SUMMARY

• A self - motivated professional with overall 8 Year of experience in Deploying, Support & Solutions, Infrastructure Management Services, etc, and 7 years on ServiceNow Platform.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• A ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Experience in working Configuration Management and Asset Management
• Extensive experience in working with User Management including Users, Groups, Roles and Access Control Lists(ACL)
• Hands on experience with loading data from various data sources like File, JDBC and Web Services using Import Sets and Transform Maps.
• Migrated code between environments using Update Sets. Knowledge on Merging Updatesets and Retrieving Completed UpdateSets using Update Sources.
• Worked on Various Web Services Integrations using SOAP and REST.
• Extensive experience in integrating Service-Now with third party applications like BMC Remedy, HP Service Manager, Sales Force, Tally and NetCool.
• Worked with Service Now Discovery Tool and Help the Help Desk to load Configuration Items into CMDB.
• Worked with Record Producers, Order Guides, Work Flows and Orchestration in Service Catalog Management.
• Had extensive experience in Reporting and Data Analytics Module
• Experience in Creating Content Pages and Macros using Jelly Scripting.
• Excellent hand-on experience in Client and Server side Scripting.
• Good Understanding of BSM and Schema Maps.
• Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions.
• Strong understanding of cloud technologies, web applications, networks, protocols and email (SMTP, POP3).
• Experience working in a mature organization and understands how to operate policies and procedures.
• Extensive knowledge of Front End Technologies: JSP, HTML, JSTL, DHTML, JavaScript and CSS, XML, XSL, XSLT
• Extensive experience in working with JavaScript Frameworks like JQuery and JSON.
• Well versed with complete SDLC phases of the projects of various sizes and complexities.
• Excellent communication skills, strong architectural skills, hardworking and a very good team worker with interpersonal communication and analytical skills.

TECHNICAL SKILLS

ITSM Tools: Service-Now, ITSM Suite

Programming Languages: C, HTML, XML, JavaScript, SQL

Scripting Libraries: JQuery, Java Script, Angular

Web Technologies: HTML 5, CSS, Web Services, REST Web API

PROFESSIONAL EXPERIENCE

Confidential

Sr ServiceNow Consultant

Responsibilities:

• Involved In design of Scoped Application’s.
• Integrated with third party tools Synapse,EY,BOFA .
• Involved in Major Upgrades Orlando, Paris, Rome.
• Designed and enhanced HR Module’s with Workday integration.
• Automated transferring of case details and its attachments to Mid server and from there transferring to the third party SFTP Server.
• Enhancements on HRSD Modules, Centralized Learning Services, Finance, Legal, Department services Custom Applications.
• Lead the GBS Team to successful development and implementation of sprints on time.
• Automated and integrated Synchronization of profile photo from servicenow to Middleware team.
• Involved in daily, weekly, and monthly meetings with client on the work progress and discussions on the upcoming work
• Build a Scoped Application which will support GBS custom application is intended to support the services provided by the service lines and functions within Global Business Services.
• Involved in servicenow upgrades (NewYork,Orlando,Paris,Quebec,Rome,Sandiego).
• Integrated with EY to transfer the Global Mobility Request Case details and attachments to EY with the help of mid server and sftp, which helped the third-party teams to work on case.
• Integrated with BAL to transfer the Green Card Request Case details and attachments to BAL.
• Automated all the different file's format transfer to third party applications.
• Mentoring and overviewing Intern who are assigned to the project.
• Setup the Facilities portal for finance team to have their own process.
• Completed HRSD and ServiceNow Discovery training in NowLearning.
• Received appreciation Certification from client for successfully delivering sprints for last 2 years from GBS Stream.
• Introduced take ownership custom functionality on knowledge articles to allow any user from group to update other knowledge articles.
• Migrated all the catalog items under facilities category of IT portal to Facilities portal.
• Customized the cross-ticket functionality to transfer tickets from any other applications to GBS application.

