SUMMARY

• ServiceNow Certified Application Developer and System Administrator with over 4 years of experience in all phases of Software programming, and ITSM process implementation that includes requirements gathering, analysis, design, development, deployment, testing, maintenance and migration.
• Hands - on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Experienced in performing ServiceNow Integrations with third party tools using Orchestration with a blend of MID Server, REST and SOAP. These tools include but are not limited to Trello, Evernote, SQL Server, Oracle Server and LDAP.
• Experienced in installation, configuration and administration of CMDB, along with Discovery, Hardware and Software Compliance Asset Management. Attained good working knowledge on Probes, Sensors, and Identifiers, along with WMI, SNMP, SSH devices
• Experience in implementing end-to-end Service Catalog.
• Designed and configured different Workflows for various Service Catalog items.
• Worked in Installation and Configuration of different modules of ServiceNow.
• Developing Content Blocks quickly and effectively using HTML5, CSS3, JavaScript, JQuery, AngularJS, JSON and Bootstrap.
• Experienced in designing the Content Management System which involve layouts, themes, Various Content Blocks, Content Pages, reusable widgets and service catalog.
• Created different Transform maps to import data into ServiceNow.
• Implementing system security by using Access Control Lists (ACL).
• Experience in configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity.
• Expertise in Universe designing, developing and generating complex, Adhoc, dashboard Reports.
• Strong experience in event registration and Email-notifications.
• Experience in generating different kinds of scheduled Reports and marking them as Gauges.
• Thorough knowledge of client and server side (business rules) scripting customized UI actions and UI/Data Policies.
• Experience in creating Update Sets to migrate group of customizations from one instance to another instance.
• Expertise writing SQL Queries.
• Excellent work experience on Front-end and Backend testing
• Documenting Configuration Management System (CMS) and Configuration Management Databases (CMDB) to plan installation of suitable tools and procedures.
• Excellent oral and written communications, interpersonal, negotiation, analysis and problem-solving skills.
• Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance and extensive experience with Agile Methodology

PROFESSIONAL EXPERIENCE

Confidential, Denver, CO

ServiceNow Developer/Administrator

Responsibilities:

• Played a key role in upgrading the ServiceNow platform from Geneva to Istanbul.
• Worked as production support engineer for ServiceNow system, involved integrations and changes in ServiceNow tool
• Developed and implemented several modules in custom application
• Added Users, Groups and created roles that provide selective access to Service Now and then assigning these roles when user needs to access functionality.
• Involved in cloning activities like raising the request for cloning and excluding some tables that not come under cloning.
• Hands on experience on cloning process, monitor requests and key metrics for cloud resources.
• Developed Incident Management, Problem Management and Change management to support customer service operations of the client.
• Service Portal Development using AngularJS for the customer service.
• Developed various widgets in the Service Portal.
• Developed with transform maps to Load data from data sources and made sure the imported data is consistent with transform scripts. Also, performed Integrations with LDAP for accessing the user account information.
• Created/Update Sets to migrate customizations from Development instance to Test, UAT and Production Instances.
• Generated reports and develop custom charts to analyze the performance of the service provided to customers and vendors.
• Developed reports as per requirements from management and analyzed the reports to present it to the end user.
• Worked on auditing and archiving of the applications and forms.
• Developed various scripts in their order of execution that are related to ACL’s, Business Rules, Client Script, Script includes and UI actions.
• Designed the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
• Implemented catalog variable set to store and forward Service Request data to Orchestration workflows.
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform
• Configured events, notifications, Inbound email actions and SLA rules for incident management process.
• Developed various scripts that are related to Business Rules, Client Script, Script includes.
• Configured SMTP and POP3 standard Email configurations in the ServiceNow instance, along with setting up Email Templates and Email Notifications.
• Created baseline performance metrics.
• Designed road map to implement SRM and Orchestration modules. Suggested best practices to develop workflows.
• Work with email notifications, inbound actions, reports, gauges, and home pages.
• Develop various scripts in ServiceNow and their order of execution.
• Created Buttons and context menus both on form and lists using UI actions
• Resolving incidents with proper root cause investigation as a part of support activity.
• Participated in daily scrum meeting and developer meetings
• Created full documentation for Service-Now applications.

Environment: ServiceNow, XML, Java script, Jelly Script, AngularJS, Oracle, Toad, BMC Remedy.

