PROFESSIONAL SUMMARY:

• Around 7+ years of extensive knowledge and experience in development, implementation, and administration of ServiceNow and Web Development.
• Experience in all phases of SDLC such as requirement analysis, design, code construction and testing
• Adopt with different software development methods (SDLC) like Water Fall and Agile (SCRUM) Methodology.
• Strong hands - on experience in creating the custom applications and modules in ServiceNow and enhance existing ServiceNow modules (e.g. Incident, Request, Change, Problem, CMDB, Knowledge Base, Service Catalog, Asset, Vendor, Demand, Service Portfolio, and more) based on process owners' needs.
• Great Experience in designing and building complex workflows using ServiceNow workflow editor
• Experience in configuring the SLAs for various ITIL processes as per the client requirements
• Ability to configure Mid Server on to the ServiceNow Instances.
• Good knowledge and experience in Discovery.
• Very good exposure towards ITOM and ITSM modules, Expertise in implementing agentless work in the enterprise using the ServiceNow Instance.
• Experience in configuring and customizing the ServiceNow system, including creating workflows, custom UI, groups, roles.
• Very good understanding of ServiceNow CMDB hierarchy, table structure and how CMDB and Asset data is handled.
• Service Portal Design and Implementation
• Strong ability to create and enhance custom Service Portal pages and widgets as well CMS pages.
• Exceptional experience in UI design and development both web pages and Service Portal
• Extensive ServiceNow Scripting (Business Rule, Client Script, UI Action, UI Policy, Jelly Script, Glide API stack, Scheduled Jobs, Reporting, and more.)
• Great knowledge and experience in HTML5, CSS3, SCSS, Bootstrap, JavaScript, AngularJS, jQuery, XML, JSON, AJAX
• Strong experience in designing and creating Email Templates and Email Notifications
• Provide advanced support for ServiceNow by troubleshooting a variety of difficult software problems, implementing bug fixes and performing root cause analysis
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives
• Conduct appropriate analysis and ensure calls that are unable to be resolve dare appropriately forwarded to vendor product support. Support the following: 1) provide initial problem resolution where possible; 2) generate, monitor, and track incidents through resolution; 3) provide software support; 4) maintain frequently asked questions and their resolutions; 5) obtain customer feedback and conduct surveys.
• Working knowledge of the Reporting and BI industries landscape, including vendors and tools
• Communicate effectively with managers, end users, and process owners frequently to establish requirements and guide development
• ITSM Implementation utilizing ITIL v3
• PerformBusinessRequirements gathering, data validation & data mapping review,BusinessProcess flow,BusinessProcess Modeling.
• Expertise in creating and reviewing the test plans and test cases from test scripts
• Expert in writing detail system use cases, developingbusinesstest cases, and working with QA teams during testing phase thereby facilitating UAT with stakeholders andbusinessusers
• Performing top-down discovery of businessservicesusingServiceNowServiceWatch.
• Knowledge onServiceMapping.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/MajorreleaseinServiceNow.
• Knowledge in DevOps and Agile processes and philosophies including Continuous Integration/Continuous Delivery and UAT.
• Strong analytical, problem solving and troubleshooting skills
• Excellent working experience with New York, Madrid, London, Kingston, Jakarta, Istanbul, Helsinki, Geneva, Fuji, Eureka, Dublin, Calgary ServiceNow versions.
• Worked on integrations to configure AWS andEventManagementRules to send alarms toEvent Management.
• Self-motivated, can work independently or as part of a team, able to learn quickly, meet deadlines and demonstrate problem solving skills.

TECHNICAL SKILLS:

Web Technologies: HTML5, Bootstrap, JavaScript, CSS3, SCSS, jQuery, AngularJS, XML, JSON, and AJAX.

ITSM Tools: ServiceNow, Service Desk, Service Request Management, Change Management, Incident Management

Database Tools: Oracle 9i/10g/11g, SQL Server

Other skills: Business Rule, Client Script, UI Action, UI Policy, SOAP Web API, REST Web API, Jelly Script, Background Script, Fix Script, Glide API stack, SQL, Scheduled Jobs, Reporting, and more.

