SUMMARY

• Over 9+ years of experience as a ServiceNow Suite developer and Administrator with extensive experience on technical implementation of various ServiceNow Modules.
• Acted as Sr. ServiceNow Consultant on projects for development and implementation of process for the software ServiceNow.
• Worked on Service Portal, Creating of New widgets, themes, Pages & Enhancements to current portal.
• Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
• Experience on Customer Service Management (CSM) & Service Portal.
• Experience within the ITSM environment ServiceNow - Web Service Integration with third party applications.
• Expertise in Multiple CMS tools (Jelly, Glide) and implementing systems using the Agile/Scrum methodology.
• Functional knowledge and implementation experience of ITSM frameworks
• Implementation of ITIL process including incident, problem, change, knowledge and CMDB for better ITSM on Service-Now. specialize in ServiceNow ITSM, GRC, deployment, installation, and maintenance of software as well as data migration and data management.
• SAP Security Lead, SAP HANA Security & GRC Architect and Analyst, with over 10 years of extensive experience in SAP Security and BASIS administration, system implementations, upgrades, migrations. Knowledge in data warehousing, modelling and reporting.
• Involved in implementation of CSM setup and integrating CSM with Seibel/CRM system.
• Worked on the creation of service strategy and roadmap development. Identify, design, and develop the capabilities of both the internal and partner teams to implement, optimize and expand the ITOM suite.
• As a ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalogs, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Excellent Knowledge on Field Normalization & Data certification process in ServiceNow.
• Experience in all modules of ITOM. (Discovery, Orchestration, Service Mapping, Event Management).
• Extensive experience of integrating ServiceNow with 3rd party tools and implantation of SOAP and REST API.
• Extensive experince on technical implementation of various ServiceNow modules such as Incident, Problem, Change, Asset Management, CMDB (Configuration Management Database), knowledge, Request, Service Catalog, Custom Applications and Integrations.
• Worked with analyst to analyze functional requirements within ServiceNow for Customer Service Management (CSM).
• In-depth knowledge of the technical implementation of Discovery, Incident Management, Change Management, Service Catalog, Reporting, and Integrations includes LDAP, SAML 2.0, Multi Single Sign-On and SCCM.
• Establish connection from within the ServiceNow Microsoft SCCM application to the SQL Server database in which Microsoft SCCM stores its data objects.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Knowledge in configuration of CMDB (Configuration Management), Asset management and use of Discovery and MID - Server installation in ServiceNow.

TECHNICAL SKILLS

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

Languages: C, C++, Java, JavaScript, Jelly, Angular-Js, HTML, Bootstrap, AJAX, CSS and XML

Scripting Language: JavaScript, Jelly Script, JSON, PowerShell, Python

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: UNIX, Linux and Windows

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint).

ITIL: ServiceNow, Service Mapping, Discovery, CMS, ITSM, ITIL

PROFESSIONAL EXPERIENCE

ServiceNow Senior Architect

Confidential, Cincinnati, Ohio

Responsibilities:

• Collaborated with an agile team to deliver solutions to business needs for processes across ServiceNow modules, including ITSM, ITBM, ITOM, HRSD, and more.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration.
• Designed many catalog items out of which few catalog items involve integration using SOAP WebService, Restful API
• Configure ServiceNow HRSD including Portal, Enterprise Onboarding, Case Management, Knowledge Management,
• Developed integrations to and from ServiceNow using Work auto, Orchestration, Scripted REST APIs, Integration Hub, Glide AJAX, and parsing methods.
• Work Process Automation: Specialist on GRC (ARA, ARM-CUP, BRM-ERM), SAP ITSM, SCRUM, ITIL.
• Expertise in doing CMDB bulk data loading using transform maps and transform scripts.
• Made basic configuration changes to the UI using Branding Editor and other components of Service Portal. Edited and extended portals, pages, and widgets.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Develop a strong partnership with designated Product Line Sales Directors, Account Executives and CSM technical team to provide a comprehensive and compelling message to Customer Service across multiple regions & focus on targeting CSM message to specific customer needs via an intuitive and customer-centric service portal.
• Developed Slack Bots and integrated with ServiceNow, to retrieve the Knowledge articles from ServiceNow, catalog items to submit the request, the status of the request and approvers can approve the request using slackbot, used Integration hub flow designer to develop the custom spokes. Configured SSO using Okta and LDAP.
• Built order guides and workflows between other ATS/HRMS tools to ServiceNow for onboarding and offboarding using Orchestration.
• Provide ITAM and Configuration subject matter expertise. Assessing existing ITAM systems for improvements.
• Provide integration guidance on ITAM and CMDB projects for system integration
• Architect solutions for ITAM solutions
• Specify, test and train users for SAP FIORI interface, to optimize user experience on GRC daily use
• Translated business requirements into functional specifications a daily which align with Flow designer features.
• Uses scripting tools and ServiceNow functionality, create script to automate routine tasks being done in ServiceNow.
• Hands on experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow.
• Involved in setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.
• Consultancy advising, designing and developing web solutions for industry leaders in ServiceNow and their clients. Utilizing ServiceNow's Service Portal platform, while implementing several new business and client facing web and mobile applications.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Transform Customer Service operations to meet key productivity and/or ROI targets via ServiceNow CSM
• Experience in Implementation, Integrations and Configuration of different modules of Service-Now.
• Implemented ITIL process including incident, problem, change, knowledge and CMDB for better ITSM on Service-Now.
• Create business requirements, technical specifications documents, create use case documents, create test case and manage project work cycles as a member of the ServiceNow development team.
• Direct hands-on experience on various Applications like Asset Management, Configuration Management, Incident and Problem Management, Knowledge Management, HR Management, Reporting, PPM, Finance, Security Incident, Threat And Vulnerability Management, Release
• Expert in Mid Server Installation and Maintenance
• Working on ITBM- Application Portfolio Management(APM).
• Develop solutions using web services, SOAP, JavaScript and other web technologies to integrate ServiceNow with internal/external systems and tools.
• Service Management (CSM) application from requirements gathering to post production support.
• Experience creating customer-facing portals using Content Management Systems & Service Portal Managed /Worked with QA team off-shore to help them understand the technical requirements for the stories before testing.
• Communicated with external web services using SOAP Messages and REST.
• Configured and Implemented GRC Access Control 10.1
• Assist in managing, maturing and improving ServiceNow governance & ITSM processes on ServiceNow platform by aligning process documents with tool capabilities, in line with ITIL framework
• Responsible for Service-Now Administration, Discovery, CMDB design, process design, LDAPS integration, data imports, tool customization, troubleshooting, business rules, update sets, script analysis and RCA
• Implementing ServiceNow ITOM product, including Discovery, Service Mapping and Active Directory Password Reset (Orchestration) Applications.

ServiceNow Architect

Confidential, Georgia

Responsibilities:

• Experience in monitoring the migration of BMC Remedy with ServiceNow and developing ITSM/ITIL processes, roles, business procedures to support (ITSM) best practices.
• Supported ServiceNow integration using SOAP, REST web services, Import sets and transform maps, BR scripts.
• 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.
• End to End Implementation of ServiceNow Customer Service Management (CSM) application from requirements gathering to post production support.
• Experience in Communicating with external web services using SOAP Messages and REST.
• Worked on a wide base of modules within ServiceNow, including from the ITOM and ITBM suites.
• Support GRC AC 10.1 (550+ tickets solved/yr., FTE 2.21 avg.) for 1200 users on SAP ECC Production Environment.
• Designing and implementing ITAM solutions.
• Designing architectures for ITAM systems including integrations with financial, HR and other IT systems and ITIL processes. Implementing ITAM processes, policies and procedures
• Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
• Expertise on defining workflows in Service Catalog items, Approvals and performed Dynamic/ad hoc tasks in ServiceNow has been part of end user self-service portal management.
• Worked on configuring Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, CMDB and SNOW Reporting using ITIL process.
• Implemented ServiceNow ITOM products, including Discovery, Service Mapping and Active.
• Developed solutions in the service-now platform that are suitable and ITIL compliant, identify and define business solutions for ITIL users.
• 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.
• Development of requirement integration components (SSO, LDAP, SOAP).
• Implemented PPM, CSM, Incident Management, Request Management, Service Catalog, Custom Applications, Service Portal, Project Portfolio Management and Knowledge Management.
• Responsible for ServiceNow implementation and application development activities related to Customer Service Management, Service Portal, and Field Service Management applications.
• Support Internal Control Office and Risk Manager Office, applying GRC mitigating controls to SoD risks. Automating the access grant process with GRC Workflows and keep compliance with GRC User Access Review/SoD Review Workflows.
• Configure ServiceNow HRSD suite and implemented HRSD roles, COE structure, Services Configuration, Record Producers.
• Utilizing HTML, CSS, Bootstrap, and Javascript to deliver Service Portal pages, widgets, and dashboards.
• Provide expertise in user interface and user experience to create clean and intuitive ServiceNow portals for clients using AngularJS for custom widgets and pages
• Review ServiceNow version releases and then lead the upgrade project with regression and user acceptance testing.
• Integration with third party applications using Web services Integrations (SOAP, REST).
• Drive process model to align ITIL best practices and ServiceNow tool by considering process, metrics and data requirements with ServiceNow Out-of-the-Box capabilities.
• Specialized in ServiceNow IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) applications and provides forms - based workflow application development.
• Managed the complete end to end deployment of CSM module for Bank’s Treasury Payments systems, replacing a legacy CRM module. Created a detailed plan to track all the Business requirements and their implementation
• Deliver consulting services to install, configure and integrate software products from ServiceNow with a focus on ITBM module (Project Portfolio Management, Release Management, Demand Management, Financial Management, Resource Management, Agile Development, Test Management, and Software Asset Management)
• Relationship mapping of CIs, ongoing troubleshooting of CMDB/CMS, data integration projects
• Manage configuration/customization of ServiceNow such as Single-Sign-On, Dashboard, workflow administration, SLA management, Report setup, data imports, Knowledge management tool training as per the need of the business.
• Involved in various inbound and outbound integrations using SOAP Messages, Direct Web Services and Scripted Web Services.
• Implemented service portals by developing several widgets over the portals for users based on roles .
• Build service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
• Conducted the full SDLC lifecycle to implement ServiceNow Software and Hardware Asset Management and integrated it with an external discovery tool.
• Strong use and understanding of Cisco layer 2 switching, layer3 OSPF and BGP (w/MPLS), layer4 FWSM’s and ASA Firewalls as well as CSS/CSM/ACE Load balancer.
• Optimize GRC Workflows to grant access and to remove access asap (Access Granting Process upgrade from 2 weeks spent to 4 hours tops - with risk analysis and compliance)
• Extensive experience of integrating Service Now with third party tools and implementation of SOAP and REST API
• Strong experience in customizing the form design and form layout for various on the ITIL Process.
• Prepare mapping document for integration between Jira /Confluence and ServiceNow.
• Wrote User Acceptance Test Cases for SAP implementations.

