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Service Now Consultant/administrator/onsite Lead Resume

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SUMMARY

  • 10 years of IT experience in software development, requirement analysis, Design, coding, testing, maintenance and implementation.
  • 5 years of experience in implementation/administration/support on ServiceNow.
  • A ServiceNow Technology Professional with Incident Management, Problem Management, Change Management with extensive knowledge on implementing HP uCMDB integration with ServiceNow.
  • Strong System Administration and Troubleshooting experience in different versions of ServiceNow: Calgary, Dublin, Eureka, Fuji, Geneva, Helsinki
  • Experience in working with CMDB, populating CMDB, configuring Discovery, setting up MID servers.
  • Experience in configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
  • Experience in migrating code between various environments inServiceNowusing Update Sets.
  • Sound knowledge in Java Script, SQL and PL/SQL.
  • Functional knowledge and implementation experience of ITSM frameworks.
  • Development of code for UI Pages using Jelly, UI Actions, Script includes, MID Server script include, client script, UI Policies, Business Rules, Glide Dialog Window, Glide Dialog Form and Processor.
  • Expertise in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
  • Experience in Core Java, Web Application Development and Maintenance Services using Java, J2EE (JSP, Servlet) .
  • Good Domain Knowledge of Insurance, Banking and Energy and Utilities.
  • Good background in Object - Oriented analysis and design.
  • Possess good problem analysis skills with ability to follow project and coding standards.
  • Administration in HP Operations Manager, HP NNM, HP Asset Manager, HP UCMDB
  • Experience in SQL queries and administration.
  • Experience in integrating HP Service Manager or ServiceNow with other tools using SCAuto, Connect-It.
  • ITIL V3 (foundation) certified professional.
  • HP Service Manager 9.X implementation (HP0-M43) certified professional.
  • ServiceNow admin certified.
  • Modules implemented: ESS, Incident Management, Change Management, Service Management, Problem Management, Configuration Management, Request Management, Knowledge Management, and Service Catalog.
  • Strong System Administration and Troubleshooting experience in Peregrine Service Center, HP Service Manager, ServiceNow and CA Service Desk.
  • Sound knowledge in Java Script, SQL and PL/SQL.
  • Committed team player with strong analytical, problem solving and communication skills, and ability to quickly adapt to new environments and technologies.

TECHNICAL SKILLS

ITSM Tools: Service-Now ITSM Suite, HPServiceManager, HP Asset Manager, HP Ucmdb, Cherwell Service Management

Operating Systems: Win Client (7, Vista, XP - Pro, 2000, etc.), Win Server (NT, 2000, 2003, 2008)

Programming Languages: Core Java, JSP, XSL, HTML and JavaScript.

Frameworks: ITIL, Agile, Hibernate, Struts

Tools: Eclipse 3.1.2, Oracle Documaker, SVN (Version Controlling), I-Net Crystal Clear 11

Web Servers: Tomcat Apache 5.5, Websphere 7.0, JBoss

Web Technologies: JSP, JavaScript, web services, HTML.

Databases: MySQL, Sybase, Oracle

Business Domains: Retail, Banking and Financial Services, Energy and Utilities

PROFESSIONAL EXPERIENCE

Confidential

Service Now Consultant/Administrator/Onsite lead

Responsibilities:

  • Designed and Developed company-wide Service Catalog that offers a collection of services
  • Involved in customization of UI for a knowledge base
  • Created customized login pages, search pages with drop down list in search bar
  • Configured and retrieved the service catalog items from the databases for user friendly in UI actions
  • Involved in creating IT News Flash where the day to day news gets scrolled by using the knowledge articles
  • Involved in Creation and modification of various UI Policies, Data policies, Client scripts, Business Rules, Script includes, UI Actions
  • Expertise in end to end Testing, Analysis, Development and Implementing ServiceNow Platform Upgrades starting Dublin to Helsinki and other patch Upgrades. Lead Developer on three major upgrades (Fuji, Geneva and Helsinki).
  • Created record producers
  • Designed and developed the application UI configuration with Salesforce
  • Worked on Scheduling script within ServiceNow
  • Worked on Configuration Management Database (CMDB) and Asset Management Database (AMDB)
  • Created Web service integration for external system to Create or Search records on CMDB CI table
  • Worked on Configuring the IP Addresses to help find out the un discovered CI's into CMDB
  • Extensively worked on Glide Scripting and background scripting
  • Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes
  • Developed Inbound actions, contains a third-party email can generate an incident/request in ServiceNow
  • Met all service level agreements (SLA’s) and delivered all significant result and deadlines
  • Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions
  • Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes
  • Configuring email with the SMTP and POP3 protocols in ServiceNow
  • Creation of advanced workflows
  • Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web services, CSS, HTML5
  • Done the Java coding to automate the migration process and SOAP/REST was used to interact with ServiceNow platform

Confidential

Service Now ITSM Technical Lead

Responsibilities:

  • Working as a technical lead on the Integration.
  • Involved in writing the SOAP messages/Methods, Scheduled jobs, Transform Maps.
  • Defined the Attributes mapping from HP uCMDB to ServiceNow CMDB.
  • Development ofServicecatalog which includes creating new catalog items, designing workflows and execution plans.
  • Created Update sets for all the development and did the Code Movement to the PROD environment without any issues.

Confidential

Offshore Technical Lead ServiceNow

Responsibilities:

  • Involved in Aligning the OOB IM, PM, CM process as per the required Customizations.
  • Wrote the Business Rules, UI Policies to support the existing validations and calculations
  • Also involved in Migrating the data from the Legacy tool to ServiceNow by Configuration integration source in SNOW to point directly to HP SM database using JDBC/Data Source.
  • Support in the configuration of “Service Now” (menus, fields, minor work-flow changes, etc.)
  • Developing “Service Now” work flows based on business process requirements
  • Optimizing workflow, integration and other aspects of the tools utility in a system management environment
  • Clearly understand/review the customers’ design standards vis-à-vis the organization's design standards and suggest improvements
  • Support team members technically and functionally
  • Understand the Service Level Agreement for supported environment.

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