Confidential

ServiceNow Developer/Administrator

Responsibilities:

• Consulted with Enterprise Application colleagues, Business users and end users to provide effective solutions to increase productivity by implementing automation among the manual services provided in the University.
• Integrated ServiceNow SDLC with Trello as a bi-directional solution using Orchestration, so that SCRUM stories can be created in ServiceNow and synchronized with Trello or vice versa.
• Involved in CreateNow to manage the entire life cycle of an application from creation to deployment.
• Used CliQr for Creation, Management, Dashboard, Approval workflows and reporting for cloud based deployment
• Setup, configured and troubleshoot MID Servers for smooth and seamless implementation of Discovery to auto-populate the CMDB and develop BSM Maps to assess Risk and Change management.
• Developed complex workflows and Service Level Agreements to automate the manual processes in the organization and meet the customer standards.
• Worked with relational databases like Oracle, SQL Server and MS SQL.
• Developed and implemented Service-Catalog in Content Management Systems using advanced customizations at the level of UI Macros and UI pages with Jelly Script as per the complex requirements.
• Integrated Incident Management with Explore Analytics to measure the performance of Customer Service.
• Developed reusable REST Messages to extract google locations from JSON format and propagate the data to forms and UI Pages and used in orchestration workflow activities.
• Imported Active Directory to Service now using data sources.
• Created Web services (Inbound) (SOAP Message and REST Message), Publish and Provide Security Access to external systems using ServiceNow and Data power. Consuming Secure Web service (Outbound) using ServiceNow.
• Responsible to document and maintain all requirements, implementations and approved ServiceNow processes.
• Implemented Workflows, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Developed UI experience within ServiceNow using JavaScript, Glide Script, UI Policy, HTML5 and CSS3 and applying Business Rules.
• Carried out application configuration, TCP, IP and DNS, Mail server installation, configuration, and diagnostics with POP and SMTP.

Environment: ServiceNow, Java Script, HTML5, CSS3, Jelly Script, XML, AJAX, SQL, Trello.

Confidential

ServiceNow Developer/Administrator

Responsibilities:

• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Attended review meetings and project meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog, Incident, Problem and Service Level Management Implementation.
• Used Fuji release which enhances the enterprise service model and also helped in providing the user interface involved in working with the process owners to develop the workflows, implement the workflows in service application and administer the tools.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules
• Configuration and customization of Help Desk and different Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Responsible for creating homepages including basic Reporting.
• Involved in Service-Now Discovery Planning, implementation and Administration.
• Planning & executing Windows/Unix, Network Discovery through SNOW Discovery
• Day to Day Discovery & troubleshooting Tasks
• Managing CMDB like manual upload data(Import data) from Excel sheet
• Export reports from CMDB as per requirement
• Working on Tickets assigned related to Discovery & CMDB.
• Worked on Configuring the IP addresses to identify the undiscovered CI’s and insert them into CMDB.
• Worked on CMDB and Asset management. Performed Data migration to import data from other Applications and external databases.
• Created reporting requirements for data extraction, import, export, publishing, distribution, cataloging scheduling.
• Implemented auto-discovery in a multi-datacenter environment.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Created Update sets to move customizations between different systems.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Created full documentation for Service-Now applications.

Environment: ServiceNow, HTML5, CSS3, Java Script, XML, AJAX, Remedy.

Confidential

UI developer

Responsibilities:

• Designed and developed application components and architectural proof of concepts using HTML5, CSS3, JavaScript and jQuery.
• Managed development of solutions to migrate and/or integrate disparate data to an enterprise.
• Participated in the system study to understand the functionality of the current system.
• Involved in requirement gathering and designing of the application.
• Involved with bug fixing on functionality, performance and designing issues with JavaScript and jQuery.
• Analysis of web application code for re-engineering.
• Used agile methodology (used Scrum) for development and was present in daily stand up meetings and weekly team meeting. Also, attended bi-weekly sprint planning meetings.
• Worked with back-end developer in the process of building the RESTful API.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Supported teams responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, and performing quality assurance testing and user acceptance testing.
• Improved recommended changes to technical and functional designs where appropriate.
• Successfully executed all the test cases and fixed any bugs/issues identified during the test cycles.
• Created forms to collect and validate data from user.
• Perform upgrades and view / monitor history and status.
• Extensively worked on retrieving data from web API and displaying the data in tables

Environment: Oracle 11g, Eclipse, JavaScript, HTML5, CSS3, JQuery