SUMMARY:

• 10+ years of technical and professional experience on a ServiceNow as an Architect and Lead with development, configuration, upgrades, orchestration, implementation and integration experience in building solution on ServiceNow platform with extensive experience on technical implementation of various ServiceNow Modules.
• Experienced on Managing ServiceNow Infrastructure and integrating with LDAP and other SaaS based applications.
• Extensive experience of integrating ServiceNow with 3rd party tools and implantation of SOAP and REST API.
• Lead / Analyzed Systems for Analytics, BI, MDM, DW, ETL, AWS / GCP Cloud Technical (IT) / Business Projects.
• Knowledge of technical components such as LDAP, VPN, SSL, SAML/SSO and other widespread enterprise technology.
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience with Web development, including X - HTML, CSS3, SQL, XML, jQuery or Angular and one or more of the following back-end technologies: JavaScript, PHP, .NET, Java, or ColdFusion integrations in ServiceNow
• Architectural knowledge on ServiceNow ITSM, ITOM suite - lead requirement gathering and design workshops.
• Hands on experience in web application development using HTML, Java Script, Java, JSP, Servlet, Struts, CSS3, jQuery, Bootstrap, Angularjs.
• ITSM/ITIL, ITOM, ITAM Process & Implementation with ServiceNow and Remedy ITSM Suite.
• Involved in developing CMS portal and Service portals with advanced scripting tools. Also used Jelly, Angular JS, HTML, Node JS, JSON and other related scripting languages to attain the desired outcome.
• Experience in Communicating with external web services using SOAP Messages and REST.
• Experience developing applications using Java, J2EE, XML, AJAX and web-based development tools.
• Extensive experience on different phases of the Software Development Life Cycle (SDLC) such as Planning, Analysis/Design, Development, Testing and Implementation. Proficient in Risk Management & Mapping.
• Functional knowledge and implementation experience of ITSM frameworks.
• Involved in scratch implementations of service catalogs, Incident, problem, change, service portals, CMDB, and other custom modules.
• Extensive experience on technical implementation of various ServiceNow modules such as Incident, Problem, Change, Asset Management, CMDB (Configuration Management Database), knowledge, Request, Service Catalog, Custom Applications and Integrations.
• A Service Now expert with experience 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.
• Worked as Sr. ServiceNow consultant on projects for development and implementation of process for the software ServiceNow.
• Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
• Experience on developing ServiceNow portal UI pages using AngularJS (1.6), HTML5, CSS, JavaScript and Twitter Bootstrap in ServiceNow Studio.
• Developed solutions using Web services, SOAP, JavaScript and other web technologies to integrate ServiceNow with internal/external systems and tools.
• Developed SQL Loader control programs, interfaces and PL/ SQL validation scripts to transfer flat file data into oracle database.
• Hands on Experience in ITAM asset management modules and how the information flow between ITAM and SAM in the Service Now.
• Hands-On development, Design details, Integrations (REST/SOAP), Service now platform in-depth knowledge, Scoped Applications creations/managements, Modules like ITSM, ITOM, ITBM, SecOps, HR.
• Experience within the ITSM environment ServiceNow - Web Service Integration with third party applications.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experience working on Glide, Ajax, client scripting, business rules, UI Policies etc. Web Technologies (XML, HTML, Angular, Bootstrap, JavaScript, Web Services, etc.) and working in a SaaS environment.
• Working on ITBM- Application Portfolio Management (APM).
• Experienced on Service Watch, Business Service Mapping (BSM), LDAP, deploying Discoveries in a Multi-Data center environment and proven ServiceNow implementation experience.
• Implementation of ITIL process including incident, problem, change, knowledge and CMDB for better ITSM on Service-Now.
• Knowledge of web-based development languages; specifically, HTML, CSS, JavaScript and AngularJS.
• Develop solutions using web services, SOAP, JavaScript and other web technologies to integrate ServiceNow with internal/external systems and tools.
• Hands on experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow.
• Knowledge in configuration of CMDB (Configuration Management), Asset management and use of Discovery and MID - Server installation in ServiceNow.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow, ITSM SUTE, HP Server Manager, HP Asset Manager

Languages: C, C++, Java, JavaScript, Jelly, Angular-Js, HTML, Bootstrap, AJAX, CSS and XML

Scripting Language: JavaScript, Jelly Script, JSON, PowerShell, Python

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: UNIX, Linux and Windows

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint).

