Servicenow Consultant Resume
ChicagO
SUMMARY
- A Qualified IT Professional wif 8+years of experience wif more TEMPthan 5+ years of experience as a ServiceNow Consultant, Strong knowledge inITSM applications (5.5/6.x/7.x/8.1), network administration and tech support.
- Implemented Discovery from scratch, by installing mid servers on remote desktops based on user requirements and taking into account client prerequisites.
- Extensive experience wif Microsoft SMS/SCCM 2.0 & 3.1.0
- Expertise in ITSM applications includingincident management, problem management, changemanagement, asset management, CMDB, service level management, content management, knowledge management, HR management and SRMS
- Customized ITSM (5.x/6.x/7.x/7.5), Incident, Problem Management and Change Management modules
- Strong exposure to ITIL and ITSM best practices
- Strong Skills in implementing knowledge management governance, version control, document audits and document usage policies.
- Expertise in auditing and archiving of remedy and Service - Now applications.
- Experience in performance tuning of Remedy and Service-Nowsetups.
- Experience in upgrading of ITSM suite from 5.5 to 6.0 and 6.0 to 7.x.
- Experience in setting up of CMDB 2.x/7.x..
- Experience in, monitoring tools, bridge calls, outage communication, business impact analysis, it service continuity management, SLA management.
- Experience in designing, developing, customizing & administering ITSM suite of applications.
- Remedy specialty areas using ITIL best practices - Incident/Problem Management, Change Management, Asset Management, and SLA.
- Strong skill set in teh Service Now suite development including SOAP/REST integration, Web Services, Discovery, Workflow, and CMDB.
- Experience on Service-Now EUC Discovery module, comfortable deploying Discoveries in a multi-datacenter environment. Proven Service-Now implementation experience. Multi m domain/service provider model experience wifin a snow platform.
- Understanding of IT service management (ITSM) and teh ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
- Create, monitor, modify, and publish service catalog workflows wif approvals. Maintain Single Sign-On integration
- Create an access control rule (ACL). Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
- Loads, manipulates and maintains data between Service Now and other systems.
- Familiar wif Service Now Content Management System (CMS)
- Configuration Development and development of Requirement Integration components (SSO, LDAP).
- 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.
- Experience in Integrating App Exchange Applications wif Eclipse IDE in Sandbox and Production Environments.
- Involved in database designing by creating database objects such as Tables, Views, and Indexes and developed code in teh mid-tier server integrating Service Now wif other IT systems.
- Experience on LDAP Integrations using SAML2.0
TECHNICAL SKILLS
ITIL: ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAPRemedy ARS 7.6.x/7.x/6.x, Service-Now, Help Desk 7.5x/7.X/6.x/5.x, Change Management 7.5x/6.x/5.x, Asset Management 7.5x/6.x/5.x, S Help Desk 7.5.x/7.x/6.x, SRM 7.x, ITSM 8.1/7.6.x/6.x, CMDB 2.x/7.x, Service Level Agreement 7.x, Mid-Tier Remedy, Remedy Migrator 7.x, Remedy Import 7.x, Remedy AR Suite, Remedy Approval Server Service Level Agreement7.x, Knowledge Management and Document Management.
Programming Languages: Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net
Software Methodologies: SDLC,Waterfall,Agile,XP,Scrum
Databases: Oracle 10g, MySQL
Database Tools: SQL Client, TOAD, SQL Developer
Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat
IDE: Eclipse, Net Beans, TOAD
Version Control Tools: CVS, SVN
Service now versions: Geneva,Fuji,Eureka,Dublin
PROFESSIONAL EXPERIENCE
Confidential, CHICAGO
ServiceNow Consultant
Responsibilities:
- Experience in gathering requirements as servicenow Reporting consultant
- Worked on Service now reporting as well as crystal reports
- Creating teh UI pages to use them in catalog items, Implemented using UI scripts.
- Creating Knowledge articles to document teh steps in creating teh catalog items.
- Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in Service Now
- Coordinating instance upgrade activities.
