SUMMARY

• Certified ServiceNow Administrator having 8 plus years of experience in IT with around 7 years of experience in ServiceNow Development and Administration.
• Experience in Software Development Lifecycle (SDLC SCRUM) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution.
• Design and engineer solutions leveraging all appropriate components offered by Service Now to answer the needs for Business workflows, ticketing or other ITSM requirements.
• Hands - on experience in technical implementation of Incident, Problem, Change Management and Service Catalog
• Implemented ServiceNow Catalog Requests involving complex workflows, Asset Management, Event Management, Configuration Management, Service Now administration, Incident and Problem Management, Knowledge Management, Reporting, Gauge, and Integration with Web Service.
• Manage requirements and reviews on Workflow, Performance Analytics, Visual task Board, and Reporting, Homepage in ServiceNow.
• Experience in enhancing the ServiceNow functionality by customized JavaScript code to support the new business needs.
• Experience in Server Script (Business Rules/Script Include/Service Catalog) and good understanding of Server/Client API.
• Experience in managing process, technology, and IT service management solutions, ITIL processes, and customizing and configuration of ITSM tools.
• Configured Applications using the Service-Now tool used in ITIL Management. Strong understanding of ITIL V3.
• Expertise in Design and configuring ITSM and customizing the applications using JavaScript, AJAX, HTML and DHTML in ServiceNow.
• Experience in Service Now discovery configuration to populate CMDB.
• Expertise in developing Client Scripts, Business Rules, UI policies, UI actions, Script Include, SLA, Import sets.
• Expertise in scripting using Glide Script, Java Script, Jelly Script, AJAX.
• Knowledge in using Glide Scripting for creating UI Action and business rules.
• Integration of ServiceNow with LDAP, Single Sign On, SCCM.
• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing and user acceptance testing.
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Experience in integrating ServiceNow Active Directory and with various Java-based Web services, JIRA, BMC Remedy.
• Experience in creating and configuring the SLAS as per the requirement.
• Experience in working with Workflows, Import Sets, and Update Sets.
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Expertise in designing and developing custom applications in ServiceNow.
• Experience working with various versions of ServiceNow.
• Working experience with relational databases like Oracle, MS SQL Server, My SQL.
• Hands-on Experience and Good Knowledge on Angular JS Frame Works.
• Experience in designing User Interface (UI) applications and professional web applications using HTML 4.0/5, CSS2/CSS3, JAVASCRIPT, JQUERY, AJAX, JSON, AND XML.
• Technical skills encompass Java, J2EE (JDBC, Servlets, JSP, Custom Tags, AXIS, WSL, JMS, JNDI, jQuery, Web services (SOAP, RESTFUL), spring & Hibernate frameworks), ORM, XML, HTML5.0, CSS, DHTMLX, Agile, UML, JSON, AngularJS, JSTL, Apache, LOG4J, Jelly script and Java Script, HP Quality Centre 10.0 and 11.
• Experienced in the management of all phases of the application lifecycle and best practices including Requirement Gathering, Design, Development, Testing (application code and user acceptance).

TECHNICAL SKILLS

Web Technologies: HTML, JavaScript, CSS, JSON, AngularJS

Languages: Java, SQL, JavaScript, XML

Software Methodologies: SDLC, Agile, Scrum

Databases: SQL Server 2008/2012, Oracle 10g

Testing Tools: HP Quality Centre 10.0 and 11

IDE: Eclipse

ITSM Systems: ServiceNow(Jakarta, Istanbul, Helsinki, Geneva, Fuji, Eureka etc.)

ServiceNow Administration: Service Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access management (RITM), LDAP, Personalizing Forms, Personalizing Lists, scripting, create update sets, Move update sets between instances, ICM changes.

