SUMMARY

• Around 9 + years of experience as ServiceNow suite Developer and Administrator.
• Experience of End - to-End Implementations in ServiceNow platform
• Inclusion with Implementation, customization, Managing the forms for various ITIL process
• Experience in integrating LDAP Server with ServiceNow to get the organizational Users, Groups, Roles
• Maintaining service level agreement (SLA) and monitoring an SLA workflow.
• Expertise in Incident management, Problem management, Change management, Service Catalogs, Release, Reports, Gauges, Asset Management, Configuration Knowledge Management.
• Experienced in ITIL, ITSM, Incident, Management, Change Management, Asset Management, Release Management, Service Catalog, HR Case Management, CMDB, Security, and ITBM.
• Extensive experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, managing work schedules, project status reporting, and project coordination and conflict resolution.
• Hands-on experience in ServiceNow Discovery, CMDB, Orchestration, Event Management and modules like ITAM, ITOM, GRC, CSDM, PPM
• Worked on ServiceNow environments starting from Eureka, Fuji, Geneva, Helsinki, Jakarta, Kingston.
• Worked on ServiceNow domain separation to separate data, processes and administrative tasks into logically defined domains.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow & SSO (Single sign-on).
• Experience on implementing end-to-end Service Catalog, Incident Management, HR Application, Asset Management, Change Management, Service Portal etc.
• Handled all levels of system administration including gathering requirements, project planning, budgeting, code implementation, development testing, change management and training for the ITSM
• Designed Workflows, creating approvals and Execution plans for the catalog items. created UI pages for a better visual appearance in catalog items.
• Imported data from various Data Sources using Import Sets and Transform Maps. Expertise in debugging and optimizing the performance of Catalog Client Scripts, UI scripts and UI Policies.
• Expertise in troubleshooting deployed ServiceNow instance and optimization to improve performance.
• Writing Technical Design Document and converting Functional Specs to Technical Specs
• Worked on ServiceNowintegration solutions including:ServiceNowAPI’s, SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS
• Worked on Demand MNMT (CEPA)/ Virtual agent for Portal creation using different apps integrating with Service Now Platform, Customer Service Management (CSM)&Service Portal.
• Worked on integrating LDAP Server with ServiceNow to get the organizational Users, Groups, and Roles.
• Worked on migrating the changes across various environments in Service Now using Update-Sets, loading the data into Service Now using import sets. Experience in designing and implementation of workflows using Service Now workflow editor. Experience using DISCOVERY to load configuration information to CMDB. Developed both OOB and custom solutions in ServiceNow platform.
• Worked on implementation of ITBM Modules like Project Portfolio management and Demand Management, Hands-on experience on Governance, Risk and Compliance application (GRC)
• Integrations: Integrated JIRA with Service NOW. Integrated Power BI with Service NOW reports.
• Worked on ServiceNow to SCCM Integration, IBM Netcool using SOAP Services
• Experienced in discovering Solaris Clusters, Linux, Nutanix systems and various types of SNMP devices, Good knowledge of Discovery Probes and Sensors and patterns.

TECHNICAL SKILLS

AWS Services: EC EC2, ELB, VPC, RDS, AMI, IAM, Cloud Formation, S3, Cloud Watch, Cloud Trial,SNS, SQS, EBS, Route 53

Operating System: Red Hat, Ubuntu, Linux & Windows, CentOS, Debian, Unix, Fedora

ITSM Tools: ITSM Tool ServiceNow, ITSM Suite, and BMC Remedy

Cloud Environments: AWS, Cloud Platform, IaaS, PaaS, SaaS

Containerization: Docker, Docker swarm

Bug Tracking: JIRA, Bugzilla, HP Quality Center, Remedy, IBM Clear Quest

ServiceNow Modules: Incident Management, Change Management, Problem Management, Asset Management, Service Catalog, Service Level Management, CMDB, On-call scheduling, Data Loading, Knowledgebase, and UI Macro, GRC

Databases: Oracle, MySQL, MongoDB, SQL Server, MS SQL, NoSQL, Cassandra DB

Infrastructure Tools: Terraform, CloudFormation

Application Tool: Service Now Netbeans6.9.1, SQL, Service-Now (ITSM Tool), Manage Engine (ITSM Tool)., TOAD, SQL Developer, Remedy, SAP, GitHub, Sterling B2b Integrator

