SUMMARY

• Overall 8+ years of experience in ServiceNow platform as both Developer and Administrator.
• Expertise in complete end - to-end project implementation and consulting in ServiceNow and best ITIL practices.
• Hands - on experience on various IT Services of ServiceNow tool like Service catalog request, asset management, configuration management, ServiceNow Administration, incident and problem management, knowledge management, reporting, gauges, integration with web services.
• Experience in Implementation, design, development, documentation, deployment, and post- production support following Software Lifecycle using SDLC SCRUM.
• Experienced with the ITIL process in ServiceNow: Incident management, problem management, change management, knowledge management, project management.
• Highly accomplished and focused technical consultant with broad experience in providing solutions over ServiceNow Architecture and familiar with Other ITSM applications.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• In-depth knowledge in design and development of Service Catalog items and expertise on defining workflows/flow designer for Service Catalog items, Record Producers and Order Guides in ServiceNow.
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Design, development, distribution of custom client-server, WEB services and SOAP solutions.
• Experience in developing Client scripts, Business Rules, Date Dictionary, UI actions, UI Policies, Web Service Import sets, Transform Maps& developing scripted Webservices.
• Gathering requirements and converting BRD's into technical requirements. Created design patterns & Implementation plans for ServiceNow enhancements.
• Experience in coordinating and collaborating with the client’s IT enabled Business Service leaders to provide a holistic approach to reduce over cost of maintenance.
• Experience in designing, development and implementation of ServiceNow ITSM platform applications and modules (ex. Incident, problem, change, CMDB, service catalog, GRC, PPS, security vulnerability, Discovery, HR, MID SERVER facilities, performance analytics, various integrations, and various custom applications).
• Developing workflow customizations, and performing quality assurance testing, user acceptance testing and third-party integration for ServiceNow platform.
• Worked on a new designer for displaying a live message when the conversation exceeds some time frame.
• Worked on requirements traceability matrix that developed for align of test cases to requirements.
• Worked on REST API as a third-party application for integration and have strong skills in the ServiceNow suite development, by using SOAP/ REST integration using SOAP/ WSDL.
• Support HR-enabled workforce experience strategies, including AI-enabled HR.
• In HRSD digitalize, organizes, and streamlines a wide array of HR services on a single, uniform web portal.
• Development of code for UI Pages using Jelly, UI actions, script includes, MID server script include client script, UI policies, business rules, glide dialog window, glide dialog form and processor.
• Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced ServiceNow development.
• Knowledge and experience with report delivery methodologies, analytic modeling, and data visualizations for Key performance indicator, scorecards, and process flows.
• Experience in Project Portfolio Management (PPM) Module.
• Experienced and fully engaged in all the stages of Software Development Life Cycle (SDLC) which includes gathering and analyzing business requirements, functional/technical specifications, designing, developing, testing, deploying the applications, and providing production support.
• Search, populate, and customize the knowledge base, Content management System (CMS).
• Knowledge in working with Calgary, Dublin, Eureka, Istanbul, Jakarta versions of ServiceNow.
• Excellent understanding of Data modeling (Dimensional & Relational) on concepts like Star-schema, Snowflake schema using fact and dimension tables and relational databases (Oracle), SQL Server, MS Access and client/server applications.
• Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA’s) and operation level agreement (OLA’S).

TECHNICAL SKILLS

Software Methodologies: SDLC, Waterfall, Agile

Databases: Oracle 10g, SQL Server (2005,08,08R2,12)

Languages: C, C++, Java, JavaScript, Jelly, HTML, AJAX, CSS and XML

ITSM Tools: ServiceNow, ITSM SUTE, HP Server Manager, HP Asset Manager

Application Development Tools: ServiceNow (ITSM tool & ITIL), TOAD 9.7/9.0, SQL

Application Servers: IIS 5.0, Apache, Tomcat, WebLogic

Protocols: HTTP, HTTPS, FTP, FTPS, SFTP, SOAP

Operating Systems: Windows7, Windows 2008/XP, LINUX, Mac OS X

PROFESSIONAL EXPERIENCE

Confidential, Champaign, IL

Sr ServiceNow Developer

Responsibilities:

• Responsible for various workflows for incident management, change management, service requests and SLA's
• Involved in designing, development and implementation of service portals for customizing portal Pages using Jelly script and UI Macros.
• Created service catalog item based on different requirements.
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as configuring users, company, site, location and other existing fields, support groups, assignment rules, categorizations, CI data, SLA etc.
• Involved in developing SOAP web service to integrate SN instance with remedy.
• Involved in configuration, web services, catalog client scripting, SOAP, developing complex workflows.
• Deployed workflows and in customizing the applications in ServiceNow using Java script, Jelly, AJAX, CSS and HTML.
• Configured scheduled data import for importing data files from remote server location.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and projects for multiple, diverse organizations.
• Developed Service Catalog that includes creating Catalog Items using Flow designer, workflows, Catalog Client scripts and giving it an enhanced view using the Service Portal
• Performed data migration to import data from other applications and external databases. Created and maintained foundation data - User accounts, approvers, support groups.
• Expertise on defining workflows in Service catalog items, approvals and performed dynamic/ad hoc tasks in ServiceNow has been part of end user self-service portal management.
• Utilized JavaScript 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.
• Extensive experience in development, testing, and implementation of Telecom, Healthcare, Insurance, and Financial based applications using IBM WebSphere portal.
• Worked on developing JIRA workflows, permission schemes, notification schemes, customized screens schemes, etc. for a large program.
• Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation.
• Configured JIRA/Microsoft TFS Bridges and Slack Integration to Microsoft.
• Created a whole different workflow and ACL for the change management process and elevated roles for the change manager.
• Experience with Integration Hub and extensively used Flow designer to leverage spokes.
• Experience in working with project management application with majorly on project workbench and Agile framework.
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, third-party software integration, implementing new functionality, homepage customization.
• Design and Define ITBM Process flows as per customer requirement aligned to ServiceNow OOB offerings.
• Working on VMware realize Automation (VRA) and realize Orchestrator (VRO).
• Excellent work experience in J2EE concepts like Servlets, JSP, EJB, HTML, JavaScript using services like JDBC, JNDI, RMI.
• Worked on Workflow Editor and/or experience transitioning from workflow editor to flow designer.
• Experienced in configuring, designing, and developing pattern program code and applications to support business processes.
• Designed and implemented business solutions on the ServiceNow ITSM platform.
• Performed integrations and process automation using ServiceNow Orchestration.
• Performed system and integration testing with sample and live data.

Environment: Service catalog, Asset Management, Analytics, Incident Management, Problem Management JavaScript, ITIL, UI actions, Ajax, Glide Record, Html, jQuery, jelly script, glide script, LDAP.

Confidential, Richmond, VA

Sr. ServiceNow Developer

Responsibilities:

• Responsible to look globally ServiceNow issues and give s for incident / problem / change as per the business needs and updates.
• Worked on setting up MID Server between active directory and ServiceNow instance which encrypts all the users data in the organization.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Designed workflows, along with standard workflow templates, which can be reused.
• Implementation of 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.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, and transform maps.
• Developed solutions using Ajax, JavaScript, Web Services REST, SOAP, and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Responsible to coordinate with the escalation management team on Root cause analysis for failed changes.
• Responsible to develop, evaluate and present weekly and monthly change management metrics to executive management. Configuration of foundation data, process data transaction data of remedy ITSM system, CMDB configuration Item updates.
• Good hands-on experience on ITIL, ITSM framework, strong understanding of the ITIL framework and all phases of the service lifecycle.
• Integration of third party and home-grown applications USIT, TPS, ANTWERP to the ITSM system using remedy webservices.
• Worked with email notifications, inbound actions, reports, gauges, and home pages.
• Implemented monitoring infrastructure that included Nagios Core, Distributed Nagios executor (DNX) for scalability.
• Build a process and ownership of APM/TPM in ServiceNow.
• Responsible to provide and present the monthly Change Cost Analysis report of the customers to the accounts management team.
• Administration of development, QA production servers. Custom workflow migration using migrator tool, data loads using data import tool, data wizard tool, and data management tool.
• Designed email templates by using html and jelly script and used them in notifications.
• Experienced in active directory, Windows server, PowerShell, exchange email and Unix systems.
• Responsible to track and analyze unsuccessful changes to bring about process improvement with the help of frame work remedy.
• Interacted with stakeholders, users and customers for gathering requirements to arrive at design solution.
• Provided analysis, design and development of ServiceNow ticketing and incident management systems to support the company's technical operations.
• Enhanced the existing LDAP integration and modified business rules.
• Imported active directory to Service now using data sources and orchestration. Created data sources for various external applications. Used Import sets and transform maps to import data into Service Now.
• Invoked webservices like Rest and SOAP using scripts to facilitate the integrations for the third-party applications.
• Worked on delivering the consulting services to install, configure and integrate software products from ServiceNow with a focus on ITBM module (Agile development, project portfolio management, release management, demand management, financial management, resource management, Agile development, and test management).
• Experienced in business process flows, business process modeling, case tools, business analysis, gap analysis and organizational change management.
• Adhere to established testing, change management and communication guidelines.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, ESS Portal, CSS, CMDB. Service catalog.