ITIL: ServiceNow, Service Mapping, Discovery, CMS, ITSM, ITIL

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

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

Databases: MSSQL, Oracle 10g, MySQL

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

IDE: Eclipse, Net Beans, TOAD

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

PROFESSIONAL EXPERIENCE:

ServiceNow Architect

Confidential, New York, NY

Responsibilities:

• Involved in Designing, Development and Implementation of Service Portals for customizing portal Pages using Jelly Script and UI Macros.
• Provide integration guidance on ITAM and CMDB projects for system integration
• Worked on development of Service catalog - catalog items, record producers, requirement fulfillment processes, designing workflows
• Process design of Incident, Change, Problem, Knowledge, Service Catalog, CMDB and Asset Management.
• Good understanding and hands-on experience with Git, Kubernetes, Docker, ServiceNow, GCP, Azure and AWS.
• Used Bootstrap, Angularjs in effective web design
• Integration with third party applications using Web services Integrations (SOAP, REST).
• Specialized in ServiceNow IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) applications and provides forms - based workflow application development.
• Involved in Integration with third party tool Altiris, where data is imported to CMDB.
• ITOM, ITSM delivery and support for Multi-Site / Multi threat accounts.
• Experience on design and maintenance of a global configuration management database (CMDB) in ServiceNow.
• Worked with key stakeholders to gather & interpret business needs in a software development environment (SDLC) through enhancements intake process.
• Worked on a wide base of modules within ServiceNow, including from the ITOM and ITBM suites.
• Used kubernetes using Docker implementation in AWS, Azure and GCP
• Pro-efficient in debugging and Problem Solving ITBM.
• Developed integrations to and from ServiceNow using Work auto, Orchestration, Scripted REST APIs, Integration Hub, Glide AJAX, and parsing methods.
• Configured LDAP Server and LDAP Listener for updating the user and group table record
• Assist in managing, maturing and improving ServiceNow governance & ITSM processes on ServiceNow platform by aligning process documents with tool capabilities, in line with ITIL framework
• Translated business requirements into functional specifications a daily which align with Flow designer features.
• Implementing ServiceNow ITOM product, including Discovery, Service Mapping and Active Directory Password Reset (Orchestration) Applications.
• Provide health checks on Service Now for ITAM and CMDB processes
• Created GCP VM and configured user ID and created DR solution.
• Analyzed / Lead Migration of Applications from On-Premise to GCP Cloud, Configuration, Security, IaaS / PaaS / SaaS (Infrastructure / Platform / Software as Service), SAFE, Terraform, GCE, GCS, GKE (Kubernetes) work.
• Utilizing HTML, CSS, Bootstrap, and Javascript to deliver Service Portal pages, widgets, and dashboards.
• Supported ServiceNow integration using SOAP, REST web services, import sets and transform maps, BR scripts.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Deliver consulting services to install, configure and integrate software products from ServiceNow with a focus on ITBM module (Project Portfolio Management, Release Management, Demand Management, Financial Management, Resource Management, Agile Development, Test Management, and Software Asset Management)
• Conducted the full SDLC lifecycle to implement ServiceNow Software and Hardware Asset Management and integrated it with an external discovery tool.
• Leveraged Retry Policy Module to determine how many times an API Call has to be made before complete failure.
• Drive process model to align ITIL best practices and ServiceNow tool by considering process, metrics and data requirements with ServiceNow Out-of-the-Box capabilities.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow
• Deployed Cloud infrastructure as code in AWS, Azure and GCP.
• Relationship mapping of CIs, ongoing troubleshooting of CMDB/CMS, data integration project.
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• Build process roadmaps for ITAM, and CMDB processes.
• Developed Slack Bots and integrated with ServiceNow, to retrieve the Knowledge articles from ServiceNow, catalog items to submit the request, the status of the request and approvers can approve the request using slack bot, used Integration hub flow designer to develop the custom spokes. Configured SSO using Okta and LDAP.
• Built order guides and workflows between other ATS/HRMS tools to ServiceNow for onboarding and offboarding using Orchestration.
• Experience in monitoring the migration of BMC Remedy with ServiceNow and developing ITSM/ITIL processes, roles, business procedures to support (ITSM) best practices.

