SUMMARY

• Results - focused and dynamic IT professional with 15+ years of experience in IT and comprehensive 12years of experience in ServiceNow development, maintenance, implementation and administration having strong grip on countless ServiceNow modules.
• Outstanding track record of developing UI Appearance for Service Catalog Requests as well as monitoring, modifying, and publishing service catalog workflows with approvals.
• Highly skilled in performing project scoping, organization, and management, including business and IT Requirements.
• Notable expertise in developing Service Now platform, including creation and customization of Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications, and processes.
• Proven skills in creating and managing service catalogs, record producers, order guides, and UI Pages. Exceptional experience in working extensively on implementation, customization, and maintenance of CSM modules such as case management, incident, problem, knowledge management, and customer service catalog in Service-Now.
• Value-added experience in adding fields to the metrics capture of service now Performance Analytics, and creating roles and groups using dashboards, analytics, and time charts.
• Excel at maintaining and growing data held within Service Now such as our users, locations, configuration items, and service catalog items.
• Extensive experience in the IT industry and 12+ years of experience on ServiceNow Development, Maintenance and Administration working with different modules such as ITSM, ITOM, GRC, SecOps, ITBM, HRSD, APM, PPM and Service Portal.
• Strong experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution.
• Phenomenal experience in technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Project Portfolio Suite, Service Catalog, and Configuration Management.
• Credible history of managing process, technology and IT service management solutions, ITIL processes, customizing and configuration of ITSM tools.
• Experience in Design, manage and analyze CMDB (Configuration Management) configuration items and its integrations like Infoblox, Equip Band SCCM.
• Expertise in scripting using JavaScript and Discovery in ServiceNow as well as experience in creating reports and e - mail notifications.
• Experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes.
• Expertise in developing Client Scripts, Business Rules, UI policies, UI actions, Script Include, SLA and Import sets.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP and REST API’s.
• Experience in creating and managing Service Catalogs, Record Producers, Order Guide, UI Pages.
• Experience in design and developing custom applications in ServiceNow environment.
• Experience in Data migration Projects which uses SQL Loader, PL/SQL programming, coding Procedures, triggers and functions.
• Expert in Export, Import and SQL*Loader Utilities as well as RDBMS development including Oracle SQL, PL/SQL database backend programming with stored procedures, Functions and packages, Forms and Reports ITSM.
• Proven experience in involving from the beginning to work on ITSM modules like Incident/problem/change request.
• Excellent record of developing scoped applications by leveraging the OOB tables and functionalities like creating an interaction ticket or CAL Ticket from the portal.
• Providing the fulfiller functionalities on the portal to update the incidents or tasks for the service desk users.
• Integrated survey monkey to trigger and manage the assessments outside the ServiceNow for leveraging the functionalities of the fancy survey’s flavors.
• Extraordinary experience of maintaining and alerting the Global command center notifications based on the high priority tickets and integrated Twilio for managing the conference calls auto start up on creation of the high priority tickets.
• Worked extensively on Implementation, Customization and Maintenance of CSM modules such as Case Management, Incident, Problem, Knowledge Management and Customer Service Catalog in Service-Now.
• Used ACLs for controlling the security mechanism in ServiceNow As per the best practices of ServiceNow, developed and configured Business Rules, Script Includes, UI Policies, Client Scripts and Catalog Client Scripts etc.
• Customization of Case Management Application. Sending Survey through Email. Creation of assignment rules, Custom Related List, Dictionary fields, Email Notifications and Inbound Actions, Workflows. Customizations Migration between Instances using Update Set.
• Load data Using Transform map, a map to determine relationships between fields displaying in an Import set to fields in an existing service-now table. Designed Customer Service Portal pages. Created custom widgets. Customized the OOB Widgets, Pages and Themes as per requirements.
• Gained experience in Environment: HTML, CSS, JavaScript, Glide Script.
• Performed day to day administration of the ServiceNow system, including making approved changes to process and workflows in ITSM, APM, PPM, HRSD, CSM, ITOM, and GRC modules
• Exposure to ServiceNow platform capabilities and tools like Discovery and Orchestration and other applications like Service Watch, GRC etc.
• Hands-on experience in Governance, Risk and Compliance application (GRC).
• Created a customized role with all the required access to the entire application for the admin of GRC.
• Submitted the documentation and trained the GRC users on the ServiceNow GRC Application
• Designing and Implementation (Including Integrations) and configurated the forms and fields in Security Incident, Vulnerable Items, Vulnerable Groups and Security Cases.
• UI Actions and UI pages configuration for aligning it with the ITSM modules like creating incidents/problems/change requests.
• Creating Relationships between the different tables and updating the child from the parent and maintaining the synchronization between the related modules.
• Managed NVD and CWE data pull in Vulnerability Response and created business logics and workflows for the best process flow.
• Skilled in the integration of ServiceNow to Active Directory using the LDAP Integration and Integrating ServiceNow With multiple identities provides using Single-sign-on. Seasoned in creating widgets from scratch or cloning the OOB widgets and customizing them as per the needs. Well-versed in creating the ACL, to maintain the security of the applications in ServiceNow.
• Experience in using Integration Hub to populate CMDB data from third-party sources like SAP, SCOM and build custom Spokes to populate data using Service Graph connector and customized flows.
• Experiences in planning od clustering for MID servers to handle zero downtime and high availability of Production instance-related Integrations, Discovery, Service Mapping and Cloud Integrations.
• Experience in building custom complex workflows to trigger Orchestration in AWS.

