SUMMARY

• Over 8 years of IT Experience with 6+years of experience in Service Now Development, Maintenance, Implementation and Administration.
• Experience in technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management and Configuration Management.
• Functional Knowledge and Implementation experience of IT Service Management (ITSM) Frameworks.
• Experience in other ITSM ticketing systems such as BMC Remedy and HP Service Manager.
• Design and engineer solutions leveraging all appropriate components offered by Service - Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Strong Understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platforms as well as experience in delivering medium to large-scale Service Now Implementations.
• Good Understanding of Object Oriented analysis design and application development.
• Functional Knowledge and implementation experience of IT Service Management (ITSM) frameworks
• Demonstrated project management skills and experience working directly with Customers and Clients.
• Experience with relational databases like Oracle, SQL Server and MS SQL.
• Expertise in Creating, developing and maintaining Service Catalog items.
• Experience in Installation and Configuration of different modules of Service-Now.
• Strong expertise in configuring applications using Service Now tool, used in ITIL Management.
• Good Understanding of Helpdesk/ Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes.
• Expertise in designing and developing Service Catalog using best practices in development.
• Hands on Experience in developing workflows and in customizing the applications in Service Now using Java script, AJAX, HTML.
• Experienced in managing both low and high severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLA's.
• Proficient in creating Access Control Rules(ACL). Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Create, monitor, modify and publish service catalog workflows with approvals. Maintain single sign-on integration.
• Service-Now Administration and production support including maintenance of lower life cycle instances.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Good Experience in application development using Java/J2EE, JSP, Struts and spring.
• Strong Team player, ability to work independently and in a team as well, ability to adapt to rapidly changing environment, commitment towards learning.

TECHNICAL SKILLS

• ITSM
• ITAM
• ITOm
• HRSM
• HRSD
• Service Mapping
• Discovery
• Glide Script
• JavaScript
• JQuery
• Jelly
• Angular JS
• AJAX
• Service Now
• Orchestration
• XML
• HTML
• CSS
• Web Services
• Integration Soap
• REST Protocols
• SQL server 2012
• SSIS
• SSRS
• Net framework 4.7
• C#
• ASP.Net
• Java

PROFESSIONAL EXPERIENCE

Confidential

Service Now Developer

Responsibilities:

• Involved in creation of Service Now Applications, Modules, tables, columns as per requirements.
• Involved in development of Servicecatalog which includes creating new catalog items, Order guides, designing workflows for Change management.
• Involved in reaching out to stake holders to gather requirements and fulfilling the requirements according to the user needs.
• Created various workflows for Incident Management, Change Management,Service Requests and SLA's.
• Involved in creating ACL's as per the client needs.
• Understanding technical and functional design requirements for Service Now, workflow engines. Created workflow and web prototypes.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change
• Problem, Knowledge,ServiceCatalog and CMDB, Project Portfolio Management (PPM) and Demand Management, SDLC in Service Now.
• Involved in creating the Business Rules, Client Scripts, UI Actions and UI Policies.
• Involved in Creating UI Macros and UI Pages.
• Worked on Loading, manipulating, and maintaining data between Service-now and other systems.
• Worked with IT managers to generate views and reports.
• Created HR Modules, tables, columns as per Client’s requirements.
• Wrote a business rule to create a Parent and child case on Record Producer submission.
• Used record producer data to populate correct field in Parent and child cases.
• Custom dashboard page development with custom table Charts and Listing for HR Manager.
• Handled issues originating from incorrect integration of Out of The Box third party widgets with the service Portal.
• Implemented a HR portal on the new Service portal.
• Involved in LDAP integration with Service Now for obtaining users and groups.
• Worked on integrating Service Now with external SOAP and REST based webServices.
• Involved in the Service Now instance upgrade activities and patch fixes to Service Now instance.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Involved in creating UI Pages, UI Actions, Catalog UI policies, Business rules, Client-side scripting and server-side scripting.
• Good knowledge of CMDB and Asset ManagementServices: BusinessServices and Configuration item relationships.
• Involve in migration between various environments inService-Nowusing update sets and import sets.
• Maintained the Configuration Items and modified the forms and form Sections.
• Worked with reporting in configuringServiceLevel Agreements (SLA).
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered, and these records are correct and up to date.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.

