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Lead Servicenow Consultant Resume

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IL

SUMMARY

  • Over 8 years professional and comprehensive experience in configuring, service management design, providing system service and support, administration on technical implementation of various ServiceNow Modules.
  • Functional noledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
  • Performs maturity assessments on ITAM and CMDB customer processes.
  • Experience in working on teh ITIL Process Configuration like Change Management and Knowledge Management and Reporting in ServiceNow.
  • Expertise in Remedy Force, CMDB and Change Management end to end implementation.
  • Hands - on experience on Governance, Risk and Compliance application (GRC).
  • Developing JavaScript and configuring workflows to implement additional features to trigger script enabled jobs for process automation.
  • Engage in full SDLC practices: Analysis, Design, viewing coding, UAT, and Support.
  • Integrated Jenkins with various DevOps tools such as Nexus, SonarQube, and Ansible etc.
  • Configure ServiceNow HRSD including Portal, Enterprise Onboarding, Case Management, Knowledge Management.
  • Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
  • In-depth technical & functional noledge of teh ITBM implementations of Project Portfolio Management (PPM) and Application Portfolio Management (APM).
  • Proficient in SOA and Web Services and REST &SOAP concepts.
  • Worked on setting up Service portal content so dat it's only available to authenticated users.
  • Configuration of Azure AAD Connect Synchronization Tool.
  • Defined teh functional needs for our ITSM system, ServiceNow and designed teh specific implementation.
  • Build process roadmaps for ITAM, and CMDB processes.
  • Created a customized role with all teh required access to teh entire application for teh admin of GRC.
  • Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer teh needs for business workflows, ticketing or other ITSM requirements.
  • Worked as an SRE lead for multiple journeys
  • Working for DevOps Platform team responsible for specialization areas related to Chef for Cloud Automation.
  • Implemented HRSD roles, COE structure, Services Configuration, Record Producers.
  • Experience in all modules of ITOM. (Discovery, Orchestration, Service Mapping, Event Management).
  • Imported Project (PPM module) data from old instance to new instance.
  • Experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow, JDBC Data Loads.
  • Knowledge on Service Mapping and Service Watch.
  • Experience with Service Portal to determine teh users logging in to teh portal and customization with a combination of system properties and script include.
  • Provide health checks on Service Now for ITAM and CMDB processes.
  • Implement and maintain teh ServiceNow platform to meet teh business processes and support ITIL.
  • Familiar with teh concepts of CMDB and Asset Management Services: Business Services and Configuration item relationships.
  • Submitted teh documentation and trained teh GRC users on ServiceNow GRC Application.
  • Developing workflow customizations, and performing quality assurance testing, user acceptance testing and third-party integration for ServiceNow platform.
  • Experience gathering and documentation of requirements, acceptance criteria and other artifacts using teh SDLC application in ServiceNow.
  • Worked on setting up Active Directory, LDAP and SSO integration.
  • Integrated ServiceNow with other applications using RESTful Web Services.
  • Active Directory and Azure Active Directory (AAD) architecture and design.
  • Excellent presentation skill and with experience in conducting ITSM functional workshops.
  • Developed ITAM ServiceNow roadmap.
  • Experience in Service Management and Service Delivery Process. (ITIL Frame Work).
  • Worked on ServiceNow discovery to identify configuration items (CI) and populate them in CMDB.
  • Experience in GRC policy creation with understanding entities, Risk & Control.
  • Working for DevOps Platform team responsible for specialization areas related to Chef for Cloud Automation.
  • Good Knowledge on Single Sign on, LDAP, Mid Server.
  • Knowledge on ITBM and ITOM processes mostly Asset, Discovery and CMDB experience.
  • Member of New Relic implementation plan within APM vertical.
  • Creation of fully integrated SRE dashboard and automated reporting/alerting on performance and availability of live systems.
  • Hands-on Experience in ITAM asset management modules and how teh information flow between ITAM and SAM in teh Service Now.
  • Created ITAM policies and policy management.
  • DevOps Practice for Micro Services using Kubernetes as Orchestrator.
  • Pre-and Post-installation consultant to define and implement industry (ITIL) best practice for teh ServiceNow ITSM Platform.
  • Subject Matter Expert (SME) with complete understanding and working noledge of teh BMC ARS, ITSM suite and CMDB.
  • Knowledge of Remedy programming methodologies and ITSM and ITIL frame work.
  • Evaluated HP PPM and Demand Management for Executive Management.
  • Participated in designing teh Authentication services and Entitlement services on REST and SOAP.
  • Configure few Microsoft Azure subscriptions.
  • Experience in Integration, BA, Planning / Implementation and DevOps/SRE role in Telecom, Cable and networking domains.
  • Implemented Change management from scratch, along with CMDB configuration changes along with customizing and creating new forms and workflows.
  • Experience in GRC modules likes control, Risk, Policies, Documentation, Monitor, and Reporting.
  • Integrate Microsoft, Dynatrace APM model with Organization Incident Management & Security model.
  • Worked on CMDB and populated it by importing data of IT assets into teh system.
  • Provide to all IS Staff on ServiceNow and ITIL process best practice.
  • Setting up Discovery Application and configuring it to update teh CMDB Accurately.
  • Contributed to Cyber assessment metrics and GRC reporting to senior management to influence risk-based results.
  • Customized Scripting on Service Catalog/Email Template/Workflow script.

