SUMMARY

• Over 7+ years of total IT experience and 6+ years of experience as a Service Now Admin/Developer, ITIL Consultant, Configuration & Asset Management Analyst.
• Insightful, result - driven IT professionalwith notable success directing a broad range of corporateITSM initiateswhile participating inplanning, analysis and implementationof solution in support of business objective.
• Customization and Enhancements of latestService nowmodules likeHR Case Management, Service watch, Time card moduleandOn Call scheduling modules.
• Expertise in Business requirements in any modules ofService now. Always ready withRequirement / Data collection templatesforIncidents, problems, SLA's, CMDB, Software Asset management, Hardware Asset managementetc.
• Extensively worked withIstanbul, Jakartareleases ofSERVICENOW, experienced onJelly Scripts/Java Scripts,DashboardsandHR Case Managementetc.
• Strong knowledge inService Now ITSM, ITOM (Discovery, Service Mapping, Orchestration), HRSD, Asset Management moduleswith an end to end implementation experience.
• Configuration and customization ofHelp Desk, Change/Incident/Problem/asset Management Modulesincluding:Business Rules, Client Scripts, Dictionary Overrides, UI PoliciesandUI Actionsbased on user requirements.
• Hands on experience in creating thecustom Applications, Modules, Security in Service Now.
• Extensive experience in implementation ofBusiness Rules, Data Dictionary, UI Actions, UI Policies, Client ScriptsandValidations Scripts.
• Excel at providingcomprehensive ITSM/ITIL systems analysisandfull lifecycle project Management. Hands-on experience leading all stages of systems development efforts includingRequirement definition, design, architecture, testingandsupport outstanding project and program leader; able to co-ordinate and direct all phases ofproject based effortswhilemanaging, motivatingandguidingteam.
• StrongMentor and coach, skilled by inspiring confidence, leading by example andbuilding loyal, high performance teams. Very proficient in identification of skill levels of team and delegation of work based on that to fully utilize the team potential.
• Excellent knowledge inDevelopment, implementation and administrationofservice Now and Remedy. service Now experience inImplementation, design, development, documentation, deployment, and post-production supportfollowingSoftware LifecycleusingSDLC SCRUM.
• Experience inEmail integration, LDAP integration, External Web ServicesIntegration (both SOAP based and REST based).
• Experience withservice Now Performance Analytics.
• Good understanding onService WatchandMapping Techniques.
• Experience in ContentManagement System (CMS)inservice Now.
• Experience in configuring theSLAsfor variousITIL processesas per the client requirements.
• Excellent experience inService Now AdministrationandDay to Day Production support.
• Intermediate knowledge inCMDB, Configuration, Asset Management and DISCOVERY tool.
• Good experience withAngular JS, Compass CSS Framework, Bootstrap, CMS.
• Strong experience in working withScripted Web services, Script Includes.
• Hands on experience in web development usingHTML, JavaScript, Jelly and CSS

TECHNICAL SKILLS

ITSM Tools: Service Now Berlin/Calgary/Dublin/Eureka/Fuji, Geneva, Helsinki, Istanbul, New York, BMC Remedy

Programming Languages: C, C++, Java, SQL, PL/SQL

Scripting Languages: JavaScript, Jelly, HTML, CSS, Ajax, XML

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

Database: Oracle, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat IDE Eclipse, Net Beans

Version Control Tools: CVS, SVN

PROFESSIONAL EXPERIENCE

Confidential, NY

Service Now Developer

Responsibilities:

• Write business rules to avoid empty configuration items to be inserted intoCMDBafter discovery tool runs a scheduled job.
• CMDB/Asset form re-engineering, role based approach, enhancements.
• Design and engineer solutions leveraging all appropriate components offered byService-Nowto answer the needs for business workflows, ticketing or otherITSMrequirements.
• DevelopJavaScriptand configureworkflowsto implement additional features, customizations and enable the process flow.
• Configure the IncidentManagement, Problem Management, Change Management, Asset Management, Service Request Management applications.
• Research and deploy new releases, patches and/or enhancements into theService Nowenvironment.
• FollowedAgile Methodologyfor the development of the project.
• Designed and delivered technical implementations on theService Now platform.
• Gathered requirement fromstake holdersfor attributes needed to developService Catalogitems.
• Configuration ofservice portalsand configuration and support ofGRCandSecurity Operations-related processes.
• Responsible forcore system configuration.
• Gathering and documenting user and process requirements.
• Developing workflow customizations, and supporting theService Transformationteams.
• Implementation ofService Nowfunctionality and how allITILprocesses can be implemented inService Now. This includesIncident Management, Change Management, Asset Management, CMDB Management and Problem Management.
• Facilitate on boarding of new clients on theService Now platform, and collaborate effectively with otherService Now administratorsto develop global solutions.
• Handle general updates and configuration changes/requests.
• Identify system deficiencies and recommend solutions, and adhere toService Nowdevelopment.
• Participate in defining and scoping projects, gathering, defining, analysing, and documenting business and system requirements, technical specifications, and creating work effort estimates.
• Interface theITSM platformwith other 3rd party solutions.

Environment: Service Now architecture, UI policies, UI actions, Business rules, Service Now API and JavaScript, Service Now Discovery, CMDB maintenance, LDAP integration.

