SUMMARY

• A Qualified IT Professional with 9 years of experience including 5+ years of experience in ServiceNow.
• Experienced in development using HTML, DHTML, JavaScript, jQuery and CSS for developing the front - end designing and the validations.
• Proficient in design and development Web based applications using JavaScript Framework.
• Experience in cloud applications and security associated with cloud computing (SaaS environment).
• Experience in working on MVC pattern using AngularJS, creating user interface and single page web application.
• Expertise in UI Actions, UI Policy, UI Pages, Business Rules, Client Scripts, Script Includes, Catalog Client Scripts, Catalog UI Polices, Email Notifications, Scripted Web Services, Rest and SOAP web services, Roles / Groups to name a few.
• Followed the AGILE and Waterfall Methodologies on various projects. Having knowledge on Software Development Life Cycle (SDLC), Project Management Principles and providing end-to-end ITSM, ITOM solutions using Service Now.
• Experience in ITIL tools like BMC Remedy, HP Service Manager and various ServiceNow modules, SDLC, ITIL tools, and integration in ITSM environment
• Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
• Configured LDAP Server, for pulling user and group data from Active Directory.
• Worked on LINUX /UNIX environments and expertise in database languages like SQL, Oracle.
• Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map, script.
• Experience in using Orchestration Core to interact with outside applications and automate process.
• Extensive experience of integrating ServiceNow with 3rd party tools and implantation of SOAP, REST API.
• Configured SAML 2.0 Single Sign-on authentication, OKTA Single Sign-on authentication.
• Strong team player, efficiency to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning.
• Hands on experience on various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, Cloud Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services.
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• ServiceNow Administration and Production support including maintenance of lower life cycle instances.
• Functional knowledge and implementation experience of ITSM frameworks.
• Expert on ServiceNow Discovery module, comfortable deploying discoveries in a multi-datacenter environment. Proven ServiceNow implementation experience. Multi-domain/service provider model experience within a ServiceNow platform.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Create, monitor, modify, and publish service catalog workflows with approvals. maintain Single Sign-On integration
• Familiar with ServiceNow Content Management System (CMS)
• Configuration Development and development of Requirement Integration components (SSO, LDAP).

TECHNICAL SKILLS

ITSM Tools: ServiceNow, BMC Remedy ARS 8.1, Service Desk, Service Request Management, Change Management, Remedy Asset Management, Service Level Agreement, PPM, Performance Analytics, Discovery CMDB, Service Watch, Integrations and Orchestrations, Mid-Tier, DSO, Remedy Migrator, BMC Atrium CMDB, Remedy Approval Engine.

Web Technologies: XML, HTML, Java, Java Script

Database Tools: Oracle 11, SQL Server-2000/2005, Sybase

Operating Systems: Windows, UNIX, Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, Crystal Reports 10, Crystal Enterprise, Business Objects, ER win, MS Office, MS Visio WINSQL, WINSCP.

PROFESSIONAL EXPERIENCE

Confidential, Reston, VA

ServiceNow Architect

Responsibilities:

