SUMMARY

• 9+ years of Service Now experience worked with Fuji, Dublin, Geneva and Eureka with strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions using the knowledge in ITSM tool and ITIL processes.
• End to End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies.
• Hands Experience on Business Rules, Client Scripts, Schedule Jobs, UI Actions, UI Polices.
• A Service Now Technology Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Have good experience with Business analyst in service now implementations.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for Service Now enhancements.
• Excellent knowledge of developing web services and relational databases.
• Participated in workshops with Service Now partner teams to help companies implement Service Now using best practices in ITSM.
• Create an access control rule (ACL). Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Hands on experience in using troubleshooting skills like wire shark and trace route.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing JavaScript to implement additional features, customizations and enable the process flow.
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Strong skill set in the Service Now suite development including SOAP/REST integration.
• Web services, Discovery, Workflow, and CMDB. Implemented of Discovery from scratch, by installing MID Servers on remote desktops. Configure Service-Now tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• 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.
• Functional knowledge and implementation experience of IT Service Management (ITSM)frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Leveraging knowledge and experience to deliver end-to- end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Hands-on experience in designing and developing Optimization UI screens for Rate Structure, Operating Cost, Temperature and Predicted loads using JSF my faces, JSP, JavaScript and HTML.
• Experienced in Creating combined deployment descriptors using XML for all the session and entity beans.
• Leveraging knowledge and experience to deliver end-to- end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Possess a strong coding experience using Core Java.
• Knowledge and experience with report delivery methodologies, analytic modeling, and data visualizations for Key Performance Indicator, scorecards, and process flows.
• Knowledge about Business Objects Security Model and experience with Business Objects Security Implementation.
• Knowledge in Crystal Reports and Crystal X Celsius (Dashboards).

TECHNICAL SKILLS

ITIL: ITSM, Service Now, JavaScript, HTML, CSS.

Programming Languages: C, C++, Java, SQL, PL/SQL, Hive QL.

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC Servlets, JSP, JSTL, Ajax, EJB.

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML.

Databases: Oracle 10g, MySQL.

Database Tools: SQL Client, TOAD, SQL Developer.

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat.

IDE: Eclipse, Net Beans, TOAD.

Version Control Tools: CVS, SVN.

Business Intelligence Tools: Business Objects 6.5.1/XI R2/XI R3, Web Intelligence 2/2.5/2.6/2.7, Crystal X Celsius, Crystal Reports .

PROFESSIONAL EXPERIENCE

Confidential, Phoenix, AZ

Service Now Admin/Developer

Responsibilities:

• Developed Service Catalog items based on the requirement.
• Developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Maintained the Configuration Items and modified the forms and form Sections.
• Experience in Web Services, Rest, SOAP, WSDL.
• Developed reports as per requirements from management.
• Defined and configured DISCOVERY schedules, worked on DISCOVERY, set up mid servers and check for the connectivity.
• Working with Discovery tools to discover and Import Configuration items into Remedy CMDB.
• Worked on Discovery tool and set up mid servers and check for the connectivity, expertise in troubleshootingDiscovery tool.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting.
• Strong experience in customizing the form design and form layout for various forms in the ITIL Process like Incident, Problem and Change management in Service Now.
• Manages users, groups and roles.
• Worked with windows team, network team and Asset Management team in order to check for the data collected through discovery is accurate.
• Worked on Asset Management and loaded the data into it.
• Configured multiple forms for Asset Management module using Configuration Management Database.
• Created transform maps both automatic fieldmappingand scripting.
• Experience in working with UAT tool for testing the developed application.
• Built integrations between existing Retail toolsets and Service Now to drive efficiency for the Service Desk, Retail, and Deployment teams
• Worked on Email Notification, Reports and Database views.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Expert in writing detail system use cases, developing business test cases, and working with QA teams during testing phase thereby facilitating acceptance testing with stakeholders and businessusers.
• Provided support for the HR case management form and customized its work flow upon few changes in the company infrastructure.
• Integrated HR case management with work day in order to keep employee information in sync with existing organization work day solution.
• Worked on CMDB, Asset management and Software Asset management.
• Performed Data migration to import data from other applications and external databases, and SCCM.
• Worked on end to end implementation of various third party monitoring tool Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the Service-Now platform.
• Worked with clients to assess current state processes and tools, defined Service-Now requirements and developed and configured the Service-Now platform.
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
• Implemented Project Portfolio Management.
• Performs migration activities (Dev to Stage, Stage to Prod).

