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Servicenow Developer Resume

Erie, PA


  • 9+ years of experience in IT industry and 5 years of extensive experience on ServiceNow Development, Maintenance and Administration.
  • Experience in managing process, technology and IT service management solutions, ITIL processes, customizing and configuration of ITSM tools.
  • Extensive experience on technical implementation of various Service - now modules such as Change Management, Incident Management, Problem Management, Service Catalog and Configuration Management.
  • Extensive experience in building Business Rules, Script Includes, UI Actions, UI Policies, UI Scripts, Client Scripts, Catalog Client Scripts, Scheduled Jobs, Email Notifications, Assignment Rules, Data Lookup include client scripts here itself.
  • Expertise in developing Client Scripts, Business Rules, UI policies, UI actions, Script Include, SLA, Import sets.
  • Strong knowledge in Designing and development of CMDB (Configuration Management) in ServiceNow.
  • Expertise in integration ServiceNow with third-party tools using SOAP, REST.
  • Experience in working with Workflows, Import Sets, and Update Sets.
  • Excellent hands-on experience in Client and Server side Scripting.
  • Experience in installation and configuration of MID Servers
  • Experience in creating notifications based on user requirements and configured Inbound Email actions to create incidents or requests.
  • Good understanding and hands-on Glide Forms, Records, Scratchpad, Ajax and Glide System used in UI Actions, Business Rules, Client Scripts.
  • Experience in interacting with the clients, understanding their requirements, providing the sizing, and finally developing customer facing portals and applications.
  • Experienced in working with Web services for web-based applications.
  • Expertise in working with agile methodology.
  • Good experience in working with Java Script, CSS, HTML in ServiceNow as well as other technologies like TIBCO Business Works and EMS.
  • Expertise in RDBMS development including Oracle SQL, PL/SQL database backend programming with stored procedures, Functions and packages, Forms and Reports.
  • Experience developing and delivering Onsite-Offshore model.


Ticketing tools: Service Now (Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, CMDB, Project Portfolio Suite).

Scripting: JavaScript, HTML, CSS, XML, DHTML, Glide Script

Operating Systems: Unix and Windows

Programming languages: SQL, PL/SQL, Java/J2EE

Methodologies: SDLC, Waterfall, Agile, Scrum

Databases: Oracle 11g/10g/ 9i/8i, MS SQL Server

TIBCO Integration/Messaging: TIBCO Active Matrix Business Works 5.x, TIBCO Enterprise Messaging Service4.x/5. x.


Confidential, Erie, PA

ServiceNow Developer


  • Implementation of different modules of ServiceNow as per client's requirement and process - Incident Management, Problem Management, Change Management and Service Catalogs.
  • Bi-directional integration between ServiceNow with HPSM using SOAP methodology.
  • Customizations in ServiceNow forms as per client's requirement.
  • Worked on UI customizations to add Tables/Fields, UI Policies, UI Actions, Business Rules, Client Scripts, and Script Includes.
  • Creating new groups and adding users to the groups in service now.
  • Created Service Catalog forms to supports different business sector requirements and created advanced workflows to the catalogs.
  • Configuring the SLAs for various ITIL processes in ServiceNow.
  • Configured MID Server ServiceNow.
  • Involved in Designing, Development, and Implementation of CMS (Content Management System) Web Site and Configured ACLs.
  • ServiceNow Application UI Configuration, Data Loads using import sets, development of reports & metrics for executive management.
  • Creating new groups and adding users to the groups in service now.
  • Created email notification, access rules, record producers, order guides in ServiceNow
  • Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in ServiceNow.
  • Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
  • Worked on migration between various ServiceNow environments using Update Sets.
  • Created and moved update sets to different ServiceNow instances.

Environment: ServiceNow Helsinki, Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Change, Asset, HTML, CSS.

Confidential, Framingham, MA

ServiceNow Developer


  • Worked on UI customizations to add Tables/Fields, UI Policies, UI Actions, Business Rules, Client Scripts, and Script Includes.
  • Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, diagnosing, resolving, monitoring, and reporting in ServiceNow.
  • Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts, Workflows in ServiceNow.
  • Creation of Applications, Modules, tables, Columns as per the requirement specification in ServiceNow
  • Configured MID Server and integrated LDAP with ServiceNow.
  • Created UI Pages and implemented logic to create RITM's automatically when data submitted through public UI pages using SOAP and Scripted SOAP Messages
  • Creation of update sets, export the update sets, retrieve the update sets.
  • Migration of changes from one instance to another using update sets.
  • Involved in Customization and Maintenance of ITIL modules such as Incident, Change, Problem.
  • Worked on loading the data into ServiceNow using import sets
  • Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements.

