SUMMARY

• Over 10 years of experience as an IT Professional, including 8+ years of experience as a ServiceNow Suite developer and Administrator with extensive experience on Technical implementation of various ServiceNow Modules.
• Worked as aServiceNow Architect to Design, Implement, Configure and develop the modules as per the client’s requirements.
• Experience withServiceNowDiscovery tool Service Watch to Discover and import CMDB items.
• Experience in the implementation of existing practices and policies associated with established ITSM processes and
• Performed integration between service watch and service now CMDB.
• Expertise on ServiceNow GRC in managing governance framework, policies, laws and regulations and best practices in one system and then mapped them to controls.
• Successfully managed implementations for employee self - service (ESS) portal, HR casemanagement, Asset and work ordermanagementsolutions.
• Experience in UsingServiceNowPerformanceAnalyticsmodule and created data sources, widgets and gauges.
• Experienced in conductingITSMAssessment on ITIL processes including, Incident Management, Problem Management, Change Management, Release Management, Service Request Fulfillment, and capabilities Service Catalog, Asset Management and Inventory Management.
• Installed and configured collectors, configured credentials and built service watch dashboards in Service watch.
• Worked on the creation of service’s 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.
• Creation of test plan document and creation of test estimation for project.
• Integrated service watch with monitoring solutions.
• Involved in the manual testing of the various applications of different projects and planning and conducting test case review meetings and review test cases.
• 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.
• Responsible for functional, integration, system, regression testing, planning and hosting Defect Triage meeting with development team.
• Implementation of ITIL process including incident, problem, change, knowledge and CMDB for better ITSM on Service-Now.
• Responsible for preparation of Regression Suite for the release.
• Planning and conducting SIT/UAT preparation/status review meetings, Lessons Learned meetings and Risk review meetings with Client, QA and Development Team
• Resolving issues faced by the QA team. If required escalating the issues to Project Manager and if necessary to Client.
• Coordinate with test team and development team for quality standards & ensure adherence of organization quality standards during execution.
• Deliver operational efficiencies and enhance GRC efficacy and control by delivering a system of engagement and real time actionable insights about the enterprises' risk and compliance operations
• Experienced in providingServiceNowArchitect solutions to support the best practice needed to deliver the business requirements.
• Experience in implementing the best practice to apply for Change Management, Problem Management, Configuration Management and Incident Management.
• Experience in the implementation of existing practices and policies associated with established ITSM processes and procedures.
• Web Developer with focus inServiceNowplatform and responsible for ITIL/ITSMSystem Administrator functions.
• Experience in creating Users, roles, groups and updating the user and group table records.
• Experience in Implementing Single Sign On (SSO) using SAML, LDAP, Windows AD.
• Experience in configuring LDAP Server and LDAP Listener for updating the User table record.
• Experience in setting up MID Server and checking for the connectivity.
• Working experience in configuring and working on Discovery Schedules and also worked on latest releases EUREKA, FUJI and GENEVA which is an advanced version.
• Maintained the integration of database and CMDB through the MID Server, Schedule jobs, Import Sets and Transform maps.
• Hands on experience inServiceNow Web App/Platform/SAAS
• Working experience in creating workflows for Service Catalog items inServiceNow.
• Experienced in User Management to add, update and deactivate users in ServiceNow.
• Experience in Server Script (Business Rules/Script Include) and Server/Client API.
• Expertise in writing inbound action scripts in order to integrate fire eye tool with ServiceNow.
• Expertise in using UI Macros, Jelly Script and JQuery for working with Content Management System (CMS) and Self-Service Portal.
• Working experience of various phases of SDLC such as Requirement Analysis and Design.
• Experience in providing assistance to clients with excellent communication skills and problem solving and analysis
• Expertise in various aspects of Waterfall, Scrum and Agile Methodologies.
• Experience in JQuery, JQuery plug-in, AJAX, Dynamic HTML, JSON, angular.js with Bootstrap and node.js.
• Integration of Web Service through SOAP and REST services

