SUMMARY

• 8 years of experience working with ITSM solutions in an enterprise environment. 6 years of experience as ServiceNow architect / developer / implementation / administrator.
• More than 15 ServiceNow instances configured so far. More than 10 enterprises Service Now implementation.
• Overall responsibility, including management, maintenance, upgrades, and improvements for IT Service Management application (ServiceNow) and underlying ITIL Processes.
• Good understanding and knowledge on all phases of the software development life - cycle (SDLC) and familiar with methodologies like Waterfall, Agile/Scrum.
• Gathering business requirement from client and mold in to technical aspects.
• Ability to work well in both a team environment and individual environment.
• Knowledge of SQL server queries. Implement Incident Management, Request Management, Change Management.
• Proven experience in working with wide variety of ITIL tools like BMC Remedy and variousService Nowmodules, CMDB, ITIL tools, integrations within complex ITSM environment.
• Good understanding of ServiceNow and its Development Life Cycle from Calgary to Geneva.
• Expertise in Java script, debugging, optimizing the performance and working of Client Scripts, Catalog Client Scripts, Server Side Scripting, UI scripts and UI Policies.
• Good knowledge in Business rules, activate plugins, manage data with tables, Import sets and Update sets, Control system access and data security, Control access to the application and its records.
• Proficient in activities like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Practical background and experience in service delivery and support processes at large organization.
• Maintain the integrity of the Service-Now tool across production and non-production environments.
• 5+ years of experience in IT Service Management (ITSM) including design, development, testing and implementation of the projects.
• Hands on experience on various ServiceNow Modules like Service Catalog, Incident, Problem, Change Management, SCRUM, Configuration Management Database, Asset, Knowledge, Release, Content Management, SLA, ACL’s, Reporting and Integration with Web Services.
• Working experience of various phases of SDLC such as Planning, Requirement Analysis, Design, Development, Testing. Go-live and Support.
• Understanding of IT Service Management (ITSM)and the ITIL business process. Maintain (SLA)and monitor an SLA workflow.
• Expertise in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Hands on experience Dublin, Fuji, Geneva, Helsinki and worked on upgrading Helsinki to Istanbul.
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
• Script Includes by using Glide Form, Glide System and Glide Record objects used by several other important objects. Facilitating rollout of new applications and modules.
• Extensive knowledge of Front End Technologies: HTML, CSS, JavaScript, jQuery, AngularJS, XML, XSL and XSLT.
• Worked on Various WebServicesIntegrations using SOAP and REST.
• Client sides Scripts, Glide API’s, Inbound email Actions, SNOW OOB implementations.
• Server Side Script’s Business Rule, Script Include, Processors. REST API, Table API’s, SOAP web services. MID server Integrations.
• Background scripts. Task relationship, many-to-many, one too many. Reports customization, Database views
• Configuration Management: setting up Configuration Management from scratch defining the CI classes and their relationships.
• Used JDBC and ODBC of Data Sources for setting up the configuration database in Service now.

TECHNICAL SKILLS

• ServiceNow
• Incident management
• Problem management
• Change management
• Release management
• Service delivery
• SLA Management
• ITSM
• ITIL
• ServiceNow
• C
• C++
• C#
• Java
• ASP.Net
• SQL
• PL/SQL
• ADO.Net
• Java Script
• Glide AJAX
• Saas
• Jelly jQuery
• Bootstrap
• Angular JS
• PHP
• Oracle 10g
• My SQL
• SQL Client
• TOAD
• SDLC
• Waterfall
• Agile
• XP
• Scrum
• Maven
• IBM Web Sphere 6.x
• Web Logic 10
• Apache Tomcat
• Eclipse
• Net Beans
• TOAD
• CVS
• SVN
• Dreamweaver
• Rational Rose
• MS Office

PROFESSIONAL EXPERIENCE

Confidential, Charlotte, NC

ServiceNow Developer

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Develop / Configure workflows, forms, and underlying logic using SCRUM / Agile methodologies
• Worked on loading the data into Service-Now using import sets.
• Imported Configuration Items(CI) from third party applications using import set tables.
• Involved in migration between various Service-Now instances using Update Sets.
• Loaded assets into SNOW from third party system using Web Services and Import Sets.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• Involved in providing production support for service catalog, incident, problem, change, release, deployment, task and knowledge management modules in ServiceNow platform.
• Access Automation using REST Integration and Scripted Web Services.
• Responsible for designing, analyzing and developing business application which involved customization and work flow administration, data imports, custom scripting using java script.
• Created custom tables, based on business needs.
• Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Checking MID server health and monitoring ECC queue.
• Responsible for creating various workflows for Incident Management, Change Management, Problem Management, Service Requests and SLA's.
• During development, worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Customized Helsinki Service Portal and powered them using Angular JS and Jelly Scripting.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Excellent knowledge on code migration between various ServiceNow environments using Update Sets.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• 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 creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Played a significant role in developing policies and processes related all areas of the software asset lifecycle and defined strategies for managing and optimizing software asset usage.
• Creating custom UI pages using Jelly scripting in ServiceNow.
• Creating Multiple control conditional expressions using jelly scripting and other jelly tags.

