SUMMARY

• A qualified IT professional with extensive years of experience in ServiceNow platform both as Admin and developer with 8 years of experience working for US companies Conduct internal risk assessments and/or compliance reviews.
• Conduct third party security assessments
• Partner with product leadership and external clients to foster an understanding and confidence in the global cyber security program.
• Conduct assessments for policy exception requests and provide approvals or denials
• Define and prioritize remediation plans
• Monitor remediation efforts and Provide reporting n - depth knowledge of the technical implementation in Change Management, Incident Management, Problem Management, Asset Management, OOTB CMDB, Reporting, Discovery and various CMS features from past 3 years in depth Experience using SQL and PowerShell along with knowledge of technical components such as LDAP, SSO, SSL and other such technologies.
• Extensive working experience with solution designing and very closely with ITSM Process Architect, PPM Process Architect, IT Architect, Business Analysts, IT support teams and other technical teams to make sure that business needs around implementation of ServiceNow Platform are in a controlled and predictive manner.
• Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Hands-on Experience and better understanding of web programming languages such as JavaScript, XML, HTML, AJAX CSS, Jelly, jQuery, HTTP/S and Angular JS.
• Hands on work experience in managing full application stacks from OS up through custom applications and hands on experience using a leading cloud platform provider highly preferred like Amazon Web Services (AWS), Google Cloud, Microsoft Azure, VMWare.
• In depth with practical experience of Source Control systems such as Git, VSTS, Bit bucket, GitHub and Experience with Visual Studio and deploying systems to Microsoft Azure.
• Having good knowledge in Integration experience with AWS, Azure, office 365 and other cloud platforms.
• Extensive practical knowledge working with scripting languages and databases such as Oracle, SQL Server, PL/SQL, Perl, UNIX shell scripts from past 3 years.
• Created a customized role with all the required access to the entire application for the admin of GRC.
• Submitted the documentation and trained the GRC users on ServiceNow GRC Application.
• Worked on GRC application (Governance, risk and compliance). Worked on GRC application.
• Implementation and custom development of Service now Geneva including data validation scripting, server/client-side evidence scripting, Security Operations, and GRC.
• Extensive experience on Orchestration extending the workflow engine and OOTB applications to manage processes and to automate things outside of a ServiceNow instance.
• Excellent hands on Configuration and customization of Help Desk, Change/Incident/Problem Management Modules including: Business Rules, Client Scripts, UI Policies and UI Actions based on user requirements.
• Experience in all phases of Software Development Life Cycle SDLC, customizing OOTB applications, quality management systems and project life cycle processes.
• Implemented Asset Management, Discovery, CMDB and Workday integration for user attributes and on boarding.
• Worked on Discovery in order to re-locate the devices that were irregularly managed and found a solution in resolving the issues with using the Discovery tool for a better use.
• Solved complex problems, design user-friendly interfaces and optimize processes through automation.
• Extensive knowledge on Creation and documentation of test cases as required for Service Management (SM) tool changes.
• Extensive experience in development, testing, and implementation of Telecom, Healthcare, Insurance, and Financial based applications using IBM WebSphere Portal.
• In depth knowledge and hands-on experience working on CMDB to perform data migration from importing data to other application.
• Quickly route customer issues to appropriately skilled agents with machine learning. Provide customers with self-service options, including automated solutions to recurring requests, conversational answers from a chatbot, knowledgebase articles, and an online community of peers and experts.
• Extensive knowledge on Performing system and integration testing with sample and live data.
• Hands on experience and designing of ServiceNow with Azure AD providing the customer with the following:
• Working hard to control the Azure AD who has access to ServiceNow.
• Working for enabling client users to automatically get signed-on to ServiceNow (Single Sign-On) with their Azure AD accounts.
• Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote desktops and developing code for the mid-tier servers.
• Managing your accounts in one central location - the Azure portal.
• Development and Designing of CMDB and ASSET management modules for the implementation process in ServiceNow with web integration services like SOAP/REST.
• In depth knowledge and experience designing new forms and applications using CMDB upon the client request and based on approval flow.
• Responsible for SAML 2.0 Single Sign-On to ensure security enhancements plugin improves integration security by requiring additional checks against the SAML Response URL parameter.
• In depth knowledge of the integration explicitly which checks the SAML response for the proper Identity Provider (IDP) and intended audience URLs.
• Strong experience & knowledge of Web 2.0 technologies mostly working on configuration of ServiceNow Service Management module and use the orchestration capabilities of the platform.
• Functional knowledge, leading the design process, development, documentation, administration implementation and technical support experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and client for 4 years.
• Experience developing ServiceNow applications from business requirements technical design documents.
• Great Hands on experience and knowledge on Service Portal, configuration of custom widgets using Angular JS, Bootstrap.
• Experience in working with the workflows in ServiceNow for Service Catalog using workflow editor.
• Familiarities working with transform maps, data sources and different transform scripts for data loads and management.
• Experience in working on the ITIL Process Configuration like Change Management and Knowledge Management and Reporting in ServiceNow.
• In depth knowledge of Working with schedule jobs, events and triggers to manage business needs and handle background work.
• Working with Project managers in managing software development life-cycle to meet the Development, Testing and Deployment schedules.
• Following the ITIL standards in defining the Incident, Change and Problem management processes and configuration of the tool.
• Interacting with business users and service delivery manages in analyzing the business requirements and defining the implementation process.
• Work effectively with others in a team environment & Lead various projects.
• Strong verbal, written and interpersonal communication skills.

