PROFESSIONAL SUMMARY:

• Over 8+years of experience in IT with over 4+ years of good experience on ServiceNow Development, Maintenance and Administration
• Experience in Service Management and Service Delivery Process. (ITIL Frame Work)
• Extensive experience on technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Asset management, Service Discovery, ServiceNow Orchestration.
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow
• Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users
• Generated Java Scripts to create Business Rules, Client Scripts, UI Policies and UI Actions
• Experienced in complex transform scripts in transforming the data into the SNOW database
• Configured LDAP Server, for pulling user and group data from Active Directory
• Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script
• Extensively worked on Business Objects Administration, uploaded the reports and created users provided assistance to clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis
• Good experience on JIRA
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients
• Leveraging knowledge and experience to deliver end - to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators
• Excellent work ethics, self-motivated, quick learner and team oriented.
• Hands on experience in developing CMS in Service Now
• Developing different reports like bar charts, pie charts, list reports and scheduling reports
• Creating catalog items and creating record producers in service catalog
• Experience in PPM module and created different project portfolios in ServiceNow
• Good experience in Agile

TECHNICAL SKILLS:

ITSM Tools: ITSM Suite, Service-Now

Languages: C, C++, Java, HTML, XML, JavaScript, SQL,PL/SQL

Java: Collections, Multithreading, Exception Handling

Reporting Tool: Tableau

Databases: Oracle 10g, SQL Server 2005

PROFESSIONAL EXPERIENCE:

Confidential, Denver, CO

ServiceNow Implementation

Responsibilities:

• Gathering requirements from the client and analyzing them .
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Building ServiceNow from scratch and developing forms as per clients need
• Creating catalog items and creating record producers in service catalog
• Working on different modules like incident,problem,change
• Working experience on ServiceNow discovery module
• Loading CI’s into ServiceNow using discovery
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM
• Experience in creating UI policies,UI actions and Client scripts
• Integrating LDAP and done different integration
• Experience in ServiceNow Orchestration
• Imported different data into servicenow
• Worked on huge Workflow design for on boarding and off boarding of a partner/ employee/Contractor based on the requirements provided by the teams
• Installed MID Servers on remote desktop and conducted tests required for Discovery
• Working on the tasks assigned in JIRA for each sprint
• Performed ServiceNow admin activities, which involves group and user administration

Confidential, Bothell, WA

Sr. ServiceNow Developer/Admin

Responsibilities:

• Developed custom probes and sensors to populate CMDB with pertinent asset data via JavaScript, Perl and PowerShell
• Access Control List (ACL) on an SNMP device can prevent Discovery from identifying the device
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog)
• Working as a Developer to in corporate the requirements in the ServiceNow tool in an optimal way
• Working on the Systems Requirement Specification (SRS) including problem analysis and system definition models
• Knowledge on HTML5, JavaScript and CSS3
• Defined the functional needs for our ITSM system, ServiceNow and designed the specific implementation.
• 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.
• Worked on web services like SOAP/REST
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization
• Working on the release and problem management from requirements gathering through testing
• Worked on the things relating to ServiceNow: Discovery, Automation, CMDB population, Security & Roles
• Working on the functionality of Inventory Management plugin into Asset Management
• Working on evaluation, selection, and configuration/developed, and deployed ServiceNow as our ITSM Toolset.
• Working on classifying, identifying, and updating all the devices in an IP range, including the SNMP devices protected by an ACL
• Worked on ServiceNow scripts by using JavaScript including client scripts and mail scripts
• Worked on customizing user interface including forms, lists and created record producers for incident and change management
• Customized and created workflows for change management, knowledge management and for service catalog items
• Monitored and performed ServiceNow admin activities, which involves group, user administration.
• Worked on automated workflow, created training documents, trained personnel, updated processes and procedures
• Successfully managed and developed large-scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes
• Managing ServiceNow (Change Management) to automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in change and release to production touch points, incident and problem management processes
• Involved in operation, requirements identification and documentation, preliminary and detailed system definition, system design reviews
• Integrated SCCM in ServiceNow
• Involved in MID Servers for granted access to the SNMP devices by the ACL
• Implementing ServiceNow Discovery and CMDB and integrating it with Change management
• Budget management for all ITSM, Service desk and QA departments

Environment: ServiceNow Fuji/Eureka/Dublin, Windows, XML, Oracle 11g, UNIX

Confidential, Phoenix, AZ

ServiceNow Admin/ Developer

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM
• Working on Report, dashboard designing
• Defined SLA, OLA and Contract for the customer
• Configured SLA workflow for the advance SLA configuration
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now
• Trained all the users of the reports on using Info View and exporting reports to various formats
• Designed, developed, and maintained the report portal that provides user access to scheduled reports and report parameters.
• Provided user training, guidance and instructions for information retrieval from Oracle databases
• Involved in testing reports for correct mapping of the objects and data
• Worked in production support for all the Service-Now and report related issues
• Implemented Social IT and Chat Application for the end user support

