PROFESSIONAL SUMMARY :

• Almost 5 years of professional IT experience with 3 years of experience in ServiceNow platform as both Developer and Administrator.
• Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large - scale Service Now implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• In-depth knowledge of the technical implementation of Incident Management, Problem Management, Change Management, Service Catalog, Configuration Management, Reporting, Confidential and Integrations.
• Experience in Design and development of CMDB (Configuration Management) in ServiceNow.
• Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Configured LDAP Server, for pulling user and group data from Active Directory.
• Expertise in doing CMDB bulk data load data reconciliation with the help of transform map and transform script.
• Extensive experience of integrating ServiceNow with 3rd party tools and implementation of SOAP and REST API.
• Experienced in different custom applications for automating the business processes of customer.
• Configured SAML 2.0 Single Sign-on authentication, OKTA Single Sign-on authentication.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow/Calgary/Dublin/Eureka/Fuji/Geneva/Helsinki

Languages: SQL, PL/SQL, XML, Shell Scripting, JavaScript, VBScript

Database: Oracle 9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2

Operating Systems: Windows, Unix, Linux

Tools: TOAD, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, MS Office, MS Visio WINSQL,WINSCP

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, CA

ServiceNow Admin/ Developer

Responsibilities:

• Gathered the requirements from the client and given an estimate for the completion of the tasks as a SME (Subject Matter Expert).
• Developed the Knowledge Application in Service Now from scratch to the end.
• Migration of Knowledge Articles from SQL Database into Service Now.
• Managed client scripts, UI policies, UI actions and Data policies.
• Utilize the Service Now Service Catalogue for users to create Services, Requests, and Service Items.
• Created data sources and loaded the Service-Now tables with different data formats
• Maintained existing applications.
• Integration of Service Now with SQL Database Server for accessing the data in server.
• Examined the configuration& visual trace route of Load balancer, Apache nodes with the help of Service Watch.
• Debugged the knowledge base creation & maintenance of knowledge application using Service Watch.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc.
• Deploying MID Servers for Confidential application. Defining and executing the Confidential schedules frequently and validating the results.
• Using the Confidential log form for a quick look at how the probes are doing, manually changing the Confidential source name and also examining the status for the current Confidential .
• Thoroughly monitored the Top down Approach of service mapping in the service watch.
• Migration of customizations from one instance to other instance.

Confidential, Charlotte, NC

ServiceNow Admin/ Developer

Responsibilities:

• Resolved incidents and provided proper root cause investigations as a part of a support team.
• Performed day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Developed and managed application code, user interface, and third-party integration components.
• Performed core configuration tasks including system policies, business rules and client scripts.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Managed users, groups and roles.
• Created Workflow activities and approvals. Implemented new workflows which required a variety of activities to understand how records are generated from workflows.
• Performed migration activities (Dev to QA, QA to Prod)
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigated performance issues, learned troubleshooting tools, and used system logs to find issues.
• Coordinated installation of Service Now 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.
• Developed and improved user systems procedures, and prepared systems documentation.
• Established and maintained effective communications with customers, other technology specialists, and vendors about services.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Developed necessary development documentation as required (e.g. technical design, developer notes, etc.)
• Installed MID Servers on remote desktop and conducted tests required for Confidential .
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Created notifications based on user requirements and also configured inbound email actions to created incidents or requests.

Confidential, Mountain View, CA

ServiceNow Admin/Developer

Responsibilities :

• Worked on End to End implementation of Confidential .
• Maintained the Configuration Items and modified the forms and form Sections.
• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.
• Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials.
• Wrote Classifiers and identifiers to direct the Confidential tool to gather the information of the configuration items with no error.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after Confidential tool runs a scheduled job.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Supported the team with improvising the Confidential tool and the configuring the CI's.
• Created Dash boards on requirement.
• Reported inconsistency of form fields and maintenance of CMDB CI's.
• Gave suggestions to how the data needs to be moved from one Instance to the other using Update sets.
• Worked on end to end implementation of CTI Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the Service Now platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.

Confidential, Redmond, WA

PL/SQL Developer

Responsibilities:

• Coordinate with the application team (Java developers) to provide them with the necessary Stored Procedures, functions and packages (Stored Procedures, Functions, Cursors, Ref cursor) and the necessary insight into the data.
• Resolved functional issues in business processes through enhancements.
• Converted business logics to logical and then physical design of database systems.
• Performed tuning and optimization on SQL queries using analyze, explain plan, TKPROF utility, SQL Trace and optimizer hints.
• Extensively used SQL*Loader to load data from flat files obtained from various facilities every day.
• Generated scripts for creation of new database objects like tables, views, sequences, functions, synonyms, indexes, triggers, packages, Stored Procedures, roles and granting privileges.
• Handled PL/SQL compile-time, runtime errors, and debugging Stored Procedure for business logic modification, granting and revoking Schema Object privileges and roles, responding to system events through triggers.
• Involved in data loading using PL/SQL and SQL*Loader, external tables and Korn jobs calling Unix (AIX) scripts to download and manipulate files.
• Developed automated Korn Shell Scripts to schedule the load of flat files on daily, weekly and monthly basis.
• Regularly analyze review the Crystal Reports developed and make enhancements to them if recommended by the user.
• Developed cross tab reports, sub reports by using Crystal Reports version XI.
• Performed integration testing for checking complete functionality of various modules.
• Participated in daily status meeting to report any bugs, issues and risks.
• Provided 24*7 production supports for complex modules.