SUMMARY

• Over 9 years of experience in IT industry with over 8+ years of experience in ServiceNow platform as both Developer and Administrator including design, development, testing and implementation of the projects.
• Around 8+ years of hands on experience in the IT industry involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (ServiceNow).
• Worked on Employee Off Boarding/On Boarding/Separation Module where requests can be raised only by HR Dept.
• Understanding of IT Service Management (ITSM) and the ITIL business process maintain service level agreement (SLA) and monitor an SLA workflow.
• Customized and created workflows for Change Management, Configuration Management, knowledge management and for service catalog items.
• Hands on experience on various ServiceNow Modules like Service Catalog, Incident, Problem Change Management, SCRUM, Configuration Management Database, Asset, Knowledge, Release, Content Management, Reporting and Integration with Web Services.
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management.
• Good understanding of Helpdesk / Service Desk, Change Tasking, Service Level Agreement and Service Request Management.
• Configured and Customized Performance Analytics Module.
• Upgraded from Helsinki to Istanbul.
• Worked on Orchestration.
• Also participated in Upgradation from Helsinki to Jakarta.
• Worked On Performance analytics module for reporting and dashboards.
• Analyzing the existing request items on SharePoint and migrating them to Service - Now
• Have good working knowledge PPM and Timecards.
• Experience on other BMC Remedy tools - Remedy Migrator 5.X, Remedy Import 6.x
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases
• Good understanding of Remedy Mid-tier system and Web Services.
• Excellent team member with a strong ability to lead and balance multi-project workload.
• Extensively worked on Configuration and maintenance of UI Policies, Client Scripts, Business Rule, UI Action and Script Includes by using Glide Form, Glide System and Glide Record objects used by several other important objects.
• Scheduling cloning and migration of data from instances with ServiceNow.
• Imported data from various Data Sources using Import Sets and Transform Maps.
• Incident Management where issues of high critical Infrastructure and Applications in production environment were facilitated with escalations, outage communications, and bridge calls management targeting restoration of services the sooner. Monitoring tools are leveraged to detect the most of the incidents.
• Experience in handling large number of data import and data export in ServiceNow.
• Created UI pages to use them in Service Catalog, designed buttons & context menus both in form and lists using UI actions.
• Involved in all process improvement documentation, diagrams and Knowledge base tutorials used by the Admin team and uploaded each document to the SharePoint Site.
• Configured new Approval Process, Assets, and Configurable Items.
• Change Management where the configuration items' (CIs) change request are approved after understanding the business impact, operation hours, duration of the change and reason for the change.
• Good communication, analytical, leadership and project management skills.

TECHNICAL SKILLS

Application Tools: ServiceNow (ITSM Tool) (Dublin, Helsinki, Istanbul, Jakarta, Eureka, Fuji and Geneva), Manage Engine, BMC Remedy Migrator, Netbeans6.9.

Web Technologies: HTML, CSS, JavaScript, Ajax, Jquery, Json, XML.

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Database: Oracle 10g/11g, SQL Server 2014.

Operating Systems: Windows7, Windows 2008/xp, LINUX, UNIX.

ITSM Tools: ServiceNow, ITSM SUTE, HP Server Manager, HP Asset Manager

Application Development Tools: ServiceNow (ITSM tool & ITIL), TOAD 9.7/9.0, SQL

PROFESSIONAL EXPERIENCE

SERVICE-NOW ARCHITECT/ADMIN/DEVELOPER

Confidential, San Diego, CA

Responsibilities:

• Working with client and functional requirements with Service - Now Platform.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration.
• Created various workflows for Incident Management, Change Management,Service Requests and SLA's.
• Created notifications and assigned round robin functionality in PPM
• Imported Projects and Portfolio s in PPM and also customized tasks for the ease of Project Managers.
• Developed Service Portal using widgets for BofI.
• Sorted Incidents and Requests separately in the portal.
• Updated Knowledge Base in the Service Portal.
• This includes various administration tasks withinService desk software.
• Worked on HRM Module where requests can be raised only by HR Dept for Employee Offboard/Onboards and Separation.
• Created Dashboards based on Performance Key Indicators.
• Created buttons and context menus both on form and lists using UI actions.
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Responsible for overallService-Now code quality, administration, platform development, module development and execute using company AGILE practices.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality forService Desk ticketing queue
• Configured Performance Analytics Module on Incidents to obtain the score cards, analytics.
• Created transform maps for importing CMDB data.
• Providing Metrics on various KPI's of Problem Management.
• Worked on Government and Compliance Module.
• Created, assigned, and maintained tickets in JIRA for bugs and defects.
• Written script includes and invoked them in business rules and client scripts
• Imported many CI's using import set tables
• Streamline Dash boarding and Reporting of Production KPI's including Cross Entity Collating and Reporting of KPI's and metrics.
• Used MS Word, MS Excel, MS Access, MS Project, MS Visio for documentation and analysis reports among other project management and reporting tools.
• Used Performance Module for reporting.
• Customized the reports in Performance Module.
• Configured and Implemented GRC Access Control Suite 5.3
• Imported Active Directory toService-Now using data sources.
• Created data sources and loaded theService-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool withService-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration ofService-Now with Siebel, integratedService Catalog and Incident module.
• Installation of Mid-Servers for running Discovery and Mid-Servers for Load Balancing.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

SERVICE-NOW ADMIN/DEVELOPER

Confidential, Atlanta, GA

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical Task Documents to develop workflow, implement the workflows in Service Applications and administer the tools.
• Developed, maintained, and supported the SharePoint solution used as the intake for all User Administration requests prior to migration to ServiceNow.
• Experience in the development and customization of Service Catalog Items and Workflows.
• Indulged in update set tracking and export/import both in FUJI and Eureka versions.
• Workflow management - Created Workflows, Sub flows and Tables both on Fuji and Eureka.
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.
• Configured and Customized Performance Analytics Module
• Configured MS Exchange servers, Active Directory through Orchestration.
• Automated tasks based on Orchestration.
• Migration of customizations from one instance to other instance.
• Migration of Code using SDLC process to Test and Production Environments
• Managed inbound and outbound notifications in Fuji and Eureka.
• Unit testing for all the use cases and Functional requirements put forward for the project in Fuji and Eureka.
• Configured chat Functionality.
• Upgraded the instance to Istanbul and also participated in the meetings about Jakarta release.
• Setting up Configuration Management, defining the CI classes and their relationships.
• Managing Email notifications through Tables and Workflows.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements.
• Also Workflow has been created to support the Approval workflow and task assignment.
• Performs migration activities Dev to QA, QA to Prod
• Migration of customizations from one instance to other instance.
• Implementing End-End Service Catalog items for the existing business processes.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created Business rules supporting various email, notifications and also tables.
• Created data sources and loaded the Service-Now tables with different data formats.
• Created and managed SLA definitions for different Service Groups.
• Worked on establishing Links to knowledge based articles on Fuji and Eureka.
• Worked in Incident, Change and Problem enhancements and Co-coordinating with the UAT team for any improvements.

Environment: Service-Now, Fugi, Erueka versions, Workflows, Sub flows, Java Script, Web services, XML, HTML.

Service Now Developer/Admin

Confidential, Bellevue, WA

Responsibilities:

• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Participated in Service-Now Quick Start Implementation process and worked with the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog.
• Developed lot of client Scripts, UI Policies, Script Includes, Business Rules across the application as per the requirement.
• Involved in migration process of SharePoint to ServiceNow.
• Involved in Creating implementation plans Migrating update sets managing release end to end schedule Clones across non prod instances
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Incident Management and Problem Management activities.
• Worked on enhancement of change workflows.
• Experience in requirements gathering, analysis, solution design, development, implementation, setup, testing, customization, maintenance, and support and data migration.
• Created record producer application for some teams as a special requirement.
• Worked on internal portal for accessing all the business services by using ServiceNow Content Management Application.
• Administered HI Service-Now account for scheduling cloning and applying patches for the Service-Now instances.
• Involved in migration between various ServiceNow instances using Update Sets
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Responsible for regular administration of the instances and making sure that everything is in sync between all the instances.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.
• Follow-up on tickets being raised regularly for re-occurring incidents.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Migration of development changes is being done using update sets.
• Extensive experience in Business process analysis, requirement analysis, Use-Case analysis within Service Desk (Incident and Problem management), Change management, Change Management, Asset Management, Service Level Management and Service Request Management.
• Working with service providers to schedule changes.

