SUMMARY

• 12+ Years of professional experience in IT industry, 6+ years of experience as a ServiceNow Developer and Administrator
• Over 4+ years of experience as a ServiceNow Consultant in ITOM suite of applications such as Discovery, Service Mapping.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration, Web services, Discovery, Workflow, and CMDB.
• Worked on Service Mapping integrated with the ServiceNow CMDB, populating service maps into the CMDB to create a service - aware single system of record. This in turn enables other ServiceNow applications with information that makes them service-aware.
• Worked on various modules ofServiceNowlike Incident management, change management and Problem management, Event Management, Service Catalog, User Administration, Reporting and Discovery
• Worked on Microsoft Azure and AWS Cloud Watch integration with ServiceNow.
• Hands on experience on various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Change Management, Knowledge Management, Content Management System (CMS), Reporting, Integration with Web Services, Scheduled Jobs.
• Implemented of Discovery from scratch, by installing MID Servers on remote desktops.
• Proven experience in working with wide variety of ITIL tools like BMC Remedy and various ServiceNow modules, CMDB, integrations with SCCM and SolarWinds.
• Expertise in optimizing the performance and working of Client Scripts, Server-Side Scripting, UI scripts and UI Policies.
• Implemented data security using Access Control Lists (ACL) and Data Policies.
• Experience with Discovery tool in ServiceNow to fetch the CI related information.
• Experience in monitoring, configuration and Maintenance of CMDB Health Dashboards.
• Experience in configuring the Discovery Schedules and working with Discovery patterns.
• Supported Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), CMDB, and Workflow.
• Configuration Management: setting up CMDB from scratch by defining the CI classes and their relationships. Used JDBC as Data Sources for bringing in data from Solarwinds into ServiceNow.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Created accurate service maps, based on infrastructure information in the ServiceNow Configuration Management Database (CMDB) Create and Manage Access Control Lists (ACL).

TECHNICAL SKILLS

• Incident Management
• CMDB
• Discovery
• Service Mapping
• Cloud Management
• Event Management
• Flow Design

PROFESSIONAL EXPERIENCE

Confidential

Sr. ServiceNow Developer

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Created various Flow design to automate business processes
• Worked on ITOM module for Discovery, Service Mapping and worked on BSM Maps.
• Created Flow design for better UI and to allow natural language to automate tasks, approvals, notifications
• Develop / Configure workflows, forms, and underlying logic using SCRUM / Agile methodologies
• Worked on loading the data into Service-Now using import sets.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Involved in migration between various Service-Now instances using Update Sets.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Trained all the users of the reports on using ServiceNow ITSM tool and exporting reports to various formats.
• Designed, developed, and maintained the report portal which provides user access to scheduled reports and report parameters.
• Provided user training, guidance, and instructions for information retrieval from Microsoft SQL databases through JDBC data source. Created custom tables, based on business needs.
• Defined and configured Discovery schedules and Worked on Discovery and set up mid servers and check for the connectivity.
• Performed the task of using Discovery to load configuration information to CMDB.
• Performed horizontal discovery from scanning to exploration using different probes and sensors.
• Configured ServiceNow discovery and orchestration
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Worked on Email Notification, Reports and Database views.
• Checking MID server health and monitoring ECC queue.
• The objectives of PPM are to determine the optimal resource mix for delivery and to schedule activities to best achieve an organization’s operational and financial goals.
• Responsible for creating various workflows for Incident Management, Change Management, Problem Management, Service Requests and SLA's.
• Worked on Business Service mapping and wrote scripts in the sensors to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.
• Worked in production support for all the Service-Now and report related issues.
• Involved in basic SOAP message creation and Web service implementation.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Responsible for the acceptance, identification, storage, and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered, and these records are correct and up to date.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Provide backup to other team members, as needed, for activities such as CMDB administration, system upgrade and patching, regression testing and releasing of new applications.
• Integrated Microsoft SCCM with Service Now for pulling the entire configuration item into Service Now.
• Played a significant role in developing policies and processes related all areas of the software asset lifecycle and defined strategies for managing and optimizing software asset usage.

