SUMMARY

• Certified ServiceNow Professional with around 6 years of experience in designing, developing, customizing & administering ITSM, ITOM and ITBM suite of applications on ServiceNow platform.
• Leveraged knowledge and experience to deliver end - to-end methodologies within Service Now, which includes architecting technical implementation of ITAM, CSM and Service Portal organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Script Includes by using Glide Form, Glide System and Glide Record objects used by several other important objects. Facilitating rollout of new applications and modules.
• Server-Side Script’s Business Rule, Script Include, Processors. REST API, Table API’s, SOAP web services. MID server Integrations. Background scripts. Task relationship, many-to-many, one too many. Reports customization, Database views.
• Validation and Gap Analysis for Policy, Process, Procedures for CI lifecycle management with clear interfaces with other ITSM processes
• Reviewed Scheduled data loads from data sources and reports to Identify unauthorized changes.
• Imported data into CMDB using Transform Maps and build relationships manually for CI’s which are not in scope of discovery
• Maintained completeness and accuracy of the Business Application CI record and its attributes
• Ensure incidents are tracked for the Business application using the CI Specific responsibilities are to:
• Assisted in the identification of products and CIs
• Maintained status information on CIs

PROFESSIONAL EXPERIENCE

ServiceNow Technical Lead

Confidential - Minneapolis, MN

Responsibilities:

• Translate requirements into potential solutions based on existing options, develop solutions to meet business needs and collaborates with the project team to build Systems Engineering Solutions and ensure alignment with the overall project design.
• Worked on Multi-Instance ServiceNow Development area to test, debug, deployments to avoid code errors and smooth transition of developments.
• Developed Service Catalog that includes creating items, workflows, flow designers, Catalog Client scripts and giving it an enhanced view using the Service Portal
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service-Now.
• Used Software asset management (SAM) to systematically track, evaluate, and manages software licenses and software usage.
• Modifying the Blackout calendar for Change and make it works for the users based on their time zones.
• Coordinated across internal and external teams and responsible for Design and Architecture leveraging best practices and alignment with current business processes.
• Monitored system performance and provided system statistics and reports to the business.
• Have good exposure in building Governance and Compliance modules.
• Cloned out of the box widgets and embedded them onServicePortalto achieve certain functionalities.
• Writing Business rules, Client scripts, Data Policies, UI policies and UI actions to customize the instance.
• Involved in configuration of email notification and SMS notification to alert the users of Service now.
• Performed Data migration to import data from other applications and external databases.
• Monitored and performedServiceNowadmin activities, which involves group, user administration.
• Worked on automated workflow, created documents, trained personnel, updated processes, and procedures

Sr. ServiceNow Developer 

Confidential - Worcester, MA

Responsibilities:

• Implemented ITSM Modules (Incident, change, problem, service catalog, record producer, order guides, knowledge management from scratch with large customization
• Worked with SCRUM Project Management and Agile Methodologies for Software Development Life Cycle
• Worked on Service Portal to determine customization with combination of system properties and script include.
• Enhanced existing LDAP integration and modified business rules.
• Created and automated Email notifications by using standard HTML templates.
• Worked on Service Catalog, Configuration Management, Reporting, LDAP, MID Server, Inbound/Outbound emails, and Discovery.
• Worked on UI Macros to create pages as templates on requirement from stake holders.
• Configured multiple forms for Asset module using Configuration Management Database
• Promotes best practice implementations of a Configuration Management Database (CMDB)
• Following CSDM model to map the business services and related components.
• Developing service mapping pattern as required
• Managing CI identifiers, reconciliation rules, and Discovery schedules.
• Provide various administrative support in HR such as in recruiting, on boarding, invoicing, expense tracking, company announcements, and tuition reimbursement.
• Experience working in Service Catalogs, Service Portal and ESS Portal.
• Configuring Integration Web Services with Third Party application by using REST and SOAP Web service
• Analyzed on REST API as third-party application for Integration.

ServiceNow Developer

Confidential - Cleveland, OH

Responsibilities:

• Implemented the Change Management in ServiceNow with different workflow conditions. Customized the workflow for different scenarios and configured various email notifications.
• Created multiple scheduled jobs that run periodically to send automated email notifications and close the tickets.
• Created custom roles for users to be able to view changes and work on those changes and be able to provide their input on the Change ticket.
• Created custom Risk assessment that triggers from the CI selected on the Change. Modified workflow for Normal, Emergency, Expedited and Standard changes.
• Helped in modifying the LDAP integration to capture the User ID from the AD and populate the same in ServiceNow.
• Worked on CMDB and Discovery to populate the CI data in the system and established relationships between the CI's.
• Corrected the existing Asset data import transform map and updating the source and target fields to get the imported data results as expected.

ServiceNow Consultant

Confidential - Denver, CO

Responsibilities:

• Worked on enhancing the core modules in ServiceNow like Incident, Change, Request and communicated with users effectively.
• Implemented different modules of ServiceNow as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs. Developing integrations both inbound and outbound SOAP & REST web services.
• Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
• Managed client scripts, UI policies, UI actions and Data policies.
• Moved data in and out of an instance using import sets and transform maps and auto import of data into service now.
• LDAP, Initial Data Loads, Import Sets, automated integrations, and address exceptions.
• Created and Consumed REST Web.
• Utilized Java Scripting, HTML, CSS in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per business needs.

ITSM Developer (ServiceNow/Remedy)

Confidential

Responsibilities:

• Implemented various modules of ServiceNow including Change and Incident Management.
• Utilized best practices in ServiceNow for creating various workflows for Change Management process while keeping the existing workflows intact.
• Created several inbound email actions to create, update and delete existing incidents based on the emails received.
• Worked on Service portal to create customized views for users based on roles and directed users to portal on log in when they have no roles.
• Worked on reporting and generated several reports that get generated automatically and sent over to different groups.
• Created scheduled jobs to execute jobs that transfer the data from one instance to another instance.
• Experience working on Dashboards and adding gauges to the dashboards.
• Help the team in migrating prod data over to dev and maintained the instances.
• Worked on Agile and Scrum methodologies and participated in daily calls to keep the team updated.