SUMMARY

• A Qualified IT Professional with 7+ years of experience including 5+ years of experience as a Service - Now developer and administrator.
• Experience in Service Management and Service Delivery Process. (ITIL Frame Work).
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
• Extensive experience of integrating ServiceNow with 3rd party tools and implantation of SOAP and REST API.
• In-depth knowledge of the technical implementation of Discovery, Incident Management, Change Management, Service Catalog, Reporting, and Integrations includes LDAP, Altars, SAML 2.0 and SCCM.
• Expert on ServiceNow Discovery module, comfortable deploying discoveries in a multi-datacenter environment. Proven ServiceNow implementation experience.
• Experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Developed lot of Service Catalog items.
• Ensure that technical designs meet functional design requirements as well as maintain the integrity and sustainability of the application.
• Create and maintain API and data integration processes between ServiceNow and other services.
• Experience within the ITSM environment such as ServiceNow -Siebel, ServiceNow - Webservice integration with third party application, HP SM - MS exchange.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Expertise in Multiple CMS tools (Jelly, Glide) and implementing systems using the Agile/Scrum methodology.
• Functional knowledge and implementation experience of ITSM frameworks.
• Hands On experience in using existing methods and procedures to create possible solutions to moderately complex problems.
• Experience in Implementation, Integrations and Configuration of different modules of Service-Now.
• DevelopedSQLLoader control programs, interfaces and PL/SQLvalidation scripts to transfer flat file data into oracle database.
• Experience developing applications using Java, J2EE, JSP, MVC, Hibernate, JMS, JSF, EJB, XML, AJAX and web based development tools.
• Loads, manipulates and maintains data between ServiceNow and other systems.
• Possess excellent communication, project management, documentation, interpersonal skills.

TECHNICAL SKILLS

ServiceNow: Change Management, Incident Management, Problem Management, Service Catalog, Integration with Third Party Tools, Configuration Management, Reporting, Discovery and Integrations, Client Side and Server Side Scripting, Client & Server API's, Glide Aggregate, Glide Record, Administration, Reporting, Email Notifications, Creating/Editing Home pages, Personalizing Forms.

Business Analysis: Requirement analysis, business rules, data flow diagram, flowcharts, business process modeling & improvement, functional requirement Analysis, source to target mappings, gap analysis, cause and effect analysis, decision tree.

Processes Model Tools: MS Office Suite 9X/2000/XP(PowerPoint, Word, Excel, Access, and Outlook), Novell GroupWise, Banner, Lotus Notes, MS Outlook, MS Project, MS Visio.

Methodologies: Agile Modeling, SDLC model, Waterfall model, Spiral model.

Test Tools: Test Director, Mercury, Silk Testing, Win Runner and Load Runner.

Databases: Oracle 10g/9i/8i/8.0/7.0, Disaster recovery, MS Access 7.0/2000, SQL, XML, PL/SQL.

PROFESSIONAL EXPERIENCE

Confidential, Minnetonka, MN

ServiceNow Admin/Developer

Responsibilities:

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Developed solutions in the service-now platform that are ITIL V3compliant and defined business solutions for ITIL users.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Designing the Content Management System for Varian system which involved CSS and service catalog work.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Maintain the integrity of the service-now tool across production and non-production environments.
• Provide training on service-now process, operations and capability to all required teams.
• Involved in production support for all the Service-Now related issues.
• Integrated Twilio with Service Now for Voice Alert Notification using REST API.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Integrated Microsoft SCCM with Service Now for pulling the entire configuration item into ServiceNow.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Environment: Service Now Eureka/Dublin, Windows 11, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX.

Confidential, Columbus, OH

ServiceNow Developer

Responsibilities:

• Designing the Content Management System for Varian system which involved CSS.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Good knowledge on Single Sign on and event based integrations.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Worked extensively on Configuration & Asset Management, Change Management and Release Management.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Analyze problems; create new solutions and new techniques.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Has been part of end user self-service portal management.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.

Environment: ServiceNow Berlin/Calgary, Windows10, Oracle 11g, WINSCP, SQL*Plus, JavaScript, UNIX, Linux.

Confidential, Richmond, VA

ServiceNow Admin

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the ServiceNow and report related issues.
• Involved in basic SOAP message creation and Web service implementation.
• Implemented Social IT and Chat Application for the end user support.

Environment: s: Windows, Oracle 11g, WINSCP, SQL*Plus, JavaScript, UNIX, Linux.

Confidential

Web Developer

Responsibilities:

• Worked on various phase of a software life cycle: Design, implementation, verification and maintenance.
• Developed HTML and CSS codes for front-end deployment.
• Developed Web forms using PHP, JavaScript, CSS, and HTML.
• Wrote various methods to manipulate HTML and CSS in JQuery, made web pages dynamic using AJAX, JSON, and XML.
• Implemented MySQL and other relational database in various projects.
• Practiced continuous Integration, unit testing, TDD, and refactoring.
• Updated the existing Website of client’s as per the request.
• UML and Agile Modeling were used throughout development process.
• Developed dynamic pages using PHP and JavaScript.
• Wrote various methods to manipulate HTML and CSS in JQuery, made web pages dynamic using AJAX, JSON, and XML.
• Developed HTML and CSS codes for front-end deployment.
• Working as a Developer to in corporate the requirements in the ServiceNow tool in an optimal way.
• Group Manager in creating System Diagrams, Flow-Chart, and Database Diagrams using VISIO.
• Validating all the User’s Inputs through Java Scripts and Regular Expressions.
• Wrote MySQL Stored Procedures and Views for fetching of data from multiple tables.