Environment: Service Now Dublin / Eureka/Fuji, Glide Script, Java script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Problem, Change, HTML.

Confidential, MADISON, WI

ServiceNow Developer/Admin


  • Implemented the configuration of various modules like Incident, Change, Release, Problem, Asset, and Configuration Management Modules.
  • Design and implement business solutions on the ServiceNow ITSM platform.
  • Involved in creating customizes Client Scripts and UI Policies.
  • Involved in ServiceNow components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, Knowledge Management, Mobility and Service Request Management.
  • User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules.
  • Created SLA, Schedules and attached these to the incident/change/requested items and various Service Offerings etc.
  • Involved in creating Business Rules, Client Scripts, Service Catalogs, and UI Scripts.
  • Worked with reporting and configuring service level agreements (SLAs).
  • Involved in LDAP integration with ServiceNow for obtaining users and groups
  • Development of Service catalog - catalog items, designing workflows and execution plans.
  • Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
  • Involved in redesigning the workflows using ServiceNow workflow editor.
  • Create data fix scripts for data corruption issues and perform Root Cause Analysis.
  • Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Environment: Dublin, Glide Script, Java script, Jelly Script, Workflows, Incident, Problem, Change, SOAP, HTML, CSS, AJAX.

Confidential, Philadelphia, PA

ServiceNow Consultant


  • Involved in Detailed Design Walkthru and implemented the code accordingly.
  • Working with client and functional requirements within ServiceNow.
  • Facilitating rollout of new applications and modules.
  • Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.
  • Design and implement new functionality using Business Rules, UI Policies, and Access Lists
  • Created Buttons and context menus both on form and lists using UI actions
  • Service Catalog and Request Workflow Design and Configuration.
  • Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
  • Create data fix scripts for data corruption issues and perform Root Cause Analysis.
  • Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
  • Designed many email templates by using html and jelly scripting and used them in notifications.
  • 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.

Environment: Service Now, JavaScript, CSS, XML, HTML, SharePoint, Clarity, HPQC 12.

Confidential, ATLANTA, GA

Tibco BW Developer


  • Requirement Analysis has been done by scheduling meetings with both Legacy Teams and ECC teams.
  • Creating of System Design Documents and Mapping Documents from Functional Specification Documents and Technical Specification Documents.
  • Design and Development of interfaces using File Adapter, SAP Adapter based on the requirements.
  • Preparing Unit Test Processing Documents by capturing the logs and screen shots of success and error cases.
  • Review Code developed by other resources and give suggestions to modify code as per the standards.
  • Conducting meetings with Process Teams to test the interfaces informally in DEA environment.
  • Supporting Teams in their Verification/Validation testing in QEA and QEC environment.
  • Coordinating with Offshore team for a quick resolutions or fixes overnight by providing necessary KT’s.Part of Production Issues Resolution team.
  • File Adapter and SAP Adapter has been extensively used in this project. MFT and MQ messaging services for transferring files/messages between systems were widely used and some web services implementation using SOAP/HTTP and SOAP/JMS.

Environment: TIBCO Business Works 5.9, TIBCO EMS 6.x, TIBCO Business Works Administrator5.7, TIBCO Hawk4.9, XML, XSD, SAP Adapter, Windows NT, Oracle 10i.

Confidential, ATLANTA, GA


  • Involved in reviewing Use Cases/Business Requirements and prepared detailed Technical Design documents.
  • Tuned the performance of Business Works Engine and EMS for load and memory optimization.
  • Configured TIBCO File adapter to poll the files from the Legacy systems and process them in HUB.
  • Configured Web Services to implement cross-reference for lookup from the Database.
  • Developed heavy Business Works processes in TIBCO Designer involving complex business rules/logic
  • Created unit test cases and troubleshoot/debugged the applications in all the environments.
  • Configured design-time & run-time SAP Adapter to publish & subscribe Idoc’s real-time from and to SAP systems.
  • Provided support to the EAI team, Legacy team and Process team at all stages of the project for error detection and correction.
  • Extensively used the TIBCO design time libraries for Common Error and Exception Handling.
  • Made use of TIBCO Hawk to interact with the error-handling framework, thereby monitoring the entire integration.

Environment: TIBCO ActiveMatrix Adapter for files 6.0, TIBCO ActiveMatrix Adapter for SAP 6.0, TIBCO ActiveMatrix BusinessWorks 5.8, TIBCO Administrator 5.6, TIBCO Designer 5.6, TIBCO Hawk 4.8, TIBCO Rendezvous 8.2, TIBCO Runtime Agent 5.6.

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