Build Tools: ANT, MAVEN, Hudson, Jenkins, XL release and XL deploy

Version Control Tools: Subversion (SVN), GIT, GIT Hub, SVN, Perforce, GitLab

Internet Programming: HTML4-5, HTTP, XML, CSS/3, AJAX, JSON, jQuery, jelly, Glide Scripting, Web Services (SOAP/REST), shell script, Python script

Web Servers: Apache, Tomcat, Web Sphere, JBoss, WebLogic, TFS, Nginx, Azure, IIS

Languages/Scripts: HTML, Shell, Bash, PHP, Python, Chef, PHP, Ruby, Perl, PowerShell

SDLC: Agile, Scrum, Waterfall

ERP: SAP (Success factors)

PROFESSIONAL EXPERIENCE

Confidential, Dallas, TX

Senior ServiceNow Consultant

Responsibilities:

• Participated in the complete software development life cycle of the application from requirement analysis to testing and followed Agile Methodology in analyzing, defining, and documenting the application, which will support functional and business requirements. Coordinate these efforts with Functional Architects.
• ServiceNow application development, including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Experience in working with UI Actions, UI Policies, UI Macros and Data Policies inServiceNow.
• Worked on priority 1 incidents related to Service Catalog/Request Management.
• Provided analysis, design and development of ServiceNow ticketing and incident management systems to support the company’s technical operations and performance analytics.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Responsible to co-ordinate with stakeholders in designing, testing and post-production to ensure that our team meet their requirements.
• Implement SLA-Service Level Agreement and the required workflow with email notifications.
• Configured Scheduled Data Import for importing data files from remote server location.
• Co-ordinating with offshore development team in implementation of service catalogs.
• Involved in LDAP integration withServiceNow for obtaining users and groups.
• Created Update Sets to migrate customizations from one instance to another instance.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, creating a service ticket, schedule a call from the service desk and schedule a time for solving the issues.
• Implemented Human ResourceServicePortalto stakeholder requirements.
• Created several widgets and pages forserviceportaldevelopment.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Maintained the integrity of theServiceNow tool across production and non-production environments. Involved in production support for all theServiceNow related issues.
• Expertise in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the currentServiceNow.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs. Designed and implemented new functionalities.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• As per the best practices of ServiceNow, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs etc.
• Involve in design, development, administration and deployment of Service-Now on AWS cloud

Environment: ServiceNow, Asset Management, Incident Management, ITIL, Service Portal Development, HTML5, JavaScript, Web Services, CSS, CMDB, AngularJS, ReactJS, Jelly script, Integration, XML, Email Notifications.

Confidential, Houston, TX

Service Now Integration Maintenance Developer

Responsibilities:

• Developed UI Appearance for Service Catalog Requests
• Involved in Development, Implementation of CMS (Content Management System) Web Site.
• Manages data wif Tables, the CMDB, Import Sets, and Update Sets.
• Did cloning activities like raising request for cloning excluding tables to not come under cloning.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Implemented LDAP integration to load users from Microsoft Active Directory into Service Now.
• Extensively used Glide Ajax in Client Scripts to call Server-Side Script Includes.
• Implemented the Human Resources Service Management in ServiceNow.
• Customized the Project Portfolio Management (PPM).
• Configured PPM suite and worked on the Customization of the project management.
• Worked on skill management for selecting and loading users or groups according to their technical and non-technical background skills for assigning project tasks. Implemented a new application called 'Sales Order'.
• Integrated 'Sales Order' application with CRM. Data received from CRM will be loaded into 'Sales Order', which will be used later for creating projects.
• Imported MS Projects into Service Now’s project table
• Worked on CMS Site by creating both static and dynamic content blocks, pages, navigation menus and themes using CSS, HTML and Jelly.
• Loaded Configuration Items, relationships from excel files into service now using import sets transform maps.
• Created suggested relationships for configuration items in CMDB
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents, Build reports, gauges, and home pages.
• Set up Discovery Module to load Configuration Items and Relationships into Service Now.

Environment: ServiceNow - Incident Management, ITOM, JavaScript, Web Services, CSS, CMDB, AngularJS, Integration, XML, Scripted Rest API.

Confidential, Atlanta, GA.

