SUMMARY

• 7+ years of extensive knowledge and experience in implementation and administration of ServiceNow, building scoped applications, designing technical solutions, mentoring team, reviewing code, creating RFP and demonstrating ServiceNow capabilities to clients
• Point of contact for any matters related to ServiceNow, including managing stakeholder relationships
• Advise client as part of embedded team on ServiceNow OOB functionality and industry best practices
• Support new joiners by offering mentorship and on - the-ground orientation which is typically hard-won knowledge without assistance
• Enable clients understand and easily manage complex processes and regimen
• Worked on ServiceNow integration with the latest emerging technologies like Blockchain (Primechain for Contract Management), IOT using AWS (for PTP process in F&A), IBM Watson Tone Analyzer, etc.
• Proficiency in client interaction for system study, leading requirements gathering and analysis
• Experience in Project management and Agile (Scrum) methodology of the software development process.
• An effective communicator with significant experience in collaborating with client and offshore team for securing, executing and delivering concurrent deliverables
• ServiceNow ITSM implementation with SCCM, SCOM, PagerDuty and SolarWinds integration.
• Expertise in QTP (Quick Test Professional) and VB scripting
• Strong organizational and project management skills, able to plan, prioritize and meet deadlines, good experience in Integration, Migration projects
• Regular interaction with the Process Owners and other Support teams for Incident resolution within agreed SLA
• Worked on Portal Requirements from Helsinki release to New York releases. (Helsinki, Jakarta, London, New York)
• Use & Administration of core platform features like events, Workflows, SLA's, Dashboard and Reporting.
• Expertise knowledge in building and configuring Service Portal
• Experience in Integrating Applications with VMWare vRA, Aegis identity solutions and with other SN instances. Working with different aspects of Web Services (XML, WSDL, SOAP, REST)
• Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies
• Oversees the operations of the program, ensuring that the project is completed on time and according to budget
• Provides input on the strategic direction of the program
• Developed and released work requests, and onboards project teams
• Coordinated meetings and workshops between stakeholders, and project teams

TECHNICAL SKILLS

• ServiceNow ITSM, building scoped applications, PPM, GRC, CMDB, HR, Financial Management, Contract & Vendor Management, Service Portal, domain separation.
• Integration of ServiceNow with third party applications like Primechain-Contract(blockchain), IOT using
• AWS, IBM Watson Tone Analyzer, DocuSign, Twilio, Novell IDM, HP Service Manager, Salesforce (SFDC), SAP, Oracle ERP, Dell Boomi, SCCM, SCOM, ZenOSS, SolarWinds, PagerDuty etc.
• Migration of HPSM to ServiceNow, ServiceNow upgrade.
• ServiceNow, HP Service Manager, Dell Boomi, Novell IDM, Twilio, Amazon Web Services (IOT, Lambda), Git, Rally, Jira, Conga
• JAVA, C++, Python
• HTML, CSS, JavaScript, jQuery, Web Services
• Oracle 10g, My SQL

PROFESSIONAL EXPERIENCE

ServiceNow Technology Architect

Confidential

Responsibilities:

• Working as a technology architect, understanding business requirements, working closely with functional architects and designing solutions
• Serves as the decision-making authority to provide support, guidance and oversight of project progress
• Provides functional oversight over the program
• Designing a ServiceNow scoped application to meet Contract to Requisition process
• Created Google app scripts to manage a common mailbox to parse the mails, append subject and forward mails to ServiceNow for inbound actions
• Align scoped application solution with overall ServiceNow platform solution to minimize the risks while upgrade. Managing multiple releases and parallel code development using Source Control with GitHub
• Set up ServiceNow integration with SAP CLM and DocuSign
• Hands on experience with Client Scripts/Business Rules/Scheduled Jobs
• Hands on experience with UI Actions/ UI Policy/ Access Control Lists /Email Notifications for Incident analysis
• Developed the Framework and Solution for the existing Request process called "Request 3-Layer Architecture"
• Customized Enterprise User- Facing Email Communications to reflect branding consistency, positive language
• Developed a custom application CSI Register, which helps the Continuous Improvement & Process Governance team
• Created a custom application for CyberSecurity team to handle the tickets
• Asset / Consumable Management and Custom application development
• Involved in customization of UI policies/ UI actions for a Catalog Tasks as well as Incident Management
• Involved in designing, development of Employee Self-service portal, Order guide for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally
• Regularly performed Performance Analytics to check the number of tickets resolved
• Integrated with google maps API for location and address search functionality
• Worked on London, Madrid, New York, Orlando releases