TECHNICAL SKILLS

Programming Languages: Angular JS, Jelly Script, JQuery, Java, ASP.net, Perl

Platforms: ServiceNow, HP Service Manager, SDLC

Web Technologies: ASP .NET, HTML, CSS, JavaScript, JQuery, Ajax, XML, PHP, JSON

Databases: Microsoft SQL Server, Oracle, MySQL

Technologies: Agile, Scrum, Design Patterns, ITIL, CSP, MVC, Map Reduce, Android, Machine Learning

Other Tools: Eclipse, QTP, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office, Client Script/Calling server side, code using Glide Ajax in Client Script

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Lead Developer

Responsibilities:

• Implementing Service Catalog, Incident Management, & Change Management with extensive knowledge on Content Management System.
• Responsible for the Initial coordination and management of ServiceNow GRC and Security Operations Modules.
• Supported Security Operations team deployment and roll-out of Security Operations modulesincluding Security Incident Response and Vulnerability Response.
• ImplementedServiceNowITSMapplications using ITIL V3 services best practice processes, methods, testing, and training projects.
• Regularly performedPerformanceAnalyticsto check the number of tickets resolved.
• Managed requirements and reviews on Workflow,PerformanceAnalytics, visual task boards, and reporting, homepages inServiceNow
• Created and reviewed process Behavior Analysis for Change Management.
• Worked on GRC application (Governance,riskandcompliance) and collaborate with the GRC team on the development of the GRC solution.
• Implementing, configuring, on boarding, and administrating GRC plugins.
• Created customized Reports usingPerformanceAnalytics.
• Responsible included making Reports and Dashboards for incidents and tasks based on assignment groups and priority usingPerformanceAnalytics.
• Involved in creating users, groups, roles and load the data toServiceNowusing import sets on daily, weekly or requirement basis.
• Investigatedperformanceissues, worked on troubleshooting tools, and used system logs to find issues.
• Responsible for creating dashboards, indicators and widgets in ServiceNow using Performance Analytics.
• Managed ITIL Processes monitoring overall systemperformanceusing the SystemPerformanceand System Diagnostic dashboards.
• Created functional and technical specifications documents for various Service Now modules
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Created My Dashboard containing my requests, my reports of incidents, and a search bar for searching of Incidents.
• Involved in creating users, groups, roles and loaded the data toServiceNowusing import sets on daily, weekly or requirement basis.

Confidential

ServiceNow ITOM Developer

Responsibilities:

• Worked on End-to-End Discovery Setup in Service Now to identify the elements of enterprise IT infrastructure, making it possible to capture an accurate and up-to-date map of CI relationships.
• Involved in CMDB, SCCM Integration, Discovery, and Integration with other external modules.
• Worked on Email Notification, Reports and Database views.
• Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.
• TestedServiceNowInstance by moving Developing Instance to Testing Instance by usingServiceNowService Watch.
• ConfiguredEventManagement(ITOM) by configuring Connector Instances and Connector Definitions
• CreatedEventtransform Rules,EventMapping Rules, Alert rules andEventAssignment Rules.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script
• Implemented, documented and maintained theServiceNowplatform to meet specific business needs to support ITIL and business processes.
• Builtservice watchdashboards inService watch.
• Involved in working with process owners to develop workflow, implemented the workflows in Service Applications and administer the tools and enhanced requests by Java Scripts.
• Involved in troubleshooting the errors raised while using the Discovery.
• Created custom Probes and Sensor to update a field in CMDB.
• Loaded Assets and Configuration Items and created relationships between CI and Assets.
• Imported Data using Import Sets and Transform Maps.
• Customized various Business Rules, Client Script, Script includes, UI Actions, UI Policies, UI Actions.
• Created Update Sets to migrate customizations from one instance to another instance
• Creating the UI pages to use them in catalog items.
• Worked on Business Rules, Client Scripts, UI Policies, UI Actions, Data Policies and Data Dictionary.
• Data migrations with import set and transform maps.
• Performed Identification and Reconciliation for data in CMDB.
• Customized workflows using GLIDERECORD and Java Scripting
• Worked on setting up Email Notifications for different modules inServiceNow.
• Worked on SNMP devices in a network protected by an ACL for the project.
• Moving Update sets from one environment to another environment inServiceNow.
• Writing Scheduled jobs and Schedule Imports depends on the requirements inServiceNow.
• Configured multiple forms for Asset module using Configuration Management Database
• Worked on SNMP on the MID Server installed on the host specified in the ACL.
• Understood the Service Desk and worked on developing the Employee Self Service Portal (ESS) using Content Management.
• Involved in configuration and implementation with CMDB.
• Worked on system/security requirements analysis and secure system definition.
• Development of variousServiceNowapplications like Incident Management, Problem Management, Configuration management, Discovery and Portfolio, Project Management & CMDB.