PROFESSIONAL EXPERIENCE

Confidential

Sr ServiceNow Developer

Responsibilities:

• Spearhead design of Performance Analytics dashboard to provide real-time reporting for IT leaderships on services owned by them using defined metrics.
• Manage end-to-end implementation of ServiceNow ITSM, ITBM, ITAM, GRC, SecOps, HRSD and ITOM modules: Service mapping, Discovery, CMDB, and Event Management.
• Work on the employee self-service portal where the external agencies can order catalog items.
• Develop and implement custom scoped applications, including employee onboarding and offboarding Service Portal.
• Development using AngularJS for customer service.
• Create a portal widget used to check a project's compliance with authority documents and internal policies.
• Activate Virtual agent plugins and decide communication channel reroutes with Live Agent/ Support Chat and Bot conversation.
• Develop Widgets and fixed widgets in Service Portals to enhance the user experience.
• Work on performance analytics and modify performance analytics dashboard for a specific workgroup.
• Implemented Discovery, CMDB, PPM, Demand Management, Finance Management, and Service Portal.
• Configured Service Portal using the Service Portal Configuration page and cloned out of the box widgets and embedded them on the Service Portal to achieve certain functionalities.
• Facilitated the auto-Discovery of employee asset status using Altiris integration with ServiceNow.
• Worked on the configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to change and problem requests.
• Implemented Event management which provides options for configuration and managing events and for integrating with other ServiceNow features such as Incident, change, and task management.
• Define Relevant attributes for Business Services via Service Mapping as it interfaces devices and business applications using Discovery and mid server.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Worked on Service Catalog in introducing new Catalog Items based on the Clients requirement.
• Facilitated ITSM process maturity assessment, identify what is changing in each process & integrate them into the adoption plan.
• Configured and customized ServiceNow service catalog items to manage various infrastructure services in the organization.
• The customized user interface of incident, problem, and change management applications of ServiceNow using UI Policies, Business Rules, and Client Scripts.
• Wrote multiple Business rules and UI Action scripts to meet Business needs.
• Updated Set Migration from one environment to another environment using schedule jobs and Rest API's with the same domain and version.
• Managed data with Tables, CMDB, and import sets as well as worked on end-to-end implementation of CMDB modules.
• Debugged the platform upgrade recurring issues and implemented risk management for the risk evaluation of the change request associated with the configuration item.
• Configured end-to-end process for Knowledge Management and worked on the knowledge-centered support (KCS) plug-in.
• Developed integration with System Center Configuration Manager (SCCM).
• Involved in upgrading to Helsinki and fixing the bugs and develop solutions to fix the issues within the given time frame.
• Developed workflow customizations and supported the service transformation teams.
• Collaborated in the Service Catalog and Incident module customizations along with enhancements.
• Worked with the stakeholders to gather requirements for the attributes required to develop Service Catalog items.
• Developed new service catalog items and fix bugs in incidents, problems, and change management.
• Developed Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.
• Designed solutions to Problem Management module implementation based on client's requirements.
• Managed ServiceNow tool administration module and creation of new Users, Groups, Roles, IT Services, Applications, Business Services, Routing rules, and Blackout Freeze rules.
• Worked with ServiceNow Event Management by configuring Event Mapping Rules and Event Transform Rules.
• Documented requirements for Discovery and mapping of attributes of devices, applications, and configuration profiles.
• Worked with client and functional requirements within Service-Now and provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company's technical operations.
• Oversaw data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Created different Parent Categories, Categories, Subcategories, Catalog Items, Variables, Variable sets and all other necessary things required for implementation.
• Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists.
• Managed users, groups, and roles as well as Service Catalog and Request Workflow Design and Configuration.
