PROFESSIONAL SUMMARY:

• Around 10 years of experience in ITSM Development as a ServiceNow Consultant in all aspects of Client engagement lifecycles including Pre - sales, Requirement gathering, Effort scoping, Developing, Product implementation, Production support and System upgrades on ITSM and Monitoring.
• Over 5 years of experience as ServiceNow suite developer and administrator.
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Working experience of various phases of SDLC such as Requirement gathering, Analysis, Design, Code Construction and Testing.
• Good understanding of object oriented Analysis, Design and Application Development.
• Created schedules, reports and monitor performance of Service-Now.
• Documented all implementations and best practices defined within team.
• Attention to detail and complex problem solving abilities from operational andtechnical perspective.
• Functional knowledge and implementation experience of ITSM frameworks.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Good understanding of object oriented analysis design and application development.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM.
• Good experience in application development using Java/J2EE, JSP.
• Multi-platform experience on Unix/Linux and Windows Server family.
• Good team Player and Individual contributor with steep learning curve and good personal skills.

TECHNICAL SKILLS:

ITIL: ITSM, ServiceNow (Helsinki, Geneva, Fuji etc), HP Service Manager, BMC Remedy (Remedy 9,8, Smart IT), Java Script, HTML, CSS.

Web/Application Servers: IBM Web Sphere, Web Logic

Software Methodologies: SDLC, Waterfall, Agile

Database Tools: TOAD, SQL Developer, SQL Plus, Putty

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

Programming Languages: SQL, PL SQL, Shell, C, C++,JAVA

Operating Systems: Windows 2000/XP, Windows NT,UNIX

WORK EXPERIENCE:

Confidential, New Jersey

ServiceNow Developer

• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created reports, Workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Have hands on Experience on Integrating ServiceNow with third party tools and Domain separations for the external users to raise incidents in SNOW.
• Involved in development of requirement integration components (SSO, LDAP, and SOAP).
• Facilitating ServiceNow Performance Analytics in delivering out-of-box services.
• Strong knowledge in creation of PA reports, updating the OOB indicator which includes service management operations, service strategy, Human resources management.
• Extensive experience in adding fields to the metrics capture of service now Performance Analytics, and also creating roles and groups using dashboards, analytics, time charts.
• Created 45 scripted web services which are used in setting up a robust process for integrating ServiceNow with a Procurement Tool. Also has an in-depth knowledge about Direct Web ServiceAPIof Service now, SOAP and WSDL.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Good knowledge on Single Sign on and event based integrations.
• Experienced in implementing intensive manual reporting within the base ServiceNow system, in bringing the best product for current and future analytics.
• Strong knowledge in updating visualizations of performance across teams and organizations, and also in establishing service delivery.
• Had good knowledge working on LAN Password Reset and Integrating with other Servers using Orchestration.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Responsible for gathering requirements and customizing for CTI integration for organization from the scratch
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Create new service catalog requests and items with variables
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Build reports, gauges, and home pages.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per business needs.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Confidential, OH

ServiceNow Developer

• Performed Project Scoping, Organization and Management including Business and IT Requirements.
• Created functional and technical specifications documents for various Service Now modules.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML.
• Configured multiple forms for Asset module using Configuration Management Database.
• Worked on end-to-end implementation of CTI Integrations, Supported the team with the work flow of the integrations.
• Created the UI pages to use them in catalog items, Implemented using UI scripts.
• Wrote Catalog client scripts and UI policies to make client side changes.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Integrated Service catalog module with “Net cool” monitoring tool using Web Services and fixing them.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Established and maintained effective communications with customers, other technology specialists, and vendors about services.
• Discussed the business requirements with clients and documenting them into process requests.
• Built forms from scratch along with advances customizations at the level of UIMacros/UI page as per the complex requirements.
• Created a lot of clients scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery and Prototype.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Good knowledge on Single Sign on and event based integrations.
• Set up Configuration Management from scratch defining the CI classes and their relationships.
• Created complex transform scripts in transforming the data into the SNOW database.
• Created generalized framework for repeating problems and incidents.
• Created scheduled tasks, monitoring the ticket queues and generating statistics.
• Checked the change management document and verify the changes.
• Assisted in Release Management during product and patch releases.
• Provided training sessions on ticketing tools, reporting and data entry.
• Developed UI Actions, script includes and Business rules for overall platform.

