SUMMARY

• IT professional with around 5 years of total experience with 3+ years of relevant experience in the field of ITSM.
• Extensive knowledge and experience in development, implementation and administration on ServiceNow Tool.
• Hands - on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog, Knowledge management.
• Strong knowledge in in all phases of Software Development Life Cycle (SDLC) for enterprise applications. Experience in Service Management and Service Delivery Process (ITIL Frame Work).
• Working on front-end pages that were developed in a professional manner using HTML, CSS, JavaScript, and jQuery.
• Developed script on server side and client side for BUSSINES RULES, UI POLICIES, UI ACTIONS, Access Lists and UI MACROS CLIENT SCRIPTS.
• Experience in working with Service-now Workflows, Import Sets, Update Sets
• Expertise on creation of workflows for Service Catalog items in Service-now.
• Familiar with ServiceNow Content Management System (CMS)
• Performing SOAP operations on desired tables like insert, deletion, update record, run scripts a do end point.
• Well versed with designing Use-cases, Class diagrams and Sequence diagrams in UML using Rational Rose and MS Visio.
• Experience in various software development practices Agile, Waterfall etc.
• Good Knowledge on Object oriented programming.
• Involved in Data Integration and Migration with the existing Legacy systems using data loader.
• Experience in Project Feasibility studies, Project Evaluation and Program Planning.
• Involved in various phases of SDLC such as Requirements Gathering, Analysis, Testing and Defect Tracking.
• Create and execute test plans, and scripts, including use cases and process flow diagrams, for both in-house and third party application software.
• Efficient in client management skills, presentation skills, operational metrics, time management, analytical, great communication and interpersonal skills.
• Ability to work with Multi-disciplinary teams, exhibiting teamwork skills and multi task and great deal of self-motivation and self-confidence

TECHNICAL SKILLS

Web Technologies: HTML/HTML5, CSS2/CSS3,SASS DHTML, XML, XHTML, XSLT, JavaScript, AJAX, JQuery, JSON,ReactJS, AngularJS, Backbone.js, Bootstrap, Node.js

Languages: C, C++, ASP.Net, C#, Java

ITSM: ITSM, ITIL, Service Now, CMS, LDAP

Server Technologies: Apache Tomcat, Oracle Web Logic, IBM Web Sphere, JBOSS, Glassfish, IIS

Version Control: GIT

IDEs & Tools: Eclipse, Net Beans, Brackets, Aptana Studio, Notepad++, Sublime Text, WebStorm, PHPStorm

Debugging Tools: Firebug, Chrome Developer toolbar, IE Developer Toolbar, Citrix Xen Desktop 5.6-7.9

Operating Systems: Windows 98/2000/XP/Vista/7/8, Mac OS X, Unix, Linux

Database: PL/SQL (Oracle), MySQL, MS SQL Server, Oracle 9i/10g

PROFESSIONAL EXPERIENCE

Confidential, NYC

Service Now Admin

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies
• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Extensively worked with integrations between ServiceNow and third party application like BMC Remedy.
• Developed custom probes and sensors to populate CMDB with pertinent asset data via JavaScript, Perl and PowerShell.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5. .
• Worked on customization and configuration of Dashboards
• Involved in creating and configuring the SLAs as per the requirement
• Designed User Interface for Catalog Design and worked on Catalog Designer.
• Involved in LDAP integration with Service Now for obtaining users and groups
• Imported Configuration Items(CI) from third party applications using import set tables
• Involved in migration between various Service-Now instances using Update Sets
• Involved in loading assets into Service Now from third party system using Web Services and Import Sets
• Worked on development of Service catalog - catalog items, designing workflows and execution plans.
• Involved in redesigning the workflows using Service-Now workflow editor
• Involved in reconciliation of complicated workflows to simpler form.
• Involved in automating the routine production support activities using PowerShell and VB Scripting.
• Worked on creating the UI pages to use them in catalog items using the UI Scripts
• 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.
• Involved in various Service Now customizations as per client's requirement.

Environment: Service now, Asset Management, Incident Management, Problem Management, HTML, Javascript, CSS, CSS3, CMDB.

Confidential

Service Now Admin (Intern)

Responsibilities:

• Working with client and functional requirements within Service Now.
• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration.
• Designing the Content Management System for Varian system, which involved layout, CSS and service catalog work.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• 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 in order to check for the data collected through discovery is accurate.
• Written script includes and invoked them in business rules and client scripts.
• Created data sources and loaded the Service-Now 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 Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now 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.

Environment: ServiceNow, Asset Management, Incident Management, ITIL, HTML5, JavaScript, Web Services, CSS, CMDB.

Confidential

Associate Service Now Admin

Responsibilities:

• Used ITIL practices to implement Service Now 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 Service Now.
• Created SLAs and participated in running SLAs and responsible for closing successfully in Service Now.
• Scheduled SLAs as per scope of tickets in Service Now.
• Configured Business Rules for customizing the tool in Service Now.
• Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts, Workflows in Service Now.
• Responsible in building Catalog items in Service Now.
• Responsible in building SLA and generating Reports in Service Now.
• Defined users, groups and roles and providing accessing permissions in Service Now.
• Participated in validating Form and Table level using UI Policies in Service Now.
• Worked with Import and Update sets in Service Now.
• Created Email notifications and scheduled in Service Now.
• Configured scheduled jobs in Service Now.
• SMTP configuration for outgoing mail from Service Now instance in Service Now.