SUMMARY

• 8+ years of professional and technical experience on a ServiceNow Architect and Lead with development, configuration, upgrades, orchestration, implementation and integration in ServiceNow and have experience in building solution on ServiceNow platform with extensive experience on technical implementation of various ServiceNow Modules.
• 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.
• Hands on Experience in ITAM asset management modules and how the information flow between ITAM and SAM in the Service Now.
• Experience within the ITSM environment ServiceNow - Web Service Integration with third party applications.
• Worked with analyst to analyze functional requirements within ServiceNow for Customer Service Management (CSM).
• Implemented Incident Management, Problem Management, Change Management, Event Management, and SCCM integration service, ITOM, ITSM, CMDB, PPM, and Service Catalog in ServiceNow.
• Expertise in ServiceNow ITSM, GRC, deployment, installation, and maintenance of software as well as data migration and data management.
• Hands-On development, Design details, Integrations (REST/SOAP), Service now platform in-depth knowledge, Scoped Applications creations/managements, Modules like ITSM, ITOM, ITBM, SecOps, HR.
• Involved in scratch implementations of service catalogs, Incident, problem, change, service portals, CMDB, and other custom modules.
• Extensive experience on technical implementation of various ServiceNow modules such as Incident, Problem, Change, Asset Management, CMDB (Configuration Management Database), knowledge, Request, Service Catalog, Custom Applications and Integrations.
• Extensive experience on different phases of the Software Development Life Cycle (SDLC) such as Planning, Analysis/Design, Development, Testing and Implementation. Proficient in Risk Management & Mapping.
• Experienced in installation and managing APM tools (CA APM Introscope, Dynatrace) to monitor the enterprise applications.
• Hands on experience in Email Integration, LDAP Integration, External Web Services Integration (both SOAP based and REST based) in ServiceNow.
• Experience developing applications using Java, J2EE, XML, AJAX, and web-based development tools.
• Excellent reporting knowledge on reporting & configuring Performance Analytics.
• Worked as Sr. ServiceNow consultant on projects for development and implementation of process for the software ServiceNow.
• Experience within the ITSM environment ServiceNow - Web Service Integration with third party applications.

TECHNICAL SKILLS

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

Web Technologies: PHP, XML, HTML, Java Java Script, Excel VBA 7.1

Operating System: UNIX V7, Linux Mint 21.1, and Windows 11

Databases: MSSQL 2022, Oracle 21c, MySQL 8.0

Web/Application Servers: IBM Web Sphere 9.0, Web Logic 14c, Apache Tomcat 10.1

IDE: Eclipse 4.26, Net Beans 17, TOAD

Packages: MSOffice (Word, Access, Excel Outlook, and PowerPoint).

ITIL: ServiceNow, Service Mapping, Discovery, CMS, ITSM, ITIL

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Tools: & Packages: Rational Rose 7.0, Apache Ant 1.9.16 Maven 3.9.0, Log4j 2.20.0, TOAD, MS Office, Dreamweaver 21.0

PROFESSIONAL EXPERIENCE

ServiceNow Architect

Confidential, San Francisco, CA

Responsibilities:

