SUMMARY

• 3+ years of professional IT experience with hands - on experience in teh field of ITSM and in implementation of Service Now as SERVICENOW DEVELOPER and ADMIN.
• Experience in Designing, Developing and Administering ITIL, ITSM and ITOM tool which includes Service Now
• Experience in various IT Services of Service Now tool like Event Management, Service Mapping, Service Catalog Requests, Customer Service Management, Configuration Management Database(CMDB), Service-Now Administration, Change, Incident and Problem Management, Knowledge Management, Service Portal, Reporting, Integration with Web Services.
• Expertise in developing and maintaining service catalog items and experience with complex workflows within teh ITSM environment.
• Experience in implementing end-to-end Event Management, Incident Management, Configuration and Asset Management, Service Catalog, Change Management and Release Management with Knowledge of Service Portal.
• Involved in various inbound and outbound integrations using REST/SOAP Messages, Direct Web Services.
• Created various workflows and customized existing workflows for catalog items and change approval process.
• Created Before and After Business Rules, also involved in debugging issues with existing business rules.
• Service catalog development which includes workflows designing, creating new catalog items, and execution plans. Worked on different kinds of variables and variable sets.
• Created alot of client scripts/UI policies also with alot of high-level customizations like attaching a custom event
• Responsible for teh Service Nowtool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules
• Created many scripts which includes, Business rules (server side code) and also modified OOB
• Designed and Implemented service requests through service catalogue in service now.Analyzed problems; created new solutions and new techniques.
• Defining teh process for each service request. Creating scheduled tasks, monitoring teh ticket queues and generating statistics.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.Check teh Change management document and verify teh changes.
• Developed UI Actions, script includes and Business rules for overall platform.

TECHNICAL SKILLS

ITSM Products: ServiceNow

Programming Languages: C, HTML, Javascript, SQL

Web Technologies: HTML5, CSS, CSS3, Javascript, JSP, JSON, XMLREST/SOAP web services

Software Methodologies: AGILE, Waterfall

Database: mySQL, DB2

Operating Systems: LINUX, UNIX, Windows

Monitoring Tools: SPLUNK

ITSM Tools/Modules: Incident Management, Event Management, Service CatalogsWorkflows, Service Mapping, Customer Service Management, Service Portal, Problem Management, Change Management, LDAP, MID-Server, Update Sets, Scripting

Servicenow Versions: Jakarta, Kingston, London

PROFESSIONAL EXPERIENCE

SERVICENOW DEVELOPER/ADMIN

Confidential - New Jersey

Responsibilities:

• Implementation Customization and Maintenance of ITOM Module like Event Management configured Connectors for different Sources.
• Worked on creating Event Rules, Event Field Mapping and Alert Rules for different Monitoring tools based on teh conditions from Events.
• Customized different service management modules Incident, Problem, Change Request, and Event Management, Created new forms, tables and Workflows for Email Notifications.
• Activated Plugins for different Modules. Migrated enhancement from DEV, QA and PROD instance through update sets.
• Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts, Validations Scripts, Event Rules, Alert Rules, Correlation Rules and Event Field mapping Rules in ServiceNow.
• Created and maintained email notifications and inbound actions. Created custom reports and home pages for various roles within ServiceNow as per teh client requirement.
• Creation of database views to extract teh data from different CMDB tables and generate teh reports.
• Worked with Event Management module, provides options for configuring and managing events. Also involved in importing events from external sources.
• Identified teh events that need to be transformed based on a set of matching conditions by using Event Management. Created and updated some event fields with Event Management module.
• Configuring and building SLAs for different support/fulfillment groups for various type of Alerts/Incidents based on business criteria and conditions.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Working on order guides, to arrange them in sequential order to make teh user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.Writing script includes invoking them in reference qualifiers or variable scripting.
• Activated and implemented Plug-in for various modules like Event Management, ITSM etc.

Environment: ServiceNow, Event Management, Service Mapping, Kingston,ITIL, HTML, Integrations, agile, Windows

SERVICENOW Admin/Dev

Confidential

Responsibilities:

• Implementation, Customization and Maintenance of ITSM, ITIL modules such as Incident, Change, Problem, Release Knowledge, Service Catalog, CMDB in Service-Now.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Loaded Configuration Items (CIs) from Excel files into ServiceNow using import sets and Transform Maps.
• Created functional and technical specifications documents for various ServiceNow modules. Coordinating teh instance upgrade activities.
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.
• Created teh UI pages to use them in catalog items, implemented using UI scripts.
• Providing access to teh required modules as per teh requirements by creating teh required ACL modules.
• Pulling reports and scheduling teh reports as per teh client requirement.
• Implementation Plan for every Change release in ServiceNow and provide Walkthrough to teh entire team to execute teh steps.
• Worked on Record producers for ensure that teh end user would be able to create incidents and required tickets.

Environment: ITIL, ITSM, ServiceNow, CMDB, HTML, CSS, Java scripting.

Confidential

ServiceNow Administrator

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Responsible for working on order guides and arrange them in sequential order to make teh user comfortable while raising a request.
• Configured Email notifications and created inbound email actions for various approval and service request.
• Configured multiple Catalog Items Front-end web using Client Scripts, UI actions and Business Rules.
• Extensive experience of integrating Service Now with third party tools like CMDB and discovery.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Developed Service Catalog items based on teh project requirement provided by teh stakeholders.
• Customized teh applications using Business Rules, Client Scripts, UI Action and UI Policies, External Data load using Transform maps, etc., based on teh application requirements and rolled out teh customizations to upper environments using Update Sets.

Environment: ServiceNow fuji, HTML, CSS, Java Script, ServiceNow ITIL tool, Asset Management, Problem Management, SCRUM, Workflows