SUMMARY:

• A Certified ServiceNow, competent professional with around 8+ years of IT experience including 5+ years of extensive experience in Service - Now working with different modules such as Incident Management, Service Catalog, Problem Management, Change Management, Project Management, CMDB, Service Portal and Custom Application Development.
• Wide range of implementation experience with many global clients in the Service Now suite development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.
• Supporting Power Shell Scripting in workflows.
• Working experience of various phases of Software Development Life Cycle (SDLC) such as Design, Code Construction and Testing Methodologies and good working knowledge on Software Development Methodologies like RUP, Agile Scrum, Waterfall and V-model.
• Web development experience with HTML, JavaScript and CSS, working with different aspects of Web Services likes WSDL
• Good experience in application development using Java/J2EE, JSP, Struts and spring.
• Experience in Service Portal, Content Management System (CMS) on widgets, Sites and Layouts using UI Macros, Navigation Menus, UI Pages, UI Scripts and Jelly Scripting.
• Hands on experience on various IT Services of Service-Now tools like SLM, SCRUM, Configuration Management Database, Asset Management, Content Management, Incident and Problem Management, Knowledge Management, Service-Now Administration, Reporting, Integration with Web Services.
• Immense knowledge about the concepts like LDAP, MID Servers, Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.
• Familiar with the concepts of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Administration and Production support in ServiceNow environments.
• Implementation experience and functional knowledge of ITSM and ITIL frameworks.
• Experience with rational databases such as MS SQL, Oracle.
• Knowledge and experience to deliver end-to-end methodologies within ServiceNow, 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.
• Possess strong interpersonal and excellent communication skills, ability to work independently as well as in a team, easily adaptable to changing environments.
• Experience in Service Management tools such as BMC Remedy, HP SM, and BMC Remedy on Demand.
• Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote desktops and developing code for the mid-tier servers.
• Experience working in Software as a Service (SaaS) environment.
• Working experience on Glide Ajax, Glide Record.
• An extensive hand on various scripting API's present in ServiceNow platform.
• Experience with ServiceNow - versions (Calgary, Aspen, Berlin, Dublin, Eureka, Istanbul, Helsinki and Fuji).
• Good experience in application development using Java/J2EE, Microsoft .NET
• Experience various implementations of SDLC- AGILE (Scrum based) and Waterfall models
• Strong communication skills, with the ability to convey concepts/requirements between technical and non- technical stakeholders.

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow ITOM Consultant/Developer

• Translate business requirements into technical architecture of the proposed solution taking advantage of out of box functionality minimizing required customization
• Designed CI orchestration activity layouts to automate CI processes across the ITSM spectrum from monitoring tools such as Solar winds to be able to create alerts and incidents into JIRA.
• Worked on Project Portfolio Management PPM module to view all the related projects and application Confidential the same time and track their progress by Gantt charts. Also worked on demands in the PPM module.
• Performed the task of using Discovery to load configuration information to CMDB.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Configured ServiceNow discovery and orchestration
• Performs integrations and process automation using ServiceNow Orchestration.
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Worked on Orchestration to automate the top and frequently used service requests.
• Integrated service watch with monitoring solutions.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Experienced in Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.
• Worked on Discovery and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Installed and configured collectors, configured credentials and built service watch dashboards in Service watch.
• Worked on Business Service mapping and wrote scripts in the sensors to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.
• Identify and document functional needs, technical requirements, specifications, project scope, project plans, and test plans for assigned projects.
• Performed a role of developer and implementer ServiceNow ITIL tool in project.
• Worked on Content Management System (CMS) and Self Service portal using Jelly Script and UI Macros.
• Assists in enforcement of development deadlines and schedules.
• Communicate project Status/Risks/Issues effectively with the team.
• Estimate Cost, Resource, and Time estimates for projects and enhancements.
• Contributes appropriately to conversations.
• Managed Employee Self-Service portal (ESS).
• Follows through with commitments and fosters mutual trust with fellow employees.
• Perform day-to-day administration of ServiceNow application, including making approved changes to process and work flows, building reports, managing data, personalizing lists, content management and technical support.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Performed Architecture\Design, Software Development and System Administration for the company SaaS ITSM System called “Service First” on the ServiceNow PaaS Software Development Platform.
• Responsible for research, planning, coordination and implementation of application solutions from conceptual design requirements.
• Worked on Discovery to update computer related information on regular basis.
• Work with Business users to identify and refine Business requirements and workflows.
• Install, configure, modify, maintain, and/or administer applications, networks, databases, and other systems for ServiceNow and other assigned applications, or coordinate the resources needed to execute these tasks.
• Enable the Okta SSO integration to provide single sign-on-access.
• Worked with Application Owners to restructure CMDB based on Company's Architecture.
• Coordinate with database and system administrator to ensure adequate backup and plan for business resumption for applications.
• Played part on end user self-service portal management.
• Designing and developing the Self Service Portal.
• Implemented ServiceNow Orchestration/Run book Automation in ServiceFirst to automate changes to Enterprise Servers, Active Directory and Outlook Exchange.
• Completed the design and development of a number of Custom Applications in ServiceFirst including Real Estate Disclosures (RED) and Complaint Management System (CMS).
• Design and maintain Service Portal for user access to Knowledge Base and Service Catalog.
• Configured and maintained ServiceFirst Configuration Item Discovery, Service Mapping Discovery and the ServiceFirst Configuration Management Database.
• Acquire or prepare Technical documentation for supported applications and systems.
• Played part on end user self-service portal management.
• Design and maintain Service Portal for user access to Knowledge Base and Service Catalog.

