PROFESSIONAL SUMMARY:

• A Qualified IT Professional with 8+ years of experience as a Service Now Consultant for development, administration and implementation and 5 year as Remedy administrator/ Developer with good experience with Java Scripting.
• Hands - on experience in implementation of various IT processes on ServiceNow such as Incident and Problem Management, Change Management, HR Catalog, Service Catalog, Workflows and other Service Now modules.
• Experience in creating an Access Control list Rule (ACL) and use of scripting tools and Service Now functionality to create script to automate routine tasks.
• Strong experience creating, reviewing and updating test cases, test script, use cases and mock ups.
• Hands on experience in creating transform maps for importing CMDB data
• Develop KPIs and provide ITSM performance metrics reports using ServiceNow Performance Analytics Module.
• Proficient in creating and working on Business Rules, Script Includes, Client Scripts, UI Policies, UI Pages, Events, Notifications and Surveys.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Knowledge of web based development languages; specifically JavaScript, HTML and CSS.
• Hands on Experience on Performance Analytics.
• Experience creating/running, publishing/sharing report for different modules on ServiceNow using established KPIs.
• 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 Import Sets and Transform maps using various connector types like JDBC, CSV, XML, etc., as part of new application roll outs of Infrastructure Management.
• Expertise in assisting the Testing Team in creating and reviewing the Test Plans and Test Cases from test scripts.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration, Web services, Discovery, Workflow and CMDB.
• Experience in upgrading from Eureka feature release to Fuji release and applying patches to ServiceNow instances.
• Demonstrated the ability in developing Test Plan and test cases utilizing requirements and design documents, specifying Testing Overview & implementation.
• Hands-on experience with Glide Forms, Glide Record, Scratchpad, Glide AJAX and Glide System used in UI Actions, Business Rules, Client Scripts and Discovery tool service watch.
• Experience with ServiceNow Content Management System (CMS) for enabling content for ESS portal users.
• Having Extensive knowledge on SSO, LDAP and Active directory Integrations.
• Extensive knowledge of Remedy workflow such as Request Forms, Active Links, Filters, Active Link and Filter Guides and Escalations.
• Knowledge of web based development languages; specifically JavaScript, HTML and CSS.
• Developed and run periodic global "ITSM monthly Performance metrics report" with scheduled reports in ServiceNow and compared with ITSM Scorecard with focus on strategic KPIs
• Write and review extensive sets of test scripts used for QA Testing & UAT testing in ServiceNow.
• Create, review and detail user stories for enhancements on various ITIL process areas.

TECHNICAL SKILLS:

IT Services: ITSM suit, ITIL V3, Service Now, CMS, SCR, SAM, and LDAP

Programming Languages: C, C++, Python, HTML, CSS, JavaScript

Software Methodologies: SDLC, Agile, SCRUM

OS: Windows-2008, 2003, 2000, XP, Win 7; UNIX- Linux, Solaris.

Database: MySQL, Oracle.

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

Version Control Tools: CVS, SVN, GITHUB.

WORK EXPERIENCE:

Confidential, St. Louis, MO J

ServiceNow Consultant

Responsibilities:

• Responsible for gathering the requirement from the client and preparing functional and technical specifications documents for various ServiceNow modules.
• Worked on Incident management, Change management and Problem management modules as per the requirements, I have also worked on other modules such as, CMDB and Knowledge base.
• Created custom reports through the report module in Service Now.
• Daily tasks included customizing the existing or creating new Business Rules, Scripts- Includes; Client catalog script, Client Script. As per the business requirements.
• Worked on UI Pages, Transform Maps and Schedule Jobs.
• Working on various frontend forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Used of Agile SDLC methodology using User Stories, Sprints, and Scrum meetings.
• Imported many CIs using import set tables.
• Created ServiceNow suite configuration in ServiceNow fulfillment, service catalog, Dash board.
• Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA’s) and operation level agreement (OLA’s).
• Worked on Reports, Scorecards and Dashboards.
• Created directory system agent using LDAP server
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Performed Import Export of data sets from Dev to other environments.
• Developed Catalog client scripts and UI policies to make client side changes.
• Created ACL's for tables/forms/modules and managed user/group roles.
• Configured SLA's using SLA definitions for Incident, Catalog Tasks and Catalog Items.
• Written script includes and invoked them in business rules and client scripts.
• Created transform maps for importing CMDB data and data from other company applications. Thus making the import of the data from existing database tables easy and quick.
• Provided weekly status reports to project manager and business partners.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes.
• Configured Service Level Agreements (SLA's) to define certain levels of services to incident management and Service catalogs.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, CMDB, PA.

