SUMMARY

• Overall 7+ Years of IT experience in Software Design, Development, Analysis, Testing and Implementation of business applications for Automobile, Airlines, Healthcare and finance Industries.
• Excellent experience in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (ServiceNow), including around 6+ years of experience in ServiceNow as both Admin and Developer.
• End to End Development and Customization of Incident/Problem and Change management applications per ITIL processes and policies.
• Assisted in configuring product such as servers and workstations.
• As a ServiceNow Technology Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management, Service Catalog, Asset Management with extensive knowledge on Content Management System.
• Worked on gathering requirements and converting BR’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Created transform maps for importing CMDB data.
• Strong skill set in the Service Now suite development including REST integrationhub.
• Knowledge on Automation Test Framework (ATF).
• Configure ServiceNow tool for the defined processes. Design and develop scripts for any customization required.
• Integrated Incident management and task management modules with external applications using remedy.
• Expert in providing enterprise Single Sign-On (SSO) solutions and integration using CA/Netegrity Products.
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Expertise on creation of workflows for Service Catalog items in ServiceNow
• Worked on Agile methodology and moved to Visual task board where it is also used as Kanban board in servicenow
• Developed Java scripts and configured workflows to implement additional features, customizations and enable the process flow.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Documents business and/or technical needs using textual, and visual, modeling deliverables designed to help meet its strategic objectives
• Post roll out production support.
• Worked on HPALM application and their test cases
• Familiar and followed agile, agile safe and waterfall,scrum, SDL methodologies.
• Worked on on GRC application (Governance, risk and compliance).
• Worked on Project Portfolio Management and Event Management.
• Efficient team member with excellent work/time management skills, excellent leadership, communication and interpersonal skills and ability to work under strict deadlines.

TECHNICAL SKILLS

ITSM Tools: ServiceNow, Service Desk, Service Request Management, Change Management, Asset Management, Service Catalog, Service Level Agreement, CMDB, HR,CSM, ATF, Scoped applications, REST API, GRC, Orchestration, Integrations, SLA, Knowledge Management, Reporting, Gauges, Integration Hub, PPM, APM, ATF, Flow Designer, Integration with Web Services (REST/SOAP), Service Portal

Specialties: ServiceNow, Remedy Now, ServiceWatch, Air Watch, ITIL, ITSM.

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

Scripting Language: JavaScript, Jelly Script.

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

Database Tools: SQL*Plus10g/9i.

Web Technologies: XML, HTML,Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: Linux and Windows,IOS

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

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

Sr. ServiceNow Developer

Responsibilities:

• Upgraded Quebec to Rome versions and worked on all the patches and cloning of the environments
• Involved in redesigning the workflows using ServiceNow workflow editor and flow designer
• Perform QA testing & UAT of user stories from approved Sprint for scheduled deployment.
• Coordinating the instance upgrade activities and migration activities using Update Sets
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, and SLA Management.
• Lead Skip Remediation meetings whenever patches or upgrades happen
• Designed and developed new widgets on catalog variables custom service portals
• Created many ATF test cases and ran the ATF test suites within instance using ATF module
• Created many service catalogs with new flow designer and performed code review
• Code reviewed many stories that are completed in development and moved to reviewed lane
• Designed and implemented SLA - Service Level Agreement and the required work flow with Email notifications.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Worked on and followed Kanban Methodology
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Created schedules, reports and monitor performance of Service-Now.
• Worked as release manager and helped in moving all the update sets to prod while release is going on
• Experienced in designing, development, and implementation of ServiceNow Platform ITSM application.
• Created standard flow designer for all the catalog items that are redesigned using flow, actions, data stem and configuration
• Enabled ServiceNow applications with workflows, events, Scheduled Script Executions (Scheduled Jobs), and email notifications.
• Used ServiceNow platform feature “Flow Designer” and automated approvals, tasks, notifications, and record operations.
• Demonstrated ability to manage and troubleshoot the configuration management environment
• Worked on ITAM radia jobs on implementing the data that moves from import set table to target table using transform maps
• Worked on modules like ITSM (Incident, Problem, Change and Knowledge Management), ATF, Integration, Service Catalog, Scoped Application Development, Reports, and dashboards, Software Asset Management.
• Participated in upgraded versions of ServiceNow. (Quebec, Rome).
• Performed advanced customizations including business rules, UI policies, UI macros, UI scripts. Script includes, Client scripts, custom tables, and reports
• Implemented enhancements for ACLs, UI policies, UI actions, data import jobs, transform maps, transform scripts, and system properties.
• Customizing and developing for the ServiceNow Platform using JavaScript, CSS, HTML and Other Web Based scripting.
• Built forms from scratch along with advances customizations at the level of UI Macros/UI page as per the complex requirements

Confidential, Irvine, CA

ServiceNow Consultant

Responsibilities:

• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes with the working knowledge.
• Experienced in the analysis, development and automation of various ITSM,ITOM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of REST
• Creating Knowledge articles to document the steps in creating the catalog items.
• Created catalog items and customized the fields and used scripts to auto populate with all the required information up on loading the form by using client scripts.
• Involved in Upgrading the implementations of ServiceNow version to Quebec and cloning activities
• Collaborate with the GRC team on the development of the GRC solution.
• Implementing, configuring, onboarding, and administrating GRC plugins.
• Created a customized role with all the required access to the entire application for the admin of GRC
• Worked on many enhancements and customizations on GRC Profiles, Policy and Compliance, Risk management, Vendor risk management, Exceptions, Remediations, PICA
• Created Risk Management page to track the record
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• REST/SOAP and EMAIL Integration.
• Involved in complete development using Agile Development Methodology and tested the application in all iterations..
• Building knowledge base and knowledge transfer programs to build and support employee development and succession planning
• Worked on Robust Transform in importing the data through data sources
• Worked on IntegrationHub using the REST api to call the data and Pagination to retrieve the excess data to the imports
• Used Flow Designed to create Actions, flow and Data stem in integration Hub
• Created Custom application/Scoped Application to using studio
• Used Custom application/Scoped Application to create tables, forms and protect the data.
• Used Pagitation to call the excess data that need to be fetched
• Designed, developed and interpreted reports and dashboards which clearly and concisely show key workforce trends and problem areas.
• Experience with Service Portal to determine the users logging in to the portal and customization with a combination of system properties and script include.
• Preparing customer for Go-live and planning on handling post GO-live defects Responsible for handling all HI requests like cloning activities, instance upgrade, quarterly patching and to open cases if something is brokenƒ.
• Followed agile methodology for acceptance criteria based on user stories associated to each sprint
• Core Application Administration: Policies Interactions, Application Security, Events Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Worked on Jira and Confluence applications and followed agile methodology

Confidential, Jackson, MI

ServiceNow Developer/Lead

Responsibilities:

• Assisted client implementation on the MSP (Managed Service Provider) instance for Service-Now and Domain separation for ServiceNow Instances.
• Worked in production support in fixing the bugs and resolving the incidents
• Performs gathering, analysis, documentation, and validation of business and/or technical needs
• Involved in Upgrading the implementations of ServiceNow version from (Madrid to New York) (New york to Paris)..
• Manage newly implemented Incident, Problem and Change Management Processes. Insure Continual Service Improvement.
• Formulated product requirements for scalable implementations. program plans and provided delivery of client implementations.
• Used scoped applicationprovides protection from the native ServiceNow environment
• Delivered consulting services to install, configure and integrate software products from ServiceNow with a focus on ITBM module (Project Portfolio Management, Release Management, Demand Management, Financial Management, Resource Management, Agile Development, Test Management, and Software Asset Management)
• IT Service Management processes - specific to Manage Request Fulfillment, ITSM,Service Catalog concepts, CMDB/Configuration and Change Management and ITIL
• Worked on Building Customer Service Portal from scratch
• Worked as the production support team in solving the incidents and requests raised by customers.
• Maintain the production support incidents and their SLA’s so that they doesn’t breech the timeline
• Validate that the Implement Change (Doer) & the Check Implementation (Checker) tasks are not assigned to the same person
• Created transform maps, Robust Tranform maps for importing CMDB data..
• Configured Business Rules, Script Includes, UI Actions, UI Policy, Data Policy Scheduled Jobs - all scripted aspects of the ServiceNow system.
• In-depth knowledge of the technical implementation of Service Catalog module, Reporting and Integrations.
• Plan and implement ITBM modules (e. g., Project Portfolio Management, Demand Management, Resource Management, Financial Planning, Application Portfolio Management
• Experience with implementing ServiceNow PPM, including migrating from Project Server to ServiceNow.
• Experience in the effective use of the ServiceNow ITBM data model, and apply data governance strategy and considerations to maximize reuse of common data elements and to maintain high data quality.
• Directed the transformation of complex end-user requirements during Cloud conversion; advised on options, risks, and impacts on business processes and cultural adoption.
• Assisted in data management for client based configurations.
• Worked on Project Portfolio Management PPM module ( Clarity) to view all the related projects and application
• Confidential the same time and track their progress by Gantt charts. Also worked on demands in the PPM module.
• Created Event Registery to call the custom object and send the parameters
• Created Custom Event in Event Registery
• Monitors and reviews the execution of the Catalog Management process at ahigh-level,ensuresit remains consistent with the organization’s current culture and IT Service Management strategy,and ensures coordination with all other IT processes
• Created many client scripts, UI Policy, UI actions, Variables, Variables Sets, Access, Work Flows that were attached to the Catalog Items
• Maintained catalog items to track the requests that were submitted out of it.
• Experience in system integration experience using web services and other web based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP
• Worked on multiple integrations/e-bonding between SNOWLM and other third-party applications like Clarity, x Matters, SAP,MuleSoft CHARM, VeraSmart, Supply chain.
• Participated in data integration and web workflows using XML.
• Creation of database views to extract the data from different CMDB tables and generate the reports.
• Worked on Encryption data through REST/SOAP API integration/e-bonding and customization
• Created multiple reports and Visual Task Boards.

