SUMMARY

• Over 12 years of experience as an IT Professional, including 10 years of experience as a ServiceNow Suite developer and Administrator with extensive experience on Technical implementation of various ServiceNow Modules.
• Over 7 years of security operations and GRC experience.
• Expertise in areas of Vulnerability/risk management, intrusion prevention, incident response, threat intelligence and security training.
• Expert in Governance, Risk and Compliance
• Worked as a ServiceNow Architect to Design, Implement, Configure and develop the modules as per the client’s requirements.
• Experience with ServiceNow Discovery tool Service Watch to Discover and import CMDB items.
• Implementation experience of Global Multi Domain Separation ServiceNow Instance
• Experience in the implementation of existing practices and policies associated with established ITSM processes and
• Performed integration between service watch and ServiceNow CMDB.
• Successfully managed implementations for employee self - service (ESS) portal, HR case management, Asset and work order management solutions.
• Procedures.
• Installed and configured collectors, configured credentials and built service watch dashboards in Service watch.
• Worked on the creation of service strategy and roadmap development. Identify, design, and develop the capabilities of both the internal and partner teams to implement, optimize and expand the ITOM suite.
• Creation of test plan document and creation of test estimation for project.
• Integrated service watch with monitoring solutions.
• Involved in the manual testing of the various applications of different projects and planning and conducting test case review meetings and review test cases.
• 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.
• Responsible for functional, integration, system, regression testing, planning and hosting Defect Triage meeting with development team.
• Implementation of ITIL process including incident, problem, change, knowledge and CMDB for better ITSM on Service-Now.
• Responsible for preparation of Regression Suite for the release.
• Planning and conducting SIT/UAT preparation/status review meetings, Lessons Learned meetings and Risk review meetings with Client, QA and Development Team
• Resolving issues faced by the QA team. If required escalating the issues to Project Manager and if necessary to Client.
• Coordinate with test team and development team for quality standards & ensure adherence of organization quality standards during execution.
• Deliver operational efficiencies and enhance GRC efficacy and control by delivering a system of engagement and real time actionable insights about the enterprises' risk and compliance operations
• Experienced in providing ServiceNow Architect solutions to support the best practice needed to deliver the business requirements.
• Experience in implementing the best practice to apply for Change Management, Problem Management, Configuration Management and Incident Management.
• Experience in the implementation of existing practices and policies associated with established ITSM processes and procedures.
• Web Developer with focus in ServiceNow platform and responsible for ITIL/ITSM System Administrator functions.
• Experience in creating Users, roles, groups and updating the user and group table records.
• Experience in Implementing Single Sign on (SSO) using SAML, LDAP, Windows AD.
• Experience in configuring LDAP Server and LDAP Listener for updating the User table record.
• Experience in setting up MID Server and checking for the connectivity.
• Working experience in configuring and working on Discovery Schedules and also worked on latest releases of KINGSTON, JAKARTA, ISTANBUL, HELSINKI, and GENEVA which is an advanced version.
• Maintained the integration of database and CMDB through the MID Server, Schedule jobs, and Import Sets and Transform maps.
• Hands on experience in ServiceNow Web App/Platform/SAAS
• Working experience in creating workflows for Service Catalog items in ServiceNow.
• Experienced in User Management to add, update and deactivate users in ServiceNow.
• Experience in Server Script (Business Rules/Script Include) and Server/Client API.
• Expertise in writing inbound action scripts in order to integrate fire eye tool with ServiceNow.
• Expertise in using UI Macros, Jelly Script and JQuery for working with Content Management System (CMS) and Self-Service Portal.
• Working experience of various phases of SDLC such as Requirement Analysis and Design.
• Experience in providing assistance to clients with excellent communication skills and problem solving and analysis
• Expertise in various aspects of Waterfall, Scrum and Agile Methodologies.
• Experience in JQuery, JQuery plug-in, AJAX, Dynamic HTML, JSON, Angular.js with Bootstrap and node.js.
• Integration of Web Service through SOAP and REST services
• Service Portal Development
• Good experience in application development using Java/J2EE, Microsoft .NET
• Good experience in application development using Java/J2EE, JSP, Struts and spring.
• Developed Web pages using ASP.NET, HTML, CSS and JavaScript
• Developed several reusable controls such as header, footer, and address controls using ASP.NET
• Added UI (dialog windows, menu options) and Back-End functionalities using Python 2.6 for the Platform
• Experience in all applications of ITBM.

