 2008/XP, UNIX, LINUX

Packages: MSOffice (Word Access, Excel Outlook and Power Point)

PROFESSIONAL EXPERIENCE

Confidential, Omaha, NE

Service Now Admin/ Developer

Responsibilities:

• Involved in gathering the requirement from the business users, stake holders and responsible for managing the end requirement as well.
• Created documentation and templates for the requirement and got finalized by the business stake holders.
• Upgraded the implementations of ServiceNow version from (Istanbul to Jakarta).
• Implemented new service portal with the good look and filed and categorized separation of incidents and requests and provided with ITIL dashboard on the portal for the resolvers.
• Implemented lot more customization and created new features on the portal which are easily accessible and usable by the user.
• Implemented new feature on portal for request module called technician scheduler where user can schedule an appointment with the deskside technician which sets up a meeting on their calendar.
• Expertise in HTML/CSS/java script/client script/business rules /script includes /ACL rules /Ajax /UI Policies / UI Actions etc.… and used in creating the service portal.
• Implemented the special tile on the service portal which will be populated and scrolled up on any updates / announcements and outages made by the organization
• Implemented Request module from scratch and separated the incidents from the requests.
• Created catalog items and customized the fields and used scripts to auto populate with all the required information up on loading the form by using client scripts.
• Created record producers to insert the record on to the incident table to get more tiles on the service portal for issues and captured all the required fields on the native form.
• Implemented the integration between ServiceNow-Workday which is related to the HR module to capture all the Termination and New Hires made by the organization.
• Implemented Asset management and integrated with the workday to push the information of the asset attached to human so the record in both the systems is marched and upon Termination HR will collect asset.
• Routed all the tickets to Service desk and provided with the ACL that they can rewrite the assignment group and captured reason for doing the changes.
• Integrated with AD to capture all the Users and Groups information to the ServiceNow and assign the roles and providing permissions to access ServiceNow.
• Activated service desk survey to know how satisfied the users with the performance of the technician and created reports to capture the responses provided by them.
• Setting up with the dashboards for the reports and created new reports for the surveys.
• Created SLA’s and made sure the tickets are getting resolved within the provided SLA’s, if not sending the email to the resolver and reminding.
• Created multiple complex workflows which triggers and calls different workflows in single workflow based on the rules and in order to automate the approval process.
• Created workflows for the Termination and New Hires made by HR and added some information message to the form by colouring the header for Termination tickets.
• Implemented scheduled jobs to update the information of the employee profile and to trigger tickets based the end date on the Termination tickets.
• Customized the asset inventory form according to the business requirement to capture all the information related to them so that to update back through integration.
• Provided with the solution for the existing breakage issue with in the integration and made it workable.
• Worked on End-to-End implementation of CMDB module using manual data load using Import Sets and Transform Maps, along with accurate data population from Discovery and other third-party tools such as SCCM, GCP and AWS Cloud.
• Integrated ServiceNow with workday for HR module and the asset management module up on the requirement of organization.
• Also worked on cleaning up the CMDB records and implemented the new CI’s records using import sets.
• Integrated with LogMeIn to Rescue remote support solution to capture the performances and information what a resolver does on the ticket.
• Implemented asset integration to push all the information related to that asset attached with the employee profile to Workday to update on the profile of employee.
• Implemented the Incident and problem Management from the scratch.
• Separated requests from incidents.
• Designed the forms and created fields in the forms for both incident and problem management.
• Written all types of business rules to full fill the requirement
• Also written Client-side functionalities like Client scripts and UI policies.
• 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
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
• Written script includes and invoked them in business rules and client scripts
• Imported many CI’s using import set tables
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Created UI pages, UI macros to display some assigned tickets info to the managers.
• Integrated Orion system to Service-Now using Email Integration

Environment: ITIL, Scrums, JavaScript, HTML, CSS, DISCOVERY, Business Rules, ATF, Service Catalogs, Self-Service Portal, Integrations, Workflows, ACLs.

Confidential, St. Louis, MO

Sr. ServiceNow Developer/Analyst

Responsibilities:

• Implemented the configuration of various modules like Incident, Problem, and Change, Release, Asset, Configuration Management Modules and Knowledge Management modules.
• Supervised and designed Change Management application of the company in enabling smooth and efficient operation tasks towards ownership which involved managing tickets, workflows and templates.
• ServiceNow application development, including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Experience in working with UI Actions, UI Policies, UI Macros and Data Policies inServiceNow.
• Created new Business Rules/Script Includes/Client Catalog script/Client Script.
• Design and implement SLA-Service Level Agreement and the required work flow with Email notifications.
• Configured Scheduled Data Import for importing data files from remote server location.
• Co-ordinating with off-shore development team in implementation of service catalogs.
• Involved in LDAP integration withServiceNow for obtaining users and groups.
• Configured multiple forms for Asset module using Configuration Management Database.
• Created Update Sets to migrate customizations from one instance to another instance.
• Implemented Human ResourceServicePortalto stakeholder requirements.
• Designing service portal in Helsinki using HTML, JavaScript, and AngularJS.
• Created several widgets and pages forserviceportaldevelopment.
• Involved in design, development, administration and deployment of ServiceNow.
• Responsible to co-ordinate with stakeholders in designing, testing and post-production to ensure that our team meet their requirements.
• Involved in loading, manipulating and maintaining data between ServiceNow and other systems.

