SUMMARY:

• A Qualified IT Professional with 5+ years of experience including 3+ years of experience as a Service - Now developer and administrator.
• Experience in Configuring Applications using Service-Now tool, used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations.
• Experience in Implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC SCRUM.
• Expert in ServiceNow with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management, Financial Management and Release Management with extensive knowledge on Content Management System.
• Expertise in Design and configure ITSM and customizing the applications using Java script, AJAX and HTML in Service Now.
• Good Knowledge about ITIL standards which are helpful in development and customization of ITSM Applications.
• Involved in configuring the Business Rules, Client Scripts, UI Policies, and Access Lists in ServiceNow .
• Designed, configured and implemented solutions using Java Scripting .
• Involved in managing system configurations, gathering and documenting user and process requirements, Creating and Developing Workflows.
• As a tester, performed quality assurance testing, User Acceptance testing and Third party integration for ServiceNow platform.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Strong skill set in the ServiceNow suite development including REST integration.
• Experience in debugging and troubleshooting the existing codes.
• Excellent knowledge of hand-coded HTML, CSS, JavaScript, DOM, JavaScript/UI libraries and their use in implementing AJAX solutions.
• Experience in working with the workflows using ServiceNow workflow editor.
• Generated JavaScript's to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Involved in Data Integration and Migration with the existing Legacy systems using data loader.
• Experience in Object Oriented, Design and development using Java.
• Experience with industry standard methodologies like Waterfall and Rational Unified Process (RUP) to develop client-server and web-based applications.
• Adaptive to team environment and has the capability of completing complex tasks independently.
• Capable of learning quickly and delivering solutions as an individual and as part of a team. Self-motivated Team player with excellent interpersonal and communication skills.
• Strong communication skills, with the ability to convey concepts/requirements between technical and non-technical stakeholders.

PROFESSIONAL EXPERIENCE:

Confidential, Louisville, KY

SERVICENOW ADMIN/ DEVELOPER

Responsibilities:

• Create and maintain API and data integration processes between ServiceNow and other services.
• Experience in Communicating with external web services using SOAP Messages and REST.
• Experience in loading assets into SNOW from third party system using Web Services and Import Sets.
• Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and Reporting and few other custom applications.
• Provided design, technical solutions for the user requirements at Client and made recommendations to improve their current processes.
• Wrote Client Scripts , UI policies, Business Rules, Security Rules and UI Actions, UI Pages/Macros.
• Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services, Email integrations etc.
• Designed many catalog items out of which few catalog items involve integration using SOAP Web services, Restful API.
• Built Reports, Gauges and Home Pages.
• Customized Change Management application to be aligned company's requirements.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow .
• Worked on creating various Import sets and Transform maps for data uploads using excel sheets.
• Created Database views to create reports across multiple tables.
• Created Service Catalog templates for various use cases which are used for Catalog Admins to develop catalog items.
• Managed and coordinated activities during the overall ticket life cycle in Incident and Problem Management.
• Translated business requirements into Service-Now oriented technical/procedural requirements.
• Collaborated with Technology Service desk and Service Management to evaluate requests to change, customize, and configure service now.
• Consulted with the Client's user community to identify and evaluate business needs.
• Experience working with email notifications, inbound actions, reports, gauges, and home pages.
• Supported the development and maintenance of ITAM operational and financial metrics and Established support models required to achieve them.
• Defined the functional needs for our ITSM system, ServiceNow , and architected the specific implementation.
• Troubleshot ITSM issues and Integration related work such as CMDB , LDAP and Network Automation.
• Worked on Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts. Also worked on demands in the PPM module.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Created portfolio in PPM module to measure the progress of several projects at the same time and to create multi-project reports for analysis.
• Development of requirement integration components (SSO, LDAP, SOAP).
• A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management.
• Development of various ServiceNow applications like Incident Management, Problem Management, Configuration management, Discovery and Portfolio, Project Management & CMDB .
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow .
• Created ITAM policies and policy management.
• Used SAM programming to control inventory through accurate databases.
• Implementing ServiceNow Discovery and CMDB and integrating it with Change management.
• Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best practices.
• Responsible for participating in the support of the processes, tools, and methodologies to drive consistent IT Software Asset Management (SAM)
• Implementation experience of Event based integrations like Mid Servers, TEC, and Web Services.
• Customized and created workflows for Change Management, Configuration Management, and knowledge management and for service catalog items.
• Involved in change and release to production touch points, Incident and Problem Management processes.
• Involved in MID Servers for granted access to the SNMP devices by the ACL.
• Developed new service catalog items and fix bugs in incident, problem and change management.
• Worked in Release management during product and patch releases.
• Worked with client and management to resolve issues and validate programming requirements within their areas of responsibility.
• Worked on collecting inventory details that are very useful to the service desk which includes information about an end-user’s machine using ITAM.