• Leading ServiceNow platform solutions including ITSM, GRC, SecOps, and Asset Management spaces.
• Worked on a wide base of modules within ServiceNow, including from the ITOM and ITBM suites.
• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Design, develop and implement the service portal within the ServiceNow HRSD module.
• Build process roadmaps for ITAM, and CMDB processes.
• Used Software asset management (SAM) to systematically track, evaluate, and manages software licenses and software usage.
• Provide health checks on Service Now for ITAM and CMDB processes.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Advanced implementation and consultation on all F5 Networks ADC BIGIP platform network modules (incl. LTM, GTM, AFM, ASM, APM).
• Developed solutions in the service-now platform that are suitable and ITIL compliant, identify and define business solutions for ITIL users.
• Knowledge in configuration of CMDB (Configuration Management), Asset management and use of Discovery and MID - Server installation in ServiceNow.
• Maintain service level agreement (SLA) and monitor an SLA workflow.
• Manage MCP transition into new enterprises IRM tool.
• Oversee the performance and execution of multiple HRSD processes within ServiceNow.
• Worked on various Security Operations (SecOps) modules like Security Incident Response, security operations integrations.
• Created & maintained requirements backlog through User Stories in ServiceNow SDLC module.
• Excellent reporting knowledge on reporting & configuring Performance Analytics.
• Extensively worked with SecOps teams to enable Single Sign-On on various CICD tools including Jenkins, GitHub and SonarQube.
• Work with business users to identify and refine business requirements and workflows.
• Worked on SAM during the audit process - successfully passed audit despite beginning the process as non-compliant.
• Worked on Service Mapping and integrated with ServiceNow Discovery for Discovering enterprise infrastructure and services.
• Provide strategy and technical insight in designing and supporting ServiceNow based on best practices in ITSM/ITAM.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Provide integration guidance on ITAM and CMDB projects for system integration.
• Created the enterprise vulnerability assessments including scanning and remediation planning.
• Executed multiple implementation projects on ServiceNow Non-ITSM modules (CSM, SecOps, GRC).
• Expertise in doing CMDB bulk data loading using transform maps and transform scripts.
• Develop Enterprise Mobile and web application development using AngularJS/Twitter Bootstrap and manual testing of web/mobile applications.
• Developed Cyber Security GRC Standards on NIST Framework, HITRUST, HIPPA, GDPR and CCPA, and NISPOM regulations and insured their proper implementation to reduce the risk of vulnerability to IT assets.
• HRSD - Worked on HR Onboarding/Offboarding by customizing the lifecycle events for a new hire.

ServiceNow consultant

Confidential, Bloomington, MN

Responsibilities:

• Activated the Plugin to implement Service portals and modified the existing widgets and created new widgets and pages to design the Service portals According to the Client Requirements.
• Expert in Mid Server Installation and Maintenance.
• Experience in monitoring the migration of BMC Remedy with ServiceNow and developing ITSM/ITIL processes, roles, business procedures to support (ITSM) best practices.
• Implemented SecOps and GRC modules namely Risk, Audit, Compliance, and Vendor management and optimize operation orchestration Implement IT Business Management namely Demand, Resource, Project, and Portfolio management.
• Implemented Software Asset Management (SAM) Extensions plug-in automatically on all new instances of ServiceNow.
• Worked on Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts.
• Also worked on demands in the PPM module.
• Successfully rolled out Human Resources Service Delivery (HRSD) for HR service centers located around the world.
• Configured advanced functions of Office 365 including security, governance, and compliance (e.g., DLP, IRM, MDM, E-Discovery, In-Place Hold, Retention Tags, and Encryption).
• Developed ServiceNow portal UI pages using AngularJS, HTML5, CSS and JavaScript.
• Integrated Service Now with EYESHARE tool for automatic change creation using the Scripted REST API.
• Responsible for Service-Now Administration, Discovery, CMDB design, process design, LDAPS integration, data imports, tool customization, troubleshooting, business rules, update sets, script analysis and RCA.
• Create User Criteria, HR criteria for knowledge base access in HRSD. Worked on HR Templates, HR services in HRSD scoped Application.
• Analyze JVM Heap utilization, system resource utilization trends, method hot spots identification using Dynatrace APM tool.
• Developed Slack Bots and integrated with ServiceNow, to retrieve the Knowledge articles from ServiceNow, catalog items to submit the request, the status of the request and approvers can approve the request using slack bot, used Integration hub flow designer to develop the custom spokes. Configured SSO using Okta and LDAP.
• Built order guides and workflows between other ATS/HRMS tools to ServiceNow for onboarding and offboarding using Orchestration.
• Implemented ServiceNow ITOM/ITSM applications using ITIL V3 services best practice processes, methods, testing.
• Worked on Business Service mapping and wrote scripts in the sensors in order to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.
• Setup the discovery patterns based on the new CI Types.
• Provide guidance to clients on software asset management process improvements.
• After stress test analyze reports from both Application and APM management end.
• Developed automated service mappings to schedule the load of flat files on daily, weekly, and monthly basis.
• Managing security incidents and integrating with associated CI etc.
• Maintain the integrity of Service Mapping tool across Production and Non-Production environments.

