SUMMARY

• Overall, 8 years of professional IT experience in ServiceNow platform as both Developer and Administrator.
• Experience in designing and implementing Incident Management, Problem Management, Change Management, Asset Management and Service Catalog.
• Development and Customization of Incident, Problem and Change management, Cloud Management, HR Case, Customer Service Management applications per ITIL processes and policies.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Expertise in developing and maintaining Service catalog items.
• Experience on ITSM monitoring tools like SolarWinds, cisco Prime to monitor ServiceNow Instance Health.
• Extensively worked with Dublin and Eureka releases of Service Now with strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions using the knowledge in ITSM tool and ITIL processes.
• Experience in configuring email notifications in ServiceNow, UI Pages, UI Macro, Scheduled Jobs, Script Includes, Events.
• Experience in working with Access Controls, Workflow, User Administration in ServiceNow
• Functional knowledge and implementation experience of ITSM frameworks
• Experience in Enhancing the ServiceNow functionality by customized JavaScript code to support the new business needs.
• Experience in preparing Design document, Flow diagram, Class & Sequence diagrams for an application.
• Mid Server Process Configuration for Windows & Linux, Workflows, Configuration Management Database (CMDB)
• Good Knowledge of CMDB and IT Asset Management Services (ITAM)
• Was involved in the design and development of Presentation Tier using JSP, HTML, DHTML, XHTML CSS and JavaScript, Angular JS and AJAX.
• Used application servers like WebLogic, WebSphere, JBoss and Tomcat servers based on the client requirements and project specifications.
• Specialized experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts, Actions, and Approval Process.
• Experience in working with Workflows, Import Sets, and Update Sets.
• Worked on creation of custom tables, customization, and data migration through transform maps.
• Experience in Designing, Developing and Administrating ITSM, ITIL, ITBM in ServiceNow.
• Strong working knowledge of ServiceNow ITBM components such as Discovery, Service Mapping, Cloud Management, Event Management, and CMDB Design.
• Created various workflows and Customized existing workflows for catalog items and change approval process.
• Experience in implementing end - to-end Service Catalog, Incident Management, Configuration and Asset Management, Change Management and Release Management with Knowledge of Content management.
• Service catalog development which includes workflows designing, creating new catalog items, and execution plans.
• Gathering and understanding the business requirements from various stakeholders and converting them to a technical document with step-by-step procedures or process.
• Configuring of Service Level Agreements (SLAs), Schedules and Notifications, Installation and Troubleshooting of Mid servers.
• Maintained accurate and thorough project documentation/record keeping.
• Experience in different ServiceNow modules such as Knowledge management, Incident management, Change management.
• Assessed and amended Vulnerability Response SLAs for vulnerability groups.
• CSDM is used as a reference for mapping your IT services in ServiceNow. (CSDM 1.0, 2.0, 3.0)
• Strong knowledge on workflows to automate processes.
• Experienced in GRC application (Governance, risk, and compliance)
• Knowledge and experience to deliver end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development efforts, interfacing with vendors and management, and coordinating efforts of administrators.
• Worked on the CSDM model for CMDB, we have migrating out of the class to the multiple classes, so the CMDB data will consistent and integrated based on the modules. Worked on the Script includes, Business rule changes based on the model changes.
• Well versed in reaching project goals using agile methodologies like Scrum.
• Good Communication and Technical Document Writing skills.

TECHNICAL SKILLS

ITSM Tools: ServiceNow Berlin/Calgary/Dublin/Eureka/Fuji/Geneva/Helsinki, Manage Now

Specialties: ServiceNow, Remedy Now, ITIL.

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Languages: C, C++, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX.

Scripting Libraries: Scripting Languages Python, Perl, jQuery, Java Script, UNIX Shell Script

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

Database Tools: TOAD, SQL*Plus10g/9i.