Confidential, Phoenix, AZ

SERVICENOW ADMIN/ DEVELOPER

Responsibilities:

• Designed and implemented new functionality using UI Policies and Data Policy.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Customization of form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration.
• Integrated ServiceNow with 3rd party tools and implantation of SOAP and REST API.
• Created various outbound Email Notifications using Email Templates.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.
• Implemented Software Asset Management (SAM) Extensions plugin automatically on all new instances of ServiceNow .
• Implemented Integration of Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow .
• Wrote business rules to avoid empty configuration items to be stored in CMDB after Discovery tool runs a scheduled job.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Used Software Asset Management (SAM) to systematically track, evaluate, and manages software licenses and software usage.
• Create and implemented upgrade strategies for the current environment with specific attention to Microsoft SCCM.
• Assisted ITAM staff to understand the risks of noncompliance, and be able to quantify and effectively communicate these to executive management teams with the aim of preventing situations that might compromise compliance.
• Designed email templates by using HTML and jelly scripting and used them in notifications.
• Communicated with external web services using SOAP Messages and REST.
• Generating weekly reports and metrics for IT management.
• Developed workflows and in customizing the applications in ServiceNow using Java script, AJAX, HTML.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
• Configured SAML 2.0 Single Sign-on authentication, OKTA Single Sign-on authentication.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Provide training on Service-Now process, operations and capability to all required teams.
• Involved in Production Support for all the Service-Now related issues.
• Worked on modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Defined SLA, OLA and Contract for the customer.
• Involved in various ServiceNow customizations as per client's requirement.
• Involved in migration between various ServiceNow instances using Update Sets.

Environment: ServiceNow, ITIL, ITSM, HTML, JavaScript, BMC Remedy, LDAP, Web services, PowerShell, SNMP.

Confidential, Philadelphia, PA

SERVICENOW DEVELOPER

Responsibilities:

• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• 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.
• Managed Employee Self-Service portal (ESS).
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Loaded Assets into SNOW from third party system using Web Services and Import Sets.
• Responsible for access control, security, minor enhancements such as form or workflow editing.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
• Deployment of SCCM client via "Client Push" mechanism.
• Responsible for building SCCM server.
• Performed integrations and process automation using ServiceNow Orchestration.
• Worked mostly on the Asset Manager Application designer as project was a new implementation. Customization included creation of page, screen, tab, Fields, Buttons.
• Responsible for on-going enhancement and maintenance of the ServiceNow platform.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management.
• Performed integrations and process automation using ServiceNow Orchestration.
• Configured metrics for indicating KPI of the Industry in different measure.
• Working with vendors on the asset tag process, ensuring all vendor assets are recorded appropriately.
• Assisted ITAM staff in determining business value by providing the cost analysis and asset-related financial data required to support the business in its decision-making process.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by JavaScript.
• Used scripting tools and ServiceNow functionality to create script to automate rote tasks being done in ServiceNow .
• Performed Load, manipulate, and maintain data between Service-Now and other systems.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers.

Environment: ServiceNow, JavaScript, jQuery, Jelly, HTML, XML, CSS, LDAP, SSL, Windows.

Confidential

WEB DEVELOPER

Responsibilities:

• Worked on various phase of a software life cycle: Design, implementation, verification and maintenance.
• Developed HTML and CSS codes for front-end deployment.
• Developed Web forms using PHP, JavaScript, CSS, and HTML.
• Wrote various methods to manipulate HTML and CSS in JQuery, made web pages dynamic using AJAX, JSON, and XML.
• Design with standards compliant code with emphasis on browser compatibility, accessibility, and search engine optimization with frameworks/libraries such as jQuery, Bootstrap etc.
• Implemented MySQL and other relational database in various projects.
• Practiced continuous Integration, unit testing, TDD, and refactoring.
• Updated the existing Website of client’s as per the request.
• UML and Agile Modeling were used throughout development process.
• Developed dynamic pages using PHP and JavaScript.
• Wrote various methods to manipulate HTML and CSS in JQuery, made web pages dynamic using AJAX, JSON, and XML
• Developed HTML and CSS codes for front-end deployment.
• Working as a Developer to in corporate the requirements in the ServiceNow tool in an optimal way.
• Group Manager in creating System Diagrams, Flow-Chart, and Database Diagrams using VISIO.
• Validating all the User’s Inputs through Java Scripts and Regular Expressions.
• Wrote MySQL Stored Procedures and Views for fetching of data from multiple tables.

Environment: Eclipse, MySQL, HTML5/DHTML/XHTML, CSS, PHP, JavaScript and JQuery Integration, Mozilla, Firebug, and Microsoft Outlook