ServiceNow Sr Developer

Confidential

Responsibilities:

• Experience with complex integrations within the ITSM environment such as ServiceNow - Siebel, ServiceNow - Web service integration with third party application, BMC Remedy and Tally.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Performed system administrator activities for ServiceNow ITIL,CMDB, ITBM PPM, and other project related systems to include managing system updates, user access and other requests regarding the system, coordinating issue resolution and other related administrator activities.
• Developed new offerings related to the full scope of an IT Service Management methodology; IT Operating Model (ITOM), IT Service Management (ITSM), ITIL Process Assessment and Remediation
• Experience with implementing multiple ServiceNow Service Portals across different domains in a large enterprise
• Implementation of GRC tools: Password Self-service, GRC Audit Reports, GRC dashboards and Delegation
• Expertise in Design and configure ITSM (incident, change, problem) in Service - now.
• Built interfaces for HP CSA tool integration
• Direct hands on experience on various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, and Client scripts.
• Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and Reporting and few other custom applications.
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• GRC implementation; automation; experience with GRC RAR, CUP, and SAP CUA (Central User Administration) integration with SAP GRC.
• Developed and supported Service Portal for Project Portfolio Management.
• Responsible for the execution and delivery of the ServiceNow application across the enterprise. (ITSM, ITOM, Platform, ITBM, Security and Compliance modules).
• Leveraged ITOM (IT OPERATIONS MANAGEMENT) on BSM MAP, Discovery, Cloud provisioning and Event Management.
• Designing and implementing new functionality using Business Rules, workflows, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Java script, Angular, Service portal and Access Control Lists. Supported Service Catalog - Multi-catalog management.
• Track, manage, and own opportunities for product identification, development, and delivery through Salesforce, from discovery until customers have delivered a signed CSA
• Expertise in key technologies relevant to the ServiceNow integration solutions including: ServiceNow API’s, SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS.
• Implemented Virtual Agent and trained it on NLU Model with 11 different topics and integrated it with Microsoft Teams.
• Ensured adherence to ITIL best practices in various ITIL processes supported on ServiceNow platform
• Collaborated with HR team for creating relationships between projects and expense lines using PPM Module.
• Developed Time Sheet module for tracking Time Cards and processing approvals.
• Designed Inbound Email configurations for automating ticket creation and updates
• Configured and Implemented GRC Audit Management module (PLMC AUDIT).
• Used SoapUI tool to test SOA based architecture application to test SOAP services and REST API.
• Created customized and user-friendly widgets so users can access specific platform features using Service Portal.
• Created Service Portals an alternate to CMS using the Angular JS and Bootstrap framework.
• Involved in customization of UI for a knowledgebase.
• Strong experience in Software Development Life Cycle (SDLC) Implementations, SAP Security, BASIS, HANA, GRC configuration and implementations
• Gathered functional requirements for Service Catalog and converted to technical requirements.
• Performed Integration between Service Watch and ServiceNow CMDB.
• Worked on GRC application (Governance, risk, and compliance).
• Working experience in configuring and working on Discovery Schedules.
• Worked across IT and other Operations Divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements.

