SUMMARY

• Over all 10+ years in IT and 8+ years of IT Experience in ServiceNow platform as both developer and administrator.
• Experience developing ServiceNow applications from business requirements and technical design documents.
• Experience in the best practices of ServiceNow, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, and Scheduled Jobs.
• Experience working on client side and server - side scripting according to the client requirements using Glide Record API’s.
• Configuration of Email Notifications and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• As ServiceNow Admin and implemented key modules such as Problem management, Incident management, Asset Management, Change Management, Service Catalog, Knowledgebase and SLA configuration.
• Worked on multiple versions like Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston, London, Madrid and New York.
• Experience in development using Agile - SCRUM and Waterfall project management methodologies.
• Hands on experience with loading data from various data sources like File, JDBC, Web Services using Import Sets, Transform Maps, SOAP, REST.
• Experienced in automating IT Services with Record Producers, Order Guides, Work Flows and Orchestration in Service Catalog Management.
• Experienced in configuring LDAP Server and Listener for updating the User and Group's data.
• Knowledge on Single Sign on, LDAP, MID Server on and event-based integrations.
• Extensive experience in integrating Service-Now with third party applications like HP OVO Environment, IAP System and Salesforce.
• Good knowledge on end to end GRC implementation.
• Managed the service relationships between HR and employees through HR modules in HR Service Management.
• Hands-on experience in Client, Server-side Scripting and developing custom applications.
• Knowledge in using Discovery to load configuration items information to CMDB.
• Involved in the ServiceNow Instance upgrade activities and cloning between various environments
• Profound knowledge of CMDB and asset management services, business services and configuration item (CI) relationships.
• Expertise in Handling and developing Employee Self Service (ESS) portal.
• Experience in building Service Portal Widgets in Service Now.
• Proficiency in following SDLC, which includes involving in requirements gathering, analysis, designing Technical Design Document (TDD)Unit Test Plans (UTP) and performing development testing like Unit, Integration, regression and system testing.
• Worked on Service mapping and CI relationship mapping.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts,UI Actions, UI Pages, Script Includes, ACL's etc.,
• Worked on Service Now Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
• Experience in Server Script (Business Rules/Script Include/Service Catalog) and good understanding of Server/Client API.

PROFESSIONAL EXPERIENCE

ServiceNow lead Architect

Confidential

Responsibilities:

• Worked on setting up the vendor portfolio and risk assessments.
• Worked on vendor assessment portal where stake holders will be taking the risk assessments aligned by the vendor manager.
• Portal will allow vendor manager to create and align the assessments to the stakeholders.
• Stake holders will be notified on the portal with a pop up whenever they logged in to the portal and they can see the completed assessments based on their roles.
• If an assessment is not submitted for more than a week then it will trigger an email to the DG’s defined for the Vendors .
• Created a custom functionality to send Assessments to the selected vendors.
• Worked on tiering the assessments and scheduling it for the selected vendors based on the issues priorities
• (Policy and Compliance, Risk Management and Vendor Risk Management):
• Designing and Implementation (Including Integrations).
• Configuration of the forms and fields in Policy, Policy Statements, Controls, Issues, Profiles, Indicator and Indicator Tasks.
• Creating Relationships between the different tables and updating the child from parent and maintaining the synchronization between the related modules. Example: Control and Policy Statements.
• Attestation Configurations for Control .
• Creating business logics and workflows for the best process flow.
• Configuring the notifications and reports for proper flow of information and time- bound.
• Controlling the access to records by configuring ACLs.
• Worked on the most of HR COEs like HR Payroll, HR IT operations, HR Workforce administration, HR Talent management, HR lifecycle event, HR Total rewards, HR employee relations.
• Portal - Based on the user login the portal will change the theme and interface, it redirects the users to the different pages when they logged in. this was done by using portal utils script include to identify the user roles and redirects them to the different pages. Integrated with SuccessFactor for HR profiles, based on the title the HR skills will be added to the HR Profile.
• Worked from scratch application basically setting up the COEs / topic categories / topic details and also HR services . Based on different HR Services the categories and topic details those dependent on HR service and user location. Once the HR case is opened based on the HR service the assignment group will be populated and HR tasks will be added to the HR case
• Integrated workday through Web services - rest messages to get information about the HR profiles, title import and based on the titledifferent sets of user roles will be added to the servicenow HR profiles. integrated workday HR case management with servicenow
• Configuring SLA definition for Vulnerability Groups and Security Incidents.
• Creating and configuring Workflows for different categories of Security Incident like Malware.
• Integration of Rapid7 and Tenable with Vulnerability module to bring in the Vulnerable Items and grouping them into Vulnerability groups efficiently via Group rules with proper assignments
• Configuration of forms and fields of Control, Indicator tasks, Policy Statements and other associated modules.
• Importing all the policies, policy statements and controls through the import sets via excel provided by the clients.
• Defining logical scripts for proper flow of the process and relationships between the modules like policy statements and controls.
• Configuration of Vendor Risk Management to have an assessments of SIG questionnaire and configure their vendor portal.
• Interacted with business community and gathered requirements based on changing needs and also experienced in documenting user and process requests.
• Configured custom applications and modules as per requirements.
• Upgraded from London to New York.
• Developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, etc., using JavaScript coding for Customizing different requirements in the Madrid version.
• Extensively used Glide Ajax in Client Scripts to call Server-Side Script Includes.
• Created Record Producers to create incidents for emergency Service requests and creation of Change requests.
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Worked on Orchestration to automate the top and frequently used service requests.
• Created custom Tables, Fields and configured field level, table level Access Controls.
• Configured Data Sources, Import Sets, Transform Maps, performed Data migration to import data from other applications and external databases.
• Designed and modified workflows, SLAs, OLAs, notifications and reports based on the requirement.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system using events.
• Captured all the Technical Components in the Update sets and migrated the changes to QA, Production instances.
• Worked closely with the Data Architect for data integrations and migration of data.
• Monitored and implemented changes to data by using Data Manipulation techniques to insert, update and delete the data within the database. Additional experience with Performance Analytics module and reporting for the same.
• Builtreports, gauges, and home pages for ITIL users and end users.
• Involved in implementing the Project Portfolio Management Module and also HR Case Management.
• Integrated ServiceNow with LDAPfor secured authentication and external SOAP and REST based web services.
• Followed the SDLC process to develop and deploy the code in development to production environments.
• Experience working under stress and delivering a quality product within the deadlines in heavy Agile Environment.
• Actively involved in developing new Service Catalog items on the Service Portal and customized widgets based on the requirement.
• Experience in troubleshooting and fixing bugs in modules like incident, problem and change.
• Established and maintained effective communications with customers and vendors about services.
• Experience in working with the internal Service Portal for accessing all the business services by using Content Management Application in ServiceNow.
• Performed Self/Peer Reviews after Implementation to maintain Quality and Reliability in the code.
• Experience in use case analysis, requirement analysis and business process analysis.
• Prepared Deployment checklist and Test case document preparation for each deployment.
• Service-Now, Asset Management, Incident Management, Change Management, Problem Management, CMDB, HTML, Java script, MS SQL server.
• Hands on experience ServiceNow modules, Governance, Risk, &Compliance.
• Hands on experience with ServiceNow orchestration.
• Specify how the incident affects.
• Worked on loading the data into ServiceNow using import sets.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Involved in migration between various ServiceNow instances using Update Sets.
• Hands on experience with Security Operations,
• Loaded assets into SNOW from third party system using Web Services and Import Sets.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• Involved in providing production support for service catalog, incident, problem, change, release, deployment, and task and knowledge management modules in ServiceNow platform.
• 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.
• 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.
• Prioritize the right projects and programs PPM can guide decision-makers to strategically prioritize, plan, and control enterprise portfolios.
• Responsible for creating various workflows for Incident Management, Change Management, Problem Management, Service Requests and SLA's.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Excellent knowledge on code migration between various ServiceNow environments using Update Sets.
• 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.
• Integrated Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow Jakarta.
• Creating multiple control conditional expressions using jelly scripting and other jelly tags.
• Technologies Utilized Agile/Scrum, ServiceNow Geneva; Jakarta, HTML, Angular 1.6, XML, SQL, DISCOVERY, SOAP, REST, PPM, JavaScript, Incident Management, Change Management,
• Problem Management, Jelly Scripting, SCCM
• Hands to hands experience on ServiceNow Discovery application to find applications and devices on your network, and then update the ServiceNow Configuration Management Database (CMDB).
• Experience to Integrate your existing Security Information and Event Manager (SIEM) tools with Security Operations applications to import threat data (via APIs or email alerts), and automatically create prioritized security incidents.
• Used workflows and the Vulnerability Response application to instantly prioritize events, security incidents and vulnerabiliies.
• Experience On Enrich data using the Threat Intelligence application, as well as other machine learning or artificial intelligence operations capabilities.
• Experience on Risk Management and other Governance, Risk, and Compliance applications to identify, assess, respond to, and continuously monitor Enterprise and IT risks that may negatively impact business operations.

ServiceNow Developer

Confidential | San Antonio, TX

Responsibilities:

