SUMMARY

• IT Professional with 7+ years of extensive experience in all SDLC phases including requirement analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications and on IT Infrastructure Library using ServiceNow platforms
• Seven years of strong experience as a Service Now Administrator/Developer in Designing, Configuring, Administering, Scripting, Customization, Deployment and Integration of the Service Now platform.
• Design and engineer solutions leveraging all appropriate components offered byServiceNowto answer the needs for business workflows, ticketing or otherITSMrequirements.
• Functional knowledge and implementation experience ofIT Service Management (ITSM)frameworks and demonstrated project management skills and experience working
• ServiceNow expert with experience on implementing end - to-end Service Catalog, Incident Management, Configuration Management, Change Management and Service Level Management
• Development and production support experience adhering with SDLC processes like Waterfall, Agile, and Test-Driven Development.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks.
• Leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow, 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.
• Strong understanding of ITIL/ITSM V3 processes.
• Experience in Installation and Configuration of different modules of ServiceNow.
• Experience in Implementation of Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Excellent experience in both inbound and outbound Webservices (SOAP and REST).
• Very good experience in Creating Workflows (Schedule Workflow), Applying Business Rules and UI (Themes, Stylesheets, Layouts, Frames, Configuration Page).
• Experience installing, configuration and administration of CMDB.
• Experience in manipulating, loading and maintaining data between ServiceNow and other systems.
• Experience in end-to-end implementation of CMDB module using Discovery tool in ServiceNow.
• Experience integrating Service Now with a third-party product to store all the credentials to maintain security of the credentials.
• Production Support experience as first line support & second line support in resolving defects, tickets and change requests raised on various applications online and batch.
• Strong experience in Business Process Investigation, determination and maintaining of Requirements, production of Release Scope Documentation, Business process Improvement.
• Proficient in using AGILE methodologies and expertise in organizing Daily Scrum Sessions, Sprint Planning Meetings and Sprint Review Meetings.
• Proficient in BPMN, Use Cases, UML modelling and business process flows.
• Experience with data analysis and data mapping.
• Strong experience in generating and understanding the business process and Functionality Requirements and to translate them to system requirement specifications.
• Developing functional specifications for Business process refinement and automation, data modelling, system architecture, conducting feasibility studies and scope.
• Strong experience in providing training to the business users, stake holders and senior level managers.

TECHNICAL SKILLS

ITIL: ITSM, Service Now, JavaScript, HTML, Java, SQL

Scripting Languages: JavaScript, HTML, XML

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: Oracle 10g, MySQL, SQL, DB2

Database Tools: Apache Tomcat

Platform: Windows, Linux

IDE: Eclipse, Net Beans

Technologies: JSP, Servlet, JDBC

Scripting: JavaScript

Primary Skill: Service Now (ITSM) Development& Implementation

PROFESSIONAL EXPERIENCE

Confidential, Charlotte, NC

Sr. ServiceNow Developer/Administrator

Responsibilities:

• ServiceNow ITSM module administration.
• Configuration of Foundation data, Process data Transaction data of Remedy ITSM System, CMDB Configuration Item updates.
• Performed PPM Business Analyst, Project Lead, Onsite and Offshore co-coordinator in PPM implementation and support project
• Integration of third party and home-grown applications USIT, TPS, ANTWERP to the ITSM System using Remedy Webservices.
• Experienced in Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates
• Responsible for the implementation of Service Now ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Worked on preparing CIO dashboards and reports for Service Desk
• Analyzing Business Requirements and then translate Business Requirements into HP PPM functional requirements.
• Effectively involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the Service Now Platform.
• IT Service Management (ITSM / ITIL).
• Played the role of a Implementer of entire Remedy ARS ITSM suites
• Gathered requirements from users for attributes needed to develop Service Catalog items.
• Identify and recommend the ITIL v3 methodologies to deliver technical methodologies around the Service Now platform.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Involved in discussion with other technical areas to meet the business and technical requirements for Service Now, SMTP Admin, IBM Data power, Web service Owners and DBA to build integration to external and internal systems, currently using SMTP (EMAIL), MID Server
• Involved in creating Technical Design Documentation for Migration from existing technologies to Service Now.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Worked on CMDB and Discovery. Performed Data migration to import data from other applications and external databases.
• Created Web services based on requirement to receive incident and problem tickets from external systems.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.
• Enhanced the existing LDAP integration and modified business rules.
• Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into Service Now.
• Created various front end forms.
• Created Update Sets to migrate customizations from one instance to another instance.
• Created Email Templates and Email Notifications.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Created various SLA’s as per client requirement with the Incident Management applications.

