OBJECTIVE

• Ambitious, determined, and detail - oriented individual with strong technical experience seeking ServiceNow position with an esteemed organization that can be benefit from leadership, experience, excellent communication skillswith bachelor’s in Computer Science.

SUMMARY

• Around 8 Years of IT experience and 5years of experience in ServiceNow Development and Administration.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile Methodology.
• Implementing system security by using Access Control Lists (ACL).
• Experience with Implementation, Configuration and maintenance of Business Rules, Data Dictionary, Client Scripts and UI Policies, custom ITIL Applications, Modules.
• Good Knowledge of ITIL and ITSM best practices.
• Experience in configuring Data Sources, Import Sets, SLA/OLA, and Transform maps.
• Experience in configuring the ACLs and create Users, Roles and User Groups.
• Extensively involved in development of ServiceNow applications and reports.
• Defining workflows in Service Catalog items
• CMDB data import using transforms maps.
• Experience in loading data into ServiceNow using Import Sets.
• Experience in migration between environments in ServiceNow using Update Sets.
• Managing data with tables, CMDB (configuration management) import sets Users, Groups and roles.
• Worked on Incident, Problem and Change management and Service Catalog modules.
• Developed different bar charts, pie charts, list reports and scheduling reports.
• Worked on Client, Server-side scripts to meet client requirements.
• Experience in Email Integration configured Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Experience in implementing end-to-end Service Catalog.
• Worked in Installation and Configuration of different modules of ServiceNow.
• Provides daily support of Service Management Platform (ServiceNow), including Scripting, Configuration
• Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.
• Implemented system security by using Access Control Lists (ACL) as per the client needs.
• Experience in integrating ServiceNow with Web services (SOAP and REST).
• Experience in web development (UI) using HTML, CSS.
• Maintained the Configuration Items and modified the forms and form Sections.
• Excellent verbal and written communication skills- able to present information, status and issues in a clear and concise manner with the goal of driving to a decision.
• A passionate, articulate, goal-oriented and dynamic professional with successful background in Requirement Gathering, Technical Documentation, Software Validation, Software release and experienced Software Developer in ServiceNow.
• Attention to detail and complex problem-solving abilities from operational and technical perspective.
• Excellent analytical skills with proficiency in debugging and problem solving.
• Aptitude for learning and rapidly mastering new applications and technologies.

TECHNICAL SKILLS

ServiceNow: ITSM, ITIL, CMDB, HR, Service portal

Programming languages: Java Script, Visual Basic

Platforms: ServiceNow, SDLC

Web technologies: HTML, CSS

Scripting languages: JavaScript

Databases: Microsoft SQL Server, MySQL

Technologies: Agile, Scrum, waterfall

Other tools: Microsoft Visual Studio, MS Office

Products: Service Now

Reporting tools: Crystal Reports, MS Access

PROFESSIONAL EXPERIENCE

Confidential, Orlando FL

ServiceNow Developer/Admin

Responsibilities:

• Performed Business Analysis (BA) responsibilities and requirements gathering with business stakeholders.
• Provided off hours Operational Support.
• Performed daily operational and support tasks on the ServiceNow platform.
• Troubleshooted and resolved reported incidents and defects in Fund’s ServiceNow instance.
• Provided rotational off-hour support as required to address production issues.
• Configured &implementednew features and services.
• Configured ServiceNow to meet customer requirements and enhancement requests.
• Created and updated knowledge articles and documentation for IT Helpdesk and knowledge sharing.
• Created ad-hoc reports and dashboards.
• Worked with Messaging Team and configured Azure SSO for ServiceNow.
• Lead change and release management process to deploy update sets to production during off-hours.
• Worked with stakeholders to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
• Research ServiceNow capabilities and integration with other systems for future potential enhancements.
• Remediated active vulnerabilities in ServiceNow as part of vulnerability management effort.
• Coordinating with various teams during Development and Testing Phase
• Demonstrated strong problem solving, negotiating, influencing, facilitation, organization, prioritization, decision making, and conflict resolution skills.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor SLA workflow.
• Worked with Record Producers, Flows in Service Catalog Management.
• Interacted with team leaders to identify and analyze the given information, procedures and decision flow

Environment: ServiceNow application development,UI policies, UI actions, Business rules, ServiceNow API and JavaScript, ServiceNow Discovery, Orchestration, Service Portal, CMDB

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Followed Agile Methodology for the development of the project.
• Designed and delivered technical implementations on the Service Now platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
• Design and implement new functionality using Business rules, UI policies, and ACL’s etc.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA'S.
• Created buttons and context menus both on form and lists using UI actions
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate Service Now with internal/ external systems and tools.
• Understanding of IT service management( ITSM) and ITIL business Process.
• Core competency areas iinclude IT service management in Service tool.
• Written script includes and invoked them in Business rules and client scripts.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration.
• Configured event management (ITOM) by configuring connecter instancs and connecter definitions.
• Managed integration of vendor tasks, tracking and reviewing vendor deliverables.
• Integrated ServiceNow Dev instance with the existing LDAP and Single Sign-On (SSO) solution.
• Developed new applications from beginning to end.
• Integration of service now with LDAP for authentication.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.

Environment: ServiceNow application development, ServiceNow architecture, UI policies, UI actions, ITSM,Business rules,ITOM, ServiceNow API and JavaScript, ServiceNow Discovery

Confidential

Web Developer

Responsibilities:

• Involved in development, design, and implementation of front-end part of the application.
• Developed the UI Screens using HTML, XML, JavaScript, Custom-tags and CSS3.
• Responsible for the overall layout design, color scheme of the web site using HTML5 and CSS3.
• Used jQuery to select and manipulate HTML5 elements and CSS3 manipulation.
• Used JavaScript DOM manipulation and JavaScript event to generate the data result in UI.
• Converted wireframes in templates including creation of brand identity, web site header, menu
• Information containers, grid styles, navigation, forms, buttons, icons, images, user components and application widgets creation with suitable color schemes.
• Worked with the team of architects and back-end Developers to gather requirements and enhance the application functionality and add new features.
• Wrote test plans and performed unit testing and performance testing.
• Worked with the systems team and Quality assurance team in the process.
• Brought the HTML5 and CSS3 of an existing web site to the latest web standards.

Environment: JavaScript, HTML, CSS, jQuery, Notepad++, DOM, Windows.1