SUMMARY

• More than 7+ years of professional IT experience with hands - on experience in the field of ITSM and in ServiceNow Development, Maintenance, Scripting, Integration and Administration.
• Insightful, result-driven IT professional with notable success directing a broad range of corporate ITSM initiates while managed in planning, analysis and implementation of solution in support of business objective.
• Experience in Designing, Developing and Administering ITIL and ITSM tool which includes ServiceNow, Remedy and HPSM.
• Experience in various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Customer Service Management, Configuration Management, Service-Now Administration, Change, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services.
• Expertise in developing and maintaining service catalog items and experience with complex integrations within the ITSM environment
• Working experience of CMDB and Asset Management Services: Business Services and configuration item relationships.
• Expertise in creation of workflows for Service Catalog items in Servicenow and Configuring LDAP for user imports
• Managed and supported all IT infrastructure, provided on-site technical, and maintained customer database (CRM). Day-to-day Operations Manager providing office support and oversight, producing client financials and statements.
• Experience in implementing end-to-end Service Catalog, Incident Management, Configuration and Asset Management, Customer Management, Change Management and Release Management with Knowledge of Content management
• Built forms from scratch along with advanced customizations at the level of UI Macros/UI page as per the complex requirements.
• Experience in Email integration, LDAP integration,External Web services Integration(both SOAP based and REST based). Devised and maintained API and data integration processes between ServiceNow and other services.
• Involved in various inbound and outbound integrations using SOAP Messages, Direct Web Services and Scripted Web Services.
• Created various work flows and customized existing work flows for catalog items and change approval process.
• Managed Upgrade process from ServiceNow Fuji to Helsinki. Worked on upgrade from Eureka to Geneva Patch 6 on service now instance. Worked on the defects post upgrade and fixed the defects.
• Created Before and After Business Rules and involved in debugging issues with existing business rules. Implemented data security using Access Control Lists (ACL) and Data Policies.
• Service catalog development which includes workflows designing, creating new catalog items, and execution plans. Worked on different kinds of variables and variable sets.
• Worked on Integration of ServiceNow with HP Service Management both Incident and Change management modules. Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML. Integrated with Active Directory for SSO using SAML 2.0
• Resolved typical Users access and roles issues by checking active directory and users table.
• Created a lot of client scripts/UI policies also with a lot of high-level customizations like attaching a custom event
• Created many standard workflows which are being re-used and propagated and handled many custom events
• Responsible for the 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. Good knowledge on Single Sign-on and event based integrations.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Designed and Implemented service requests through service catalogue in service now.
• Analyzed problems; created new solutions and new techniques.Develop SLA and reporting.Defining the process for each service request.
• Creating scheduled tasks, monitoring the 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 the change management document and verify the changes.Assist in Release Management during product and patch releases.
• Developed UI Actions, script includes and Business rules for over-all platform.

TECHNICAL SKILLS

ITSM Tools: ServiceNow, ITSM Suite, HP Service Manager, HP Asser Manager

ITSM Suite: ServiceNow, ServiceNow Administration and Support (Service Catalog configuration and workflow design/implementation, Incident Management, Customer Service Management, Problem Management, Change Management, Knowledge Management, Access management (RITM), LDAP, Personalizing Forms, Personalizing Lists, scripting, create update sets, move updates sets between instances, ICM changes, testing)

Languages: C, XML, HTML, JavaScript, SQL, Java

Web Technologies: HTML5, CSS3, JavaScript, JQuery, AJAX, Servlets, JSP, JSON, XML, XHTML, Rest Web Services

Application Servers: Jboss, Web Logic, Web Sphere

Software Methodologies: SDLC, Agile, Waterfall

Databases: Oracle 11g/10g/9i, MySQL, DB2, Derby, MS­SQL Server

Operating Systems: LINUX, UNIX, Windows XP/2000/NT

PROFESSIONAL EXPERIENCE

ServiceNow Developer/Admin

Responsibilities:

• Implementation Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-now
• Provided outstanding customer service to both internal and external customers through a friendly demeanor and attention to detail
• Creation of database views to extract the data from different CMDB tables and generate the reports.
• Assisted Customer Service Representatives with both policy and system inquiries by becoming a subject matter expert
• Developed requirements to ensure metrics reporting for different types of escalation levels
• Ensured the prompt resolution of customer emails, phone calls and live chats by adhering to staffing metrics
• Worked on upgrade from Eureka to Geneva Patch 6 on service now instance.
• Managed Upgrade process from ServiceNow Fuji to Helsinki.
• Worked on the defects post upgrade and fixed the defects.
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI policies
• Worked on change management module by enhancing the tool to the stakeholders and made to understand.
• 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.
• Integration of update sets upon business validations, importing data sets between dev, test and prod instances, configure email notifications and alerts on day to day activities & services.
• Created functional and technical specifications documents for various ServiceNow modules.
• Coordinating the instance upgrade activities. Created various Business rules, Script includes, Client scripts, UI Policies, UI Actions and Data Policies.
• Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.
• 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.
• Working on different kinds of variables and variable sets
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stakeholders.
• Providing access to the required modules as per the requirements by creating the required ACL modules
• Pulling reports and scheduling the reports as per the client requirement.
• 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.
• Working on order guides, to arrange them in sequential order to make the 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.

Environment: ServiceNow, Helsinki, Geneva, SQL, ITIL, JavaScript, Business Rules, UNIX, JSON, jQuery, Web services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations, Cloud services, MYSQL, agile, Windows, UNIX Shell Scripting

Confidential -Princeton,NJ

ServiceNow ITIL Developer

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure theServiceNowPlatform.
• Created and maintained API and Data Integration processes between Servicenow and other Services.
• Experience in loading Assets into SNOW from Third Party System using Web Services and Import Sets.
• Experience in Communicating with external web services using SOAP Messages and REST.
• Worked on Integration of ServiceNow with HP Service Management both Incident and Change management modules. Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML.
• Integrated with Active Directory for SSO using SAML 2.0. Gathered requirements from users for attributes needed to develop Service Catalog items.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Involved in discussion with other technical areas to meet the business and technical requirements forServiceNow, Web service Owners and DBA to build integration to external and internal systems, currently using SMTP (EMAIL), MID Server and Web Service.
• Involved in creating Technical Design Documentation for Migration from existing technologies to ServiceNow.
• Worked on various modules ofServiceNowlike Incident management, Customer Service Management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.
• Worked on developing Content Management Systems. Created Sites, Pages and blocks for CMS ServiceNow.
• Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data in to ServiceNow. Created various front end forms.
• Involved in Creation and modification of various Access Controls (ACL’s), Business Rules, Script includes, Ajax Query, Jelly Scripts, UI Actions and UI Policies.
• Created Update Sets to migrate customizations from one instance to another instance. Created Email Templates and Email Notifications.
• Designed Workflows along with standard Workflow templates, which can be reused.
• Developed reports as per requirements from management.

Environment: ServiceNow, SQL, JavaScript, Business Rules, UNIX, Web services, SOAP, SQL, XML, HTML, AJAX, Integrations, Cloud services, ITIL, SCRUM, MID-Server

Confidential -Boston, MA

ServiceNow Administrator

Responsibilities:

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day-to-day administration of the Service-Now Tool. Maintain business services and configuration item relationships in Service-Now tool.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Develop necessary development documentation as needed (e.g. technical design,developernotes, etc.)
• Created roles, views and user groups pertaining to the use cases.
• Performs core configuration tasks including System policies, Business rules and Client scripts.
• Manages users, groups and roles.Advanced Schedule jobs and Business rule creation.
• Manages data with Tables, Import Sets and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Different reports are developed as per the client's requirements and usage.

Environment: Service Now, Web Services, SOAP, XML, HTML, ITIL, SCRUM, JIIRA

Confidential

UI Developer

Responsibilities:

• Skilled in working directly with business user groups in analyzing and specifying business requirements for the design and development of project.
• Suggested and advised clients to tactfully alter workflow of application to increase the efficiency and ease of use. Designed and advanced user interfaces using HTML, CSS, JavaScript, jQuery and AJAX.
• Installed and Configured Remedy Action Request System6.x
• Supported and enhanced the existing Remedy Application. Worked on upgrading Midtier from 6.0 to 6.3
• Configured different approval rules and roles for the current setup.
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationship documents for all the internal projects.
• Worked on developing an application to integrate the Remedy Web services.
• Worked with backend developerto convert HTML/CSS non-functional pages into dynamic JSP pages.
• Developed cross-browser pages using CSS, HTML, DHTML, and JavaScript.

Environment: Remedy ARS 6.x, Remedy Helpdesk 5.x, Remedy Migrator 5.x, Remedy Import, Windows 2000/XP, MS SQL Server 2000, CSS, IIS 6.0, Crystal Reports 9.0.