Sr. ServiceNow Consultant

Confidential

• Setting up industry best standards for various processes and best practices for ServiceNow
• Designing a solution for Procure to Pay process and developing interfaces with Dell Boomi
• Integration with SAP and Oracle with Resolve as middleware
• OCR integration for parsing invoices and populating fields with the information
• DS/DI integration and transform maps to manage incoming mails with excel templates for bulk request creation
• Imported Active Directory to Service now using data sources
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Customized Workplace Services Portal consisting of various request forms belonging to the Enterprise Workplace Services team
• Integrated ServiceNow with Aegis using REST which terminates and provisions user’s access to servers
• Created Project status report module which captures the weekly updates of a project and sends an email to project managers
• Designed and Implemented a custom Third-Party Risk Management Application in ServiceNow
• Integrated ServiceNow with VMWare VRA via RESTful services to submit a catalog item in VMWare Cloud Automation Center
• Integrations
• Workday Integration with both REST and SOAP
• Slack with REST allowing the users to get alerts either through a messenger or email
• MUV a third-party tool integration for booking, updating, cancelling transportation rides
• Developed import process to load 1k knowledge articles and relate to HR Services, Content items
• CMDB/Discovery
• Defining new class and data models
• Bulk load process for Cis
• Integration of Microsoft SCCM
• Loaded foundational data necessary for CMDB ex: company, location, model
• Configured and managed custom classes to create and update assets
• Supported helpdesk, Infrastructure, travel, HR, facilities teams for regular fixes and enhancements
• Created training plans and documents (Technical and How to guides), also trained the users and the trainers
• Worked on Jakarta, Kingston

Sr. ServiceNow Consultant

Confidential

Responsibilities:

• Creation of catalog items and order guides for requesting new vendors
• ServiceNow Vendor data validation by doing Soundex check for blacklisted suppliers in government websites
• Writing Catalog client scripts and UI policies to make client-side changes
• Loaded Configuration Items (CIs) from Excel files into Service Now using import sets and Transform Maps.
• Coordinating the instance upgrade activities
• Integrated ServiceNow with Aegis using REST which terminates and provisions user’s access to servers.
• Created notifications with glide record information using mail script
• Implemented dynamic display of catalogs and its items based on user company profile
• Implemented multi tenancy functionality in Service Catalog and Request Fulfillment applications
• Integrated change management application with a third-party application via REST
• Experience creating catalog items, record producers, content items
• Experience of handling Defects and Enhancements
• Implemented a complex workflow which handles 95% of the catalog items. Catalog tasks are created dynamically (sequential or parallel) and assign it to fulfillment groups defined in the catalog item
• Record producer (Recurring Changes)
• Desire to copy changes is achieved by this record producer
• Mirrored the functionality of Outlook Calendar which is used for emailing
• Changes can be created daily, weekly, biweekly, monthly, yearly or one day for each month by submitting just one record producer
• Employee Lifecycle Workflows:
• Created Order Guide to include different catalog items for new hires
• Built out rescind processes for employees who do not show up
• Created rehire process
• Based on AD templates a new hire is added to the AD security groups with Orchestration
• Orchestrated terminations and extensions
• Worked on Helsinki

Technology Analyst

Confidential

Responsibilities:

• Identifying the impacts and solutions as part of planning and discovery workshops
• Integration with third party applications like HPSM, SFDC, and TIBCO using web services and Soap messages. Configuration and customization of incident and change management module using scripts, workflows and business rules
• Created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow
• Scheduled SLAs as per scope of tickets in ServiceNow
• Creation of email notification, templates, inbound email notifications
• Responsible in building Catalog items in ServiceNow
• Responsible in building SLA and generating Reports in Service Now
• Access Control, business rules, workflows, script include, client script, UI policy, UI action, etc.
• Developing portlets using spring MVC portlets and deploying application on webserver JBoss
• Integrations with other systems, including LDAP, SSO and Discovery
• Demonstrated ServiceNow Asset Management at the Portland, Oregon ServiceNow User Group
• Customized forms and Lists of Incident and Problem Management tables in ServiceNow
• Used Transform maps to import Data to Configuration Management in ServiceNow
• Maintaining product catalog to import the configuration item records in ServiceNow
• Worked on Berlin, Calgary