Operating Systems: Windows XP, 7, 8.1, 10, Linux, Mac-OS

ITSM Tools: Service Now, ITSM suite ITIL

PROFESSIONAL EXPERIENCE

Confidential, TX

ServiceNow Developer/Admin

Responsibilities:

• Responsible for Implementation, Customization and Maintenance of ITIL modules such as Service Catalog, Knowledge Management, Incident Management, Change Management, Problem Management, CMDB In ServiceNow.
• Perform day-to-day administration of the Service-Now tool including all the modules, business relations and tables.
• Work on Workflow Administration, Reporting, and Form/UI configurations, Notifications, Data Imports, UI Policies and Client Scripts.
• Coordinate test efforts between end users and the build teams, while tracking build progress and issue resolution. Work with senior management to coordinate team progress and facilitate efforts to complete stories in the backlog. Participate in Requirements gathering workshops, design, code, and test reviews cycles.
• Configuration of Email notifications and Alerts to notify users about specific activities in the system.
• Experienced in the analysis, development, and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, and Configuration Management including setup and configuration of MID Server and Configuration Item Discovery.
• Configuration & Customization of ServiceNow.
• Creation & Maintenance of ServiceNow Reports, Saved Searches & Dashboards
• Creation & Maintenance of Workflows, including Approval Workflows
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, implementing new functionality, and homepage customization.
• Experience working with GRC automation process and control.
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages, and other UI elements for ServiceNow modules.
• Created new Business Rules/Script Including/Client catalog script/Client Script.
• System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Security, Users, and Groups.
• ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Manage system configurations, gather and document user and process requirements, develop workflow customizations, and support quality assurance teams.
• Perform core configuration tasks.
• Exporting and importing data in XML files.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Document business requirements/ process and build solutions.
• Modified Operational/Production/Resolution Categorization structure per Customer desired workflow.

Environment: ServiceNow, ITIL, JavaScript, JSON, JQuery, Web Services, SOAP, SQL, XML, Angular JS.

Confidential, MO

ServiceNow Developer/Admin

Responsibilities:

• Perform day to day Administration of ServiceNow in Development, Test, Production environments to maintain business services and configuration item relationships in ServiceNow.
• Creation of user accounts, groups, roles, creating new and updating existing catalog items. Created, published & retiring knowledge base articles.
• Experience in creating Catalog items, record producers, user guide and support with email notifications, reports and workflows.
• Designed and implemented custom UI for lab users using Angular JS, JavaScript and HTM.
• Designed and implemented custom classes for enabling dynamic Inbound REST calls which was not provided by ServiceNow
• Create Order Guides according to the client requirement.
• Worked on modules like Service Catalog Requests, Incident Management, Knowledge Management and Change Management.
• Involved in designing topics through Virtual Agent. (Virtual Bot)
• Customizations to virtual agent flow and integrated with MS Teams as per OOB approach.
• Experience with customizing Virtual agent on service portal.
• Involve in analyzing the requirements and Change Management activities for new enhancement process for organizational change and application change in the wok around.
• Experience in customizing workflows for change module like Standard Change, Normal Change, Emergency Change
• Maintained and administered the implemented instance of ServiceNow modules including: Incident, Change, Problem, and service Catalog.
• Writing Business Rules, Client Scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Create and load catalog items and record producers.
• Developed a website using Java Servlets and REST Web services for the credit card payment through PayPal API
• Worked on customizing user interface including forms, lists and created record producers for incident and change management in Helsinki and Istanbul version
• Created various front-end forms, and associated Client Scripts, UI Policies, including advanced customizations that require modifications of UI Pages/Macros.
• Build reports, gauges and home pages.
• Helped customer realize business value from CA Clarity PPM tool. Designed and implemented PPM solutions for Project Management, Portfolio Management, Financial Management, Time Management,
• Define processes to monitor and evaluate the performance of key Portfolio components. Analyzing risks and benefits during "Phase Gate reviews"
• Optimize and Balance the Portfolio for performance and value delivery. Evaluate Trade-offs of Portfolio objectives- balancing of short-term goals against long-term goals.
• Create and use update sets to move customization between systems.
• Search, populate and customize the knowledge base.
• Involved in providing Implementation and production support for service Catalog, Asset Management, Knowledge Management modules.
• Integrated Twilio with ServiceNow for Voice Alert Notification using REST API.
• Handles incident resolution for ServiceNow instances and tenants including troubleshooting and patching.
• Assisted in enforcement of development deadlines and schedules.
• Managed users and groups access rights, business rules, global controls and scripting.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Developed operational requirements documentation and train operational staff to maintain solution.

