SUMMARY

• Overall 14+ years of experience in designing, developing, customizing & administering ITSM suite of applications.
• Excellent knowledge in Development, implementation and administration of ServiceNow.
• Good working Experience in Jakarta, Helsinki, Eureka, Fuji. Currently working on an upgrade to Kingston.
• Extensive experience in implementation of Business Rules, Client Scripts. Script Includes, UI Actions, UI Policies, Background Scripts.
• Adopted service management, operations management and security operations management best practices and activating them on the ServiceNow platform.
• Worked on Service Portal. Modified widgets and understand the Angular framework on which Service Portal is built.
• Built Integrations between ServiceNow and JIRA, SharePoint, CA Agile Central via Scripted Web services, Script Includes.
• Orchestrated Service Catalog items onto DevOps tools Chef and Puppet.
• Used Workflows to invoke windows power shell scripts to automate the infrastructure maintenance tasks.
• Worked in a Domain Separated environment. Worked in a project where multiple domains were merged into one single NEW instance
• Proficient in Data Sources and Import Sets. Worked on migrating the configuration using Update Sets.
• Worked on LDAP Integration and OKTA Identify plugin for user and group life cycle management.
• Worked on configuring SLAs, Clones, Reports and Knowledge module
• Experience in creating access control rules (ACL).
• Worked through several issues arising out of ACLs, used DEBUG functionality to identify the ACL rule that is causing the issue.
• Worked on Inbound Email actions, Notifications
• Worked on Discovery, installed MID Servers in a load balanced environment.
• Configured Data Sources to get data from AppDynamics, MOBI and AirWatch to create the Asset and CMDB Communication devices.
• Wrote onAfter scripts to transform the data and create missing Models and Model categories, and Communication Devices using the data source
• Worked on UI Pages, UI Macros, Record Producers, REST & SOAP based integrations, massive legacy data migration into ServiceNow from Remedy
• Very well experienced in Agile, strong in oral and written communication skills
• Certified ServiceNOW Administrator and Developer.

TECHNICAL SKILLS

ServiceNow Application Developer Modules/Skills: Client - side scripting, Server-side scripting, Flow Designer, Integration Hub, Scheduled Jobs, Notifications, Automated Test Framework, Agent Workspace/ITSM workspace, Outbound/Inbound REST/SOAP integration, Scripted REST API’s, Domain separated applications, UI Pages, Glide AJAX, UI Actions, AngularJS, Asset Management, Incident Management, CMDB, Discovery, MID Servers

SeviceNow Application Solutions: ITSM, ITOM (Cloud Management, Event Management, Service management), ITAM (Integrations), ITBM (Demand Management, Project portfolio Management, Agile Development), SecOps (Vulnerability Management, Vulnerability and Integrations), GRC, HRSD (Now mobile, Case management, Knowledge management, Agent workspace), CSM, Flow Designer.

PROFESSIONAL EXPERIENCE

Confidential, Chicago IL

Responsibilities:

• Worked on Software Automation Orchestration.
• Worked on Agent workspace and HRSD.
• Worked with Transform Scripts, Import Sets, Data sources to get data to Service now tables.
• Created Widgets using Angular JS, Bootstrap, Html Scripts, CSS, server-side scripts
• Worked on custom integration tool called Lift Enterprise. Built integrations between Service-now and 3rd party applications like Rally, Jira, Active Directory, F5 via REST APIs.
• Worked on building custom application called Ebroker for creating inbound and outbound ebond transactions.
• Wrote Scripted Rest APIs to implement the bi-directional integration between service-now and the 3rd party applications.
• Worked on Data Sources (JDBC, SFTP) to import CI data into ServiceNow
• Built UI Pages and UI Macros
• Worked with first line of defense Secops, Policy and Compliance Management, Risk Management, Audit Management.
• Worked on creating Business Rules, Client Scripts, UI Policies, Data Policies, Script Includes
• Worked on Integrations, End to End Integrations, HR Profile Integration from Work day, F5 Integration for Virtual Pool and Pool members.
• Worked on Data Sources, Transform Maps and Transform Scripts
• Worked on Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes.
• Worked on LDAP integration to update the users and groups.
• Configured ServiceNow discovery and orchestration
• Performed the task of using Discovery to load configuration information to CMDB.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Worked on Content Management System (CMS) and Self-Service portal using Jelly Script and UI Macros.
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Assist client in implementation and integration of software and processes that enable them to meet their ITIL goals.
• Designed and architected solutions to satisfy business needs of IT Infrastructure and Business Systems teams.
• Driving Configuration Management, both process and tool; ensures ITIL/IT Service Management process integration of Incident, Problem, Change, Asset and CMDB are integrated. Building an up-to-date view of Applications dependencies and relationships that make up IT and business services.
• Worked on SCCM Integration and Asset Management for maintaining Workstation information coming from SCCM

Confidential, Dallas TX

Responsibilities:

• Worked on end-to-end implementation of F5/Chef Orchestration, built workflows which invoke Windows Power Shell scripts
• Integrated JIRA and ServiceNow with Scripted Rest APIs
• Integrated multiple ServiceNow instances via SOAP based integrations using Business rules, UI Actions
• Customized Widgets like Ticket conversations, Approval record, Service Catalog Item to cater to the internal customization.
• Used Angular concepts like RecordWatch, $rootScope. $broadcast to enable inter widget communication
• Worked on Data Sources (JDBC, SFTP) to import CI data into ServiceNow
• Worked on configuring customizing and enhancing project portfolio management (PPM) module and integrated with user interface to ServiceNow.
• Involved in PPM enhancements and integrated with various modules.
• Supports implementation and provides requested enhancements to PPM implementation.
• Built UI Pages and UI Macros
• Worked on creating Business Rules, Client Scripts, UI Policies, Data Policies, Script Includes
• Created Inbound Email Actions which create NEW Call records which can later be converted to Incidents or Requests by the Service desk
• Created several Catalog Items, Record Producers, Variable Sets and Catalog Client scripts
• Created Database Views to generate Reports based off multiple tables
• This project was in a Domain separated environment. We decommissioned the domains and migrated into consolidated NEW instance.
• In this activity, I ended up creating several business rules, executing FIX scripts and Background scripts to clean up the data
• Worked on CMDB and Asset management. Used Data Sources to import CI data from MOBI and AirWatch.
• Wrote onAfter scripts to transform the data and create missing Models and Model categories, and Communication Devices using the data source
• Worked on Incident, Problem, Request and Change Management and Discovery. Installed MID Servers in a load balanced environment
• Assist client in implementation and integration of software and processes that enable them to meet their ITIL goals.
• Designed and architected solutions to satisfy business needs of IT Infrastructure and Business Systems teams.

Confidential, Chicago, IL

Responsibilities:

• Worked in implementation of ServiceNow for Confidential .
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Develop/Configure workflows, forms, and underlying logic using SCRUM / Agile methodologies.
• Worked on loading the data into Service-Now using import sets, Datasource and transform maps.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Involved in migration between various Service-Now instances using Update Sets
• Worked on integration Clarity PPM for Jasper Reporting, Dashboards, Portlets, NSQL Queries.
• Worked on Gel Scripts to develop processes, workflows and integrations using REST and SOAP.
• Interacted with Project Manager and back-end developers to resolve software, and back end related bugs and issues
• Closely worked with business system analyst to understand the requirements to ensure that right set of UI modules were built
• Checking MID server health and monitoring ECC
• Worked in an agile environment participating in all sprint activities, reviewing user stories, participating in estimation exercises and providing status update in everyday scrum meeting
• Delivered user stories on time while implementing user experience/ business logic and maintaining performance requirements
• Built Integrations using Scripted REST APIs, SOAP web services with third party systems like JIRA, Rally

Confidential

Responsibilities:

• Built Integrations using Scripted REST APIs, SOAP web services with third party systems like JIRA, Rally
• General support, daily administration and maintenance of ServiceNow platform and associated applications
• Work directly with end users to resolve support issues within ServiceNow
• Monitor health, usage, and overall compliance of ServiceNow
• Develop systems integrations and process automation within ServiceNow
• Load, manipulate and maintain data between ServiceNow and other systems
• Perform installation and testing of ServiceNow updates and new releases
• Create ServiceNow reports and dashboards
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool
• Develop and manage application code, user interface, and third-party integration components
• Performs core configuration tasks including System policies, Business rules and Client scripts
• Manages data with Tables, the CMDB, Import Sets, and Update Sets
• Designed many email templates by using html and jelly scripting and used them in notifications
• Created Workflow activities and approvals.
• Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Worked in JavaScript, HTML, XML, Jelly Scripting, Web Services.
• Created inbound actions for creating the tickets through Email.
• Configured LDAP for user provisioning

Confidential

Responsibilities:

• UI Macros / UI Page development
• Content Management System / Portal Development
• Advanced Skills with ServiceNow Development APIs
• Web Service Integration
• LDAP Integration
• Single Sign-on configuration and administration
• RDBMS/SQL - in establishing integrations through JDBC and the MID Server
• Business Process Management/Automation
• Experienced and Comfortable Presenting to large Audiences
• Advanced Application Experience: Orchestration, Discovery + CMDB, Asset Management, PPM Suite
• Discovery, Orchestration, Service Mapping, Event Management a Plus

Confidential

Responsibilities:

• Requirements Review and Analysis, Effort Estimation and Status Reporting and Work Breakdown Structure (MPP)
• Developed web application using Struts Framework
• Developed user interfaces using JSP, HTML and CSS
• Used Eclipse as IDE tool to develop the application
• Created Web.xml, Struts-config.xml, Validation.xml files to integrate all the components in the Struts framework
• Worked heavily with the Struts tags- used struts as the front controller to the web application.
• Implemented Struts Framework according to MVC design pattern
• Implemented validation framework for creation of validation.xml and used validation-rules.xml
• Worked on bug fixing and enhancements on change requests
• Requirements Review and Analysis, Effort Estimation and Status Reporting and Work Breakdown Structure (MPP)
• Creating web pages using HTML and JSP