Confidential

Service Now Developer/Admin

Responsibilities:

• Gathering requirements and converting BRD's into technical requirements.
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Design and Development of Applications and modules to deliver the Clients business needs.
• Developed Visio flow diagrams to demonstrate to Business
• Worked with GUI team in developing wire frames.
• Configuring and administering the ServiceNow ITSM tools.
• Review change request to approve or reject to enable implementation or back out in production instance.
• Configuring SLA's using SLA definitions for Incident, Catalog Tasks and Catalog Items.
• Customized UI Appearance for Incident, Problem, Change and Project Management Application, which is simple, intuitive, and easy to use.
• Adding UI policies and UI actions to achieve customer requirements.
• Working on configuring catalog items and adding them to ESS page.
• Scheduling jobs using JavaScript that runs at time of interval.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications.
• Managed data in Tables, the CMDB, Import Sets, and Update Sets.
• Created schedules, reports, and monitored performance.
• Maintained the Configuration Items and modified the forms and form Sections.
• Developed and improved user systems procedures, and prepared systems documentation.
• Assist with identifying and managing CI classes, CI attributes and relations within CMDB.
• Developed custom reports as per client and management requirement.
• Developed new service catalog items and fix bugs in incident, problem and change management.
• Created UI pages and Macros.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Involved in Configuration, Web Services, Catalog Client Scripting, and SOAP.
• Integrated Service now with downstream applications using MID Server, Web Services,
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Worked on creating users, roles, groups.
• Involved in running the jobs to push the data into the application using Import Sets and Transform Maps.
• Generated weekly reports and metrics for IT management.

Confidential

Service Now Admin/Developer

Responsibilities:

• Assisting client implementing the MSP (ManagedService Provider) instance for Service-Nowand Domain separation forService-NowInstances.
• Worked on the functional requirements and client requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Created various workflows for Incident Management, Change Management,Service Requests and SLA's.
• TheService we also provide to clients is a semi managed Service for administering theirService desks that has been implemented.
• This includes various administration tasks withinService desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed several email templates by using HTML and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Written script includes and invoked them in business rules and client scripts
• Imported many CI's using import set tables
• Imported Active Directory to ServiceNow using Data Sources.
• Created data sources and loaded theService-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting.
• Worked on Berlin, Calgary Versions.
• Worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integratedService Catalog and Incident module.

Confidential, NC

Service Now Administrator/Consultant

Responsibilities:

• Created functional and technical specification documents for various ServiceNow modules.
• Implemented, Customized and Maintained ITIL modules such as Incident Management
• Change Management, Problem Management, Knowledge, Service Catalog and CMDB in ServiceNow.
• Coordinated instance upgrade activities.
• Handled change management module by enhancing the implementation of tool to the stakeholders and made it facile to understand.
• Planned and coordinated Implementation Plan for release in ServiceNow.
• Configured multiple Catalog Items Front - end web/ GUI components using JavaScript, SOAP, Web Services, CSS and HTML5.
• Implemented UI Macros to create pages as templates on requirement from stakeholders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolved typical User Access and Roles issues by checking active directory and user table.
• Created database views to pull reports on variables which are being used by catalog items.
• Wrote catalog Client Scripts and UI Policies to make client-side changes.
• Engendered the UI pages to be utilized in Catalog Item by implementing UI Scripts.
• Created knowledge articles to document steps in creating catalog items.
• Created different kinds of Variables and Variable Sets in Service Catalog.
• Managed order guides in sequential order to make the user comfortable while raising a request.
• Re- designed workflows using workflow editor to reconcile complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.

Confidential

Java developer

Responsibilities:

• Analysis and understanding of Business Requirements.
• Coordinated with BA group to understand the requirements and analyzed documentation and implementation.
• Effectively participated in weekly client communications along with Business Analysts.
• Designed and developed Web Pages using PhP, HTML, CSS, AJAX controls and XML.
• Developed a User Interface using JavaScript, HTML, CSS, JavaScript validations.
• Implemented application using JavaScript.
• Conducted Client side validations using Java Scripts.
• Extensively used complex SQL and PL/SQL programming and performed performance tuning.
• Worked with SQL Developer extensively for database operations.
• Provided application support and fixed bugs.
• Tested/De-bugged web browser using Firebug.
• Developed front - end UI pages and necessary backend classes to support data access and user authorization.
• Daily SCRUM stand-up meeting and provided a demo to the business once a week.
• Extensively worked on designing web pages using HTML, CSS, Javascript and Ajax.