PROFESSIONAL SUMMARY:

• ServiceNow Administrator with over 7 years of experience in all phases of Software programming, and ITSM process implementation that includes requirements gathering, analysis, design, development, testing, maintenan migration.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks. 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.
• Experienced in performing ServiceNow Integrations with third party tools using Orchestration with a blend of MID Server. These tools include but are not limited to SQL Server, Oracle Server and LDAP.
• Experienced in installation, configuration and administration of CMDB, along with Discovery, Hardware and Software Compliance Asset Management. Attained good working knowledge on Probes, Sensors, and Identifiers.
• Experienced in designing the Content Management System which involve layouts, themes, Various Content Blocks, Content Pages, reusable widgets and service catalog work. Developing Content Pages quickly and effectively using HTML5, CSS3, JavaScript, JQuery, HTTP, AngularJS, JSON and Bootstrap.
• Experienced in Performance Analytics which included generating reports, developing Custom Charts and integrating with reporting tools like Microsoft Power BI & Explore Analytics in ServiceNow per requirements.
• Experienced in configuration of Business Rules, UI Policies, UI Actions, Client Scripts and ACLs that include advanced scripting.
• Architected the ServiceNow upgrades for the organization from Geneva to Helsinki & Helsinki to Jakarta, which includes requesting new instance from ServiceNow, cloning of instances, scheduling an upgrade and post and pre-upgrade fixes.
• Leading experience in ServiceNow to customization of modules, more features like UI policies, CMDB, Discovery, etc.
• Experience on complete software development life cycle (SDLC) with software development models like JIRA, Agile Scrum Model, Waterfall model
• Experienced in designing complex Workflows and Implementation of Incident, Problem and Change Management and Service Catalog setups for various business applications.
• Experienced in Production Support as first line support & second line support in resolving ticket defects and change requests raised on various applications.
• Strong Capabilities in report generation and work flow development within JIRA
• Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements
• As a ServiceNow Business Analyst assists in the development and delivery of technical and process-oriented solutions and recommendations in support of the production environment.
• Involved in designing mockups for the angular component development.
• Handled all aspects of the UI development including designing, testing/debugging, and deploying
• Experience in Service Management tools such as BMC Remedy, HP SM, and BMC Remedy on Demand
• Hands on experience in creating Approval Rules and Assignment rules
• Working experience with relational databases like Oracle, MS SQL Server, MySQL.

TECHNICAL SKILLS:

Programming Languages: Java Script, SQL, C, C++

Applications: Eclipse IDE, ITSM Suite- ServiceNow

Databases: MySql, SQL

Web Technologies: HTML5, CSS3, and XML

Frameworks: Android SDK, AngularJS

Operating Systems: Windows Server 2008 R2, Linux

Software Methodologies: SDLC, Agile, Scrum

Cloud Infrastructure Tools: ServiceNow, AWS

Web/Application Servers: IBM Web Sphere

Platform: Windows, Linux.

PROFESSIONAL EXPERIENCE:

Confidential, Princeton, NJ

ServiceNow Admin

Responsibilities:

• Implemented Service Catalog, CMS, MID Server, Integrations with LDAP and other applications external to ServiceNow
• Utilizing the ServiceNow Service Catalog for users to create Service Requests and Service Items
• Worked on various modules of ServiceNow like Incident management, Customer Service Management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Developed and Designed Service Portal and customized widgets as per the client needs
• Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job. Experience in working with Web services using REST and SOAP calls.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow. Created various front-end forms.
• Scripted Catalog client scripts and UI policies to make client-side changes.
• Involved in Creation and modification of various Access Controls (ACL's), Business Rules, Script includes, Ajax Query, Jelly Scripts, UI Actions and UI Policies.
• Created Update Sets to migrate customizations from one instance to another instance. Created Email Templates and Email Notifications.
• Designed Workflows along with standard Workflow templates, which can be reused.
• Developed reports as per requirements from management.