• Created Table, fields and Links, User Rights, Functional Rights, Roles and Profiles as well as workflows, wizards and scripts, Software Counters.
• Generated reports using crystal reports as well as installed Business Objects Application Server.
• Reported migration from Test server to Production Server and installed Connect IT Application Server.
• Uploaded assets and created and Managed Portfolio items and workflows.
• Designed and implemented new functionality using UI Policies and Data Policy as well as assisted in creating and modifying Service Catalog and Workflow Designs.
• Designed the Content Management System for CSS and Service Catalog work.
• Created workflows for Incident Management, Change Management, Service Requests and SLA's.
• Configured a process for Knowledge management, and worked on the knowledge Centered Support (KCS).
• Configured LDAP Server and Listener for updating user and group table record.
• Created users, groups and roles and loaded the data in SNOW objects importing sets on daily/ weekly/ monthly/on request basis .
• Helped gather requirements from Business and create technical & functional specification documents.
• Implemented, customized and maintained ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, & CMDB.
• Managed client scripts and UI policies and integrated SNOW with Oracle SOA Web services.
• Created and configured SLAs as per the requirement and designed User Interface for Catalog Design.
• Used SOAP Messages and REST to communicate with external web services.
• Utilized import set tables to import Configuration Items (CI) from third party applications.
• Coordinate with service request and change management team as a developer and tester for analyzing the modules and catalog items.
• Perform day-to-day administration of the ServiceNow tool, including approval of changes to processes and workflows.
• Oversee development and customization of Incident/Problem and Change management applications per ITIL processes.
• Implement email parsing for Phishing emails with ingestion rules as well as prepare various business rules, REST messages, and Scripts.
• Create and run scheduled jobs on a weekly basis to sync the Qualys and ServiceNow data. Create Security
• Incidents using integration, automation, and emails.
• Send Notifications to users/groups/managers using customized templates on creation of Security incidents.
• Participate in meetings with the shareholders for requirements and enhancements to the existing process.
• Develop Service catalog including, creating catalog items, workflows, order guides.
• Utilize Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action, and Business Rules.
• Customize UI Appearance for Problem and Change Management Application.
• Worked on ServiceNow Now ITOM business development, project delivery/implementation, building ServiceNow ITOM practice & competency.
• Implemented ServiceNow ITSM products, including Discovery, Service Mapping, and Active directory.
• Gained experience in ITBM Demand Management and ITBM Resource Management as Well as ITBM financial Charging.
• Created SLAs and notifications based on the events for different stages of the process in Security incidents,
• Vulnerable Items, Vulnerable Groups, and Security Cases. Aligning the Security Operation modules with GRC for proper process and policy follow-up and creating assessments for the feedback and process improvement.
• Planned and executed Windows, Network Discovery through SNOW Discovery.
• Exported reports from CMDB as per requirement and performing analysis.
• Implemented Service-Now customization including, but not limited to, Client Scripts, UI Policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• Upgraded Onboarding and offboarding in HRSD.
• Defined workflows in Service Catalog items, Approvals, and Dynamic tasks in ServiceNow.
• Developed 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.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Manage end-to-end implementation of PPM, CMDB, and Performance analytics modules. Implement GRC modules and configure forms/fields in policy statements, controls, issues, profiles, indicators, and indicator tasks. Develop CI orchestration activity layouts to automate CI processes across ITSM spectrum through monitoring tools, including Solar-winds to create alerts and incidents into JIRA.
• Oversee configuration of notifications and reports for ensuring proper flow of information and time -bound. Install and configure tenable integration from the ServiceNow store as well as a tenable connector, settings, and schedule imports.
• Generated interaction between different tables and maintained synchronization between the related modules such as control and policy statements.
• Deployed Software Asset Management (SAM) Extension’s plug-in automatically on all new instances of ServiceNow.

Confidential

ServiceNow Developer

Responsibilities:

• Participated in testing, issue resolution, support the implementation check-out process and facilitate the development of all procedural documentation and manuals.
• Performed requirements gathering, write and manage highly complex requirements for large application development projects on ServiceNow.
• Identified project interdependencies and communicate requirement/scope issues and participate in driving them to resolution for inclusion in system requirements.
• Conducted the full SDLC lifecycle to implement ServiceNow Software and Hardware Asset Management and integrated it with an external discovery tool.
• Created SLAs, configured stakeholders for portfolios, and integrated Azure AD.
• Initiated customer service management (CSM) plugin and configured CSM module as per customer requirements.
• Collected information about tvm, datacenters, load balancers, and logical data centers by working on AWS Discovery.
• Automated alert generation process in PPM and implemented domain separation in financial management.
• Integrated application portfolio management (APM) modules with ITSM to identify applications.
• Provided data persistence by object-relational mapping solution via Hibernate for application save, update, and delete operations.
• Involved in SDLC Requirements gathering, analysis, design, development, and testing of applications using AGILE methodology (SCRUM).
• Administrated CMDB, configuration items (CIs), CI relations, and mid server as well as managed data with tables, CMDB, import sets, and update sets. Applied IT asset management methodology in the ServiceNow environment, including server management, workstations, peripherals, consumables, and license entitlements.
• Created key artifacts to accurately capture problem statements & support technical teams, including but not limited to use cases, user stories, user acceptance criteria, functional & configuration specifications & technical diagrams in ServiceNow.
• Performed periodic review of email notification & templates for Problem, Incident, and Service Catalog etc.
• Reviewed existing IT processes in ServiceNow to identify areas of improvements & enhancements.
• Re-mediated issues on applications and make sure updates are done in ServiceNow. Troubleshoot and perform corrective action on the IT Service Management software HP Service Manager and ServiceNow.
• Created business requirements, create use case documents, create SBAR documents, create test case and manage project work cycles as a member of the core implementation team.
• Monitored the migration of BMC Remedy with ServiceNow and developing ITSM/ITIL processes, roles, business procedures to support (ITSM) best practices.
• Managed 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.
• Managed the quarterly upgrades of ServiceNow tool. Conduct full software development life cycle for customized applications including requirement analysis, design, coding, testing, and training activities.
• Created and wrote the MySQL query to import data from the external discovery tool database into the CMDB for configuration and data analysis of the imports, and to insure there were no gaps or issues.
• Elicited and facilitated functional and technical documentation for new product and enhancement releases.
• Developed and facilitated quality assurance strategies which included test plans, test cases, user acceptance testing, unit and system testing.
• Conducted analysis and ad-hoc database queries for end user requests and supported end users during business hours or as needed.
• Collaborated with business stakeholders, IT and 3rd party vendors to ensure high quality, on-time deliverables and business needs were met through the project lifecycle. Effectively communicated in writing and face-to-face presentations on project status to all levels within internal organizations and external customers/vendors.
• Met with business stakeholders to identify, assess, document, and review business requirements.
• Created user stories and manage story backlog with requirements for sprints through enhancements intake process.
• Translates business requirement to functional requirement and support IT design questions against the requirements.
• Prepared mapping document for integration between Jira /Confluence and ServiceNow.
• Communicated changes to requirements on user stories during sprint where applicable.
• Confirmed that Implementation, Post-Implementation, and Back-out plans are in place.
• Implement and configure new ITSM platform ServiceNow.
• Created reports and configured tailored scripts to update application forms.
• Created and update training documentation and provide user training on ITSM tool.
• Acted as business analyst for both HP Service Manager and ServiceNow tools.
• Performed data clean-up and continue on-going application definitions for the repository.
• Engaged in Major Incident Management process review.
• Performed Project Scoping, Organization and Management including Business and IT Requirements.
• Created functional and technical specifications documents for various Service Now modules.
• Developed Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Managed implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML.
• Configured multiple forms for Asset module using Configuration Management Database.
• Worked on end-to-end implementation of CTI Integrations, Supported the team with the workflow of the integrations.
• Created the UI pages to use them in catalog items, implemented using UI scripts.
• Wrote Catalog client scripts and UI policies to make client-side changes.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Oversaw ServiceNow event management by configuring event mapping, event transform, and alert rules. Coordinated with other members of the engagement team to coordinate, plan, and steer ServiceNow GRC projects.
• Involved in implementing APM from scratch, gathering data, and validating information based on each node.
• Utilized ACLs for controlling security mechanisms in ServiceNow.
• Attained expertise in overseeing Single Sign-on (SSO), event-based integrations, and LDAP.
• Implemented project/portfolio management and resource management to manage ServiceNow projects across the enterprise.
• Carried out horizontal discovery from scanning to exploration by using different probes and sensors.
• Maintained CMDB health dashboard with completeness, compliance, and correctness.
• Configured Event Management (ITOM) by designing connector instances and connector definitions.
• Improved ServiceNow HAM program, asset management processes, and work methodologies.

