SUMMARY

• Overall 6+ years of professional experience in IT industry.
• Around 5 years of experience in ServiceNow platform Implementation, Support, Development and Administration.
• Hands - on experience on various IT Services of Service-Now tool like Service Now Administration, Service Catalog, HR, Incident, Problem, Change Management, Knowledge Management, Reporting, Basic Integrations with Web Services.
• Experience in configuring and customizing various aspects of Service Now like UI actions, UI Policies, Business rules, Client scripts, Script Includes.
• Experience in upgrading instances to latest version every year, and responsible for analysis of the impact on the existing customization and Conflict Resolution.
• Experience in providing training to client agents to show them how the process works within ServiceNow and help them through their initial journey.
• Experience in handling end customers to understand their expectations on raising and handling requests and discuss those with DL’s to further improve user experience.
• Experience in Implementing Single Sign on (SSO) using SAML 2.0.
• Experience in migrating clients from WQM v7 to Service Now which includes integrations, SSO setup, Migration of user data and the open tickets.
• Configure Mid Servers on local Windows servers in multiple Service Now instance for various Integrations and Discovery with third party applications.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience in enhancing the ServiceNow functionality by customized JavaScript code to support the new business needs.
• Experience in handling multiple teams to meet the requirement on timely manner.
• Experience in Customer system support (CSS) module where requests are handled and delivered on time.
• Experience in organizing calls with both DL’s and stakeholders to lockdown the requirements or handle the open issues.
• Experience in raising request to CAB team and making sure the changes are deployed to production on time.
• Experience in GRC strategy, design, and implementation of GRC & Security solutions using ServiceNow.
• Experience in configuring SLA’s in the Incident Management Application.
• Experience in HR Case Management Application and Administration of organizational data to facilitate the auto-assignment of HR cases, Catalog items to create the cases and the HR Service Portal.
• Worked on Latest versions of Product.
• Worked directly with EMEA, APAC and NA clients, and supported them throughout the new enhancements and bug fixes.
• Implemented Customer service support (CSS) module within shared ServiceNow instance.
• Experience in Server Script (Business Rules/Script Include) and good understanding of Server/Client API.
• Data modeling and creating ACL for new custom tables. Also, involved creating Custom Application and Modules.
• Experience in Creating transform maps both automatic field mapping and by scripting.
• Worked with Import Sets and Update Sets in ServiceNow.
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Implemented Perspectum to replicate the data from SNOW to SQL data base for reporting purposes.
• ServiceNow Administration and Production support including maintenance of lower life cycle instances.
• Good understanding of object-oriented analysis design and application development.
• Maintaining a traceability metrics for tracing requirements thru the SDLC process steps, that is, from requirements to JIRA Stories to Acceptance criteria to test cases to User Acceptance testing.
• Good experience with Microsoft Office tools like Excel, Word, Power point and Outlook.

TECHNICAL SKILLS

ITSM Tools: Service Now Helsinki/Jakarta/Kingston/Paris/Quebec, Service Desk 7.6.4, Service Request Management 2.1/2.2/7.6, Remedy Migrator 7.x/5.x, BMC Atrium CMDB 2.x, Remedy Approval Engine

Proxy tools & Add-ons: Burp Suite, Nessus, Nmap, Live HTTP header

Specialties: ServiceNow, ITIL.

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX.

Scripting Language: JavaScript, Jelly Script

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: TOAD, SQL*Plus10g/9i.

Web Technologies: PHP, XML, HTML, Java, Java Script

Operating System: UNIX, Linux and Windows

Certification: ITIL V3, ServiceNow Admin, ServiceNow Implementation

Packages: MSOffice (Word, Access, Excel, Outlook and PowerPoint).