Servicenow consultant

Confidential, Phoenix, AZ

Responsibilities:

• Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, business rules, data policies, and client scripts.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks.
• GRC implementation; automation; experience with GRC RAR, CUP, and SAP CUA (Central User Administration) Integration with SAP GRC.
• Experience with implementing multiple ServiceNow service portals across different domains in a large enterprise.
• Configured and customized new and existing CMS modules, CMDB, ppm, SAM & ITAM.
• Implementation of GRC tools: password self-service, GRC audit reports, GRC dashboards and delegation.
• Assisted in charting out a plan for IRM assessment and remediation. Planned its execution to evergreen phase.
• Setup AWS, azure and GCP environment.
• Performed system administrator activities for ServiceNow ITIL, CMDB, ITBM, PPM, and other project related systems to include managing system updates, user access and other requests regarding the system, coordinating issue resolution and other related administrator activities.
• Worked on integrating ServiceNow with external soap and rest based web services.
• Mapping dependencies between devices and applications using Service Mapping.
• Designing and implementing ITAM solutions.
• Working as a SME (Subject Matter Expert) for Customer Experience manager APM solutions in order to resolve customer related issues.
• Assist with audit preparation and execution. Backup for IRM support of PRC applications.
• Worked on SecOps (Security Operations) and Vulnerability Response Management with Tenable Scanner.
• Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and Reporting and few other custom applications.
• Working with client and functional requirements within the ServiceNow Platform.
• Managing user, groups, roles, and data with Tables, the CMDB, Import Sets, and Update Sets.
• Configured and Implemented GRC Audit Management module (PLMC AUDIT).
• End to End Implementation of ServiceNow Customer Service Management (CSM) application from requirements gathering to post production support.
• Created Dashboards, Score Cards, and Widgets in Performance Analytics. worked on self-service portals to create widgets by using Angular Js.
• Worked on ServiceNow Performance analytics module, involving configuring the incident dashboard.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Create and maintain API and data integration processes between ServiceNow and other services.

ServiceNow Developer

Confidential, Atlanta, GA

Responsibilities:

• Knowledge of web-based development languages; specifically, JavaScript, ajax, html, CSS and PowerShell.
• Development of requirement integration components (SSO, LDAP, SOAP).
• Perform day to day administration of ServiceNow service mapping tool.
• Customize and maintain ITIL modules such as service catalog, knowledge management incident management, HRSD (knowledge and case management), change management, problem management, CMDB in ServiceNow.
• Implementing ITAM processes, policies, and procedures.
• Designing and implementing new functionality using business rules, workflows, client scripts, UI policies, UI scripts, UI actions, UI pages, script includes, JavaScript, Angular, service portal and access control lists.
• Supported Service Catalog - Multi-Catalog Management.
• Implementation of Information Risk Management (IRM) processes using a GRC tool like Grid and Archer.
• Experienced in the analysis, development, and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request.
• Responsible for the execution and delivery of the ServiceNow application across the enterprise. (ITSM, ITOM, platform, ITBM, security and compliance modules).

Servicenow admin

Confidential, Chicago, IL

Responsibilities:

• Work with the enterprise solution and integration architects, and other technical experts in maintaining and configuring hosting environment for client’s it CMDB, DDM and ITAM for reliability, manageability, performance, and security.
• ServiceNow ITBM and project management, ITOM network layout for standard email configuration basic email services and features mail servers maintained by ServiceNow.
• Communicated changes to requirements on user stories during sprint where applicable.
• Configured Data Sources, Import Sets, SLA/ OLA, LDAP and transform maps.
• Managed projects /tasks activities using agile /scrum within ServiceNow.
• Performed migration to google cloud platform (GCP) using Kubernetes.
• Gathered requirements from stakeholders looking to leverage ITSM, ITAM, CMDB & SAM.