SUMMARY

• Certified ServiceNow Professional with around 10 years of experience in the IT industry, with 5 years of experience as a ServiceNow Administrator, Developer, and Solutions Architect.
• Configured Applications using the ServiceNow tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large - scale Service Now implementations.
• Specialize in ServiceNow Governance, Risk, and Compliance (GRC) or ServiceNow SecOps product suite, and support creation of collateral, point of view, and thought leadership across the product suite and functional capabilities.
• Collaborated with Fortune 500 client to help them migrate from their existing mailbox to RT (Request Tracker) ticketing system to ServiceNow SecOps by redesigning and architect their process and align it with ServiceNow. This increased 65%-70% in time to Resolve/Fix their security incidents and vulnerabilities.
• Leveraged knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of HRSD, GRC, SecOps, CSM, and Service Portal organizing and prioritizing development efforts, interfacing with vendors and management, and coordinating efforts of administrators.
• Experienced in implementing solutions for ServiceNow HRSD modules, including but not limited to HR Case Management, HR Onboarding, and HR Integrations.
• Worked on the configuration of Vendor Portal and portal pages.
• Hands-on experience in the technical implementation of Incident Management, Problem Management, Change Management, and Service Catalog.
• Functional knowledge and implementation experience of IT Operations Management (ITOM) ServiceNow Discovery, CSDM, Event Management, CMDB, and Service Mapping and experience working directly with customers and clients.
• Integrated ServiceNow with more than 10 third-party applications in a large-scale capacity using web services, JDBC connections, and transform maps.
• Functional knowledge and implementation experience of IT Operations Management (ITOM) ServiceNow Discovery, CSDM, Event Management, CMDB, and Service Mapping and experience working directly with customers and clients
• Knowledge on UCMDB which features prominently in HP ITSM, CCRM, and SACM solutions supporting (ITIL-based)change andconfiguration management processes. Created various workflows for incident, problem, and change management service requests.
• Experience in upgrading Remedy Action Request System and ITSM from 6.3 to 7.1 and from 7.1 to 7.6 versions. Experience working with service watch which is used to discover and map all application and IT infrastructure components.
• Implementing, configuring, onboarding and administrating GRC plugins. Knowledge of compliance and audit lifecycle. Assisted with the design, build, and implementation of workflows, assessments, integrations, and reports/dashboards within the GRC Tool. Implemented SecOps and GRC from scratch.
• In-depth knowledge of the technical implementation of ITBM module PPM, Agile Management, Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, and Reporting Experience with the PPM module, including generating dashboards and reports for senior leadership making portfolio decisions

PROFESSIONAL EXPERIENCE

Confidential, Crownsville, Maryland

Sr ServiceNow Developer /Admin

Responsibilities:

• Gathering business Requirements with the Procurement team to understand the existing manual tracking of Procurement requests by the team, current state processes, tools to get a better view of the Business Processes, and functionality to develop and configure the Service Now Platform for Special Intake requests.
• Creating SLAs and notifications based on the events for different stages of the process in Security incidents, Vulnerable Items, Vulnerable Groups, and Security Cases.
• Aligning the SecOps modules with GRC for proper process and policy follow-up quickly resolved complex issues such as connection problems, equipment issues, system vulnerability, and system crashes, by troubleshooting, documenting resolution, or routing problems to the rightful departments.
• Working on SecOps side by doing the implementation of ServiceNow integration with Tenable to help identify, prioritize, and remediate the vulnerabilities of assets in the organization. Creating on premise Tenable Connectors and vulnerability groups.
• Create, Modify, and Update Information in the MetisDashboardDiscover,identify,andtrack vulnerabilities to assess risk to Critical and High impact corporate assets.
• Created widgets for viewing incidents/requests users to view incidents and requests logged by Agency users to track the latest status.
• Performed Security review to identify Admin roles granted to users during Initial ServiceNow Roll Implementation to be revoked.
• BAU support for incident/request resolution of Service requests.
• Created Dashboard reports and Data Extracts per user requirements.

Confidential

Sr ServiceNow Developer /Admin

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML.
• Configured multiple forms for Asset module using Configuration Management Database.
• Worked on end-to-end implementation of CTI Integrations, Supported the team with the work flow of the integrations.
• Scheduling the reports at some time in different formats. Added the dictionary entries to be listed out in incident list view.
• Created the UI pages to use them in catalog items, Implemented using UI scripts.
• Wrote Catalog client scripts and UI policies to make client side changes.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Customizedandautomatedworkflowtoefficientlydetectvulnerabilitiesinassetsandservices integrated with ServiceNow SecOps Module.
• Created Inbound actions for intaking emails and creating tasks like incidents, security incidents, calls and other custom tasks, also created inbound actions to send auto replies.
• Schedule and perform information risk assessments using Disney Methodology. identify, document and communicate control deficiencies in business processes and technology systems
• Implemented Project portfolio management in ITBM ServiceNow module using demand management, project management, resource management and ideas to effectively manage project lifecycle from initial demand through to resourcing and program management.
• Schedule adequate support coverage to guarantee prompt and reliable service.
• Schedule and coordinate major Production Cross Over Events by getting approval all the stakeholders
• Established and maintained effective communications with customers, other technology specialists, and vendors about services.
• Implemented configured, and administered ServiceNow, enabling ITBM PPM processes. These activities would include, but not limited to adding and modifying workflows, updating ITBM and other system configurations in support of business changes, and product release cycles.
• Discussed the business requirements with clients and documenting them into process requests.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Performed Project Scoping, Organization and Management including Business and IT Requirements.
• Created functional and technical specifications documents for various Service Now modules.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Work on ITBM Module with the implementation for the PPM module for the internal customers for project management. Created Reports and Dashboards for the team to monitor the projected revenue, status, assignment, and other tasks.
• Helpedcustomers realize business valuefromCAClarityPPMtool. Designedandimplemented PPM solutions forProjectManagement,PortfolioManagement,FinancialManagement andTime Management.
• Assign demand tasks to a business analyst, resource user, or an appropriate group. The assigned resource or group then creates a cost and resource plan to help the demand manager assess and qualify the demand.
• Worked on Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts. Also worked on demands in the PPM module
• This project involves design, develop, configure and support ServiceNow software in IT Service Department. Implementing and enhancing modules as part of the ITSM and ITBM team like utilizing Service Now Service Catalogue to create Services, Requests, and Service Items and ensuring end user support and training.
• Experienced in working on various modules of Project Portfolio Management which include but are not limited to Demand management, Resource management, Risk Management, Enhancement and Ideation.