- Involved in cloning activities like raising teh request for cloning and excluding some tables to not come under cloning.
- Worked on change management module by enhancing teh tool to teh stakeholders and made it easy to understand.
- Involved in cloning activities like raising teh request for cloning and excluding some tables to not come under cloning.
- Worked on change management module by enhancing teh tool to teh stakeholders and made it easy to understand. worked on CMDB from teh scratch
- Worked on domain separation.
Environment: Service-Now, Crystal reports 2008/9.x, Asset Management, CSS, HTML, Web Services, CMDB, BIRT 2.5.1,MS SQL server 2008.
Confidential, Hartford, CT
ServiceNow Consultant
Responsibilities:
- Created service catalogs, including new catalog items, designingwork flows and execution plans’.
- Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in Service Now
- Integration of EUC Discovery process as well as developing and implementing new approaches to existing discovery of EUC using SCCM.
- Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5
- Resolving typical Users access and roles issues by checking active directory and users table.
- Creating database views to pull teh reports on variables which are being used by catalog items.
- Writing Catalog client scripts and UI policies to make client side changes.
- Creating teh UI pages to use them in catalog items, Implemented using UI scripts.
- Creating Knowledge articles to document teh steps in creating teh catalog items.
- Coordinating instance upgrade activities.
- Involved in cloning activities like raising teh request for cloning and excluding some tables to not come under cloning.
- Worked on change management module by enhancing teh tool to teh stakeholders and made it easy to understand.
Environment: Service-Now, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008.
Confidential, Minneapolis, MN
ServiceNow Consultant
Responsibilities:
- Created service catalogs, including new catalog items, designingwork flows and execution plans’.
- Configured multiple forms for Asset module using Configuration Management Database
- Extensive experience wif Microsoft SMS/SCCM 2.0 & 3.1.0 integrations.
- Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in Service Now
- Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5
- Worked on DISCOVERY and set up mid servers and check for teh connectivity, Became an expert in troubleshooting Discovery tool.
- Worked on UI Macros to create pages as templates on requirement from teh stake holders
- Created functional and technical specifications documents for various Service Now modules
- Integrating Service catalog module wif “Netcool” monitoring tool using Web Services and fixing teh issues which come up while teh tolls are getting interacted
- Writing script includes invoking them in reference qualifiers or variable scripting.
- 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 teh reports on variables which are being used by catalog items.
- Writing Catalog client scripts and UI policies to make client side changes.
- Creating teh UI pages to use them in catalog items, Implemented using UI scripts.
- Creating Knowledge articles to document teh steps in creating teh catalog items.
- Coordinating instance upgrade activities.
- Involved in cloning activities like raising teh request for cloning and excluding some tables to not come under cloning.
- Worked on change management module by enhancing teh tool to teh stakeholders and made it easy to understand. worked on CMDB from teh scratch
- Worked on domain separation.
Environment: Service-Now, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008.
Confidential, Minneapolis, MN
ServiceNow Consultant
Responsibilities:
- Assisting client implementing teh MSP (Managed Service Provider) instance for Service-Now and Domain separation for ServiceNow Instances.
- Facilitating rollout of new applications and modules.
- Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
- Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
- Teh service we also provide to clients is a semi managed service for administering their Service desks that TEMPhas been implemented. dis includes various administration tasks wifin Service desk software.
- Worked wif windows team, network team and Asset team in order to check for teh data collected through discovery is accurate.
- Created new Business Rules/Script Includes/Client catalog script/Client Script.
- Imported many ci’s using import set tables
- Imported Active Directory to Service now using data sources.
- Also worked on Asset Management and loaded teh data into it.
- Integrated Fire eye tool wif Service-Now using Email integration me.e. inbound actions scripting.
- Tracking of Incident from Opening to Closure, wif timely communication to business.
- Communication wif Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
- Creation and Estimation of efforts for software change requests or enhancements.
- Team Progress Tracking.
- Incident Management and Problem Management activities.
- Initiates, develops, designs and uses extremely complex databases.