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow Developer

Responsibilities:

• Develop and deliver customized portal web pages in ServiceNow using Bootstrap and AngularJS, JavaScript frameworks.
• 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.
• Created multiple pages with complex data and created Custom widgets containing complex structures.
• Developed solutions Using java script, Web Services, REST, and other web technologies to integrate ServiceNow with internal/external systems and tools.
• Involved in various ServiceNow customizations as per client's requirement and in migration between various ServiceNow instances using Update Sets.
• Developed widgets and fixed widgets in Service Portals to enhance the User Experience.
• Worked on setting up Service portal content so that it's only available to authenticated users.
• Experience with Service Portal to determine the users logging in to the portal and customization with a combination of system properties and script include.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Used JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Created and loaded catalog items and record producers.
• Support User Acceptance Testing (UAT) including development of scripts and conducting UAT with end users.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Worked on programming with server-side and client-side JavaScript, Ajax, JSON and XML, preferably within ServiceNow (business rules, script includes, client scripts, transform map scripts, etc.)
• Worked on data mapping for tables like model table.
• Worked on creating a user portal by using Cloud User Portal.
• Extensively involved in building a custom service portal based on the requirement.
• Worked on setting up Service portal content so that it is only available to authenticated users.
• Experience with Service Portal to determine the users logging in to the portal and customization with a combination of system properties and script include.
• Activated the Plugin to implement Service Portal and modified the existing widgets and created new widgets and pages to design the Service Portal according to the Client Requirements.
• Configured MID Server to import data from external sources.
• Worked on End-to-End implementation of CMDB module using Discovery tool in ServiceNow.
• Worked on creating and maintaining of Service Catalog/Portal Items in support of CMDB/ITOM projects.
• Created different Transform maps to import data into ServiceNow.
• Designed and configured different workflows for various Service Catalog items.
• Worked on integrating Service Now with external SOAP and REST based web Services.
• Updated APM modules upon release of ServiceNow New Versions/patches to mitigate vulnerabilities.
• Configured Automated Test Framework to automate testing scenarios of APM.
• Trained on APM by internal resources and worked on propagating the data from Business Application to Application Instances, Application Clusters and Application End points.
• Integrations with other systems and tools and supervised upgrades. Performed day to day administration tasks. Proven Experience of Support, Customization, LDAP configuration, Jelly Scripting, Glide Script, Glide AJAX, UI Pages, CMS sites.
• Worked on configuring ServiceNow which involves various modules, 3rd party integrations and building custom applications.
• Worked on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Provided daily support of Service Management Platform (ServiceNow), including Configuration, Integration, Customization, Scripting, Administration ServiceNow processes (User/Group management), Functions.
• Created Update Sets to migrate group of customizations from one instance to another instance.
• Worked on configuring, deploying and supporting ITSM and ITBM applications.
• Supported for integration of data gathered from external sources into existing ServiceNow Platform - ITSM, ITOM/ITBM/CSM.
• Responsible for ensuring that all the CIs are registered, and these records are correct and up to date.
• Involved in UI development within ServiceNow working with JavaScript, Glide Script, UI Policy, HTML5 and CSS3 and applying Business Rules. Used Glide Servlet( GlideSystem, GlideRecord, GlideForm, GlideAjax) for Asynchronies process, debug Client Side Script for alert, error and confirm messages, JavaScript Debugging for ging.
• Involved in discussions with other technical areas to meet the business and technical requirements for ServiceNow, SMTP Admin and DBA to build integration to external and internal systems, currently using as SMTP (EMAIL), MID Server and Web Service (Construction, integration testing, Transform Mapping, Security Authentication, Transform Scripting for Inbound and Outbound).
• Created groups, roles and security groups to access certain functionalities and customized home page.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Created Reports and scheduler process to send report to management about incidents, problems and application diagnosis report-based control and alert messages using Email Notification.
• Involved in Service Catalog and Request Workflow Design and Configuration and Written script includes and invoked them in business rules and client scripts.
• Performed create, read, update, delete (CRUD) operations on web server using outbound REST functionality.
• Utilized Java Scripting 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.
• Created Procedure guidelines used in supporting Technology and Application issues and Responsible for maintaining and growing data held within Service Now such as our users, service catalog items.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Worked with analyst to analyze functional requirements within ServiceNow for Customer Service Management (CSM), Request Management, Incident, Problem, Knowledge, Change, Core Platform, Web services, interfaces etc.