Confidential, NEW YORK

ServiceNow Lead Developer

Responsibilities:

• Development and design of Self Service Portal.
• IT Service Management applications development onServiceNowplatform to automate the day-to-day corporate business processes.
• Implemented Service watch created custom pattern and formed CI relationship.
• As per the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.
• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Created all JavaScript logic (validation, animations, transitions, template, date picking etc.)
• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
• Performed mapping usingServiceNowService Watch.
• TestedServiceNowInstance by moving Developing Instance to Testing Instance by usingServiceNowService Watch.
• Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
• Worked on customization and configuration of Service Watch, Dashboards.
• Developed several client side scripting, catalog scripts, UI scripts, server side scripting based on business rules.
• Creating Custom Tables, Fields and Configuring Access Controls over them.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Development/Integration of Web services for B2B communication for Change Management using inbound and outbound actions with script Includes and Sonic for the synchronization between third party and the Service Now Change application by processing XML Tags containing the full information of the record.
• Gathered requirements for SLA and configured inServiceNow.
• Migration from BMC remedy toServiceNow.
• Developed notifications to send communication to other systems. Nebula with a URL or IP address and starts discovering all the relationships that makes up that service.
• Developed a stand-alone functionality called "Copy Change"
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Worked on Macros and formatters.
• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads
• Configuring Integration Web Services with Third Party application by using SOAP Web service.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Deployment checklist and test case document preparation.
• Incorporating the coding standards and best practices in the implementation.
• Deploying the developed code to Stage/QA/Production instances using Update Sets.
• Providing support during the UAT process and postproduction deployment.
• Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs.
• Creating workflows to handle the status flow once the request is received from an external tool.
• Key contributor in Service Integration ITSM Tools team including configuring ITSM tools to engage effectively over the Service Integration Layer, building Web Services for different technologies and providing support for demos to internal stake holders as well as client stake holders.
• Analyzing the workflows so that the existing interfaces and the OOTB functionalities were not disturbed to meet client requirement with successful outcome.
• Full responsibilities of Install DB, ARS, ITSM Suite in Production and Development Servers.
• Assist in client demo activities.
• Have done packaging of all the requirements and deployed the CR's on the QA and Production server.
• Create technical specification documentation after all the work has been done.

Environment: Windows 7, JavaScript, XML, HTML, ServiceNow Fuji, CSS, AJAX, CMDB, BIRT 2.5.1, SQL Server.

Confidential, CHARLOTTE, NC

Sr ServiceNow Developer/Architect

Responsibilities:

• Technical implementation of variousServiceNowmodules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Implemented best practice ofServiceNow Scripting, which enhanced the System performance.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Developed the forms, workflows and sync between Problem, Incident and Change with CMDB.
• Communicated with end users, identifying their difficulties and changing the applications as per their requirements.
• Responsible for providing Subject Matter Expertise related to theITSMprocess adoption and implementation.
• Collaborate with worldwide peers and stakeholders to define the requirements for the process to collectively develop and sustain an activeITSMvision.
• Participating in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release inServiceNow.
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Developed Integration with System Center Configuration Manager (SCCM).
• Involved in customization of forms for variousServiceNow applications.
• Rendered data using Ajax and mustache template.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plug-in.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables that are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Designed and created homepages including basic reporting, gauge configuration and dashboard presentation.
• Involved in performance tuning of theServiceNowand also worked on System Diagnosis.
• Involved in documentation of business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Managed a team of offshore developers and getting them aligned with the process.
• Scheduled cloning and migration of data from instances with ServiceNow.
• Worked on Configuring rules, monitors and management packs in SCOM and involved in testing reports for correct mapping of the objects and data.
• Involved in variousServiceNowcustomizations as per client's requirement and also in migration between variousServiceNowinstances using Update Sets.
• Prepared documentation for requirements, design, installation, unit testing and system integration ofServiceNow.
• Created user manuals for all the users on using Info View and exporting reports to various formats.