ServiceNow Consultant

Confidential, Milwaukee, WI

Responsibilities:

• Developed solutions in the service-now platform that are suitable and ITIL compliant, identify and define business solutions for ITIL users.
• Develop Enterprise Mobile and web application development using AngularJS/Twitter Bootstrap and manual testing of web/mobile applications.
• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Performs maturity assessments on ITAM and CMDB customer processes.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Provide ITAM and Configuration subject matter expertise.
• Develop and deliver customized portal web pages in ServiceNow using Bootstrap and AngularJS JavaScript frameworks
• Create User Criteria, HR criteria for knowledge base access in HRSD. Worked on HR Templates, HR services in HRSD scoped Application.
• Created transform maps for importing CMDB data.
• Supported mission critical application hosted on AWS, Azure and GCP application engines
• Designed mission critical applications on AWS and GCP
• Created several workflows for ITSM, Service Catalogs, GRC, Security Operations, Performance Analytics and HRSD.
• Experience successfully implementing the ServiceNow HRSD platform and processes leveraging the HRSD framework.
• Having knowledge in developing applications using AngularJs.
• Worked on integration using SOAP / WSDL / REST.
• Perform data migration from on premises environments into AWS, Azure and GCP
• Worked on integrating with LDAP server to obtain the users, roles, and group's information into ServiceNow
• Managed the complete end to end deployment of CSM module for Bank’s Treasury Payments systems, replacing a legacy CRM module. Created a detailed plan to track all the Business requirements and their implementation
• Experienced with web service integrations like SOAP, REST API
• Coordinated relationships business & technical teams to detail user stories (requirements) to be approved for Sprint & Release plans through ServiceNow SDLC.
• Performed system administrator activities for ServiceNow ITIL, CMDB, ITBM PPM, and other project related systems to include managing system updates, user access and other requests regarding the system, coordinating issue resolution and other related administrator activities.
• Provide guidance to clients on software asset management process improvements.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB, User Administration, SNOW Reporting and Discovery in ServiceNow.
• Configured MID Server and integrated LDAP with ServiceNow
• Used JQuery plugins for Drag-and-Drop, Widgets, Menus, User Interface and Forms.
• Worked on configuring Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, CMDB and SNOW Reporting using ITIL process.
• Working with clients to better understand their needs and present solutions using structured SDLC approach.
• Implemented ServiceNow ITOM products, including Discovery, Service Mapping and Active.
• Integrated Service Now with EYESHARE tool for automatic change creation using the Scripted REST API.
• Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management
• Transform Customer Service operations to meet key productivity and/or ROI targets via ServiceNow CSM
• Communicated with external web services using SOAP Messages and REST.
• Practical exposure and/or experience with some JQuery, JSON, AJAX.
• Worked on setting up Active Directory, LDAP and SSO integration.
• Created & maintained requirements backlog through User Stories in ServiceNow SDLC module.
• Developed ServiceNow portal UI pages using AngularJS, HTML5, CSS and JavaScript and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
• Collaborated with an agile team to deliver solutions to business needs for processes across ServiceNow modules, including ITSM, ITBM, ITOM, HRSD, and more.
• Architect solutions for ITAM solutions
• Configure ServiceNow HRSD suite and implemented HRSD roles, COE structure, Services Configuration, Record Producers.

Sr. ServiceNow Developer

Confidential, Milford, CT

Responsibilities:

• Gathered functional requirements for Service Catalog and converted to technical requirements.
• Performed Integration between Service Watch and ServiceNow CMDB.
• Working experience in configuring and working on Discovery Schedules.
• Worked across IT and other Operations Divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements.
• Implemented ServiceNow Scoped App Automated Release Process.
• Delivered and supported 4 discovery workshops to potentials customers and mentored 13 citizen developers on building ServiceNow solutions.
• Working with client and functional requirements within the ServiceNow Platform.
• Oversee the performance and execution of multiple HRSD processes within ServiceNow.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• GRC implementation; automation; experience with GRC RAR, CUP, and SAP CUA (Central User Administration) integration with SAP GRC.
• Expertise in Design and configure ITSM (incident, change, problem) in Service - now.
• Direct hands-on experience on various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, and Client scripts.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks.
• Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and Reporting and few other custom applications.
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Designing and implementing new functionality using Business Rules, workflows, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Java script, Angular, Service portal and Access Control Lists. Supported Service Catalog - Multi-catalog management.
• Expertise in key technologies relevant to the ServiceNow integration solutions including: ServiceNow API’s, SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS.
• Implemented Virtual Agent and trained it on NLU Model with 11 different topics and integrated it with Microsoft Teams.
• Collaborated with HR team for creating relationships between projects and expense lines using PPM Module.
• Developed Time-Sheet module for tracking Time Cards and processing approvals.
• Designed Inbound Email configurations for automating ticket creation and updates.
• Used SoapUI tool to test SOA based architecture application to test SOAP services and REST API.
• Created customized and user-friendly widgets so users can access specific platform features using Service Portal.
• Created Service Portals an alternate to CMS using the Angular JS and Bootstrap framework.
• Involved in customization of UI for acknowledge base.
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Designing architectures for ITAM systems including integrations with financial, HR and other IT systems and ITIL processes.
• Create and maintain API and data integration processes between ServiceNow and other services.
• Assist with audit preparation and execution. Backup for IRM support of PRC applications
• Implement approval mechanisms in the CICD pipeline for promotion to higher environments
• Implemented service portals by developing several widgets over the portals for users based on roles.
• Performed system administrator activities for ServiceNow ITIL, CMDB, ITBM, PPM, and other project related systems to include managing system updates, user access and other requests regarding the system, coordinating issue resolution and other related administrator activities.

ServiceNow Developer

Confidential, Lincolnshire, IL

Responsibilities:

• Worked on GRC application (Governance, risk, and compliance).
• Configured to integrate SAP Enterprise Portal with GRC 10.1.
• Developed the IRM capability within the group through and emphasizing its cause
• Experience in configuring, integration Project Portfolio Suite (PPS).
• Troubleshot ITSM issues and Integration related work such as CMDB, LDAP and Network Automation.
• Responsible for Support,, product improvement feedback and Customer success programs like improving platform adoption, best practices, Customer account reviews of ITOM/ITSM SaaS.
• Provide strategy and technical insight in designing and supporting ServiceNow based on best practices in ITSM/ITAM.
• Maintain the integrity of Service Mapping tool across Production and Non-Production environments.
• Write the code to implement the functionality in Jenkins\Looper to upload the package created through CICD pipeline to storage repository (Nexus) using scripting languages like Python, Shell Scripts etc.
• Implement Continuous Integration Continuous Delivery (CICD) for end-to-end automation of release pipeline using DevOps tools like Jenkins, Puppet, Automic ARA etc.
• Implemented/support GRC AC10.1, Configured GRC AC Access Risk Analysis (ARA) and Emergency Access Management (EAM) components.
• Verified egress and ingress data advances with respect to IRM Standards.
• Good knowledge on web services, SOAP, REST. Worked on integrations with Puppet, SCCM and PIER.
• Leveraged ITOM (IT OPERATIONS MANAGEMENT) on BSM MAP, Discovery, Cloud provisioning and Event Management.
• Implementation of the HRSD module, Software asset management (SAM), hardware asset Management (HAM) in the service now application.
• Worked on Service Mapping and integrated with ServiceNow Discovery for Discovering enterprise infrastructure and services.
• Knowledge of web-based development languages; Specifically, JavaScript, Ajax, HTML, CSS and PowerShell.
• Successfully implemented ServiceNow ITSM/ITBM/ITOM/ITAM/CSM (Paris, Quebec) modules within given timeline and under budget
• Development of requirement integration components (SSO, LDAP, SOAP).
• Responsible for the execution and delivery of the ServiceNow application across the enterprise. (ITSM, ITOM, Platform, ITBM, Security and Compliance modules). to track all the Business requirements and their implementation.
• Extensive experience on Assignment Rules, Data Lookup definitions, Order guides, Dictionary Overrides and used Glide Scripting, Client & Server - side scripting for creating UI Policies and UI Actions, Data Policies, Business Rules, Client scripts and Script includes based on user requirements
• Customize and maintain ITIL modules such as Service Catalog, Knowledge Management Incident Management, HRSD (Knowledge and Case Management), Change Management, Problem Management, CMDB In ServiceNow.
• Implementing ITAM processes, policies and procedures.
• Assessing existing ITAM systems for improvements.
• Implemented CI/CD pipelines with Bit Bucket and Jenkins on AWS. Triggered automated builds from code commits and on merging pull requests. Developed Jenkins declarative pipeline as code to build, test and deploy artifacts to Cloud Hub.
• Experienced in the Analysis, Development and Automation of various ITSM Processes including Incident Management, Change management, Asset management, Service request.
• Experience in Configuring Email Notifications and Scripting Inbound Email activities.
• Worked on setting up Service portals content so that it's only available to authenticated users.
• Assisted in charting out a plan for IRM assessment and remediation. Planned its execution to Evergreen phase
• Created UI Pages and implemented logic to create RITM's automatically when data submitted through public UI pages using SOAP and Scripted SOAP Message.

