SUMMARY

• Over 8+ Years of IT experience with 6+ years of experience in ITIL related technologies including ServiceNow Development and Administration.
• Hands - on experience in the technical implementation of Incident Management, Problem Management, Change Management, Service Catalog and Service Portal.
• Extensively worked on Configuration and maintenance of UI Policies, Client Scripts, Business Rules, UIActions and Script Includes by using Glide Form, Glide System and Glide Record objects used by several other important objects.
• Good Knowledge of ITIL and ITSM best practices.
• Experience in configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Experience in configuring the ACLs and creating Users, Roles, and User Groups.
• Configured LDAP Server, for pulling user and group data from Active Directory.
• Extensively involved in the development of moderately complex ServiceNow applications and reports.
• Defined various simple to complex workflows in Service Catalog items and worked on Approval and Dynamic tasks in ServiceNow.
• Working experience in various phases of SDLC such as Planning, Requirement Analysis, Design, Development, Testing Go-live and Support.
• Good experience in CMDB data import using transforms maps.
• Experience in loading data into ServiceNow using Import Sets.
• Experience in migrating data between environments in ServiceNow using Update Sets.
• Managing data with tables, CMDB (configuration management) import sets Users, Groups, and roles.
• Fixed bugs and worked on enhancements for Incident, Problem and Change management and Service Catalog modules.
• Developed different bar charts, pie charts, list reports, and reports.
• Worked on Client, Server-side scripts to meet client requirements using Glide Record APIs.
• Developed solutions using JavaScript, Ajax, Web Services REST APIs and other web technologies to Integrate ServiceNow with internal/ external system and tools.
• Configured Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Created different Transform maps to import data into ServiceNow.
• Experience in configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity.
• Created Individual forms and cat item and Record producers and adding different functionality into it.
• Integrated Snowflake, MicroStrategy,Directory Acess data to ServiceNow instance.
• Experience in implementing end-to-end Service Catalog Items.
• Worked in Installation and Configuration of different modules of ServiceNow.
• Provided daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.
• Expertise writing SQL Queries to fetch the data from the Database.
• Configured MID Server to import data from external sources.
• Experience in integrating ServiceNow using Web services (SOAP and REST).
• Experience in web development (UI) using HTML 5, CSS 3, AngularJS and JQuery.
• Experience in all phases of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile Methodology.
• Maintained the Configuration Items and modified the forms and form Sections.
• Excellent analytical, problem solving, communication skills and strong interpersonal skills, ability to interact with people at all levels.
• A passionate, articulate, goal-oriented and dynamic professional with a successful background in Requirement Gathering, Technical Documentation, Software Validation, Software release and experienced Software Developer in ServiceNow.

TECHNICAL SKILLS

ServiceNow: ITSM, LDAP, ITIL

Programming Languages: JavaScript, Jelly Script, jQuery, Java, Angular JS

Platforms: ServiceNow, SDLC

Web Technologies: HTML, CSS

Scripting languages: JavaScript, jQuery, Ajax

Databases: Microsoft SQL Server, MySQL, Oracle

Technologies: Agile, Scrum, waterfall

Other Tools: Microsoft Visual Studio, MS Office

Products: Service Now

Reporting Tools: Crystal Reports 9, Remedy Reports

PROFESSIONAL EXPERIENCE

Confidential, MD

ServiceNow Developer/ Admin

Responsibilities:

• Identify and document functional needs, technical requirements, specifications, project scope, project plans, and test plans for assigned projects.
• Worked as a developer and Admin in this project.
• Involved in the whole SDLC from Requirements gathering to Designing, Development, testing and deploying the update sets to Production.
• Followed Agile Methods and daily Scrums to track the progress of the project.
• Define the road map for design/develop custom scoped applications in Service Now
• Design/Develop Service Catalog Items and Configured and Customized Service Now Portal
• Customize Core ITIL Modules
• Created Record Producers to task extension tables.
• Configure Mid Server Integrated ServiceNow Dev instance with the existing LDAP
• Worked on HR Case management - Talent Management and payrolls
• Design, Develop and Implement Employee On-boarding, Off- boarding modules
• Worked on Knowledge management portal for HR articles - Policy based and non-policy based
• Worked in production support for all the Service-Now and report related issues.
• Created many Business rules, Client Scripts, UI Policies, UI Actions, and ACL’s.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Worked on Inbound email actions for ticket creation for our customers.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests
• Worked on email notifications, notification email scripts and email templates.
• Worked on day-to-day administration works like Incident tickets, Service Requests within the defined SLA’s.
• Created new service catalog requests and items with variables.
• ServiceNow Customer Service Management (CSM) application from requirements gathering to postproduction support.
• Created Workflow activities and implemented new workflows that use a variety of activities to understand how records are generated from workflows and to manage tasks and approvals.
• Create and use update sets to move customizations between systems.
• Involved in migration between various environments (DEV to TEST to PROD) in Service Now using Update Sets and Import Sets.

Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, SOAP, CSS, XML, AJAX,Integrations, AngularJS, XML, HTML.

