PROFESSIONAL SUMMARY:

• Certified Servicenow Professional with 9 years of as a ServiceNow Developer and Administrator with extensive experience on Technical implementation of various ServiceNow modules.
• Sound functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large - scale ServiceNow implementations.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customer/Client.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, and CMDB.
• Strong hands-on experience and intense knowledge of ITIL processes such as Change management, Incident management, Problem Management, SLA/OLA configuration, Service Request Management, Service Catalog maintenance, Performance Analytics, Project Portfolio Management, HR Case Management,
• ATF, Demand Management, Event Management, Application Dependency Mapping, Service Mappings.
• Experience in configuration of Import Sets, transform map and Data Sources
• Expertise in writing, debugging, and optimizing the performance of client scripts, catalog client scripts and UI Policies.
• Sound Knowledge in using Glide Scripting for creating UI Actions and business rules.
• Experience in the creation and modification of Workflows per new business requirements.
• Proficient in designing and developing Service Catalog using best practices in development.
• Followed best practices of ServiceNow in developing and customizing Business Rules, Scripting (Includes UI Policies, Catalog Client Scripts and Client Scripts), Scheduled jobs, Wizard panels and Wizard Clients scripts, Content items etc.
• Good experience in ServiceNow Implementation.
• Experience in writing custom JavaScript code to enhance functionality in ServiceNow to support new business requirements.
• Good knowledge of CMDB and Asset Management Services, Business Services and Configuration item relationships.
• Sr. Developer for Integration of federated CMDB through ServiceNow Mid-Server technologies, Incident Management, Problem Management, Knowledge Management and Change Management workflows and respective customizations.
• Hands on experience in web development using HTML, JavaScript and CSS and used for creation and customization of User Interfaces.
• Experience in generating various reports providing information on Changes scheduled, unauthorized changes implemented, Changes causing incidents etc.
• Worked on vas CMS pages and sites using Bootstrap and grid layouts and styling technologies in Helsinki and Istanbul Version
• Experience in working with Content Management System (CMS) and Self Service portal using AngularJs jQuery, Jelly Script and UI Macros.
• Experience in SaaS software configuration and development using Web Services and Simple Object Access Protocol, XML/RPC, and AJAX.

TECHNICAL SKILLS:

Databases: MySQL, MSSQL, Oracle11g/12C

Programming Languages: C, C++, JAVA,ASP.Net(C#),JEE

Scripting Languages: Java Script, HTML, jQuery, XML, CSS, Ajax

Web/Application Servers: IIS, Apache, Tomcat, Web Logic 10

Operating Systems: Windows 7/8/10/XP

Software Methodologies: Agile, waterfall, scrum, SDLC

WORK EXPERIENCE:

Confidential, Charlotte, NC

ServiceNow Developer/Admin

Roles and Responsibilities:

• Experience on implementing end-to-end Service Catalog, Incident Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Good knowledge on IT Infrastructure Library (ITIL) standards which are helpful in development and customization of IT service management applications.
• Developed solutions using JavaScript, Web Services and SOAP to integrate ServiceNow with internal/ external systems.
• Experience in ServiceNow development and Implementation.
• Identify and define the business Configuration & Asset Management requirements with the customer in a collaborative manner as an input to developing the Configuration Management System (CMS).
• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Involved design and configuration of Service Catalog and perform day to day administration of the ServiceNow tool to maintain business services in ServiceNow tool.
• Developed UIAppearance for Service Catalog Requests. Create, monitor, modify, and publish service catalog workflows with approvals.
• Design and implement business solutions on the ServiceNow ITSM platform.
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Experience on portfolio workbench, Budget forecasting of the portfolio, Tracking of the portfolio and portfolio manger dashboard.
• Build reports, gauges, and home pages, and Create and use update sets to move customizations between systems.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases, SCCM.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.
• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.

Confidential, Seattle, WA

ServiceNow Developer

Responsibilities:

• The project involved design and configuration of SLA and OLAs in ServiceNow tool for both Internal and External service providers.
• Developed the CMS pages and linking the pages in Service Portal using Angular JS.
• Configured the different ACL’s for CMS pages and content block.
• Involved in introducing AngularJS Plugin into ServiceNow and widely used it in creating front-end view of Portal.
• Involved in working with CMS, Angular JS.
• Set up Service Level Agreements (SLAs) as per customer requirements and configured SLA workflows
• Upgraded service Portal from Helsinki to Istanbul Version.
• Extensively involved in development of moderately complex ServiceNow applications and reports.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Configured Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Developed different templates for change, incident modules on Helsinki Version.
• Implemented workflows for Automatic approvals in change Management and Service Catalogs.
• Hardcoded 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.
• CMDB data import using transforms maps and enabled discovery for Agent and Agentless discovery
• Sr. Developer for Service Catalog, rating systems, Service Requests configurations, AD Integration using SAML, Integration of federated CMDB through ServiceNow Mid-Server technologies, Incident Management, Problem Management, Knowledge Management and Change Management workflows and respective customizations
• Was responsible for gathering requirements and customizing Business Service Catalogs.
• Provided the design solution, technical methodologies and processes solution to meet the customer requirements.
• Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Implemented Discovery, Orchestration, CMDB and Asset Management for various customers.
• Customized the workflows in HR Case management and configured the HR case plugin from scratch for new implementations.
• Responsible for on-going enhancement and maintenance of the ServiceNow platform.
• Implemented different workflows for automatic approvals.
• Involved in working with process owners to develop workflow, implemented the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Configured and developed the tasks related to Discovery enablement to discover and Import Configuration items into CMDB in Helsinki Version.
• Responsible for maintaining and growing data held within ServiceNow such as our users, service catalog items.
• Worked with Orchestration which enables an IT organization to automate the complex tasks on remote computers and quickly, with best practices every time.
• Used ServiceWatch for discovering and mapping the relationships between IT components that comprise specific business services, even in dynamic virtualized environments.
• Worked on Software Asset Management specific to Software Counters and License Calculation logic, As well as Hardware Asset management set up with Inventory and Model ID normalization and wrote Remediation rules to avoid lot of potential issues with data.
• Oversee development efforts of Application Lifecycle Management system which is built on top PaaS

Confidential, Norwalk, CT

Service Now Developer/Admin

Responsibilities:

• Worked with business owners and stakeholders to translate business requirements into functional requirements within service now and proposing resolution.
• Analyzed and fully understood user requirements and current procedures in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the Service Now roadmap.
• Involved in providing the design solution, processes solution and technical methodologies to meet customer requirements.
• Created Knowledge Articles, Mentored and trained business users & Helpdesk users on ServiceNow platform.
• Worked on Service Now modules like Incident Management, Change Management, Service Catalog, Reporting and few other custom applications.
• Worked on PPM reports and dashboards as per business requirements.
• Coordinated Service Now environment/form back-end customizations. Notified clients and updated Documentation.
• Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services and Email integrations.
• Designed many catalog items out of which few catalog items involve integration using SOAP Web services, Restful API.
• Worked on integration technologies such as SOAP, SCCM, HTTP, Web services, SSO, LDAP and MID Server.
• Implemented end-to-end Service Catalog, Incident Management, Configuration Management (CMDB) &Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code.
• Responsible for monitoring the ITIL Service delivery via process mapping audits and designed the procedure. Used auto-discovery process to discover business services to manage service health and their dependencies, resolved issues with auto-discovery process.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Provided support for service now by troubleshooting functional issues, implementing bug fixes and performing root cause analysis.
• ConstructedData Sources from several external applications, scripts to resolve approaching information and changes into Service now.
• Did Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same withinthe SLA duration.
• Prepared Deployment checklist and Test case document preparation for each deployment.
• Providing support during the UAT process and postproduction deployment.

Confidential, South Lake, TX

ServiceNow Developer

Responsibilities:

• Developed the Service Catalogs, Discovery CMDB, Incident module customizations and enhancements.
• Use to work with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Experience on data upload and configuration in CMDB and other ITSM modules.
• Development and Implementation of Service Watch for Automation of IT operations Management (ITOM).
• Was responsible for Facilitating rollout of new applications and modules.
• Worked on CMDB and Asset management. Performed Data migration to import data from other Applications and external databases.
• Designed and implemented new functionality using Business Rules, UI Policies, and Access sreports.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management in Geneva version.
• Worked on Project Portfolio Management and demand management.
• Involved in creating scorecards from Service Now CMDB.
• Worked on Content Management System for different vendors using ServiceNow instance
• Worked on the Domain Separation to achieve different requirements.
• Worked on Report, dashboard designing, Performance Analytics.
• Developed content pages by using the reference of ESS portal.
• Customized and created workflows for change management, Configuration Management, knowledge management and for service catalog items.
• Worked with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML
• Worked on Upgrade from Geneva to Helsinki version

Confidential, Detroit, MI

ServiceNow Developer

Responsibilities:

• Developed new Service catalog items and fix bugs in incident, problem and change management.
• Mentored offshore developers and getting themaligned with the process.
• Responsible for setting up the Change Management along with advanced customizations for Risk Assessment Calculator.
• Resurrected the existing ITSM process.
• Created Client Scripts, Business Rules, Script Includes UI Policies, UI Actions, Workflows and Email Notifications.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Maintained technical documentation for CMS Opentext applications as per SDLC standards and procedures.
• Involved in creating and updating Access Control List (ACL) rules.
• Responsible for preparing design level, program-level and user-level documentation.
• Proposed and Implemented ITSM best practices in company’s environment.
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Built forms in Service Catalog Module. Created standard re-usable workflows.
• Adjusted ServiceNow import sets and transforms maps accordingly to ensure data entering ServiceNow tables matched the company outlined requirements.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.
• Responsible for analyzing, designing and developing business applications which involved customization.
• Workflow administration, data imports, custom scripting using JavaScript.