SUMMARY:

• Over all 8+ years of experience in designing, developing, customizing & administering ITSM suite of applications.
• Excellent knowledge in Development, implementation and administration of ServiceNow and Remedy.
• In - depth knowledge of the Technical implementation of Change Management, Incident Management, Problem Management, Asset Management, Service Catalog, Knowledge Management, Configuration Management, Procurement, HR case management, Oracle E-business applications, Reporting, Discovery and Integrations, Service Requests. Strong experience in JavaScript
• Knowledge in design and import of data to ServiceNow CMDB (Configuration Management) like Altiris, SCCM. Expertise in doing CMDB bulk data, load data with the help of transform map and transcript script.
• Involved in full SDLC in Agile, waterfall methodologies .
• Good hands on experience in creating transform maps, schema maps and building relationship between CMDB and Disovery
• Worked on Email Integration, LDAP integration , External Web services Integration (both SOAP based and REST based) in ServiceNow
• Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts.
• Strong experience in working on user interface applications and professional web applications using HTML, CSS, JavaScript, Angular JS, XML.
• Worked on Orchestration to automate complex tasks on remote computers quickly and reliably, with best practices every time.
• Worked in three end to end implementations of Service Now on Discovery, Asset management and Service Portal.
• Implemented the specialized modules of ServiceNow like HR Case Management, ServiceWatch, Time Card scheduling and test Management as a Developer and Administrator.
• Experience in migrating between various environments in ServiceNow using Update Sets.
• Experience in working with ServiceNow Workflows, Import Sets, Update Sets.
• Good understanding and hands-on Glide Forms, Records, AJAX and Glide System used in UI Actions, Business Rules, Client Scripts .
• Experience in table extension and customization and notification customization.
• Tracking of Incidents from open to closure, monitored email & alerts, responded/escalated incidents as per Service Level Agreement(SLA)
• Set up Service Level Agreements (SLAs) and monitored SLA workflows , created and tracked Service Catalog requests , and items with variables.
• 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.
• Hands on experience on Active Directory, LDAP and Single Sign-On (SSO) Integration and IT PAM.
• Implemented Web Service Interface between ServiceNow and Salesforce using JSON Web Services.
• Worked on integrating Servicenow with CA Spectrum.
• Set up an integration between servicenow and spectrum to allow automated incidence to be generated when an alert is raised in spectrum
• Good on experience with web service integrations like SOAP, REST
• Designed and developed Service portal style and theme pages using CSS
• Involved in activating the plug-in and configured google maps and integrated with SeriveNow to make the end user more convenient.
• Good hands-on experience in integrating ServiceNow with SCCM, ADDM
• Worked in various modules of Oracle E-Business suite such as Customer Relationship management (CRM), Project portfolio management (PPM), Financial management, Supply chain management (SCM) to ensure all business needs are met and extended the value of software investment
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Integration of IT professional services with specific focus on end-to-end Big Data, Amazon Web Services (AWS), Data Integration, Business Intelligence and CRM solutions for mid-sized to large-sized infrastructures.
• PowerCenter Applications migration from On-premise to Amazon Elastic Compute Cloud (EC2) ServiceNow deployment with AWS.
• Hands on experience in Performance Analytics by using indicators, breakdowns, scorecards, dashboards, widgets.
• Worked and helped customers to decrease time required by Performance Analytics and created strategic and operational changes by delivering the changes through a new set of goals.

TECHNICAL SKILLS:

ITIL: ITSM Suite, Service Now, BMC Remedy ARS 7.6.x/7.x/6.x.

Programming Languages: C, C++, HTML,CSS,JavaScript,JQuery,AngularJS, Bootstrap, Jelly Scripting SQL,PL/SQL

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

Web Technologies: HTML 5, CSS, ASP.NET, Web Services, WCF, MVC, REST Web API, XML, AJAX, HTTP.

IDE: Eclipse, Net Beans, TOAD

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

WORK EXPERIENCE:

Confidential, Savannah, GA

Sr Servicenow Developer/Architect

Responsibilities:

• Working on various modules of ServiceNow which include Incident, Change and Problem Management.
• Managed the off-shore team.
• Involved in gathering requirements from the business and worked on architecture to design, develop and implement.
• Hands-on experience in creating and migrating MPP files in Project portfolio management and created portfolio and linked with Release management.
• Bulk Upload of data into tables with Excel and XML.
• Import data from excel to CMDB table using transform maps.
• Working on Service Catalog and developing various order guides and record producers and created several UI policies and catalog client scripts.
• Designed a portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on the feedback received from users.
• Helping the Content Management(CMS) team in designing the portal and showcasing it into a user friendly environment.
• Writing custom scripts for automating the process and integrating the service with external applications.
• Configured the network to allow MID Server network connectivity to the ServiceNow instance over TCP port 443.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Created suggested relationships for configuration items in CMDB.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, became an expert in troubleshooting Discovery tool.
• Interacting with various areas in the system to develop the organization and to enhance the use of various applications.
• Worked in Installing PORT 995 to securely use POP 3 to receive emails from a remote server and a way to download emails on the client’s local computer.
• Scheduling various jobs that run automatically and are triggered whenever needed.
• Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence.
• Created, Developed and implemented HR cases for automated HR processes, such as employee onboarding and offboarding
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Loading the data into ServiceNow using Transform Maps, whenever information is received from external sources.
• Developed scripts for scoped applications using scoped API’S and integrated ServiceNow with Google maps using these applications
• To make the process much simpler, I have created various workflows and associated them to respective tables to ensure smooth working process.
• Configured dashboards to display multiple performance analytics, reporting and widgets on a single screen and created stories to share the data with multiple users.
• Tracked and aggregated data over the time to measure tickets resolved per assignment group with performance analytics.
• Distributed reports with current state of incidents data and check the priority of each incident open for various tables.
• Creating and developing roles in development environment which can be assigned to users based on their functionality thus restricting their access to the entire system of ServiceNow and giving them limited access based on the requirement.
• The scripting and integrations that I have done in my project were handy all the time and easily understandable by all the members of the team.

Confidential, Plano, Texas

Servicenow Developer / Administrator

Responsibilities:

• Create new service catalog requests and items with variables and variable sets.
• Developed UI Appearance for Service Catalog Requests.
• Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site.
• Configured ACLs.
• Integrated with BMC Remedy and HP Service Manager using SOAP Messages and Scripted Web Services.
• Configuring HR Service Management, Asset Management, Project Portfolio Management (PPM), Incident and Knowledge Management, and Web Services Integration.
• Installed and Configured MID Server in clustered environment.
• Implemented Single Sign On (SSO) using SAML 2.0 by uploading and configuring X509 Certificates into Cert Store.
• Ran a perl script by using alaram notfier to send a HTTP post request to servicenow while integrating with sepctrum
• Worked on creating and activating procurement application menu and added modules to the navigator. Created catalog requests, purchase orders and tracking the orders raised in catalog requests.
• Implemented LDAP integration to load users from Microsoft Active Directory into Service Now.
• Extensively used GlideAjax in Client Scripts to call Server Side Script Includes.
• Created Asset Models and Asset Categories to map configuration items to Assets in Asset Management.
• Worked on getting Asset management OOB and integrated assets with Discovery and involved in creating AMI tracking to track softwares and hardwares automatically using barcodes.
• Maintained relationship between Asset and CMDB using cascading rules and schema mapping.
• Extensively worked with Events and Notifications.
• Designed a company-wide service catalog that offers a collection of services.
• Involved in customization of UI for a knowledge base.
• Created customized login pages, search pages with drop down list in search bar.
• Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages.
• Involved in designing, development of Home Page, Place Order 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.
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents.
• Involved in creating of IT New Flash where the day-to-day news are getting scrolled.
• Involved in writing of JavaScript, Jelly Script, and JQuery.
• Actively involved in daily Scrum meetings.
• 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.
• Build reports, gauges, and home pages.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• Experience in visualizing data within servicenow instance using performance analytics and reporting
• Experience in Service Watch Discovery scope.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.

Confidential, Kansas City, MO

Servicenow Developer / Administrator

Responsibilities:

• Implementation, configuration and maintenance of ServiceNow instances.
• Created Access Controls in ServiceNow to maintain the required security.
• Integration of ServiceNow with various data sources using web services, JDBC connectors and file transfers.
• Implementation of solutions using business rules, client scripts and script includes.
• Worked on development of HP Asset Manager to ServiceNow migration application.
• Extensively involved in monitoring enterprise with Confidential Netcool, Soalaris and Service Watch.
• Integrated and worked on Service watch 3.6 for sevice mapping
• Service Catalog creation, configuration and deployment. Workflow design and implementation.
• Routine Support activities for Incident Management, Problem Management, Change Management, Knowledge Management.
• CMDB, Knowledge Management, Data Management and report creation.
• Design, development, customization and administration of Remedy-based systems that align with ITSM and Configuration Management.
• Customization of SRM per the client's requirements and Configure with respect to backend applications i.e. Incident and Change Management.
• Participate in discussions with various organizations to ensure Service Desk CMDB contents and structures are aligned with other corporate processes and best practices.
• Managing Security by Adding, Enabling, Disabling and Deleting of Users/Groups and the granting of privileges using Supervisor.
• Excellent understanding of Data warehousing concepts and their implementation, has applied the technology cross platform on several applications.
• Demonstrated and train Remedy ITSM modules to business managers and supervisors.
• Utilized Orchestration to extend workflows to interact with systems and application code outside the ServiceNow Instance.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Configured Mid server to import from external sources.
• Used ACL's for controlling the security mechanism in Service Now and Setup the SLAs according to the business requirements.
• Populated CMDB with configuration items (CI) using Discovery.