Environment: SERVICE NOW(Dublin, Fuji, Helsinki), JavaScript, Java, Html, CSS, Glide Script, Web Services.

Confidential, Warren, NJ

Service Now Admin/ Developer

Responsibilities:

• Worked on AWS Cloud Watch integration with Service Now. It is created an incident in Service Now.
• Hands Experience on monitoring tool with Service Now integration.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Worked on integrating CA performance with the Service now using web services.
• Business Requirements gathering from the Stakeholders and documented the requirements
• Experience in working on the ITIL process configuration i.e Change Management system.
• Used Power shell scripting language for customizing the existing work flows.
• Created event binding rules to monitor incoming events.
• Created Inbound Email Integrations for creation of Service Requests and Incidents for event management.
• Worked on Pager Duty integration. Pager Dutyprovides alerting, on-call scheduling, escalation policies and incident tracking to increase uptime of our apps, servers, websites and databases.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Develop and manage application code, user interface, and third-party integration components.
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes.
• Responsible for the design, development and implementation ofmappings/transformations based on source-to-target specifications.
• Functional knowledge experience and implementation experience of ITSM frameworks, Service WatchandServiceMapping.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Setup MID Server used by Discovery and troubleshooting problems with the tool configurations. Worked on Configuring rules, monitors and management packs in SCOM.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Worked on integration using SOAP / WSDL / RESTFUL.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Worked on Inbound Email actions.
• Worked on Email Notification, Email Templates and Email scripts.
• On requirement provided solutions to the Asset Management team in re-building the workflow for in and out of an asset.

Environment: SERVICE NOW (Eureka, Dublin), Java Script, HTML, CMDB, CSS, Jelly etc.

Confidential, Raritan, NJ

Service Now Developer

Responsibilities:

• Design, configure, develop, and test custom Service Now forms, tables, and workflows based on business requirements.
• Extensively worked on creating Client Scripts, Business Rule, and UI Action by using Glide Form and Glide Record objects used by several other important objects.
• Created new applications and modules as per the requirement design.
• Writing Catalog client scripts and UI policies to make client side changes.
• Worked on functional requirements within Service Now for CMS, Service Catalog Management (SCM) and Incident.
• Created UI pages to use them in Service Catalog, designed buttons & context menus both on form and lists using UI actions.
• Involved in Service Now Instance upgrade from Dublin to Eureka.
• Responsible for the access control and security.
• Created some new roles to restrict the access.
• Configured the system in a way to address an organization’s business needs.
• Designed and developed workflows for Service Requests, Incident Management and Change Management.
• Responsible for overall systems and its processes.
• Imported data from various data sources using import sets and transform maps.
• Designed and implemented Service Now Integration solution with Emails, SMS and Alerts.
• Involved in all process improvement documentation, diagrams and Knowledge base tutorials used by the Admin team and uploaded each document to the SharePoint Site.
• Interface with Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.
• Queried table by using Glide Record, worked on complex log file and debugging script.
• Participated in installation and set up of the process applications that are provided with Service Now and also created custom applications.
• Configured new Approval Process, Assets, and Configurable Items.
• Defined & configured DISCOVERY schedules, worked on DISCOVERY, set up mid servers and check for the connectivity.

Environment: SERVICE NOW (Dublin, Eureka), Java Script, Html, CMDB, Discovery.