SUMMARY:

• 11+ years of total ITSM/ITIL experience as a ServiceNow developer, AngularJS, Service Portal, CMDB, AngularJS, ITIL, HP Service Manager and JavaScript
• Experience on ServiceNow development and administration
• Experience in various software development practices Agile, Waterfall etc.
• Expert knowledge on ITSM and ITIL with sound knowledge on ITIL guidelines
• Design, development, configuration and management of enterprise service Management solutions using ServiceNow
• Experience on design and maintenance of a global configuration management database(CMDB) in ServiceNow
• Knowledge on Performance analytics, Discovery, Service Mapping.
• Basic experience on ServiceNow products like IT Service Management, IT Operations Management, IT Business Management, Security and Application Development.
• Experience on developing ServiceNow portal UI pages using AngularJS (1.6), HTML5, CSS, JavaScript and Twitter Bootstrap in ServiceNow Studio
• Experience on JSON and Powershell
• System integration experience using web services and other web based technologies such as XML, HTML, AJAX, CSS, HTTP, REST / SOAP
• Worked on agile/SCRUM methodology.
• Experience on developing ServiceNow APIs, ServiceNow workflows, UI pages, UI Macros, Business Scripts, Client Scripts, and UI Actions.
• SNOW administrator depth knowledge and scripting experience.
• Ensure tool configuration consistency across development, stage, testing, sandbox and production environments.
• Develop Enterprise Mobile and web application development using AngularJS/Twitter Bootstrap and manual testing of web/mobile applications.
• Prior Business analyst and project management experience.
• Experience in integration of ServiceNow and HP Service Manager
• Knowledge on Python; Depth experience on HP Service Manager programming language
• Prior Experience in developing applications using Java
• Contributed in the full software development life cycle from requirement analysis, estimation, design, application development, testing, debugging, troubleshooting and deployment
• Trained and gained basic knowledge on Hadoop, MapReduce, Scoop and Spark

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow/AngularJS Developer/Admin

Responsibilities:

• Technical contributor to Service Now systems which includes three instances (Development, Test, and Production).
• Major responsibilities include coordinating, managing and performing technical activities for Service Now modules &applications.
• Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in Service Now.
• Created requirement specification document based on inputs from the customer and sign - off.
• Process design of Incident, Change, Problem, Knowledge, Service Catalog, CMDB and Asset Management.
• Developed ServiceNow portal UI pages using AngularJS, HTML5, CSS and JavaScript
• Writing functional and technical specifications document for various ServiceNow modules.
• Lead/support all aspects (technical & functional) of ServiceNow implementation.
• Implementation of Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Manage the Teams of Development, Administration and Maintenance of ServiceNow.
• Oversee problem isolation, issue resolution, and escalation management according to pre-defined protocols.
• Maintain communication with functional managers and executive management to ensure issues are resolved
• Technical feasibility analysis.
• Development which requires coding of the entire module.
• Unit testing; Complete ownership of the module (bug fixing).
• Demo for the implementation.
• Researches, reviews and analyzes the effectiveness and efficiency of procedures, and develops strategies for enhancing these processes in accordance with ITIL best practices to enable continuous improvement

Environment: ServiceNow, HP Service Manager, BMC Remedy, UNIX, Windows, JavaScript, AngularJS

Confidential

ServiceNow/HPSM Developer/Admin

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents
• Involved in all phases of bridge implementation starting from initial requirement analysis, design, development, testing, fixing critical issues and then deploying in production system
• Regularly interacted with client and other groups for understanding requirement and resolving issues
• Managing the bridge and resolving ongoing issues
• Working on enhancements for all modules of HP Service Manager
• Working as an escalation lead for all issues
• Provide 24/7 support on critical / high priority issues in the Environment Point of contact for all technical issues.
• Managing the application servers of HP Service Manager, BMC Remedy, Connect-IT, Asset Center, Kinetic Survey and IBM MQ
• Developing and managing scenarios in Connect-IT
• Everyday health check of all the applications
• Managing all issues and providing reports to manager as lead for all applications
• Developing and managing Kinetic Survey integrated to BMC Remedy

Environment: ServiceNow, HP Service Manager, RAD, JavaScript, BMC Remedy, ConnectIT, UNIX, Windows

Confidential

HP Service Manager Developer/Admin

Responsibilities:

• Provide 24/7 support on critical / high priority issues in the Environment Point of contact for all technical issues
• Worked in Incident Management, Problem Management, Change Management, ESS and Service Level Management
• Involved in the entire SDLC Cycle for Requirement Analysis, Estimation, Design, Coding, Testing, and Implementation
• Prepared Analysis Document, Test Plan, Implementation Plan and Estimation
• Worked in HP Service Manager Objects (Form, Format control, Link, Macro, Document Object, Notifications and Display Option etc.) as per requirement
• Quality Compliance of all Deliverables to Client, mentoring the team act as liaison between process team and the technical team

Environment: HP Service Manager, JavaScript

Confidential

HP Service Manager Developer/Admin

Responsibilities:

• Application level support for OVSC Incident management.
• To keep a track and control SLA by updating the team members on a regular basis regarding the deadlines of service calls and ensure that the service calls are resolved within SLA.
• Maintaining the documents in the Project SharePoint and keeping them updated with proper versioning.
• Keep the Project Manager and Team Members updated with project status and critical issues at all times.
• Monitoring the Production Systems. In case of failure; coordinate with the cross functional teams to see that it is up and running.
• Publish /Review and Track the updates of meetings
• Prepare the monthly PMR (Project Management Report) which will be reviewed by the Manager and the Quality Assurance Department.
• Ensure PMR (Project Management Report) Action items are tracked to closure
• Ensure that the Project Status is always GREEN by successfully presenting the PMR Reports and Project related documents to the Audit Council
• Analyze trends in the various ITSM processes within the Project and work closely with the Management for the betterment of the Project.
• Developing and Updating the Knowledge Base and troubleshooting guides
• Support for Integration Framework (HPCE, HPSX, SRA).
• OVSC Account Addition/deletion/modification.
• Assignment group Addition/Deletion/modification.
• Profiles/roles/capability words. Send and work on notifications.
• Enable/disable users. Troubleshoot Access issues for non HP users.
• Daily Health check for OVSC.
• Sending ECAT notifications to the affected users/regions.
• Server side Administration activities for OVSC, HPCE (Web Farm, Load manager, Application servers, database servers).
• Change scripts in application/web servers.
• Mass update, Purging, Unlock incidents.
• File attachment related problems.
• Troubleshoot issues in Connect IT. Failover activities.
• Add/modify Security group. Troubleshoot issues in Approving/assigning change. Switch over between data centers.
• OVSC, EWM-Remedy and OVSD Reporting weekly and monthly.
• Ensure SQA reports are prepared accurately and sent on time.
• Working as a SPOC (Single Point of Contact) for any 24/7 issues within the team. Putting forward the Team issues to the Management to find a feasible solution.
• Migration of EWM customers to HP Service Center.

Environment: HP Service Manager, JavaScript