SUMMARY

• IT Professional with an overall 13+ years of experience in various IT implementation frameworks.
• Around 5+ years of experience in ITSM frameworks, ServiceNow Understanding of ITIL framework and processes.
• Hand - on experience on various ITSM ServiceNow applications such as Incident, Problem, Change, Release, Request, Service Catalog, Asset, Knowledge, Service Level, Content Management System (CMS), Service Portal, Orchestration, Virtual Agent, Performance Analytics, and Configuration Management Database.
• Experience in integrations using Web Services (REST/SOAP), Scripted REST APIs, and Data sources.
• Building and running automated tests with the Automated Test Framework (ATF).
• Sound functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations.
• HR Service Delivery (HRSD) implementation - HR Profile, Case, and Knowledge Management.
• Working with the customer to gather requirements, provide proof of concepts, groom, and estimate requirements.
• Experience working on Integrations like LDAP, SSO, MS Active Directory, Workday, JIRA, Fusion Search, New Relic, Firebase, eye Share, Microsoft LAPS, Net Brain, Slack, Microsoft Teams.
• Experience in ServiceNow upgrade, clone activities, code migration, production deployment, and working with HI support.
• Expertise in the creation of Workflows for Service catalog items and custom applications according to new business requirements.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, possess excellent communication, project management, documentation, interpersonal skills.
• Experience with configuration and installation of Discovery (ITOM) and MID Server.
• PPM (ITBM) implementation experience.
• Service Portal implementation for IT, HR & Payroll, External vendors.
• Well-versed in an Agile, Scrum, and SDLC environment.

TECHNICAL SKILLS

Web service: SOAP, REST

Languages: JavaScript, HTML, CSS, Angular JS, Jelly, XML, JSON, Java, SQL, PL/SQL

Database: MySQL, Microsoft SQL Server, Oracle

Version Control: GitHub

Tools: Microsoft Excel, Confluence, Pager Duty, Microsoft Visio, JIRA

ServiceNow Version: Calgary, Dublin, Kingston, London, Madrid, New York, Orlando, Eureka, Fuji, Geneva, Helsinki, Jakarta, Paris, Quebec, and Rome

PROFESSIONAL EXPERIENCE

Confidential

Sr. ServiceNow Developer/Administrator

Responsibilities:

• Integrated ServiceNow with Microsoft LAPS for Local Admin password reset using Orchestration and custom Power Shell commands which are being used at the company level. This saved time and operational costs.
• Supported ServiceNow Istanbul, London upgrade activities like fixing medium to high priority upgrade skipped records and user acceptance issues.
• Consolidated complex HR and CMDB ACLs.
• Integrated ServiceNow with Net Brain to get the list of incidents, problem tickets associated with a Network device using scripted REST API.
• Creating database views to pull reports on variables from different tables.
• Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML and XHTML.
• Schedule, analyze, enhance, and performance tune CMDB, Discovery Configurations.
• Developed automatic provision of Business Services into CMDB using scripted REST API.
• Integrated Service Now with eye Share for automatic change creation using the Scripted REST API.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers.
• Create an order guide for a New Employee Hire.
• Knowledge v2 to v3 migration.
• Fulfilled ServiceNow enhancements through Ad Hoc requests.
• Integrated ServiceNow with Lucid works Fusion which is an enterprise search application used in HR self-service portal search when Google Search Appliance (GSA) was dropped from the market.
• Build custom SLA and Service Catalog workflows.
• Implemented Project Portfolio Management (PPM) for various organizations (IT, GSO, Finance) across the company using the team space concept (Idea, Demand, Project).
• Work closely with IT business analysts and business teams to determine business requirements and desired functionality.
• Integrated ServiceNow with JIRA using the REST API which will create a ticket in JIRA automatically and is a bi-directional flow. Mainly used by Engineering teams across the company.
• Customized and troubleshooting customer-facing portals using Content Management System (CMS).
• Work with the business units to develop test plans and procedures, define acceptance criteria, and validate application design.

Confidential

Sr. ServiceNow Developer/Administrator

Responsibilities:

• Re-structure Discovery schedules to reduce turnaround time to discover CI's.
• Installed and configured PagerDuty integration (v5, v6) with ServiceNow.
• Performed Orlando, Paris upgrade activities as a lead resource.
• Integrated ServiceNow with Microsoft Teams and Slack using Integration Hub, Flow Designer to post messages, Incident, Change, and Problem details.
• Create or act on records using inbound email actions and record producers.
• Automated various routine Service Desk tasks which are previously handled through emails or phone calls through Service Catalog workflows.
• Migrated to New Mobile app from ServiceNow Classic mobile app.
• Developed self-service portal for Help Desk used by employees to request a service, report a new issue, refer to Knowledge articles, manage requests, approvals, and Help Desk Chat.
• Installed, configured HR Profile, Case, and Knowledge Management part of HR Service Delivery (HRSD) suite.
• Working on Report, Dashboard designing using Performance Analytics.
• Automated various New Employee Onboarding and Offboarding tasks.
• Design and develop custom scoped applications for the ServiceNow platform.
• Provide support and training to end-users on the functionality so that they can self-serve themselves.
• Handling code migration between Dev, QA, UAT, and PROD instances.
• Developed ATF Test Suites and Test Steps.
• Daily platform administration and support.
• Mid Server installation and maintenance in all environments.
• Configure Application UI, Workflow, and customize ServiceNow applications.

