SUMMARY

• A Qualified IT Professional wif 6 years of experience and 5 years of Extensive experience as a ServiceNow developer.
• Experience in ITIL and IT Service Management Solutions in IT infrastructure wif expertise in the ITSM suite (Service Now).
• Great experience in Calgary, Eureka, Fuji, Geneva, Helsinki and Istanbul versions of ServiceNow.
• Hands on experience in Design, configure and implement Service Now components to meet specific business needs to support ITIL and business processes that are simple, intuitive and easy to use, allowing customers to extend and customize.
• Experience in designing and implementing Incident Management, Problem Management, Change Management, Asset Management and Service Catalog.
• Responsible for Development and Customization of Incident, Problem and Change management applications per ITIL processes and policies.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Developing Java Scripts and configuring workflows to implement additional features, customizations and enable the process flows.
• Developed solutions utilizing Java Script to deliver solutions that automate and audit business processes through UI Policy, Client Script, UI Action and Business Rules.
• Expertise in Creating In bound web services using Scripted Web Services and Import Set Web Services between Service Now and procurement Systems.
• Extensive experience in implementation of Business Rules, Data Dictionary, Client Scripts, UI Actions, UI Policies and Validation Scripts in ServiceNow.
• Experience in Integrating Jira wif Service - Now in Sandbox and Production Environments, Working wif different aspects of Web Services REST, API's.
• Extensive experience of integrating ServiceNow wif 3rd party tools wif SOAP and REST services.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Experience in working wif Content Management System (CMS) using Jelly Script and UI Macros
• Extensive experience in Access Control Lists (ACLs).
• Expertise in doing CMDB bulk data, load data reconciliation wif the halp of transform map and transform script. Experienced in CMDB integrations and Responsible for building the CMDB integrations wif the enterprise monitoring and service management tools.
• Experience in cloud applications and security associated wif cloud computing (SaaS/PaaS Environment).
• Migrated applications to the AWS cloud and Involved in DevOps processes for build and deploy systems.
• Worked as an SME for ServiceNow implementation of Service Catalog and CMDB.
• Expertise on Creation of Workflows for Service catalog items in ServiceNow.
• Good noledge on SMTP, Windows Management Instrumentation (WMI) working process in Discovery.
• Experience wif ServiceNow integration using SSO, LDAP, MS Active Directory, ADFS, and web services integrations.
• Good understanding of Helpdesk / Service Desk and hands-on experience of employee Self-service Portal (SSP) customizations.
• Experience in delivery of end to end Service Catalog and ITSM modules implementation by following the SDLC process in ServiceNow.
• Participated in daily scrum meeting and developer meetings.
• Experience in Software Testing on manual and automated testing tools in ecommerce, Financial, Banking and Insurance domains.
• Strong Experience in Design, Development and Execution of Test cases, Test Scenarios and Automated Scripts.
• Strong analytical and problem-solving skills wif the ability to clearly interpret and communicate facts and data.
• Excellent interpersonal and communication skills and ability to work in a team as well as individually and interacting wif development team and business analyst.
• Hard working, highly motivated and reliable individual wif a constructive approach to the business, client and to other team members.
• Highly motivated team player wif good written and verbal communication skills.

TECHNICAL SKILLS

ServiceNow Tools: ServiceNow, Helpdesk, Customer Service Management, Change management, Asset Management, ITSM, ITIL, ITOM, CMDB, Office 365.

Operating Systems: Windows, Unix, Linux.

Programming Languages: C, C++, JAVA

Web Technologies and Tools.: Java Script, HTML5, XML, CSS, AngularJS, Shell Scripting PHP, AJAX, JSON.

Databases: Oracle, MS SQL Server, MS Access

Reporting Tools: Crystal Reports, SQL Server Reporting Services and Data Reports, Business Intelligence and Reporting Tool (BIRT).

Web Servers: IIS5.0, Apache Tomcat, Web Logic, Servlets

Methodologies: SDLC Waterfall, Six Sigma (DMAIC), Spiral, Agile (SCRUM), LEAN Principles.