Environment: Service-now Asset, Change Management, CSS, HTML, Web Services, CMDB, MS SQL server 2008, Angular, Ajax Service Oriented Arch, Web Services, File builder, Service-now Module Testing.

Confidential, NJ

ServiceNow Developer/Analyst

Responsibilities:

• Gathering detailed Business and Technical requirements from customer for development of Service Requests
• Transform functional requirements into detailed technical designs that represent actionable development tasks
• Attended review meetings and project meetings, Analyzed Business Requirements and Functional
• Specifications and performed Service Catalog, Incident, Problem and Service Level Management Implementation.
• Experience working with client-side scripting (UI Policy, Client Scripts, UI actions, Glide Ajax) and server-side scripting (Business Rules, script includes ACL, UI action,
• Workflow Editor)
• Transform Maps and Schedule Jobs.
• Creation and customization of Catalog items, with defined workflows, creation of record producers.
• Design notifications, inbound actions as per the requirement.
• Update sets, Deploying update sets from non-production to production instances.
• Modifying OOB widgets and creating custom widgets and resolving service portal issues
• Worked on dashboards and reports.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Change Management, Asset Management, Service Request Management (Service-Catalog)
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules
• Configuration and customization of Help Desk and different Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements. Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation
• Experience on developing Content Management System (CMS) and Jelly Scripting solutions on ServiceNow
• Responsible for creating homepages including basic Reporting. Analyzed various problems and created new solutions and new techniques
• Worked on CMDB and Asset management. Performed Data migration to import data from other
• Applications and external databases. Implementing ServiceNow Discovery and CMDB and integrating with Change management
• Created Update sets to move customizations between different systems
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal / external systems and tools
• Performed System and integration testing with sample/live data with Support Services team. Budget management for all ITSM, Service desk and QA departments

Environment: ServiceNow, ITIL, ITSM, HTML, JavaScript, Web services.

Confidential, NYC, NY

ServiceNow Admin/Developer

Responsibilities:

• Use Administration of common platform applications: Knowledge Base, Service Catalog,
• Workflows, SLA’s, Reporting etc.
• Core Application Administration: Policies Interactions, Application Security, Events Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and auto import of data into service now.
• Defining Service Level Agreements SLAs, notifications, and reports.
• Develops new applications from beginning to end.
• Involved in activities like Instance cloning, patch upgrade and post Implementation after clone.
• Created SOAP message functions and configured it to be sent through Mid server.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Populated CMDB by importing data of IT assets into the system.
• Integration of Service Now with BMC Remedy for ticket creation on change submits.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommended appropriate design alternatives to be implemented based on customer constraints.
• Developed and executed plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance and Ongoing Maintenance.

Environment: ServiceNow, Windows 8, JavaScript, Jelly Script, My SQL, XML.

Confidential, Atlanta, GA

UI/ Web Developer

Responsibilities:

• Created some UI screens using HTML and JavaScript, jQuery, CSS.
• Designed and Implemented Hibernate as Data Access Layer for efficient database management and caching.
• Involved in developing design specifications, website architecture and web application based on the provided functional and requirements and design layout.
• Developed the web application using MS SQL SERVER, HTML and JavaScript.
• Developed MS SQL Packages, Procedures, Triggers, Cursors and Functions according to the requirement.
• Designed and Developed Database using MS SQL. Extensively used select, insert, update, delete, and join between queries while maintaining the database.
• Used JavaScript as the scripting language and is used for detecting the visitor's browser, validating the forms, providing event functions, animation etc.
• Developed the front end of the portal using HTML, JavaScript, AJAX and CSS.
• As a developer, coordinated with onsite team and client in understanding the business process and requirement understanding.
• Involved in setting up the environment, installing the application and web servers.
• Developed Back Office and Front-End forms/templates with Validations for Login, Registration, maintain security through session / application variables, deliver dynamic content using HTML, JavaScript and Java as required.

Environment: HTML, CSS, JavaScript, XML, XHTML, DOM, DHTML, Eclipse MS SQL Server, Tomcat Server jQuery.