Confidential, Dallas, TX

ServiceNow Consultant

Responsibilities:

• Develop and maintain the application architecture for business functional areas in compliance with the enterprise architecture.
• Implementation of different policies in ServiceNow such as UI Policies, Data Policies, UI Actions, Business Rules and Client Scripts. Making the ServiceNow application more user-friendly and providing good user experience.
• Created UI Actions, UI Actions, Business Rules, and Client Scripts extensively using Glide Forms, Records, Scratchpad, AJAX and Glide System used in.
• Responsible documentation for Configuration, Customization, Integration with External Services, Administrating ServiceNow processes (User management/Group management), writing Catalog client scripts and UI policies to make client side changes.
• Worked on CMDB from the scratch. Configured multiple forms for Asset module using Configuration Management Database.
• Imported many Configuration Items using import set tables and adding them to ServiceNow to get the work more streamline.
• Creation of Workflows for Service Catalog items and Knowledge articles in ServiceNow.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans. Creating database views to pull the reports on variables which are being used by catalog items. Creating the UI pages and using them in catalog items.
• Designed and implemented ServiceNow Integration solution with Emails, SMS and Alerts to raise and resolve the incidents from remote locations.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Customizing user administration on ServiceNow for the client, like managing users, groups, roles and Microsoft active directory, to make everything more efficient, easy to access and streamline. Helping the company’s internal users and thus in the growth of the company itself.
• Performed QA testing & UAT of user stories from approved Sprint for scheduled deployment.
• Creating application instances such as Prod, Stage, Dev, Test, QA etc., and create relationships to the integration, databases, Database instances, servers, etc.

Environment: ServiceNow, HTML, CSS, JavaScript, Web services.

Confidential, Dallas, TX

ServiceNow Consultant

Responsibilities:

• Customization of applications and tables for Incidents and Service Requests for the first point analysis on tickets and assigning them to other service lines based on the scope.
• Develop and maintain the application architecture for business functional areas in compliance with the enterprise architecture.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documenting user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA’s) and operation level agreement (OLA’s).
• Worked on Incident management, Change management and Problem management modules as per the requirements, I have also worked on other modules such as, CMDB and Knowledge base.
• Daily tasks included customizing the existing or creating new Business Rules, Scripts- Includes; Client catalog script, Client Script, asb1 per the business requirements. Creating UI Actions for Buttons and context menus on form and lists so that the whole application to any user is user-friendly any easy to handle.
• Designed and implemented ServiceNow Integration solution with Emails, SMS and Alerts to raise and resolve the incidents from remote locations.
• I have also worked on the plug-ins in servicenow application. Configured and enabled the chat functionality for Service Desk ticketing application built in servicenow.
• Develop code in mid-tier server integrating ServiceNow.
• Used of Agile SDLC methodology using User Stories, Sprints, and Scrum meetings.
• Responsible for establishing the single sign on through LDAP, making the sign in process easy by using the company’s login portal.
• Created transform maps for importing CMDB data and data from other company applications. Thus making the import of the data from existing database tables easy and quick.
• Created ServiceNow suite configuration in ServiceNow fulfillment, service catalog, Dash board.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements. To make a calculated assumption for the business.
• Created directory system agent using LDAP server.
• Created portfolio in PPM module to measure the progress of several projects at the same time and to create multi-project reports for analysis.
• Worked on offshore team and can understand encryption/decryption methodologies.
• Provided estimates for work efforts on new projects, user stories, and sprint planning.

Confidential, Bowie, MD

ServiceNow Developer/ Admin

Responsibilities:

• 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.
• Developed solutions in the ServiceNow platform that are ITIL V3compliant and defined business solutions for ITIL users. Designed and implemented new functionality using UI Policies and Data Policy.
• Worked with business analyst to create and modify Service Catalogs and Request workflow Designs.
• Designed the Content Management System for various systems which involved CSS and service catalog work.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's. Has been part of end user self-service portal management.
• Configured end-to-end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin. Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Worked on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue.
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts.
• Arranged the scrum meetings while deploying the changes from Dev to QA and to PROD.
• Thoroughly monitored the Top-down Approach of service mapping in the service watch.
• Developed and executed plans and procedures for data conversion, customer acceptance criteria and installation strategy. Migration of customizations from one instance to another instance.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.

Confidential

Remedy Developer

Responsibilities:

• Analysis and evaluation of the requirements within ITIL framework and industry best practices.
• Configuring Remedy ITSM, Asset Management, RKM and SLA Management.
• Creating Remedy Forms and Workflow objects to customize BMC Remedy OOB applications and custom functionality.
• Defined, developed, and implemented Asset and Change management requirements using the Remedy asset and change management modules.
• Interacted with BMC and internal teams to help solve critical issues.
• Working with Discovery tools to discover and Import Configuration items into Remedy CMDB.
• Configuration of CMDB, Normalization engine and creation of Re-con jobs.
• Manual creation of CI’s which are non discoverable.
• Asset management activities like CI management, catalog management, creation and maintenance of Contracts and Software Licenses.
• Raising Purchase requisitions and working with procurement teams.
• Maintaining Asset Life Cycle.
• Creating Asset to People, Contracts and Location relationships.
• Involved in the various customizations of Asset Management module for the hardware Request Process, Asset Decommission process

Confidential

Remedy Developer / Administrator

Responsibilities:

• Integrated Remedy ARS with HP Open View for tracking availability and performance.
• Involved in setting up Service Desk Application.
• Designed Flashboards to provide real time data.
• Configured Mid-Tier on Solaris & Upgraded to 5.1.2 from 5.0
• Maintenance of company’s custom built & customized applications and involved in the production support.
• Customized OOB HD module and designed custom built CM module based on user requirements.
• Created web views for forms and configured the mid-tier using the configuration tool.
• Worked on the performance of the application by removing the repetitive workflow and adding indexes on field which are used commonly.
• Implement SLA Module to track Internal OLA and Organizational SLA
• Created Development & Test environment to test and develop customization and synced this with Production environment.
• Extensive system testing on both the development and production servers and used Migrator to keep both servers in sync.
• Designed reports for Global Support Center by using SQL Loader
• Trained users about the usability and the various processes in the system