SUMMARY

• Over 10+ years of Experience in Information Technology exclusively 8+ years of experience in Developing, administering and daily operations, on - going maintenance, upgrades, and technical support to existing Service Now environments and applications, managing incidents and run reports, core configurations and implementing UI policies to Service Now catalog.
• Skilled in mapping requirements into functional specifications emphasizing on workflow analysis, UI design, and process flows.
• Experience on various IT Services of Service Now tool like Incident, Problem, Change, and Service Catalog requests.
• Hands on experience in all areas, implementation of incident management, change management, problem management, building service catalogs from scratch, created some knowledgeable articles, design, and develop workflows, reporting.
• Involved in creating interactive dashboard and applied actions (filter, highlight and URL) to dashboard.
• Experience in web development and application development using HTML, JavaScript
• Experience in User Stories & Scrum meeting.
• Experience in configuration management database (CMDB), System Center Configuration Manager
• Participated at various levels of customization in Incident management and Change Management and Custom-built applications for various clients in different industry segment.
• Identify, prioritize, scope, and advance IT improvement initiatives from concept through successful deployment.
• Experience in design of Use case, Class, sequence Diagram for better underling Functional units of ServiceNow
• Experience in LDAP Configuration and Connection Management
• Strong skill set in the Service Now suite development including SOAP/REST integration, Workflow.
• Experience in components of Flow Designer flows, sub flows, actions, spokes, and action steps.
• Facilitated scrum ceremonies (Sprint planning meeting, Daily scrum meeting, Sprint review meeting, Sprint retrospective meeting, Backlog refinement meeting) as a Scrum Master for Agile Scrum Methodology.
• Extensive use of Use case model, use case diagrams, class diagrams and sequence diagrams using rational rose.
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Experience in Inbound Email Integration and created Outbound Email Notifications using Email templates.
• Worked with redesign of the workflow to make the approval flow better.
• Developed lot of Service Catalog items.
• Experience in developing, web based and standalone applications.

TECHNICAL SKILLS

Languages: Java Script, SQL, HTML, XML, C, C++

TOOLS: Confidential Suite, Service Now

Database: My SQL

Web Technologies: HTML

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer

Responsibilities:

• Functional changes on Confidential Module
• Service Portal enhancements, where business service availability need to be represented.
• Creation of custom applications.
• Migration of entire ticketing system of various clients to ServiceNow Confidential Module.
• Experience with working on Agile Methodology.
• Experience in working with Scoped Application development.
• As per the best practices of Service Now, developed, and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.
• Performed LDAP Active Directory/SSO Integration.
• Worked on functionalities of CMDB.
• Performed in creation of application modules, tables, forms, links, dictionary, UI policies, UI actions, data policies.
• Worked a lot on User Administration Part like Users, Groups creation and assigning roles.
• Deployed custom UI Policies and UI actions based on requirements.
• Deploying update sets to from non-production to production instances.
• Developed Client Scripts, UI Actions and Script Includes for full filling the requirements.
• Providing Table level and Field level security by Access Controls based on rules.
• Worked on creation of Service Catalog Requests and Order Guides.
• Worked on Integration of Service Now and Jira.
• Created Email Templates as per the Company requirements and then scheduled the Email notifications which will trigger in different scenarios.
• Responsible in building Catalogs, Catalog categories and Record producers.

Confidential

ServiceNow Developer

Responsibilities:

• Requirement analysis, design, development, and deployment
• Customizing all the Confidential modules as per client requirement
• Implementing product’s end to end as per customer needs.
• On-going maintenance, upgrades, and technical support to existing ServiceNow environments.
• Worked on Demand module by changing the workflow and stages included in the demand form.
• Providing all the required roles to the user to access the particular modules.
• Worked on Project module by creating a default template to create tasks under that particular project.
• Developed several client-side scripting, catalog scripts, UI scripts, server-side scripting based on business rules.
• Creating custom Tables, Fields and configuring Access Controls over them.
• Worked on Program management module which includes related projects and demands.
• Gathered requirements for SLA and configured in ServiceNow.

Confidential

ServiceNow Support

Responsibilities:

• Requirement analysis, design, development, and deployment
• Customizing all the Confidential modules as per client requirement
• Worked on Idea portal and have done all the enhancements as per the requirements.
• On-going maintenance,upgrades,and technical support to existing ServiceNow environments.
• Worked on Demand module by changing the workflow and stages included in the demand form.
• Providing all the required roles to the user to access the particular modules.
• Worked on Project module by creating a default template to create tasks under that particular project.
• Worked on Portfolio management module, which is collections of related programs, projects, and demands.

Confidential

Junior Consultant

Responsibilities:

• Analysis of the specifications and requirements provided by the clients.
• Design and implemented the test scenarios.
• Understanding basic scripts to develop functionalities as per requirement.
• Involved all scheduled meetings.
• Review test cases as per business requirement.