SUMMARY

• Over 6+ years of IT professional experience including experience as a ServiceNow suite developer and administrator.
• Experienced in Implementing Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Implemented ServiceNow Service Catalog Requests, Asset Management, Configuration Management, Service - Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Manage requirements and reviews on Workflow, Performance Analytics, Visual Task Boards, Reporting & Homepages in ServiceNow Fuji & Geneva
• Create and maintain API and data integration process between Service Now and other services.
• Functional knowledge and implementation experience of ITSM frameworks.
• Generated operational reports and KPI analysis; responded to service requests and provide incident resolution.
• Expert in JavaScript, JQuery, prototype used in ServiceNow.
• Developed solutions using JavaScript, Web Services, SOAP, REST and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Developed XML related APIs in JAVA as XML is the data transfer standard used for communication between applications.
• Designed many catalog items out of which few catalog items involve integration using SOAP web services,Restful API.
• JDBC integration using Mid Server for Location table maintenance and Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Designing the Content Management System for Varian system which involved CSS, Service catalogs
• Hands on experience in developing CMS and working with ACLs and Service Level Management.
• Has been part of end user self-service portal management.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Good knowledge about IT Infrastructure Library (ITIL) standards that are helpful in Development and customization of IT service management applications.
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record
• Experience installing, configuration and administration of CMDB.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Proficient in transforming business requirements into functional specifications focusing on workflow analysis and design, business process reengineering, user interface design and process flow modeling.
• Experience in Design and Development of Distributed OOAD Based system using UML and Rational Rose.
• Experienced in HR Case Management, HR Tasks and creating record producers.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Loaded, manipulated and maintained data between Service Now and other systems.
• ServiceNow Administration and Production support including maintenance of lower environment instances, lower life cycle instances.
• Created an access control rule (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
• Experience in configuring / maintaining / customizing ITS 5.5 / 6.0 /7.x/7.6.x and in setting up of CMDB 2.x/7.x.
• Hands on experience on ServiceNow Orchestration.
• Hands on experience in creating transform maps for importing CMDB data.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actionsbased on user requirements.
• Hands on UNIX / LINUX, Windows Operating Systems.
• Worked with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc. in ITIL/ITSM V3 processes.
• Exposure of working with email notifications, inbound actions, reports, gauges, and home pages.
• Familiarity or experience developing ETL (Extract, Transform, Load) workflows for SSIS using SQL Server Data Tools.
• Experience in configuring and maintaining BMC Remedy Foundation Data, ITSM environment such as ServiceNow -Siebel, ServiceNow - Web service integration with third party application, HP SM- MS exchange.
• Hands-on experience with implementing configurable SLA management and License management.
• Deft at analysis, development, testing and deployed new releases into ServiceNow from June to Aspen to Calgary.
• Worked in various software development methodologies like Waterfall, Agile
• Good experience in application development using Java/J2EE, JSP related to ServiceNow implementations.
• Leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.

TECHNICAL SKILLS

ITSM Tools: ServiceNow, ITSM Suite, HP Service Manager

Operating System: Windows Client (7, Vista, XP - Pro, 2000, etc.), Windows Server (NT, 2000, 2003, 2008), Mac OS-X, UNIX - Linux, Solaris

Project Management/Tools/ Applications: All MS Office suites (incl. 2003), MS Exchange & Outlook, Citrix Client, SharePoint, Internet Explorer, Firefox, Chrome, Apache, IIS, JIRA (Project Management), PPMC, Abinitio (ETL)

Languages: Java, HTML, CSS, XML, SQL, Oracle,C, C++, Java Script

Application Servers: Web Logic Server, IBM Web Sphere and Java Web Server

Web Technologies: HTML, JSTL, DHTML, JavaScript, CSS, XML, JSON,Bootstrap.

ServiceNow Modules: Incident Management, Change Management, Problem Management, Service Catalog, Service Level Management, CMDB, Data Loading, Start Now, On Call Scheduling, New Call, Web Services, ODBC Connectivity.

Databases: DB2, SQL server, MS-Access, MySQL, Oracle

Software Methodologies: Waterfall, Agile, Scrum

PROFESSIONAL EXPERIENCE

Confidential, Wilmington, DE

ServiceNow Developer/Administrator

Responsibilities:

• Gathering specifications from the IT department and deliver a product/release that meets the needs presented.
• Creating requirements definitions and technical specifications documentation.
• Load, manipulate and maintain data between Service-now and other systems.
• Working with HR Case Management, HR tasks, HR knowledge and policy articles.
• Work with PPM module and create different portfolios in ServiceNow.
• Created new Business Rules/Script Includes/Client catalog script/Client Scripts.
• Experienced in working with ServiceNow (Application programming Interface)APIs.
• Integrated Service Now with 3rd party tools and impletion of SOAP and REST API.
• Created various workflows for Incident Management, Change Management, Service Requests and worked efficiently on change management process.
• Created multiple custom applications with reference to development, custom reports and various dashboards.
• Experience on integrations with ServiceNow using Email integration i.e. inbound actions scripting
• Must analyze and fully understand user requirements and current procedures in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap.
• Worked on table API to perform CRUD operations on existing tables.
• Managed end user portal and created dynamic, static block for the content management system.
• Configuring various Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.
• Extensive use of Active Directory by importing to ServiceNow for data used records.
• Involved in Configuring and Customizing the Incident, Change, Problem Management Applications as per the client requirement.
• Implementation of Validations using UI Policies.
• Involved in creating the Workflows for the Change, Problem Management and Service requests.
• Implemented many functionalities by writing Business rules/ Client Scripts and Script Includes by using Glide Record’s and Ajax calls.
• Involved in creating the new Catalog Items and editing the existed Catalog Items.
• Designed several email templates by using HTML and jelly scripting and used them in notifications
• Worked in creating the SLA’s and managing the SLA’s.
• Migrating the update sets from one instance to other instance. (i.e. from Development to QA and then to Production).
• Created many User’s, Group’s and involved in assigning specific Roles the User’s, Group’s and managing them.
• Changes of Various Access Controls using ACL.
• Creation and modification of various jobs scheduling.
• Participated in creating and modifying of various Email and Application Templates.
• Develop, Document and Publish change management process and functions
• Analyze change records to determine any trends or potential problems.
• Reviewing change requests for completeness and accuracy.
• Working with service providers to schedule changes.
• Assisting in the preparation, facilitation, documentation, and communication related to weekly and ad hoc change management meetings.
• Perform Root Cause Analysis.
• Investigation and follow-up for permanent fix of the problem.
• Follow-up on tickets being raised regularly for re-occurring incidents.

Environment: ServiceNow Fuji, Geneva, Agile Scrum, Glide Script, Jelly Script, Angular JS, JavaScript, Bootstrap, Bootstrap, CyberArk, CSS, HTML 5, Windows 7, Oracle.

Confidential, North Kansas, MO

ServiceNow Developer/Administrator

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans.
• Loaded Configuration Items (CIs) from Excel files into Service Now using import sets and Transform Maps.
• Created functional and technical specifications documents for various Service Now modules
• Coordinating the instance upgrade activities.
• Configuring Project Portfolio Management (PPM), Incident and Knowledge Management, and Web Services Integration
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on CMDB from the scratch
• Worked on import Set API used to provide REST interface for import set tables.
• Created CI relationships and Suggested CI Relationships.
• Configured multiple forms for Asset module using Configuration Management Database.
• Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.
• Working on different kinds of variables and variable sets.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML.
• Creating Inbound SOAP API calls to make the newly captured data available for legacy applications.
• Implemented API web services as a third-party application for integration.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Resolving typical Users access and roles issues by checking active directory and users table.
• Writing Catalog client scripts and UI policies to make client side changes.
• Used JSON object to send/receive data for AJAX.
• Used third party API’s for obtaining the digital storage information.
• Experience in PPM module and created different project portfolios in ServiceNow.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Workflow management - Created Workflows, Sub flows and Tables both on Fuji and Eureka.
• Advanced Schedule jobs and Business rule creation.
• Created Catalog Requests and record producers.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created and managed SLA definitions for different Service Groups.
• Created Business rules supporting various email, notifications and also tables.
• Unit testing for all the use cases and Functional requirements put forward for the project in Fuji and Eureka.
• Exporting and Importing tables, workflows, update sets data from one instance to the other

Environment: ServiceNow Fuji, Geneva, Erueka, Agile Scrum, Glide Script, Jelly Script, Angular JS, JavaScript, CyberArk, CSS, HTML 5, Workflows, Sub flows, Docusign and Kenexa.

Confidential, Raleigh, NC

ServiceNow Administrator

Responsibilities:

• 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
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• 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.
• Implemented Web Service Interface between ServiceNowand Salesforceusing JSON Web Services
• Imported many CI's using import set tables.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Created data sources and loaded the Service-Now tables with different data formats. Worked on Berlin, Calgary Versions.
• Worked on two projects simultaneously and created reports to analysis both the projects using project portfolio management (PPM)
• Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements.
• Incident Management and Problem Management activities.
• Reviewing SLA performance and recommend corrective action.
• Regular interaction with the Process Owners and other Support teams for Incident resolution with in a greed SLA.
• Update set movement to SubProd instances and Production.
• Raising ticket with Vendor while facing major issues like instance down and Performance issues.
• Hands on experience with Client Scripts/Business Rules/Scheduled Jobs for Incident analysis.
• Performing and communicating Daily health checks to Management across Clients.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report. Prepare Outage reports.
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand. Worked on domain separation.
• Designed and implemented ServiceNow Integration solution with Emails, Alerts.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Imported Active Directory to ServiceNow using Data Sources.
• Worked on SCCM Discovery Integration Tool.
• Assist and provide guidance during the implementation of ServiceWatch and additional ServiceNow modules.
• Knowledge in workflow editor to design workflow for various modules, triggering various events, creating and publishing workflows.

Environment: ServiceNow Siebel, Salesforce, SCCM, XHTML, jelly Script, Remedy ITSM 5.5/6.0/7.x, CMDB, Master AR Suite Tools, C, Oracle 10g, 11g, Java, XML, JSP, ServiceWatch.

Confidential

Java/UI Developer

Responsibilities:

• Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies Interactions, Application Security, Events Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defining Service Level Agreements SLAs, notifications, and reports.
• Develops new applications from beginning to end.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Develops conversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance.

Environment: JAVA, Servlets, EJB, JDBC, Hibernate, spring, JSP, Java Script, SVN and HTML, XML and SQL, CSS, JavaScript, jQuery, JSP, AJAX.