SUMMARY

• Overall 9 Years of experience Into in ServiceNow platform Implementation, Support, Development Administration, ITSM Development, ITSM Project Delivery, ITSM consultation
• HR Service Delivery, CSM Implementation, Software and Hardware Asset Management, CMDB Administration, Software Reclamations, Workflows and Integrations using Flow Designer, Out Of The Box Implementations, Integrations using connectors and Integration Hub.

TECHNICAL SKILLS

• Dell Boomi
• SIG Services
• HP Openview Operations
• HP Openview
• Service Desk
• HP Service Manager 7
• FSM
• Sales force
• SharePoint
• Google Captcha
• Microsoft Azure.

PROFESSIONAL EXPERIENCE

Confidential, Columbus, OH

Sr ServiceNow Developer

Responsibilities:

• Build integration Workflows using Flow Designer and Integration Hub. Develop custom flows for HR Case Management to transfer HR Cases by fetching the data from Center of Excellence. Built Automated access management flow to onboard and offboard new users.Built automated access management flow to integrate with OKTA for app’s access management.Implemented ServiceNow connector to Integrate with HR Workday to import HR data. Responsible for coordinating with the Infrastructure team to deliver customer oriented ServiceNow applications and interfaces using JavaScript and HTML/CSS from concept drafting to qualified documentation.
• Build ServiceNow to other systems integrations to deliver automated solutions.
• Develop SLAs, OLAs, notifications and reports for applications on ServiceNow.
• Develop and deploy automated solutions with ServiceNow Orchestration.
• Responsible to develop system integration solutions using web services like SOAP/REST, XML, HTML, AJAX, CSS, and HTTP.
• Workflow driven Automation/Integration with other applications for Request fulfillment activities to improve speed of delivery and reduce human intervention.
• Involve in continuous enterprise platform related process improvement while working with other teams including Incident Management, Problem Management, and Change Management processes.
• Collaborate with asset management teams to maintain integrity of CMDB.
• Provide key technical insight in the designing and supporting ServiceNow applications while aligning to Service Management best practices.
• Immense knowledge about the concepts like LDAP, MID Servers, Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.
• Familiar with the concepts of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Created specific modules for Predix Service Offering (SaaS, PaS, laaS) and Related Cl’s in ServiceNow.
• Provided ServiceNow support to Customer Support team (Tasks related to Service Offering /Configuration Management Process/ CMDB).
• Created and maintained Data Dictionary related to Configuration Management and CMDB.
• Imported Security Server CIs into ServiceNow CMDB.
• Involved in the ServiceNow instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Designed and built solutions to maintain Business Applications to Servers relationships as per CSDM framework
• Experience in working with Database views to build complex view to help build reports.
• Worked as developer for CSDM implementation project. Table mergers, field mergers, relationships transitions.
• Experience in working with CMDB Query Builder to create reports.
• Developed various IRE (Identification and Reconciliation Engine) rules like Identification Rules, Dependency Rules etc.
• Designed and implemented a centralized location to maintain Managed classes in the ServiceNow
• Configured multiple Catalog Items Front - end web / GUI components using JavaScript, CSS, HTML5, worked on UI Macros to create pages as templates on requirement from the stake holders.
• Scheduling the reports as per the client requirement in ServiceNow.
• Created database views to pull the reports on variables that are used by catalog items.
• Created the UI pages to use them in catalog items implemented using UI scripts and worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Managed Discovery schedules and Events as part of CMDB for daily data imports and CMDB health
• Development and Ongoing Support for projects on Service Request and Integrations
• Lead developer for setup of service portal for various departments, moving away from CMS portal.
• Experience working in Service Catalog, Service Portal and CMS Portal and various ServiceNow customizations as per client's requirement. per client's requirement.