TECHNICAL SKILLS

Service Now: Change Management, Incident Management, Problem Management, Orchestration, ITSM, ITOM, Service Catalog, Configuration Management, CMDB, Reporting, Discovery and Integrations, Client Side and Server-Side Scripting, Client & Server API's, Glide Aggregate, Glide Record, Administration, Reporting, Email Notifications, Creating/Editing Home pages, Personalizing Forms.

Process Model Tools: MS Office Suite 9X/2000/XP (PowerPoint, Word, Excel, Access, and Outlook), MS Outlook, MS Project, MS Visio. languages: C, C++, HTML, Java Script, Angular Java script

Methodologies: Agile Modeling, SDLC model, Waterfall model, Spiral model.

Databases: Oracle, SQL Server, PL/SQL, Perl, UNIX shell scripts

Operating Systems: WIN XP, Linux, Unix

PROFESSIONAL EXPERIENCE

Confidential

Senior ServiceNow Engineer

Responsibilities:

• Configure and customize Incident Management & Problem Management applications to meet Business Requirements Conduct internal risk assessments and/or compliance reviews
• Conduct third party security assessments
• Partner with product leadership and external clients to foster an understanding and confidence in the global cyber security program
• Conduct assessments for policy exception requests and provide approvals or denials
• Define and prioritize remediation plans
• Monitor remediation efforts provide reporting
• Create Order Guides according to the client requirement.
• Maintained and administered the implemented instance of ServiceNow modules including: Incident, Change, Problem, and service Catalog.
• Writing Business Rules, Client Scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Create and load Catalog items and record producers.
• Developed a website using Java Servlets and REST Web services for the credit card payment through PayPal API.
• Worked on the latest release Istanbul which is the advanced release and discovered ServiceNow upgrades.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management in Helsinki and Istanbul version.
• Created various front-end forms, and associated Client Scripts, UI Policies, including advanced customizations that require modifications of UI Pages/Macros.
• Build reports, gauges and home pages.
• Helped customer realize business value from CA Clarity PPM tool. Designed and implemented PPM solutions for Project Management, Portfolio Management, Financial Management, and Time Management.
• Define processes to monitor and evaluate the performance of key Portfolio components. Analysing risks and benefits during "Phase Gate reviews"
• Optimize and Balance the Portfolio for performance and value delivery. Evaluate Trade-offs of Portfolio objectives- balancing of short-term goals against long-term goals.
• Create and use update sets to move customization between systems.
• Search, populate and customize the knowledge base.
• Involved in providing Implementation and production support for service Catalog, Asset Management, Knowledge Management modules.
• Integrated Twilio with ServiceNow for Voice Alert Notification using REST API.
• Handles incident resolution for ServiceNow instances and tenants including troubleshooting and patching.
• Assisted in enforcement of development deadlines and schedules.
• Managed users and groups access rights, business rules, global controls and scripting.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Developed operational requirements documentation and train operational staff to maintain solution.

Environment: Service-now Asset, change Mgmt., CSS, HTML, Web Services, CMDB, MS SQL server 2008, Angular, Ajax Service Oriented Arch, Web Services, File builder, Service-now Module Testing.