Confidential

Java Developer

Responsibilities:

• Designed the application by implementing Spring Framework based on MVC Architecture.
• Designed business applications using web technologies HTML, XHTML, CSS, Bootstrap, JavaScript, AngularJS and jQuery based on the W3C standards.
• Involved in the review and analysis of the Functional Specifications, and Requirements Clarification Defects.
• Involved in the analysis and design of the initiatives using Rapid Application Development.
• Wrote JUnit test cases to test the functionality of the code by using Mock Framework.
• Developed Servlets, Session, and Entity Beans handling business logic and data.
• Used Spring Framework for Dependency injection and integrated with the Spring Web Flows.
• Participated in requirements gathering, analysis, design, and testing phases.
• Used Stored Procedures to crunch data and creating view for fetching data from multiple tables on MS SQL Server.
• Designed use case diagrams, class diagrams, and sequence diagrams as a part of Design Phase using Rational Rose.
• Managed Database Connectivity through JDBC and writing validations and DAO’s.
• Used Restful Web Services to communicate with different applications.
• Created user interface and performed multiple formatting using JSP, HTML, and CSS.
• Performed validation utilities using JavaScript and AJAX.
• Worked in an Agile based development environment and participated in Retrospective, Scrum session for better understanding, communication among team members.
• Involved in various phases of Software Development Life Cycles (SDLC) like Design, Development and testing phases, and developed Use Case diagrams, Class diagrams, and Sequence diagrams
• Acquired process awareness for software development and deployment.
• Assess Microservices Architecture readiness of existing core services for Confidential.
• Architect Automated Microservices & big data ETL PAAS based on best practices.
• Used Spring Boot, which is radically faster in building cloud MicroServices and develop Spring MVC, based applications with very less configuration.
• Creation of gitlab-ci.yml file for kicking build process in stages that run in docker container.
• Analyze business requirements and develop various business delegates to integrate with middleware services like JAX-WS, JAX-RS using SOAP and REST.
• Implement and enhance TAF (Test Automation Framework) application to invoke SOAP and Restful Web Services.
• Implement Java EE components using Spring MVC, Spring IOC, Spring transactions and Spring security modules.
• Worked in using React JS components, Forms, Events, Keys, Router, Animations, and Flux concept.
• Used React JS for templating for faster compilation and developing reusable components.
• Worked on creating, retrieving, updating and deleting documents in MongoDB.
• Supporting all major GM brands - Chevrolet, Buick, Cadillac, GMC, Opel, GM.com, Quantum
• Created all processes, procedures, standards for the DevOps AEM Administrator Team as Team Lead
• Led scrum sessions for the DevOps AEM Administrator Team resource planning to ensure all project deliverables were met.
• Created Groovy Domain, Controller and Services classes.
• Groovy rest client that is injected into Rewards to communicate with the web services for interacting with customer data.
• Used Groovy/Grails Tool Suite (GGTS) to develop the test cases and performed manual testing
• Service automation in Spock testing Framework and groovy language and JUnit.
• Participated in story grooming, sprint planning and retrospectives for two-week long sprints
• Performed UI Automation using the browser automation tool GEB within selenium and groovy scripting language and TestNG framework and validated the REST response with UI
• Sole responsibility to ensure all DevOps AEM Administrators were working towards required on a daily basis
• Implemented modular approaches for backend on AWS’s Elastic Beanstalk and implemented interfacing with MySQL/Aurora DB on AWS’s RDS, allowing for scalability.
• Implemented Custom Exceptions depending on the API Responses.
• Implemented Spring boot microservices to process the messages into the Kafka cluster setup.
• Implemented BDD through Cucumber. Created the Feature Files for Cucumber Automation.
• Developed Mockito and JUnit test cases to improve code coverage.
• Experience in writing unit tests using JUnit and Easy Mock.
• Tested the performance of our API using SoapUI, Postman, and JMeter.
• Used Jenkins server for code monitoring during code integration phase.
• Utilize EBS to store persistent data and mitigate failure by using snapshots.
• Used JIRA as the bug tracking system to track and maintain the history of bugs/issues on an everyday basis.
• Developed deployment descriptors for the EJB to deploy on Web Sphere Application Server
• Designed class diagrams and prepared document requirements by using UML diagrams. Managed user interface system by using
• HTML5, CSS3, JavaScript, AJAX, JSON, jQuery, AngularJS, and Bootstrap. Utilized ANT scripts to build the application and deployed BEA WebLogic application server 9.0. Drafted procedures and resolved complex queries for backend operations with the database.
• Developed and maintained data layer by using JDBC and configured Java Application Framework.
• Performed unit testing of the components through JUnit and implemented MVC architecture to send and receive data from front-end to business layer.
• Approximated enhancements received from clients and prepared tracking documents to execute the project successfully.
• Wrote multithreaded programs to measure system performance.
• Worked on GUI internationalization using JSP and Core Java.
• Used Mercurial to keep track of versioning of the source code.
• Utilized JDBC APIs for database connectivity and data retrieval.