Confidential, St. Louis, MO

ServiceNow Developer

• Worked with client and gathered functional requirements within ServiceNow.
• Facilitated rollout of new applications and modules.
• Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists etc.
• Created Service Catalog and Request Workflow Design and Configuration.
• Designed 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.
• 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.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow 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.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Resolved typical Users access and roles issues by checking active directory and users table.

Confidential, MN

ServiceNow Admin/ Developer

• Analyze business processes and provide innovative and scalable solutions to increase operational maturity.
• Consults with clients/project manager to architect and develop appropriate process solutions
• Advises on options, risk and impacts on business processes and cultural adoption.
• Follow-up on outstanding client needs and provide timely status reports to project manager.
• Communicates technical problems and solutions to both technical and non-technical audiences.
• Builds positive relationships with external clients by providing excellent service/support and consistent communication as appropriate.
• Performs maturity assessments on ITAM and CMDB customer processes.
• Build process roadmaps for ITAM, and CMDB processes.
• Provide health checks on Service Now for ITAM and CMDB processes
• Provide ITAM and Configuration subject matter expertise.
• Provide guidance to clients on software asset management process improvements.
• Provide integration guidance on ITAM and CMDB projects for system integration

Confidential, CT

CMDB Consultant

• Demonstrated skills in IT operations with a technical focus on IT asset management, discovery, license management, and configuration management (CMDB).
• Perform ITIL maturity assessments.
• Design solutions for Green IT infrastructures
• Architect solutions for ITAM solutions
• Demonstrated business effectiveness skills such as establishing total cost of ownership (TCO) models for IT assets and developing a cost savings business case for same.
• Delivery of solutions to the customers to change current operations.
• Implement technology changes and process changes.
• A foundation understanding of ITIL (Service Support, Service Delivery, and Business Services Management).
• Designing and implementing ITAM solutions.
• Designing architectures for ITAM systems including integrations with financial, HR and other IT systems and ITIL processes.
• Experience in project management and detailed technical planning.
• Implementing ITAM processes, policies and procedures.
• Assessing existing ITAM systems for improvements.
• Writing scripts for automation of tasks (e.g. workflow, reporting, etc)
• Generate detailed process and technical documentation
• Manage projects to complete customer requirements for Altiris products.
• Perform fact finding meeting with customers to gather solution requirements
• Perform system demonstrations for potential customers.
• Implement Asset Management Solutions on project basis.
• Develop Business process to support the proposed solutions.
• Develop processes around Software Asset Management.
• Propose best practice recommendations on Asset Management.
• Implementation of Bar Code/RFID solutions for various customers
• Produce reports using Excel from the Altiris Solutions.
• Design asset solutions to manage T1, WAN, and other networking devices.
• Integration activities with HP, SMS, and BMC products
• Implement and design Altiris CMDB solutions for customers

Confidential, TN

ITSM Administrator:

• Designing and implementing ITAM solutions.
• Designing architectures for ITAM systems including integrations with financial, HR and other IT systems and ITIL processes.
• Experience in project management and detailed technical planning.
• Data Center asset management for servers, websites, databases, circuits, T1, WAN, and LAN elements.
• Experience with allocation reporting and weekly reporting on assets in Excel.
• Manage and monitor change process for all assets.
• Implementing ITAM processes, policies and procedures.
• Assessing existing ITAM systems for improvements.
• Writing scripts for automation of tasks (e.g. workflow, reporting, etc)
• Generate detailed process and technical documentation
• Perform Solution design for Altiris Asset Management solutions.
• Manage projects to complete customer requirements for Altiris products.
• Perform fact finding meeting with customers to gather solution requirements
• Perform system demonstrations for potential customers.
• Implement Asset Management Solutions on project basis.
• Develop Business process to support the proposed solutions.
• Develop processes around Software Asset Management.
• Propose best practice recommendations on Asset Management.
• Implementation of Bar Code/RFID solutions for various customers