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

Operating System: UNIX, Linux, and Windows

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

PROFESSIONAL EXPERIENCE

Confidential, GA

Service Now Developer/ Admin

Responsibilities:

• Designed and developed technical solutions that are developed on the ServiceNow platform. This will include assisting with administration, development, documentation, and technical support of the platform.
• Implemented Idea Portal SPM portal for Business Requirements
• Created multiple Catalog Items using JavaScript/ HTML, CSS, AJAX supported by UI policies, Client scripts, script includes and custom workflows.
• Customized UI Appearance for Problem and Change Management Application, which is simple, intuitive, and easy to use.
• Used UI such as JavaScript for enhancing the user interaction with the application and for client-side validation. Coding, Testing, and implementing new functionalities for new requests in the Application.
• Created the UI pages to use them in catalog items, Implemented-using UI scripts.
• Worked on Service Catalog, Configuration Management, Reporting, MID Server, Inbound/Outbound emails, andDiscovery.
• Worked on Business Service mapping and wrote scripts in the sensors to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.
• Participated in Service NowQuick Start Implementation process and worked with Service Nowin the process of implementation of Incident, Change, Problem, Knowledge, and Service-Catalog.
• Provided software configurations and customizations including, but not limited to: Service Catalogs, CMDB, workflow administration, data imports, integration, custom scripting, and third-party software integrations.
• Implemented, customized, and maintained ITSM modules (Incident, Problem, change).
• Worked on different server-side and client-side logic using ServiceNow API methods including, but not limited to background scripts, fix scripts, business rules, Client Catalog Scripts, UI Policies, UI Actions, script includes inbound email action scripts etc.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns
• Worked on development of Servicecatalog - catalog items, designing workflows and execution plans.
• Involved in usingDiscoveryto load configuration information to CMDB and worked onDiscoveryand set up mid servers and check for the connectivity.
• Solved multiple issues and irregularities in the ITOM module including Mid Server maintenance and Discovery maintenance.
• Obtaining and analyzing business requirements and developing technical/function requirements.
• Worked on development, design, and roll out of new applications modules, workflows, and catalog requests.
• Used Query builder to generate query results of CI generated by the query to resolve CMDB issues.
• Maintain the CMDB Health by running completeness, compliance and correctness jobs and Remediate Orphan, Duplicate, Stale CI’s.
• Developed transform maps to import data from a data file or though inbound request.
• Used Discovery module to Insert and update the CI’s in CMDB.
• Develop Client scripts and server scripts including, but not limited to business rules, Client Catalog Scripts, UI Policies, UI Actions, and script includes.
• Created REST API messages for software integrations.
• Migrated changes across various environments in ServiceNow using Update Set.
• Worked on integration between 3rd party system by consuming REST API calls with POST, GET methods according to the requirement.
• Migrated Data using import sets and transforms maps from external applications (Excel, CSV etc.).
• Created demand tasks, such as an initial feasibility review, cost estimate, and effort estimate, to delegate activities to specialized resources or groups.
• Experience in setting up Mid servers and scheduling discovery to detect and identify Hardware and software assets of the organization.
• Created Dashboards for the users and groups with restrictions implemented for different groups using reports.
• Created Automated Tests and Suites for forms as well as modules for a smooth upgrade process.
• Executed Test Suites and Test cases to check functionality and report defects.
• Determine methods and procedures on new assignments with direct guidance.

Confidential, Duluth, GA

ServiceNow Developer/ Admin

Responsibilities:

• Implementation, customization, and maintenance of ITIL modules such as Incident, Change, Problem, Knowledge and Survey Management, Service Catalog, CMDB in ServiceNow Helsinki and Istanbul.
• Created Change Tickets for each release, followed by reviewing updates sets before moving to production and Attended review meetings with CAB for Approval.
• Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in ServiceNow.
• Involved in end-to-end implementation of ServiceNow solutions. Worked on Service Catalog, Dashboards, and Event Management and Incident Management module customizations along with enhancements.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions. Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration.
• Configured and maintained ServiceFirst Configuration Item Discovery, Service Mapping Discovery and the ServiceFirst Configuration Management Database.
• Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for new employee hire onboarding request.
• Involved in designing, development of Employee Self-service portal, Order guide for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally.
• Gave access to end users to submit requests from Service Portal page.
• Collaborate with the GRC team on the development of the GRC solution.
• Worked closely with Vendors from Hi Portal on monitoring and maintaining ServiceNow Instance. Implementing Scheduled maintained on all environments.
• Designing service portal in using HTML, JavaScript, and AngularJS.
• Automatic generation should be kept in mind when working in a domain separated GRC implementation. Users should be sure that they are creating / generating records at the right domain level so that they are visible to the right set of users.
• In GRC need to enforce absolute data segregation between business entities (data separation).
• Responsible for defining, designing, and implementing different modules of ServiceNow ITBM (IT Business management) with respect to Project and Portfolio Management (PPM).
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Worked on Group Management to create updated and deactivate groups in ServiceNow.
• Worked on End-to-End implementation of CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Created Update Sets to migrate customizations from one instance to another instance.
• Gathered requirement from stakeholders for attributes needed to develop Service Catalog items. Identifies and Recommends the ITIL v3 methodologies to delivered technical methodologies around the ServiceNow platform.

