SUMMARY

• Certified ServiceNow Developer with 9+ years of diversified experience in Information Technology and 7+ years in ITSM, ITOM, ITBM & CSM modules of ServiceNow.
• A ServiceNow Technology Analyst with experience in implementing Incident Management, Problem Management, Change Management, Asset Management, CMDB, Discovery, PPM, Knowledge Service Catalog and service portal.
• Design, configure and Implement ServiceNow components to meet specific business needs to support ITIL and business processes that are simple, intuitive and easy to use, allowing customers to extend and customize.
• ServiceNow modules, appl. implemented and integrated: Incident, Problem, Change, CMDB, Asset, Software, Discovery, MID Server, Service Catalog, Reports, Security Operations, LDAP, JDBC, SSO, REST API, etc.
• Implemented end to end service portal and worked as SME for end user UI design via Service Portal application.
• Responsible for managing and implementing platform wide solutions, while configuring application implementation for Portal access, Incident Management, Change Management, Security Incident &Task Response, Service Catalog, Cloud Management, Service Mapping, Project Management.
• Involved in configuration ofTeamSpacesfor the Project Portfolio Suite with Financials, customizing the Project/Program Management process.
• Experience in Implementing and Configuring Customer Service Module and Created new CSM portal widgets using CSS, HTML, JavaScript and AngularJS.
• Extensive expertise on all the phases of the Software Testing Life Cycle ranging from Requirements gathering to User Acceptance Testing, Defects logging and tracking till closure.
• In depth knowledge of various SDLC Models (Rational Unified Process, Spiral, V - Model and Incremental, Iteration Model).
• Strong in Design, Development and Execution of Test plans, Test cases, Test Scenarios and Automated Scripts.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• In depth knowledge of End-to-End testing of software, standard for Quality Assurance.
• Exposure to various domains ranging from Healthcare, Financial and Retail industries.
• Have a good understanding of the Service Watch.
• Reporting and prioritizing software bugs in conjunction with the Development & QA Managers Interaction with Team and Users.
• Developing java scripts and configuring workflows to implement additional features, customizations and enable the process flow.
• Responsible for the Patch management and closely working with SNOW to fulfill without any interruptions.
• Extensive working experience on Functionality Testing, GUI Testing, Regression Testing, Stress Testing, Integration Testing, User Acceptance Testing, Database Testing, Load Testing and Black Box Testing.
• Analyzing bugs, interaction with development team members in fixing the errors.
• Expert in testing web based and client-server-based applications with various testing methodologies and regression testing using automated tools like Quick Test Professional. /Silk Test
• String experience in writing complex SQL queries to retrieve data into Excel for data validation as part of back-end testing.
• Experience in all phases of reporting activities including report design, data collection, summarization, and validation.
• Experience in generating defect reports and conduction daily meetings with cross functional teams.
• Experience in Bug tracking tools like Clear Quest, Bugzilla and Extra view.
• Excellent communication and interpersonal skills, sharp personality with extensive documentation and writing skills.
• Ability to work on cross platforms including any flavor of UNIX and Windows.

TECHNICAL SKILLS

Languages: SQL, C, C++, Java, J Query, Ajax, JavaScript, SQL, Angular js.

Operating Systems: Windows, UNIX

Java and J2EE frameworks: Java, Java Collections, JSP, Servlets, Struts, Spring, Hibernate, DAO, DTO

Scripting Libraries: JQuery, Java Script, shell scripting

Databases & Tools: MS Access, MySQL,Toad, Oracle 8.x, 9.x, 11.x, 12.x.

