SUMMARY

• Over 10+ years of total IT experience and 7+ years of experience as a ServiceNow Admin/Developer, ITIL Consultant, Configuration & Asset Management Analyst.
• Insightful, result - driven IT professional with notable success directing a broad range of corporate ITSM initiates 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, architecture, 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 team.
• 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.
• Excellent knowledge in Development, implementation and administration of ServiceNowand Remedy.
• 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.
• Extensively worked with Istanbul, Jakarta releases of SERVICENOW, experienced on Jelly Scripts/Java Scripts, Dashboards and HR Case Management etc.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Hands on experience in creating the custom Applications, Modules, Security inServiceNow.
• Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts.
• Experience in Email integration, LDAP integration, External Web services Integration (both SOAP based and REST based).
• Experience in working on the ITIL Process modules like Service Desk, Incident, Problem, Change Management, Release Management, Service Request, Knowledge Management and Reporting.
• Good knowledge and experience on Initial Diagnosis of Incidents, Escalation of Incidents, Investigation, Diagnosis of Incidents, Recovery and Resolution of Incidents.
• Implemented Incident Resolution Workflow plugins to bring Incident Management workflow into better alignment.
• Good working Experience in Eureka, Fuji, Geneva and Helsinki.
• Responsible for creating, validating and maintaining integrity of Service maps within ServiceNow.
• Mapping dependencies between devices and applications using Service Mapping.
• Used Agile/Scrum methodology (standup meetings, story boards, sprints) to complete the projects.
• Holding review meetings to monitor progress of the project as per schedule / budgets, ensuring timely completion and delivery of project to the client extending production support for applications.
• Good understanding on Service Watch and Mapping Techniques.
• Experience in Content Management System (CMS) in ServiceNow.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements.
• Excellent experience in ServiceNow Administration and Day to Day Production support.
• Intermediate knowledge in CMDB, Configuration, Asset Management and DISCOVERY tool.
• Good experience with Angular JS, Compass CSS Framework, Bootstrap, CMS.
• Strong experience in working with Scripted Web services, Script Includes.
• Hands on experience in web development using HTML, JavaScript, Jelly and CSS.
• Customization and Enhancements of latest Servicenow modules like HR Case Management, Service watch, Time card module and On Call scheduling modules.
• Expertise in Business requirements in any modules of Servicenow. Always ready with Requirement / Data collection templates for Incidents, problems, SLA's, CMDB, Software Asset management, Hardware Asset management etc.
• Maintained the Configuration Items and modified the forms and form Sections.
• Excellent verbal and written communication skills- able to present information, status and issues in a clear and concise manner with the goal of driving to a decision.
• A passionate, articulate, goal-oriented and dynamic professional with successful background in Requirement Gathering, Technical Documentation, Software Validation, Software release and experienced Software Developer in ServiceNow.
• Attention to detail and complex problem-solving abilities from operational and technical perspective.
• Excellent analytical skills with proficiency in debugging and problem solving.
• Ability to work independently and as a group.
• Aptitude for learning and rapidly mastering new applications and technology.

TECHNICAL SKILLS

ITSM Tools: ServiceNow Berlin/Calgary/Dublin/Eureka/Fuji, Geneva, Helsinki, Istanbul, BMC Remedy

Programming Languages: C, C++, Java, SQL, PL/SQL

Scripting Languages: JavaScript, Jelly, HTML, CSS, Ajax, XML

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Database: Oracle, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat IDE Eclipse, Net Beans

Version Control Tools: CVS, SVN

PROFESSIONAL EXPERIENCE

Confidential - NYC, NY

ServiceNow Admin / Developer

Responsibilities:

• Followed Agile Methodology for the development of the project.
• Designed and delivered technical implementations on the Service Now platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
• Design and implement new functionality using Business rules, UI policies, and ACL's etc.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA'S.
• Designed a website and customized login pages, search pages, views of lists, tables, charts, or graphs.
• Created buttons and context menus both on form and lists using UI actions.
• Used Glide Scripting to develop Business rules.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate Service Now with internal/ external systems and tools.
• Written script includes and invoked them in Business rules and client scripts.
• Worked with Record Producers, Flows in Service Catalog Management.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration.
• Managed integration of vendor tasks, tracking and reviewing vendor deliverables.
• Demonstrated strong problem solving, negotiating, influencing, facilitation, organization, prioritization, decision making, and conflict resolution skills.
• Integrated ServiceNow Dev instance with the existing LDAP and Single Sign-On (SSO) solution.
• Configured Mid Server's on Dev, User acceptance testing and Production Instances. Worked in production support for all the Service-Now and report related issues.
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Coordinating with various teams during Development and Testing Phase.

Environment: ServiceNow application development, ServiceNow architecture, UI policies, UI actions, Business rules, ServiceNow API and JavaScript, ServiceNow Discovery, CMDB maintenance, LDAP integration.