Confidential, Charlotte, NC

ServiceNow Developer

Responsibilities:

• Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident and Change. Involved in working and developing of ServiceNow plugins and customizations.
• Involved in gathering requirements from the business and worked on architecture to design, develop and implement.
• Working on evaluation, selection, and configuration/developed, and deployed ServiceNow as our ITSM Toolset.
• Bulk Upload of data into tables with Excel and XML.
• Review and understand how the Cloud Provision Works with the Orchestration module of ServiceNow Platform.
• 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.
• Import data from excel to CMDB table using transform maps.
• Working on Service Catalog and developing various order guides and record producers and created several UI policies and catalog client scripts.
• Designed a portal to provide end users ease of access while creating requests made several enhancements to the portal based on the feedback received from users.
• Helping the Content Management (CMS) team in designing the portal and showcasing it into a user-friendly environment.
• Writing custom scripts for automating the process and integrating the service with external applications.
• Defined the functional needs for our ITSM system, ServiceNow and designed the specific implementation.
• Managed data with Tables, CMDB, Import Sets, and Update Sets.
• Created suggested relationships for configuration items in CMDB.
• Scheduling various jobs that run automatically and are triggered whenever needed.
• Created, Developed, and implemented HR cases for automated HR processes, such as employee on boarding and off boarding.
• Created various frontend forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Loading the data into ServiceNow using Transform Maps whenever information is received from external sources.
• Developed scripts for scoped applications using scoped API’S and integrated ServiceNow with Google maps using these applications
• Implemented the Problem Management, Incident Management, Knowledge Management, GRC, User Administration, Configuration and Asset Management along with Reporting module.
• Configured dashboards to display multiple performance analytics, reporting and widgets on a single screen and created stories to share the data with multiple users.
• Tracked and aggregated data over the time to measure tickets resolved per assignment group with performance analytics.
• Creating and developing roles in development environment which can be assigned to users based on their functionality thus restricting their access to the entire system of ServiceNow and giving them limited access based on the requirement.
• The scripting and integrations that I have done in my project were handy all the time and easily understandable by all the members of the team.

Confidential, Franklin, TN

ServiceNow Developer

Responsibilities:

• Communicated with all divisions in the Finance Department and Modified the functioning of various applications which are already in use according to their requirement.
• Build the MID SERVER to pull the data from the external databases.
• Worked on the employee self-service portal where the external agencies can order the catalog items.
• Scheduling SLA for Incident Management.
• Worked on Incident Management, Problem Management, Service Catalog, and Configuration Management and modified the notifications based on the requirement.
• Created the service catalog items and build appropriate workflows and captured the billing process for the catalog item which created reports based on monthly invoice.
• Worked on the Change management, modified the workflows of routine, comprehensive and emergency and build the appropriate approvals based on the change.
• Populated CMDB with configuration items (CI) using Discovery.
• Worked on Service Catalog, Configuration Management, Reporting, LDAP, MID Server, Inbound/Outbound emails and Discovery.
• Used ACL’s for controlling the security mechanism in Service Now and Setup the SLAs according to the business requirements.
• Configured LDAP server and LDAP listener for updating the user and group table record.
• Worked on creating the custom ESS portal page
• Good understanding of web services with SOAP/ XML/ WSDL and HTTP Request Methods.
• Involved in designing web services to support internal and external requests.
• Created SOAP message functions and configured it to be sent through mid-server.
• Responsible for 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 development effort.
• Develop systems integrations and process automation - fully utilizing the platform’s workflow capabilities.
• Modified the appearance of the form views for the entire organization.
• Developed solutions in the Service Now platform that are sustainable and ITIL compliant.