Environment: ServiceNow, SQL, JavaScript, Business Rules, UNIX, Web services, SOAP, SQL, XML, HTML, AJAX, Integrations, Cloud services, ITIL, SCRUM

Confidential, Cambridge, MA

ServiceNow Admin

Responsibilities

• Consulted with Enterprise Application colleagues, Business users and end users to provide effective solutions to increase productivity by implementing automation among the manual services provided in the Organization.
• Facilitating rollout of new applications and modules.
• Scheduled Upgrades to all instances of ServiceNow including DEV, QA, PRODUCTION from Jakarta to Kingston Patch 6 .
• Architected the Pre-and Post-fixes of the Upgrade to recover from the issues raised from before and after upgrade.
• Enhanced the existing LDAP integration and modified business rules.
• Used ACL’s for controlling the security mechanism in Service Now.
• Imported Active Directory to Service now using data sources and orchestration. Created Data Sources for various external applications. Used Import sets and Transform maps to import data into Service Now.
• Created various front-end forms.
• Worked on creating Alerts & events in AWS.
• Worked on troubleshooting security rules, scripts etc.
• Worked on pulling account information from AWS to ServiceNow using tools like Turbot.
• Developed On-Property Mentoring program for RTC's (Rail Traffic Controller) and refined their skills sets as a Mentor member.
• Used Active Directory, LDAP and Single Sign-On (SSO) Integration
• Hands on experience with Web Applications and programming languages such as HTML, CSS .
• Implemented web pages including tables, buttons, navigation bar in Angular , JavaScript, jQuery, CSS and HTML based on UI design.
• Experienced in business process flows, business process modeling, case tools, business analysis, gap analysis and organizational change management.
• Worked on various modules of ServiceNow like Incident management, Service Catalog, User Administration, Reporting and Discovery
• Worked on CMDB and Asset management . Performed Data migration to import data from other applications and external databases
• Write, design, edit web page content and direct others producing content by using HTML and JavaScript.
• Extensively worked on retrieving data from web API and displaying the data in tables.
• Developed UI experience within ServiceNow using JavaScript , UI Policy , HTML5 and CSS3 and applying Business Rules.
• Worked with the team to scope, design, develop, implement, test data Designed and implemented the frontend of the new web application based on Angular .
• Expertise in business process design, research, & implementation methodologies, diagramming data & process mapping, applying Unified Modeling Language ( UML ), and the implementation of performance measures.
• During development, worked with JavaScript, HTML, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
• Created and managed cloud VMs with AWS EC2 command line clients and AWS management console.
• Worked on LDAP directories like Active Directory.
• Designed and developed Service Portals using UI components and Widgets.
• Developed reusable UI macros for content management system and Service Catalogs .
• Developed complex workflows and Service Level Agreements to automate the manual processes in the organization and meet the customer standards.
• Documented the Business Requirements Document (BRD) and the Functional Specification Document (FSD).
• Implemented Workflows , Incident Management , Change Management and Service Catalog on various business applications.
• Created Update Sets to migrate customizations from one instance to another instance. Which also includes fixing problems that occur while deploying an update to target instance.
• Responsible to document and maintain all requirements, implementations and approved ServiceNow processes.

Environment: ServiceNow, Windows10, Oracle 11g, SQL*Plus, JavaScript, UNIX, Java Script, SQL, XML, HTML, Shell scripting, Integrations, Portal development, Cloud services, ITIL, SCRUM, CSS

Confidential, Minnetonka, MN

ServiceNow Admin/Developer

Responsibilities:

• Trained Freshmen and new employees on ServiceNow Administration, ServiceNow development and ServiceNow usage for end users.
• Developed with transform maps to Load data from data sources and made sure the imported data is consistent with transform scripts. Also, performed Integrations with LDAP for accessing the user account information.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow
• Carried out application configuration, TCP, IP and DNS, Mail server installation, configuration, and diagnostics with POP and SMTP.
• Developed Incident Management, Problem Management and Change management to support customer service operations of the client.
• Created/Update Sets to migrate customizations from Development instance to Test, UAT and Production Instances.
• Enabled PPM capabilities to bring improved control and transparency over investment priorities; re-engineering processes to create/model/manage budgets, forecasts, and actual spend for projects
• Generated reports and develop custom charts to analyze the performance of the service provided to customers and vendors.
• Created baseline performance metrics.
• Creation of custom reports and designing the dash board.
• Developed various scripts in their order of execution that are related to ACL’s, Business Rules, Client Script, Script includes and UI actions.
• Experienced as a Business Analyst in using the iterative software development life cycle principles of Rational Unified Process to manage, develop and test distributed client/server, internet and intranet applications on heterogeneous environments
• Integration - multiple provider single sign-on enhanced user interface.
• System Administration of Remedy Action Request System.
• Implemented catalog variable set to store and forward Service Request data to Orchestration workflows.
• Created workflow activities and approvals.
• Configured events, notifications, Inbound email actions and SLA rules for incident management process.
• Developed various scripts that are related to Business Rules, Client Script, Script includes.
• Configured SMTP and POP3 standard Email configurations in the ServiceNow instance, along with setting up Email Templates and Email Notifications.
• Designed road map to implement SRM and Orchestration modules. Suggested best practices to develop workflows.
• Work with email notifications, inbound actions, reports, gauges, and home pages.
• Develop various scripts in ServiceNow and their order of execution.
• Resolving incidents with proper root cause investigation as a part of support activity.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement
• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation

Environment: Agile/Scrum, ServiceNow, XML, SQL, DISCOVERY, HTML, Angular JS, SOAP, REST, PPM, JavaScript, Incident Management, Change Management, Problem Management, Jelly Scripting, SCCM, Windows 7 |Development | Business Intelligence | Descriptive Analysis | Predictive Analysis | R Programming | SAS |

Confidential

ServiceNow Admin

Responsibilities:

• Debugging the production issues to find the root cause of the problem and providing a feasible solution to fix the issue.
• Involved with bug fixing on functionality, performance and designing issues with JavaScript and jQuery.
• Successfully executed all the test cases and fixed any bugs/issues identified during the test cycles.
• Analysis of web application code for re-engineering.
• Participated in the system study to understand the functionality of the current system.
• Improved recommended changes to technical and functional designs where appropriate.
• Responsibility to monitor the ITIL Service delivery via process mapping audits and design the procedure.
• Participated in process designing sessions and documented ITIL process flows.
• Experience in designing, development and implementation of ServiceNow Platform ITSM application.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Worked on CMDB and Asset management and Created Transform maps for importing CMDB data.
• Extensively worked on CMDB and set up mid servers as per the requirements.
• Responsible for the creation of MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.
• Populated the CIs (Configuration Items) and configured the CI relations in CMDB
• Configured multiple forms for Asset module using Configuration Management Database.
• Supported teams responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, and performing quality assurance testing and user acceptance testing.
• Involved in a Proof of Concept project in implementing the CMDB with Discovery and ServiceWatch.
• Performed mapping using Service Watch.
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Coordinated day to day change related activities with Change Coordinators working within Change Team

Environment: Agile/Scrum, ServiceNow, HTML, Angular JS, SOAP, Asset Management, Incident Management, Problem Management, JavaScript, Windows 7

Confidential

Web developer

Responsibilities:

• Designed web application layout and form using HTML, CSS, and JavaScript .
• Used Rational Rose development tool to design various Use Cases, Collaboration and Sequence diagrams in Unified Modeling Language UML
• Strong experience on SQL Queries.
• Used JavaScript libraries to create slider and page-turning animations on calendar widgets.
• Responsible for transforming design mock-ups to W3C standards compliant HTML pages using HTML, XHTML, CSS.
• Handled all the client-side validations, slide show, hide and show controls, dropdown menus and tab navigation using JQUERY.
• Participated in day-to-day meeting, status meeting, strong reporting and effective communication with project manager and developers.

Environment: HTML, XML, CSS, MYSQL, Java Script, DOM, Agile, WINDOWS XP.