Confidential - Indianapolis, IN

ServiceNow Admin / Developer

Responsibilities:

• Implemented 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.
• ServiceNow application development; including creation and configuration of Service Catalogs, EmailNotifications, Data imports, exports and Reports.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applicationsand external databases.
• 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 throughdiscovery is accurate.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Worked on end to end implementation of various third-party monitoring tool Integrations, Supported the teamwith the work flow of the integrations.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements anddeveloped and configured the ServiceNow platform.
• Created the performance analytic dashboards, widgets for users to see the appropriate data.
• Granted access to the required users and groups to access the dashboards.
• Created multiple tab dashboards and widgets with single source.
• Worked with automated, manual and formula indicators.
• Created various frontend forms, and associated Client Scripts, UI policies, Business rules and Script Includes.
• Exporting and Importing tables, workflows, update sets data from one instance to the other.
• Created roles, views and user groups pertaining to the use cases. (Fuji and Eureka)
• Worked on establishing Links to knowledge based articles on Fuji and Eureka.
• Wrote Jelly Scripts for all the notifications, Content Management and also business rules. (Fuji and Eureka)
• Designed Workflows, along with standard Workflow templates which can be reused.

Environment: ServiceNow Fuji/Geneva, HTML5, Java Script, JSON, SOAP, Web services, MS SQL Server, Integration, SCRUM.

Confidential - Dallas, TX

ServiceNow Developer/Admin

Responsibilities:

• Perform day to day administration of Service-Now in Development, Test and Production environments to maintain business services and configuration item relationships in Service-Now.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration.
• Involved in setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.
• Communicated with external web services using SOAP Messages and REST.
• Supported Servicenow integration using SOAP, REST web services, Importsets and transform maps, BR scripts.
• Orchestrate users access to Databases using Orchestration.
• Developing user friendly catalog items with experience writing orchestration workflows such as Content Management, Web Services.
• Worked on integration using SOAP / WSDL / REST.
• Utilized Orchestration to extend workflows to interact with systems and application code outside.
• Worked on Performance Analytics by providing actionable insight on each level and for every role using key indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards.
• Worked on improving IT service delivery and demonstrate how IT is performing to support the business using ServiceNow ITSM.
• Worked on Procurement Application in creating purchase items and fulfillng the catalog requests.
• Extensive experience of integrating Service Now with third party tools and implementation of SOAP and REST API.
• Customized the applications using Business Rules, Client Scripts, UI Action and UI Policies
• External Data load using Transform maps, etc., based on the application requirements and rolled out the customizations to upper environments using Update Sets.
• Configured Email notifications and created inbound email actions for various approval and service request tasks.
• Developed Service Catalog items based on the project requirement provided by the stakeholders.
• Installed and Configured MID server to gather data on local network and devices to be available in ServiceNow.
• Worked on configuration of LDAP connection in ServiceNow, LDAP servers to upload SSL certificate.
• Manage ITIL processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Customizing the workflows for various ServiceNow standard tables while aligning with ITIL V3 best practices.
• Creation of user accounts, groups, roles, creating new and updating existing catalog items. Created, published & retiring knowledge base articles.
• Worked extensively on LDAP integrations. Successfully managed and developed large-scale. implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.
• Customized and created workflows for change management, Configuration Management, knowledge management and for service catalog items.
• Analyzed user requirements to improve system capabilities, automate process Workflows and address. scheduling limitations throughout the development and delivery of the ServiceNow.
• Managed users, groups and roles, Advanced Schedule jobs and Business rule creation. Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules,
• Alert Rules, Incident Templates.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigated performance issues, learn troubleshooting tools, and use system logs to find issues.
• Coordinated installation of ServiceNow upgrades and/or service packs.
• Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Environment: ServiceNow Fuji, Helsinki, Webservices, SOAP, XML, HTML, ITIL, ServiceNow ITSM tool, SCRUM, Asset Management, Incident Management, Problem Management, HTTP, FTPS, Java scripts, Jelly Script, REST, Workflows, SDLC, Microsoft AD.

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Designed and delivered technical methodologies around the ServiceNow platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the ServiceNow platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP. Listener for updating the user and group table record.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Worked to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, SOAP, SQL, XML, HTML, AJAX.

Confidential

Web Developer

Responsibilities:

• Involved in development, design, and implementation of front-end part of the application.
• Developed the UI Screens using HTML5, XML, JavaScript, Custom-tags and CSS3.
• Responsible for the overall layout design, color scheme of the web site using HTML5 and CSS3.
• Used jQuery to select and manipulate HTML5 elements and CSS3 manipulation.
• Used JavaScript DOM manipulation and JavaScript event to generate the data result in UI.
• Worked with the team of architects and back-end Developers to gather requirements and enhance the application functionality and add new features.
• Wrote test plans and performed unit testing and performance testing.
• Worked with the systems team and Quality assurance team in the process.
• Brought the HTML5 and CSS3 of an existing web site to the latest web standards.

Environment: JavaScript, HTML, CSS, jQuery, Notepad++, DOM, Windows.