SUMMARY

• A Qualified IT Professional with over 7 years of extensive experience in different phases of Software Development Life Cycle (SDLC) including Development & Testing of software applications.
• In - Depth Knowledge and experience on various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services.
• Experienced in various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Designed, developed, documented, and deployed software features on the ServiceNow platform.
• Designed and engineered solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Familiar with Service Oriented architecture, web services integration (SOAP, WSDL, REST), LDAP and MS Active Directory.
• Good knowledge of CMDB, Asset Management services, Business services and Configuration item (CI) relationships.
• Hands-on experience in ITIL/ITSM V3 processes, Web services, Discovery, Business rules, Client Scripts, Workflows, Web protocols, Service Catalogs in ServiceNow.
• Good Understanding of IT services management (ITSM) and the ITIL business process.
• Extensive experience in IT Operations Management (ITOM).
• Excellent Knowledge on building out ServiceNow CMS (ESS Employee Self Service Portal).
• Strong experience in development of web applications using Web services, J2EE, JSP, Servlets, SQL, PL/SQL programming.
• Maintained and monitored Service level agreement (SLA) workflow.
• Good Knowledge in object-oriented analysis design and application development.
• Manipulated loads and maintained data between ServiceNow and other systems.
• Experience in application development using HTML, XML, CSS, JavaScript and Jelly Scripting.
• Expertise in issue debugging, root causes analysis for ServiceNow application.
• Expertise in planning and implementing the releases. Hands on experience in dealing with deployments using update sets.
• Capable of suggesting the best possible solution for any customer requirement or defect.
• Good analytical skills and problem-solving skills to resolve technical issues
• Appreciated for suggesting and successfully implementing Integrations and overall performance changes.
• Worked effectively with others in a team environment & lead various projects.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning.
• Excellent communication, project management, documentation, and interpersonal skills

TECHNICAL SKILLS

ITSM TOOLS: ServiceNow Calgary/Dublin/Eureka/Fuji/Geneva/Helsinki/Istanbul/Jakarta/Kingston/London/Madrid/NewYork/Orlando/Paris/Quebec/Rome/San Diego/Tokyo

Ticketing tools: Service-Now (Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management), UI Macros, Business Scripts, Client Scripts, UI Scripts, UI Actions, Ajax Scripts, UI Policies, Script Includes, Access Control Lists (ACL), ITSM Suite.)

Databases: SQL, Mysql5.0.1, DB2, Oracle11g, Microsoft SQL Server 2005.

Application Tools: Netbeans6.9.1, Dreamweaver CS4,Service-Now (ITSM Tool), Manage

Programming Languages: HTML 4.0/5, XHTML, CSS3, JavaScript, Angular JS, Glide Scripting, Apache Tomcat, Perl, JQUERY, Jelly Scripting, JSON, PHP, AJAX, Require JS, Cordova JS, Bootstrap and XML.

Operating Systems: Windows, UNIX, Linux.

Methodologies: Agile Modeling, SDLC model, Waterfall model, Spiral model, Use Cases.

PROFESSIONAL EXPERIENCE

ServiceNow Admin/Developer

Confidential, Marietta, GA

Responsibilities:

• Worked on various ServiceNow components such as Change Management, Incident Management, Problem Management, CMDB and Knowledge Management.
• Created and modified various Business Rules, Scheduled Jobs, Script includes, UI Actions, UI Policies for the existing and customized applications as per the business requirements.
• Experience on Glide and Shell Scripting, JavaScript, HTML, XML, AJAX. Extensively used Glide Ajax in Client Scripts to call Server-Side Script Includes.
• Worked with Apache Jelly to create various kinds of UI pages.
• Developed complex workflows to enforce SLAs and performed quality assurance testing and user acceptance testing.
• Maintained the Configuration Items and modified the forms and form Sections.
• Worked on Email Notification, Reports and Database views.
• Configured Service Level Agreements (SLA’s) for Incident Management based on the client requirement.
• Maintained API and data integration processes between ServiceNow and other services.
• Experience in communicating with external web services using SOAP Messages and REST.
• Built Integrations using ServiceNow with other 3rd party tools with REST Message from scratch. Also connected to 3rd party tools using File Transfer Protocol (FTP) Method.
• Designed many catalog items and record producers out of which few of them are involved in integration.
• Using Integration Hub ETL created transform maps, Data sources and pulled data into the CMDB which enabled auto creation of relations following hierarchy.
• Pulled Service Accounts from LDAP server as per the client requirement.
• Installed various Plugins and worked on configurations as per client requirement.
• Implemented Field Service Management (FSM), Customer Service Management(CSM) and HR Service Delivery(HRSD) from scratch in Client Instance..
• Worked on service portal widgets as per the user requirements.
• Regularly monitored the instances administration and cloning activities to make sure that all the instances are in sync with each other.
• Participated in daily scrum meetings and developer meetings, Assisted customers with ServiceNow enhancements.
• Worked with a team of Developers to successfully develop stories and remediate defects.

