SUMMARY

• 8 plus years of experience as ServiceNow Principal Consultant in all aspects of client engagement lifecycles including Requirement gathering & effort scoping, product implementation & development, architecting, production support, and system upgrades on ITSM and monitoring.
• Strong experience in conducting User Acceptance Testing (UAT) and documentation of Test Cases. Expertise in designing and developing Test Plans and Test Scripts.
• Experience with key management and development, implementation, and maintenance of key management life - cycle policies, procedures, and processes.
• Strong understanding of ITIL, integrated business systems, business process management, software development life cycle, analysis, development, testing and implementation of software applications, fixes and enhancements
• Experience in design, development and deployment in ServiceNow and also integrating SNOW with different internal & third party applications.
• Hands on experience in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (ServiceNow).
• A ServiceNow Technology Analyst with experience in implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management, Knowledge Management, SLA Management with extensive knowledge on Content Management System.
• Experience developing, configuring and customizing Service Nowapplications as per the business requirements and technical design documents.
• Extensive knowledge on building ServiceNow Web services(SOAP & REST) based on ServiceNow objects, which can be consumed by other IT systems
• Deep functional and technical knowledge of the ServiceNow platform with special emphasis on Service Catalog, CMS and CMDB
• Strong experience in working in various software development practices like Waterfall, Agile.
• Good knowledge of latest version of object oriented JavaScript Libraries like Angular.js, and Jelly.
• Experience in designing User Interface (UI) applications and professional web applications using HTML 4.0/5, XHTML, CSS2/CSS3, JAVASCRIPT, JQUERY, AJAX, JSON AND XML
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• ServiceNow - Web service integration (SOAP & REST) with third party applications such as Netcool/Omnibus Tool, IPSoft, SCCM, LDAP, OIM, LAWSON, Discovery, Inbound Email Action & etc.
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc...
• Knowledge of working with different kind of scripts in ServiceNow and their order of execution.
• Experience working with email notifications, inbound actions, reports, gauges, and home pages.
• Experience on creation of catalog items, wizards, record producers, interceptors, user guide.
• Worked on creation and customization of complex workflows and custom workflow activities.
• Worked with transform maps, data sources and different transform scripts for data loads and management.
• Worked with schedule jobs, events and triggers to manage business needs and handle background work. with senior management, clients, end-users, requirement gathering, understanding requirements, analyzing solutions. Ability to work in tight schedules, mentor and team player with strong aptitude towards interpersonal communication with ability to work in team and independently.
• Good Experience in implementing Service Portal, Creating Pages and Customization of Widgets using HTML, CSS, JavaScript and Angular JS.

TECHNICAL SKILLS

ITSM Tools: Service Now, ITSM Suite.

Operating System: Linux (RHEL), Windows Client, Windows Server, Mac OS-X.

Project Tools / Applications: All MS Office suites (incl. 2003), MS Exchange & Outlook

Languages: JavaScript, HTML, CSS, XML, Angular JS

Application Servers: Web Logic Server, IBM Web Sphere Application server and Java Web Server

IDE: Microsoft Visio.

Web Technologies: JavaScript, JSON, Jelly

ServiceNow Modules: Incident Management, Change Management, Problem Management, Case Management, Project Management, Customer Portal, Service Catalog, Service Level Management, CMDB, Data Loading, Reports, Web Services.

PROFESSIONAL EXPERIENCE

Confidential - Columbus, OH

ServiceNow Consultant

Responsibilities:

• Analyzing business requirements/processes and system integration considerations to determine appropriate technology solutions. Design, test and document applications based on system and user requirements. Use current programming language and technologies, writes code, completes programming, and performs testing and debugging of applications. Complete documentation and procedures for installation and maintenance.
• Assisting in creating the strategic technical and architectural direction to the programming function.
• Serving as point of contact between IT and key business users senior leadership in defining IT solution based on business needs.
• Driving changes in architecture, methodology or programming procedures.
• Performing estimation efforts on the most complex projects and tracks progress.
• Obtaining detailed specification from business users and development to ascertain specific output information requirements.
• Preparing detailed plans for managing cross-testing team dependencies.
• Serving as the testing consultant to leader in the IT organization and functional user groups.
• Mentoring team members on all aspects of testing concepts.
• Working with other testing teams to develop integrated methodologies for testing end-to-end transactions,
• Interacting and leading discussions with other testing members, leader, development team, project management, business partners and external vendors/suppliers.
• Acting as prime consultant on large projects that affect the organizations long-term goals and objectives
• Working with business users to identify and refine business requirements and workflows.
• Worked on ServiceNow ITOM business development, project delivery/implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.

Environment: ServiceNow Quebec, ITIL, ITSM, ATF, SLA’s CMDB, CSS, Java Script, HTML, Discovery, JSON, jQuery, SOAP, AJAX, and ITIL.

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured UI Page and UI Macro using the Jelly and JavaScript.
• Managed end user portal and created dynamic, static block for the content management system.
• Implemented best practice of Service Now Scripting, which enhanced the System performance.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Implemented Service Now ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
• Preparing Implementation Plan for every release in Service Now 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 Service Now.
• Implementation of Software and Change Management, Service Now Change Management.
• Implementation of changes to improve automation and efficiencies in Service Now.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Service Now with other systems and customization.
• Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (Service Now). Configured multilevel approval workflow for the change request.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Managing Service Now (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in daily, weekly and monthly meetings with the client on the work progress and discussions on the upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Did performance tuning of the Service Now and also worked on System Diagnosis.
• Integrating 3rd party tools using (Web services, SOAP, Email, MID server).