Confidential, Woodcliff lake NJ

Sr. ServiceNow Developer

Responsibilities:

• Configured and executed client’s scripts/UI policies.
• Responsible for the ServiceNow tool administration module and creating new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Created many scripts which include Business rules for server-side scripting.
• Imported many CI's, Service Now Application UI Configuration, Workflow Configuration, Data Loads done by import sets.
• Worked on variousIntegrationslike Netcool and EmailIntegration.
• Used REST API with support methods like GET, POST, PUT, and DELETE.
• Built Reports, Gauges and Home Pages.Configured the end user dashboards with the Reports Gauges and Live Feed, SDLC and Timecard reports.
• Wrote unit test cases/System Test Cases and executing positive and negative test cases.
• Worked with User Interface (UI) policies, data policies, UI actions, business rules and client scripts, activate plug-ins, manage data with tables, import sets and update set.
• Perform ServiceNow implementation tasks including configuration, integration, custom programming.
• Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.
• To set up Configuration Management and defining the CI classes and their relationships.
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Created Business Rule, UI Action by using Glide Script.
• Played a significant role in developing policies and processes related all areas of the software asset lifecycle and defined strategies for managing and optimizing software asset usage.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• TrainedServiceDesk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Check the change management document and verify the changes. Assist in Release Management during product and patch releases.
• Provide training sessions on ticketing tools, reporting and data entry. Developed UI Actions, script includes and Business rules for overall platform.
• Following up with clients, interacting with end users on process requests, user training etc.

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Involved in gathering business requirements and analyzing the project scope, for ServiceNow development and administration.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on End to End implementation of Discovery within the ITOM Module.
• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.
• Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Responsible for the ServiceNow administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services and Blackout Freeze rules.
• Worked on ITOM Discovery, Service Mapping, Orchestration and set up MID servers and check for the connectivity, became an expert in troubleshooting Discovery tool.
• Creation of Custom Related List, Dictionary fields.
• Gathered business requirements from the customers, stakeholders, end-users.
• Involved in weekly scrum meetings.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.
• Created Use Cases, Class Diagrams, Sequence Diagrams and Flowcharts for the Optimization Module using MS Visio.
• Used ACL's for controlling the security mechanism in ServiceNow.
• Developed and configured Business Rules, Script Includes, UI Policies, UI Actions, Catalog Client Scripts and Client Scripts, Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc.
• Developed and maintained APIs and data integration processes between ServiceNow and other services.

Confidential, New Jersey

Sr. Business Analyst / QA

Responsibilities:

• Responsible for Project Planning, Execution and Delivery.
• Assisting in execution of all communications internal to the project team
• Responsible for business analysis from inception to delivery including initiation, planning, set milestones, execution, tracking progress, delivery, and reporting.
• Responsible for Analysis and Assessment Sprint Planning and Delivery
• Continuous liaison and project coordination between business groups and technology teams i.e. PMO, design, development, UI, QA, data management, risk management.
• Maintaining and update of all Azure DevOps streams
• Document functional requirements, system design specification use cases, workflow diagram, screen and interface designs
• Responsible to drive Defect Review Meeting with business to prioritize the defect.
• Responsible for Preparing detailed Test Strategies, Test Plans and Requirement trace ability matrix (RTM) and Test Cases based on Business needs and Technical requirements in Agile Environment
• Responsible for coordination of both offshore and onsite team’s daily tasks planning, assignment, and tracking & Tracking Defect in HP ALM
• Managing Team of Offshore QA and Engineers performing functional testing from end users perspective,
• Received requirements/use cases to be tested from Stakeholder, Author test cases, and reviewed test cases with Stakeholder to ensure accurate and full testing of all business processes.
• Supporting Project Manager to track and maintain the deliverables timeline
• Assisting PM in development, maintenance, and coordination of key project deliverables
• Managing End-to-end testing responsibilities in Azure DevOps interfacing with Client Test Managers, and creating project closure documentation as it relates to the testing phases
• Follow-up and interacting with Leads to tract the release progress
• Supporting Project Manager, Delivery manager creating various report for leadership meeting
• Created detailed ETL/Informatica test plan for release, reviewed test cases for accuracy and reputability during/shortly after requirements definition
• Responsible for reporting accurate test coverage of requirements in a release Generate reports and communicating project status to all Stakeholders
• Designed Complete test coverage & systematic approach based on project scope and SDLC.
• Elicit business requirements and converted them to functional requirements.
• Designed business requirement & systematic approach based on project scope and SDLC.
• Involved in requirements analysis and related activities for complex projects that cross multiple systems.
• Prepared data flow diagrams and wireframes using Visio
• Translated business requirements for UI developers by preparing user interface (UI) and product Design.
• Involved in implementing Business Process Management Notation (BPMN)
• Work together with technical team during the entire SDLC to ensure all requirements are delivered as expected