Test Tools: Eclipse, Maven, NetBeans

PROFESSIONAL EXPERIENCE

Confidential - Jersey City, NJ

ServiceNow Developer/Admin

Responsibilities:

• Involved in creation of ServiceNow Applications, Modules, tables, columns as per requirements.
• Involved in development of Service catalog which includes creating new catalog items, Order guides,
• Designing workflows for Change management.
• Involved in reaching out to stake holders to gather requirements and fulfilling the requirements according to the user needs.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Involved in creating ACL's as per the client needs.
• Understanding technical and functional design requirements for Service Now, workflow engines. Created workflow and web prototypes.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in Service Now.
• Involved in creating the Business Rules, Client Scripts, UI Actions and UI Policies.
• Involved in Creating UI Macros and UI Pages.
• Responsible for the development and testing of user interfaces
• Worked on Loading, manipulating, and maintaining data between Service-now and other systems.
• Involved in LDAP integration wif ServiceNow for obtaining users and groups.
• Migrated applications to the AWS cloud and Involved in DevOps processes for build and deploy systems.
• Worked on integrating Service Now wif external SOAP and REST based web Services.
• Involved in the ServiceNow instance upgrade activities and patch fixes to Service Now instance.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Involved in creating UI Pages, UI Actions, Catalog UI policies, Business rules, Client-side scripting and server-side scripting.
• Worked on ServiceNow Discovery tool to identify IP enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
• Good noledge of CMDB and Asset Management Services: Business Services and Configuration Item relationships.
• Involve in migration between various environments in ServiceNow using update sets and import Sets.
• Maintained the Configuration Items and modified the forms and form Sections.
• Worked wif reporting in configuring Service Level Agreements (SLA).
• Experience working in ServiceNow versions Dublin, Eureka, Fuji, Geneva.
• Responsible for the acceptance, identification, storage and wifdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered, and these records are correct and up to date.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Worked on various modules of ServiceNow like Incident management, change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, became an expert in troubleshooting Discovery tool.
• Strong experience in working on user interface applications and web applications using HTML/XHTML, CSS3, JavaScript, JQUERY, Bootstrap and XML.

Confidential - Irving, TX

ServiceNow Developer

Responsibilities:

• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting, performance Analytics, and Discovery.
• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Excellent noledge on code migration between various ServiceNow environments using Update Sets.
• Worked on loading the data into ServiceNow using import sets.
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Involved in creating and configuring the SLAs as per the requirement.
• Involved in LDAP integration wif ServiceNow for obtaining users and groups.
• Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Involved in migration between various ServiceNow instances using Update Sets.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• Involved in reconciliation of complicated workflows to simpler form.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client-side changes.
• Creating the UI pages to use them in catalog items using the UI Scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Responsible for TEMPeffectively implementing ServiceNow Enterprise level Applications as per Business requirements for ITOM/ITSM processes
• Knowledge and practical experience in apply best practices for IT Service management (ITSM) such as those in frameworks of ITOM, ITIL and have experience in requirements elicitation, project management and agile development.
• Experience in Collaborate wif Software Quality Assurance, Enterprise Architecture, Infrastructure, and Development teams to create and evolve policies, best practices, and provide orchestration of workflow.
• Expertise on Implementation and customization of ServiceNow modules and features (e.g., CMDB, Knowledge, Discovery, Orchestration).
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Responsible for the acceptance, identification, storage and wifdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered, and these records are correct and up to date.
• Worked in creating various Custom Applications, Modules, Tables and Table extensions as per the requirements.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement.
• Followed up wif clients and customers on process requests, special requirements etc.

Confidential

Data Base Administrator

Responsibilities:

• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Responsible for designing, planning, installing and setting up systems for the following Database Technologies (Oracle, DB2, MS SQL Server, MySQL and PostgreSQL) in our Development, Stage, Pre-Production, Disaster Recovery and Production environments. We are now deploying several assets in SoftLayer.
• Responsible for managing all Database systems availability, Database security, Database upgrades, performance tuning, backup and recovery, documenting Database procedures and processes via out wiki systems and end-user requests.
• Responsible for ensuring our Database systems are being monitored by our Enterprise Nagios system. Must create the nagios check to allow nagios system to alert on issue and create tickets wifin our BMC Remedy ARS system.
• Responsible for reviewing requirements for any new Database technologies for our division and determining how this technology can be integrated into our infrastructure.
• Responsible for assisting System Administrators and Network Engineers on our team wif system, o/s and application issues.
• Responsible for assisting in the planning and implementation of our Business Disaster Recovery test. I did halp to maintain the Database recovery documentation and backups as well as maintain some Security Management Station (Site Protector, McAfee Network Security systems, Cisco Security system) documentation and backups.
• Responsible for completing tasks wifin projects.
• Responsible for assisting in the management of our Big Insights infrastructure as it relates to data / Database management.