Confidential

ServiceNow Developer /Admin

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.
• 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.
• Scheduling cloning activities from Production to non-production environments
• Integrate case management with CDAX and ACE Case management tool.
• Creating HR cases to record the processing of individual HR requests. For example, create an HR case to record the advice provided to an employee regarding an issue.
• Creating and managing HR assignments for auto assigning the HR case.
• Involved HR Case and interview Request configuration/ customization including UI customization, workflow administration, data imports, custom scripting, implementing new functionality, homepage customization.
• Provided Customized HR portals Using HRSM to Employees so that they can Interact effectively.
• Involved in development of several UI Pages and service portal and HR portal.
• Developed catalog items and variable as per the requirement and created new UI page with icons for HR Portal.
• Worked on Multi-Instance ServiceNow Development area to test, debug, deployments to avoid code errors and smooth transition of developments.
• Scheduled release windows within Change Management for ServiceNow modules using update sets.
• Converting Email notifications and Vendor Portal as Language Compatible.
• Making the whole VRM and vendor portal language compatible.
• Scheduling and delivering demoes to application and infrastructure teams to show them to-be process and capture their feedback/approvals.
• Wrote custom Script Includes specific for use with Service Portal. Widgets and Pages can call script includes to provide server-side data validations and return to customer via AngularJS.
• Customized the service portal appearance as per the requirement given by the customer, including the widgets present on the portal.
• Integrated with Workday by using onboarding and off boarding integration jobs to pull new hire, terminated regular employee, and contingent workers data into ServiceNow HR tables.
• Extensively worked with integrations between ServiceNow and third-party applications like Documentum, Xtract, and SWP.
• Participated in Agile Teams supporting systems engineering projects by collaborating with the project team to-build systems engineering solutions.
• Translated requirements into potential solutions based on existing options; develops solutions to meet business needs; collaborates with the project team to build Systems Engineering Solutions; and ensures solutions aligned with the overall project design.
• Involved in creating Technical Design Documentation for Migration from existing technologies to ServiceNow. Worked on various modules of ServiceNow like Incident management, change management, Problem management, Service Catalog, User Administration, Reporting, and Discovery.

Confidential

Software Analyst

Responsibilities:

• Implemented Graphical User Interface design using HTML, DHTML, XML, XSL, CSS and client validations using Java script.
• Involved in developing Web Services (SOAP) to support internal and external requests.
• Worked on HTML, CSS, JavaScript, Java, SpringMVC, and Tomcat.
• Implemented the modules using Model-View-Controller (MVC) design pattern.
• Involved in designing, creating, and reviewing Technical Design Documents.
• Worked with other internal IT teams to complete project activities (Architecture and Database teams)
• Developed database Queries for updating, insertion, and retrieval of data from the oracle database.
• Used jQuery and AJAX for service calls on pages to interact with the server for information.
• Performed Identification, documentation, and estimation of technical tasks of varying sizes and levels of complexity of the project.
• Used Oracle stored procedures, triggers, functions, and packages.
• Interfaces were developed for the database with the help of JDBC drivers for Oracle
• Developed user interface screens using JSP, jQuery, JSON, HTML, CSS, JavaScript, AJAX and JSP Custom Tags.

Confidential

Manual Tester

Responsibilities:

• Involved in gathering Testing Requirements from BRDS and Specifications.
• Writing Test Cases, Test Scripts, and Testing Scenarios, using Quick Test Professional for Regression testing, implementing the required checkpoints, and updating them from time to time.
• Prepared required documentation fortesting signoffby various parties as required by the project plans.
• Done and wrote various scripts in javascript to validate plug-in and performed cookie-testing to validate user transactions.
• PerformedGUI, Functional, Negative, Positive, Regression, and User Acceptance Testing
• Performed User acceptance testing in the final phase of the software development process to check the functionality of the software.
• Tested critical bug fixes including critical fixes and coordinated with developers in the release of bug fixes meeting tight timelines.
• Tested web-based application on different browsers and different versions - IE, Chrome, and Firefox
• Worked on Agile Scrum methodology, and attended daily stand-up, showcase, and sprint retrospective meetings.
• Generated Weekly Reports, Defect Reports, and Customized Summary Reports.

Environment: Manual Testing, SQL, Java, Quality Center.