SUMMARY

• 7+ years of experience as IT professional with over 6 years of experience in ServiceNow Analysis, Development, Maintenance, Support and Administration.
• Experience in ITSM Suite of applications using ITIL V3.
• Wide range of implementation experience with many global clients in the ServiceNow suite development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.
• Working experience of various phases of Software Development Life Cycle (SDLC) such as Design, Code Construction and Testing Methodologies and good working knowledge on Software Development Methodologies like RUP, Agile Scrum, Waterfall and V - model.
• Web development experience with HTML, JavaScript and CSS, working with various aspects of Web Services likes WSDL.
• Experience on Networks, Web applications, Email (SMTP, POP3) and protocols.
• Experience in the fields of Client Scripting using different scripting languages like XTML,HTML, JavaScript, Angula JS, JQUERY and CSS.
• Experience in Service Management and Service Delivery Process. (ITIL Frame Work).
• Experience in implementing various IT Service Management processes like Incident Management, Change Management, Problem Management, Knowledge Management, Configuration & Asset Management, Service Catalog, and Release Management with extensive knowledge on Content Management System.
• Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations.
• Created and configured new Applications in Service-Now and customized the applications using Business Rules, Client Scripts, UI Actions, UI Policies, External Data load using Transform maps, etc., as part of new application roll outs of Infrastructure Management.
• Good understanding of Helpdesk / Service Desk and hands-on experience of employee Selfservice Portal(SSP) customizations.
• Good understanding and hands-on Glide Forms, Records, Scratchpad, AJAX and Glide System used in UI Actions, Business Rules, Client Scripts.
• Worked on UI Pages, UI Macro, Scheduled Jobs, Script Includes and Events.
• Working Knowledge on Jelly scripting
• Ensure that technical designs meet functional design requirements as well as maintain the integrity and sustainability of the application.
• Working Knowledge on open source developing tool kit Boot Strap.
• Experience in migrating configuration between various environments in ServiceNow using Update Sets.
• Experience in loading data from upper environments to lower environments into ServiceNow instances using Import Sets.
• Excellent Client interaction skills and proven experience in working independently as well as in a team.
• Exceptional ability to quickly master new concepts and a proactive team player with good analytics.
• Configured ServiceNow tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Worked on ServiceNow ITSM solutions to give end to end visibility into ITIL processes and infrastructure through a single system of record.

TECHNICAL SKILLS

ITIL Services: ServiceNow Fuji/Geneva/Helsinki/Istanbul, CMS, LDAP & MID Server

Programming Languages: JavaScript, JEE, SQL, PL/SQL, Jelly Script, HTML, CSS

Software Methodologies: SDLC, Agile, Scrum, Waterfall

Web Services: REST, SOAP

Database: MySQL, Oracle DB

Database Tools: SQL Client, SQL Developer

IDE: Eclipse, Net Beans

Version Control Tools: CVS, SVN, GitHub

Tools: and Packages MS Office, MS Visio

PROFESSIONAL EXPERIENCE

Confidential, Phoenix, AZ

ServiceNow Developer

Responsibilities:

• Worked on setting up Active Directory, LDAP and SSO Integration.
• Worked on setting up MID Server between Active Directory and ServiceNow instance which encrypts all the Users Data in the organization.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Worked on configuring Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, CMDB and SNOW Reporting using ITIL process.
• Worked on Business Rules, Client Scripts, UI Policies, UI Actions, Data Policies and Data Dictionary.
• Understood the Service Desk and worked on developing the Employee Self Service Portal (ESS) using Content Management.
• Worked on setting up Email Notifications for different modules in ServiceNow.
• Involved in working with process owners to develop workflow, implemented the workflows in Service Applications and administer the tools and enhanced requests byJavaScripts.
• Worked on UI Pages, Transform Maps and Schedule Jobs.
• Worked on Notifications as part of customizing in ServiceNow.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements.
• Strong experience in customizing the form design and form layout for various on the ITIL Process.
• Worked on Service Catalog in introducing new Catalog Items based on the Clients requirement.
• Experience in working with the workflows using ServiceNow Workflow Editor.
• Expertise with Workflows, Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Worked with the stakeholders to gather requirements for the attributes required to develop Service Catalog items.
• Used Content Management module to deploy ESS pages.
• Excellent experience in ServiceNow Administration and Production support.
• Importing the Data in different formats (excel, csv, xml) via attachments into ServiceNow.
• Writing Data Sources, transform maps and properly analyzing coalesce to avoid duplicates in ServiceNow.
• Moving Update sets from one environment to another environment in ServiceNow.
• Writing Scheduled jobs and Schedule Imports depends on the requirements in ServiceNow.
• Created Reports, Workflows and data imports for Incident, Problem, Service Request, ChangeManagement and Knowledge Management modules.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.