Environment: ServiceNow, JavaScript, HTML, CSS, Service Portal, Angular JS, Agile, Windows, Scrum.

Confidential, Durham, NC

ServiceNow Developer/Admin

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various ServiceNow modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Used Web applications CSS, JavaScript and jQuery.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.
• Involve in design, development, administration and deployment of ServiceNow.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client-side changes.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes to invoke them in reference qualifiers or variable scripting.
• Experience in developing the service portals where customers can edit users and manage users.
• Ready to use and reusable components fully integrate with the ServiceNow platform.
• Experience with Enterprise Management tools (such as IBM Tivoli, BMC, CA) and IT Service Management tools such as ServiceNow, BMC Remedy.
• Quick creation of robust portals, dashboards and applications with no platform code dependencies.
• Simple drag-n-drop designer makes both technical and non-technical users more productive with less code.
• Strong knowledge of SDLC Methodologies such as Waterfall, Agile, Scrum etc.

Environment: ServiceNow, Java Script, Ajax, XML, Web Services, Glide Script SOAP, and Encryption.

Confidential, Dallas, TX

ServiceNow Developer/Admin

Responsibilities:

• Expertise in CMS and CMS+ Plugins and was responsible for managing front end requirements as well.
• Involved in introducing AngularJS Plugin into ServiceNow and widely used it in creating the front-end view of Portal.
• Worked on managing the UI Scripts, UI Macros and UI policies.
• Performed integrations with two other ServiceNow related instances apart from Portal (REST, Scripted Web Services & SOAP).
• Involved in managing the Mid Server and monitored it throughout the project.
• Automated the process and worked on Opportunities, Quotes and Contract related to CRM.
• Involved in tracking, managing and fixing the Incidents, Problems or Changes related to Portal and sometimes Surf/Hi related issues.
• Expertise in ServiceNow scripting including Business Rules, Client Scripts, Script Includes, Ajax calls etc.
• Created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow.
• Defined users, groups and roles and providing accessing permissions in ServiceNow.
• Worked on migration between various ServiceNow environments using Update Sets.
• Using import sets migrated the data from internal ServiceNow tools into the portal.
• Implemented SSO (Single Sign On) OKTA, using import sets.
• Worked on creating workflows to automate the approval process.
• Created workflows for automating the process of approvals between ServiceNow and SAP. Used Dynamic Approval rules in order to send the approval to a particular person or a group.
• Also worked on setting up team dashboard in order to push/pull the update sets without any hassles.
• Integration work done:
• Integrated ServiceNow with other ServiceNow instances within the organization.
• Also worked on Mid Servers with Discovery for CMDB related work.
• Performed Integrations with WHTP Exporter, STRIPE, CRM, SSO, SAP.
• Environment: ServiceNow (Istanbul, Helsinki, Geneva, Fuji), JavaScript, REST, SOAP, LDAP, SSO, CRM, SAP (HANA), Tableau, Stripe, SSO, XML, Jelly Scripting.

Environment: ServiceNow/ Fuji, HTML 5, CSS, JavaScript, Glide Script.

Confidential

Service Now Admin/ Developer

Responsibilities:

• Responsible for analysing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.
• Involved with working in an agile development environment.
• Responsible for Berlin Up gradation in ServiceNow and also involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Responsible for mentoring peers and junior curriculum developers in Service now platform.

Environment: ServiceNow, JavaScript, Glide Script, SLA’s, CSS.

Confidential

Jr.Java Developer

Responsibilities:

• Involved in developing Web Services (SOAP) to support internal and external requests.
• Performed Unit and system testing of application code as well as execution of implementation activities.
• Performed Identification, documentation and estimation of technical tasks of varying sizes and levels of complexity of the project.
• Implemented modals with different animations as per business requirement usingAngularUIBootstrap
• Worked with other internal IT teams to complete project activities (Architecture and Database teams).
• Created highly dynamic user interactive web application with extensive use ofAngularJS.
• Involved in different phases of SDLC and used LINUX/UNIX.
• Implemented Graphical User Interface design and worked on HTML, DHTML, XML, XSL and CSS.
• Worked on database tools TOAD, SQL-Developer.
• Developed the application code using Java, J2EE and Struts.
• Participated and provided feedback in code analysis and reviews.
• Participated in department wide initiatives to address long term business, technical, and performance goals.
• Used Oracle stored procedures, triggers, functions and packages.
• Worked on HTML, CSS, JavaScript, Java, Spring MVC and WebSphere M.
• Tested the application using Use cases and used Use cases for identify and clarify requirement and also agile methods for building the software.

Environment: Java, J2EE, Struts 1.4, Spring MVC, Eclipse, SQL Server 2008, SQL, PL/SQL, WebSphere 6.1, Bootstrap, HTML