Confidential, CA

ServiceNow Admin/Developer

Responsibilities:

• Working with client and functional requirements within ServiceNow.
• Implementation of different Applications, Modules, Tables and Views as per client's requirement and process for Incident Management, Problem Management, Knowledge Management, Change Management and Service Catalog.
• Integrated with solarwinds tool to create incidents in ServiceNow for alerts in SolarWinds and assigning ticket to the respective groups
• Involved in creating the application and modules as per the requirement in ServiceNow
• Involved in configuring the Business Rules, Client Scripts in the ServiceNow
• Set up the SLA for the incident, problem, change management processes as per the requirement
• Involved in various ServiceNow customizations as per client's requirement.
• Involved in writing the scripts in Business Rules as per the requirement
• Involved in customization of forms for various ServiceNow applications
• Involved in migration between various ServiceNow instances using Update Sets
• Worked on loading the data into ServiceNow using import sets
• Imported Configuration Items(CI) from third party applications using import set tables
• Experience in configuring email notifications in ServiceNow
• Involved in redesigning the workflows using ServiceNow workflow editor
• Implemented Release Management Application.
• Built Complex catalog item for Onboarding, Offboarding Users with integration from third party tool HRIS.

Confidential, Woodland Hills

ServiceNow Admin/Developer

Responsibilities:

• ServiceNow implementation, development and administration.
• Involved in End to end Implementation of below Applications, Incident, Problem, Knowledge, Change request, Call, Service portal, Request Management, Hardware Asset management, Configuration Management, interfaces etc.
• Implemented ServiceNow ITSM applications using ITIL V3 best practice processes, methods, testing, and training projects.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Developed scoped application “Certificate management “which helps in identifying the certificates which are about to expire within 30, 60, 90 days, including notifications.
• Integrated with the Master Database Management (MDM) with the rest web services and mutual authentication which helps the service desk team to pull data of the agents within ServiceNow without logging into another application.
• Built inbound action for automated data load and ticket creation
• Provided access for reports for hardware team to view the import set rows errors.
• Integrated with SAP Solution Manager (SolMan) using SOAP for the Incident Application.
• Where if incident was assigned to specific group then the incident need to be transferred to the SAP Portal.
• Integrated with Altiris to pull the assets with the help of JDBC Connector.
• Extensively involved in integrated between two ServiceNow Instances with the help of third party tool Perspectium.
• Integrated Bi-directional integration between incident, problem, change, hardware asset, users, group between two service now instance in real time.
• Unidirectional integration for the request management and populating variables in to the description field.
• Integrated with MSSQL database to export the data from ServiceNow to the database so that end users can pull the data from the MSsql database instead of querying from ServiceNow which will not impact any performance and in the real time with the use of Perspectium Agent.
• Build some complex catalog items like cross team which help business to identify the project estimate and impacted areas before start of any project.
• Automated the user management process, adding users to group and removing users from group through the workflow.
• Loaded Configuration Items and relationships from excel files into service now using import sets and transform maps.
• Created various workflows for different knowledge bases like implementation of KCS methodology.
• Created various Business Rules, Client Scripts, Script Includes, UI Policies and Data Policies.
• Worked with ACLs to secure data and applications in ServiceNow.
• Responsible for migrating code between instances using Update Sets.
• Installed Mid server in the client environment.
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests
• Troubleshooting and fulfilling incidents and catalog task in day to day life.

Confidential, Ohio

ServiceNow Developer

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Implemented the Asset management and set the process for the Hardware and Software asset management Teams.
• Involved in the design of Bulk Asset UI page so that they can load assets in single page .
• Created schedule Job to import data from Local server with the help of MID Server using Remote File Importer.
• Integrated with Sailpoint to provide Access for different applications with a Catalog request SOAP Messages and Inbound Scripted Web Services.
• Fixed issues related to Integration of LDAP directory to streamline the user login process to automate the administrative tasks, such as creating users and assigning them roles.
• Created different Server Side Scripts using Script Includes, Business Rules and Transform Scripts
• Created Client Scripts, UI Policies, Data Policies and UI Actions.
• Responsible for requesting Cloning. Creating data preservers, Table exclusions and Post Clean up Scripts.
• Created various reports and scheduled report generation using Pie, Bar, Calendar and List Charts.
• Extensively involved in the Design and implementation of Role Based Access Control (RBAC) for the New Hire/RE-Hire employees.
• Created SOD violations set up in servicenow, so that user cannot request for multiple Entitlements for the Application.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
• Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.

Confidential, Washington, D.C.