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

ServiceNow Developer (Infrastructure Technical Specialist)

Responsibilities:

• Created a record producer to automate the process of creating domain, Company, client administration group and visibility groups with respective roles.
• Developed Service catalogs by creating new Catalog items, Designing workflows and Flow designers.
• Recommended appropriate design alternatives to be implemented based on customer constraints.
• Interaction with the client on daily basis to modify/enhance the documented stories.
• Worked on creation of variables, UI policies and client scripts.
• Created Outbound Email Notifications using Email Templates and also worked on notification email script.
• Provided multiple demos and training sessions to a large audience on the new tool and its capabilities.
• Responsible to handle the team and deliver the work on given time.
• Integrated Service Now with internal Legacy Applications through Inbound Email Actions.
• Created multiple Script Includes, Business Rules and UI Scripts.
• Designed and developed customized process for the Inbound Email action.
• Development and Ongoing Support for projects on Incident, Problem, Service Request, Change Management (including the release management) and Demand Management.
• Configuration ofServiceNowmodules, Applications, Forms, Email Notifications, SLA for priority tickets, etc.
• Implemented a new feature for “Email Clients “and embedded it into the Requested Items form.
• This helped agents to communicate with the customers with the given Reply, Reply All and Forward UI action sand respond back with Ease.
• Worked for multiple pharmaceutical, Insurance, and auto companies to setup ServiceNow from scratch.
• Built the test cases and took over responsibility of UAT and deployment.
• Participated on multiple meetings with Stakeholders to better understand the Business requirements for newly acquired companies. Suggested few possibilities vs limitations within SNOW as needed.
• Trained the agents who works on ServiceNow tool and configured the setup as they wanted.
• Migrating the update sets from one instance to another instance i.e., from Development to QA and then to Production upon signoff from testing team.
• And responsible to review the code for best practices and suggest developers if not followed.
• Created reports to multiple clients as per the requirement. And scheduled them as required.
• Debug and Troubleshoot activities on ACLs for Access Related issues.
• Written script includes and invoked them in business rules and client scripts.
• Involved in design elements for the implementation of ServiceNow GRC solution (including design data/object models, technical workflow diagrams, access control models, etc.).
• Created transform maps both automatic field mapping and scripting.
• Using REST Web Services Done several integrations with CRUD Transactions.
• Created multiple scheduled jobs to perform day to day jobs, like moving tickets to Closed Complete state once the ticket stays in resolved state for 3days. And another one to send off board notification to users who left the Org.
• Added IDP’s for multiple clients within the same instance to make SSO work.
• Responsible for Paris Up gradation in ServiceNow and also involved in the analysis of the impact on the existing customization after Paris Up gradation.

Environment: ServiceNow, ITIL, JavaScript, Jelly, Ajax, SOAP Web Services, XML, J Query, JSON

Confidential, Bloomington, MN

ServiceNow Consultant

Responsibilities:

• Gathering Requirements from client and creating catalog Items with Variables and Variable sets.
• Participated in Service-now implementation by customizing the forms and Lists of Incident & Problem Management tables.
• Creation of Workflows and Execution plans for the catalog items.
• Creating approvals in workflows and execution plans. Creation of UI pages for a better Developed and helped our customers in creating performance analytics dashboards. visual appearance in catalog items.
• Implemented Service Catalog enhancements and issues, which come up while the tolls are being interacted.
• Played key role in the development and support of Infrastructure Deployment Catalog in the Service Catalog to acknowledge and process all the build requests effectively.
• This is end-to-end development of the catalog, which includes requirement analysis, catalog form design, workflow design along with the dedicated catalog home page using CMS.
• Responsible for the ServiceNowtool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rule.
• Actively Involved in Service Portal design, and the ongoing support and maintenance using CMS application ServiceNow.
• Maintaining product catalog to import the configuration item records.
• Writing Business rules, Client scripts, UI actions and UI Policies as per the client requirement.
• Making sure that asset table mandatory fields are filled while importing.
• Implemented Record Producers to create incidents for emergency Service requests and creation of Change requests.
• Generated Buttons and context menus using UI actions on forms and lists.
• Developing custom Tables, Fields and configuring Access Controls over them.
• Experience building and coding Configuration Management Databases (CMDB).
• Experience with using mid server, web services, email, and other relevant technology to integrate tools with ServiceNow.
• Importing the Knowledge Articles different external sources like excel sheets using data sources and transform maps.