Environment: ServiceNow Kingston, CMDB, CSS, Java Script, HTML, Discovery, JSON, jQuery, SOAP, AJAX, and ITIL.

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Involved in Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in Service Now.
• Created Applications, Modules, tables, Columns as per the requirement specification inService Now.
• Worked on CMDB and Asset Management Services: Business Services and Configuration item basis.
• Involved in gathering the requirement when migrating from the JIRA to Service Now.
• Involved in developing the same Application for the Tablet users and for the Mobile users too.
• Involved in debugging the product using JIRA Bug Track
• Developed GUI using JavaScript, HTML, XHTML, AJAX, CSS3 and jQuery Mobile in on-going projects.
• Users are populated into the system using LDAP integration and worked closely with Service Now.
• Used JIRA tool for tracking stories progress and follow agile methodology.
• Wide range of implementation experience with many global clients in the Service Now suite development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.
• Experience of integrating Service Now with third party tools and implementation of SOAP & REST API.
• Knowledge of update set import set and transforms maps in service now for data mapping and data transformation from legacy system to service now, Experience in creating Portfolio in Eureka and Fuji release, Creation of update sets, export the update sets, retrieve the update sets.
• Imported Active Directory to Service now using data sources.
• Worked with reporting in configuring Service Level Agreements (SLA).
• Worked on Service Mapping by collecting data about devices and applications used in business services which creates a map for business service and stores the collected data in CMDB.
• Involved in LDAP integration withServiceNowfor obtaining users and groups.
• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
• Involved in migration between various environments in ServiceNow using update sets/import sets.
• Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.
• Involved in upgrading version ofServiceNowfrom Fuji to Geneva and Geneva to Helsinki with focus on Service Catalog and have knowledge with patches for same version.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Worked on Glide AJAX and Glide Records for scripting and UI actions, Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.

Environment: ServiceNowGeneva, HTML5, JavaScript, JSON, SOAP, Web Services, MS SQL Server, Integration, SCRUM.

Confidential

ServiceNow Developer/Administrator

Responsibilities:

• Worked on ITSM like Incident Management, Problem Management and Change Management.
• Used AGILE methodology for the development and for tracking defects.
• Designed new and modified existing Workflows for Change Management process.
• Created several custom Dashboards.
• Created and executed a several modules in custom applications.
• Implemented Data Sources and created transformation maps to import the data into the ServiceNow from different data sources.
• Created Schedule Jobs to run scripts, reports and to send to notifications.
• Worked onUser Management in ServiceNow.
• Created Groups to maintain users and give access control to user by assigning Roles to them in ServiceNow.
• Experience in upgrading from Fuji to Helsinki versionon ServiceNowinstance.
• Worked on the defects post upgrade and fixed the defects.
• Managing all the activities like instance upgrade, patch upgrades, hotfix upgrades, cloning and post fix implementation after the clone.
• Involved in LDAP integration with ServiceNow for obtaining users.
• Implemented Single Sign On (SSO) using SAML 2.0.
• Created Scripts like Client Scripts, Business Rules, Data Policies, UI Policies, Fix Scripts,Script Include, UI Scripts and UI Actions.
• For creating Business Rules and UI Actions used Glide Script.
• Used Jelly script to create UI pages and UI Macros.
• Customized forms and Lists of Change and Problem Management tables in ServiceNow.
• Created Access Controls to restrict user access in ServiceNow.
• Performed Unit Testing, Functional Testing, Regression Testing, Quality Assurance Testing and User Accepting Testing.

Environment: Change Management, Incident Management, Problem Management, HTML, CSS, Java script, Jelly, Glide and Jira.

Confidential

ServiceNow Administrator

Responsibilities:

• Involved in Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in Service Now.
• Created Applications, Modules, tables, Columns as per the requirement specification inService Now.
• Worked on CMDB and Asset Management Services: Business Services and Configuration item basis.
• Involved in gathering the requirement when migrating from the JIRA to Service Now.
• Involved in developing the same Application for the Tablet users and for the Mobile users too.
• Involved in debugging the product using JIRA Bug Track
• Developed GUI using JavaScript, HTML, XHTML, AJAX, CSS3 and jQuery Mobile in on-going projects.
• Users are populated into the system using LDAP integration and worked closely with Service Now.
• Used JIRA tool for tracking stories progress and follow agile methodology.
• Wide range of implementation experience with many global clients in the Service Now suite development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.
• Experience of integrating Service Now with third party tools and implementation of SOAP & REST API.
• Knowledge of update set import set and transforms maps in service now for data mapping and data transformation from legacy system to service now, Experience in creating Portfolio in Eureka and Fuji release, Creation of update sets, export the update sets, retrieve the update sets.
• Imported Active Directory to Service now using data sources.
• Worked with reporting in configuring Service Level Agreements (SLA).

Environment: Oracle Solaris (x86) 10, RHEL 4.x, 5, Centos 6.4, VMware vSphere Virtualization (Virtual Box Hypervisor), Microsoft Office, PUTTY, Team Viewer.