- Develops and executes complex test plans.
- Develops conversion and system implementation plans.
- Prepares and obtains approval of system and programming documentation.
- Directs, analyzes, and prepares recommended changes in development, maintenance and system standards having critical.
Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.
Confidential, Bowie MD
ServiceNow Consultant
Responsibilities:
- Gathering business requirements wif clients and documenting them in to process requests.
- Designed generalized framework for repeating problems and incidents.
- Extensively involved in service now tool administration,creation of new Users,groups,Roles, IT Services, Applications, Business Services, Routing rules and Blackout Freeze rules.
- Expertise in implementing end-to-end Service Catalog, Incident Management, Configuration &Asset Management, Change Management and Release Management wif Knowledge of Content management.
- Designed forms wif advanced customizations at teh level of Macros/UI page as per teh complex requirements.
- Expertise on LDAP integrations. Very good understanding of Integration wif these varieties of protocols: SOAP, JDBC, and ODBC.
- Experience in scripts which includes Business rules (server side code) and also modified OOB.
- Design and Implementation of service requests through service catalogue in service now.
- Experience in transforming teh data into teh SNOW database.
- Good knowledge on Single Sign on and event based integrations.
- Setting up Configuration Management from scratch defining teh CI classes and their relationships.
- Designed standard workflows which are being re-used and propagated and handled many custom events.
- Created a lot of clients scripts/UI policies also wif a lot of high-level customizations like attaching a custom events and DOM-injection wif JQuery and Prototype.
Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.
Confidential, Saint Louis, MO
Sr. Remedy Developer
Responsibilities:
- Extensively involved in integration of Remedy ARS wif HP Open view for tracking availability and performance.
- Expertise in designing Flashboards to provide real time data.
- Experienced in setting up Service Desk Application.
- Expertise in configuring Mid-Tier on Solaris& upgraded to 5.1.2 from 5.0
- Created web views for forms and configured teh mid-tier using teh configuration tool.
- Created Development & Test environment to test and develop customization and synced dis wif Production environment.
- Customized OOB HD module and designed custom built CM module based on user requirements.
- Maintenance of company’s custom built & customized applications and involved in teh production support.
- Worked on teh performance of teh application by removing teh repetitive workflow and adding indexes on field which are used commonly.
- Trained users about teh usability and teh various processes in teh system
- Implement SLA Module to track Internal OLA and Organizational SLA
- Extensive system testing on both teh development and production servers and used Migrator to keep both servers in sync.
Environment: Remedy ARS 5.x, Remedy Helpdesk and Asset Management 5.x /4.x and MS SQL.
Confidential
Remedy Developer / Administrator
Responsibilities:
- Experience in requirement gathering from various business groups/users.
- Expertise in ITIL frame work and industry best practices for analyzing and evaluating business requirements
- Customized remedy Helpdesk application 5.6 for support center
- Strong exposure in creating remedy forms, Active Links, AL Guides Filters, and Escalations for work flow.
- Monitoring of monthly and bi weekly jobs
- Generation of crystal reports, Monthly reports, SLA Reports etc.,
- Scheduled report generation as per user/Business requirements.
- Extensively involved in installing and configuring Remedy change management application.
- Strong exposure to common request system, Problem tracking & time tracking for remedy applications.
- Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all teh internal projects.
Environment: Remedy ARS 4.x, Remedy Import, Windows 2000/XP, MS SQL Server 2000.
Confidential
VB Developer
Responsibilities:
- Designed teh Database, created tables
- Created Stored Procedures, Views
- Developed various Forms using Visual Basic
- Designed and Developed Forms wif various controls to in corporate teh User Interface in Visual Basic
- Involved in retrieving data using ADO wif Visual Basic COM Classes and presenting it to teh UI
- Used ADO for accessing teh database stored procedures and user defined functions
- Generated teh reports based on teh user requirements and formats
Environment: Visual Basic 6.0, C++, SQL Server 7.0, Crystal reports 7.0 & COM