SUMMARY:

• 8+ years of experience in IT with over good experience on ServiceNow Development, Maintenance and administration.
• Hands - on experience in implementation of various IT processes on ServiceNow such as Incident and Problem Management, Change Management, HR Catalog, Service Catalog, PPM and other ServiceNow modules.
• Excellent experience with Orchestration, Discovery and Customer Service Management
• Leveraging 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.
• Great IT Service Management (ITSM) experience in Service Catalog, Requirement Fulfillment, Self Service Portal, Incident Management, Change Management, Problem Management, Learning Management on ServiceNow platform.
• Provides superior customer service to all customers, both internal and external.
• Develop KPIs and provide ITSM performance metrics reports using ServiceNow Performance Analytics Module.
• Experience gathering and documentation of requirements, acceptance criteria and other artifacts using the SDLC application in ServiceNow.
• Knowledgeable in configuring, administering ServiceNow application and building customized application not involving scripting.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Experience creating/running, publishing/sharing report for different modules on ServiceNow using established KPIs.
• Engaged in ServiceNow requirements (Technology Services, On-boarding services etc.) for application development, design and deployment.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• 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.
• Expert in writing detail system use cases, developing business test cases, and working with QA teams during testing phase thereby facilitating acceptance testing with stakeholders and business users.
• Streamlining record producers to reduce drill down & improve visibility for reporting business services issues.
• Work in an agile-scrum environment where documentation, attention to detail, and team collaboration is required. Significant project management experience and high attention to detail.
• Integration of ServiceNow and Jira, Appworx, AirWatch etc.

TECHNICAL SKILLS:

ITSM Tools:: Service-Now, ITSM Suite, HP Service Manager, HP Asset Manager, BMC Remedy, CSM.

Programming Languages: Java, C, C#, HTML, XML, Angular.js, JavaScript, SQL

J2EE: JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS, JSON

Scripting Libraries: JQuery, Java Script, Apache Jelly, Angular, Knockout

Databases: SQL Server 2012, Oracle 11g

Web Technologies: HTML 5, CSS, ASP.NET, Web Services, WCF, MVC, REST Web API

Application Servers: IIS 6, Apache Tomcat, Web logic

PROFESSIONAL EXPERIENCE:

Sr. ServiceNow Consultant

Confidential, Sunnyvale CA

Responsibilities:

• Created, developed, and administered two complexes custom ServiceNow applications, using application studio and Helsinki - Service Portal.
• Created SQL calls to archive/purge data based on user input and specific business rules. ITSM ServiceNow rollout.
• Troubleshoot, maintain and resolve difficult ServiceNow issues and enhancements with configuration and/or JavaScript updates, which includes Workflow creation, mail scripts and notifications.
• Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event
• Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
• Uses scripting tools and ServiceNow functionality, create script to automate routine tasks being done in ServiceNow.
• Drive automating of tasks for common customer issues with the self-service catalog and provide additional self-service options with integrated Knowledge Management and Communities.
• Create business requirements, technical specifications documents, create use case documents, create test case and manage project work cycles as a member of the ServiceNow development team.
• Acted as Sr. ServiceNow Consultant on projects for development and implementation of process for the software ServiceNow.
• Developed solutions using JavaScript, PowerShell, XML, Angular JS, Web Services and other web technologies to integrate ServiceNow with Internal / External system tools.
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.). Manages users, groups and roles. Worked on UI pages using Angular JS.
• Worked on ServiceNow scripts by using JavaScript also used Angular JS for creating UI Scripts.
• Works directly with Management to align ServiceNow with IT organization strategy and adherence to ITIL Foundation requirements.
• Liaised with business units and interfaced with stakeholders to prioritize requirements based on business needs in ServiceNow modules.
• Provide guidance and advice to project team on ITIL conformance and best practices for ServiceNow projects.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Implemented Customer Service management and FSM modules.
• Configured Service Portal for Customer Service management process.
• Worked on Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Coordinate relationships business & technical teams to detail user stories (requirements) to be approved for sprint & Release plans through ServiceNow SDLC.
• Performed Update set migration and Test data setup as requested for any environment - System Test, Development, Integration, UAT, for a given scenario.
• Managed ITIL Processes monitoring, overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Configuring HR Service Management, Project Portfolio Management (PPM), Incident and Knowledge Management, and Web Services Integration.
• Worked on PPM project management and demand management.
• Ensured development opportunities on ServiceNow platform are identified to meet evolving business needs and align with key business strategies.
• Partnered with stakeholders to drive faster adoption, greater utilization and higher proficiency of ServiceNow system.
• Translating user requirements into technical specifications, and business use cases.
• Providing support during the UAT process and postproduction deployment.
• Build/ create business application configuration items in ServiceNow.
• Created ServiceNow update sets to promote and test on multiple ServiceNow instances.
• Researches and Deploys new releases and/or enhancements into the ServiceNow live environment.
• Maintain ITSM ServiceNow applications such as Incident, Problem, Change, Request and Demand.
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event
• Management, Service Watch/Service Mapping.
• Follow a customized version of the ITIL processes as it pertains to company culture.
• Configuration/Customization of the ServiceNow system including workflows.
• Load, manipulate and maintain data between ServiceNow and other systems.
• Performed QA testing & UAT of user stories from approved Sprint for scheduled deployment.

Technical Environment: ServiceNow, ITIL, HP PPM, Jelly Scripting, JavaScript, Web Services, XML, JQuery, JSON.