Confidential

ServiceNow Developer

Responsibilities:

• Created UI Pages, UI Macros to use them in Service catalog items, UI scripts, and CMS.
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, UI Macros, Script Includes, and Access Control Lists.
• ServiceNow implementation, development, and support.
• MID server installation and maintenance.
• Implementation, customization, and maintenance of ITSM modules such as Incident, Change, Problem, Release, Knowledge, Service Catalog, Request.
• Configured email and push notifications to notify users about specific activities in the system.
• Worked with stakeholders to assess current processes and tools, defined ServiceNow requirements, and developed and configured the ServiceNow platform.
• Facilitating roll-out of new applications and modules.
• Resolving user access and role issues by checking roles, user, and group tables.
• Troubleshooting of Discovery and MID Servers.
• Built reports, dashboards, and homepages.
• Coordinating the instance upgrade and cloning activities.
• Created record producers to open incidents from the end-user portal.
• Configuring application UI using JavaScript, CSS, HTML, Jelly tags.
• Development of Service Catalog which included creating new catalog items, designing workflows, and execution plans.
• Created database views by joining two tables for reporting.
• Implemented CMDB which is widely adopted.
• Created functional and technical specification documents for various custom applications and integrations.
• Re-designed and reconciled complicated workflows to simpler forms using workflow editor.
• Implemented ServiceNow Mobile App.
• Created various SLAs, OLA’s for HR, Incident, and Request.

Confidential

Sr. Business Analyst

Responsibilities:

• Performed Gap analysis for both individual and family plans, ensure that member's information complies with privacy issues, policies, and HIPAA requirements.
• Created Use Cases (Business and System Use Cases) and displayed Use Case Diagrams, Activity Diagrams, Business Flow Diagrams, Data Flow Diagrams for defining the functionality for MDW modules like Business Intelligence, Data Delivery, Security.
• Performed Gap Analysis to find out changes and impacts on the MDW phase 1 components that may occur in HIPAA 4010 to HIPAA 5010 migration. Contributed significantly to developing all Business Objects universes in the Medicaid Data Warehouse.
• Involved Designed and managing the internal intranet site (SharePoint), external websites, and hosts. Test Data setup for the application using SQL Integration Services.
• Maintained project documents such as risk management plan, action item list, project benefits list, monthly updates, and review with the project manager at regular time intervals.
• Maintained meeting notes and presented weekly status reports on the project using Business Object Crystal Report.
• Collaborated with Cross-Functional teams in Identifying and managing all Up-Stream and Down-Stream Dependencies to align the Deliverables.
• Worked closely with Product Management to define new products for CHIP, Medigap & Medicare Part C.
• Participated in JAD sessions and interacted with technical leaders from various departments (Clinical trial, Drug Discovery, and Pharmaceutical Development).
• Modified test scripts created by the system test team to meet User Acceptance Testing (UAT) needs.
• Used SQL queries for Inner Join, Outer Join, Left Join and Right Join to filter data within the SQL Server.
• Testing audit trails to have data integrity and data security in the new Workstation.
• Worked towards resolving various defects and updating status reports for weekly business and technical meetings.

Confidential

Business Analyst

Responsibilities:

• Owned the assigned reports, worked on them, and updated the Report Development Scheduler for status on each report.
• Gathered, Documented, and analyzed business requirements from clients and stakeholders.
• Provided input into developing and modifying systems to meet client needs and develop business specifications to support these modifications.
• Worked on exporting reports in multiple formats including MS Word, Excel, CSV, and PDF.
• Responsible for making the report available for scheduling or viewing on-demand.
• Reviewed, evaluated, designed, implemented, and maintained reporting to support current business initiatives
• Worked at conceptual/logical/physical data model level using Erwin according to requirements
• Developed the required data warehouse model using Star schema for the generalized model
• Developed reporting utilizing Business Objects and SQL stored procedures
• Identified and researched data issues and highlighted areas for improvement
• Have taken the initiative to drive the report development process.
• Developed highly complex reports and provided information and data across various divisions.
• Prepared Data Flow Diagrams using MS Visio to review the current and future business processes.