• Implemented different modules of Service Now as per client's requirement and process - Incident Management, Problem Management, Change Management, Asset Management, Cloud Management and Service Catalogs.
• Demonstrated experience with developing solutions in the ServiceNow ITSM tool (Jakarta Release).
• Extensive experience with ServiceNow (including experience in their latest release (Jakarta)) and ITSM concepts.
• Design, administration and development in ServiceNow Jakarta release Cloud Management component Setup and configure cloud items pertaining to resource policies, governance and the population of the Cloud Service Catalog.
• Deliver scalable designs utilizing ServiceNow’s Jakarta platform.
• Experience in cloud applications and security associated with cloud computing (SaaS environment).
• Experience in configuring/customizing Amazon and VMware Service Now cloud provisioning service catalog applications.
• Created Applications, Modules, Tables, Columns as per the requirement specifications in ServiceNow.
• Developed custom widgets in the Service portal using AngularJs, Bootstrap, and the ServiceNow API.
• Created custom widgets, headers, footers, content pages, landing page.
• Created responsive pages to adjust the contents dynamically for tablets and phone.
• Strong ability to create and enhance custom Service Portal pages and widgets as well CMS pages.
• Development of UI pages using HTML and jelly scripting for SP (Service portal).
• Exceptional experience in UI design and development both web pages and Service Portal.
• Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
• Development of Service Catalog includes creating new Catalog items, designing workflows and execution plans.
• Worked as one of the key members on the Business Product Management Team to analyze process performance, determine and implement process improvements for Service Now, related to true functional code or enhancement changes to Service Now.
• Involved in internal audits to measure and assure adherence to established QA standards for software development, application integration, and information system performance, and corresponding documentation to describe program evaluation, testing, and correction.
• Worked with reporting in configuring Service Level 'Agreements (SLA).
• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
• Involve in migration between various environments in Service Now using update sets and import sets.
• Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance.
• Involved in redesigning the workflows using ServiceNow workflow editor, designing in Visio services and involved in reconciliation of complicated workflows to simpler form.
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.
• Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Worked on Glide AJAX and Glide Records for scripting and UI actions.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Worked on scheduling the report generation in ServiceNow as per the requirements.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Created a task for Catalog Items and Creating Record Producers in Service Catalogs.
• Developed reports like Bar charts, Pie charts, Widgets and Dashboards for scheduling reports.

Confidential, Riverwood, IL

ServiceNow Developer / Administrator

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for ServiceNow and Domain separation for ServiceNow Instances.
• Worked with client requirements and functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Implement ServiceNow customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• Actively Involved in End User Portal design, and also the ongoing support and maintenance using CMS application ServiceNow
• End-to-end development of the catalog which includes requirement analysis, catalog form design, workflow design along with the dedicated catalog home page using CMS.
• Involved in CMS page layout design, by using the HTML DIV based layout, drop zone creation along with JQUERY and CSS
• Assist in the definition of business requirements and provide definitions and updates of system design documentation.
• ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• 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
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts
• Imported Active Directory to ServiceNow using data sources.
• Created data sources and loaded the ServiceNow tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with ServiceNow 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.

Confidential, Redmond, WA

ServiceNow Developer / Administrator

Responsibilities:

• Used ITIL practices to implement ServiceNow applications in phase by phase approach.
• Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, diagnosing, resolving, monitoring, and reporting in ServiceNow.
• Created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow.
• Scheduled SLAs as per scope of tickets in ServiceNow.
• Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site.
• Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages.
• Style sheet creation for the UI page, Dynamic Content and CMS page
• Written Business Rules for customizing the tool in ServiceNow.
• Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts, Workflows in ServiceNow.
• Responsible in building Catalog items in ServiceNow.
• Responsible in building SLA and generating Reports in ServiceNow.
• Defined users, groups and roles and providing accessing permissions in ServiceNow.
• Participated in validating Form and Table level using UI Policies in ServiceNow.
• Worked with Import and Update sets in ServiceNow.
• Created Email notifications and scheduled in ServiceNow.
• Written scheduled jobs in ServiceNow.
• SMTP configuration for outgoing mail from ServiceNow instance in ServiceNow.
• Designed and scheduled workflows and automated the frequent occurring activities across applications in ServiceNow.
• Customized forms and Lists of Incident and Problem Management tables in ServiceNow.
• Used Transform maps to import Data to Configuration Management in ServiceNow.
• Maintained product catalog to import the configuration item records in ServiceNow.
• Imported the Data in different formats (excel, csv, xml) via attachments in ServiceNow.