Environment: Service-Now, Service Catalog, Java Script, Data Import 8.1, CSS, HTML, Asset Management, Incident Management, Web Services.

Service Now Developer/Admin

Confidential, Alpharetta, GA

Responsibilities:

• Requirement gathering for the New Server Procurement catalog item (it was later moved into phase 2 for implementation).
• Developed documentation as needed (e.g. Technical design, developer notes, etc.).
• Managed users, groups and roles in ServiceNow.
• Performed Requirement Gathering & Analysis - Understanding the requirements of the client.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Excellent knowledge on code migration between various ServiceNow environments using Update Sets
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Maintain integrity of the multiple instances of ServiceNow.
• Maintain the integrity of the ServiceNow tool across production and nonproduction environments.
• Worked on End to End implementation of Discovery.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigated performance issues, learn troubleshooting tools, and use system logs to find issues.
• Coordinated installation of Service Now upgrades.
• Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Developed and improves user systems, procedures, and prepared systems documentation.
• Established and maintained effective communications with customers, other technology specialists, and vendors about services.
• Worked to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: Service Now, JavaScript, Service Catalog, HTML, Asset Management, Incident Management, Web Services, CSS, Windows7

ServiceNow Developer

Responsibilities:

• Provided analysis, design and development of ServiceNow trouble ticketing and incident management systems to support the company's technical operations.
• Participated in process designing sessions and documented ITIL process flows.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Experience in designing, development and implementation ofServiceNow Platform ITSM application.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
• Creation of tables withinServiceNow.
• Managing data with tables, CMDB import sets Users, Groups and roles.
• Creation of custom reports and designing the dash board.
• Worked on internal portal for accessing all the business services by using Service Now Content Management Application. Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now. Defining Service Level Agreements SLAs, notifications and reports.
• Maintains existing applications. Creates code that meets system standards.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Design and implement SLA - Service Level Agreement and the required work flow with Email notifications.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Create schedules, reports and monitor performance of ServiceNow

Environment: JavaScript, Java, Html, CSS, Glide Script, ServiceNow, Web Services

Jr UI Developer

Confidential

Responsibilities:

• Analyzed, Designed and developed the system to meet the requirements of business users and dealing with UX team to continuously accommodate changing user requirements.
• Refactored a Templating application designed to construct data input sub-modules in HTML
• Led the development of websites for major national clients, built advanced UI frameworks for web applications, and established design patterns for rapid prototyping of websites.
• Recommended UI best practices to Technical Managers to improve the performance of the Web Application.
• Developed web pages using HTML, CSS3 and JSP.
• Developed the presentation layer using JSP, AJAX.
• Recommended UI best practices to Technical Managers to improve the performance of the Web Application.
• Built tests for the node application using mocha JS and tape JS.
• Modified UI part of applications for Artsana, Demdaco and Toyota by using HTML, CSS, JavaScript, Ajax, Json, and XML.
• Performed complete application life cycle functions from conception to final release to users including Design/Analysis, Implementation, Testing, Deployment and Maintenance.
• Designed and implemented the XML based definition and model generation engine for the UI Framework for dynamic rendering of views (server-side layer)
• Strong communication, problem-solving, and planning skills, with ability to work independently or in a team environment.
• Delivered wireframes using Axure for Colorado health plan project working with a 15-person UI team.

Environment: HTML, CSS, JavaScript, JAVA, Eclipse, JQUERY, AJAX, JSON, XML, JSP, Eclipse, SVN, J2EE.