Environment: Agile/Scrum, ServiceNow, XML, SQL, DISCOVERY, HTML, Angular JS, SOAP, REST, JavaScript, Incident Management, Change Management, Problem Management, Jelly Scripting, Windows 7

Confidential, Plano, TX

ServiceNow Developer/Administrator

Responsibilities:

• Expertise on implementing end-to-end Incident Management, Configuration & Asset Management, Change Management, Release Management, Service Catalog Management.
• Used the development tools provided in Widget Editor to write AngularJS, CSS, and JavaScript to power a portal.
• Built catalog items from scratch along with advances customizations as per the complex requirements.
• Configured and executed client’s scripts/UI policies.
• Integrating Service catalog module with third party application tools using Web Services and fixing the issues which come up while the tools are getting interacted.
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Responsible for the ServiceNowtool administration module and creating new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Created many scripts which include Business rules for server side scripting.
• Worked extensively on LDAP integrations. Very good understanding of Integration with various network protocols.
• Good knowledge on Single Sign on and event based integrations.
• Perform ServiceNow implementation tasks including configuration, integration, custom programming.
• Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.
• To set up Configuration Management and defining the CI classes and their relationships.
• Used data Sources & web integrations for setting up the configuration database in ServiceNow.
• Created complex transform scripts in transforming the data into the SNOW database.
• Excellent knowledge on setting up the Change Management along with advanced customizations for Risk Assessment Calculator on a script includes level.
• Worked on integrating ServiceNow with external SOAP web services.
• Played a significant role in developing policies and processes related all areas of the software asset lifecycle and defined strategies for managing and optimizing software asset usage.
• Implemented Single Sign On (SSO) using SAML 2.0
• Configuring SLA’s and Reports. Defining the process for each service request.
• Creating scheduled jobs/tasks, monitoring ticket queues and generating reports/ statistics.Working knowledge of Knowledge base articles, incidents, CMDB and dictionaries.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.
• Check the change management document and verify the changes.Assist in Release Management during product and patch releases.
• Provide training sessions on ticketing tools, reporting and data entry.Developed UI Actions, script includes and Business rules for overall platform.
• Following up with clients, interacting with end users on process requests, user training etc.

Environment: Agile/Scrum, ServiceNow, XML, DISCOVERY, HTML, Angular JS, SOAP, Asset Management, Incident Management, Problem Management, JavaScript, Windows 7

Confidential, Pittsburgh, PA

ServiceNow Developer

Responsibilities:

• Made basic configuration changes to the UI using Branding Editor and other components of Service Portal. Edited and extended portals, pages, and widgets.
• Created rich web applications right on theServiceNowplatform.
• Working on creation and customization of complex workflows and custom workflow activities. Worked with transform maps, data sources and different transform scripts for data loads and management.
• Strong understanding of Configuration Management from a business process and technical perspective.
• Work with process owners for Asset Management, Purchasing, and Configuration Management (CMDB) to understand current processes and procedures and provide solutions using ITSM.
• Developer for Release Management application includes: designed and built the entire ServiceNow Release Management suite.
• Configured products, features, release, tasks, scrum integration, approvals, workflow and phases.
• Worked on Web Services like SOAP and REST.
• Define the release management processes, roles and responsibilities, and gather the business requirements.
• Creating and managing policies, standards, and internal control procedures that are cross-mapped to external regulations and best practices
• Importing Authority form external standards provider.
• Following up with clients, interacting with end users on process requests, user training etc.

Environment: Agile/Scrum, ServiceNow, HTML, SOAP, REST, Release Management, JavaScript, Windows 7

Confidential, Philadelphia, PA

ServiceNow Developer

Responsibilities:

• Involved in gathering business requirements and analyzing the project scope, for ServiceNow development and administration.
• Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management and Email Notifications.
• Application Support for Incident Management, Problem Management and Service Catalog. Involved in developing workflows. Reviewed Business Rules and recommended solutions for implementation.
• Involved in design and development of ServiceNow forms and views. Developed Scripts to invoke existing Script Include. Used Glide Scripting to develop Business rules.
• Created several Client Scripts, UI policies, and UI Pages using JavaScript. Used Notifications to communicate to group of users. Developed Views, Approval and Assignment Rule Development.
• Development of SLA's for the organizations. Implementation of ACL's. Customized Service Catalog Management.
• Performed code migration using update sets. Used Web Services, Email Integration to integrate applications and data sources.
• Gathered requirements for Incident, Problem and Change Management applications in ServiceNow.
• Creation of Custom Related List, Dictionary fields.
• Gathered business requirements from the customers, stakeholders, end-users.
• Involved in weekly scrum meetings.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.
• Created Use Cases, Class Diagrams, Sequence Diagrams and Flowcharts for the Optimization Module using MS Visio.
• Used ACL's for controlling the security mechanism in ServiceNow.
• Developed and maintained APIs and data integration processes between ServiceNow and other services.

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Involved in various upgrade and migration activities.
• Involved in customizing the form design and layout for Incident, Problem and Change Management Processes
• Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Created various workflows for Incident Management, Problem Management, and Change Management Service Requests.
• 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
• Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate
• Written script includes and invoked them in business rules and client scripts.
• Customization of Incident Management Application.
• Creation of Email Notifications and Inbound Actions.
• Creation of Workflows.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Used ACL's for controlling the security mechanism in ServiceNow.