SUMMARY

• Service Now Professional with 7+ years of experience in IT industry along with 5 years of experience in Service Now implementation, integrating, development, administration and support.
• Insightful and result - driven IT professional with notable success directing a broad range of corporate ITSM initiatives while participating in planning, analysis and implementation of solution in support of business objective.
• Excel at providing comprehensive ITSM/ITIL systems analysis and full lifecycle project management.
• Hands-on experience leading all stages of systems development efforts including requirement definition, design, testing and support.
• Outstanding project and program leader, able to co-ordinate and direct all phases of project based efforts while managing, motivating and guiding the teams.
• I implemented ServiceNow/Remedy based ITSM solutions from inception at companies like Confidential, Confidential, Confidential etc. Along with implementation, I also gained experience in People Management, Software Project Management, Pre-sales and Product Management.
• Strong Mentor and coach, skilled by inspiring confidence, leading by example and building loyal, high performance teams. Very proficient in identification of skill levels of team and delegation of work based on that to fully utilize the team potential.
• ServiceNow experience in Implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC SCRUM
• Developing JavaScript and configuring workflows to implement additional features, customizations and enable the process flow.
• Supported the coordination, planning, sustaining and implementation activities for the cyber GRC applications
• Experienced in implementing and enhancing a broad spectrum of the ServiceNow platform (Incident, Problem, Change, CMS, CMDB, GRC, Scrum)
• Provided first-level support and training to end-users allowing them to fully leverage the cyber GRC applications
• Extensively worked on Geneva, Fuji, Eureka and Berlin releases of SERVICENOW.
• Experienced on Jelly Scripts/JavaScripts, AngularJS, Bootstrap, Servicewatch, Dashboards, HR Case Management etc.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management, Discovery Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Integrated Altris, SCCM, ADDM, Active Directory, Avaya CTI, Legacy Remedy Systems, HP uCMDB, IBM Netcool etc with ServiceNow.
• Developmental experience in Webservices, SOAP and REST.
• Customization and Enhancement of latest ServiceNow modules like HR Case Management, ServiceWatch, Time card module and On Call scheduling modules.
• Experience in creating Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Workflows and Email Notifications
• Proactive with Requirement/Data collection templates for Incidents, problems, SLA’s, CMDB, Software Asset management, Hardware Asset management etc.

TECHNICAL SKILLS

ITSM tools: ITSM, BMC Remedy,GRC, Service Now, Jira, CMS, and LDAP.

Languages: C++, SQL, PL/SQL, JavaScript, JQuery, HTML, DHTML, XML, CSS, AJAX.

Databases: Oracle 10g/11g, SQL Server 2005/2008, MySQL 5.0/4, MS Access

Java: JDK 1.6, Collections, Multithreading, Exception Handling, JDBC, Servlets, JSP, Struts, Spring AOP, Ajax, Hibernate

Version Control: CVS, SVN, GIT

PROFESSIONAL EXPERIENCE

Confidential, Phoenix, AZ

Sr. Service Now Developer/Admin

Responsibilities:

• ServiceNow tool development module and creation of new Groups, IT Services, Applications, Business Services, Routing rules and Blackout Freeze rules.
• Create Service Relationships between Configuration Items (CI’s) by using Business Service management Maps (BSM).
• Responsible for managing Configuration Items supporting services and ensuring information supplied is accurate and reliable.
• Supported the coordination, planning, sustaining and implementation activities for the cyber GRC applications
• Provided first-level support and training to end-users allowing them to fully leverage the cyber GRC applications
• Manage activation status, profiles and roles assigned to users and groups in ServiceNow.
• Integrate Active Directory with ServiceNow to auto populate people data using Discovery plug-in.
• Access client environment via remote desktop to unlock and reset active directory user accounts and review permissions.
• Used ServiceWatch to discover and map the relationships between IT components that comprise specific business services, even in dynamic virtualized environments.
• Experienced in implementing and enhancing a broad spectrum of the ServiceNow platform (Incident, Problem, Change, CMS, CMDB, GRC, Scrum)
• Build forms in ServiceCatalog Module and create standard workflows which are re-usable
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis
• Perform testing in ServiceNow DEV, UAT and post implementation validation of IT Service Management releases.
• Responsible for the overall management and data governance of ServiceNow supporting the ITIL processes to configure changes and updating records from the Configuration Module (CMDB), Incident, Change, Data Administration, Report, Data Quality, ServiceCatalog, Knowledge Base and User Administration modules and migrate data from legacy ITSM applications into ServiceNow.
• Provided proactive expertise and direction regarding how to best leverage the ServiceWatch tool.
• Gather and analyze requirements for submitted enhancements requests to improve incident ticketing system through automation and improve SLA of tickets completion.
• Create custom reports through the report module in ServiceNow.
• Involved in all process improvement documentation, diagrams and Knowledge base tutorials used by the Admin team and uploaded documents to the SharePoint Site.
• Interface with Project Managers, Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.
• Explain system functionality to new users and guide them to resolve organizational issues through ServiceNow instance and provide best possible suggestions (SME) and ways to achieve goals and targets within deadlines.
• Gather functional requirements from end users according to user group and configure existing applications according to user needs within limited period.
• Work on ServiceCatalogs to create and maintain categories and add contents to respective categories.
• Create new ServiceCatalog items and develop them according to product owner’s requirements and configure them with jelly and javascripting.
• Enhance UI policies and business rules by validating created applications and existing applications and modify existing applications according to user groups.
• Create new knowledge base application according to user requirements and develop UI pages using macros and work with HTML5, XML, CSS and BOOTSTRAP.
• Convert static UI pages to Dynamic pages using ING, JQUERY, GLIDE RECORD and JELLY SCRIPTING.
• Setup Mid servers used by discovery and troubleshoot problems with tool configuration.
• Worked on integrations with third party tools and Domain separations for external users to raise incidents in ServiceNow.
• Create, design and develop workflows for incident management and Service Catalogs.
• Perform requirement analysis and write testing cases.
• Complete documentation of implemented work according to internal standards and procedures of the company.

