PROFESSIONAL SUMMARY:

• Over 6+ years of IT experience on web/UI, Business Analysis and ITIL related technologies, including 5+ years of experience in ServiceNow Development and Administration.
• In - depth knowledge of technical implementation of Incident Management, Problem Management, Change Management, Configuration Management, Reporting, Discovery, Integrations and Service Catalog.
• Experience in implementing end-to-end Service Catalog.
• Designed and configured different Workflows for various Service Catalog items.
• Worked in Installation and Configuration of different modules of ServiceNow.
• Created different Transform maps to import data into ServiceNow.
• Excellent hands on configuration & Customization of Change/Incident/Problem Management Modulesincluding Business Rules, Client Scripts, UI Policies & UI Actions based on user requirements.
• Implemented system security by using Access Control Lists (ACL).
• Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UIPolicies.
• Experience on daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.
• Expertise in Jelly Script to customize ServiceNow Instance.
• Experience in Client Script/Calling server-side code using Glide Ajax in Client Script.
• Experience in generating different kinds of scheduled Reports and marking them as Gauges.
• Used the Discovery Schedule module to run Discovery on a regular, reoccurring basis, or even on demand.
• Experience in creating Scheduled Jobs, Schedule reports & also Update Sets to migrate groupof customizations from one instance to another instance.
• Configured MID Server to import data from external sources.
• Experience in performing Orchestration and integrating third party tools.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Implemented system security by using Access Control Lists (ACL).
• Experience in web-based GUIs development like JSP, HTML, CSS, JQuery, Java Script, XML, Schemas, XSLT JSON and parsers like DOM and SAX.
• Extensive experience in writing Client Side and Server-Side scripts.
• Participated in workshops (new technologies, enhancement) with ServiceNow partner teams to help company implement ServiceNow using best practices in ITSM.
• Hands on experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow.
• Design and configuration experience in ITSM and customizing the applications using JavaScript, AJAX and HTML in Service Now.
• Configured MID Server to import data from external sources.
• Experience in Server Script (Business Rules/Script Include/Service Catalog) and good understanding of Server/Client API.
• Enhanced the existing LDAP and Single Sign-On (SSO) integration and modified business rules.
• Hands on experience with implementation of GRC within the Service Now platform
• Experience in installation and configuration of different modules of service now.
• Experience in maintaining CMBD and populating it with configuration items (CI).
• Excellent knowledge of hand coded HTML, CSS, JavaScript, DOM, JavaScript/UI libraries and their use in implementing AJAX solutions.
• Experience in performance tuning of Service Now Setups.
• Extensive experience of integrating Service Now with third party tools andimplementation of SOAP and REST API.
• Good understanding of Helpdesk/service desk, change Management, Change Tasking, Service Level Agreement and Service Request
• Experience in installation, configuration and administration of CMDB
• Functional knowledge and implementation experience of ITSM frameworks
• Good knowledge in service now suite development including SOAP/REST integration
• Efficient in transforming business requirements into functional specifications focusing on workflow analysis and design, business process re-engineering, user interface design and process flow modeling.
• Excellent work experience on Front-end and Backend testing.
• Efficient in client management skills, presentation skills, operational metrics, time management, analytical, great communication and interpersonal skills.
• Ability to work with Multi-disciplinary teams, exhibiting teamwork skills and multi task and great deal of self-motivation and self-confidence.

TECHNICAL SKILLS:

ITSM tools ServiceNow versions: Geneva/Helsinki/Istanbul/Jakartha/Kingston/London/Madrid

Requirement Management: MS Word, MS PowerPoint, MS Excel

Programing Languages: C/C++, C#, SQL, PL/SQL

Scripting Languages: JavaScript, HTML, CSS, AJAX, XML, JSON, JQuery

Web/Application Server: Tomcat Web Server, Apache

IDE: Eclipse, Net Beans, TOAD

Databases: Oracle 10g, MySQL, SQL, DB2

Project Management / Tools: MS Project, MS Office, SharePoint, TFS, HP Quality Center Tool, TrelloObject Modelling Software

Process: SDLC, Waterfall, Agile Methodology, Prototype model.