Confidential, Cincinnati, OH

Service Now Admin/Developer

Responsibilities:

• Worked on end to end implementation of various third-partymonitoring tool Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around theService Nowplatform.
• Gathered requirement from stake holders for attributes needed to developServiceCatalogitems.
• Worked with clients to assess current state processes and tools, definedService Nowrequirements and developed and configured theService Now platform.
• Created the performanceanalytic dashboards, widgetsfor users to see the appropriate data.
• DesignedWorkflows, along withstandard Workflow templateswhich can be reused.
• ImplementedService Nowcustomization including, but not limited to, ClientScripts, UI policies, UI Actions,Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• Service Nowapplication development; including creation and configuration ofService Catalogs, Email Notifications, Data imports, exports and Reports.
• Worked onCMDBandAsset management. Performed Data migrationto import data from other applications andexternal databases.
• Designed many email templates by usinghtmlandjelly scriptingand used them in notifications.
• Involved in Implementation, Customization and Maintenance ofITIL modulessuch asITSM/ ITOM- Incident Management, Problem Management, Change Management, Event Management, andSCCM integration service,ITOM, ITSM, CMDB, PPM, SNOW, Reporting,CMDBandService CataloginService Now.
• Granted access to the required users and groups to access the dashboards.
• Created multiple tabdashboardsandwidgetswith single source.
• Worked withautomated, manual and formula indicators.
• Created variousfrontend forms, and associated Client Scripts, UI policies, Business rules and Script Includes.
• Exporting andImporting tables, workflows, update sets datafrom one instance to the other.
• Created roles, views and user groups pertaining to the use cases. (Fuji and Eureka)
• Worked on establishing Links to knowledge based articles onFujiandEureka.
• WroteJelly Scriptsfor all the notifications,Content Managementand also business rules. (Fuji and Eureka)
• Worked withwindows team, network team and Asset teamin order to check for the data collected through discovery is accurate.
• CreatedData Sourcesfrom various external applications,scriptsto parse incoming data and transform intoService Now.

Environment: Service Now Fuji/Geneva, HTML5, Java Script, JSON, SOAP, Web services, MS SQL Server, Integration, SCRUM.

Confidential, New Orleans, LA

Service Now Developer

Responsibilities:

• UtilizedOrchestrationto extend workflows to interact with systems andapplication code outside.
• Worked onPerformance Analyticsby providing actionable insight on each level and for every role usingkey indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards.
• Worked on improvingIT service deliveryanddemonstratehow IT is performing to support the business usingService Now ITSM.
• Worked onProcurement Applicationin creating purchase items and fulfilling the catalog requests.
• Extensive experience of integratingService Nowwith third party tools and implementation ofSOAP and REST API.
• Customized the applications usingBusiness Rules, Client Scripts, UI Action and UI Policies, External Data loadusingTransform maps, etc., based on the application requirements and rolled out the customizations to upper environments using Update Sets.
• ConfiguredEmail notificationsand created inbound email actions for various approval and service request tasks.
• Creation ofuser accounts, groups, roles, creating newand updating existing catalog items.Created, published & retiring knowledge base articles.
• Perform day to day administration ofService-NowinDevelopment, Test and Production environmentsto maintain business services and configuration item relationships inService-Now.
• Strong skill set in theService Nowsuite development includingSOAP/REST integration.
• DevelopedService Catalogitems based on the project requirement provided by thestakeholders.
• Installed andConfigured MID serverto gather data onlocal networkand devices to be available inService Now.
• Worked on configuration ofLDAPconnection inService Now, LDAP serversto uploadSSL certificate.
• ManageITIL processes monitoring overall system performanceusing theSystem PerformanceandSystem Diagnostic dashboards. IntegratingService Nowwith other systems and customization.
• Customizing the workflows for variousService Nowstandard tables while aligning withITIL V3 best practices.
• Involved in setting upRESTandSOAPinbound and outbound messages to integrate withService Now.
• Communicated with external web services usingSOAP Messages and REST.
• SupportedService nowintegration usingSOAP, REST web services, Import sets and transform maps, BR scripts.
• Orchestrate users access toDatabasesusingOrchestration.
• Developing user friendly catalog items with experience writing orchestration workflows such asContent Management, Web Services.
• Worked on integration usingSOAP / WSDL / REST.

Confidential, Mountain View, CA

Service Now Admin/Developer

Responsibilities:

• Worked on creatingusers, roles, groups and Configured LDAP Server and LDAP.Listener for updating the user andgroup table record.
• Strong knowledge of the server side scriptingBusiness rulesandScriptIncludes.
• Worked withApache Jellyto create various kinds ofUI pagesandMacro templates.
• CreatedData Sourcesfrom various externalapplications, scriptsto parse incoming data and transform intoService Now.
• Developed reports as per requirements from management.
• Documented all implementations andbest practicesdefined within team.
• TrainedService Desk teamand organized meetings to review content and testing efforts for testing inUATfor quarterly releases.
• Worked to develop new service catalog items andfix bugsin incident, problem and change management.
• Designed and deliveredtechnical methodologiesaround theservice Now platform.
• Gathered requirement from stake holders for attributes needed to developService Catalogitems.
• Worked with clients to assess current state processes and tools, definedService Nowrequirements and developed and configured theservice Now platform.
• Worked onCMDBandAsset management. Performed Data migrationtoimport datafrom other applications andexternal databases.
• Worked on various modules ofService Nowlike Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various frontend forms,and associated ClientScripts, UI policies, including advanced customizationsthat require modification ofUI Pages/Macros.
• DesignedWorkflows, along with standardWorkflow templateswhich can be reused.
• Supported the team responsible for the implementation and administration of theService Nowinstallation, including managingsystem configurations, gathered and documented userandprocess requirements, developed workflow customizations, and performed quality assurance testinganduser acceptance testing.

Environment: Service Now, Java Script, JSON, jQuery, Web Services, SOAP, SQL, XML, HTML, AJAX.