TECHNICAL SKILLS

Programming Languages: Angular JS, Jelly Script, jQuery, Java, ASP.net, Perl, C#, .net

Platforms: ServiceNow, HP Service Manager, SDLC

Web Technologies: ASP .NET, HTML, CSS, JavaScript, jQuery, Ajax, XML, PHP, JSON

Databases: Microsoft SQL Server, Oracle, MySQL

Technologies: Agile, Scrum, Design Patterns, ITIL, CSP, MVC, Map Reduce, Android, Machine Learning

Other Tools: Eclipse, QTP, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office, Client Script/Calling server side, code using Glide Ajax in Client Script

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Architect/ Developer

Responsibilities:

• Implementing Service Catalog, Incident Management, & Change Management with extensive knowledge on Content Management System.
• Worked on End-to-End Discovery Setup in Service Now to identify the elements of enterprise IT infrastructure, making it possible to capture an accurate and up-to-date map of CI relationships.
• Involved in CMDB, SCCM Integration, Discovery, and Integration with other external modules.
• Worked as a SME for ServiceNow implementation of Service Catalog and CMDB & Cloud Management Platform for AWS & Azure.
• Worked on Email Notification, Reports and Database views.
• Created user groups and applied security roles to provide access or implement restrictions.
• Worked on Defining risk framework to Incorporate company policies into the ServiceNow platform
• Imported UCF Authority Documents within the organization.
• Used the policy management process to draft, review, approve, publish, and retire policies
• Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.
• Maintained global processes and global reporting in a single instance using Domain Separation.
• Tested ServiceNow Instance by moving Developing Instance to Testing Instance by using ServiceNow Service Watch.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by JavaScript
• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.
• Built service watch dashboards in Service watch.
• Built the mobile servicenow agent app to manage ITSM activities on mobile
• Built and configured applets launcher and applets for incident, change and request management on the mobile and made it compatible with default view
• Worked on implemeting Now mobile, Mobile agent and Onboarding applications.
• Involved in working with process owners to develop workflow, implemented the workflows in Service Applications and administer the tools and enhanced requests by Java Scripts.
• Conducted Requirement Gathering Sessions, Joint Application Development sessions and Joint Application Requirement sessions.
• 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 troubleshooting the errors raised while using the Discovery.
• Created custom Probes and Sensor to update a field in CMDB.
• Loaded Assets and Configuration Items and created relationships between CI and Assets.
• Imported Data using Import Sets and Transform Maps.
• Customized various Business Rules, Client Script, Script includes, UI Actions, UI Policies, UI Actions.
• Created Update Sets to migrate customizations from one instance to another instance
• Creating the UI pages to use them in catalog items.
• Worked on Business Rules, Client Scripts, UI Policies, UI Actions, Data Policies and Data Dictionary.
• Data migrations with import set and transform maps.
• Performed Identification and Reconciliation for data in CMDB.
• Customized workflows using GLIDERECORD and Java Scripting
• Worked on setting up Email Notifications for different modules in ServiceNow.
• Worked on SNMP devices in a network protected by an ACL for the project.
• Moving Update sets from one environment to another environment in ServiceNow.
• Writing Scheduled jobs and Schedule Imports depends on the requirements in ServiceNow.
• Configured multiple forms for Asset module using Configuration Management Database
• Worked on SNMP on the MID Server installed on the host specified in the ACL.
• Understood the Service Desk and worked on developing the Employee Self Service Portal (ESS) using Content Management.
• Involved in configuration and implementation with CMDB.
• Worked on system/security requirements analysis and secure system definition.
• Development of various ServiceNow applications like Incident Management, Problem Management, Configuration management, Discovery and Portfolio, Project Management & CMDB.
• Responsible for Support, Training, product improvement feedback and Customer success programs like improving platform adoption, best practices, Customer account reviews of ITOM/ITSM SaaS.
• Implemented ServiceNowITOM/ITSM applications using ITIL V3 services best practice processes, methods, testing.
• ITOM, ITSM delivery and support for Multi-Site / Multi Theater accounts.
• Experienced in Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, and Incident Templates.
• Implemented all the service portal development, building the widgets, from front end to API backend scripting prospective
• Configuration of Email Notification and Alerts to notify users about specific activities in the system & Involved in development of Cloud Management Platform.
• Enabled the cloud management V2 plugin in POC instance and exploring the features of the plugin to read the instance tags and provisioning features.
• Designed and coded the non-oracle side of the integration, which included the UI interface, the data parsing and data communication to Oracle. The code was developed in Python 2.7, using additional libraries for the UI design and for the Python-Oracle Connector.
• Worked on all ITBM Modules (Project Portfolio Management, Application Portfolio Management (APM), and Agile Development, Demand Management, Resource Management, Test Management, Financial Planning.