Environment: ServiceNow Dublin, Oracle 10g, SQL Server 2005, UNIX

Confidential, Pleasanton, CA

ServiceNow Developer

Responsibilities:

• Worked as a developer for an End-To-End development for a re-factoring project, resolved many issues and worked on CMDB Management to resolve issues that were a major defect in Confidential
• On requirement provided solutions to the Asset Management team in re-building the workflow for in and out of an asset
• Implemented Domain separation for the better use of MSP and outsourcing the projects onsite
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps
• Worked on huge Workflow design for on boarding and off-boarding of a partner/ employee/Contractor based on the requirements provided by the teams
• Installed MID Servers on remote desktop and conducted tests required for Discovery
• Worked on Discovery in order to re-locate the devices that were irregularly managed and found a solution in resolving the issues with using the discovery tool for a better use
• Worked on the latest release EUREKA which is the advanced release and discovered ServiceNow upgrades
• Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Interface extensively with all areas of the organization including Operations and Development.
• Created schedules, reports and monitor performance of ServiceNow
• Documented all implementations and best practices defined within team.
• As a part of support activity, resolve incidents by provided with proper root cause investigation.
• Perform day-to-day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Performs core configuration tasks including system policies, business rules and client scripts
• Managed users, groups and roles
• Managed data with Tables, the CMDB, Import Sets, and Update Sets
• Creates Workflow activities and approvals and Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Performed migration activities (Dev to QA, QA to Prod)
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
• Developed and improved user systems procedures, and prepared systems documentation

Confidential, NY, NY

TSM Backup Admin

Responsibilities:

• Installation and Implementation of TSM on Windows and Linux
• Registering Client Nodes to proper Domain and Associating to Schedules.
• Configuration of DISK, TAPE Storage Pools
• Planning and Configuration of DATABASE and RECOVERY Logs, Storage Pools, Trouble Shooting
• Configuring POLICY DOMAINS, POLICYSETS, MANAGEMENT CLASSES, COPYGROUPS.
• Maintain Retention Policies depending on the client configurations and requests.
• Define and Check Client Schedules, Admin Schedules (check the Missed/Failed and Trigger Manual Backup), Checking DB Backup and Storage Pools Backup
• Configuring and Managing the Library for availability of Scratch Volumes, Labeling, Check-in, Checkouts, Drives availability, and setting Paths.
• Define and Check TSM operations like Collocation, Migration, Reclamation and Expiration.

Environment: TSM 5.5, 5.4, BA-CLIENTS, LIBRARY Confidential 3584

Confidential

TSM admin

Responsibilities:

• Performed Installation/up gradation/Administration of TSM Server/Client on All UNIX flavors, Windows Servers
• Day to day server management which includes Disk Management, User Management, software installations, job scheduling, Backup and restorations, shell scripts, monitoring and finally sending various reports to senior management .
• TSM Server Management, Client Management Registration, Installation/configuring client parameters, associating to schedules and scheduler service configuring, Tape Management check-in check-out, Audit volume, restore volume, Scratch Maintenance, Library Management Drive status, cleaning and power cycling, Gripper issues, Audit Library and Health Check of all TSM SERVERS, checking all reports of TSM SERVERS.
• Configuring and administration of TSM SERVERS, configuring Policy Management, based on the Client requirements.
• Troubleshooting Recovery LOG, DB, and Storage pool issues.
• Install & Configuring B/A Client, Storage Agent, TDP SQL, TDP Exchange and if any failures in TDP Online backup, investigating and triggering manual backup.

Confidential

TSM Backup Admin

Responsibilities:

• Checking Client and Admin Schedules and if any failures triggering manual backup like, TSM server processes expiration, DBBACKUP, Migration, Reclamation
• Resolving the issues based on the priority and within the SLA.
• Performance Tuning of TSM SERVER and Client
• Defining scripts using SQL Statements for daily reports and working on as per Priority
• Installation of Tivoli Storage Manager Server 5.2.4 and 5.3 on Windows 2000 Server and AIX
• Working knowledge on Tivoli Data Protection for Database (SQL) and Mail (Lotus Domino 6.0)
• Designing complete backup and restore strategy
• Formatting and Configuration of Database and Recovery log volumes
• Define and Configure the Policy domain, Policy Set, Management class, Backup copy group, Archive Copy group with the required policy parameters.
• Configuring TSM Daily, operations like expiration, migration, reclamation, collocation etc.
• Define and configure the client schedules and administrative schedules and checking the status on daily basis.