SUMMARY

• 5+ years of ServiceNow experience worked with Fuji, Dublin, Geneva, Eureka, Helsinki, Istanbul, and Jakarta with a strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions using the knowledge in ITSM tool and ITIL processes.
• End to End Development and Customization of Incident, Problem and Change management applications per ITIL.
• Hands on experience on Business Rules, Client Scripts, Schedule Jobs, UI Actions, UI Polices.
• A ServiceNow technology analyst with experience 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 design patterns & implementation plans for ServiceNow enhancements.
• Excellent knowledge of developing web services and relational databases.
• Participated in workshops with ServiceNow partner teams to help companies implement ServiceNow using best practices in ITSM.
• Involved in all the scrum meetings with the team including sprint planning, daily standup, story writing, backlog grooming, demo meetings as part of the scrum routine
• Created an access control rule (ACL). Use of scripting tools and ServiceNow functionality to create a script to automate routine tasks being done in ServiceNow.
• Experienced with ServiceNow Incident security operations like on Incident form, views, changes problems and task CI s.
• Experience in ServiceNow cloud management and implemented the multiple modules in ServiceNow.
• Security analysis and security operations such as security incident and worked on security enterprise management level.
• Designed engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Experience on CMDB, Discovery, and Integration with other external modules.
• Configuration development of Requirement Integration components (SSO, LDAP).
• Worked on DISCOVERY and set up MID servers and check for the connectivity.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Functional knowledge experience and implementation experience of ITSM frameworks, Service Watch and Service Mapping.
• Experienced in Creating combined deployment descriptors using XML for all the session and entity beans.
• Experienced with report delivery methodologies, analytic modeling, and data visualizations for Key Performance Indicator, scorecards, and process flows.
• Expertise in Test & Deploy code across various SDLC Environments like TEST, UA/UT/Production.
• Expertise in Enterprise Reporting in generating reports using linked reports, sub reports, and filters, charts in SQL Server reporting services.
• Experience in creating Ad-hoc reports, data-driven subscription reports by using Report Builder in SSRS.
• Experience in Integrating SQL Server Reporting Services with Microsoft Office Share Point Server (MOSS).
• Extensive knowledge in ETL Process & Progressive knowledge in using DTS/SSIS utilities
• Experience in Extraction & Migration of Data from heterogeneous data sources like Excel, MS Access, Oracle.
• Expertise in designing SQL Server SSIS packages to import and transform data between databases and external data sources and Azure.

TECHNICAL SKILLS

Operating Systems: Windows Vista/ 2003/ 2008/2010 , MS-DOS

ITIL: ITSM, ServiceNow, ServiceDesk Plus 8.3, 9.3

Programming Languages: T-SQL, PL/SQL, C, CSS

Web Technologies: HTML, HTML5, XML, XSL, AJAX, Bootstrap, JavaScript, AngularJS.

Databases: Microsoft SQL Server 2014/2012/2008 MS Access 97/2000/2003 , Oracle 9i/10g

Tools: /Utilities SQL Server Management Studio, SQL Server Enterprise Manager, SQL Server Profiler, Visual SourceSafe 6.0, Microsoft Management Console, DTS, SSIS, Business Intelligence Development Studio (BIDS).

Database Design Tools: MS Visio, Erwin

BI Tools: SQL Server Reporting Services (SSRS), SQL Server Integration Services (SSIS), SQL Server Analytical Services (SSAS)

Portal: SharePoint Portal Server 2003, Windows SharePoint Services

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer

Responsibilities:

• Developed Service Catalog items based on the requirement.
• Developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Maintained the Configuration Items and modified the forms and form Sections.
• Experience in Web Services Rest, SOAP, WSDL.
• Worked with various ServiceNow Instance like Jakarta, Geneva, and Istanbul.
• Setup an AWS catalog offering to the users in the service catalog.
• Developed reports as per requirements from management.
• Experience in Cloud management and creating the managed services like Microsoft azure.
• Managed multiple AWS accounts with multiple VPC's for both production and non - prod where primary objectives included automation, build out, integration and cost control.
• Strong working knowledge of various ServiceNow components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility and Service Request Management.
• Worked on Discovery tool and set up mid servers and check for the connectivity, expertise in troubleshooting Discovery tool.
• Created transform maps both automatic field and service mapping and scripting.
• Worked on the automatic creation of security Incidents and alerts when automatically generates security Incidents.
• Worked on Service Mapping by collecting data about devices and applications used in business services which creates a map for business service and stores the collected data in CMDB.
• Configured and Involved in the Service Mapping and Service Watch Modules.
• Worked on various modules of ServiceNow like Incident Management, Change Management, and Problem Management, Service Catalog, User Administration, Reporting.
• Had experience in security incident monitoring and incident activity providing trends and reports like CISO
• Strong experience in customizing the form design and form layout for various forms in the ITIL Process like Incident, Problem and Change management in ServiceNow.
• Experience on Glide and Shell Scripting, AngularJS, JavaScript, HTML, CAPI, XML, AJAX, Jelly.Done integration with 3rd party tools using (web services, SOAP, email, MID server).
• Configured multiple forms for Asset Management module using Configuration Management Database.
• Created transform maps both automatic field mapping and scripting. worked with UAT tool for testing the developed application.
• Built integrations between existing Retail toolsets and Service Now to drive efficiency for the Service Desk, Retail, and Deployment teams.
• Involved in CMDB, SCCM Integration, Discovery, and Integration with other external modules.
• Worked on Email Notification, Reports and Database views.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Worked on end to end implementation of various third-party monitoring tool Integrations, Supported the team with the workflow of the integrations.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the ServiceNow platform.
• Implemented Project Portfolio Management.