Environment: Service Now, Windows10, Oracle 11g, SQL*Plus,, UNIX, ITSM Suite 7.1, JSON, query, Web services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM

Confidential, Philadelphia, PA

Sr. Service Now Admin / Developer

Responsibilities:

• Responsible to look Globally Service Now Issues and give trainings for Incident / Problem / Change as per the business needs and updates.
• Responsibility to monitor the ITIL Service delivery via process mapping audits and design the procedure.
• Providing solution and standardized the ITSM process in bid management to satisfy the customers.
• Used advanced data modeling concepts such as Family of Stars, Confirmed Dimensions, and Bus Matrix in order to handle complex situations.
• Data modeling in Erwin; design of target data models for enterprise data warehouse (Teradata).
• Responsibility to update the dashboard and reporting tool and make it visible to all the employees
• Expertise in Data Modeling using tools likes Erwin& Power Designer along with the hands-on experience in using Forward Engineering and Reverse engineering functionality.
• Instrumental in performing pre - commission, Commissioning, Integration, Maintenance and Upgrades to Sprint LTE cell site equipment and auxiliary equipment’s comprising of Ericsson, Samsung, Alcatel Lucent and Nokia Equipment.
• Perform LTE Network Integration and commissioning of CDU30 and other network elements.
• Analyze, identify, and fix critical network problems during deployment, testing, and integration.
• Implementation of different modules of ServiceNow as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management, and Service Catalogs. Developing integrations both inbound and outbound. SOAP & REST.
• Handling Day to day IM / PM and CM tickets per the Priority.
• Coordinate Problem Management team and Incident management.
• As a team, coordinate with internal and external technicians and stakeholders to craft detailed requirements for integrating the internal HPSM instance with the external ServiceNow instance
• Worked on Vendor performance management for evaluate and assigned roles to users.
• Integrating HPSM and ServiceNow (or other ITIL ticketing platforms).
• Involved in PPM enhancements and integrated with various modules.
• Find root cause analyzing about the fail changes and the services.
• Supports implementation and provides requested enhancements to PPM implementation.
• Developed solutions using Ajax, JavaScript, Web Services REST, SOAP, and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.
• Experienced in Active Directory, Windows Server, PowerShell, Exchange email and Unix systems
• Developed Webservice and REST interfaces both inbound and outbound to SN to address third party application integrations SCOM, HPOO etc.,
• Responsible to Develop, evaluate and present weekly and monthly change management metrics to Executive management. configuration of Foundation data, Process data Transaction data of Remedy ITSM System, CMDB Configuration Item updates.
• Administration of Development, QA Production Servers. Custom workflow migration using Migrator Tool, Data loads using Data Import Tool, Data Wizard Tool, and Data Management Tool.
• Integration of third party and home-grown applications USIT, TPS, ANTWERP to the ITSM System using Remedy Web services.
• ALTIRIS product Integration using Atrium Integration Engine Reconciliation Engine into Remedy CMDB.
• Implemented monitoring infrastructure that included Nagios Core, Distributed Nagios Executor (DNX) for scalability.
• Responsible to provide and present the monthly Change Cost Analysis report of the customers to the account’s management team.

Environment: Service Now, ITIL, JavaScript, Jellybeans, Web Services, XML, DHTML, CMDB, jQuery, JSON, Remedy Web services

Confidential

Service Now Developer

Responsibilities:

• Implemented Incident Management, Problem Management, Change Management.
• Developed workflows for service catalog items.
• Integration of Inbound Email with Service Now.
• Service Catalog and Request Workflow Design and Configuration.
• Manual Data load of CMDB tables using import sets and transform maps.
• Manage users, groups and roles data.
• Design of new tables, forms, sections, views, email notifications, metric definitions.
• Design and implement new functionality using Business Rules, UI
• Worked on update sets and performed migration activities (Dev to QA, QA to Prod).
• Implemented LDAP integration for fetching user and group details into Service Now.
• Implementation of different modules of ServiceNow as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management, and Service Catalogs. Developing integrations both inbound and outbound. SOAP & REST.
• Handling Day to day IM / PM and CM tickets per the Priority.
• Coordinate Problem Management team and Incident management.
• As a team, coordinate with internal and external technicians and stakeholders to craft detailed requirements for integrating the internal HPSM instance with the external ServiceNow instance
• Worked on Vendor performance management for evaluate and assigned roles to users.
• Integrating HPSM and ServiceNow (or other ITIL ticketing platforms).
• Involved in PPM enhancements and integrated with various modules.
• Find root cause analyzing about the fail changes and the services.