Confidential

Senior ServiceNow Developer/Architect

Responsibilities:

• Development and design of Self Service Portal.
• IT Service Management applications development on ServiceNow platform to automate the day-to-day corporate business processes.
• Implemented Service watch created custom pattern and formed CI relationship.
• As per the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.
• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Created all JavaScript logic (validation, animations, transitions, template, date picking etc.)
• Scoped an organization for risk management and to apply policies
• Created controls and review controls in the attest state in Risk Management
• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
• Performed mapping using ServiceNow Service Watch.
• Tested ServiceNow Instance by moving Developing Instance to Testing Instance by using ServiceNow Service Watch.
• Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
• Worked on customization and configuration of Service Watch, Dashboards.
• Developed several client side scripting, catalog scripts, UI scripts, server side scripting based on business rules.
• Creating Custom Tables, Fields and Configuring Access Controls over them.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Development/Integration of Web services for B2B communication for Change Management using inbound and outbound actions with script Includes and Sonic for the synchronization between third party and the ServiceNow Change application by processing XML Tags containing the full information of the record.
• Gathered requirements for SLA and configured in ServiceNow.
• Migration from BMC remedy to ServiceNow.
• Developed notifications to send communication to other systems. Nebula with a URL or IP address and starts discovering all the relationships that makes up that service.
• Developed a stand-alone functionality called "Copy Change"
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Worked on Macros and formatters.
• Worked on latest customization provided by Servicenow for mobile app development such as Header color control, Swipe Functions and Quick actions.
• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads
• Configuring Integration Web Services with Third Party application by using SOAP Web service.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Deployment checklist and test case document preparation.
• Incorporating the coding standards and best practices in the implementation.
• Deploying the developed code to Stage/QA/Production instances using Update Sets.
• Providing support during the UAT process and post production deployment.
• Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs.
• Creating workflows to handle the status flow once the request is received from an external tool.
• Key contributor in Service Integration ITSM Tools team including configuring ITSM tools to engage effectively over the Service Integration Layer, building Web Services for different technologies and providing support for demos to internal stakeholders as well as client stakeholders.
• Analyzing the workflows so that the existing interfaces and the OOTB functionalities were not disturbed to meet client requirement with successful outcome.
• Full responsibilities of Install DB, ARS, ITSM Suite in Production and Development Servers.
• Assist in client demo activities.
• Have done packaging of all the requirements and deployed the CR's on the QA and Production server.
• Create technical specification documentation after all the work has been done.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.