Environment: ServiceNow (Geneva, Istanbul, Jakarta), AWS, Azure, ARM, JavaScript, AngularJS, Html, CMDB, CSS, Glide Script, CAPI, Web Services, ITIL, ITSM.

Confidential

ServiceNow Developer

Responsibilities:

• Involved in creation of reports, dashboards in ServiceNow.
• Worked on AWS Cloud Watch integration with ServiceNow.
• Manages data with tables, CMDB, Import Sets, and Update Sets.
• Experienced in working on the ITIL process configuration, Change Management system.
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes.
• Responsible for the design, development, and implementation of mappings transformations based on source - to-target specifications.
• Identified critical paths, critical tasks and identified strategies/ solution in mitigating them.
• Activated domain separation plugins in a multi company / MSP environment.
• Configured domains to separate company data in a multi tenancy environment.
• Configured Business rules, Filters, UI & Data policies specific to each domain.
• Created reports specific to each domain /data specific to each company/domain.
• Configured security rules and policies specific to each domain / company data.
• Have created categorizations/ Choice lists specific to each domain/ company.
• Create, develop, and implement workflows, custom reports, and prototypes.
• Identify system deficiencies and recommend solutions.
• Functional knowledge experience and implementation experience of ITSM frameworks, Service Watch and Service Mapping.
• Created notifications based on user requirements and configured inbound email actions to create incidents or request.
• Proficient in designing and developing Service Catalog using best practices in development.
• Performs core configuration tasks including system policies, business rules, and client scripts.
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Worked on Inbound Email actions and out bound email triggering actions.
• Worked on Email Notification, Email Templates, and Email scripts.

Environment: Service Now (Eureka, Dublin), Bootstrap, Java Script, HTML, CMDB, CSS, ITIL, ITSM.

Confidential

ServiceNow Developer

Responsibilities:

• Worked with business users to identify and refine business requirements and workflows.
• Good knowledge in java and JavaScript programming skill.
• Involved in developing various forms using SQL development skill.
• Understanding of IT service management and the ITIL business process.
• Supported and created an Access Control rule (ACL).
• Involved in creating the adhoc reports in Service Now.
• Created the on-call schedules and Implemented an add-on UI Interface with complex customizations done in Rota UI Page.
• Implemented problem management module with the Complex Workflows and incorporating proper Transitioning of States.
• Created Fields Accessibility to Problem Manager and Problem Investigator with Dynamic privileges given to itil members who are associated in Problem investigation team.
• Implemented knowledge management module with the complex Workflows defined as per the HCL or FSL categories.
• Built Knowledge Approval Lookup for dynamic Approval transitions. Created Process Flow Formatter with complicated state transitions as per the requirement.
• Incorporated Approval and Rejection functionality on Knowledge form by placing Approve and Reject buttons on the knowledge bar.
• Defined State Accessibility to Knowledge Manager and Knowledge Technical Editor.
• Implemented incident management, chat functionality, and web services with end-to- end customizations.
• Implemented configuration management, which includes creating custom classes, coupled with field validation furthermore incorporating the workflow, which will notify Business Owner after 30 days expiration of the CI. Imported CI Relationships and CMDB data.
• Worked upon inbound email action, notifications, and reports.
• Given training on im, pm, km, On-call Rotation, Configuration Management, Web Services, SR and Chat Functionality.
• Created schedule jobs, Script Includes, Business Rules, UI Pages, Client Scripts,UI Policies,UI Actions,Styles and Access Controls based upon the requirement.
• Stand - Alone Done Ugradation of FSL instance from Berlin Patch-4 to Berlin Patch-11, which Involves rigorous testing of the additional functionality in sync with the existing one.
• Created, monitored, modified and publish service catalog workflows with approvals
• Responsible for the ServiceNow tool administration module and creation of new Groups, roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Involved in loading of data into CMDB using discovery and file imports.
• Created complex transform scripts in transforming the data into the SNOW database.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.