Environment: ServiceNow, BMC, ITIL, JavaScript, Jelly, Ajax, SOAP Web Services, XML, J Query, UNIX.

Confidential, San Antonio, TX

ServiceNow Administrator/Developer

Responsibilities:

• An extensive hand on various scripting API’s present in ServiceNow platform, Service Catalog and Request Workflow Design and Configuration.
• The service we also provided to clients is a semi-managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Experience in handling XML files.
• Strong knowledge of relational databases and SQL.
• Writing Data Sources, Transform maps and properly analyzing coalesce to avoid duplicates.
• Maintain service level agreement (SLA) and monitor an SLA workflow.
• Perform minor enhancements requests to the client’s ServiceNow instances, including changes to the user interface, system properties, foundation content and modification to existing workflow.
• Configure Users, company, site, location and other existing fields and configured Support Groups, assignment rules, categorizations, CI data, SLA.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, Schedule a call from the service desk and schedule a time for solving the issues with one to one personally.
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents, and a search bar for searching of Incidents.
• Involved in creating of IT New Flash where the day-to-day news are getting scrolled by using the knowledge articles.
• Exposure on multi-domain systems to communicate each other.
• Experience in iteration development experience with Agile/SCRUM.
• 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.

Environment: ServiceNow, ITIL, JavaScript, Jelly, Ajax, Web Services, XML, DHTML, J Query, JSON

Confidential

Remedy Developer/Administrator

Responsibilities:

• Gathered requirements from various business groups/users and converted business requirements into functional specifications.
• Created Several Flashboards which show the server statistics and performance statistics.
• Created a Standalone web Application through which Users run reports on demand and see the aging reports.
• Extensively involved in the customization and development of various applications.
• Worked on Auditing and archiving of the applications and forms.
• Worked on Change Management Testing, Problem Management and Asset Management.
• Installed and Configured BIRT reporting tool to remedy AR system.
• Involved in installing and configuring and setting up of data in CMDB 7.6.04 sp2
• Integrated with ITSM Modules i.e., Helpdesk, Change Management, Asset Management, Approval Server and Tele alert.
• Worked on Incident management module as per the requirement and other modules such as ITSM, CMDB and Knowledge base.
• Participated in requirement analysis meetings and discussions for IPS 2.0 (Implementation Project System) Project.
• In this phase, the goal was to eliminate Remedy User Tool and replace it with a JavaScript and HTML based front end user portal.
• Extensively involved in the transition of an application from Client (User) tool to Web.
• Designed various crystal, BIRT and Metrics reports based on user requirement.
• Customized the OOB Help Desk, Change Management, Asset Management as per the company's business requirements.
• Converted existing crystal reports into BIRT web reports.
• Involved in solving Helpdesk tickets and production issues for Remedy ITSM 8.1.
• Customizing ITSM application and creating and validating tickets in different ITIL processes.
• Responsible for creation and maintaining of groups and permissions for users
• Used to monitor log files on server.
• Involved in licensing and providing access permissions to many users and functional analysts.
• Extensively involved in the development work by designing workflows using forms, active links, filters, escalations etc using Developer Studio 8.1 and 7.6.04 SP4.
• Involved in presenting and knowledge sharing of BIRT functionalities with team and other departments.
• Extensive system testing across multiple server environments and used Migrator to keep all servers in synchronous.

Environment: Remedy ARS 8.x/7.x, CMDB, Remedy ITSM 8.1, Remedy Migrator 7.6, Remedy Data Import 8.1, Crystal reports 2008/9.x, BIRT 2.5.1, SRM 7.6, MS SQL server 2008.