ServiceNow Business Analyst

Confidential, Los Angeles, CA

Responsibilities:

• Support and maintain complex Gateway interfaces between ITAM, ITSM, CMDB and other corporate systems.
• Knowledge on UCMDB which features prominently in HP ITSM, CCRM and SACM solutions supporting (ITIL based) change and configuration management processes
• Create user stories and manage story backlog with requirements for sprints through enhancements intake process.
• Responsible for various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Experience with XML, HTML, AJAX, Jelly, CSS, jQuery, Bootstrap and AngularJS frameworks.
• Designed and engineered solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Implemented ServiceNow ITOM/ITSM applications using ITIL V3 services best practice processes, methods, testing.
• Worked on configuration of LDAP connection in ServiceNow, LDAP servers to upload SSL .
• Created Custom Apps in ServiceNow after gathering requirements
• Designed many catalog items out of which few catalog items involve integration using SOAP Web Service, Restful API
• Experience working with Quality Center and SharePoint.
• Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow Jakarta. ServiceNow ITBM and project management, ITOM Network layout for standard email configuration Basic email services and features Mail servers maintained by ServiceNow.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Personalize in creating forms and fields for the various roles and groups to target company requirements.
• Setting up Discovery Application and configuring it to update the CMDB Accurately.
• Communicated changes to requirements on user stories during sprint where applicable.
• Configured Data Sources, Import Sets, SLA/ OLA, LDAP and Transform maps.
• Providing technical expertise in architecting solutions, using PaaS, and IaaS across AWS, GCP, and Azure
• Experience on Customer Service Management (CSM) & Service Portal.
• Managing user, groups, roles and data with Tables, the CMDB, Import Sets, and Update Sets.
• Developed solutions using Ajax, JavaScript, Web Services REST, SOAP, and other web technologies to integrate ServiceNow with internal/ external systems and tools
• As part of GCP implemented a spring boot app using IntelliJ IDE and deployed it to Google APP Engine.
• Worked on setting up Service portal content so that it's only available to authenticated users.
• Integrated ServiceNow with LDAP and enabled Single Sign on
• Provide strategy and technical insight in designing and supporting ServiceNow based on best practices in ITSM/ITAM.
• Involved in Configuration, Web Services, Catalog Client Scripting, SOAP, Developing complex workflows.
• Developed widgets and fixed widgets in Service Portals to enhance the User Experience.
• Experienced in developing AJAX interfaces with libraries and frameworks AngularJS, React JS, JQuery.
• Prepare mapping document for integration between Jira /Confluence and ServiceNow.
• Worked with different software methodologies that includes Software Development Life Cycle (SDLC), Agile and Waterfall.
• Conducted the full SDLC lifecycle to implement ServiceNow Software and Hardware Asset Management and integrated it with an external discovery tool.
• Worked on user interface applications and professional web applications using JavaScript, HTML 4.0/5, PHP, CSS3, JSON, AJAX, Bootstrap and XML.
• Requirements gathering, analysis, design, technical documentation for CMDB, DDM, ITAM/ITSM.
• Experience in Implementing Single Sign On (SSO) using SAML 2.0 with Windows Active Directory and LDAP
• Worked on integrating ServiceNow with external SOAP and REST based web services
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system centralizing the information. Developed Software solutions using JavaScript, Jelly, Ajax and Glide scripting.