SUMMARY:

• 9+ years of IT experience in Service - now Architect and Application Development.
• S ervice- Now  experience in Scoped Applications-New feature of Fuji release.
• Training the laterals as well as fresher’s on Service Now platform in my previous organization.
• Service- Now  experience in upgrades.
• Service- Now  experience in Implementation, design, development.
• Service- Now  experience in Custom Applications.
• Service-Now experience in Performance analytics.
• Service- Now  experience in Implementation of Workflow, Incident, Problem, Change management as per the customer requirement.
• Service-Now experience in Configuration of LDAP, Inbound email action etc.
• Service-Now experience in Core Configuration.
• Service-Now experience in Service Catalog.
• Worked on Event Management, Event Source, Event Rules, Field/Data Mapping, Discards.
• Worked on Incident Creation and knowledge articles.
• Worked on Alert rules, Alert Correlation.
• Worked on Dashboards, Notification and reporting.
• Good Knowledge of HTML5 & CSS3.
• Sound working knowledge of tools like MS Visio, MS Office, JIRA, Service Now.
• Experience in working in an Agile Scrum environment with ability to breakdown requirements into Epics, Features and user stories.
• Knowledge of Agile Scrum tools.
• Involved in sprint planning meetings and work towards defining the sprint items along with the product stakeholders.
• Pin down client’s complex processes basically Non ITIL processes and converting them into user stories for the development team.
• Sprint planning, creation of sprint backlog, helped in creating Product backlog.
• Update set migration onto the production Instance
• Taking requirement from client, analysing the requirement and accordingly creating project plan, and distributing the task among the team members and also tracking status.
• Experience with MID server, Service-Now Adapter, Glide Scripts, Transform maps, Scheduler, Web Service, External Database Connections, CMS.
• Administrate, update and development of Service Now applications, modules business rules, client script, UI Action, UI Context Menus, UI policy, email notifications, UI Pages, UI Macro, Scheduled Jobs, Script Includes, Events, forms, SLAs, reports, Access Controls, Workflow, Homepage Administration, User Administration, Update sets, Notifications, Field Administration
• Excellent knowledge for implementation of incident management, problem management, change management, reports and service catalog.
• Post go live User Acceptance Testing with client, Incidents and Change Management, KM, PM.
• Good Communication skills.

TECHNICAL SKILLS:

Tools: Service Now (*ITSM), NetBeans, Microsoft Visual Studio 10, Remedy

SQL Database: Oracle, MySQL.

Design: Core Design Patterns, Enterprise Design Patterns.

Programming: Core Java

Scripting: java scripting, Jelly script, Html, Css

Platform: UNIX, Windows.

PROFESSIONAL EXPERIENCE:

Confidential, Schaumburg, IL

Sr. Service Now Architect, Consultant

• Assist client in implementation and integration of software and processes that enable them to meet their ITIL goals.
• Designed and architected solutions to satisfy business needs of IT Infrastructure and Business Systems teams.
• Responsible for Implementation project management for current and new deployments of a SaaS, PaaS, IaaS ITSM implementation.
• Software customization, workflow automation, data import/synchronization, LDAP Integration, third party software integration, internal and external training, and creating proof of concept trials.
• Other core technologies include implementing Single Sign-on using the following methodologies: Digested Token, SAML 1.1, SAML 2.0, and NTLM. Also extensive development interaction with Web Technologies (XML, HTML, Java, JAVA Script, Web Services, and SOAP)
• Instrumental in the launch of ITIL core processes and foundation modules: ESM portal, Incident Management, Service Request, Facilities, Change Management.
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an agile development Environment.
• Involved in working with process owners to develop workflow, implement the workflows in Service.
• Applications and administer the tools and enhanced requests by JavaScript.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.

Confidential, CA

Service Now Architect

• Programming in JavaScript, Angular, Bootstrap, AJAX, JSON, Jelly, jQuery, HTML, CSS, XML
• Development of detailed Service Now application configuration
• Use Web Services (REST & SOAP) to integrate with 3rd party software applications
• Coordinate on engagement scope, requirements and SCRUMs in an Agile environment
• Participate in team activity.
• Provide consulting to client on solutions, best practices, and potential risks.
• Maintain current knowledge and thought leadership using appropriate resources and guides
• Provide testing and quality assurance on all work performed throughout engagement
• 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.

Confidential

Sr. Service Now Consultant

• Gather specifications from the Customer and deliver finished product that meets the requirement.
• Building new changes, enhancing/customizing existing SN utilities as per client requirements.
• Configuration/Customization of the Service Now system, creating workflows
• Worked in an Agile Scrum environment with ability to breakdown requirements into Epics, Features and user stories.
• Perform integrations and process automation using Service Now functionality.
• Involved in sprint planning meetings and work towards defining the sprint items along with the product stakeholders
• Handling Incidents as per SLA’s
• Scripting (Client, Server)
• Client Communication (Handling calls, involved in meetings).
• Load, manipulate and maintain data between Service-now and other systems.
• Performed basic and advanced configurations in many different ways to address an organization’s business needs and managing Service-Now instance
• Implemented Workflows as per User Requirement.
• Build Service catalog modules from scratch.
• Implemented new functionalities as per client requirement.
• Integration with 3rd party tools.
• Perform system and integration testing.
• Monitor health, usage and overall compliance of the application

Environment: Service Now, ITIL, JavaScript, Jelly scripting, Web Services, XML, JQuery, JSON, Angular JS

Confidential

Sr. Service Now Developer

• Maintained the Configuration Items and modified the forms and form Sections.
• Worked on Configuring the IP Addresses to help find out the un-discovered CI's into CMDB.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Loaded assets into SNOW from third party system using Web Services and Import Sets.
• Loaded assets into SNOW from third party system using Web Services and Import Sets.
• Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Created Dash boards on requirement.
• Reported inconsistency of form fields and maintenance of CMDB CI's.
• Worked on Asset Management and provided service to the desktop and engineering services team.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.

Environment: Service Now, ITIL, JavaScript, Jelly scripting, Web Services, XML, JQuery, JSON, Angular JS

Confidential

Service Now Developer

• Customized various modules as per the process requirements.
• Developed custom applications taking Service Now as a platform.
• Developing user friendly interface for Service Catalogue.
• Configuring Users, Groups and Roles.
• Customization using Business Rules and Client Scripts.
• Creating Various UI Policies and UI actions for alerting a user if a particular Action is performed.
• Used Import Sets to extract data from various other sources and field
• Mapping for the same.
• Customization of Home Page using various widgets and Gauges.
• Created Workflows for Service Request.
• Used Update sets to move customization from Dev to Production Instance

Environment:  Service Now, ITIL, JavaScript, Web Services, XML, JQuery, JSON

Confidential

Service Now Admin & Developer

• Defined process to create articles and route it through various levels of Approval process to get it published in the Knowledge base
• Customizing UI (Forms, Buttons, etc.).
• Creation and Customization of Notifications
• Defined various states in which an article can reside, e.g. Draft, Review, Reviewed, Published and Retired
• Email notifications are configured so that the users kept well informed about Assignment of the tasks.
• Creation of Business Rules, UI Policies, Actions for Incident Management and Knowledge management.
• Documenting Run book/Usage Documents and updating them frequently.

Environment: Service Now, ITIL, JavaScript, XML, JQuery

Confidential

Remedy Admin

• Creation and Customization of Notifications
• Documenting Run book/Usage Documents and updating them frequently.
• Handling Incidents as per SLA’s
• Client Communication (Handling calls, involved in meetings)
• Tool Customization