SUMMARY

• Experience as an IT Professional helped me to attain strong understanding of corporate environment and worked as an ServiceNowAdmin/Developer with unique problem solving skills and expertise in learning with fast pace in an enterprise driven environment.
• Over 9 years of experience as an IT Professional, including 6 years of experience as a ServiceNow Suite developer and Administrator with extensive experience on Technical implementation of various ServiceNow Modules.
• As a Certified ITIL and ServiceNow administrator had strong knowledge on ServiceNow components such as Service Catalog's, Change/Incident/Problem Management, Assert Management and Release Management.
• Good Knowledge in Managing data with Tables, Import sets, Update Sets, Access Control Rules for securing and providing right Access to the individuals
• Hands on experience on various IT Services of Service - Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Field Service Management, Project Portfolio Management (PPM), Reporting, Integration with Web Services.
• Expertize in Managing, Communicating and Coordinating among various Technical and Non-Technical teams which involves Application, Infrastructure, Third party suppliers and Business Units.
• Created and configured new Applications in Service-Now and customized the applications using Business Rules, Client Scripts, UI Actions, UI Policies, External Data load using Transform maps, etc., as part of new application roll outs of Infrastructure Management. Designed E-mail templates by using HTML and Jelly scripting.
• Configured, developed and implemented custom applications and enhancements in theServiceNow IT platform using JavaScript andServiceNowGlide APIs.
• Experience in customizing an instance, importing users and Groups using LDAP.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships. Functional knowledge and implementation experience of ITSM frameworks.
• Experience in full Software Development Life Cycle (SDLC) that includes Analyzing, Designing, Coding, Testing, implementation & Production Support.
• Strong Knowledge in UI design Using HTML, CSS, and JavaScript.
• Involved in designing and coding from specifications, analyzes, evaluates, tests, debugs, document and implements the application.
• Excellent experience with Orchestration, Discovery and Customer Service Management.
• Implementing, configuring, onboarding, and administrating GRC plugins.
• Experience in implementing, configuring, onboarding, and administrating GRC plugins.
• Worked very closely with ITSM ProcessArchitect, customer personnel, Business Analysts, ITArchitect.
• Ensured the configuration and customization toServiceNow- adhere to the goals/strategy determined by the SNArchitectand SN Product Owner.
• Contributed to the architecture and technical aspects of theServiceNowimplementation and operation project, independently making project related decisions, provides project status reports to project sponsor.
• Collaboration with the project teams including information architects, visual designers, developers, and quality assurance on requirements and issues to ensure quality and on-time project delivery, data transition and integration, UAT testing scenarios and goals.
• Worked as aServicenowsolutionsArchitectto design, implement, configure and develop the modules as per the clients requirements.
• Ensured optimal level of customer services and provided training if required.
• Used an online customer service portal, automated recurring requests, delivered solutions via a comprehensive knowledgebase, and has provided customers with a Community of peers and experts.
• Worked in the department of Servicenow CSM to integrate the CSM Field Service Management, giving customer service visibility into on-site repairs
• Assisted customers and partners with questions, issues, and problems. This user creates cases, views and edits cases, and works with customers and subject matter experts to resolve cases.
• Provides superiorcustomerservice to allcustomers, both internal and external.
• StreamlinedServiceNowdemandmanagementprocess and managed release lifecycle.
• Configured SAML 2.0 Single-Sign-on authentication,OKTASingle Sign-on authentication.
• Implemented SSO (Single Sign On)OKTA, using import sets.
• ServiceNowConfiguration forPPM, Cost Transparency, Financial Planning
• Worked on Project Portfolio ManagementPPMmodule to view all the related projects and application at the same time and track their progress by Gantt charts. Also worked on demands in thePPMmodule.
• Created portfolio inPPMmodule to measure the progress of several projects at the same time and to create multi-project reports for analysis.
• ServiceNowspecializes in IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) applications and provides forms-based workflow application development.
• Integrated support for the most widely used ALM tools using White Hat.
• Connected security and development stakeholders in the software delivery supply chain using White Hat

TECHNICAL SKILLS

ServiceNow Integrations: ITIL ITSM, Service Now, JavaScript, HTML, CSS, JQuery, Angular JS

Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL, RPGLE, CLLE, COBOL

Scripting Languages: JavaScript, Jelly Script, HTML, CSS, Ajax, XML

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: Oracle 10g, MySQL, SQL, DB2

Database Tools: SQL Client, TOAD, SQLDeveloper, SEU, RLU, DDS

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

Platform: Windows, Linux

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN s

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Responsible for Monitoring all the customer tools and acting in a timely manner, ensuring that all the incidents are identified, triaged and resolved meeting the company SLA's.
• Collaborate with the GRC team on the development of the GRC solution.
• Experience in implementing ServiceNow Discovery and CMDB and integrating it with Change Management.
• Configured workflows and created automated scripts for automated approval for events.
• Implemented LDAP Integration to load user and group data to Service Now using Import sets and Transform Maps
• Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates
• Experience on DISCOVERY and setting up MID servers and populating CMDB.
• Developed Automation workflows usingServiceNoworchestration
• Discovery Customizations - including transformation of class data and restructuring discovery zone coverage for multiple probes.
• Successfully implemented Knowledge Management process with complete technical ownership in service-now with complete implementations of Project Management Module
• Responsible in Assigning Knowledge base managers, Defining User criteria and migrating the Knowledge base
• Discovery - maintained and performed upgrades to BMC ADDM platform. probes across the NOC-controlled segments.
• Implemented auto discovery to discover over 10,000 assets (physical and virtual)
• Worked on Knowledge Management/Document Management which contains SOPs for Incident Identification, Resolution, and Escalation Contacts etc. are maintained with 100% availability of the documents upon regular audits.
• Collaborated with third party hosting provider to troubleshoot discovery (SNMP, SSH, WMI)
• Customized workflows using GLIDERECORD and Java Scripting
• Loaded Assets and Configuration Items, Created relationships between CI and Assets.
• Integration ofServiceNow with BMC Remedy for ticket creation on change submit.
• Worked on End to End implementation of Discovery. Developed the administrative UI using Angular.js, JSON.
• Participated in weekly meetings to discuss on the work that have been accomplished on that particular week, the challenges faced and the solutions for the issues to build a strong team.
• Integrated best-of-breed, open source, legacy and enterprise Agile tools using White Hat
• Implemented Security vulnerabilities which automatically logged as defects so they can be triaged and using White Hat.
• Implemented Real-time visibility and reporting of the status of security vulnerabilities in Sentinel using White Hat.
• Worked on Dynamic Application Security Testing in WhiteHat.
• Managed Mobile Application Security Testing in White Hat
• Worked on DISCOVERY and set up MID servers and check for the connectivity.
• Implemented Discovery Solution for Data Center
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.

Confidential, FL

ServiceNow Admin/Developer

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure theServiceNowPlatform.
• Worked on GRC application (Governance, risk and compliance).
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around theServiceNowplatform.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Support design, development, and implementation of CMDB with automated processes for gathering, populating, and maintaining CMDB data.
• Develop asset and configuration management standards, plans and procedures
• Collect, review, analyze, CMDB data and provide best practice documents and deliverables of recommendations to improve CMDB management
• Customized the functionality of the ServiceNow Discovery tool to meet the company outlined requirements.
• Ensure data integrity and accuracy through the CMDB and that all data requirements are satisfied
• Worked on Configuring the IP Addresses to identify the undiscovered CI's and insert them into CMDB.
• Define and perform on-going asset validation routines
• Experience with DISCOVERY tool in ServiceNow to fetch the CI related information Collect, produce, report and provide dashboards for CMDB metrics and KPIs
• Capture and publish ITSM metrics, Key Performance Indicators (KPIs) and Critical Performance Indicators (CPIs)
• Provide knowledge, expertise and training on the use of the CMDB process and tool.
• Respond to annual audit requests related to CMDB
• Involved in creating Technical Design Documentation for Migration from existing technologies toServiceNow.
• Enhanced the existing LDAP integration and modified business rules.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data intoServiceNow.
• Created various front end forms.
• Involved in managing inbound and outbound notifications.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions, UI Policies, UI Actions.
• Supported the team responsible for the implementation and administration of theServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Documented all implementations and best practices defined within team.

Confidential, College station, TX

ServiceNow Admin/Developer

Responsibilities:

• Responsible for Swiveling Tickets from SupportWorks toServiceNowandServiceNowto SupportWorks.
• Updating Incident/Problem/Change module based on client feedback.
• Used client side and server side scripting to create Business Rules, Client Scripts, UI Policies and UI Actions, create various workflows for Incident, Change, Service Requests & SLAs
• Responsible for all scripting changes including Client Scripts, UI Policy, and UI Actions.
• Created Business Rules, Script Includes Glide AJAX, UI Action
• Worked on Email notifications and Inbound Email Actions Form customization and field customization based on client requirement for Service catalog
• Designed the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
• Sets up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog requests, and items with variables.
• Configured SLA's depending on requirements of various groups.
• Worked on enhancements of the service catalogs and record producers.
• Created knowledge articles to the users after each and every enhancement as a reference.
• Worked on Discovery to update and insert asset information on a regular basis.
• Designed form layouts, workflows and modules in applications.
• Use scripting tools and Service Now functionality, create script to automate routine tasks being done in Service Now.
• Created schedules, reports and monitor performance of Service Now.
• Participated in daily meetings and involved in attaining faster procedures to Mitigate.

Confidential, Atlanta, GA

ServiceNow Developer

Responsibilities:

• Provided analysis, design and development ofServiceNowticketing and incident management systems to support the company's technical operations.
• ProvidedServiceNowconfiguration and customization assistance including workflow administration, report setup, data imports, custom scripting and third party software integrations.
• Worked on designing, configuring and customizing new applications and modules ofServiceNowlike Incident management, Change Management, Problem Management, Service Catalog, User Administration and Reporting.
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code
• Worked on creating, monitoring, modifying and publishing service catalog workflows with approvals.
• Gathered requirements from stakeholders at various phases to leverageServiceNowwithin organization on End user self-enablement portal using CMS.
• Interface extensively with all areas of the organization including Operations and Development.
• Worked in configuringServiceNowon Windows/UNIX platform with back end as Oracle 10g Database.
• Wrote Custom Reports, scripts to integrate with 3rd party software.
• Created Update sets to move customizations between different systems.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data intoServiceNow. Worked on customizing the knowledge base. Created full documentation for Service-Now applications. Provided training and support to allServiceNowusers. Created buttons on forms using UI actions. Involved in release management during product and patch releases.

Confidential, Lowell, MA

Java Consultant

Responsibilities:

• Created Update Sets to migrate customizations from one instance to another instance.
• Created Email Templates and Email Notifications.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Gathered requirements from users for attributes needed to develop Service Catalog items.
• Created various SLA's as per client requirement with the Incident Management applications.
• Involved in discussion with other technical areas to meet the business and technical requirements forServiceNow, SMTPAdmin, IBM Data power, Web service Owners and DBA to build integration to external and internal systems, currently using SMTP (EMAIL), MID Server and Web Service (Construction, integration testing, and other technical functions related to the White Label tool)
• Worked on various modules ofServiceNowlike Incident management, Change management, Problem management, Service Catalog, User Administration and Reporting.
• Created Web services based on requirement to receive incident and problem tickets from external systems.
• Created and managed SLA definitions for different Service Groups. Created new Business Rules, Script Includes, Catalog Client scripts, Client Scripts.
• Created ACL's to control what data users can access and how they can access.
• Enhanced the existing LDAP integration and modified business rules.
• Documented all implementations and best practices defined within team.
• Performed integration with Microsoft SCCM server, which helps us to keep the CMDB updated with the windows environment.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data intoServiceNow.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions, UI Policies, UI Actions.