SUMMARY

• An IT professional with about 4.5 years of Industrial experience in implementing several projects in IT Service Management and IT operations managementusing Servicenow as a platform.
• Hands on experience of 3 years on ServiceNowplatform as administrator and developer.
• Strong knowledge in ServiceNow ITSM, ITOM (Discovery, Service Mapping, Orchestration), HRSD, Asset Management modules with an end to end implementation experience.
• Adept in customization of software products from requirement analysis to system study, development, de - bugging, implementation along with assessing the business value of the requirements.
• Designed and implemented highly custom scoped and global solution as a ServiceNow developer.
• Worked as a solution architect, overseeing the development of wide-reaching functionality, ensuring the mitigation of cross-team impact risks.
• Extensively worked in planning the upgrades of the systems, design systems enhancements and monitoring capacity to maintain operational capacity in accordance with change management processes along with the documentation as required on new or existing systems.
• Designed and implemented solutions following established Configuration Management policies and standards along with the creating application in the Service portal.
• Integrated data from multiple data sources into a unified CMDB ensuring that the data quality and integrity are maintained.
• Provided technical and thought leadership in both system integration and application development, while promoting best practices in these areas.
• Comfortable in front of a JavaScript console and looking forward for an opportunity that will be challenging in this field.
• Excellent communication, leadership and interpersonal skills with proven abilities in resolving complex software / application related issues.

TECHNICAL SKILLS

ServiceNow Versions: Helsinki, Istanbul, Jakarta, Kingston, London, Madrid, New York, Orlando, Paris,Quebec

Languages: Java, JavaScript, SQL, PL/SQL, NoSQL, Python, C

Operating Systems: Windows, Mac, Linux & Ubuntu

Web Services: REST, SOAP, Scripted REST, Scripted SOAP

Network: WMI & SNMP Protocols

DBMS: Microsoft SCCM&SQL Database

PROFESSIONAL EXPERIENCE

Confidential, FL

ServiceNow Developer

Responsibilities:

• Working on the Proof of concepts of the baseline requirements from the client.
• Actively part of the documentation process of requirements, deployment plans, Quality standards, Architecture visualization, etc.
• Building customizations on a scoped application extending Customer Service (CSM) module.
• Integrated with a java application called NextGen to process and maintain Attendance and Payment Information at ServiceNow’s end.
• Developed advanced Portal widgets which included working with HTML, CSS, JavaScript, angular to meet client’s requirements.
• Was responsible for all the migration of update sets developed by various teams from one ServiceNow environment to another which involved collaboration between offshore and onshore teams, smoke testing.

Confidential, Bentonville, AR

ServiceNow Developer

Responsibilities:

• Developed several Catalog items to automate various Business Processes which included Inventories, Invoicing process, Payment Processes to support Business operations across several countries like UK, US, Chile, etc.
• Took an active part in integrating several Databases, applications like SAP, OSC, GIS and various others used by the company.
• Handled critical issues and provided support for already existing functionalities.
• Built widgets, UI Pages on Service Portal for customizing the UI to submit various requests.

Confidential, Fountain Valley, CA

ServiceNow Developer

Responsibilities:

• Works closely with Leadership, Process Owners, Department of Information Services, and Operational teams to understand business requirements, translate into technical specifications, develop the ServiceNow functionality, and ensure that administration and implementation are conducted per policy, procedures, and best practices.
• Creating and maintaining configurations and customizations to the IT Service Management and IT Business Management suites in the ServiceNow platform.
• Support existing interfaces and build new ones with a good understanding of all the available integrations of ServiceNow with 3rd party tools.
• Constantly provide new enhancements for the platform and assist team members with existing defects for the items developed.
• Integrating ServiceNow platform with external data sources to receive Capital Project Information therefore making the ServiceNow platform a one stop for Project Managers to manage their projects.
• Extensively worked on Project Portfolio Management to accommodate incoming requirements which included Creation of child tables for demand, customizations on them, designing Workflows, automating Resource Plan creation for respective teams to scope, configuring process flow formatters, standardizing the process of business operations through all these tables, etc.
• Developing service catalog items which automate various IT Services throughout the organization including workflows, UI policies, Access Controls, Views etc.
• Provide the users with a way to better track their progress and deliver the services on time by building Service Level Agreements and Reports using PA thus increasing their performance.
• Providing full support during the major upgrade process of the platform from Madrid to Orlando which involved thorough testing of existing functionalities and fixing issues if required.
• Working on numerous enhancements and defects to efficiently serve the needs of the users with constant feedback and on time delivery of the customizations.

Confidential, Atlanta, GA

ServiceNow Developer

Responsibilities:

• Built custom tables along with UI policies, UI Actions, Client Scripts, Business rules, Script includes, Workflows, Scheduled Jobs, Notifications, UI Macros, UI Formatters etc. according to the requirements in a domain separated environment.
• Provided Cascading styles to the custom process flow formatter using UI macros, UI formatter.
• Integrated ServiceNow with their in-house 3rd party application called Iarchitect using REST Web Services.
• These REST APIs included both Outbound as well as Inbound Scripted REST calls for state updates of the created ticket using the MID Server capabilities.
• Well experienced in working with JSON payload.
• Included error handling in integration scripts as well as other custom scripts to make them more robust.
• Created both out of the box as well as custom ATFs for testing all the possible business scenarios which included negative test cases.
• Integrated ServiceNow with many Data Sources which were SQL servers to pull in information into staging tables and populate ServiceNow custom tables periodically using Schedules Jobs.
• Actively participated in requirements gathering and helped in comprehending them in a thorough manner.
• Made use of metrics to pull in the most relevant information for creating custom reports.
• Customized ACLs to restrict access to the business users.