Confidential, Columbus, OH

ServiceNow Developer

Responsibilities:

• Created data sources for various external applications. Used import sets and transform maps to import data into ServiceNow.
• Created various front-end forms, and associated client scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Responsible technical documentation for configuration, customization, integration with external services, administration Service Now processes.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements.
• Worked on various modules of Service Now like Incident Management, Change Management, and Problem Management, Service Catalog, User Administration, Reporting and Discovery.
• Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for new employee hire onboarding request.
• Designed workflows, along with standard workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Utilized Java Script 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.
• Modified SAML properties to change the logout redirect URL for correct Logout screen after logging out from service now.
• Strong knowledge of the server-side scripting business rules and script includes.
• Used HTML5, CSS3, AJAX, JQUERY, JSON and Bootstrap to develop view pages.
• Experienced with web service integrations like SOAP, REST API.
• Involved in PPM enhancements and integrated with various modules.
• Wrote classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Implemented the specialized modules of ServiceNow like HR case management, Time Card scheduling and test management as a developer.
• Develops ServiceNow software solutions using JavaScript, Jelly, one or more Web services, MySQL, XML, HTML and CSS.
• Developed various Email templates as per the User requirements and worked on the Email notifications.
• During development, worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
• Created and managed cloud VMs with AWS EC2 command line clients and AWS management console.
• Worked on LDAP directories like Active Directory, edirectory and OpenLDAP.
• Documented the Business Requirements Document (BRD) and the Functional Specification Document (FSD).
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.

Environment: Fuji, Glide Script, Java script, Jelly Script, Workflows, Incident, Problem, Change, CMDB, SOAP, HTML, CSS, AJAX

Confidential, Boston, MA

ServiceNow Administrator

Responsibilities:

• Identified ServiceNow HR functionalities that can be used to help client organizations.
• Experience in creating projects, enhancements, changes and defects using demand management.
• Performed daily administration of the ServiceNow system, including making approved changes to processes and workflows.
• Worked on ServiceNow IRM and implementation of ServiceNow for IRM.
• Experience in developing hybrid cloud management solutions like service catalog, cloud cast dashboards and cloud blueprint designers.
• Regularly worked on change tasks, to make sure that all the configuration items were getting updated/ created when any changes made to the environment, or any new services added to the environment.
• Worked on MID server configurations and communications.
• Experience in developing custom software solutions as required through scripting and software development and preparing technical documentation as specified in customer contracts and as internally required.
• Experience in identifying, refining, organizing, documenting, and implementing CMDB-related business processes for the Department of State.
• Experience on designing, developing, testing, and documenting ServiceNow flows, forms, reports, configurations and adaptations to accomplish goals of user request.
• Having experience in using ACL’s for controlling the security mechanism in Service Now.
• Worked on developing applications in ServiceNow store for solving the business problems faster.
• Lead the design, development, and maintenance of the ServiceNow HRSD platform to ensure that users are being supported in meeting their business needs.
• Created server-side scripts and client-side scripts, script includes scripted Web Services.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in ServiceNow.
• Worked as a pre and post installation consultant to define and implement industry (ITIL) best practice for the ServiceNow ITSM Platform.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Worked on development of Service catalog - catalog items, record producers, requirement fulfillment processes, designing workflows.
• Working experience with relational databases like Oracle, MS SQL Server, MySQL.
• Experienced in designing and maintenance of a global configuration management database (CMDB) in ServiceNow.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Organized and facilitated project planning, daily stand-ups, reviews, retrospectives, sprint/release planning, demos and other Scrum-related meetings.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, ESS Portal, CSS, CMDB. Service catalog: