Senior Service Now Developer/administrator Resume
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SUMMARY
- A Certified Service Now Developer/Administrator with excellent knowledge of development, competent professional with around 10 years of IT experience including 8+ years of extensive experience in Service - Now working with different modules such as Incident Management, Change Management, Knowledge Management, Service Catalog and Service Portal.
- Extensive knowledge and experience in implementation of Service Now with more than 5 years of experience in configuring applications using Service Now tool, used in ITIL Management.
- Deep functional and technical knowledge of the Service Now platform as well as experience in delivering medium to large-scale Service Now implementations. Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
- Expertise in installation and configuration of different modules of Service Now.
- Performed backend testing on SQL Server, executed various DDL and DML statements.
- Experienced in designing, development and implementation ofServiceNowPlatformITSM application.
- Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
- Involved in analyzing the applications and development of test cases.
- Involved in performing System testing of the entire applications along with team members.
- Conducted Integration, Regression testing.
- Extensively used Quality Center for test planning, bug tracking and reporting.
- Manage theServiceNow, Enterprise Platform andCloudIntegration Services that requires system implementation into Fed RAMP certifiedcloudenvironments.
- Executed SQL Queries and Procedures to perform database testing
- Managed and completed 500+ incidents, 800+ catalog tasks and 100+ enhancements within the company's Service Now instance, these opportunities ranged from user administration requests to specific enhancement requests requiring detailed documentation, continual communication and custom development within Service Now using the SDLC application for release management.
- Managed data with tables, CMDB import sets Users, Groups and roles.
- LeadServiceNowimplementation for variousITSMprocesses e.g. Incident, Problem, Service Catalog etc.
- Designed and implemented SLA - Service Level Agreement and the required work flow with Email notifications.
- Expertise in gathering requirements for Service Catalog and developing workflows.
- Hands on experience in web development using HTML, JavaScript and CSS.
- Development experience adhering with SDLC processes like Waterfall, Agile, and Test Driven Development.
- Expertise in using Content Management System (CMS), Business rules, client scripts, Dictionary overrides, UI policies and UI actions based on user requirements.
- Conceptualized, designed, tested, documented, implemented and optimized BMC RemedyITSM system features and solutions that enable and support business functions and processes.
- Extensive Knowledge Transfer to internal staff aboutITSMapplications and best coding standards in Remedy.
- Managed and lead the development and configuration of BMC RemedyITSMapplications and process definitions.
- Developed and implemented all Program &ProjectportfolioPDLC & SDLC methodologies.
- Recorded podcasts & white papers related toportfolioand PPM strategy excellence.
- Architected and delivered multiple toolset integrations with existing client tools while introducing new opportunities for automation.
- Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
- Involved in evaluation ofITSMtools like Kovair, OTRS, and Digite for selecting tool to be used for internal projects.
- Directed the transformation of complex end-user requirements duringCloudconversion; advised on options, risks, and impacts on business processes and cultural adoption.
- Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
- Developed PMO communication strategies and prioritization models including value vs. risk metrics
- Good grip on Performance Analytics several script objects for use in scripts such as formula scripts, SNOW API's as well as APIs for querying Performance Analytics data which includes PA Scorecard API and PA Snapshot API.
- Creation of custom reports and designing the dash board.
- Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, 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.
- Expertise in application development using Java, J2EE, JSP, Servlets, Struts. Possess a strong coding experience using Core Java.
- Developed, managed, measured, and reported on key SLA metrics including: mean time to repair, resources required per case, and issue avoidance.
- Worked directly with client on a global project to locate client’s missing assets within their dataset, as well as, helped to discover issues within client’s global asset inventory system and provide recommendations to correct them.
- Assisted management and client with testing of ticket SLAs usingService NowUAT ticketing system to ensure client implemented SLAs are functioning properly.
- Prepared procedural documentation for all reporting processes.
PROFESSIONAL EXPERIENCE
Confidential
Senior Service Now Developer/Administrator
Responsibilities:
- Responsible for designing a tactical solution for balancing the budget.
- Led the team through brain storming sessions, walkthrough of the proof of concept. Managed the team that consists of stakeholders, Plan view administrators, users and Project Managers through timely, continuous and clear communications through the completion of the project.
- StreamlinedServiceNowdemandmanagementprocess and managed release lifecycle.
- Identified solutions for process governance and documentation design.
- Created and implemented process documentation for incidentmanagement.
- Assumed a strategist role and designed a tactical solution to balancing budget in Plain view application (Total budget of 200 million).
- Facilitated Continuous Service Improvement across processes to ensure consistency inITSMbest practices.
- Developed processes, documentation and training for Incident, Problem and Change Management.
- Developed consensus during organizational change engagement.
- EnsuredITSMprojects and enhancements are prioritized and delivered according to IT SMO processes and standards utilizingServiceNowplatform data governance and development best practices.
- Wrote requirements to produce ad-hoc Financial Reports to be used by decision makers such as COO and Portfolio Leads.
- Lead the team in analyzing the automation opportunity for eachbusinessfunction towards a strategic solution.
- Transformed CMDB to maintain data accuracy, maturity, CI relationship mapping, CI reconciliation and enhanced user experience.
- Analyzed user needs and software requirements to configure two level access control structure in Plan-view Conducted interviews, prepared Fit Gap Analysis of access control structure (Current and Proposed).
- Defined requirements templates to be used for gathering currents state assessments and for future design.
- Responsible for documenting weekly team meetings withBusinessExecutives and Stakeholders and circulating among the team.
- Led project design and development of Run Books for Vital Critical application support and updated Root Cause Analysis process.
- Developed business process improvement plan and process to integrate Incident, Problem, Change and Availability Management.
- Led major incident Post Mortems, RCA and Preventive Action Item reviews across in a global environment.
- Involved in creating the Key Operating Procedures (KOP) manual for differentBusinessgroups.
- Installed MID Servers on remote desktop and conducted tests required for Discovery. Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
- Worked on End-to-End implementation of Discovery. Maintained the Configuration Items and modified the forms and form Sections.
- Experience on DISCOVERY and setting up MID servers and populating CMDB.
- Enable the efficient Discovery of SSH and SNMP devices and WMI devices running on multiple Windows domains, using multiple MID Servers.
- Developed Probes and Sensors in Discovery.
- Documented the pre-CSA meeting minutes and maintained regular follow-ups. Participated in weekly PMO meetings to understand the risks and dependencies related to the project.
- Responsible for maintaining the project document repository using MS SharePoint and made updates to project plans using MS Project.
- Information Technology Asset Management is critical solution used to meet fiscal goals and to positionbusinessstrategy with asset infrastructure by managing hardware and software from physical, financial and contractual perspective.
- Defined processes such as User requests for Software/Hardware, buying, re-licensing, re-certification, configuration, true-ups, Audit, retire or discard.
- Orchestration task were performed on remote computers using certain probes.
- Work with application owners for approval process for automated processes using Workflows.
- Experience in Designing Surveys and Assigning surveys through scripts.
- Created detailed workflows and tables with sequence of steps which to automate the processes byService Now
- Formatted the intake-forms and gathered requirements for various levels of approvals, repository details for Asset Maintenance Data Base. Automate a new hire process. The objective of the project is to provide the necessary automation to hire an employee.
- Created several Database Views, UI Views.
- Created Update Sets to migrate customizations from one instance to another instance.
- Documenting the code and operation procedures for ServiceNow platform.
Confidential
Service Now Developer/Administrator
Responsibilities:
- Oversaw the end-to-end Microsoft Dynamics 365 implementation for Brookfield Asset Management (Global).
- Create various local and global reports in Access and Excel to enhance management team awareness of ticket and user subscription data with productivity analysis, SLAs, and trending.
- Managed multiple Additional Service Requests (ASRs) contracts by creating statement of work and completion of work documents.
- Worked on End-to-End implementation of Discovery.
- Developed global reports using client basedBusinessObjects andService Nowdata sources to assist global and regional managers on how to better serve the client.
- Developed transaction documentation template to assist technicians on how to provide simple information the client requires for each Desk Side ticket closed in order to simplify and speed up billing process.
- This implementation helped reduce the amount of time the client spends on reviewing billable tickets and lowers the number of monthly disputes by the client averaging between 300-400 tickets down to 30.
- Prepared monthly financial report presentations based on the institutional sales pipeline for the Global Asset Management-US sector.
- Collaborated with Process Architect in creating the TO-BE state process flows for Deutsche BankBusinessgroups using Microsoft Visio.
- Involved in stakeholder analysis, identifying and coordinating with various Deutsche BankBusiness groups.
- Responsible for in scheduling the Current State Assessments (CSA) sessions with Operational and Financial groups.
- Participated in integration analysis and studied critical dependencies onService Nowmodules for delivery of ITAM within the DB environment.
- Collaborated with Configuration team to understand the Software Lifecycle.
- Responsible for scheduling sessions with external global vendors to understand the SLA and contractual agreement.
- Performance Management andBusinessIntelligence Project. The objective of the project is to significantly reduce the demand on KTech resources by automating the calculation of Key Measurements and Charts.
- The solution also provides the capability of adding narratives by the Leadership to the monthly Ops Comm. deck that is presented to the CIO.
- Facilitated meetings with KTech Leadership to elicit requirements to define meaningful and actionable Key Metrics and Information Indicators (Information Measures).
- Interviewed 57 Team Leads to gather requirements to fully develop Key Performance Indicators (KPI) that are specific, target-based against which results can be graded.
- Gathered requirements to develop Information charts to gauge the performance of operations.
- Created the list of Key Measurements that eliminate ambiguity and set SMART goals linked to strategic and measurableBusinessObjectives.
- Wrote functional requirements to create and maintain Measurements Dictionary in the Performance Data Warehouse.
- Gatheredbusinessrequirements to create an interface to Planview resulting in savings of over two million dollars per year.
- Good knowledge of CMDB and Asset Management Services, Business Services and Configuration item relationships.
- Developing JavaScript and configuring workflows to implement additional features, customizations and enable the process flow.
- Worked with Orchestration which enables an IT organization to automate complex tasks on remote computers reliably and quickly, with best practices every time.
- Integrated ServiceNow with new data sources.
- Hands inexperience in Various Web Services Integrations using REST and SOAP.
- Installation experience in Power Shell on MID Servers. Configuration of MID Servers using PowerShell with installation and supporting Windows operating system.
- Articulatedbusinessand functional requirements into detailed testing scenarios and further translated them into test cases. Coordinated test case walks through.
- Coordinated and managed testing effort between teams across various time zones in the world such as India and London. IT Asset Management Project.
- Elicited requirements by interviewing, HR Group, Finance and Accounting, Talent Management team, Hiring Managers, and the COO.
- Analyzed the total work involved and divided into manageable tasks to be developed in three phases: Enter a Requisition, Prepare an Offer, Extend and close the RequisitionService Costing Project, Analyzed the application and created process documents for Apptio project.
- Created data flows and QRG (Quick Reference Guides) for training end users.
Confidential
Service Now Developer/QA Analyst
Responsibilities:
- Created necessary trainings (approx. 50 -55 in order to check personnel qualification. Skills etc...) for the personnel (In service-now term it is 'sys user' table) whenever any new personnel on boarded for particular post with given location. We used predefined templates for all trainings that is created by contractor admin (special privilege).
- During creation of trainings we have some refresher training that need to be complete every year before last training get expired.
- Reviewed and analyzed business requirements and functional requirement documents.
- Developed and revised manual integration tests.
- Developed and delivered ITIL and tool focused training to users located across the United States.
- Developed integrations with multiple monitoring systems, Microsoft Exchange, CA Spectrum, NAGIOS, and JIRA.
- Created coaching reports for service desk managers to drive improvement.
- Worked directly with technicians to drive adoption of procedures and deliver greater productivity.
- Acted as a single point of contact between development and testers for iterations, testing and deployment activities.
- Utilized Quality center for defects tracking, analyzing, documenting and communication.
- Developed test cases and executed them manually.
- Documented test results and procedures.
- Generate certification once user completed all assigned trainings in PDF format and sent it via email. For this I written code in UI Page using Jelly and used JavaScript code to convert UI page into PDF.
- Created Data Sources for various external applications. Used Import sets and Transform maps to import data into Service Now.
- Performed Database testing by writing and executing queries for the dynamic data.
- Conducted manual testing for checking Functionality testing during the various phases of the development of the online application.
- Performed Functional testing on the application.
- Design complex workflow in order to automate the Nomination and Investigation of the personnel.
- Collaborated with application and infrastructure teams to provide architectural and technical guidance and oversight forServiceNowsolution implementation and customization.
- Prepared Test Plan to create test cases and test procedures.
- Tracked issues using Quality Center.
- Configured Mid Server's on Dev, UAT and Production Instances.
- Developed and oversaw testing strategies to ensure rigorous testing and validation ofServiceNow implementation prior to production.
- Involved in theServiceNowDiscovery and CMDB maintenance.
- Integrate between service now and people soft by using SOAP Message, to read the latest post and location information.
- Develop and design Template, Notification and Event (approx. 40-45) to communicate about the changes in records.
- Written code for the Business Rule, Client Scripting, Script Include and Schedule Job by using Glide Record, Glide Ajax, Glide System, JavaScript etc.
- Design and develop ESS Portal for the personnel by using Jelly Scripting, HTML, Bootstrap, JQuery, Angular JS and Prototype JS. So, that they can do their activity from portal without navigating to new pages.
Confidential
Service Now Developer
Responsibilities:
- Manage clone scheduling process and asset management role request functionality. Actively participate in meeting with project and program managers to analyze the requirements and develop workflow designs by following traditional Agile/Scrum methodology using the SDLC application in production instances.
- Contribute to the script including Web Services to create data base structure for development. Develop business rules, Client scripts, UI actions and UI policies across the Asset Management applications as per the requirement. Handle production support Tickets and resolve many issues and assigned to relevant teams.
- Configure Inbound and Outbound Email actions and develop email scripts as per the need. Handle asset management for the implementation, CMDB to control user assets as per the requirements.
- Involved in analysis of end user requirements and business rues based on given documentation and worked closely with tech leads and business analysts in understanding the current Service Now system.
- Create various workflows for Incident Management, Change Management, Service Requests and SLA's. Contribute to end user self-service portal management.
- Configure end to end process for Knowledge management and contribute to the knowledge Centered Support (KCS) plug-in. Create users, roles, groups and load the data to Service Now objects using import sets on daily, weekly, monthly and on request basis
- Create homepages including basic reporting gauge configuration and dashboard presentation. Involved in running the daily, weekly jobs to push the data into the application using import sets and Transform maps. Generate weekly report for IT management. Create and use update sets to move customizations between systems. Actively involved in end user portal design, and also the ongoing support and maintenance using CMS application Service Now.
- Design, configure and customize new applications and modules. Assist in trouble shooting patch/ release management issues. Utilize update sets, UI scripts, Notifications as part of customizing the Service Now
- Utilize Transform maps to import Data to Configuration Management. Move update sets from one environment to another environment. Write Data Sources, transform maps and properly analyzing coalesce to avoid duplicates.
- Customize the forms and Lists of Incident and Problem Management tables. Configure multiple forms for Asset module using Configuration Management Database.