Confidential, Reston, VA

Servicenow Administrator

Responsibilities:

• Establish and maintain high level of incident ownership.
• Assist in the import of configuration and asset data.
• Supporting normalization of data in CMDB to support consistent and transparent reporting across the organization.
• Created notifications based on user requirements and configured Inbound email actions to create Incidents on Request.
• Prepare Business Requirement Documentation for Service Desk Enhancement/Implementation in the requirement analysis phase of the SDLC.
• Manage high level functional and technical issues affecting various line of business IT environment and prioritize the resolution with business and IT teams in the disposition phase of SDLC.
• Analyze the nature of queries and customer problems and provided suitable solutions with satisfactory timescales based on SLA.
• Hands on experience in technical Implementation of Incident management, problem management, change management and service catalog.
• Creates Workflow activities and approvals . Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Developed complex transform scripts to import data into the ServiceNow Database .
• Engage in requirement gathering and documentation process.
• Coordinate project status update meetings documents and reports on issues to stakeholders, team members and executive management.
• Engage in weekly requirement grooming, story backlog process with process owners/team for Service Catalog, Change, Service Portal and Problem.
• Part of the team that migrated current employer from Confidential Maximo software to ServiceNow.
• Provide demo or passed stories for clients or process owner to obtain sign off in UAT instance.
• Facilitate process design sessions to document detailed process flows.
• Translate functional user requirements into technical requirements.
• Liaison between IT and business requesters and ServiceNow development team.
• Communicated with requesting parties with status updates of development and enhancement requests.
• Interacted with process and application owners to ensure that requirements are being satisfied.
• Provided timely information as required to aid training and communication.
• Provided support to development and team throughout each release cycle.
• Coordinate with testing team to ensure defect free releases.

Confidential

ITSM Administrator

Responsibilities:

• Development and implementation of Help Desk, Change Management according to business requirements.
• Extensively worked with AR System object like Forms, Active Links, Active Link Guides, Filters Filter Guides, Escalations and Menus.
• Involved in support processes including the ability to submit, monitor, and manage help desk cases, change requests.
• Developed consuming and publishing web services using WSDL, SOAP, XML to establish communication between remedy and an external system for automating status update of Help desk tickets.
• Involved in Design, Development and Implementation of a custom change Approval process.
• Configured custom notifications for different support groups and for different events of Incident Management, Problem Management and Change Management modules.
• Created and scheduled various Reports using Crystal Reports and AR system reports for end users.
• Worked on Sql queries to retrieve information from database as needed and also worked on Linux operating system to check various log files.
• Assisted Team leads and Project managers in managing SDLC which includes Requirements gathering and Project Planning, Generate Design, Functional Specs and Test scripts.
• Assisted in Testing and debugging (also created user friendly custom developed Test and Bug Tracking system).

Confidential

ITSM Coordinator

Responsibilities:

• Daily maintenance and support, user account creation, troubleshooting and administration of the Remedy Applications.
• Successfully customized ITSM modules Such as Incident Management, Problem Management, Change Management modules according to client Requirements.
• Performed BMC Remedy administrator tasks for ITSM applications and loading foundation data. Syncing data and work flow objects in all environments using Remedy data import and export and using Migrator tool.
• Involved in Installation, maintaining AR system servers and supporting the Remedy AR Systems Application.
• Developed and created various forms, Menus, Active Links, Filters, escalations and menus to enhance the functionality.
• Effectively used Migrator tool to identify differences and move work flow from Development, Testing and to Production.
• Successfully implemented customizations to ITSM Notification engine to send custom notifications in Change Management and Task Management Modules.
• Integrated ITSM Incident and Change Management Modules with third party applications by publishing Web services.
• Responsible for 24/7 admin activities Such as application support, performance tuning of AR System, Database, Server maintenance etc.
• Other Activities Include Remedy Application Support, On-Call Support, preparing documentation as per the customer requirement.
• Worked on different bug fixes within Incident Management, Change Management and Problem Management and worked on Mid-Tier Configuration as per the requirement.
• Worked on Remedy Notification Engine and the email engine including the within-application email system and modified Template models.
• Prepare training document and provide user training on ITSM modules.
• Responsible for 24/7 admin activities Such as application support, performance tuning of AR System, Database, Server maintenance, patch maintenance work, etc.