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current Service now system.
• Monitored and performed Service now admin activities which involve user and group administration.
• Implemented and maintained the Service now platform to meet the business processes and support ITIL.
• Good hands-on experience on ITIL framework.
• Designing and customizing new applications and modules as per the requirements.
• Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
• Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.
• Worked on various modules in Service catalog Management.
• Involved in configuration of email notification and SMS notification to alert the users of Service now.
• Developed solutions using web services, SOAP, JavaScript, and other web technologies to integrate ServiceNow with internal/external systems and tools.
• Worked on Service now scripts by using JavaScript.
• Involved in transfer of data from one instance to other by creating and modifying Update sets.
• Worked on Import Sets to transform data and transform maps.
• Configuring Service Level Agreements (SLA's).
• Strong in creating various workflows for incident management, change management and service requests.
• Involved in testing forms and reports for correct mapping of the objects and data transfers.
• Good knowledge in designing and implementing of service requests through Service now Catalog.
• Understanding the requirements and designing of workflows.
• Created Knowledge articles to document the steps in creating the catalog items.
• Configured and Maintained Fail-Over Clustering using SQL Server 2012
• Worked on different kinds of variables and variable sets.
• Implementing new functionality using Business rules, UI policies, Access control lists (ACL) etc.
• Worked on the System Requirement Specifications (SRS) including problem analysis and system definition models.
• Hands on experience in maintaining CMDB.
• Tracking the record of configurations stored in CMDB.
• Monitored system performance and provided system statistics and reports to the business.
• Created homepages including basic reporting, gauge configuration and dashboards.
• Involved in preparing documentation for installation, design, and requirements of Service now.
• Created transform maps using automatic field mapping and scripting.
• Performed Data migration to import data from other applications and external databases.
• Created many standard workflows which are propagated and handled many custom events.
• Worked in Problem management based on requirements gathered through testing.
• Customized forms and Lists of Incident and Problem Management tables in ServiceNow.
• Used AGILE methodology for the development and for tracking defects.
• Perform requirements gathering withbusinessstakeholders and translate requirements into user stories.
• Coordinated relationships withbusiness& technical teams to detail user stories (requirements) to be approved for Sprint & Release planning.
• Coordinate relationshipsbusiness& technical teams to detail user stories (requirements) to be approved for Sprint & Release plans.
• Collect, review, analyze, manage, backlogs (user’s stories & defects) from process owners and Service Owners.
• Perform QA testing & UAT of user stories from approved Sprint for scheduled deployment.
• Provide demo of passed stories for process owners to obtain approvals.
• Collaborate with IT process owners to develop global solutions for optimal IT service delivery.
• Review existing IT processes inServiceNowto identify areas of improvements & enhancements.
• Task tables, assignment rules, approval rules, SLAs, and workflows are used to power theHuman ResourcesRequest Fulfillment process.
• Developed a simple form for end users to record theirhumanresourcesrequests using Record Producers.
• Customizedhumanresourcenotifications as per client requirements by using mail scripting.
• Performs migration activities Dev to QA, QA to Prod.
• Designing, configuring, and customizing new applications and modules. Assisting in troubleshooting patch/ releasemanagement issues.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/MajorreleaseinServiceNow.

Confidential

ServiceNow Developer/Admin Chicago

Responsibilities:

• Development & Administration for ServiceNow ITSM Platform
• Manage successful upgrade from Helsinki to Istanbul, including bug-fix development
• Code in JavaScript & Java to enhance platform functionality
• Implemented and managed ITSM platform, ServiceNow, for various IT processes and tracks
• Build and implement new, fully custom SDLC module
• Manage successful upgrade from Eureka to Geneva, & Geneva to Helsinki ServiceNow versions
• Code in JavaScript to enhance and customize platform functionality and appearance
• Design & code highly complex multi-process workflows
• Worked to develop new service catalog items and fix bugs in incident, problem and change management. Involved in end-to-end implementation of Service Now solutions.
• Worked on Service Catalog, Dashboards, and Event Management and Incident Management module customizations along with enhancements.
• Integrations with other systems and tools and supervised upgrades. Performed day to day administration tasks. Proven Experience of Support, Customization, LDAP configuration, Jelly Scripting, Glide Script, Glide AJAX, UI Pages, CMS sites.
• Involved in gathering the requirements from the Business Team and creation of technical Task Documents to develop workflow, implement the workflows in Service Applications and administer the tools.
• Experience in the development and customization of Service Catalog Items and Workflows.
• Workflow management - Created Workflows, Sub flows and Tables on Helsinki.
• Strong technical knowledge of ITSM Products Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.
• Managed inbound and outbound notifications.
• Setting up Configuration Management, defining the CI classes and their relationships.
• Managing Email notifications through Tables and Workflows.
• Service Catalog (Request Item, Order guide and Record Producer) has been created based on client requirements. Also, Workflow has been created to support the Approval workflow and task assignment.
• Implemented End-End Service Catalog items for the existing business processes.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created Business rules supporting various email, notifications, and tables.
• Created data sources and loaded the Service-Now tables with different data formats.
• Created and managed SLA definitions for different Service Groups.
• Worked on establishing Links to knowledge-based articles on Geneva and Helsinki.
• Worked in Incident, Change and Problem enhancements and Co-coordinating with the UAT team for any improvements.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Participated in Service-Now Quick Start Implementation process and worked with the process of implementation of Incident, Change, Problem, Knowledge, and Service-Catalog.
• Developed lot of client Scripts, UI Policies, Script Includes, Business Rules across the application as per the requirement.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Incident Management and Problem Management activities.
• Worked on enhancement of change workflows.
• Created record producer application for some teams as a special requirement.
• Worked on internal portal for accessing all the business services by using Service Now Content Management Application.
• Administered HI Service-Now account for scheduling cloning and applying patches for the Service-Now instances.
• Responsible for regular administration of the instances and making sure that everything is in sync between all the instances.
• Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.
• Development of UI pages using HTML and jelly scripting for SP (Service portal).
• Receives and responds to requests concerning HR policies/programs using ServiceNow's ticketing system to efficiently respond to all issues, meeting service levels set out in Service Level Agreements (SLAs).
• Developed HR portal for the client.
• Worked on a project for HR Team to automate the onboarding of New hires/Rehires and created various catalog items
• Run reports to view and monitor the status of HR cases.
• Created Human Resources Overview dashboard to monitor and manage HR cases by category

Confidential

Web Developer

Responsibilities:

• Utilizing strong HTML5 and CSS3 skills to convert PSD/PNG
• Design to fully working themes
• Design, Maintain and Develop the Promotional Pages for the company
• Apply latest web programming technologies HTML5, CSS3, jQuery, Ajax, JSON, XML, and JavaScript to update company's sites (e-commerce sites)
• Responsibilities include UI development in support of various web pages
• Provide web development technical support to branded websites of Zoo Printing Inc.
• Using CSS3 Media Query and Bootstrap 3 to make responsive websites (Branded websites based on main Zoo Printing e-commerce templates).
• Apply Back-End development using PHP, MySQL on the current project (Promotional Sites)
• Train a new junior web developer
• Initiated process to update website andwebapplications with Java Templates and Mongo Database
• Design and develop website using HTML5/CSS3, WordPress
• Utilize JavaScript, HTML, jQuery, and CSS on a daily basis to complete assigned tasks.
• Developed a responsive single page application using AngularJS, HTML5, CSS3, Bootstrap,Webpack, JavaScript, NodeJS, JSON, JIRA, Stash, GIT.
• Used Angular JS to develop a single page application.
• Developed Single Container Applications by writing the code in AngularJS.
• Implemented various $scope methods $watch(), $digest() and $apply() in order to implement two way data-binding by using AngularJS.
• Worked on Data validation and error handling for the application.
• Used $http, $location, $q, $log, $scope, $window, $cache Factory services to call REST API's logging and location operations.