PROFESSIONAL EXPERIENCE:

Confidential - Broomfield, CO

Service Now Developer/Administrator

Responsibilities:

• Involved in but not limited to gathering the Business Requirements and current state processes to develop and configure in the Service Now Platform.
• Customized the Service Portal Knowledge Base to have print functionality and experience in customizing widgets.
• Worked on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Integratedthird-party applications and data sources to collectadditional configuration information.
• Configured ServiceNow discovery and orchestration.
• Worked on Scheduled Jobs, Scheduled reports, Schedule the generation of an entity.
• Worked on Client scripts, Business rules, Access Controls, UI policies and data policies using JavaScript.
• Worked on fixing incidents related to Incident, Event, Problem, Change, Configuration and Service Catalog Management.
• Re-designed high availability agent-lessdiscoveryarchitecture.
• Responsible for API Platform design on High Availability & Scalable Micro Services Architecture.
• Created UI pages to use them in catalog items, Implemented-using UI scripts.
• Used to extend the out-of-the-box discovery capabilities of ServiceNow Discovery to discover z/OS based mainframes.
• Configured and customized Help Desk and different Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Deployed MID Servers fordiscoveryapplication, Defining and executing thediscoveryschedules frequently and validating the results.
• Setup the process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• The ECC Queue record contains information about a command either sent to or received from the MID Server. From MID server to instance the Queue is input and from instance to MID Server the Queue is output. The discovered CI’s populated in CMDB List.
• Performed integrations and process automation using ServiceNow Orchestration.
• Used the discoverylog form for a quick look at how the probes are doing, manually changing the discoverysource name and also examining the status for the current discovery.
• Worked on simple to complex workflows to perform Orchestration and integrating to third party tools.
• Understanding of IT service management and the ITIL business process.
• Supported and created an Access Control rule (ACL).
• Implementation & development, designing, production support and system upgrades on ITSM and monitoring.
• Involved in creating the adhoc reports in ServiceNow.
• Troubleshoot ITSM issues and integration related work such as CMDB, LDAP and Network Automation
• Communicated with external webservices using REST.
• Automated the creation/removal of user accounts in Active Directory and Microsoft Exchange server using ServiceNow Orchestration.
• Created, monitored and published service catalog workflows with approvals
• Responsible for the ServiceNow tool administration module and creation of new Groups, roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Involved in loading of data into CMDB using discovery and file imports.
• Created complex transform scripts in transforming the data into the SNOW database.
• Assisted in release Management during product and batch releases and managed documents and verified the changes and managed IT asset Management.
• Generated multi-table reports

Environment: CMDB, ServiceNow Discovery, Service Catalog, Jakartha, London & Madrid version, Workflows, JavaScript, Sub flows, DocuSign and PowerShell.

Confidential

ServiceNow Administrator Developer

Responsibilities:

• Gathered requirement from stakeholders for attributes needed to develop Service Catalog items. Identify and Recommends the ITIL V3 methodologies to delivered technical methodologies around the Service Now platform.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Involved in gathering the Business Requirements and current state processes to develop and configure in the Service Now Platform.
• Worked on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Used the discovery log form for a quick look at how the probes are doing, manually changing the discovery source name and also examining the status for the current discovery.
• Responsible technical documentation for Configuration, Customization, Integration with External Services, Administration Service Now processes.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Created custom incident mapping rules table and script include to convert alerts to incidents.
• Created various Process documents and Captured the workflows.
• Used Java in Web Applications development using Web Services, RESTful API's.
• Set up Discovery Module to load Configuration Items and Relationships into Service Now.
• Created Stories and worked on estimating the effort and roll out dates for stories depending on the priority.
• Development of Service catalog, which includes creating new catalog items, designing workflow and execution plans.
• Responsible for documenting best practices documentation for development.
• Worked on various workshops for implementation of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Created inbound Email Actions to create incidents and Service Requests based on incoming emails
• Worked on gathering the requirements for the SLA.
• Involved in various integrations by gathering the information and capturing the process. Validating the request and response.
• Worked with the architects to implement the process standardization. Extensive experience working with stakeholders and assisting in the smooth transition from Remedy to Service Now
• Worked in created various knowledge articles which include, end user targeting.
• Worked with business and created the prototype for service portal and the widgets for the service portal
• Involved in testing of the code once the update sets are promoted to the development instance.
• Gathered requirements for inbound email actions and documented the requirements.
• Gathered the requirements for STA calendar and worked with the change team for successful implementation.
• Involved in various phases of testing, which include system, Integration and regression.
• Gathered information regarding the LDAP integration and getting user to SNOW
• Setting up the meetings and involving the right players to deliver the solution.
• Created mapping documents related to the migration of data into CMDB
• Captured requirements for tables in CMDB and gathered information regarding CI.
• Acts as a liaison between business and technical team.
• Gathered requirements for Access Control List (ACL) rules for forms, tables, modules and also managed groups/roles according to the requirement.
• Documented Workflows, along with standard Workflow templates.
• Created specification documents to capture the requirements, worked on the approval process with the stakeholders, created the stories for the requirements in the start now.
• Documented all the best practices defined within team.
• Participated in the UAT meetings to make sure all the scenarios are covered in the UAT.
• Worked with technical leads and business and coordinated the development work.
• Involved in documenting the Business Process Model and manual tasks associated during the roll out.
• Generated Reports in service now as per the business requirement.

Environment: Service Now, Istanbul, Jakarta & Kingston Versions Service portal, Service Catalog, Incident, Discovery, Problem, Change, Power point, Start Now.

Confidential - Houston, TX

ServiceNow Admin & Developer

Responsibilities:

• Involved in interviewing business users, SMEs, end users and gathering requirements, reviewing and then documenting them in a standard template.
• Experience with the Service Now customization activities with the apps Incidents, Problems, Change and Service Catalog.
• Experience with the various components of Service Now: User interface, Navigation, Searching and various roles such as IT user, end user and administrator.
• Worked with links, forms, lists and customization of in-built applications of Service Now.
• Responsible for creating forms, Views and designed new workflow using Active links, Filters, Menus and Escalations.
• Responsible for creating homepages including basic Reporting.
• Worked on preparing mapping documents between source and target systems.
• Created the BRD (Business Requirement Document) and then wrote the Functional specifications based on the high-level requirements which were documented into the FRD (Functional Requirement Document).
• Performed and documented Gap Analysis to determine deltas between existing and proposed systems.
• Prepare Use Case and Process Flow Diagram for Business Requirement Document using MS Visio
• Worked on wire approvals and follow up of the project implementation.
• Led the development of solutions and recommendations for business requirements, business rules.
• Maintained the requirement traceability matrix.
• Involved in gap and feasibility analysis for the design and architecture of the new application.
• Responsible for providing answers to any data mapping related questions or clarification needed from the Design and / or Test teams.
• Extensively used Visio to document the work flows.
• Participated in model reviews to ensure understanding of the data model and how to manage the mapping document(s).
• Extensively used Visio to document the work flows.
• Participated in model reviews to ensure understanding of the data model and how to manage the mapping document(s).
• Also was involved in creating Project timeline, Team timeline, Team org chart, Process flow diagrams, Task lists etc.

Environment: Service Now, Windows 7/8, XML, Java script.

Confidential

.NET UI Developer

Responsibilities:

• Responsible for analyzing requirements, coding presentation layer, business layer and data access layer using C# and used Web Forms to develop the screens.
• Developed UI using JavaScript, HTML, JavaScript validations.
• Developed Web Application using ASP.NET, VB.NETand source code is done in C#.
• Closely involved with the database team in developing queries, functions, views, and triggers on SQL Server to accomplish the desired functionalities using ADO.NET.
• Utilized ADO Objects to interact with the SQL Server Database. Used SQL Connection, SQL Command, Data Adapters and Datasets.
• Used SSIS to migrate data to the SQL Server database from various sources like Excel sheets, Microsoft Access and System Sources.
• Used Angular JS for making Restful API calls and data binding and worked with WebAPI for building RESTful applications on the .Net Framework.
• Extensively used Grid Views to populate data and Used JQuery to enhance UI experience.
• Used controls such as Data Grid and Data List to populate the records for presentation layer also application trouble shooting and defect fixing.
• Involved in Developing Responsive Web Design (RWD) pages using HTML, CSS, Bootstrap.
• Used JavaScript for triggering Pop-ups with a CSS-class, dynamic forms that include built-in error checking, dynamically changing background and text colors, or "buttons".
• Configured SQL Server Integration Service (SSIS) for scheduling database backup and implemented indexing for various tables in the database.
• Developed Cascading Style Sheets (CSS) for User Interface uniformity throughout the application also used JQuery.
• Developed new enhancements, changes to the Application and the database.

Environment: .NetFramework 3.5, ASP.Net, Angular JS, JavaScript, C#.Net, ADO.Net, HTML, CSS, Visual Studio 2008, JQuery, SQL Server 2008/2012.