SUMMARY

• Around 7 years of professional IT experience on ITSM, ITOM, CSM, ITBM, ATF applications with Certified ServiceNow administrator, APM, ATF in ITSM, CIS and Service Mapping Fundamentals in ITOM Modules.
• Experience working on ServiceNow as Administrator and Developer in different domains.
• Extensive experience on technical implementation of variousServiceNowmodules such as Incident, Problem, Change, Demand, Request, Service Catalog, Knowledge Management, CMDB, Discovery and Service Mapping, Event Management, Custom Applications.
• Worked on ATF (Automated Test Framework) and APM (Application Portfolio Management) and PPM, CSDM, and SecOps (Security Operations) and Integration Hub and flow designer modules extensively.
• Experience in implementation and Creating Business Rules, Script Includes, Data Dictionary, UI Actions, UI Policies, Client Scripts inServiceNow using JavaScript.
• Extensive experience in creating and maintaining Access Control Rules (ACL) for securing and providing the right access to role - based applications.
• Experience in configuring Email notifications inServiceNow, Scheduled Jobs, Script Actions, and Events for any scheduled actions.
• Experience in Configuring existing workflows and creation of new workflows usingServiceNowgraphical workflow editor.
• Worked on Reports and dashboards and helped users in enhancing the UI/UX in the system.
• Knowledge in configuration of CMDB (Configuration Management), Asset management and use of Discovery and MID-Server installation inServiceNow.
• Expertise in doing CMDB bulk data loading using transform maps and transform scripts.
• Worked on integration of ServiceNow with External Authentication systems LDAP and SSO.
• Experience working in third-party integrations using SOAP and REST web services, handling XML and JSON data.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes. Implementation and Enhancement of projects.
• Experience working in third-party integrations using SOAP and REST web services, handling XML and JSON data.
• Expertise in Customization, Administration, Configuration and Integration of ServiceNow applications and Implemented Integrating ServiceNow with 3rd party tools like SOAP, REST API, Email.
• Experience working on ServiceNow Catalog Module, Service Portal, Widget creation and Application development.
• Experience with CMDB design, architecture, and implementations and CMDB CI Class management, Identifications and Reconciliation.
• Worked in the cloud discovery of Azure and AWS.
• Experience in web development and application development using HTML, JavaScript, and CSS, J2EE, XML, AJAX, Glide API’s.
• Proficient in interacting with different departments gathering requirements for the projects and for executing the Business.
• Very Good organizational, communication and documentation skills.

TECHNICAL SKILLS

Web Technologies: HTML 5, JavaScript, CSS, REST Web API

Scripting Libraries: J Query, Java Script, Apache Jelly, Angular, Python

Testing: Quality center 10.0, Confidential ALM, ATF.

Cloud: AWS,AZURE, GCS.

Networking: LDAP, SSO

ITSM Tool: ServiceNow, Microsoft, Unix.

ServiceNow Versions: Istanbul thru San Diego.

Databases: Oracle, MS SQL Server, MS Access, SQL, MongoDB.

Database Tools: SQL Client, SQL Developer.

Microsoft Tools Office: Excel, PowerPoint, Project, Visio, Word.

Software Methodologies: Agile, Waterfall. SDLC, XP, Scrum

PROFESSIONAL EXPERIENCE

Confidential, Harrisburg, PA

ServiceNow Developer/Administrator

Responsibilities:

• Involved in setting up of mid servers for discovery and service mapping.
• Gathered requirements from applications owners required for service mapping implementation.
• Moved patterns from one Instance to other Instance through Update sets.
• Configured mid server’s architecture for optimum performance and reduce noise in the network logs using discovery behaviors to get firewall clearance from security team.
• Created tables, views and custom applications as per the customer requirement.
• Created Reports and dashboards based on the requirement.
• Created Discovery schedules to discover CI’s and populate CMDB.
• Configured Identification, Reconciliation and data source precedence rules in the CMDB.
• Develop patterns/code on the ServiceNow platform for discovery and Service Mapping Process.
• Worked on automated discovery schedules IP Ranges from MID Sever.
• Worked on Discovery of Aws cloud environment.
• Worked on Discovery of Azure cloud environment and tagged based service mapping.
• Worked on Discovery of Kubernetes and application mapping.
• Involved in creation and modification of discovery schedules.
• Involved in troubleshooting discovery errors (Authentication, Duplicates, and discovery).
• Involved in implementation of event management module.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Involved in migration between various ServiceNow instances using Update Sets.
• Involved in Manual testing on Confidential Alm and Automated test framework on ServiceNow for ITOM Module.
• Created Knowledge Articles for all the work around and solutions in ITOM space on snow instance.
• Create email notifications as per the user requirements for review of Business services.
• Worked on reducing the CI duplicates count using de-duplication engine and archiving old CI’s.
• Developed integration using Rest webservice and populating the data into ServiceNow. Worked on complex workflows and flow designers.
• Develop required integration components (SSO, LDAP, etc.) with multiple systems.
• Performed San Diego Version Upgrade, performed version patching’s and cloning’s,
• Developed Next Experience UI Themes and configured ACL’s for strengthening the security across different modules.
• Customized of form design and layout for various ITIL processes.