TECHNICAL SKILLS

Programming Languages: Angular JS, Jelly Script, jQuery, Java, ASP.net, Perl, .net

Platforms: ServiceNow, HP Service Manager, SDLC

Web Technologies: ASP .NET, HTML, CSS, JavaScript, jQuery, Ajax, XML, PHP, JSON, DHTML, Web Services (SOAP, REST)

Databases: Microsoft SQL Server, Oracle, MySQL

Technologies: Agile, Scrum, Design Patterns, ITIL, CSP, MVC, Map Reduce, Android, Machine Learning

Other Tools: Eclipse, QTP, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office, Client Script/Calling server side, code using Glide Ajax in Client Script

Operating System: Windows, UNIX, Linux

Software methodologies: Agile, Water Fall, SDLC and Scrum

PROFESSIONAL EXPERIENCE

Lead ServiceNow Consultant

Confidential, IL

Responsibilities:

  • Deliver requirements analysis and scoping estimates for ITSM & PPM implementation utilizing best practices.
  • Expertise in on-call rotation schedule using Pager Duty. Worked as SRE for two critical applications.
  • Worked on Business Service mapping and wrote scripts in teh sensors to map CI's so dat teh end user can has a graphical representation of CI's and their relationship through BSM.
  • Developed and supported Service Portal for Project Portfolio Management.
  • Managing Security tools DLP, SIEM, Vulnerability scanner, and ServiceNow Security Operation and Penetrations test.
  • me specialize in ServiceNow ITSM, GRC, deployment, installation, and maintenance of software as well as data migration and data management.
  • Architect solutions for ITAM solutions.
  • Worked with Application Owners to restructure CMDB based on Company's Architecture.
  • Resolved vulnerabilities in teh WebEx and FedRAMP GRC environments, POA&M & NIST, using automated scripts created in Python, PowerShell, Bash.
  • Create, monitor, modify, and publish service catalog workflows with approvals.
  • Maintained requirements traceability in ServiceNow SDLC module.
  • Enhancing teh existing LDAP and Single Sign - On (SSO) integration and modified business rules.
  • Configure ServiceNow HRSD suite and implemented HRSD roles, COE structure, Services Configuration, Record Producers.
  • Budget management for all ITSM, Service desk and QA departments.
  • Provide ITAM and Configuration subject matter expertise.
  • Performed teh task of using Discovery to load configuration information to CMDB.
  • Leading change management function for teh SRE team to coordinate and implement changes into Staging and Production Work with business users to identify and refine business requirements and workflows.
  • Worked with key stakeholders to gather & interpret business needs in a software development environment (SDLC) through enhancements intake process.
  • Users are populated into teh system using LDAP integration and worked closely with ServiceNow.
  • Implementation of teh HRSD module, Software asset management (SAM), hardware asset Management (HAM) in teh service now application.
  • Implementing ServiceNow ITOM product, including Discovery, Service Mapping and Active Directory Password Reset (Orchestration) Applications.
  • Worked on configuring customizing and enhancing Project Portfolio Management (PPM) module and integrated with user interface to ServiceNow.
  • Implemented SolarWinds Orion NPM & APM and Nagios XI for system and network monitoring and designed custom tools to monitor proprietary application.
  • Worked on Service Mapping to define business services, troubleshoot teh discovery and mapping process as well as create new discovery patterns.
  • Designed teh layout, CSS, dynamic content for teh End User Self-Service Portal design.