Environment: Service now Helsinki & Istanbul, Incident management, Change Management, Problem Management, HTML, Java Script, CMDB, CMS HTML, CSS, Jelly, Glide

Confidential, Lake Forest, IL

ServiceNow Developer/Admin

Responsibilities:

• Perform day to day administration of Service-Now in Development, Test and Production environments to maintain business services and configuration item relationships in Service-Now.
• Worked onintegrationusing SOAP / WSDL /REST.
• Strong skill set in theServiceNowsuite development including SOAP/RESTintegration.
• Involved in setting upRESTand SOAP inbound and outbound messages to integrate withServiceNow.
• Communicated with external web services using SOAP Messages andREST.
• SupportedServicenowintegration using SOAP,RESTweb services, Importsets and transform maps, BR scripts.
• Orchestrate users access to Databases usingOrchestration.
• Developing user friendly catalog items with experience writingorchestrationworkflows such as Content Management, Web Services.
• UtilizedOrchestrationto extend workflows to interact with systems and application code outside.
• Worked on Performance Analytics by providing actionable insight on each level and for every role using key indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards.
• Extensive experience of integrating Service Now with third party tools and implementation of SOAP andRESTAPI.
• Worked on improving IT service delivery and demonstrate how IT is performing to support the business using ServiceNow ITSM.
• Worked on Procurement Application in creating purchase items and fulfillng the catalog requests.
• Customized the applications using Business Rules, Client Scripts, UI Action and UI Policies, External Data load using Transform maps, etc., based on the application requirements and rolled out the customizations to upper environments using Update Sets.
• Configured Email notifications and created inbound email actions for various approval and service request tasks.
• Developed Service Catalog items based on the project requirement provided by the stakeholders.
• Installed and Configured MID server to gather data on local network and devices to be available in ServiceNow.
• Worked on configuration of LDAP connection in ServiceNow, LDAP servers to upload SSL certificate.
• Manage ITIL processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Customizing the workflows for various ServiceNow standard tables while aligning with ITIL V3 best practices.
• Creation of user accounts, groups, roles, creating new and updating existing catalog items. Created, published & retiring knowledge base articles.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management.
• Created UI Actions, Business Rules, and Client Scripts extensively using Glide Forms, Records, Scratchpad, AJAX and Glide System used in.
• Worked extensively on LDAP integrations. Successfully managed and developed large-scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.
• Customized and created workflows for change management, Configuration Management, knowledge management and for service catalog items.
• Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.
• Analyzed user requirements to improve system capabilities, automate process Workflows and address scheduling limitations throughout the development and delivery of the ServiceNow.
• Managed users, groups and roles, Advanced Schedule jobs and Business rule creation. Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• 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 ServiceNow upgrades and/or service packs. Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Environment: ServiceNow Fuji, Helsinki, Webservices, SOAP, XML, HTML, ITIL, ServiceNow ITSM tool, SCRUM, Asset Management, Incident Management, Problem Management, HTTP, FTPS, Java scripts, Jelly Script, REST, Workflows, SDLC, Microsoft AD.