Confidential, Minneapolis, MN

ServiceNow Developer

Responsibilities:

• Worked with the project team, stakeholders, vendors and management to identify business requirements for assigned projects, feasibility studies, and preliminary assessments.
• Followed an established methodology for analyzing requirements, current system capabilities, and new design needs.
• Responsible for the collection, analysis, review, documentation and communication of business needs and requirements to IT.
• Established liaison relationship with business partners to provide technical solutions to meet user needs.
• Assess client needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying business priorities. Support the planning and facilitate the requirement review sessions to ensure alignment across all business units.
• Translate business requirements into high level functional specifications for IT systems developers or outside vendors.
• Partner with systems analysts on the configuration design, estimate, build and test. Provide support to systems analysts to prepare and maintain system design documents for use with technical and business teams.
• Work with Quality Assurance Team and end-users to develop test cases and acceptance criteria and assist in validating test results using HP ALM and Start Now.
• Escalated problems related to Web Service call response for Dell Boomi with Confidential teams to get the services restored on time.
• Developed and built applications for compliance team integrating with internal SIG services to get the required policy data via SOAP Integration.
• Responsible to update mapping of policy information accordingly when new columns of data are added to SIG Services.
• Responsible to maintain integrity and balance with existing manually entered data, which is used for reporting and tracking fraud policies based on complaints.
• Built custom HR module and allowed access to all the users using record producer.
• Gathered SOAP WSDL, SOAP endpoint, credentials to get the integration triggered and validate the response based on input values.
• Built SOAP integration to get HR data from Employee Central via Dell Boomi for HR module.
• Built Business rules, client scripts and UI pages to complete the SOAP call completed and populate data accordingly.
• Built workflows for HR Module including generating tasks for different teams and approvals at various levels for every request created.
• Built appropriate email notifications over the workflow and through notifications module to deliver custom emails to requester, and other users based on the functional requirement.
• Involved in platform upgrade project to modify, validate and test all applications functionality and emails to meet the requirement.
• Involved in upgrading client scripts to support service portal functionality.
• Built application for Fast Track Approval to get approvals completed for new infrastructure requests.

Confidential, Dallas, TX

ServiceNow Developer

Responsibilities:

• Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
• Managing Client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and Transform Maps and also auto import of data into Service Now using Scheduled jobs.
• Defining Service Level Agreements (SLAs) and appropriate Notifications for respective Task Record.
• Individually implemented Discovery Application for populating CMDB.
• Worked with Compute, Network and Storage teams in order to validate data collected by discovery.
• Created transform maps for importing CMDB data.
• Fix the issues in scripts while being a Tier 1 Support for End Customers.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Also worked on Asset Management to Import data as required.
• Maintained existing applications that were built based on Legacy Systems.
• Developed code to meet system standards.
• Subject Matter Expert on Incident Management, Change Management Process and Knowledge article.
• Worked on JavaScript to create front-end components like Forms, Views and workflows.
• Implement and optimize Configuration Management Database (CMDB) in Service now.
• Involved in redesigning the workflows using ServiceNow workflow editor, extensively worked on CMDB, Configuration Items (CIs), CI relations and Mid Server.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Worked on different scripts including JavaScript, Jelly and Ajax for Client Side and Server-Side Scripting.
• Migration of customizations from one instance to another instance using Update Sets.

Confidential

Technical Consultant/Junior Software Developer

Responsibilities:

• Remedy Administrator on all custom modifications i.e. adding functions, buttons, linked tables and work-flow for email and paging interfaces as well as development of all web surveys and interfaces to allow customers to submit their own tickets. Performed all BMC Remedy Administrative tasks i.e. Remedy Account Creation, Client creation and maintenance as well as troubleshooting all System Performance and integrity issues.
• Administrate all reporting servers, processes, automation, and accounts as well the automation software, Crystal Reports, Business Objects, Automate SQL statement, report run-times and report e-mail distributions for all client.
• Overall responsibility for the resolution of all changes within specified delivery.
• Manage all issues in accordance with the Change Management process.
• Ensure the quality and accuracy of change information.
• Responsibility for ensuring that all Changes are appropriately documented, approved & accurate.
• Responsibility for ensuring that all Changes are accurately implemented on Time.
• Produce weekly Change Management Statistics.
• Drive proactive quality improvement and Perform Trend Analysis.
• Ensure High Quality, Timeliness & Accuracy of all Reports.
• Produce daily, weekly and monthly reports as agreed with customers.