SUMMARY

• ServiceNow Developer, 8+years of experience in:
• Requirements Gathering Documentation Stakeholder Management
• Implementation Training Testing
• Communication Project Management Functional Demos
• Strong experience in managing multiple IT projects while meeting business needs in a fast paced, dynamic and globally expanding MNC environment.
• Well versed with ITIL/ITSM & Project Methodologies.
• Instrumental in requirement gathering, architecture design collaborating with Process Owners and understanding of technical and functional design requirements for Servicenow.
• Significant experience in IT Service Management, Service Catalog, Performance Analytics, Asset Management, Mobile App and Scoped applications.
• Knowledge on Flowdersigner, Guided Tours, and Virtual Agent.
• Have Experience With automation Test Framework (ATF).
• Developing the Scope document, design document, Project plan, and high level deliverables.
• Document High Level Design, Low Level Design and technical solutions for Servicenow implementation.
• Architecting Integrations with Servicenow using LDAP, Mid server, web - services, and other relevant technologies.
• Develops use cases, process diagrams, and requirements documentation using stories and scrum tasks in ServiceNow.
• Communicates technical problems and solutions to both technical and non-technical audiences.
• Follow up on outstanding client needs and provides timely status reports to project manager.
• Assist in the delivery of new applications on the ServiceNow platform.
• Builds positive relationships with clients by providing excellent service/support and consistent communication as appropriate.
• Creates end-user training materials based on project requirements.

PROFESSIONAL EXPERIENCE

Confidential, Framingham, MA

ServiceNow Developer

Responsibilities:

• Implemented modules like Incident Management, Problem Management, Change Management and Knowledge Management.
• Integrated third party tools like JAMF Pro, SCCM, Intune and Dynatrace for Configuration Management and Asset Management.
• Rolled out Self-Service Portal to enhance the end user Amazon experience to request for IT Services.
• Created widgets and Service portal pages, catalog items, record producers.
• Implemented Service Catalog requests and automated business process wherever is needed.
• Customized complex workflows and custom workflow activities.
• Handled Bug Fixes and Enhancement requests.
• Implemented email notifications, inbound actions, reports, and home pages.
• Integrated third party tools using REST and SOAP protocols in ServiceNow.
• Installed MID Server in ServiceNow for LDAP and other third-party integrations.
• Upgrade ServiceNow from London to NewYork.

Environment: Workflows, Catalogs, Business Rules, Glide Scripts, Java Scripts, HTML, SOAP, REST, Incident, Problem and Change Management.

Confidential, Framingham, MA

ServiceNow Developer

Responsibilities:

• Involved in providing the design solution, technical methodologies and processes solution to meet the
• Familiar the MSP (Managed Service Provider) instance for Service-Now and Domain separation for
• Implemented New hire on boarding process as a custom scoped application in ServiceNow.
• Worked on an email-based integration with a third-party system called Taleo.
• Involved in gathering the Business Requirements and current state processes to develop and configure
• Designed and created data templates for form design and configuration.
• Documenting the required technical specifications based on the business requirements.
• Documentation of changes and new development as technical and functional specs.
• Implemented the Problem Management, Incident Management and Knowledge Management.
• Rolled out CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Supported defect and enhancements.
• Prepared design level, program-level and user-level documentation.
• Creation of Ordered Guides, Record Producers and Service Catalog requests for business process automation
• Responsible for Coding, Unit Testing and Coordinate with business stakeholders for UAT
• Configured Email, inbound and outbound email actions and developed mail scripts on need basis.
• Created multiple metric definitions on different tables and developed reports as per the requirements.
• Worked on ServiceNow performance analytics module, involved in configuring the new hire on-boarding
• Provided Technical support for Program Sponsor and Project Manager.

Environment: Workflows, Glide Script, Java Script, Incident, Problem and Change Management.

Confidential

Software Analyst

Responsibilities:

• Functional testing for different user stories and Bugs for different Products.
• Automation test execution in Jenkins for existing scripts.
• Product Release testing and Service packs testing.
• Real time testing for different products like PC-DMIS, INSPECT etc… on CMM (Coordinate Measuring machine).
• Writing API Automation test scripts as per the requirements.
• Handled various activities of the project like information gathering, analyzing the information gathered, documenting the functional or business requirements.
• Followed Agile Methodology and actively participated in daily Scrum calls and Scrum Review meetings.
• Scheduled and coordinated meetings for the project teams.
• Maintained project tracking logs - actions, issues, minutes of meeting, problems, change and risk.
• Create and maintain Test Plan, overall Test Strategy document and Test Scripts.
• Analyzed Requirements, involved in identification and documentation of required system and functional testing efforts for all test scenarios (Positive and Negative tests).