SUMMARY:

• Over 10 Years of extensive IT experience in software Design, Testing, Migration, Production support and Implementation of Software applications and with proven expertise for 4+ years as ServiceNow Admin/Developer.
• Strong in analysis, design, and development with Object Oriented Programming and Service Oriented Architecture.
• Developed scalable solutions and reviewed business processes.
• Provided technical advisory services for multiple options and risks.
• Participated in process designing sessions and documented process flows.
• Evaluated and documented business processes and functional requirements.
• Implemented information flow analysis for various business streams.
• Analyzed and studies request processes and future automated processes.
• Designed and formulated application requirements and test conditions.
• Executed sprint planning and business estimation services with developers.
• Designed and developed client scripts, business rules and Java scripting.
• Implemented UAT activities in coordination with business units.
• Prepared and maintained process and system based documentation.
• Executed Sprint projects and formulated technical and functional design requirements.
• Prepared workflows and web prototypes for multiple technical solutions.
• Integrated tools with ServiceNow applications utilizing MID server and email technologies.
• Debugged, escalated and resolved HPSM server based issues.
• Installed, configured and evaluated new and latest Confidential versions.

TECHNICAL SKILLS:

• Designed and developed client scripts, business rules and Java scripting.
• Implemented UAT activities in coordination with business units.
• Prepared and maintained process and system based documentation.
• Executed Sprint projects and formulated technical and functional design requirements.
• Prepared workflows and web prototypes for multiple technical solutions.
• Integrated tools with ServiceNow applications utilizing MID server and email technologies.
• Debugged, escalated and resolved HPSM server based issues.
• Installed, configured and evaluated new and latest Confidential versions.

PROFESSIONAL EXPERIENCE:

Confidential, NYC

ServiceNow Developer

Responsibilities:

• A Service Now Technical Expert with experience on implementing end - to-end Service Catalog, Configuration & Asset Management, Release Management with extensive knowledge on Content Management System.
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Configuration and customization of HelpDesk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Utilized Java Scripting, HTML, CSS in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes. to customize the instance as per Business needs.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development
• Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change Service Now modules.
• Good experience in Software Development Life Cycle using Analysis, Design, Development, Testing and Implementation.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Design, configure and Implement ServiceNow components to meet specific business needs to support ITIL and business processes that are simple, intuitive and easy to use, allowing customers to extend and customize.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Involved in Scheduled Release support activities
• Good command in Designing/Developing complex mappings using transformations like Connected/Unconnected Lookups, Router, Filter, Expression, Aggregator, Normalizer, Joiner and Update Strategy.

ServiceNow Developer

Responsibilities:

• The primary focus of the project was to implement Incident, Change, Service Request (SRM), Problem management modules along with Orchestration.
• Participated in team meetings to discuss and finalize the requirements from client.
• Designed road map to implement SRM and Orchestration modules. Suggested best practices to develop workflows.
• Actively involved in development of UI policies, UI actions and Business rules to implement Incident management.
• Configured events, notifications, Inbound email actions and SLA rules for incident management process.
• Developed reusable server side (Glide) scripts and Script include modules.
• Designed Service Catalog from the scratch. Developed SRM forms and necessary scripting elements.
• Developed reusable SRM workflows i.e Approval workflows, Notification workflows
• Implemented catalog variable set to store and forward Service Request data to Orchestration workflows.
• Developed Orchestration workflows to perform repetitive tasks and reduce human effort.
• Listed tasks are Automated as part of Phase-I and Phase-II . New User Creation Process, User Separation, Shared function account management, Distribution List Management, User Account Modification, Email Management, Database User Creation, Database User deletion, Database Provisioning (Oracle) etc…
• Integrated Active Directory with ServiceNow and enable Single Sign on (SSO). Designed workflow to fetch user details from Active Directory and push in ServiceNow every day.
• Integrated Confidential OM with ServiceNow that helped to create incidents ServiceNow if any node in network goes down.
• Pushed update sets to production and monitored efficiency of the workflows continuously.
• Deployed MID servers in Development, Test and Production servers. Fixed issues occurred in the process.
• Prepared user manuals for the users and trained them through online.
• Performed Unit testing to check efficiency of the workflows.
• Provided consistent support to the client and fixed several issues within the time.