• Managing and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow Jakarta. ServiceNow ITBM and project management, Third-party application implementation assistance
• Custom solutions for internal customers
• Ability to design and implement solutions on the ServiceNow platform that satisfy business
• AngularJS experience as it relates to the Service Portal.
• Ability to conduct demos with client stakeholders and elicit feedback.
• Lead technical team on ServiceNow Project collaborating and communicating closely with Management within Agile environment.
• Built Portal Services and UI utilizing AngularJS, JavaScript, some HTML, CSS and jQuery.
• Customized Helsinki Service Portal and powered them using Angular 1.6 and Jelly Scripting.
• Develop / Configure workflows, forms, and underlying logic using SCRUM / Agile methodologies.
• Responsible for analyzing, designing, and developing ServiceNow business application which involved customization and workflow administration, data imports, custom scripting using JavaScript.
• Hands-on use of building and running automated testing for ServiceNow development project using Selenium.
• Access Automation using REST Integration and Scripted Web Services and performed automated testing for the same.
• Creating custom UI pages using Jelly scripting in ServiceNow Helsinki.
• During development, worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Network layout for standard email configuration Basic email services and features Mail servers maintained by ServiceNow.
• Runtime plugin enables and other applications on the ServiceNow platform to automate tasks, The Management, Instrumentation, and Discovery (MID) Server is a Java application that runs as a Windows service or UNIX daemon.
• Implemented the configuration of various modules like Incident / Change / Release / Problem / Asset /Configuration Management Modules.
• Gathered ample information while working with networking team, operating systems team in developing a project.
• Reviewed, recommended and developed technical solutions on the ServiceNow platform.
• Strong fundamentals ITIL/ITSM V3 processes.
• Worked a few projects with Mid Server, Web Service, Email and other relevant technologies to integrate tools with ServiceNow.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Responsible for the ServiceNow tool administration module and creation of new Users, Groups, Roles, IT Service, Application, Business Service, Routing rules and Blackout Freeze rule.
• Created many scripts which include Business rules and client scripts.
• Good knowledge on Single Sign on and event based integrations.
• Implemented workflows and web prototypes for Client requirements.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Created various high level customized Client Scripts and UI Policies.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
• Created complex transform scripts in transforming the data into the SNOW database.
• Create generalized framework for repeating problems and incidents.
• Design and Implementation of Service requests through Service catalogue in ServiceNow.
• Analyze problems, create new solutions and new techniques, Developed many SLA and tables.
• Involved in Managing and configuring BMC Remedy.
• Follow up with clients and customers on process requests, special requirements etc.
• Creating catalogue items, workflows, inbound emails actions and update sets for Service requests.
• Using various external Web Service developed a BMC Remedy.
• Defining the process for each Service request.
• Built forms from scratch along with advances customizations at the level of UI Macros/UI page as per the complex requirements.
• Discussing the business requirements with clients and documenting them into process requests.
• 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.

Java/J2EE Developer

Confidential, Dallas, TX

Responsibilities:

• Produce Functional Design Document and provide the proof of concept for major functionality requirements like auto printing insurance quotes in PDF form, merging PDFs etc.
• Set up the development environment in WebSphere Application Developer(WSAD).
• Create deploy and build scripts using ANT tool. Implement design patterns Business delegate, Adapter, Decorator.
• Develop interactive user interface using struts and tag libraries. Developed the helper classes used by most of the components in this application. Used AJAX to create interactive web pages.
• Strong knowledge of Object Oriented Analysis and Design, Software Design Patterns and Java coding principles
• Strong problem solving abilities and capable of articulating specific technical topics or assignments
• Demonstrates clarity of thinking to work through limited information and vague problem definitions
• Implemented Struts MVC architecture by creating Model, View and Controller classes. Implemented Struts Validation framework to validate the customer data.
• Involved in designing Schema, stored procedures, primary/foreign key constraints in SQL Server database. Write SQL queries to interact with the database.
• Implemented a web service to interact with the database (iSeries and SQL Server) through TIBCO middleware using Apache Axis (SOAP over HTTP).
• Create an Entity bean to interact with TIBCO middleware.
• Interact with TIBCO team to map the TIBCO and java bean properties using XML and XSLT.
• Implement logging mechanism using STRUTS. Deploy application in JBOSS server using Ant scripts. Unit and integration testing.
• Involved in gathering and analyzing business requirements and converting them into technical specifications.
• Developed Class Diagrams, Sequence Diagrams as part of Module Design Documentation.
• Agile delivery of software using practices of short iterations, scrum.
• Involved in developing distributed, transactional, secure and portable applications based on Java technology using EJB technology.
• Implemented the presentation layer using Spring framework
• Developed the JavaScript for Client-Side Validation.
• Used Struts framework to develop the application based on a MVC design pattern.
• Developed the User Interface using JSTL, Custom Tag libraries, HTML, XHTML, JavaScript, and CSS.
• Used JDBC for database connectivity to SQL Server.
• Java API, including JDBC, JAXP, JDOM to query patent data from database and transfer the data into various formats.
• SOAP has been used as a protocol to send request and response in form of XML messages. WSDL has been used to expose the web services using Apache Axis.
• Used J2EE design patterns like Service Locator, Data Access Objects, Factory pattern, MVC and Singleton Pattern.
• Created and consumed SOAP/Restful Web Services.
• The RESTful web services have been used to retrieve and update the data which is populated
• Implemented persistence layer using Hibernate that use the POJOs to represent the persistence database tables. These POJOs are serialized Java Classes that would not have the business processes
• Implemented Hibernate using the Spring Framework (Created the session Factory).
• DAO and the hibernate transactions was implemented using spring framework.
• Refactored the code to migrate from Hibernate2.x version to Hibernate3. x. (I.e. moved from xml mapping to annotations)