Confidential

ServiceNow Developer

Responsibilities:

• Worked on client-side scripting and server-side scripting in U. I policies, U.I Actions, U.I Macros, Business rules, U.I Actions, Script Includes, Schedule jobs, and Workflow scripting.
• Created various workflows for Incident Management, Change Management, Demand Management, Service Requests.
• Configured service level agreement for the advanced service level agreements configuration.
• Performed administration, maintenance, and configuration of the ServiceNow tool on a day-to-day basis.
• Managed data with update sets, import sets, the configuration management database and tables.
• Developed and Managed App scripting code, User Interface, and 3rd party integration mechanism.
• Worked on integrating Cloud Management for AWS and Microsoft Azure.
• Worked on integrating Qualys using REST method to fetch data into SNOW.
• Using Knowledge Management Module, documented Workarounds and solutions in knowledge articles.
• Worked on building and maintaining Custom Applications.
• Used Software asset management (SAM) to systematically track, evaluate, and manages software licenses and software usage.
• Used Hardware Asset Management to keep a track of assets to mitigate risk and optimize cost.
• Worked on event-based integrations and single sign-on.
• Worked on Setting up Discovery Schedules for IP Ranges.
• Worked on Service Mapping for automation of application mapping.
• Created server-side scripts and client-side scripts, the script includes scripted Web Services.
• Configured/Modified Service Portal as per the client requirements.
• Developed and Maintained integrations with ServiceNow includes REST, SOAP, Web Service Architectures.
• Modified Service Catalog by including cart controls and two-step cart checkout options.
• Created new Workflows and understood how records are created based on Workflows.
• Maintain configuration items associated with ServiceNow’s global IT internal infrastructure, endpoints, services and applications.
• Support activities to identify data quality issues for CI’s and assets throughout their lifecycle.
• Leverage our Configuration Management plan for the effective management our CMDB.
• Integrated Emails to Service-Now various managements using Inbound Actions, when an Email is sent to Service-Now in a specified format automatically a ticket will be raised or updated.
• Importing data into the instance through Import sets, Transform maps for the Demand opportunities users, configuration items, locations.
• Gathered requirements for Discovery such as IP range sets and Service Mapping about applications.
• Worked on Dependency view for Configuration Items in the CMDB.

Confidential

ServiceNow Administrator/Developer

Responsibilities:

• Involved in setting up of mid servers for discovery and service mapping.
• Implemented Service mapping around 30 applications.
• Gathered requirements from applications owners required for service mapping implementation.
• Developed custom patterns for Apache webserver, Microsoft IIS webserver, MySQL and oracle application.
• Moved patterns from one Instance to other Instance through Update sets.
• Created tables, views and custom applications as per the customer requirement.
• Customized of form design and layout for various ITIL processes.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Involved in troubleshooting Service Mapping errors.
• Created Technical services as per the requirement.
• Create email notifications as per the user requirements for review of Business services.
• Involved in implementing cloud management for Aws and Azure.
• Created Discovery schedules to discover CI’s and populate CMDB.
• Created Reports and dashboards based on the requirement.
• Involved in optimizing discovery probes and sensors as per the requirement.
• Involved in post cloning and pre-cloning tasks and upgrade of the Instance.
• Involved in creation and modification of discovery schedules.
• Involved in configuring Credentials discovery on Mid servers.
• Involved in troubleshooting discovery errors (Authentication, Duplicates, and discovery).
• Implemented discovery like setting up credentials, behaviors and discovery schedules.
• Involved in migration between various ServiceNow instances using Update Sets.
• Involved in Implementation, Customization, and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Created custom Tables, Fields and configuring Access Controls over them.
• Configured Identification, Reconciliation and data source precedence rules in the CMDB.
• Involved in implementation of event management module.
• Worked on loading the data into ServiceNow using import sets.
• Wrote test scripts and performed testing to verify upgrade were performed successfully from Kingston to London version.
• Performed testing using the test scripts to verify the upgrades were successfully done.
• Involved in reviewing the change tickets on daily basis to make sure the implemented Change will not affect any other unplanned changes.

Confidential

ServiceNow Administrator

Responsibilities:

• Involved in Implementation, Customization, and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Developed several Client-side scripting, catalog scripts, UI scripts, server-side scripting based on the business requirements.
• Involved in requirements gathering and writing business related documents in ServiceNow.
• Implemented Discovery Application and created custom probes as per client requirement.
• Developed workflows and in customizing the applications inServiceNowusing Java script, AJAX, HTML.
• Managed ITIL Processes are monitoring complete system performance using diagnostic dashboards.
• Served as ServiceNow expert to guide project teams in performing functional designs.
• Clarified and assisted with technical and application configuration enquiries.
• Documented technical design specifications based on business and functional specifications.
• Configured ServiceNow tool based on client’s business requirements.
• Designed and built prototypes based on abstract ideas to shape concepts into reality and to support pre-sales activities as per client requirements.
• Using ServiceNow Orchestration performed integrations and process automation.
• Used system log to find troubleshooting and performance issues.
• Involved in various ServiceNow customizations as per client's requirement.
• Worked with business stakeholders to convert business requirements into functional requirements within ServiceNow.
• Provide training on Service-Now process, operations and capability to all required teams.
• Provided support on high priority issues for all technical issues in servicenow.
• Created custom Tables, Fields and configuring Access Controls over them.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Utilized ServiceNow Catalogfor users to create Services, Requests, and Service Items.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Involved in Production Support for all the ServiceNow related issues.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.