ServiceNow Developer

Responsibilities:

• Customizing different Applications like ESS, Service Desk, and Incident etc.
• Facilitating rollout of custom Application and Modules.
• Customization of form, creating views and Sections to meet business needs.
• Facilitating rollout of new modules and Templates.
• Worked on Email Notification.
• Worked on assignment rules to automate the process.
• Created custom related lists according to business requirement.
• Creating reports based on specific requirements and added it to the homepage.
• Creating Record producers, filters and Process flow bar.
• Customization of Knowledge form, creating Topics and categories.
• Creation of Users, groups and roles.
• Customizing forms, lists, choices for custom applications based on the requirement.
• Worked on Assignment Rules and automate the process based on the requirement.
• Creating reports and generate on daily basis.
• Importing data into service-now by using import set.
• Creating Interceptors, Templates and process flow bar.
• Monitored (server and/or application) health and the performance, availability, security, and integrity of the application and data; and made recommendations in order to improve application's functionality or performance; and periodically generate reports based on analysis/interpretation of monitoring activities

Developer

Responsibilities:

• User Creation & Deletion (Contact/Operator).
• Creating Location/Circle.
• Creating CTIP’s (Category, Sub-Category, Product & Problem type).
• Creating Assignment (Support) Group.
• Creating Resolution & Resolution Sub-category.
• Inactivate/Revoke access/Password reset to users.
• Creating Scrolling message in Service Manager URL.
• Mass update & Close of incident & interaction tickets.
• Configuring SMS & Email notifications for incident tickets.
• Changing ticket status from Backend.
• Installing Operations agents, granting certificates and deploying policies on to the servers through Confidential OML for server performance monitoring
• Automated the Scheduling Performance reports in Confidential OML and Confidential OVPM for server related reports.
• Installation, configuration and customization of Tools
• Configuring email Notifications for any disk threshold limit alerts of the servers, OML
• Configuration of automated email notifications for triggered Alerts, Performance reports and device configuration changes.
• Meeting all client customized requirements, Work closely with the business & implementing custom solution to improve service delivery
• Established architectural design for development, test, stage and production environments.
• Create OVO/OML templates and scripts to provide monitoring solutions as needed by the clients. Deployed agents and configured OML per business requirement.
• Migrate the existing de-centralised legacy monitoring systems to a single platform of monitoring ( Confidential Tool Set).
• Worked on the design and architecture from tools perspective for the Enterprise for monitoring a complex Heterogeneous Environment

Developer

Responsibilities:

• Configured Confidential BAC Monitoring Suite - HPOM, Confidential NNMi, Confidential SM, Confidential OMi, SiteScope,
• Have developed and supported Monitoring tools like Confidential NNM, Confidential OML application servers.
• Created views for each application and created MYBAC dashboard for business users.
• Created custom dashboard KPI as needed.
• Created SLA’s for each application.
• Configuration, tailoring and customization of Confidential Network node manager
• Configuration of regional node manager with Global node manager
• Discovering of devices, interfaces and components of network environment
• Prepared automated scripts for Scheduling Performance reports
• Integration of Confidential NNMi with Confidential iSPI for performance and metrics
• Integration of Confidential NNMi with Confidential iSPI for Traffic
• Integration of Confidential NNMi with Confidential iSPI for IP Telephony
• Network infrastructure fault and performance reports
• IPT infrastructure call summary reports
• Configuration of automated email notifications for triggered Alerts, Performance reports and device configuration changes
• Configured User roles, Node group Maps, menus & profiles as per the user requirements
• Configuration of Single sign on for Confidential NNMI, ISPI’s and Confidential NA

Network Engineer

Responsibilities:

• WAN Project Implementation.
• Installation & Implementation of Layer 3 Switches (Cisco ME 3400) at each location, and Troubleshooting on Cisco router Implementing
• Complete the ring of given area and test the connectivity.
• Giving Acceptance Test and resolving punch points raised by client.
• Configuration of VLANS and inter-switch communication.
• Implementation of Confidential OVO on UNIX platforms as well as cluster environments.
• Password recovery of Cisco router and switch.
• Upgrading the Cisco IOS of router and switch.
• Maintaining a daily check list of all network devices including health report, bandwidth report and network uptime reports.
• Monitoring Network using WHAT’S UP GOLD & NNM.
• Analyzing bandwidth related issue by using SLMO & Net flow server.
• Installing & managing the Net flow server.

System Engineer

Responsibilities:

• Installing and configuring the Routers (cisco-2800, 3800 series) and Switches (cisco-2500 XL).
• Implement the Intra Network & Inter Network with WAN Technologies
• Integration distribution nodes with core layer nodes
• Integration the Access nodes with Distribution layer nodes
• Maintaining & Managing LAN & WAN in all sites
• Implementation & Backup links of VSAT Sites along with leased lines in all sites
• Document the network design and making provision for future expansion.
• Looking after the System, Servers and Links related problem and co-ordination with team at NOC.