ServiceNow Consultant

Confidential, San FRANCISCO, CA

Responsibilities:

• Created key artifacts to accurately capture problem statements & support technical teams, including but not limited to use cases, user stories, user acceptance criteria, functional & configuration specifications & technical diagrams in ServiceNow.
• Worked on configuring Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, CMDB and SNOW Reporting using ITIL process.
• Perform requirements gathering, write and manage highly complex requirements for large application development projects on ServiceNow.
• Review ServiceNow version releases and then lead the upgrade project with regression and user acceptance testing.
• Implemented ServiceNow ITOM products, including Discovery, Service Mapping and Active
• Directory Password Reset (Orchestration) Applications.
• Build service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
• Conducted the full SDLC lifecycle to implement ServiceNow Software and Hardware Asset Management and integrated it with an external discovery tool.
• Re-mediate issues on applications and make sure updates are done in ServiceNow.
• Troubleshoot and perform corrective action on the IT Service Management software HP Service Manager and ServiceNow.
• Monitoring the migration of BMC Remedy with ServiceNow and developing ITSM/ITIL processes, roles, business procedures to support (ITSM) best practices.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB, User Administration, SNOW Reporting and Discovery in ServiceNow.
• Manage configuration/customization of ServiceNow such as Single-Sign-On, Dashboard, workflow administration, SLA management, Report setup, data imports, Knowledge management tool training as per the need of the business.
• Developed solutions in the service-now platform that are suitable and ITIL compliant, identify and define business solutions for ITIL users.
• Used ITIL practices to implement ServiceNow applications in phase by phase approach, created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow.
• Perform periodic review of Email notification & templates for Problem, Incident, and Service Catalog etc.
• Participate in testing, issue resolution, support the implementation check-out process and facilitate the development of all procedural documentation and manuals.
• Created business requirements, create use case documents, create SBAR documents, create test case and manage project work cycles as a member of the core implementation team.
• Strong experience in customizing the form design and form layout for various on the ITIL Process.
• Prepare mapping document for integration between Jira /Confluence and ServiceNow.
• Wrote User Acceptance Test Cases for SAP implementations.
• Reviewed existing IT processes in ServiceNow to identify areas of improvements & enhancements.
• Implement and configure new ITSM platform ServiceNow.
• Involved in GUI Testing, Functional Testing, System Testing, SIT, UAT and Regression Testing.
• Create and update training documentation and provide user training on ITSM tool.

Technical Environment: ServiceNow, ITIL, Jelly Scripting, JavaScript, Web Services, XML, JQuery, JSON.

ServiceNow Developer

Confidential

Responsibilities:

• Implemented the configuration of various modules like Incident / Change / Release / Problem / Asset /Configuration Management Modules.
• Gathered ample information while working with networking team, operating systems team in developing a project.
• Reviewed, recommended and developed technical solutions on the ServiceNow platform.
• Strong fundamentals ITIL/ITSM V3 processes.
• Worked a few projects with Mid Server, Web Services, Email and other relevant technologies to integrate tools with Service Now.
• Created many standard workflows which are being re­used and propagated and handled many custom events.
• Implemented Project and Portfolio management (PPM) coupled with Timecards and Financial management.
• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rule.
• Created many scripts which include Business rules and client scripts.
• Good knowledge on Single Sign on and event based integrations.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Design, configure, execute, and manage Enterprise PPM tool for demand management
• Created various high level customized Client Scripts and UI Policies.
• Create generalized framework for repeating problems and incidents.
• Design and Implementation of service requests through service catalogue in ServiceNow.
• Analyze problems, create new solutions and new techniques, Developed many SLA and tables.
• Involved in Managing and configuring BMC Remedy.
• Follow up with clients and customers on process requests, special requirements etc.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.
• Using various external Web services developed a BMC Remedy.
• Defining the process for each service request.
• Built forms from scratch along with advances customizations at the level of UI Macros/UI page as per the complex requirements.
• Discussing the business requirements with clients and documenting them into process requests.
• Check the change management document and verify the changes.
• Assist in Release Management during product and patch releases.
• Provide training sessions on ticketing tools, reporting and data entry.

Environment: Incident Management, Problem Management, CMDB, Client Scripts, Business Rules, UI Policies, Workflows, Access Control, Discovery, LDAP.

Java Developer

Confidential

Responsibilities:

• Involved in requirements gathering, analysis, design and testing of the complete system.
• Implemented the presentation layer using JSP, HTML and CSS.
• Configured Tomcat Apache for deployment.
• Designed and created various tables required for the project in MySQL database.
• Developed the application using Eclipse.
• Part of the team which was responsible for designing and developing the application in n-tier fashion as per struts based MVC architecture standards
• Designed and developed the Web-based User Interface on Jakarta Struts Framework using Java, Beans, Servlets, JSP and JavaScript.
• Extensively used JavaScript for client side validations.
• Responsible for developing the Registration modules of the wholesale application
• Utilize various Java Design patterns to develop Business modules based on the required functionality
• Responsible for developing the application level flow by utilizing Java, JSP and Struts
• Developed the business components (in core Java) used for the calculation module (calculating various entitlement attributes).
• Responsible for developing the OS specific scripts (Shell Scripts) for automating the closing doc Process.
• Wrote stored procedures and functions on Oracle.

Environment: Java, J2EE, JSP, Servlets 3, HTML, JavaScript, CSS, XML, and Tomcat 6.