Confidential, San Diego, CA

ServiceNow Developer

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
• Discussing the business requirements with clients and documenting them into process requests.
• Used semantic HTML5, well supported CSS3 and JavaScript to create rich, responsive experiences for our client; Websites and applications, optimized for their users.
• A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM), Change Management and Release Management.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items.
• Performed LOAD, manipulate and maintain data betweenServiceNow and other systems.
• Manage and coordinate activities during the overall ticket of lifecycle in incident and problem management.
• Involved in testing ServiceNow form and reports for correct mapping of the objects and data correctness.
• Performed LOAD, manipulate and maintain data betweenServiceNow and other systems.
• Involved in Migration between variousServiceNow instances using Update Sets.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Created many scripts which includes Business rules (server side code) and also modified OOB.

Environment: Windows 7, JavaScript, XML, HTML, ServiceNow Eureka/Dublin, CSS, AJAX, SQL Server.

Confidential, ST. Louis, MO

ServiceNow Developer

Responsibilities:

• Assigned the task of creation and management of a foundation layer that support multiple Service groups, Service families, Business services, Service offerings, Service Components and Service Desk associates with a Service Offering, Service Portal solutions which also provide more personalized Service Catalog based on the user access as well as flexibility to report and issue/incident against a Service Offering.
• Worked with different SACM and SLM user requirements from the process perspective of a Service Management System (SMS), implemented by BMS Enterprise Services and used by the Service Delivery and Support functions, including Strategic Service Providers, in various global locations.
• Designed and developed generic workflow in Service Catalog which now serves as a back-end workflow for more than 100 catalog items.
• Documented Requirements Specifications which details end-user needs and intended uses for Enterprise Service Management (ESM) and the proposed functionality to satisfy the business and regulatory requirements.
• Worked through the Design, build and test phases of different requirements specific to SACM (Service Asset and Configuration Management) and SLM (Service Level Management) processes.
• Implemented around 30 Service Catalog items for Shared services catering different affiliates across the world.
• Worked on enhancements for Incident Management like Critical alarm handling and On Call Scheduling modules.
• Developed features in Vitalize to provide the capabilities to create action plans to address incidents and problems, create knowledge, assign action item tasks to the appropriate groups, associate changes to the tasks, escalate and manage through to resolution in accordance with the ITIL framework.
• Worked on Configuration Management Database that incorporates service assets and configuration items (CI) and CI relationship data to support all of the core processes, process-functional-service reporting based on consolidated data, and the ability to cross-reference all records regardless of source system.
• Developed a Generic workflow for Service Catalog which is used as a framework to get wider service offerings on to the Service Catalog menu using Rapid application development process.

Confidential, CA

UI Developer

Responsibilities:

• Created various front-end forms.
• Involved in creation and modification of various Business rules, Client Scripts, UI policies, UI actions.
• Created update sets to migrate customizations from one instance to another.
• Designed Workflows.
• Worked on CMDB and Asset Management.
• Service Catalog and Request Workflow Design and Configuration.
• Development of scheduled reports for stakeholders.
• Extensively worked on Workflows and web service integrations.
• Created various SLA as per client requirement with the Incident Management applications.
• Worked closely with UI designers to understand the detailed UI prototypes and components.
• Developed Page layouts, Navigations and presented designs and concepts to the clients and the management to review.
• Converted mockups hand-written HTML and CSS with pixel perfect attention.
• Developed the Webpages that included JQUERY, JavaScript and AJAX.
• Developed web presentation layer using JQUERY, HTML and CSS according to internal standards and guidelines.
• Designed the table less web applications using CSS and with the help of tags as per W3Cstandards.
• Construction of UIs using JQuery, Bootstrap and JavaScript.