Confidential, Jersey City, NJ

Service Now Developer

Responsibilities:

• Worked with client and functional requirements within ServiceNow.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Provided semi-managed service for administering Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on forms and lists using UI actions.
• Designed email templates by using html scripting and used them in notifications.
• Hands on experience with Discovery to load configuration information to CMDB
• Worked with windows, network and asset teams in order to check for the data collected through Discovery are accurate.
• Created transform maps using automatic field mapping and scripting.
• Worked on Asset Management and loaded data into it.
• Design and implement new functionalities using Business Rules, UI Policies, and Access Lists etc.
• Coordinated Service Nowenvironment/form back-end customizations, notified clients and updated documentations.
• Responsible for closing open Incidents, Problems and Enhancement requests and communicating status of the requests, to ensure timely customer satisfying result.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Communicated Project Requirements, Business issues, Solutions and made recommendations.
• Gathering and documenting the requirements that are critical to the business mission and using those requirements to design application software.
• Experienced in implementing and enhancing a broad spectrum of the ServiceNow platform (Incident, Problem, Change, CMS, CMDB, Scrum)
• Created, monitored, modified and published workflows with approvals.
• Created and used update sets to move customizations between systems.
• Prepared requirement specifications and design documents.
• Optimized and Monitored system performance and provided system statistics and reports to the Business.

Confidential, Tulsa, OK

ServiceNow Developer

Responsibilities:

• Performed configurations and customizations of Service Now applications like Service Catalog, Incident and Change. Involved in working and developing of Service Now plugins and customizations.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Maintained and administered the implemented instance of Service Now and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various Service Now modules
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Involved in LDAP integration with Service Now for obtaining users and groups.
• Created and modified Update Sets to transfer data from one Service Now instance to another instance.
• Created and Tracked support cases with Service Now. Created a lot of client's scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery.
• Worked on Glide Ajax and Glide Records for scripting and UI actions.
• Configured multiple forms for Asset module using Configuration Management Database.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Developed Transform maps to map values between Import Set and ServiceNow tables for incoming data from external sources.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Wrote script includes and invoked them in business rules and client scripts.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Integrating Service catalog module using Web Services and fixing the issues which come up while the tolls are getting interacted.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Test and design workflows for Service Request; Review, perform gap analysis and switch over current delivery plans to workflows, wherever possible.

Confidential

Remedy Consultant

Responsibilities:

• Worked closely with the client to onboard a project team to implement Incident, Problem and Service Catalog.
• Involved in Design, Build, Test and commissioning to implement solution for the client.
• Legacy Remedy ITSM Application data Migration to the Upgrade Environment using Atrium Integrator, Remedy Migrator & SRM Import.
• Administered Remedy Action Request System and ITSM suite applications including Atrium CMDB and frameworks using ITIL methodologies.
• Installed and Configured ADDM, BPPM, SRM &ITSM suites in Linux & Windows Environments.
• Responsible for all deliverables related to ITSM releases.
• Responsible for analyzing and defect fixing of all Incidents and delegate the tickets to team members based on the priority and complexity.
• Created Dashboard reports to Senior Management on Incident tickets.
• Created User Test cases to support Upgrade Activities and Releases.
• Responsible for conducting KT sessions with client team regarding new development related activities.
• Integrated Remedy ITSM with BPPM and ADDM and executed the administration tasks workflows.