SUMMARY

• Overall 10 years of professional experience in IT industry. Over 7+ years of experience in ServiceNow platform implementation, support, development and administration.
• Proficient in all phases of Software Development Life Cycle (SDLC), such as Requirement Analysis, Design, Code Construction and Test.
• Expertise in Design and configure ITSM (incident, change, problem) in Service - now.
• Direct hands on experience on various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, and Client scripts.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks.
• Good hands on experience on back end technologies like Oracle, Db2 databases and Content Management Systems.
• Strong understanding of ITIL/ITSM V3 processes.
• Understanding and experience of IT operation management (ITOM).
• Experience in Installation and Configuration of different modules of ServiceNow.
• In depth knowledge on technical implementation on various modules of Service-now like Incident Management, Problem Management, Change Management, Configuration Management.
• Experience with complex integrations within the ITSM environment such as ServiceNow - Siebel, ServiceNow - Web service integration with third party application, BMC Remedy and Tally.
• Integrating ServiceNow with different 3rd part integrations using REST and SOAP API calls.
• Very good experience in Creating Workflows (Schedule Workflow), Applying Business Rules and UI (Themes, StyleSheets, Layouts, Frames, Configuration Page).
• Highly knowledgeable of ITSM Business process frame work with strong documentation skills, experience working in internet/web environments.
• Integrated ServiceNow with a third-party product to store all the credentials to maintain security of the credentials.
• Experience in web development (UI) using Java, JSP, HTML 5, CSS 3, JSON, Angular JS and JQuery.
• Worked on Change Management - Mass updates to CIS in Istanbul. Have been extensively involved and lead in upgrading service now to Geneva, Helsinki, Istanbul and Jakarta
• Participated in Workshops with ServiceNow partner teams to help companies implement ServiceNow using best practices in ITSM.
• Exceptional organizational skills, dedicated Professional with demonstrated ability of effective management and planning.
• Profound Communication and personal skills, excellent presentation skills, effective public speaker and ability to maintain excellent cooperative working relationships with co-workers and Management.
• Proven record of providing outstanding customer service, talented relationship developer, self-motivated professional who seeks challenge and opportunity in ServiceNow ITSM platform development, support and management.

PROFESSIONAL EXPERIENCE

ServiceNow Architect

Confidential

Responsibilities:

• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Worked on Service Asset and Configuration Management to support the ITIL processes by providing complete and accurate configuration information.
• Transition of CMS portal website to Service Portal
• Integration with SAP
• Developed custom application for business processes like inventory invoice management
• Designed and developed application for Managing Survey responses and also tracking Survey Response follow-ups (Voice of Customer application)
• To implement custom applications in ServiceNow to accommodate business processes of HR, IT, Finance and Admin
• Integration of other enterprise applications with ServiceNow which includes SFTP integration andalso integration with web services
• Working on custom CMS portal which was developed using bootstrap CSS and CMS ofServiceNow
• Lead for reporting requirement which also includes performance analytics
• Worked on Service portal to create custom pages and custom widgets.
• Assisting in the decision making process, to resolve incidents and problems faster.
• Planning and coordinating the execution of Implementation along with Technical/Business validations postevery Maintenance/Major release in ServiceNow.
• Migrating Items, Client Scripts, Business Rules, UI Pages and UI Macros.
• Experience in configuring email notifications in ServiceNow has been part of end user self-service portal management.
• Automated HR Training compliance process by creating custom application, workflows with orchestration activities.
• Created data fix scripts for data corruption issues and perform Root Cause Analysis
• Involved in JavaScript coding for validations, and passing attributes from one screen to another.
• BuildRESTweb service by buildingNode.jsServer in the back-end to handle requests sent from the front-endJQuery Ajax calls.
• Involved in Agile process, monthly Sprints, and daily Scrum to discuss the development of the application.
• Time and performance to keep your organization running and on time.
• Configure E-mail notifications based on client requirements.
• Extensively worked on Update sets for migrating data from test to production Environment.