Confidential, MI

ServiceNow Developer

Responsibilities:

• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Built the new employee onboard and off board UI and workflows with customizations as per the business needs
• 30 service catalogs has been built for service portals
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Expert in JavaScript, JQuery, prototype scripting used in ServiceNow.
• Knowledge of working with different kind of scripts in ServiceNow and their order of execution.
• Experience working with email notifications, inbound actions, reports, and home pages.
• Experience on creation of catalog items, record producers, interceptors, Knowledge articles.
• Working on creation and customization of complex workflows and custom workflow activities.
• Worked with transform maps, data sources and different transform scripts for data loads and management.
• Implemented the specialized modules of ServiceNow like HR Case Management, Service watch, Time Card scheduling and test Management as a Developer and Administrator.
• Experience with scoping/configuring HR Lifecycle events
• Gather and translate business needs into requirements for enabling service center technology (ServiceNow); collaborate with HR SSC resources to understand business needs and implement technology enhancements.
• Manage acquisition, deployment, utilization, tracking, security, and final disposition of IT Assets.
• Created Performance Analytics widgets, scorecards and dashboards.
• Perform QA testing: impersonating PO, Service Owners and End Users to perform User Acceptance Testing in UAT during the Software Development Life Cycle.
• Perform advanced customizations including Business Rules, UI Pages, UI macros, UI scripts, script Includes, client scripts, workflows, custom tables, reports etc
• Created transform maps both automatic field mapping and scripting.
• Involved in determining the relationships using ServiceNow Discovery to find the relationships and service mapping between app instances, applications, business services an infrastructure services.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Create, manage and maintain Security Operations(SecOps) Policies, Process and Procedures.
• Manage privilege access management compliance and remediation for servicenow SecOps
• Worked on setting up Configuration Management sans preparation characterizing the CI classes and their connections.
• Made numerous standard work processes which are being re-utilized and engendered and took care of numerous custom occasions.
• Created multiple reports and Visual Task Boards(VTBs).
• Created Outbound Email Notifications using Email Templates and worked on notification email script.
• Setting up with the dashboards for the reports and created new reports for the survey
• Awesome involvement in the improvement and customization of Service Catalog Items and Workflows.
• Experience working on Customer Service Management (CSM), Case Management, Virtual Agent, Agent Workspace.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Creation of database views to extract the data from different CMDB tables and generate the reports.
• Involved with working in an agile development environment.
• Responsible for Berlin up gradation in ServiceNow and also involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Responsible for mentoring peers and junior curriculum developers in Service now platform.

Confidential

ITSM Analyst

Responsibilities:

• Manage issues as they occur, providing the appropriate vetting of the severity of the issue and performing the required management of the high impacting severity problems as agreed in the Incident Management process and Service LevelAgreements (SLAs)
• Gathered user requirements to develop requirement documents, functional specification documents, testing methodologydocuments and training documents.
• Determined severity of outages and technical issues; restored normal service operation by ITIL standard
• Performed financial analysis, business trending, and competitive analysis, marketing analysis, overallcustomer/data analysis, forecasting and budgeting.
• Tracked, analyzed and modeled operational Business Services results for all markets, enterprise wide.
• Determined severity of outages and technical issues; restored normal service operation by ITIL standards
• Oversees, facilitates, and administers ITIL based Service Support processes for assigned accounts, including Large Enterprise, Healthcare and Hospitality. ITIL processes include Incident Management, Problem Management, Change Management, and Configuration Management using and ServiceNow
• Serve as an ITSM process SME for adoption of ITSM processes & drive process and organizational maturity as it pertains to IT Service Management and ITIL.
• Expertise in designing and developing Test Plans, Test Cases and Test Scripts and efficiently prioritize and manage thedefects using the Defect Tracking system.
• Providing traceability across the project by analysis and review of project elements involved in traceability includingtesting artifacts, end-user support documentation and training materials
• Respond to production problems and implement immediate resolution efforts across technology areas
• Implemented new service portal with the good look and filed and categorized separation of incident and requests and provided with ITIL dashboard on the portal for the resolvers.
• Implemented lot more customization and created new features on the portal which are easily accessible and usable by the user.
• Implemented new feature on portal for request module called technician scheduler where user can schedule an appointment with the deskside technician which sets up a meeting on their calendar.
• Implemented the special tile on the service portal which will be populated and scrolled up on any updates announcements and outages made by the organization
• Implemented Request module from scratch and separated the incidents from the requests.
• Created catalog items and customized the fields and used scripts to auto populate with all the required information up on loading the form by using client scripts.
• Created record producers to insert the record on to the incident table to get more tiles on the service portal for issues and captured all the required fields on the native form.
• Implemented the integration between ServiceNow-Workday which is related to the HR module to capture all the Termination and New Hires made by the organization.
• Implemented Asset management and integrated with the workday to push the information of the asset attached to human so the record in both the systems is marched and upon Termination HR will collect asset.
• Routed all the tickets to Service desk and provided with the ACL that they can rewrite the assignment group and captured reason for doing the changes.
• Setting up with the dashboards for the reports and created new reports for the surveys.