Environment: ServiceNow, ITIL, ITSM, HTML, JSON, MySQL, JavaScript, Glide Scripting, Jelly Scripting, Angular JS, Perl, BMC, PowerShell,FSM. CSM, HRSD, LDAP, Web services.

ServiceNow Admin/Developer

Confidential, San Antonio, Texas

Responsibilities:

• Utilized Java Scripting to deliver solutions that automate and audit business processes using Client Script, UI Action and Business Rules.
• Configured inbound and outbound email actions and developed mail scripts to create incidents or requests.
• Worked on Asset Management and loaded the data into it.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Worked extensively on Configuration & Asset Management, Change Management and Release Management.
• Implementing, configuring, onboarding, and administrating GRC plugins.
• Worked with team to monitor and validate the risks involved, calculated and maintained risk criteria in Governance, Risk and Compliance (GRC)
• Configured multiple forms for Asset module using Configuration Management Database.
• Worked on the Automated Testing Framework module and performed presentations to users on ATF usage in the ITSM environment.
• Resolving typical User’s access and roles issues by checking active directory and user’s table.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Involved in creating and redesigning the workflows using ServiceNow Workflow editor.
• Worked on integrating ServiceNow with external SOAP and REST based web services. Good knowledge on Single Sign on and event-based integrations.
• Designing the Content Management System which involved CSS, Expert with experience on implementing end-to-end Service Catalog.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Supported the development and maintenance of ITAM operational and financial metrics and Established support models required to achieve them.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.

Environment: ServiceNow, Angular JS, LDAP, ITOM, ITAM, GRC, Web services, JavaScript, Glide Scripting, JQuery, Jelly Scripting, ITOM, ITAM, HTML, XML, JSP, XML.

ServiceNow Admin/Developer

Confidential

Responsibilities:

• Created Buttons, context menus both on form and lists using UI actions. Written script includes and invoked them in business rules and client scripts.
• Worked on various modules of ServiceNow like Incident management, change management, and Problem management, Service Catalog, User Administration and Reporting.
• Managed data with Tables, CMDB, Import Sets, and Update Sets.
• Worked on discovery, set up mid servers and checked for the connectivity. Became an expert in troubleshooting Discovery.
• Configured Support Groups, assignment rules, categorizations, CI data, SLA etc. and performed Data migration of CI Attributes for CMDB using import sets.
• Also created Configuration items (CI), service catalog for Service portals.
• Created HTML email templates using HTML, Jelly Scripting and Angular JS for email customers who have registered, rejected, and approved for marketing campaigns.
• Designed and Implemented service requests through service catalog in service now.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.
• Prepared the prototype for different workflows based on different items on Hardware, Software, etc. categories.
• Created reports, workflows, and data imports for Incident, Service Request, and Change ServiceNow modules.
• Responsible for leveraging knowledge and experience to deliver end-to-end methodologies within Service-Now which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort.
• Worked as part of Scrum Team directly with Scrum Master, Software Developers and Product Manager.
• Wrote SQL queries and PL/SQL procedures for JDBC and worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services, Email integrations etc.
• Worked as part of Scrum Team directly with Scrum Master, Software Developers, Product Managers and Stakeholders to test IT Operations Management (ITOM) Applications including Cloud Management solutions and Software Delivery Automation. Also involved with working in an agile development environment.
• Worked on the Systems Requirement Specification (SRS) including problem analysis and system definition models.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists etc.

Environment: ServiceNow, Web services, MySQL, Bootstrap, Discovery SOAP, LDAP, JavaScript, Glide Scripting, JQuery, Jelly Scripting, ITOM, HTML, XML, REST, Workflows.