ServiceNow Architect

Confidential

Responsibilities:

• Create and maintain API and data integration processes between ServiceNow and other services.
• Experience in Communicating with external web services using SOAP Messages and REST.
• Experience in loading assets into SNOW from third party system using Web Services and Import Sets.
• Implemented SN discovery, developed discovery schedules with segregated
• IP ranges as provided by the client, scanned those IP ranges and did troubleshooting accordingly almost for every kind of device like WMI, SSH, SNMP etc.
• Worked on Service Portal development with bootstrap and AngularJS. The ES Sport alin ServiceNow is being replaced with the serviceportalto have a better end - user experience. Several high-end UI customizations are built from the scratch
• Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and Reporting and few other custom applications
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Created Database views to create reports across multiple tables.
• Created Service Catalog templates for various use cases which are used for Catalog Admins to develop catalog items.
• Managed and coordinated activities during the overall ticket life cycle in Incident and Problem Management.
• Translated business requirements into Service-Now oriented technical/procedural requirements.
• Collaborated with Technology Service desk and Service Management to evaluate requests to change, customize, and configure service now.
• Orchestrationtasks were performed on remote computers using certain probes.
• Implemented Social IT and Chat Application for the end user support. Involved in various ServiceNow customizations as per client's requirement
• Built an ESSportalend to end in CMS. The ESSportalis being used by the end users to submit various requests. Used various bootstrap classes inside CMS to achieve a better look and feel of theportal
• Imported Configuration Items (CI) from third party applications using import set tables.
• Created customized and user-friendly widgets so users can access specific platform features using Service Portal.
• Created ServicePortalas an alternate to CMS using the Angular JS and Bootstrap framework.
• Involved in customization of UI for aknowledgebase.
• Gathered functional requirements for Service Catalog and converted to technical requirements.
• Performed Integration between Service Watch and ServiceNow CMDB.
• Working experience in configuring and working on Discovery Schedules.
• Assessed the state of Demand Generation against what was required to increase sales opportunities, then worked with marketing and sales to develop a plan that included marketing campaigns, lead generation, qualification, nurturing, and a handoff process to sales
• Worked across IT and other Operations Divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements.
• Performed integrations and process automation usingServiceNow Orchestration.
• Working knowledge on Single Sign on (SSO) and event-based integrations.

Sr. ServiceNow Developer

Confidential

Responsibilities:

• Used JavaScript and Glide Script to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA\'s.
• Defining Service Level Agreements SLA\'s, Notifications and Reports.
• Manages Users, Groups and Roles.
• Assisted in the import of configuration and asset data.
• Manages data with tables, the CMDB, Import Sets, and Update Sets.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in vice ServiceNow.
• Worked on process automation usingServiceNowOrchestration & experience writing orchestration workflows such as Content Management and Web Services.
• Performed discoverycustomizations including transformation of class data and restructuringdiscoveryzone coverage for multiple probes.
• Developed, managed, measured, and reported on key SLA metrics including: mean time to repair, resources required per case, and issue avoidance.
• Collaborated with third party hosting provider to troubleshootDiscovery.
• Developed business and application processes and workflows as per ITIL/ITSM framework.
• Technical lead for ITSM tool migrations from Remedy 7.1 to ServiceNow.
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform
• Enhanced business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Extensively worked on migration from Dublin to Eureka version.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions, UI Policies, UI Actions.
• Created onsite - offshore model to support development from offshore. Lead and provide guidance to offshore team on best practices and key design features.
• Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities, in Helsinki Upgrade
• Have been involved in writing REST APIs, creating Script Includes, Business Rules, Client scripts, Ajax scripts, Data Policies, Assignment Rules, scripted ACLs, scheduled jobs, scheduled reports, inbound email actions.
• Creating Service Catalog, Record Producers, custom workflows, notifications, email templates
• Got an excellent exposure in working on Service Portal (Helsinki release), creating & editing widgets.
• Involving in discussion 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 SMTP (EMAIL), MID Server and Web Service (Construction, integration testing, and other technical functions related to the White Label tool).
• Implemented various modules of ServiceNow like Incident management, change management, Problem management, Service Catalog, User Administration, Reporting and Discovery tool.
• Worked on upgrade from Helsinki to Istanbul, owing to flexible enhancements by Istanbul.
• Used Email integration to fulfill this requirement, worked on Inbound Email Actions, Client Scripts and Email Notifications to fulfill the requirements.
• Responsible for the Service Now upgrade from Helsinki to Istanbul and Jakarta. Have been instrumental in handling the entire upgrade activities and fixing the issues post upgrade.
• Have conducted several use case test scenarios before going live in UAT instance

ServiceNow Developer/Administrator

Confidential, PALO ALTO, CA

Responsibilities:

• Working on various modules of ServiceNow which include Incident, Change and Problem Management.
• Interacted with Stakeholders, Users and Customers for gathering requirements to arrive at design solution.
• Provided analysis, design and development of ServiceNow ticketing and incident management systems to support the company's technical operations.
• Contributed in ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third - party software integrations.
• Designed email templates by using HTML and jelly scripting and used them in notifications.
• Worked on process automation using ServiceNow Orchestration & experience writing orchestration workflows such as Content Management and Web Services.
• Created and managed SLA definitions for different Service Groups and Software discovery.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Collaborated with a third party hosting provider to troubleshoot discovery.
• Communicated with external web services using SOAP Messages and REST.
• Generating weekly reports and metrics for IT management.
• Designed and customized new applications and modules
• Provided technical support activities (troubleshooting, root cause analysis, investigation and resolution of incidents and support requests
• ServiceNowgeneral administration and development (Business rules, Clients scripts, Workflow, UI, Data Policies etc.)
• Used JavaScripting, Html, CSS to improve the performance and functionality of the user interface
• Administered the development, test and production instances
• Configured and enhanced ServiceNow modules
• (Service Catalog, Incident, Problem, Request, Change)
• Created and scheduled ServiceNow custom reports according to requirements
• Configured ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.
• Generated Configuration Management Database that incorporates service assets and configuration items (CI) and CI relationship data to support all of the core process.
• Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB.
• Created Update sets to move customizations between different systems.
• Responsible for preparing design level, program level and user level documentation.Created full documentation for ServiceNow applications.
• Responsible for closing the open Incident, Problem and Enhancement request. Communicating with the customer the status of the request to ensure the timely customer satisfying result

ServiceNow Developer/Administrator

Confidential, Englewood FL

Responsibilities:

• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Contributed ServiceNow Customizations as per client's requirement.
• Involved in Designing, Development and Implementation of CMS (Content Management System) Website.
• Collaborated with division leadership to migrate division and departmental content into a central enterprise content management system (CMS).
• Designed and implemented new functionality using UI Policies and Data Policy.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA\'s.
• Customization of form design and layout for various ITIL processes for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• Implemented UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow. Has been part of end user self - service portal management.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Used Software Asset Management (SAM) to systematically track, evaluate, and managed software licenses and software usage.
• Created and implemented upgrade strategies for the current environment with specific attention to Microsoft SCCM.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Implemented Service Oriented Architecture by developing Java web services using WSDL, UDDI and SOAP.
• Used XSL/XSLT for transforming and displaying reports. Developed Schemas for XML.
• Extensively used Hibernate in developing data access layer.
• Used JDBC to communicate with Oracle 10g database.
• Developed SQL queries, views and stored procedures using PL/SQL
• Identify issues with the requirements. Suggest and direct the stakeholders to potential resolutions of such issues.

Software/Web ApplicationDeveloper

Confidential, Charlotte, NC

Responsibilities:

• •Responsible for maintaining the company network, IT support, intranet design & development
• Design and develop intranet sites.
• •Create site mock-ups, create graphics, design & develop client and server-side functionality using HTML, ASP, VBScript, JavaScript, XML, XPath, Adobe Fireworks.
• •Development of aweb-based travel enquiry and booking reservation system
• Develop user interface using HTML, ASP, VBScript, JavaScript, XML, SQL
• •Development of in-housewebapplications
• Design and develop an internal HR managementapplication
• •Design and developwebapplication/portal to work alongside various mobile applications.
• Worked with the stakeholders to turn the initial concept into a functional design.
• A 2-person development team created the front-end, back-end, database and graphics.
• Working remotely in a small team of 4 developers to develop awebapplicationfor a design agency client.
• Tasked to create both front-end user interface (from Photoshop designs) and back-end business logic connecting to a SQL database. Attend daily project meetings via Skype.

Web Application Developer

Confidential, North Carolina

Responsibilities:

• Worked as System Analyst in the project team to understand the requirements.
• Developed hand written HTML and CSS pages from Photoshop mock ups.
• Involved in developing web pages applying best standards. Developed presentation - tier
• JSP pages in HTML, Implemented jQuery Data Grid control, Validation control and other Widget controls.
• Created Web forms/user interfaces with the use of Angular MVC, jQuery and JSP.
• Implemented Commission, Payment and Inventory Reports Using Ajax Controls, Web forms, JavaScript, and HTML.
• Provide support to a number of web applications - analysing and correcting issues to an agreed SLA.
• Issues could range from uncaught applicationerrors to cross-browser compatibility to database maintenance.
• Undertake development work to upgrade existing web applications as per stakeholder requirements.
• Upgrade various in-houseweb applications using HTML, JavaScript, ASP.NET, C#, SQL Server.
• Automated a data analysis application using Microsoft Excel VBA.
• Data migration from 3rd party resource management application into Microsoft Outlook using SQL Server, T-SQL, VBA for Access & Outlook.

Technologies used: ASP.NET, C#, MVC2, HTML, CSS, JavaScript, jQuery, Ajax, SQL Server 2008, T-SQL, NUnit, Entity Framework, LINQ, Subversion, Basecamp, Mockingbird, Adobe Fireworks.