Confidential, Frisco, TX

ServiceNow Developer/Admin

Responsibilities:

• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration.
• Followed Agile Methodology for the development of the project.
• Gathered requirements from stakeholders to develop Service Catalog items.
• Worked on Service Catalog, items that involved creating tasks, approval, workflows, client scripts, business rules, UI Policies and UI Actions. etc.
• Experience in creating Catalogs, catalog items and created record producers, order guides in service catalog.
• Software configuration/customization including workflow administration, data imports, custom scripting, implementing new functionality, homepage customizations.
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions.
• Created transform maps both automatic field mapping and scripting. Worked on Update sets.
• Experienced in Upgrading the ServiceNow instances to Istanbul, Jakarta, Kingston, Madrid.
• Developed new SLA’s based on the business processes involved which includes creating/updating the ServiceNow Calendar to keep in sync with the Organizational calendar.
• Designed a Website and Customized login pages, search pages, Views of lists, Tables, Charts, or Graphs.
• Implemented Service Portal by replacing the OOB designs by reusing the widgets, new pages and designing the branding of the portal.
• Increased the flexibility for the users to make use of Service Portal using mobile, iPad to make requests and raise tickets as per their need and communicate requests through portal instead of emails with live tracking.
• Created buttons and context menus both on form and lists using UI actions.
• Created Reports for different assignment groups within an organization and provide training to the employees in creating reports.
• Used Glide Scripting to develop Business rules.
• Developed solutions using JavaScript, Web Services, SOAP, and other web technologies to integrate Service Now With internal/ external systems and tools.
• Created script includes and invoked them in Business rules and client scripts.
• Involved in migration between various environments (DEV to TEST to PROD) in Service Now using Update Sets and Import Sets.
• Demonstrated strong problem solving, negotiating, influencing, facilitation, organization, prioritization, decision making, and conflict resolution skills.

Confidential, Armonk, NY

ServiceNow Admin/ Developer

Responsibilities:

• Interacted with the project team to help define the business and system.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor SLA workflow.
• Created update sets to migrate customizations from one instance to another.
• Developed Page layouts, Navigations and presented designs and concepts to the clients and the management to review.
• Interacted with team leaders to identify and analyze the given information, procedures and decision flow
• Designing and implementing service requests throughServiceNowCatalog.
• Used Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Managed client scripts, UI policies, UI actions and Data policies.
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Created REST and SOAP UI Web Services which enable third parties to communicate with Service-Now.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.
• Worked on Discovery to update computer related information on a regular basis.
• Enable the SSO integration to provide single sign-on-access.
• Moved data in and out of an instance using import sets and transform maps and auto import of data into service now.
• Created notifications based on user requirements and configured Inbound email actions to create incidents or requests.
• Created Workflow activities Implement new workflows that use a variety of activities to understand how records are generated from workflows and to manage tasks and approval.
• Created Record Producers to task extension tables.
• Create and use update sets to move customizations between systems.

Confidential, Phoenix AZ

ServiceNow Developer

Responsibilities:

• Developed on the Service-Now platform including the creation and customization of the core applications such as Incident, Problem, Change and Service Catalog.
• Created Auto Email notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Service Portals, Major responsibility included development and design of Self-Service Portal.
• Planning and managing discovery/ assessment activities and defining high-level program/action plans.
• Performed Complete Customization of ServiceNow Platform at both Native and service Portal end as per Business Requirement
• Performed day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Developed Service Level Agreements (SLAs), notifications and reports
• Developed Service Catalog items, variables and workflows.
• Coordinated Service Catalog options, Including two-step checkout, cart controls and variables.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service-Now.
• Created data sources and loaded the Service-Now tables with different data formats.
• Performed System and integration testing with sample/live data with Support Services team.
• Ensuring complete/accurate field content and data population.
• Documented technical architectures that could be clearly understood and immediately used by developers to construct code and unit tests.
• Managed system upgrades in a timely and low-impact manner.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Maintained and supported Service-Now operational functions.
• Performed System and integration testing with sample/live data with Support Services team.

Confidential, St Louis, MO

ServiceNow Developer

Responsibilities:

• Gathered requirements from the client and analyzed them.
• Prepared Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Build ServiceNow from scratch and develop forms as per clients need.
• Created catalog items and created record producers in service catalog.
• Worked on different modules like Incident, Problem, Change.
• Worked experience on ServiceNow Discovery module.
• Experience in creating UI policies, UI actions and Client scripts.
• Integrated LDAP and doing different integration.
• Worked on the things relating to ServiceNow: Discovery, Automation, CMDB populate Security & Roles.
• Performed ServiceNow admin activities, which involves group and user administration.
• Leveraged knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Understanding of IT service management (ITSM) and the ITIL business process Maintain service level agreement (SLA) and monitor an SLA workflow.
• Worked on workflow and approval issues in service requests.
• Apart from above performing regular activities like moving the code changes from development to test instance and testing all modules when ServiceNow new patch is applied.

Confidential

Web Developer

Responsibilities:

• Involved in development, design, and implementation of the front-end part of the application.
• Developed the UI Screens using HTML5, XML, JavaScript, Custom-tags and CSS3.
• Responsible for the overall layout design, color scheme of the web site using HTML5 and CSS3.
• Used jQuery to select and manipulate HTML5 elements and CSS3 manipulation.
• Used JavaScript DOM manipulation and JavaScript event to generate the data result in UI.
• Converted wireframes in templates including creation of brand identity, website header, menu, information containers, grid styles, navigation, forms, buttons, icons, images, user components and application widgets creation with suitable color schemes.
• Worked with the team of architects and back-end Developers to gather requirements and enhance the application functionality and add new features.
• Wrote test plans and performed unit testing and performance testing.
• Worked with the systems team and Quality assurance team in the process.
• Brought the HTML5 and CSS3 of an existing web site to the latest web standards.