Confidential, Omaha, NE

ServiceNow Developer (Consultant)

Responsibilities:

• Worked with the business users for requirement elicitation and translated them to technical specifications.
• Responsible for the activation and configuration of ServiceNow applications to meet the business requirements.
• Built customizations using Workflows, variables, Flow Designer, Update Sets, Business Rules, client scripts, UI policies, UI Actions, Notifications, ACLs, Service catalog development, Data Imports, Glide Record and System, Portal framework.
• Handled system maintenance, upgrades, user management, fulfillment of administrative tasks and performance upkeep of existing solutions.
• Designed and developed the test approach, test plan and test schedule to effectively validate ServiceNow technology project on both functional requirements and technical specifications.
• Delivered end to end solutions on ServiceNow platform including architecting technical implementations for ITSM.
• Designed and Implemented the core integrations and platform components (LDAP, SSO, Discovery, MID Server).
• Designed, developed, and implemented the service portal within the ServiceNow Human Resources Service Delivery module.
• Part of development and maintenance of re-usable CSM solutions while collaborating with other teams to enhance its features.
• Participated in regular Agile Scrum processes and learnt new technologies and techniques that aligned with the company’s goals.
• Constantly provided with the expertise on all technical questions related to development on ServiceNow along with the development of these technical solutions, implementing them and performing the component integration tests.

Confidential, Nashville, TN

ServiceNow Implementation Specialist/ Administrator (Technical Consultant)

Responsibilities:

• Assisted client with maintaining CMDB data which is not discoverable by automated tools.
• Carried out the implementation of ServiceNow Discovery and integration of SCCM.
• Created significant planning and documentation to support the desired target end state.
• Defined and rationalized the significant amount of raw data to reliable CI data produced by Discovery.
• Created logical schedules round the clock with 6 days a week to cover the provided network range.
• Conducted solution design workshops with various stakeholder groups and business units.
• Established the setup and tested the integration between Microsoft SCCM and ServiceNow. Using the ServiceNow out-of-the-box SCCM Integration plugin to support “Microsoft SCCM 2012 v2” version 4.1.0 framework.
• Developed discovery reporting support to the client to understand the below requested information CIs that have undergone a change in the last 24 hours and of those, how many had a related change ticket.
• Percent increase in the number of CIs discovered in the Infrastructure.
• Delta percentage in the number discrepancies between CIs discovered in the infrastructure and those registered in the CMDB.
• Involved in using the Access Control Lists (ACL) to restrict Sensitive Data to all the users and allowed access to limited set of Users. Proposed a proof of Concept on Encryption Context and Edge Encryption for the same.
• Provided administrative support to user base along with monitoring and optimizing the usage and overall compliance of the ServiceNow platform.
• Strictly ensured that the system worked according to the documented user requirements by participating in identification, analysis and resolution of system problems.
• Was solely responsible for the technical specification and implementation of the service now integration with Microsoft SCCM and Secret Server credentials repository.

Confidential, Miami, FL

ServiceNow Developer (Analyst)

Responsibilities:

• Worked as a part of team to implement solutions in an Agile-SCRUM framework by writing epics and user stories.
• Programmatically built customizations and integrations with ServiceNow to suit business requirements.
• Complete development, configuration of the workflow administration to support business processes in the platform
• Delivered custom applications from inception to completion to automate and improve processes.
• Customized script-based UI policies, client scripts using Glide Ajax, Glide form, Glide User Glide Record,Glide System, etc. interfaces.
• Developed the service catalog items incorporating automation using orchestration.
• Created and configured Business rules besides development and maintenance of user online portals and system dashboards.
• Developed reports to leverage data analytics within ServiceNow.
• Validated whether the solutions developed were according to the customer requirements specified.
• Coordinated closely with clients scheduling meetings, gathering requirements, configuring the platform and demonstrated individual, functional and professional knowledge to ensure that the work products and deliverables were of high caliber.

Confidential

Software Developer

Responsibilities:

• Developed dynamic and responsive web pages using JavaScript.
• Developed server-side APIs to retrieve data from MySQL server.
• Performed unit testing using Junit.
• Administered and provided support to maintain the BMC Remedy ITSM tool being used in the organization for optimal performance which included monitoring the entire system to make sure all the system transactions are processed correctly.
• Developed and integrated code for enhancement of the application.
• Responsible for optimizing the queries and application tuning.
• Scheduling Jobs and Alerting using SQL Server Agent.
• Developed custom reports using Microsoft reporting Services.
• Writing Oracle scripts for the SQL and PL/SQL requirements for various applications.
• Optimization of the SQL queries to meet the performance requirements.
• Worked with database export & import scripts to backup database
• Received training on ITIL and ITSM technologies to further help meet the company’s requirements.