Confidential

Sr ServiceNow Developer/Architect

Responsibilities:

• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Developed the forms, workflows and sync between Problem, Incident and Change with CMDB.
• Communicated with end users, identifying their difficulties and changing the applications as per their requirements.
• Responsible for providing Subject Matter Expertise related to the ITSM process adoption and implementation.
• Collaborate with worldwide peers and stakeholders to define the requirements for the process to collectively develop and sustain an active ITSM vision.
• Participating in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Developed Integration with System Center Configuration Manager (SCCM).
• Involved in customization of forms for various ServiceNow applications.
• Rendered data using Ajax and mustache template.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plug-in.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stakeholders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables that are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Designed and created homepages including basic reporting, gauge configuration and dashboard presentation.
• Involved in performance tuning of the ServiceNow and also worked on System Diagnosis.
• Involved in documentation of business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Managed a team of offshore developers and getting them aligned with the process.
• Scheduled cloning and migration of data from instances with ServiceNow.
• Worked on Configuring rules, monitors and management packs in SCOM and involved in testing reports for correct mapping of the objects and data.
• Involved in various ServiceNow customizations as per client's requirement and also in migration between various ServiceNow instances using Update Sets.
• Prepared documentation for requirements, design, installation, unit testing and system integration of ServiceNow.
• Created user manuals for all the users on using Info View and exporting reports to various formats.

Confidential, San Diego, CA

ServiceNow Developer

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
• Discussing the business requirements with clients and documenting them into process requests.
• Used semantic HTML5, well supported CSS3 and JavaScript to create rich, responsive experiences for our client; Websites and applications, optimized for their users.
• A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM), Change Management and Release Management.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items.
• Performed LOAD, manipulate and maintain data between ServiceNow and other systems.
• Manage and coordinate activities during the overall ticket of lifecycle in incident and problem management.
• Involved in testing ServiceNow form and reports for correct mapping of the objects and data correctness.
• Performed LOAD, manipulate and maintain data between ServiceNow and other systems.
• Involved in Migration between various ServiceNow instances using Update Sets.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• 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 rules.
• Created many scripts which includes Business rules (server side code) and modified OOB.

Environment: Windows 7, JavaScript, XML, HTML, ServiceNow Eureka/Dublin, CSS, AJAX, SQL Server.

Confidential, ST. Louis, MO

ServiceNow Developer

Responsibilities:

• Assigned the task of creation and management of a foundation layer that support multiple Service groups, Service families, Business services, Service offerings, Service Components and Service Desk associates with a Service Offering, Service Portal solutions which also provide more personalized Service Catalog based on the user access as well as flexibility to report and issue/incident against a Service Offering.
• Worked with different SACM and SLM user requirements from the process perspective of a Service Management System (SMS), implemented by BMS Enterprise Services and used by the Service Delivery and Support functions, including Strategic Service Providers, in various global locations.
• Designed and developed generic workflow in Service Catalog which now serves as a back-end workflow for more than 100 catalog items.
• Documented Requirements Specifications which details end-user needs and intended uses for Enterprise Service Management (ESM) and the proposed functionality to satisfy the business and regulatory requirements.
• Worked through the Design, build and test phases of different requirements specific to SACM (Service Asset and Configuration Management) and SLM (Service Level Management) processes.
• Implemented around 30 Service Catalog items for Shared services catering different affiliates across the world.
• Worked on enhancements for Incident Management like Critical alarm handling and On Call Scheduling modules.
• Developed features in Vitalize to provide the capabilities to create action plans to address incidents and problems, create knowledge, assign action item tasks to the appropriate groups, associate changes to the tasks, escalate and manage through to resolution in accordance with the ITIL framework.
• Worked on Configuration Management Database that incorporates service assets and configuration items (CI) and CI relationship data to support all of the core processes, process-functional-service reporting based on consolidated data, and the ability to cross-reference all records regardless of source system.
• Developed a Generic workflow for Service Catalog which is used as a framework to get wider service offerings on to the Service Catalog menu using Rapid application development process.