SUMMARY

• 7+ Years of experience in the IT Industry as a ServiceNow Developer/Admin. Hands - on experience in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service-Now), Extensive experience in ServiceNow development and Implementation.
• Worked on different applications like Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management, Configuration Management (CMDB), Domain Separation, Service Portal, Field Service Management, Customer Service Management(CSM), GRC, Vulnerability Management, Asset Management, Survey Management, LDAP Integration, Service Mapping, Discovery, ServiceNow Orchestration and Reporting, Flow Designer and Project & Portfolio Management and SOAP/REST Integrations and also worked on different scoped applications.
• Experience in business analysis and In-depth knowledge of full Software Development life cycle experience including requirements, analysis, design, and development and testing with different methodologies such as Waterfall, and Agile methodologies.
• Act as a liaison between stakeholders’ business users and technical teams to clarify any questions on requirements.
• Extensive experience in creating Business Requirement documents, and Functional requirement documents by interacting with stakeholders, end-users, and SMEs to gather business requirements.
• Developed various database views for the integration purposes for the stakeholders as there are restrictions on the base tables.
• Implemented bi-directional integration between Jira and ServiceNow for creating incidents and issues.
• Implemented Orchestration on various catalog items to automate complex tasks and modified existing automation to enhance the performance of the instance.
• Participated in cleaning the unwanted records within ServiceNow to reduce the performance outages.
• Worked in production support for all the Service now related issues.
• Involved in planning and coordinating the Implementation plan for every release in Service now.
• Excellent hands-on experience in Client and Server-side Scripting.
• Knowledge and experience to deliver end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development efforts, interfacing with vendors and management, and coordinating the effort of administrators.
• Deep knowledge of User Interface UI policies, data policies, UI actions, and clientscripts, activate plug-ins, manage data with tables, import sets, and update sets.
• Sets up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog requests, and items with variables.
• Hands-on experience with loading data from various data sources like File, JDBC and Web Services using Import Sets and Transform Maps.
• Worked on versions like Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston, London Madrid, New York, Orlando, Paris and San Diego releases.
• Worked on integrations with various applications and tools like LDAP Active Directory, Ansible, JIRA, Jenkins, Splunk and Salesforce.

TECHNICAL SKILLS

Specialties: ServiceNow, Agile, Data Collection.

Languages: Java, Angular JS, HTML, XML, JavaScript, Jelly

Databases: SQL, Oracle

PROFESSIONAL EXPERIENCE

Confidential, Charlotte, NC

ServiceNow Developer

Responsibilities:

• Experience in interacting with the clients, understanding their requirements, providing the sizing, and finally developing customer-facing portals and applications.
• Involved in the gathering of the requirements from the Customers and creating the technical and function-specific records.
• Collaborated with Salesforce Team and Oracle Team in ServiceNow Deal Management Integration.
• Some Business Analyst experience such as requirement gathering, creating Use cases, and defining acceptance criteria.
• Worked on Different scoped applications like IT Hygiene, GCP, Vertex.
• Integrated ServiceNow with Ansible and Jenkins using REST API. After the Request is approved, the workflow will trigger the automated jobs in Jenkins/ansible and will do the corresponding work in other applications.
• Adheres to best practices in self-service design for the ServiceNow Portal site.
• Have hands-on Experience in Integrating ServiceNow with third party and Domain separations for the external users to raise incidents in SNOW.
• Involved in the development of requirement integration components (SSO, LDAP, SOAP)
• Created scripted web services, which are used in setting up a robust process for integrating ServiceNow with a Salesforce Tool.
• Direct Web Service API of Service now, SOAP and WSDL.
• Using Orchestration workflows developed a workflow to run the Ansible job template to update the data.
• Have a good experience with Flow Designer in developing flows of catalog items in Service Catalog
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to changes and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within ServiceNow such as our users, locations, configuration items, and service catalog items.
• 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.
• Used data sources to migrate the data from excel sheets to ServiceNow through transform maps.
• 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 Notifications, 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.
• Coordinated with business stakeholders and process owners to translate business requirements into functional requirements within ServiceNow.