Web Technologies &Application Servers: HTML, XML, JSP, JSF, Struts, CSS, JBOSS, Tomcat, Web Logic

PROFESSIONAL EXPERIENCE

Confidential, RI

Sr. Service Now Developer/Admin

Responsibilities:

• Technical contributor to Service Now systems which includes three instances (Development, Test, and Production).
• Major responsibilities include coordinating, managing, and performing technical activities for Service Now modules &applications.
• Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in Service Now.
• Upgrading instance from Geneva to Helsinki.
• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents
• Managed ITEC’s security policies, procedures & participated in security-related training.
• Experience in creating and configuring SLAs as per product requirements.
• Involved in LDAP integration with Service Now for obtaining users and groups.
• Experience with development of Service catalogs - catalog items, designing workflows and execution plans.
• Integrated AWS Config with the Service Now CMDB and Implemented efficient incident, problem and change management of services deployed Cloud Formation.
• Writing the Catalog client scripts and UI policies to make client-side changes
• Created ACL’s to grant access to specified users and managed the assignment rules.
• Developed new workflows and change management policies for Release management and Operations Automation.
• Setup & Administer Windows-based MID servers to run discovery on entire company software assets.
• Monitored ITIL Service delivery via process mapping audits and design procedures.
• Providing solution and standardized the ITSM process in bid management for to satisfy the customers.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Angular, CSS, and HTML5.
• Handling Day to day IM/PM and CM tickets according to the Priority & Business needs.
• Coordinate with Platform Management team, Incident management & developed SLAs.
• Designed Service catalogs, based on classification per Business needs: B2B, B2C & Mobile.
• Responsible for developing, evaluating & presenting weekly and monthly Change Management metrics to Executive Management.
• Developed monthly Change Cost Analysis reports of the clients to Executive Management Team.
• Developed a set of actionable and targeted change management plans - including communication plan, sponsor roadmap, coaching plan, training plan, SLAs and resistance management plan.
• Work with Product Teams to Integrate Change Management activities into the overall ITIL project plan.
• Exceptional understanding of Service Now functionality and ITIL processes which can be implemented in Service Now.

Confidential, TX

Sr. ServiceNow developer/Analyst

Responsibilities:

• Implemented ServiceNow ITSM, ITBM modules such as Incident Problem Change with Financials.
• Created Design documents for new requirements like Integrations using REST/SOAP, New module/applications, changing existing workflow and converted them to technical documentation.
• Presented stakeholders, managers, developers and decision makers about new data structure, licensing changes, advantages & limitations when new project requirement is for review
• Created ServiceNow Application portfolios for Applications maintained by the organization.
• Created automated emails for Application With end-of-life expiry.
• Configured Security controls for Applications by Cost center and App owners
• Implemented ServiceNow PPM with financials by Implementing Project Management, Demand Management, Portfolio Management.
• Configured Projects, Portfolios, Project tasks and child task tables Business rules, script includes UI actions & client scripts as per needs.
• Imported Projects and Portfolios from JIRA into ServiceNow.
• Modified dependency workflow between projects and project tasks. customized validation logics on planned and actual dates between parent and child tasks.
• Configured email notifications and scheduled emails for project deadlines.
• Configured Cost plans & benefit plans for expected operating incomes for projects and demands and ROI.
• Customized PMO and Portfolio workbench dashboards.
• Customized workflows between financial and portfolio records.
• Created a new dashboard with reports for projects with expiry dates.
• Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, Asset management, CMDB, Service Requests and SLM.

Confidential, MA

ServiceNow developer/ Analyst

Responsibilities:

• 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.
• Configuring and developing Service Portal using core components like Branding editor and designer.
• Experience in Implementation of Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Developed solutions using JavaScript, Ajax, mid-server, Web Services REST, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Worked on an End-to-End implementation of the CMDB module using the Discovery tool in ServiceNow.
• Integrated ServiceNow with a third-party product to store all the credentials to maintain security of the credentials.
• Experience in Content Management System (CMS) in ServiceNow.
• Configured CSM Portal widgets, containers, and pages.
• Configured Case workflow using Script includes and business rules.
• Configured data validation on Case Management solutions using UI policies, client scripts and UI Actions.
• Configure email notifications, scheduled jobs and Security controls.
• Created new catalog items for new requests for external customers using catalog variables, catalog client scripts & catalog ui policies.
• Configured to show what knowledge articles that can be referred to a case for external customers following company security policies.
• Created new assignment rules for automatic routing & assigning of new cases based on case type and other attributes
• Configured inbound email actions and notifications for new cases raised and processing replies for existing cases.
• Configured SLA definitions for Cases by case type and emergency.
• Assisting in troubleshooting patch / release management issues.
• Search, populate, and customize the knowledge base
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Exceptional organizational skills dedicated Professional with demonstrated ability of effective management and planning.
• Created many reports like pie charts, bar charts, list reports, indicators on CMDB data, example for Security patches for Windows installations and failures using ServiceNow CMDB data and SCCM
• Created reports for projects and project tasks beyond deadline.
• Created reports on impacted CI’s based on parent or child CI.
• Create reports on CMDB accuracy, refresh of the Data, stale data to maintain healthy CMDB.
• Maintained Unique CI information from various sources like Discovery, spreadsheet, manual entries and other applications.
• Documented and preserved CMDB architecture and Use cases to the basic level of understanding for all level of teams inside company
• Helped Service desk team, L2, L3 teams from Incident and problem management to understand CMDB tables and helped in mapping CI’s to issues and problems as desired.
• Created reports and metrics on most frequent issues, unresolved issues by CI type.
• Created catalogs for requesting maintaining CI’s, for example asking for a new Window server for installing ServiceNow MID server.
• Maintained CMDB data accuracy using CMDB health dashboards.
• Helped Application or Hardware CI owners to understand their ownership responsibilities for a CI across ServiceNow ITSM and ITBM modules

Confidential, Boston

ServiceNow developer

Responsibilities:

• 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 ServiceNow Platform.
• Gathered requirement from users for attributes needed to develop Service Catalog items.
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Involved in discussions with other technical areas to meet the business and technical requirements for ServiceNow, SMTP Admin, IBM Data power, Web service Owners and DBA to build integration to external and internal systems, currently using as SMTP (EMAIL), MID Server and Web Service (Construction, Integration testing, and other technical functions related to the White Label tool).
• 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 Asset Management. Performed Data migration to import data from other applications and external databases.
• Wrote Classifiers and Identifiers to direct the discovery tool to gather the information of the configuration items without errors.
• Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Created various front-end forms.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions, UI Policies, UI Actions.
• 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 ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Created various SLA as per client requirement with the Incident Management applications.

Environment: ServiceNow, JavaScript, HTML 5, Windows 7, HTML, XML, JSP, JSF, Struts, CSS

Confidential, Bridgeport, CT

QA Tester

Responsibilities:

• Interacting with business and acquiring the business knowledge on the product.
• Preparing Test Plan and Test cases validating the requirement document.
• Designed and developed Test Cases depending upon the test scope and coverage.
• Performed extensive manual testing before doing the automation.
• Performed GUI Testing, Positive Testing, Negative Testing, System Testing, and Functional Testing manually to ensure application completely meets the requirements and specifications.
• Developed and updated automated Tests Scripts based on the application requirements and enhancements as a part of Regression Testing using (Quick Test Professional - QTP 9.0).
• Using QTP created Checkpoints, Parameterized tests, created Output Values and divided tests into Multiple Actions using reusable functions.
• Created and maintained a test library of generic User-defined functions.
• Created a data table and parameterized the tests using the data driver wizard.
• Participated in Load and Stress Testing and analyzed the response times of the transactions under load using LoadRunner with the help of Load runner Specialist.
• Performed extensive Backend Testing by developing, modifying, and executing SQL queries for data validation and data verification on database
• Performed Defect Identification, Logging, Tracking and reporting test results using Quality center. Generated detailed Defect Reports and Pass-Fail Report.
• Coordinated and interacted closely with the development team to discuss various application issues.
• Participated in weekly QA meetings and weekly project meetings.