ServiceNow Developer/ Admin

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various ServiceNow modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Coordinating the instance upgrade activities. Used Web applications CSS, JavaScript, and jQuery.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation
• Designing service portal in Helsinki using HTML, JavaScript, and AngularJS.
• Worked on CMDB from the scratch. Worked on domain separation.
• Worked on customization and configuration ofServiceWatch, Dashboards.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Involve in design, development, administration, and deployment of Service-Now.
• Ability to handle incidents within SLA terms.
• Expertise on using DISCOVERY (Service watch) to load configuration information to CMDB.
• 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 user’s table.
• Creating database views to pull the reports on variables which 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.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Integrating Service catalog module using Web Services and fixing the issues which come up while the tolls are getting interacted.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes to invoke them in reference qualifiers or variable scripting.

Environment: SQL databases, Hibernate, JPA, Agile, Spring MVC, Spring Boot, Spring, JSP, HTML, CSS, JavaScript, DAO, Core Java, Swagger UI, XML, SOAP, RAD, SVN, React.js, jQuery, CSS, HTML, SQL, Spring DAO, Spring Boot, Cassandra, Ant, Git, Jenkins, JSP, Struts, IntelliJ, Test Driven Development, Junit.

Confidential, Dallas, TX.

ServiceNow Administrator/ Developer

Responsibilities:

• Involved in developing both content management and Service portal as per our customer needs.
• Also worked on uploading data to tables using various data sources
• Worked on Service catalog work flows for dynamic approval and routing.
• Experience working with different versions like Istanbul, London and New York releases.
• Working with key process applications like Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Base, Service Portal, Reports, Dashboards, CMDB.
• Developed and enhanced existing and new service catalog Items and build a logic as per the customer need on the form using JavaScript, Web services, CSS, HTML5.
• Expertise in Design and development of CMDB (Configuration Management) in ServiceNow.
• Interacting directly with Customers and gathering the requirements.
• Experience in Incident Management on SLA Compliance. Major Activities like tracking life cycle of an incident, involved in simplifying the Parent/Child process.
• Worked on Problem RCA (Root Cause Analysis) customization within the Problem module for QA
• Worked on Demand Management, Capacity and Resource Management.
• Worked on a demand to assess the feasibility, effort, and cost of the demand and create a business case for approval of the demand.
• Created demand tasks, such as an initial feasibility review, cost estimate, and effort estimate, to delegate activities to specialized resources or groups.
• Created resource plans that specify group or user resources required by tasks. Verified resource availability and made changes to their resource plans prior to requesting resources.
• Worked on availability, existing allocations, and utilization for the requested resources and made allocations based on resource availability.
• Performed what-if analysis by changing resource plan dates, resources, requested hours and proposed allocations to analyze impact on resource utilization and availability.
• JSON scripting coding ITOM solutions, namely Event, Discovery, Service Mapping Orchestration
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Integrating Service catalog module using Web Services and fixing the issues which come up while the tolls are getting interacted.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.

Environment: Core Java, J2EE, Servlets, JSP, Spring, Hibernate, DAO, DTO, XML, JavaScript, Backbone, jQuery, EJB, JSON, Visual Studio, WebLogic, Oracle11g, git, Junit, Mock framework, subversion svn

Confidential, Frisco, TX.

ServiceNow Admin/Developer

Responsibilities:

• Assist Digital Sales teams in the qualification of customer needs through discovery
• Participate across the sales lifecycle on acquiring new customers
• Scope and deliver Proof of Concept/Proof of Value engagements with prospects
• Respond to Request for Information/Proposal documents
• Stay current on product developments/releases to a level required for demo and POC/POV
• Worked on Integration from Google CCAI to ServiceNow.
• Bidirectional integration via scripted API’s from ServiceNow to other tools.
• Integration Via flow designer and scripted API’s to use the low code no code functionality.
• Platform upgrades and code migration via update sets
• Configuring and administering the ServiceNow platform user interface, screen elements, workflows, mobile interfaces, plugins, and branding.

Environment: J2EE, HTML, JavaScript, JSP, JSON, CSS, Servlets, XML, XSD, XSLT, Spring, Spring Batch, Hibernate, Spring Boot, Micro services, JSON, Node JS, LDAP, Web Methods, TDD, JMS, JNDI, Web Services, Log4j, JSF, JUnit, Unix, AngularJS, Oracle, Git, ANT, RAD 8.5, WebSphere Application Server 8.5. AWS