  • Insured proper implementation to reduce teh risk of vulnerability to IT assets.
  • Functional noledge and implementation experience of ITSM frameworks.
  • Provide integration guidance on ITAM and CMDB projects for system integration.
  • Strong understanding of ITIL V3. Deep functional and technical noledge of teh Service Now platform as well as experience delivering medium to large - scale Service Now Development.
  • Collaborated with teh GRC (Governance, risk and compliance) team on teh development of teh GRC solution.
  • Maintain service level agreement (SLA) and monitor an SLA workflow.
  • Created & maintained requirements backlog through User Stories in ServiceNow SDLC module.
  • Involved in LDAP integration with ServiceNow for obtaining users and groups.
  • Experience in Implementing Single Sign on (SSO) using SAML 2.0 with Windows Active Directory and LDAP.
  • Hands on experience in HRSD modules like HR Case management, HR noledge management, HR portal and Enterprise Onboarding.
  • Led successful implementation ServiceNow PPM - Request/ Project Management solution (Istanbul release hosted on MILCOUD) for DCMA.
  • Experienced in installation and managing APM tools (CA APM Introscope, Dynatrace) to monitor teh enterprise applications.
  • Maintain teh integrity of Service Mapping tool across Production and Non-Production environments.
  • Developed widgets and fixed widgets in Service Portals to enhance teh User Experience.
  • Expertise in areas of Vulnerability/risk management, intrusion prevention, incident response, threat intelligence and security .
  • Maintaining and improving site performance and reliability as part of SRE.
  • Handled multiple projects for IT Service Management (ITSM) tools implementation and customization based on ITIL best practices and project management based on PMI best practices.
  • Wrote business rules to avoid empty configuration items to be stored in CMDB after Discovery tool runs a scheduled job.
  • Designed workflows to trigger PowerShell orchestration with PowerShell scripting and scheduled jobs.
  • Coordinated relationships business & technical teams to detail user stories (requirements) to be approved for Sprint & Release plans through ServiceNow SDLC.
  • Having Extensive noledge on SSO, LDAP and active directory Integrations.
  • Developed custom Application on HRSD Application (Scoped Application) as per requirements.
  • Experience across a wide base of modules within ServiceNow, including from teh ITOM and ITBM suites.
  • Development and design of self-Service Portal.
  • Efficiently performed web application, vulnerability assessment using Burp Suite, Metasploit, HP Web Inspect, Nexpose and IBM App Scan.
  • Working noledge of HRSD modules such as Case Management, Knowledge Management, HR Portal, and Enterprise Onboarding.
  • Hands - on experience in implementation of various IT processes on ServiceNow such as Incident and Problem Management, ESS, Change Management, HR Catalog, Service Catalog, PPM and other ServiceNow modules.
  • Worked on multiple projects as an SME (Subject Matter Expert) assisting teh team with complete SDLC process and ServiceNow Implementation.
  • Development of requirement for integration with different systems using SSO, LDAP, SOAP, REST, Email, Import Sets.
  • Developed SAS codes to create teh weekly Sales Analytics reports for teh products PROLIA and XGEVA in order view teh performance of teh products against its competitors in PMO and SRE Markets respectively.
  • Driving APM Change Management Process across Application platforms.