Confidential, Arlington, VA

Senior ServiceNow Developer

Responsibilities:

• Mainly responsible for the design, development of ITOM modules, and critical integrations into legacy environments including reporting infrastructures.
• Development of ServiceNow applications, including modification to existing ITSM modules, working with process owners to develop and implement workflow, perform regular ServiceNow Discovery and CMDB maintenance, Report Setup/Custom Reporting, perform data imports, Custom Scripting, 3rd Party software integrations, facilitating roll out of new applications and modules.
• Implemented Change management from scratch, along with CMDB configuration changes along with customizing and creating new forms and workflows.
• Performed the task of using Discovery to load configuration information to CMDB.
• Worked with Application Owners to restructure CMDB based on Company's Architecture.
• Hands-on Experience which develops and configures ServiceNow ITOM modules and reconfigure and maintain existing ITIL modules.
• Integrated ServiceNow with Microsoft SCCM 2012.
• Worked on SCCM activity pack for orchestration to manage software deployment and collections.
• Worked on PowerShell scripting for policy execution.
• Configured mid server with Microsoft SCCM to communicate with SCCM server.
• Worked on user Collection activity, Application activity, device collection activity from SCCM
• Performed the task of using Discovery to load configuration information to CMDB.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Configuration and Implementation of HR Service Management, IT Service Management (Incident, Problem, Change) and Knowledge Management, Service Catalog, Project Portfolio Management (PPM) and Web Services Integration with JIRA in ServiceNow.
• Developed HR service management portal as per business requirements using JavaScript, HTML, CSS and Jelly script.
• Used HR staff to create, manage, and view HR cases to process staff requests.
• Communicating with Incident Response tasks, change request and problem management.
• Also utilized logical groupings of Vulnerabilities to reduce the number of items requiring work.
• Automate the Vulnerability exception process for increased efficiency and consistency.
• Making sure customer service a team sport by engaging other departments in the resolution of the root cause of issues, driving permanent solutions, and improving product quality. Integrate CSM with ServiceNow® Field Service Management, giving customer service visibility into on-site repairs.
• With access to real-time operational health of customers, agents receive alerts of potential issues before the customer is even aware.
• Implemented Change management from scratch along with major built in CMDB along with implementing security to data, based on the user limitation not just for ITSM tickets but also to core forms and foundation data, based on Onshore-Offshore User access limitation.
• Working hard to fix the root cause of issues by delivering service as a team sport with the Visual Task Board: identify issues in customer service and assign them directly to field service, engineering, operations, finance, legal, and other departments and track those issues to resolution.
• Configured and maintained Service First Configuration Item Discovery, Service Mapping Discovery and the Service First Configuration Management Database.
• Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after Discovery tool runs a scheduled job
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Demonstrate hands on experience with multiple implementations of the core suite of ITOM applications (Discovery, Service Mapping, Event Management, Cloud Management
• Setting up and monitoring workflows, creating and tracking Service Catalog requests, and items with variables.
• Managing users and group’s access rights, business rules, controls and scripting.
• Mostly worked on Supporting Service Management (SM) analytics, including all operational reporting aspects of SM tool (SLAs, KPIs, dashboards, ad hoc, etc.) using ServiceNow Performance Analytics.
• Served as a resource for user acceptance testing for tool upgrades and enhancements.
• Assist developing ITSM roadmap. Analyze and recommend emerging ITSM technologies that can provide benefit while reducing risk.
• Provide configuration update support and functionality checking within the development cycle of ServiceNow.
• Work closely with ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfilment teams.
• Hands on experience working on use the plugin to orchestrate business services, applications, and infrastructure and also used Orchestration to automate Web Services and uses MID Servers to execute commands on devices inside an enterprise's network.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration.
• Worked on Procurement Application in creating purchase items and full filling the catalog requests.
• Customized the applications using Business Rules, Client Scripts, UI Action and UI Policies, External Data load using Transform maps, etc., based on the application requirements and rolled out the customizations to upper environments using Update Sets.
• Day to day work in order to ensure and facilitate the implementation and integration of all modules.
• Worked on configuring, customization of Project management as per the requirements.
• Involved in creation of Reports, Dashboards in ServiceNow.
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform rules, Alert rules, Incident Templates.

Environment: Service-now Asset, change Mgmt., CSS, HTML, Web Services, CMDB, MS SQL server 2008, Angular, Ajax Service Oriented Arch, Web Services, File builder, Service-now Module Testing.

Confidential, NY

ServiceNow Engineer

Responsibilities:

• Designed and delivered technical methodologies around the ServiceNow platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the ServiceNow platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Worked to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: ServiceNow, Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, XML, HTML, AJAX, Shell scripting.