SUMMARY

• 7+ years of Professional IT Experience with 4 years of Experience in ServiceNow Development, Configuration, Implementation and Administration.
• Certified in ITIL V3 Foundation.
• Certified Service Now System Administrator.
• Configured Applications using Service - Now used in ITIL Management. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations.
• Functional knowledge and implementation experience of IT ServiceManagement (ITSM) frameworks and demonstrated project management skills and experience working directly with Customers and Clients.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Extensive Knowledge of ServiceNow Knowledge Base.
• Expertise with ServiceNow Content Management System (CMS).
• Expertise with ServiceNow CMDB.
• Expertise with Service Portal.
• Involved in migration process from Eureka to Fuji and then to Geneva.
• Developed business requirements and technical design documents for implementing ServiceNow.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Created Access Control Rules (ACL).Used scripting tools and ServiceNow functionality to create script for automating routine tasks being done in Service Now.
• Working knowledge of Agile methodology.
• Good hands on experience on Automation Tools(Jenkins, Bamboo).
• Good understanding of Object Oriented analysis design and application development.
• Hands on experience on Active Directory, LDAP and maintain Single Sign-On (SSO) Integration.
• Created Knowledge articles& mentored &trained business users& Helpdesk users on Service Now platform.
• Created, monitored, modified, and published service catalog workflows with approvals.
• Responsible for loading, manipulating and maintaining data between ServiceNow and other systems.
• Experience in SaaS software configuration and development using Web Services and Simple Object Access Protocol, XML, and AJAX.
• Hands on experience in web development using HTML, JavaScript and CSS and in application development using Java/J2EE.
• Experienced in the management of all phases of the application lifecycle and best practices including Requirement Gathering, Design, Development, Testing (application code and user acceptance).
• Good understanding of different Software Development Life Cycle (SDLC)models and QA Methodologies.
• Strong team player, ability to work independently and in a team as well, ability to adapt to rapidly changing environment, commitment towards learning.

PROFESSIONAL EXPERIENCE

Confidential - Schaumburg, IL

Service Now Technical Architect

Responsibilities:

• To implement custom applications in ServiceNow to accommodate business processes of HR, IT, Finance and Admin.
• Integration of other enterprise applications with ServiceNow which includes SFTPintegration and also integration with web services.
• Working on custom CMS portal which was developed using bootstrap CSS and CMS of ServiceNow.
• Involved in creation of Service Now Applications, Modules, tables, columns as per requirements.
• Configured Employee self-service portal using Content Management (CMS).
• Configured Service Desk call module for different call types and trained helpdesk working on the new call screen.
• Worked on State stories- conflicts with same state codes and reporting issues.
• Involved in creating the Business Rules, UI Actions and UI Policies.
• Created Buttons and context menus both on form and lists using UI actions.
• Data Archiving- Theoretical/ research work on activating plug-in and configuration- activated plug-in and set some on demand archive rules.
• Involved in the Service Now instance upgrade activities and creating new homepages.
• Created new Operations Knowledge base and configured knowledge base access for operations such that the team can create/maintain procedural articles that can be searched and utilized by the operations staff related to jobs. Attached manual workflow for it.
• Worked with Asset Management on filtering asset types based on model categories.
• Configured GRC- Email notifications to assignees set for 30/ 60/90 day reminders and due date reminder, date change reminder for remediation generated through observation /audit and control test.
• Reviewed current ACL's and determined how to map to new user has access.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Upgraded from Geneva to Helsinki version and UI 15 to UI 16.
• Performed testing on change task workflows, Barcode scanner working in inventory.
• Assigned Work task tickets for call type general inquiry for service desk and created templates for work tasks.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.

Confidential - Detroit, MI

Senior Service Now Developer/Admin

Responsibilities:

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Develop and manage application code, user interface, and third-party integration components.
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Performs migration activities (Dev to QA, QA to Prod).
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
• Coordinates installation of Service Now upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Developed ServiceCatalog items based on the requirement provided by the stakeholders.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
• Created notifications based on user requirements and also configured inbound emailactions to create incidents or requests.

Confidential - Plano, TX

Service Now Developer

Responsibilities:

• Involved creation of Service Now Applications, Modules, tables, columns as per requirements.
• Involved in development of Service catalog which includes creating new catalog items, designing workflows for Change management.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in Service Now.
• Involved in creating the Business Rules, UI Actions and UI Policies.
• Involved in LDAP integration with Service Now for obtaining users and groups.
• Worked on integrating Service Now with external SOAP and REST based web Services.
• Involved in the Service Now instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Involve in migration between various environments in Service-Now using update sets and import sets Worked with reporting in configuring Service Level Agreements (SLA).
• Experience working in ServiceNow versions Dublin, Eureka, Fuji, Geneva.
• Good working knowledge of the technologies web applications, networks, protocols and email (SMTP, POP3).
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Strong experience in working on user interface applications and web applications using HTML/XHTML, CSS3, JavaScript, JQUERY, Bootstrap and XML.

Confidential - Columbus, OH

Java Developer

Responsibilities:

• Design/Implement the newly introduced modules.
• Designing UML diagrams for new enhancements.
• Designed class diagrams, use cases for new enhancements.
• Creating requirement documents and design the requirement using UML diagrams.
• Estimating enhancements received from client and creating tracking documents to execute project successfully.
• Worked on User interface system using HTML5, CSS3, JavaScript, AJAX, JSON, JQuery, AngularJS, BackboneJS and Bootstrap.
• Creation of Java classes and interfaces to implement the system.
• Implementing Servlets and JSP for designing purpose - using HTML & JavaScript.
• Writing stored procedures, complex query for backend operations with the database.
• Performing unit testing and integration testing.
• Support the application during warranty and create reports on the quantity of data transmitted/received from the vendor.
• Creating tracking sheet for tasks and timely report generation for tasks progress.
• Code review, review its effectiveness, defect tracking, defect solving.
• Analyzing bugs, production problem and assigning it to offshore team members.
• Distribution of tasks and monitoring it until successful completion.
• Documentation of defects and the corresponding fixes and patches.
• Ensured smooth co-ordination between the onsite and offshore teams on delivery.