Sr. ServiceNow Developer

Confidential, Boston, MA

Responsibilities:

  • Create ITSM s and guides for end users as well as system administrators.
  • Configured Seven MID Servers (Two are for integration, event management & orchestration, one for LDAP integration, Four for Discovery & Service Mapping) for in different location including DMZ Zone.
  • Automated teh centralized detection of security vulnerabilities with scripts for Vulnerability assessment tools like Qualys guard and Splunk.
  • Assisted ITAM staff in determining business value by providing teh cost analysis and asset-related financial data required to support teh business in its decision-making process.
  • Very good exposure towards ITOM and ITSM modules, Expertise in implementing agentless work in teh enterprise using teh ServiceNow Instance.
  • Worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
  • Experience with Service Portal to determine teh users logging in to teh portal and customization with a combination of system properties and script include.
  • Well versed on with SDLC processes and Waterfall, Agile, Test-Driven Development methodologies.
  • Implemented ServiceNow ITOM/ITSM applications using ITIL V3 services best practice processes, methods, testing.
  • ServiceNow Development and Implementation of ITOM product such as Discovery, Service Mapping and Event Management.
  • In charge on performance and business metrics monitoring and remediation.
  • Thoroughly monitored teh Top-down Approach of service mapping in teh service watch.
  • Responsible for ensuring teh system of record is kept up to date (HP Service Manager, (ITAM), ServiceNow)
  • Architected and Deployed a New Application to Azure Cloud, from Design to Operation/Production.
  • Successfully installed, configured & integrated Microsoft, Dynatrace APM products on Organization’s Data Center environment consisting of Windows Linux Servers.
  • Became Part of Omnium Technology’s DevOps Engineering team dat supports Electronic Trading Infrastructure used by multiple clients across globe.
  • Strong noledge in ServiceNow ITSM, ITOM (Discovery, Service Mapping, Orchestration), HRSD, Asset Management modules with an end-to-end implementation experience.
  • Designing architectures for ITAM systems including integrations with financial, HR and other IT systems and ITIL processes.
  • Extensive ITSM process consulting (ITIL v2 and ITIL v3) experience.
  • Worked on End-to-End implementation of CMDB module using Discovery tool in ServiceNow.
  • Answered pre-sales technical and security questionnaires regarding SDLC, ISO 27001, SOC 2/3 audit, GRC.
  • Experience in creating CI/CD pipeline using Azure DevOps, Jenkins, Code Pipeline to provide continuous Delivery.
  • Has strong skills on cloud administration (Google, AWS, Azure and Bluemix) and DevOps engineering, Kubernetes administration, Google SRE
  • Integrated with Active Directory using LDAP for authentication and Loaded users, groups and roles into ServiceNow.
  • Experience successfully implementing teh ServiceNow HRSD platform and processes leveraging teh HRSD framework.
  • Configured PPM solution scenarios and produced detailed demonstration scripts for teh North American Solutions Consulting Team.
  • Support and monitoring responsibilities of both in-house and AWS environments, using New Relic APM, ELK Logstash, CloudWatch, PagerDuty.
  • Implementing ServiceNow ITOM product, including Discovery, Service Mapping and Active Directory Password Reset (Orchestration) Applications.
  • Designed new Service Portals using HTML5, Angular JS, jQuery, Bootstrap and CSS.
  • Involved in Designing, Development and Implementation of Service Portals for customizing portal Pages using Jelly Script and UI Macros.
  • Wireless network analysis using Wireshark Network vulnerability testing with Nmap as well as EDB viewer to read email without an exchange server.
  • An experienced ITSM Business Analyst; with a strong Agile - Scrum experience in ServiceNow platform.
  • Debugging IIS, Tomcat, Apache, JBoss business services in Service Mapping and Solved unchartered mapping paths by creatively leveraging custom patterns within teh Service Mapping.
  • Working as an DevOps SRE Specialist on google cloud
  • Assist clients address business needs through teh application of teh ServiceNow platform in support of ITIL best practices.
  • Configured IP Addresses to identify teh undiscovered CI's and insert them into CMDB.
  • Worked using Splunk best practice GRC standards for OWASP top 10 CIS CSC, DLP, Data classification, and Encryption standards for Contractors and employee.
  • Assist with development and implementation of DevOps SRE solutions for large scale distributed banking web applications across multiple tiers and data centers.
  • Involved in Configuration, Web Services, Catalog Client Scripting, SOAP, Developing complex workflows.
  • Used SDLC (System Development Life Cycle) methodologies like teh RUP and teh waterfall.
  • Worked extensively on external integrations using Web Services, MID Server, LDAP.
  • Lead teh design, development, and maintenance of teh ServiceNow HRSD platform to ensure dat users are being supported in meeting their business needs.
  • Leveraged ITOM (IT OPERATIONS MANAGEMENT) on BSM MAP, Discovery, Cloud provisioning and Event Management.
  • Supported PPM Product Management as an SME providing customer requirements, emerging industry trends and best practices.
  • Knowledge in Business Services Configuration and Service Mapping.
  • Automated setting up server infrastructure for teh DevOps services with Puppet/Ansible, shell, python scripts.
  • Rotated through teh various Security team which consent of Threat & Vulnerability Management, Risk Management & Compliance & Incident Response.
  • Assessing existing ITAM systems for improvements.
  • Played an active role in various system planning activities including ITIL v3 Configuration.
  • Communication with TDO (Technical duty officer) and SRE (Site Reliability engineer) for incident triaging.
  • Supported teh GRC implementation of RSA Archer 6.2 Regulatory and Corporate Compliance, Incident, Task and Risk Management Solutions/Use Cases and maintenance of technology for teh Compliance Management.
  • Expertise on defining workflows in Service Catalog items, Approvals and performed Dynamic/ad hoc tasks in ServiceNow has been part of end user self-service portal management.
  • Establish Azure as a platform for cloud-based applications and services.

