SUMMARY

• Around 8 years of total IT experience which includes 7 years of working experience in ServiceNow as Developer and Administrator with strong work ethics for the development of company and self.
• Experience on implementing end - to-end in ITSM Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management, CMDB, Asset Management, ESS portal and Service Portal.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Knowledge Management, HR case management, Resource management, Reporting, Discovery and Integrations, ServiceNow Cloud Management Platform.
• Good knowledge of CMDB and Asset Management Services, Business Services and Configuration Items and Configuration item relationships.
• Experience in PPM module and created different project portfolios in ServiceNow and managing employee’s timesheet and tracking work.
• Extensive experience of integrating Service Now with third party tools and implementation of SOAP and REST API.
• Extensive experience configuring the ServiceNow platform, including scoped applications and the service portal
• Provide general support, administration, and maintenance of the ServiceNow platform, including ITSM, ITFM and other ServiceNow applications
• Monitor and administer ServiceNow Discovery processes in support of software asset management and configuration management.
• Perform user account administration and governance, including group maintenance, user roles and process user license tracking, and monitoring of single sign on providers.
• Experienced in Integrations with Internal and external third-party applications and data sources.
• Proficiency in following SDLC, which includes involving in requirements gathering, analysis, designing Technical Design Document (TDD), Unit Test Plans (UTP) and performing development testing like Unit, Integration, regression, and system testing.
• In Depth knowledge of implementing different modules of ServiceNow such as ITSM, ITOM, ITBM, HR Service Delivery, Customer Service Management.
• Technical Implementation of ITSM modules as Change and Release Management, Problem Management, Incident Management, Request Management, Orchestration, Knowledge management, Configuration management, Reports and Dashboards.
• Experience in Support design, development, and implementation of automated processes for gathering, populating, and maintaining data.
• Experience in enhancing the ServiceNow functionality by customized glide script code to support the new business needs.
• Experience in integrating ServiceNow with SQL server using JDBC, Splunk and Active Directory, JIRA, and Vending Machine.
• Experience in SCRUM team Meetings and providing the required solutions.
• Expertise in creating the automation workflow for the knowledge base articles in ServiceNow.
• Experience in LDAP, SS0, ACTIVE DIRECTORY, integrations SOAP, and REST web services in Service Now.
• Experience in creating the Orchestration activities from the workflow.
• Good Knowledge of ITIL V3 and ITSM best practices. Experience with ServiceNow integration using SSO, LDAP, MS Active Directory, ADFS, and web services integrations.
• Expertise in planning and implementing the releases. Hands on experience in dealing with deployments using update sets.
• Profound knowledge of CMDB and asset management services, business services and configuration item (CI) relationships.

TECHNICAL SKILLS

ITIL: ITIL, SERVICENOW, SCR, ITSM AND LDAP

Programming Languages: Jelly Script, AngularJs, Java, jQuery, ASP.net, and Perl

Platforms: ServiceNow, HP Service Manager, SDLC

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

Databases: Microsoft SQL Server, Oracle, MySQL

Technologies: Agile, Scrum, Design Patterns, CSP, MVC, MapReduce, Android, Machine Learning

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

Reporting Tools: Crystal Reports 9, Remedy Reports

PROFESSIONAL EXPERIENCE

Confidential, Houston, TX

ServiceNow Developer/Admin

Responsibilities:

• Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident and Change.
• Involved in working and developing of ServiceNow plugins and customizations.
• Involved in gathering requirements from the business and worked on architecture to design, develop and implement.
• Working on evaluation, selection, and configuration/developed, and deployed ServiceNow as our ITSM Toolset.
• Hands-on experience in creating and migrating MPP files in Project portfolio management and created portfolio and linked with Release management.
• Bulk Upload of data into tables with Excel and XML.
• Review and understand how the Cloud Provision Works with the Orchestration module of ServiceNow Platform.
• 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.
• Import data from excel to CMDB table using transform maps.
• Working on Service Catalog and developing various order guides and record producers and created several UI policies and catalog client scripts.
• Designed a portal to provide end users ease of access while creating requests made several enhancements to the portal based on the feedback received from users.
• Helping the Content Management (CMS) team in designing the portal and showcasing it into a user-friendly environment.
• Writing custom scripts for automating the process and integrating the service with external applications.
• Configured the network to allow MID Server network connectivity to the ServiceNow instance over TCP port 443.
• Defined the functional needs for our ITSM system, ServiceNow and designed the specific implementation.
• Managed data with Tables, CMDB, Import Sets, and Update Sets.
• Created suggested relationships for configuration items in CMDB.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, became an expert in troubleshooting Discovery tool.
• Interacting with various areas in the system to develop the organization and to enhance the use of various applications.
• Worked in Installing PORT 995 to securely use POP 3 to receive emails from a remote server and a way to download emails on the client’s local computer.
• Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence.
• Created, Developed and implemented HR cases for automated HR processes, such as employee on boarding and off boarding.
• Worked on various modules of Oracle E-Business suite such as Customer Relationship Management (CRM), Project Portfolio Management (PPM), and financial management, Supply Chain Management (SCM) to ensure all business needs are met and extended the value of software investment.
• Defined and configured Discovery schedules and worked on Discovery to check for the connectivity.
• Loading the data into ServiceNow using Transform Maps whenever information is received from external sources.
• Developed scripts for scoped applications using scoped API’S and integrated ServiceNow with Google maps using these applications
• To make the process much simpler, I have created various workflows and associated them to respective tables to ensure smooth working process.
• Implemented the Problem Management, Incident Management, Knowledge Management, GRC, User Administration, Configuration and Asset Management along with Reporting module.
• Worked with team to monitor and validate the risks involved, calculated and maintained risk criteria in Governance, Risk and Compliance (GRC)
• Configured dashboards to display multiple performance analytics, reporting and widgets on a single screen and created stories to share the data with multiple users.
• Tracked and aggregated data over the time to measure tickets resolved per assignment group with performance analytics.
• Distributed reports with current state of incidents data and check the priority of each incident open for various tables.
• Creating and developing roles in development environment which can be assigned to users based on their functionality thus restricting their access to the entire system of ServiceNow and giving them limited access based on the requirement.
• The scripting and integrations that I have done in my project were handy all the time and easily understandable by all the members of the team.

Environment: ServiceNow, CMDB, Discovery, Risk and Compliance, UI, ITSM, ITOM, Orchestration.

Confidential, New York, NY

ServiceNow Developer

Responsibilities:

• Imported data into CMDB using Transform Maps and build relationships manually for CI’s which are not in scope of discovery.
• Populating the CIs (Configuration Items) and configuring the CI relations in CMDB.
• Worked with windows team, network team and asset team to check for the data collected through discovery are accurate.
• Work with systems managers to ensure that the Discovery tool has the appropriate access and permissions to capture configuration information
• Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change Service Now Modules
• Experience in Implementing ServiceNow Discovery and CMDB and integration.
• Provide backup to other team members, as needed, for activities such as CMDB administration, system upgrade and patching, regression testing and releasing of new applications
• Experience working with networking, Midserver, LDAP/AD, SCCM, ITIL, CMDB
• Maintain documented relationships in the CMDB
• Worked on CMDB, SLM from the scratch.
• Configured Mid Servers on local Windows servers for Servicenow Integrations and Discovery Application.
• Managed users, groups and roles Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Develop and present business cases to Management to improve security posture to effectively mitigate advanced threats
• Worked on programming with server-side and client-side JavaScript, Ajax, JSON and XML, preferably within ServiceNow (business rules, script include, client scripts, transform map scripts, etc.)
• Worked on data mapping for tables like model table,
• Configured MID Server to import data from external sources.
• Involved in service mapping implementation like pattern based and tag-based mapping.
• Created different Transform maps to import data into ServiceNow.
• Designed and configured different workflows for various Service Catalog items.
• Worked on integrating Service Now with external SOAP and REST based web Services.
• Worked on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management
• Change Management and Release Management with extensive knowledge on Content Management System.
• Created Update Sets to migrate group of customizations from one instance to another instance.
• Worked on Governance, Risk and Compliance application.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
• Involved in discussions with other technical areas to meet the business and technical requirements for ServiceNow, SMTP Admin and DBA to build integration to external and internal systems, currently using as SMTP (EMAIL), MID Server and Web Service (Construction, integration testing, Transform Mapping, Security Authentication, Transform Scripting for Inbound and Outbound).
• Created groups, roles and security groups to access certain functionalities and customized home page.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Created Reports and scheduler process to send report to management about incidents, problems and application diagnosis report-based control and alert messages using Email Notification.
• Involved in Service Catalog and Request Workflow Design and Configuration and Written script includes and invoked them in business rules and client scripts.
• Performed create, read, update, delete (CRUD) operations on web server using outbound REST functionality.
• Utilized Java Scripting 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.
• Created Procedure guidelines used in supporting Technology and Application issues and Responsible for maintaining and growing data held within Service Now such as our users, service catalog items.
• Integrated with Active Directory using LDAP for authentication and Loaded users, groups, and roles into Service Now
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.

Environment: Change Management, Asset Management, Analytics, Incident Management, Problem Management, HTML, JavaScript, CSS, CMDB.

Confidential, Philadelphia, PA

ServiceNow Developer/Administrator

Responsibilities:

• Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA’s, and Reporting etc.
• 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 auto import of data into service now.
• Defining Service Level Agreement (SLAs), notifications, and reports.
• Develops new applications from beginning to end.
• Involved in activities like Instance cloning, patch upgrade and post Implementation after clone.
• Created SOAP message functions and configured it to be sent through Mid server.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Populated CMDB by importing data of IT assets into the system.
• Integration of Service Now with BMC Remedy for ticket creation on change submits.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommended appropriate design alternatives to be implemented based on customer constraints.
• Developed and executed plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance and Ongoing Maintenance.

Environment: ServiceNow Berlin/ Calgary, Windows 8, JavaScript, Jelly Script, My SQL, XML.

Confidential

ServiceNow Consultant

Responsibilities:

• Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies Interactions, Application Security, Events Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Integration of ServiceNow with BMC Remedy for ticket creation on change submits.
• Defining Service Level Agreements SLAs, notifications, and reports.
• Develops new applications from beginning to end.
• Prepared functional and technical documents for various Service Now Modules
• Implemented ServiceNow Discovery and CMDB and integrating it with Change management.
• Developed multiple Catalog items Front-end web / GUI components using JavaScript, CSS, HTML
• Used Performance analytics ITBM tool from ServiceNow, which makes business leader gain access to key metrics and data to improve business services.
• Knowledge on Incident Management, Change Management Process.
• Developed API integration process between ServiceNow and other Services
• Experience in communicating with External Web applications using SOAP and REST
• Implemented SLAs, ACLs, Catalog Client Scripts, catalog UI policies per the requirements.
• Created Flow Designers, Reports, Dash boards and surveys.
• Creation of workflows and execution plans for the catalog items in ServiceNow.
• Creation of UI Pages for a better visual appearance in catalog items in ServiceNow.
• Created automated process to the ansible tower from ServiceNow through integrations and workflows.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submits.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Develops conversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to another instance.
• Ongoing Maintenance.
• Generating weekly reports and metrics for IT Management.
• Worked on creating users, roles, groups and load the data into ServiceNow objects using import sets on daily, weekly, monthly and on request basis.
• Created many standard workflows which are being re-used and propagated.

Environment: ServiceNow, XML, SQL, SLA, DISCOVERY, HTML, LDAP, JavaScript, Windows.