- Resolve typical Users access and roles issues by checking active directory and users table. Pull reports and scheduling the reports as per the client requirement.
- Write notifications and changing the users for receiving the mails. Gather requirements from client creating catalogs items. Create Workflows and Execution plans for the catalog items. Create approvals in workflows and execution plan. Create UI pages for a better visual appearance in catalog items.
- Service Catalog design and workflow design based on the approval and fulfillment process. Strategies for overcoming these barriers.
Confidential
Service Now Developer
Responsibilities:
- Developed workflow required for creation of Knowledge Articles from submission to approval. Created Workflows and Execution plans for the catalog items in Service Now
- Created UI pages for a better visual appearance in catalog items in Service Now.
- Involved in doing error handling, debugging and troubleshooting Sessions using the Session logs, Debugger and Workflow Monitor
- Configured Email Notifications and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests
- Utilized Access Control Rules for securing and providing the right access to right person/role.
- Performed Data migration of CI Attributes for CMDB using Import sets
- Utilized the Service Now Service Catalog for users to create Service Requests and Service Items.
- Worked with application owners to update Workflow tasks and Approvals for automated processes
- Documented the code and operation procedures for Service Now platform.
- Performed environmental promotional activities from Dev to QA to Prod
- Handled maintenance, administration, implementation and enhancement of the Service Now application currently on Calgary.
- Created workflows and install patches as needed.
- Provided technical leadership and training, perform peer code reviews and ensured the Service Now team follows development best practices
- Contributed to the integration of Service Now with many third-party applications and data sources, the most common integrations are with CMDB, Incident Management, Problem Management, Change Management, User Administration, and Single Sign-on
- In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations
- Extensive experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process
- Extensive experience in activities related to SFDC Development like creating visual force page, and creating business logic using apex.
- Experience in Installation and Configuration of different modules of Service-Now
- Managed all relationships required to align impacted lines of business to successfully set up Discovery and configure it to update the CMDB accurately
- Customized the functionality of the Service Now discovery tool to meet the company outlined requirements. Maintained all data entered into the production CMDB via discovery to ensure data integrity
- Directed the integration between Service Now and SCCM allowing for electronic discovery of all Windows based PCs and servers on the company domain
- Adjusted Service Now import sets and transform maps accordingly to ensure data entering Service Now tables matched the company outlined requirements
Confidential
Java Developer
Responsibilities:
- Developed web application using Struts Framework.
- Used Eclipse as IDE tool to develop the application.
- Designed and developed user interfaces using JSP, HTML and CSS.
- Developed Action Form classes, Form beans, Action Classes using Struts.
- Hibernate is used to persist the objects in the Database.
- Implemented MVC, DAO J2EE design patterns as a part of application development.
- Created Web.xml, Struts-config.xml, Validation.xml files to integrate all the components in the Struts framework.
- Worked heavily with the Struts tags- used struts as the front controller to the web application. Implemented
- Struts Framework according to MVC design pattern.
- Implemented validation framework for creation of validation.xml and used validation-rules.xml.
- Designed and developed user interfaces using Velocity, HTML and CSS.
- Design and development of application using Java, J2EE, Hibernate & XML.
- Used Hibernate framework for the backend persistence.
- Extensively used the LOG4j to log regular Debug and Exception statements.
- Performed code review and unit tested the application. Developed the Entire application using Eclipse.
- Closely worked with Test Team to identify bugs in application.
- Used Confidential RAD7 as IDE tool to develop the application and JIRA for bug and issue tracking.
- Used JQuery and JSF validation framework for front end validations.
- Used Subversion for software configuration management and version control.
- Involved in developing applications using Java and J2EE.
- Used SOA (Spring WS) for implementing third party Services.
- Deployed the application on the Web Sphere Application Server.
- Develop web application using Struts Framework.
- Develop user interfaces using JSP, HTML and CSS.
- Use Confidential RAD7 as IDE tool to develop the application and JIRA for bug and issue tracking.