SUMMARY

• Around 9 ½ years of experience in ITSM Development as a ServiceNow Consultant in all aspects of Client engagement lifecycles including Pre - sales, Requirement gathering, Effort scoping, Developing, Product implementation, Production support and System upgrades on ITSM and Monitoring.
• Over 5 years of experience as ServiceNow suite developer and administrator.
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Working experience of various phases of SDLC such as Requirement gathering, Analysis, Design, Code Construction and Testing.
• Good understanding of object oriented Analysis, Design and Application Development.
• Created schedules, reports and monitor performance of Service-Now.
• Documented all implementations and best practices defined within team.
• Attention to detail and complex problem solving abilities from operational andtechnical perspective.
• Functional knowledge and implementation experience of ITSM frameworks.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Good understanding of object oriented analysis design and application development.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM.
• Good experience in application development using Java/J2EE, JSP.
• Multi-platform experience on Unix/Linux and Windows Server family.
• Good team Player and Individual contributor with steep learning curve and good personal skills.

TECHNICAL SKILLS

ITIL: ITSM, ServiceNow (Helsinki, Geneva, Fuji etc), HP Service Manager, BMC Remedy (Remedy 9,8, Smart IT), Java Script, HTML, CSS.

Web/Application Servers: IBM Web Sphere, Web Logic

Software Methodologies: SDLC, Waterfall, Agile

Database Tools: TOAD, SQL Developer, SQL Plus, Putty

Databases: Oracle 9i, 10g, 11g, SQL Server, MS Access

Programming Languages: SQL, PL SQL, Shell, C, C++, JAVA

Operating Systems: Windows 2000/XP, Windows NT, UNIX

PROFESSIONAL EXPERIENCE

Confidential, Seattle, Washington

ServiceNow Developer

Responsibilities:

• Performed Project Scoping, Organization and Management including Business and IT Requirements.
• Created functional and technical specifications documents for various Service Now modules.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML.
• Configured multiple forms for Asset module using Configuration Management Database.
• Worked on end-to-end implementation of CTI Integrations, Supported the team with the work flow of the integrations.
• Created the UI pages to use them in catalog items, implemented using UI scripts.
• Wrote Catalog client scripts and UI policies to make client side changes.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Integrated Service catalog module with “Net cool” monitoring tool using Web Services and fixing them.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Established and maintained effective communications with customers, other technology specialists, and vendors about services.
• Discussed the business requirements with clients and documenting them into process requests.
• Built forms from scratch along with advances customizations Confidential the level of Macros/UI page as per the complex requirements.
• Created a lot of clients scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery and Prototype.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Good knowledge on Single Sign on and event based integrations.
• Set up Configuration Management from scratch defining the CI classes and their relationships.
• Created complex transform scripts in transforming the data into the SNOW database.
• Created generalized framework for repeating problems and incidents.
• Created scheduled tasks, monitoring the ticket queues and generating statistics.
• Checked the change management document and verify the changes.
• Assisted in Release Management during product and patch releases.
• Provided training sessions on ticketing tools, reporting and data entry.
• Developed UI Actions, script includes and Business rules for overall platform.

Confidential, Mountain View, California

ServiceNow Developer

Responsibilities:

• Worked with client and gathered functional requirements within ServiceNow.
• Facilitated rollout of new applications and modules.
• Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists etc.
• Created Service Catalog and Request Workflow Design and Configuration.
• Designed the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Created Buttons and context menus both on form and lists using UI actions.
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Resolved typical Users access and roles issues by checking active directory and users table.

Confidential, Issaquah, Washington

Sr ServiceNow Developer

Responsibilities:

• Create and maintain API and data integration processes between ServiceNow and other services.
• Experience in Communicating with external web services using SOAP Messages and REST.
• Experience in loading assets into SNOW from third party system using Web Services and Import Sets.
• Implemented SN discovery, developed discovery schedules with segregated
• IP ranges as provided by the client, scanned those IP ranges and did troubleshooting accordingly almost for every kind of device like WMI, SSH, SNMP etc.
• Worked on Service Portal development with bootstrap and AngularJS. The ESS portal in ServiceNowis being replaced with the service portal to have a better end-user experience. Several high-end UI customizations are built from the scratch
• Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and Reporting and few other custom applications
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Created Database views to create reports across multiple tables.
• Created Service Catalog templates for various use cases which are used for Catalog Admins to develop catalog items.
• Managed and coordinated activities during the overall ticket life cycle in Incident and Problem Management.
• Translated business requirements into Service-Now oriented technical/procedural requirements.
• Collaborated with Technology Service desk and Service Management to evaluate requests to change, customize, and configure service now.
• Orchestration tasks were performed on remote computers using certain probes.
• Implemented Social IT and Chat Application for the end user support. Involved in various ServiceNow customizations as per client's requirement
• Built an ESS portal end to end in CMS. The ESS portal is being used by the end users to submit various requests. Used various bootstrap classes inside CMS to achieve a better look and feel of the portal
• Imported Configuration Items (CI) from third party applications using import set tables.
• Created customized and user-friendly widgets so users can access specific platform features using Service Portal.
• Created Service Portal as an alternate to CMS using the Angular JS and Bootstrap framework.
• Involved in customization of UI for knowledgebase.
• Gathered functional requirements for Service Cat alogand converted to technical requirements.
• Performed Integration between Service Watch and ServiceNow CMDB.
• Working experience in configuring and working on Discovery Schedules.
• Assessed the state of Demand Generation against what was required to increase sales opportunities, then worked with marketing and sales to develop a plan that included marketing campaigns, lead generation, qualification, nurturing, and a handoff process to sales
• Worked across IT and other Operations Divisions to design, develop, and implement ServiceNowsolutions consistent with customer requirements.
• Performed integrations and process automation using ServiceNow Orchestration.
• Working knowledge on Single Sign on (SSO) and event-based integrations.

Confidential, Dallas, Texas

ServiceNow Developer

Responsibilities:

• Created various ServiceNow applications, modules, and tables as per requirements
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions.
• Used import sets and transform maps to import data into ServiceNow.
• Created server side scripts and client side scripts, script includes.
• Created Service Catalog forms (around 250) to supports different business sector requirements and created advanced workflows to the catalogs.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Created schedules, reports and monitor performance of ServiceNow.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Worked on Service Portal which includes Customizing Pages, Widgets and making use of mobile friendly client scripts
• Implemented PPM module and APM modules from Scratch.
• Documented all implementations and best practices defined by the team.
• Perform day to day administration of the ServiceNow tool & maintained business services, configuration item relationships in ServiceNow.
• Performs core configuration tasks including system policies, business rules, and client scripts.
• Managed data with Tables, Import Sets, and Update Sets.
• Created workflow activities and approvals. Implemented new workflows that use a variety of activities to understand how records are generated from workflows.
• Performed migration activities (Dev to UAT to Prod).

Environment: ServiceNow Istanbul, Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Change, HTML, CSS.

Confidential, Deerfield, Illinois

ServiceNow Consultant

Responsibilities:

• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions.
• ServiceNow instance core setup and configuration and customizations.
• Designing solutions to enhance IT service requests in Service Request Management module by developing JavaScript programs and workflows.
• Design and Development of Applications and modules to deliver the client’s business requirements.
• Unit testing of deliverables.
• Timely support to resolve any implementation and performance issues reported on tool.
• Design and Configuration of workflows for multiple type of changes as per the Change Advisory Board requirements as part of the Change Management modules.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Configuration of Email Notifications and Alerts to notify users about specific activities in the system
• Developed custom probes and sensors to update the CMDB through ServiceNow Discovery.
• Involved in the initiative for upgrading the ServiceNow from Fuji to Helsinki version and Helsinki to Jakarta version successfully.
• Integrated Confidential Incident management with UNISYS Service request management system (SRMS) using web services like SOAP API.
• Designed and developed a custom orchestration activity in ServiceNow to automate Oracle Password Reset.
• Involved in the Knowledge Management, Problem Management, Incident Management, and Demand & Release Management enhancements.
• Facilitating the continuous service improvements with in Incident Management, Change Management and Service Request Management modules.
• Performing environmental promotional activities from Devto Stage and Test.
• Create monthly metric reports for IT management teams and assist with scheduling data exports to application owners.
• Designed various custom ServiceNow reports for enhancing higher level management for monitoring the performance of various support teams.
• Work with application owners to update workflow tasks and approvals for automated processes.
• Well versed with SCRUM SLDC methodology to develop the custom features in ServiceNow tool.
• Suggesting the best practices of ServiceNow and ITIL processes across various business groups.