ServiceNow Developer

Confidential, Dayton, OH

Responsibilities:

  • Experience in Creation and maintenance of Service Catalog/Portal Items in support of CMDB/ITOM projects.
  • Lead a process improvement initiative in teh area of project portfolio management with teh use of HP PPM and project management methodology.
  • Business Service Mapping and CI Relationship and Dependency Mapping.
  • Designed teh layout, CSS, dynamic content for teh End User Self-Service Portal design.
  • Create functional design specifications, azure architectures, and assist with other project deliverables as needed.
  • Participate in end-to-end ServiceNow implementation planning including issue tracking, communication and deployment management for various ITIL processes.
  • Good noledge of Asset Management Services, Business Services and Configuration Items and Configuration item relationships.
  • Involved in product launch analysis for XGEVA and PROLIA to compare its sales against teh SRE and PMO market products respectively.
  • Developed PowerShell scripts to automate tasks based on workflows with PowerShell orchestration.
  • Conducted teh full SDLC lifecycle to implement ServiceNow Software and Hardware Asset Management and integrated it with an external discovery tool.
  • Integrated ServiceNow with LDAP for authentication.
  • Oversee teh performance and execution of multiple HRSD processes within ServiceNow.
  • Experience in installing, configuration and administration of CMDB/ITOM.
  • Setup teh overall PMO organization and developed and implemented all teh standards, templates, dashboard reporting as part of an overall process improvement for PPM.
  • Design and Architect Dynatrace APM Solutions implementation covering 350+ high end Servers both in Non-Production and Production environment.
  • Solid experience in ServiceNow, ITSM Suite, Migrator, Remedy, Oracle, SQL Server, Sybase.
  • Provide strategy and technical insight in designing and supporting ServiceNow based on best practices in ITSM/ITAM.
  • Identifies and Recommends teh ITIL methodologies to deliver technical methodologies around teh ServiceNow platform.
  • Updated teh GRC controls changes from NIST rev 3 to NIST rev 4 and control assessment changes from NIST A to NIST 53A rev4.
  • Expertise on defining workflows in Service Catalog items, Approvals and performed Dynamic/ad hoc tasks in ServiceNow has been part of end user self-service portal management.
  • Excellent noledge of teh Agile / Scrum and Waterfall methodologies for Software Development Life Circle (SDLC).
  • Done migration from 4.5.3 to ICAN using SRE version of ICAN.
  • Created several workflows for ITSM, Service Catalogs, GRC, Security Operations, Performance Analytics and HRSD.
  • Experience with implementation of ServiceNow ITSM, Service Portal, ITOM.
  • Implemented a PMO Organizational, developed project management standards, PPM, Score Cards, PMO Portfolio Management dashboard reporting.
  • Build and remapped of APM and security data to Splunk app’s CIM data models.
  • Implemented Service Mapping for critical business Application.
  • Developed HR portal for teh client, Worked on UI Macros to create pages and developed new and maintain/enhance Service Portal widgets on portal.
  • IT security incident and vulnerability response and escalations.
  • Responsible for requirements gathering, UAT and production sign-off for ITIL tool migration.
  • Strong skill set in teh Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, CMDB.
  • Consult auditors and Information Security leaders on all GRC tasks.
  • Analyzing, executing and streamlining DevOps practices.
  • Integrate Microsoft, Dynatrace APM model with Organization Incident Management & Security model.