Confidential, North Brook, IL

ServiceNow Developer

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various ServiceNow modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in ServiceNow
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand. worked on CMDB from the scratch.
• Worked on domain separation.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolved typical Users access and roles issues by checking active directory and users table.
• Created database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client-side changes.
• Created UI pages to use them in catalog items, implemented using UI scripts.
• Created Knowledge articles to document the steps in creating the catalog items.
• Worked on different kinds of variables and variable sets.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Integrated Service catalog module with “Netcool” monitoring tool using Web Services and fixed the issues which come up while the tolls are getting interacted.

Confidential

Sr. Remedy Developer/Administrator

Responsibilities:

• Involved in Design & Analysis of the Customer Specifications, Development and Customization of the Application.
• Worked on Common Request System, Problem Tracking and Time Tracking System Remedy application projects.
• Installed and Configured Remedy Action Request System and ITSM 7.x
• Involved in the development of web interface using Remedy Mid-tier web services consumed in .Net environment using C#.
• Installed and Configured Remedy Action Request System 7.1 and 7.5, Remedy Asset Management and Remedy Change Management.
• Deployed all of the developed internal applications on the web using Remedy 7.1 Mid-tier.
• Involved in installing and configuring Remedy Approval server and integrated with our internal CRS application by defining various roles and rules of the approval server.
• Involved in upgrading Remedy system from ARS 7.1 to ARS 7.5
• Worked extensively in the Remedy upgrade project of AR System Server 7.5 various Remedy utilities like Assignment Engine, Email Engine, Flashboards, Approval Server, AR server, latest version of Apache Tomcat 5.5.25 services maintenance.
• Involved in migration of definitions and data using Remedy Migrator, import and export tools from development to production system.
• Involved in implementation of Remedy Flashboards for various SLA, CTID problem ticket statistics.
• Involved with the configuring of SLA's depending on requirements of various groups.
• Configured different approval rules and roles for the current setup.
• Was instrumental in identifying CI's / Classes and relationships while setting up CMDB.
• Designed different service reports to be used by the Quality department using crystal reports.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.

Confidential

Remedy Developer / Administrator

Responsibilities:

• Gathered requirements from various business groups/users and converted business requirements into functional specifications.
• Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Remedy ITSM, CMDB & SRM 8.1 configuration and customization
• Involved in Installing and Configuring ITSM 7.5/7.6/8.1
• Installed, maintained, patched and monitored Remedy ARS to ensure the smooth operation of the Remedy applications used at Axiom. Unexpected downtimes were generally due to power and network issues and great care was taken to co-ordinate scheduled downtime for patching and migration enhancements.
• Installation and Configuring CMDB and involved in building Reconciliation Rules, Creating and Running Jobs in RE Manager, working with classes and good knowledge of Common Data Model
• Identified and defined new CIs in BMC Atrium CMDB.
• Assessed Out of the Box ticketing systems versus a home grown application for Desktop and Facilities Support groups to ensure the best and most cost effective solution to meet customer requirements (evaluation of Remedy Help Desk Application versus a Home grown desktop support application built in Remedy).
• Worked on Common Request System, Problem Tracking, and Time Tracking System Remedy application projects.
• Installed and configured Remedy Change Management application.
• Designed and deployed integration of Change Management with Asset Management using ITIL best practice and framework
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Extensively involved in creating Remedy Forms, Active Links, Active Link Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in upgrading Remedy system from ARS 7.6.4 to ARS 8.1
• Deployed all of the developed internal applications on the web using Remedy 8.1 Mid tier.
• Extensively involved in the customization of Remedy Helpdesk Application 8.1 for the support center department.
• Customization of SRM according to the client's requirements and Configure with respect to backend applications i.e Incident and Change Management.
• Involved in SRM application development and supporting the application. Configured different approval rules and roles for the current setup.
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Did Gap Analysis between the present system and the target system (to be implemented)
• Working knowledge with Unix shell scripts
• Studied the data requirements and the impact analysis on the existing schema.
• Identified the Test requirements based on Application functional requirements, participated in Test Plan Preparation.
• Written and executed test cases using Quality Center and Logged Defects.
• Involved in System test, Integration test, Regression test and User Acceptance Testing.