Service Now Developer

Responsibilities:

• Implementation of different Applications, Modules, Tables and Views as per Clients requirement.Implemented Single Sign On (SSO) using SAML 2.0 by uploading and configuring X509 Certificates into Cert Store.
• Created Order Guides for New employees, New User Request and New Position Request.
• Involved in various customizations of forms for various Service Now applications.
• Configuring Email Notifications in Service Now according to clients Email template
• Created various front end forms, and associated Client Scripts, UI Policies, including advanced customizations that require modifications of UI Pages/Macros.
• Created and loaded catalog items and record producers.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Build reports, gauges and customized dashboards according to different roles.
• Create and use update sets to move customization between systems.
• Search, populate and customize the knowledge base and configured end to end process for Knowledge management.
• Loaded data into Service Now using import sets.
• Configured UI page and UI macro using Java script.
• Support User Acceptance Testing (UAT) including development of scripts and conducting UAT with end users.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Writing Business Rules, Client Scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Created workflows for new user registration and also workflow to approve the change of level of access.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Created couple of UI pages using Jelly Scripting according to the user requirements.
• Creation of schedule jobs to import data in to target tables from data sources and also running of deletion schedule job to delete data sources
• Developed operational requirements documentation and train operational staff to maintain solution.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now

Confidential - Parsippany, NJ

ServiceNow Developer

Responsibilities:

• Create new service catalog requests and items with variables and variable sets.
• Developed UI Appearance for Service Catalog Requests
• Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site.
• Configured ACLs
• Integrated with BMC Remedy and HP Service Manager using SOAP Messages and Scripted Web Services.
• Implemented Web Service Interface between ServiceNow and CRM using JSON Web Services.
• Installed and Configured MID Server in clustered environment.
• Implemented LDAP integration to load users from Microsoft Active Directory into Service Now.
• Created new Configuration items and defined relationships in addition to OOB configuration items.
• Configured Service Now Discovery Tool to load configuration items into Service Now.
• Extensively worked on CMDB and set up mid servers as per the requirements.
• Implemented CMDB Bi-directional Web Services integration. It involves consuming REST full web services, publishing SOAP web services and other ServiceNow scripting modules to support data synchronization and business logic
• Created Asset Models and Asset Categories to map configuration items to Assets in Asset Management.
• Extensively worked with Events and Notifications.
• Developed various work flows for Catalog Items and Change Management Process.
• Worked with Orchestration to automate New Hire process to create AD account, Email Account and other application access.
• Designed a company-wide service catalog that offers a collection of services
• Involved in customization of UI for a knowledge base
• Created customized login pages, search pages with drop down list in search bar
• Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, Create a service ticket, Schedule a call from the service desk and schedule a time for solving the issues with one to one personally
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents
• Involved in creating of IT New Flash where the day to day news are getting scrolled.
• Involved in writing of JavaScript, Jelly Script, and JQuery.
• Used Bootstrap framework for the development of responsive pages for desktop, mobile ui, iPad, iPhone and android enabled devices.
• Created update sets for configuring in different instances i.e., temp, test, uat, dev and production instances
• Actively involved in daily Scrum meetings
• Create, monitor, modify, and publish service catalog workflows with approvals
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues
• Build reports, gauges, and home pages
• Create and use update sets to move customizations between systems
• Search, populate, and customize the knowledge base
• Configuration of Email Notification and Alerts to notify users about specific activities in the system Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Developed operational requirements documentation and train operational staff to maintain solution.

Confidential

Java Developer

Responsibilities:

• Object Oriented Analysis and Design for the system from use case and requirement documents using UML, Rational Rose.
• Involved in designing system architecture and identifying proper patterns and framework for the system.
• Participated in analysis activities, software design and design reviews with Sun Microsystems.
• Communicated with Business Owners to finalize Use Cases, Design documents and System Architecture documents.
• Designed EJB components using EJB design patterns. Used J2EE Design Patterns such as Session Facade, Business delegate, Factory, Request Helper, Command, Singleton, Value Objects and Data Access Object.
• Designed Presentation layer using MVC, Struts framework. Designed Action classes, Action forms and controller design.
• Designed Web Services architecture for the application using SOAP, XML/XSLT, WSDL and UDDI.
• Designed wizard based Credit application module for the application. This module is the heart of the application and was a complex one.
• Co-ordinate the user interface design with the separate group responsible for the HTML layout.