ServiceNow Business Analyst

Confidential, Cedar Rapids, IA

Responsibilities:

  • Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating teh user and group table record.
  • Excellent noledge of ServiceNow UI tools Service Portal, CMS, etc.
  • Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
  • Trained in Service Mapping, Orchestration, adding users, password reset, creating mailbox etc.
  • Implemented service portals by developing several widgets over teh portals for users based on roles.
  • Plan Azure subscription activities which include designing teh organization’s subscription, administrative, naming convention, information security, and billing models.
  • Support others who work with teh ITSM tools by providing expertise and assistance as needed.
  • Build and manage good relationships with QBE staff and their management, teh customers of teh Asset Management service (ITAM).
  • Worked on identifying teh users, groups, categories and following teh ITIL standards while designing these solutions.
  • Setting up Discovery Application and configuring it to update teh CMDB Accurately.
  • Experience with GRC (Governance, Risk, Compliance) process such as Documentation, policy creation, monitoring and verification, Reporting.
  • Build server deployment on Cloud (EC2) servers with halp of DevOps tools like Puppet.
  • Experienced in teh SDLC, sending new applications/modules and controlled code movement from non- creation to generation environment.
  • Involved in Integration with third party tool Altiris, where data is imported to CMDB.
  • Customization ITSM modules Incident, Problem, Change, Request, SRM, External integration with SCCM.
  • Implement Workflows, Actions, Reports, Wizards and Views in ITAM; optimize and improve codes for better results.
  • Work across teh company IT process based on ITIL v3 framework and ServiceNow system.
  • Experience in handling tables on CMDB and also had a profound noledge and experience on DISCOVERY & SERVICEWATCH.
  • Engaged business partners across enterprise to execute service definitions and service mapping.
  • Expertise on ServiceNow GRC in managing governance framework, policies, laws and regulations and best practices in one system and then mapped them to controls.
  • Provide Recommendations to clients with respect to cloud migrations and prepare technical implementation roadmaps for Azure adoption.
  • Deploying data transfers between ITAM, SAP, DDM, FTP and cross platform transfers via Connect-It.
  • Design and implement Kubernetes applications on Azure Container Service (AKS)
  • On requirement provided solutions to teh Asset Management team in re-building teh workflow for in and out of an asset.
  • Resolved typical user access and role issues by verifying LDAP and user’s table.
  • Experienced GRC tools like shared assessment, ServiceNow and Archer for vendor assessment/review.
  • Application of automations tools like Chef, Puppet, DevOps based on teh requirements.
  • Deployed workflows and in customizing teh applications in ServiceNow using Java script, Jelly, AJAX, CSS and HTML.
  • Adept with different software development methods (SDLC) like Water Fall and Agile (SCRUM) Method.

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