Confidential

ServiceNow Consultant

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various ServiceNow modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB, User Administration, SNOW Reporting and Discovery in ServiceNow
• Coordinated the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Defined new validations throughAngular.JSfor the form field validation implemented through HTML5.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on integrations with third party applications and data sources.
• Created database views to pull the reports on variables which are being used by catalog items.
• Wrote Catalog client scripts and UI policies to make client-side changes and created the UI pages to use them in catalog items; implemented using UI scripts.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolved typical Users access and roles issues by checking active directory and users table.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Wrote script includes invoking them in reference qualifiers or variable scripting.
• Integrated Service Catalog module with “Netcool” monitoring tool using Web Services and fixed.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documented user and process requirements, developing workflow customizations, and performing quality assurance testing and user acceptance testing.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created data sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Worked on Event Management for managing and configuring events.
• Developed reports as per requirements from management.
• Actions and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, diagnosing, resolving, monitoring, and reporting in SNOW.
• Used ITIL practices to implement ServiceNow applications in phase by phase approach, created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow.
• Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts, Workflows in ServiceNow.
• Coordinated installation of ServiceNow upgrades and/or service packs. Developed and managed the preparation of systems, test criteria and control of upgrades, service packs, new functionality, enhancements and error correction.
• Created Custom objects, custom fields, Picklist, role based page layouts, Workflow Alerts and Actions, and Approval Workflow, Validation Rules, Approval Processes, custom Tabs, custom reports, report folders, report.
• Responsible for the ServiceNow tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rule.
• Wrote Classifiers and Identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Configure Service-Now tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Responsible in building Catalog items in ServiceNow, building SLA and generating Reports in ServiceNow.
• Defined users, groups and roles and providing accessing permissions in ServiceNow. Participated in validating Form and Table level using UI Policies in ServiceNow.
• Worked on Service Catalog (Demand Management), Time Card, Project & portfolio Management & Financial Management.
• Team coordination for Coding, and configuration for the Instance as per customer requirement
• Customization of Service Catalog (Demand Management), Time Card, Project & portfolio Management & Financial Management Application.
• Created various business rules, client scripts, catalog scripts, UI scripts, UI policies, UI actions.
• Created applications using Service Catalog and performed import using Import Sets.
• Different reports were developed as per the client’s requirements and usage.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, Calgary Release of ServiceNow tool (Incident, Problem, service catalog), HTTP, FTPS, ServiceNow ITSM tool, Java scripts, Jelly Script, REST, Workflows and HP quality center, SDLC, HP ALM.

Confidential

Java /ServiceNow Admin

Responsibilities:

• Participated in ServiceNow Quick Start Implementation process and worked with ServiceNow. Implemented Incident, Change, Problem, Knowledge and Service - Catalog.
• Worked to identify the users, groups, categories and following the ITIL standards while designing these solutions.
• Involved in LDAP Active Directory Integration
• Users were populated into the system using LDAP integration and worked closely with ServiceNow team and Infrastructure team to facilitate this integration.
• Migration of development changes is being done using update sets. Created functional and technical specifications documents for various ServiceNowmodules.
• Implemented the server-side coding using Business Rules, Script Includes and Scripted Web Services.
• Implemented Client Scripts, UI Policies, and UI Actions in ServiceNow.
• Implemented SLAs and configured the ACLs as per the requirement.
• Coordinated the instance upgrade activities and migration activities.
• Involved in migration of changes between various ServiceNow instances using Update Sets.
• Worked on configuring, customization of Project management as per the requirements
• Involved in creation of reports, dashboards in ServiceNow.
• Developed Service catalog by creating new catalog items, designing workflows and executionplans.
• Involved in LDAP integration with ServiceNowfor obtaining users and groups
• Created Record Producers, Order Guides, Catalog Client Scripts, Work flows, Script Includes
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on loading the data into ServiceNowusing import sets
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.

Environment: Java Scripts, LDAP, ServiceNow, Web Logic, Eclipse, HTML, JSP, XML

Confidential

Java UI Developer

Responsibilities:

• Gathered required information about the schools and the administration
• Developed dynamic pages using JSP tags to invoke Servlets.
• Involved in server - side coding using Servlets
• Designed web pages using Java script/ HTML
• Validations for the Client Side were done using JavaScript.
• Developed Business components using JavaBeans and database connections using JDBC
• Involved in Designing and creating database tables.
• Wrote various queries using SQL and used SQL server as the database.

Environment: Java, HTML, JSP, Servlets, Java Beans, JDBC, Apache Tomcat, Oracle, Windows NT.