SUMMARY

• Around 7+ years of extensive IT experience, including requirement gathering, development and implementation based on client requirements while managing several applications on the ServiceNow platform
• Worked on multiple modules - GRC, CSM, ITSM, HRSM
• Expertise in the technical implementation of modules such as Incident Management, Problem
• Management, Change Management, Knowledge Management, Service Catalog and Reporting
• Configuration and customization of Service Catalog and developed various complex workflows for catalog items.
• Worked on the various modules within GRC - Policy & Compliance Management, Audit Management, Risk Management.
• Creation of new record producers.
• Customization of table forms using UI Policies, Client Scripts and UI actions
• Worked on creation of custom tables, customization, and data migration through transform maps
• Extensive knowledge of building client-side and Business rules.
• Gathering and understanding the business requirements from various stakeholders and converting them to a technical document with step-by-step procedures or process Created scheduled jobs Worked on Interactive filters.
• Customized Notifications, email templates and email scripts based on client requirements.
• Worked on Access Control Rules (ACL) based on client requirements.
• Trained in system integrations using web services such as SOAP, REST.
• Moderate knowledge of Service Portal and Basic knowledge on designing web applications using HTML and CSS
• Ability to engage in more than one project simultaneously.
• Good team player and have excellent interaction skill to coordinate and work within a team
• Exhibited Excellent Presentation and Interpersonal Skills with customers/team members during the requirements gathering, UAT Demos and Internal Trainings.

TECHNICAL SKILLS

Platforms: ServiceNow, Salesforce.com

SAAS: ServiceNow ITSM, ITAM, ITOM, CSM and HR SFDC Sales Cloud, Service Cloud, Health Cloud, LWC JIRA, BOX.com, McAfee M-cloud etc

Programming Languages: JavaScript, Rest API,Json, x-path

Web Design: HTML, CSS, Visualforce, LWC, Service portal

DevOps: Docker build and deploy, AWS infra config & management

Delivery Tools: Jira, Confluence, Rally, Jira Align, BMC remedy, ServiceNow

Integration Tools used: MuleSoft, Informatica, Jitterbit, Workato

Mobility: Salesforce1 App, ServiceNow Mobile

Process Skills: Agile methodology, Waterfall, Hybrid

Application Development: Software Architecture, Data Modelling, Micro Services Architecture

CRM: Sales flow, Marketing flow, Case Management, Knowledge Base, Data risk and Compliance

ITSM: ITIL IT Service Management, Swarming Process, P1 issue handling

QA: Test strategy management

PROFESSIONAL EXPERIENCE

Confidential | Jersey City, NJ

Sr. ServiceNow Developer/Admin

Responsibilities:

• Working on UI policies, Data Policies, client script, Business rules, UI Actions, Notifications and Reports as part of stories development.
• Worked on Threat Intelligence module.
• Worked on Security Incident Response module.
• Creating new users, new groups and assigning roles to users.
• Raising a ticket from record producers and can be able to see all the tickets in portal
• Created Playbook for security incident investigation process
• Worked on Automated Testing Framework (ATF)
• Good knowledge of JavaScript and its use throughout ServiceNow
• Performed system and integration testing with sample/live data with support services team
• Worked on Change Management. Designed the workflows based on the user's requirements while including the best practices.
• Configuration of Tables, Applications, Forms, List for application.
• Worked on Incident, Problem and Change Management.
• Created User UI Policies to make field visible based up on conditions.
• Creating & maintaining SRM Catalog items, Record producers, Order guides, variable sets and workflows.

Environment: Agile/Scrum, GRC.

Confidential | Houston, TX

Sr. ServiceNow Developer || Admin

Responsibilities:

• Built custom solution for JFC client in Customer Service Application.
• Automated the process of Data flow.
• Worked on the Custom Case Management.
• CSM Dashboard
• Configuring Special Handling Notes
• Updating CSM Service Portal
• Knowledge Management
• Configuring the Email Notifications and Notification Scripts Configured ACLs
• Incorporating the standards and best practices during the development and implementation.
• Creation and updating of service Catalog items, Catalog Categories and Record Producers, respective workflows and approval process.
• Configured new Choice and Custom SLAs for Quality Requested Items.
• Asset data Upload to ServiceNow using Data sources and Transform maps.
• Worked on BAU tickets.
• Scheduling the Reports based upon the requirements.
• Configured new Emails notifications, Notification scripts, Templates, Events and Configured Different Inbound Email actions for automated request.

Environment: Agile/Scrum, CSM.

Confidential | Pittsburgh, PA

ServiceNow Developer|| Admin

Responsibilities:

• Worked on UI Policies and UI Actions.
• Creating new users, new groups and assigning roles to users.
• Raising a ticket from record producers and can be able to see all the tickets in portal
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, Email Scripts, UI Actions.
• Experience in Data mapping, bulk data imports/updates, update set management, multiple Instance management
• Worked on Incident, Problem, and Change Management modules.
• Notifications configured on Incident management to send mails to responsible persons at different stages.
• Worked on reports, Moving customizations in update sets.
• Created many custom Applications and respective Business Rules, Client Scripts, UI Policies and Data Policies.
• Experienced in developing Catalog Items with workflows, business rules, UI Pages, UI actions.
• Working experience in Reporting, Log Analysis, Workflow Analysis, API Error Analysts, ACL knowledge, group/user management.
• Perform day to day administration of Service-Now in Development, Test
• Production environments to maintain business services and configuration item relationships in Service- Now.
• Maintaining user, groups, roles data.
• Creating and updating existing catalog items. Creating and Maintaining knowledge base articles.
• Built Complex Workflows
• Worked on UI policies, UI actions, client scripts to make the user interface effectively

Environment: Agile/Scrum, ITSM.

Confidential | New York City, NY

ServiceNow Analyst

Responsibilities:

• Mediating between Customer and Development team stakeholders.
• Support and provision project tools, manage updates, produce status reporting, key issues, risks, benefits, and summary of minutes of the meetings,
• Manage different initiatives at the Project level such as initiation, planning, executing, systems or workflows with moderate to high risk and complexity
• Provide subject matter expertise and interpretation of procedures to individuals, communicate project information and updates
• Support in identifying challenges to avoid project delays, schedule problem reviews and follow-ups on assigned actions
• Interact with peers, project manager, program manager, stakeholders, or business unit on coordinating activities.
• Able to support Project coordination planning and monitoring; elicitation; Requirements management and communication; Enterprise Analysis; Requirements Analysis.
• Working with SMEs, Leads, Managers, Resources & Project/Delivery Managers (in case of specific inputs for solution) on finalizing the solution and estimates.
• Support Project/delivery managers to build POC (proof of concept), prototype, and sample development.
• Work with project/delivery managers to devise the timeline/schedule for executing the project.

Environment: Agile/Scrum, ServiceNow.