Confidential,SOMERSET, NJ

ServiceNow Developer/Lead

• Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident and Change. Involved in working and developing of ServiceNow plugins and customizations.
• Worked on Glide Ajax and Glide Records for scripting and UI actions.
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
• Worked on GRC application (Governance, risk and compliance).
• Created and Tracked support cases with ServiceNow. Created a lot of client's scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery and Prototype.
• Worked across IT and other Operations Divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements.
• Contributed to the architecture and technical aspects of the ServiceNow implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.
• Involved in configuring and maintaining BMC Remedy Foundation Data.
• Performed integrations and process automation using ServiceNow Orchestration.
• Working knowledge on Single Sign on (SSO) and event based integrations.
• Hands-on experience in writing jelly script to create web pages from a high-level page description using templates from the existing library.
• Collaborate with the GRC team on the development of the GRC solution.
• Implementing, configuring, onboarding, and administrating GRC plugins.
• Created Business Rule, UI Action by using Glide Script.
• Worked on LDAP integration to update the users and groups.
• Thorough understanding of ITIL/ITSM processes.
• Experience in implementing, configuring, onboarding, and administrating GRC plugins.
• Performed system and integration testing with sample and live data.
• Orchestrated users access to Databases using Orchestration.
• Implemented Software Asset Management (SAM) Extensions plug-in 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.
• Developed automated service mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Design and implement business solutions on the ServiceNow ITSM platform.
• Communicated with external web services using SOAP Messages and REST.
• Supported ServiceNow integration using SOAP, REST web services, Import sets and transform maps, BR scripts.
• Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Creating, monitoring, modifying and publishing service catalog workflows with approvals.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Understanding of discovery results and logs, which also includes troubleshooting of them
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Implemented REST API web service as a third-party application for Integration.
• Implementation of Software and Change Management, Service Now Change Management, Incident Management.
• Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in Service Now.
• Configured IP Addresses to identify the undiscovered CI's and insert them into CMDB.
• Gathered requirements from stakeholders Confidential various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.
• Debugging the platform upgrade issues and recurring issues
• Created full documentation for ServiceNow applications.
• Created Update sets to move customizations between different systems.
• Maintained technical documentation for CMS Open text applications as per SDLC standards and procedures.