ServiceNow Developer

Confidential, New York, NY

Responsibilities:

• Working with client and functional requirements within the ServiceNow Platform.
• Configured complete Asset Management and developed multiple integrations to populate the Asset data and configured billing and audit history for asset.
• Developed solutions using Ajax, JavaScript, Web Services REST, SOAP, and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Responsible for Support, Training, product improvement feedback and Customer success programs like improving platform adoption, best practices, Customer account reviews of ITOM/ITSM SaaS.
• Expertise in Multiple CMS tools (Jelly, Glide) and implementing systems using the Agile/Scrum methodology.
• Functional knowledge and implementation experience of ITSM frameworks.
• Developed widgets and fixed widgets in Service Portals to enhance the User Experience.
• Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow Jakarta. ServiceNow ITBM and project management, ITOM Network layout for standard email configuration Basic email services and features Mail servers maintained by ServiceNow.
• Implementation and configuration of GRC 10.1 with services for apps included in the ruleset.
• Implement ServiceNow customization including, but not limited to Client Scripts, UI Policies, UI Actions includes Business rules, Workflow administration, report setup, Data imports & Exports
• Experienced in the Analysis, Development and Automation of various ITSM Processes including Incident Management, Change management, Asset management, Service request
• SOC2, ISO 27001, NIST, CSA/CCM, IP Setup, Wireless Routers, Cloud Services, Active Directory, Exchange, Mobility, ServiceNow, Document Management System (DMS)
• ServiceNow application development: including Creation and Configuration of service catalogs, Email Notifications, Data Imports & Exports, Reports.
• Good knowledge on web services, SOAP, REST. Worked on integrations with Puppet, SCCM and PIER.
• Knowledge of web based development languages; Specifically JavaScript, Ajax, HTML, CSS and PowerShell. UI Actions/ UI policy/ Access Control Lists, etc.
• Analyzed hospital data and categorized into classes for building the ServiceNow CMDB.
• Created CMDB template for importing servers, business services, business applications, network inventory and other classes.
• Implemented ServiceNow ITOM/ITSM applications using ITIL V3 services best practice processes, methods, testing.
• Served as the POC for ServiceNow HI tickets, admin activities in ServiceNow Production instance and for scheduling upgrades and handling upgrade issues.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing
• Served as SME to multiple stakeholders for incident, Change, Knowledge, Service Catalog, CMDB ServiceNow modules.
• Configured to integrate SAP Enterprise Portal with GRC 10.1.
• Created, reviewed and detailed user stories for enhancements on various ITIL process areas
• Created Asset Models, Model Categories, Asset to CI relationship, CI Classes, Asset Classes.
• Importing the Data in different formats (excel, csv, xml) via attachments into ServiceNow.
• Implemented/support GRC AC10.1, Configured GRC AC Access Risk Analysis (ARA) and Emergency Access Management (EAM) components.
• Worked on setting up Service portal content so that it's only available to authenticated users.
• Successfully implemented ServiceNow ITSM/ITBM/ITOM/ITAM/CSM (Paris, Quebec) modules within given timeline and under budget

ServiceNow Business Analyst

Confidential, Middletown, CT

Responsibilities:

• Create user stories and manage story backlog with requirements for sprints through enhancements intake process.
• Personalize in creating forms and fields for the various roles and groups to target company requirements.
• Communicated changes to requirements on user stories during sprint where applicable.
• Prepare mapping document for integration between Jira /Confluence and ServiceNow.
• Successfully integrated LDAP active directory with SAP GRC Access control system.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Experienced with web service integrations like SOAP, REST API
• Worked with different software methodologies that includes Software Development Life Cycle (SDLC), Agile and Waterfall.
• Facilitated analyzing & gathering of requirements between Business units and IT, identifying and utilizing synergies across IT Organization to improve existing ITIL processes on ServiceNow platform.
• Experience with Service Portal to determine the users logging in to the portal and customization with a combination of system properties and script include.
• Performed QA testing & UAT of user stories from approved Sprint for scheduled deployment.
• Designed and engineered solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Integrated Spectrum with ServiceNow using REST API.
• Worked on user interface applications and professional web applications using JavaScript, HTML 4.0/5, PHP, CSS3, JSON, AJAX, Bootstrap and XML.
• Resolving GRC issues and educating users, managers and owners with proper use of tool for Access Request submission, Risk Analysis and so on.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks.
• Integrated Tripwire with ServiceNow using RestAPI.
• End to End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies.
• Involved in loading assets into ServiceNow from third party system using Web Services and import Sets.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system centralizing the information. Developed Software solutions using JavaScript, Jelly, Ajax and Glide scripting.