SUMMARY

• Around 7+ years of experience in IT industry in which 5+ years as a ServiceNow developer and Administrator and 2 years as a software QA analyst.
• Working experience of various phases of SDLC using ServiceNow design and development.
• Worked on different ITSM modules like Incident Management, Change Management, Knowledge Management and Service Catalog.
• Strong expertise in creating catalog items, record producer and order guides.
• Functional knowledge and implementation experience of ITSM framework.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, Access Control Lists.
• Expertise on designing of workflows for Service Catalog items in ITSM platform.
• Strong expertise in creating catalog items, record producer and order guides.
• Worked on User Administration part like Users, Groups creation and assigning roles.
• Have good experience in JavaScript, Glide Record, Glide Ajax scripting used in Service Now.
• Worked on Reporting, Report scheduling, Import/Export data.
• Worked on Scheduled Jobs, Email Notifications, Targeted Communications, and Special Handling Notes.
• Have good experience in creating and managing Service Catalogs, Record Producers, Order Guide, and UI Pages.
• Have Knowledge in REST and SOAP Integration.
• Created transform maps both automatic field Mapping and Scripting.
• Worked with Transform Maps, Data Sources and different transform scripts for data loads and management
• Created various workflows for Change Management, Service Requests and SLA’s and involved in redesigning the workflows using ServiceNow Workflow Editor
• Good understanding of object - oriented analysis design and application development.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.
• Worked on waterfall and agile environments.

TECHNICAL SKILLS

Languages: Java Scripting. json,HTML, CSS

Web Technologies: HTML, XML, CSS3, Java Script, json Web Services, REST, SOAP

ITSM Tools: ServiceNow (Helsinki, Geneva, Fuji etc.), BMC Remedy.

Software Methodologies: Waterfall, Agile

Tools: and Packages: MS Office, MS Visio

Operating Systems: UNIX, Linux and Windows

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer

Responsibilities:

• Working as a ServiceNow developer in Confidential Knowledge Management Uplift project enhancements.
• Developed UI Policies, Data Policies, writing Client scripts and Business rules based on client requirements.
• Creation of new service Catalog items, Order guides, Record producers and modifying the existing ones as per the new requirement.
• Designed various Home pages for Admin, ITIL users, etc.
• Creating custom Tables, Fields and configuring Access Controls over them.
• Creation of Workflows for the catalog items.
• Customizing the forms and Lists of Incident and Problem Management tables.
• Worked on configured Reports, designed Dashboards.
• Manages data with Tables, Import Sets, and Update Sets.
• Implemented Incident Management, Problem Management, Change Management.
• Using Transform maps to import Data to Configuration Management.
• Incorporating the coding standards and best practices in the implementation.
• Deploying the developed code to Test/Production instances using Update Sets.
• Providing support during the UAT process and Post Production deployment.
• Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.
• Interaction with functional/process owners over phone to understand the business processes and new requirements.
• Involved in Daily/Weekly calls with client, Gathering/Documenting requirement from client, providing the estimate level of efforts based on the requirements and distributing the work among the team members.
• Produced technical documentation and analysis of gaps in their existing ServiceNow Instance.

Confidential, Newark NJ

ServiceNow Developer/Admin

Responsibilities:

• Involved in Customization of frame outline and design for different ITIL process for Incident Management, Change Management, Knowledge Management and Service Catalog.
• Designed and implemented new functionality using UI Policies and Data Policy.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA’s.
• Worked on Helpdesk Setup which Involves in customizing several applications like Incident, Change etc.
• Created Workflow activities, approvals and implemented new workflows that use a variety of activities to understand how records are generated from workflows.
• Worked on Web Services Integrations such as inbound and out bound web services and Import Sets.
• Responsible in building Catalogs, Catalog categories using Record producers and Order Guides.
• Developed new Service Catalog items and fixed bugs in Incident, Knowledge and Change Management.
• Designed many catalog items out of which few catalog items involve integration to trigger a Catalog Item from a third-party application.
• Created SLAs and participated in running SLAs and responsible for closing successfully.
• Involved in creation of Application Modules, Tables, Forms, Links, Dictionary, UI Policies, UI Actions and Data Policies.
• Worked on User Administration Part like Users, Groups creation and assigning roles.
• Experience in customization of Access Controls (ACL’s).
• Developed, implemented, and managed Configuration Management processes and procedures.
• Increased overall awareness of Configuration Management processes to wider IT community.
• Worked with configuring and managing Configuration Management Database (CMDB).
• Assist with identifying and managing CI classes, CI attributes and relationships within the CMDB.
• Update, configure and verify accuracy of CMDB database.
• Created Email Templates as per the Company requirements and then scheduled the Email notifications which will trigger in different scenarios.
• Used Client Scripts, UI policies, UI Actions, Business Rules, Script Includes, UI Pages, Access Control lists, Background Scripts, Notifications, Inbound email actions in building deliverables.
• Deploying update sets from non-production to production instances.
• Providing Table level and Field level security Access Controls based on rules.
• Created technical specification documentation after all the work has been done.

Confidential, New York, NY.

ServiceNow Developer

Responsibilities:

• Actively involved in development of UI policies, UI actions and Business rules to implement Incident management.
• Involved in creating Custom Tables, Fields and configuring access controls over them.
• Configured events, notifications, Inbound email actions and SLA rules for incident management process.
• Developed reusable server side (Glide) scripts and Script include modules.
• Developed reusable SRM workflows i.e., Approval workflows, Notification workflows.
• Designed workflow to fetch user details from Active Directory and push into ServiceNow every day.
• Performed Unit testing to check efficiency of the workflows.
• Provided consistent support to the client and fixed several issues within the time.
• Documented all implementations and best practices defined within the team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Coordinating the ServiceNow instance upgrade activities.
• Responsible for analyzing, designing, and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to ServiceNow platform within the Service Level Agreement.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in ServiceNow platform.
• Developed forms from scratch along with advanced customizations at the level of UI Macros/UI page as per the complex requirements.
• Developed several Client-side scripting, Catalog scripts, UI scripts, Server-side scripting based on business rules.
• Responsible for gathering the requirements from the business users and clients.
• Involved with working in an agile development environment.
• Identified opportunities for standardization and improvement of processes and policies and implemented best practices.
• Capable of developing and implementing new standard policies and procedures as well as improvements to existing policies and procedures.
• Responsible for Upgrades in ServiceNow and involved in the analysis of the impact on the existing customization after Berlin upgradation.
• Prepared user manuals for the users and trained them through online.
• Configured multiple Catalog Items Front-end web/ GUI components using JavaScript, CSS, and HTML5.

Confidential, Montvale, NJ

ServiceNow Developer

Responsibilities:

• Worked on workflows and implementation of Change Management.
• Developed Client Script, Business Rules, UI Policies and UI Actions.
• Resolving day to day production issues, incidents, Catalog tasks within SLA.
• Worked on Email notification and events for the Change management.
• Worked on Reports and related issues.
• Created and deployed Update sets.
• Experience of dealing issues with business and technology users of the application.
• Experience in Create/Modify users, groups and granting roles to users.

Confidential, Somerset,NJ

Software QA Analyst

Responsibilities:

• Analyzed requirement documents and use cases to prepare the detailed Test Plan.
• Involved in requirement meetings with end users to obtain specific system requirements.
• Created scenarios as per the business process.
• Created test cases based on the Test Plan using Quality Center.
• Responsible for creating and maintaining Traceability Matrix.
• Executed test cases for Positive, Negative testing and Field Level Validations.
• Attended review meetings and walkthroughs to discuss the status of the project.
• Performed tests via navigation and workflow of the application.
• Manually checked the important features (Smoke Testing) of the application.
• Involved in the maintenance of the application and in the bug fixing of the issues.
• Performed back-end testing using SQL queries to make sure that data entered has been uploaded correctly into SQL database.
• Developed and executed SQL queries for backend testing of the database.
• Participated in User Acceptance Testing
• Performed functional testing, GUI testing, integration testing, system testing and End- to- End testing manually.