Confidential,BOSTON, MA

ServiceNow Developer/Admin

• Worked on Workflow administration, SNOW Reporting, Form/UI configurations, Notifications, data imports, custom scripting.
• Responsible for managing clone scheduling process & Asset management role request functionality.
• Maintained service level agreement (SLA) and monitoring SLA workflow. Set up the SLA for the incident, problem, change management processes as per the requirement. Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• API Identification and Resource Definition based on REST principles for various APIs
• Responsible for providing architectural guidance to external business team in Apigee API management.
• Responsible for creating and designing APIs using Apigee Edge.
• Worked on Performance Analytics.
• Worked on building KPI reports and dashboards in ServiceNow Performance Analytics tool for various business groups.
• Configured Performance Analytics for IM, SLM and additional ad hoc reporting requirements
• Created of outbound/inbound SOAP and REST messages and invoking the script in scheduled loads.
• Involved in LDAP Integration with ServiceNow for obtaining users and groups.
• Implemented CMDB Bi-directional Web Services Integration.
• Using Integration Confidential user interface level which allows embedding of ServiceNow chats and reports.
• Worked on LDAP and Single-Sign-On integration.
• Using integration with LDAP to create user accounts by importing from Active Directory.
• Use SCRUM methodology for the development and for defect tracking.
• Worked on Service Catalog and Request Workflow Design and Configuration.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes. Coordinated with Offshore team and monitored the work on daily basis.
• Created and maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Deployed ServiceNow MID servers and developed PowerShell scripts to build ServiceNow Orchestration activities.
• Wrote Classifiers and Identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Configured ServiceNow discovery and orchestration.
• Created events, event based scheduled notifications for log entries. Integrated with HEAT using Inbound Email Actions and Outbound Email Notifications.
• Worked with Orchestration to automate New Hire process to create AD account, Email Account and other application access.
• Used Glide AJAX and Asynchronous calls in script includes for standard practices. Extensive experience on implementing the AJAX features using JavaScript, Jelly, and jQuery.
• Created customized UI Actions for user processes and makes them available on forms for restricted users.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Configured multiple forms for Asset module using Configuration Management Database.
• Integrated ServiceNow with external SOAP based Web Services.
• Managed users, groups and roles in ServiceNow. Performed migration activities using Update Sets.
• Defined SLA, OLA and Contract for the customer.
• Defining the process for each service request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Involved in various ServiceNow customizations as per client's requirement.
• Involved in migration between various ServiceNow instances using Update Sets
• Worked to develop new service catalog items and fix bugs in incident, problem and change management.
• Worked on ServiceNow scripts by using JavaScript also used Angular JS for creating UI Scripts.
• Performs core configuration tasks including System policies, Business rules and Client scripts.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, CMDB.
• Gathered business and system requirements for development of the application.
• Conducted Requirement Gathering Sessions, Joint Application Development sessions and Joint Application Requirement sessions.
• Check the change management document and verify the changes.
• Assist in Release Management during product and patch releases.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Delivered Data flow diagrams, Database normalization theory techniques.
• Implemented ERM's talent management agenda.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.

Confidential,MIDDLETOWN, NJ

ServiceNow Developer/Lead

• 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 customizations, and performed quality assurance testing and user acceptance testing.
• Implemented Incident, Problem, Change management and Service Catalog in Phase-1.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Configured workflows for requests, approval automation, alerts, and notifications.
• Worked on Incidents and Stories that require enhancement and maintained SLAs.
• Experience with Transform maps and different transform scripts for data load and management.
• 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 and to customize the instance as per Business needs.
• Managed Employee Self-Service portal (ESS).
• Analyzed and reported on Foundational Data Quality Analysis for existing data records populated for Cost Centers from source MDRs for Cost Center table in ServiceNow.
• Successfully Implemented Release Management Application from Greenfield to Production in ServiceNow.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• 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
• 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
• Designed Workflows, along with standard Workflow templates which can be reused.
• Designed and delivered technical methodologies around the Service Now platform.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Created applications using Service Catalog and performed import using Import Sets.
• Different reports were developed as per the client's requirements and usage
• Performed Data migration to import data from other applications and external databases.
• Gathered requirement from stakeholders for attributes needed to develop Service Catalog items.
• Wrote Classifiers and Identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Configure Service-Now tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Defined users, groups and roles and providing accessing permissions in ServiceNow. Participated in validating Form and Table level using UI Policies in ServiceNow.

Confidential, NYC, NY

Java Developer

• Involved in the review and analysis of the Functional Specifications, and Requirements Clarification Defects etc.
• Created user-friendly GUI interface and Web pages using HTML and CSS and JSP.
• Developed web components using MVC pattern under Struts framework.
• Used Web Services-WSDL and SOAP for getting credit card information from third party and used SAX and DOM XML parsers for data retrieval.
• Wrote JSPs, Servlets and deployed them on WebLogic Application server.
• Used JSP's HTML on front end, Servlets as Front Controllers and JavaScript for client-side validations.
• Wrote the Hibernate-mapping XML files to define java classes-database tables mapping.
• Developed the UI using JSP, HTML, CSS, AJAX and learned how to implement JQUERY, JSP and client & server validations using JavaScript.
• Used Java Messaging Services (JMS) for reliable and asynchronous exchange of valuable information such as payment status report.
• Developed JUnit test cases for all the developed modules.
• Used CVS for version control across common source code used by developers.
• Used XML Web Services using SOAP to transfer the amount to transfer application that is remote and global to different financial institutions.
• Developed Data Access Object (DAO) persistence layer using Hibernate.
• Supported the development of database schema and creation of database tables in DB2.
• Extensively used Eclipse for writing code.
• Used ANT scripts to build the application and deployed on BEA WebLogic application server 9.0.
• Involved in Unit Testing of the components using JUnit.
• Implemented MVC architecture by using Spring to send and receive the data from front-end to business layer.
• Designed, developed and maintained the data layer using JDBC and performed configuration of Java Application Framework.
• Responsible for analyzing, design and develop the solutions in Enhancements and Bug Fixing in the Project.