Environment: ServiceNow (New York, London, Orlando, San Diego), Asset Management, Incident Management, SCCM CMDB, JavaScript, CSS, HTML, Windows 10, XML

Confidential, Bellevue, WA

ServiceNow Developer/Administrator

Responsibilities:

• Involved in upgrading the instances from Fuji to Geneva and from Geneva to Helsinki.
• Have been working on Incident management, Problem management, Change management, Configuration management, and Service Request Management (Service-Catalog).
• Involved in ServiceNow scripting like Glide Script, Glide Records, JavaScript, and Jelly Script to create Business Rules, Client Scripts, UI Actions, and UI Policies.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery, and Integrations.
• Performed process mapping & gap analysis between existing & proposed implementations of the above modules.
• Specialized experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts, Actions, and Approval Processes.
• Extensive experience in working with User Management including Users, Groups, Roles and Access Control Lists (ACL).
• Development of Service Catalog, Record Producers, and Workflows which includes new catalog items, defined SLAs per request and created UI Policies, Catalog Client Scripts, Approvals, Tasks, and Notifications
• Worked on the creation of front-end forms and associating them to Client Scripts, also worked on UI policies including advanced customizations that require modification of UI pages/macros.
• Worked on Script Customization for Service Catalog/Email Template/Workflow script.
• Created end-to-end websites working on Content Management System.
• Worked on CMDB and Asset management and Created Transform maps for importing CMDB data.
• Expertise in working with CMDB and configured mid-server and pointed them to various Service Now instances.
• Experience in implementing end-to-end Service Catalog, Incident Management, Change Management, and Release Management with extensive knowledge of Content Management systems
• Using the best practice for migrating the customization from one instance to another which includes the creation of update set, preview, commit of update sets and merge operation.
• Integration of Netcool Omnibus with ServiceNow using Import Sets to auto-create Security Incidents within ServiceNow.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Update set Migration from dev to staging using schedule job based on the priority ticket and environment.
• Developing Service Catalog items/Record producers as per the requirements of the stakeholders.
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables.
• Developed, configured, and maintained Custom service requests using Advanced Interface forms in the Service Request Management application to meet the Request catalog requirements of the IT business users.
• Successfully captured the update sets and migrated from one instance to another.
• Worked on a lot of catalog items, order guides, and record producers.
• Configured inbound Email actions for IPC and Service Catalogs.

Environment: ServiceNow (London, Madrid, New York), CMDB, JavaScript, CSS, HTML, Windows 10, XML.

Confidential, Phoenix, AZ

ServiceNow Developer/Administrator

Responsibilities:

• Participate in Requirements gathering workshops, design, code, and test reviews cycles.
• Configuring and customization of all modules in service now, such as Incident Management, Problem Management, Change Management, Configuration Management, Asset Management, Service Portal, Service Request Management, Knowledge Management, GRC, Portfolio Management, and Release Management.
• Overall responsibility for the system and its processes. Service Now expert for the project. Provides training to users. Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of development.
• Technical implementation of various Integration of Workday, ITIM with ServiceNow to manage HR Administration like On-Boarding, Leave of Absence, Name Change.
• Worked on ServiceNow instance Upgrade project from Fuji to Jakarta.
• Having experience in ServiceNow implementation and development using client scripting, BR scripting general scripts like Java scripting, and glide API.
• Experience in Integrations like AD, SCCM, CAWA, xMatters, Optibot, vRa/vRo and App station.
• Successfully migrated from Remedy to ServiceNow.
• Very good experience on Discovery, MID server Configurations, discovery pre-requisites fulfillment, and discovery schedule.
• Post discovery implementation extensively worked on discovery troubleshooting by customizing the Probes, sensors, and Identifiers.
• Worked on SACM project which fine-tunes the CMDB and Discovery Modules.
• Very good experience in Service Portal development.
• Developed a standalone custom business application (using Application Studio) from scratch with SFTP functionality to pick up files and process, custom Tables, SLAs, Access Roles, Approvals, and other Task activities
• Experience as a programming developer languages/tools are ServiceNow, HTML, JavaScript, SQL, SQL Scripting, XML, and data modeling.
• Thoroughly worked in Domain separation like Data Separation, Process Separation, and UI Separation and move existing data to the domain of a new instance, which will be configured to be domain separated.

Environment: ServiceNow (Fuji, Jakarta, Helsinki, Kingston), CMDB, JavaScript, CSS, HTML, SQL Server, XML, Angular JS, JSON

Confidential

ServiceNow Administrator

Responsibilities:

• Created ACLs, Users, Groups, and Roles for Security, Approvals, and Fulfillment.
• Check ITIL processes monitoring overall system performance.
• Created Events, inbound Email Actions, and Email Notifications.
• Create and use Update Sets to capture changes and move between instances.
• Communicating with end-users, identifying their difficulties, and changing the applications as per their requirements.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Maintenance of all existing Catalog forms, enhancing based on the business requirements.
• Creating custom Reports and scheduling Reports for distribution across business areas and creating Gauges for the Homepage.
• Designed Workflows, along with standard Workflow Templates which can be reused.

Environment: ServiceNow, JavaScript, CSS, HTML, SQL Server, XML