SUMMARY:

• Proficient in all phases of Software Development Life Cycle (SDLC), such as Requirement Analysis, Design, Code Construction and Test.
• Direct hands on experience on various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, Service - Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Development and production support experience adhering with SDLC processes like Waterfall, Agile, and Test Driven Development.
• Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, and Client scripts.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks.
• 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.
• Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
• Strong understanding of ITIL/ITSM V3 processes.
• Understanding and experience of IT operation management (ITOM).
• Experience in Installation and Configuration of different modules of ServiceNow.
• In depth knowledge on technical implementation on various modules of Service-now like Incident Management, Problem Management, Change Management, Configuration Management.
• Experience with complex integrations within the ITSM environment such as ServiceNow - Siebel, ServiceNow - Web service integration with third party application, BMC Remedy and Tally.
• Excellent experience in both inbound and outbound webservices (SOAP and REST)
• Very good experience in Creating Workflows (Schedule Workflow), Applying Business Rules and UI (Themes, StyleSheets, Layouts, Frames, Configuration Page).
• Experience installing, configuration and administration of CMDB
• Experience in manipulating, loading and maintaining data between ServiceNow and other systems.
• Expertise in End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Expert in ITSM, ITOM, CMDB and discovery, configuration management, cloud infrastructure and automation.
• Highly knowledgeable of ITSM Business process frame work with strong documentation skills, experience working in internet/web environments.
• Integrated ServiceNow with a third-party product to store all the credentials to maintain security of the credentials.

TECHNICAL SKILLS:

ITIL Technologies: ITSM, ITOM, ServiceNow, JavaScript, HTML, CSS, CMS, JQuery

Angular JS Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL, RPGLE, CLLE,COBOL

Scripting Languages: JavaScript, Jelly Script, HTML, CSS, Ajax, XML

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Database: Oracle 10g, MySQL, SQL, DB2Database

Tools: SQL Client, SQL

DeveloperWebApplication Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat Platform Windows, LinuxIDE EclipseNet BeansVersion Control Tools: CVS, SVNTools and Packages Ant, Maven, Log4j, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE:

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state process and tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in vice ServiceNow.
• Developed business and application processes and workflows as per ITIL/ITSM framework.
• Technical lead for ITSM tool migrations from Remedy 7.1 to ServiceNow.
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform
• Upgrade of ServiceNow platform & ITSM modules from Fuji to Helsinki.
• Implemented CMDB Bi-directional Web Service integration. It involves consuming Restful web service, publishing SOAP web Service, using Business Rules, Script Includes, UI Actions and other ServiceNow scripting modules to support data synchronization and business logic.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Involving in discussion with other technical areas to meet the business and technical requirements for ServiceNow, SMTP Admin, IBM Data power, Web service Owners and DBA to build integration to external and internal systems, currently using SMTP (EMAIL), MID Server and Web Service (Construction, integration testing, and other technical functions related to the White Label tool).
• Implemented various modules of ServiceNow like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery tool.
• Command on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.
• Implemented Web services based on requirement to receive incident and problem tickets from external systems.

Environment: ServiceNow Eureka/Fuji, Windows10, Oracle 11g, SQL*Plus, JavaScript, UNIX, Java Script, JSON, jQuery, Web services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM.

Confidential, OR

Responsibilities:

• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.
• Enhanced the existing LDAP integration and modified business rules.
• Enhanced business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Extensively worked on migration from Dublin to Eureka version.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions, UI Policies, UI Actions.
• Created onsite - offshore model to support development from offshore. Lead and provide guidance to offshore team on best practices and key design features.
• Created Update Sets to migrate customizations from one instance to another instance.
• Created Email Templates and Email Notifications.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements and performed quality assurance testing and User acceptance testing
• Developed reports as per requirements from management.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Documented all implementations and best practices defined within team.
• Created various SLA's as per client requirement with the Incident Management applications.
• Provided analysis, design and development of ServiceNow ticketing and incident management systems to support the company's technical operations.
• Contributed in ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third party software integrations.
• Implemented end-to-end Service Catalog, Incident Management, Configuration Management (CMDB) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.
• Worked with Continuous Implementation of Service Desk (Incident & Problem Management), Service Request Management, Change and Asset Management (ITAM) and CMDB tools to better align with ITIL.
• Configured IP Addresses to identify the undiscovered CI's and insert them into CMDB.
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code.
• Design and implement business solutions on the ServiceNow ITSM platform.
• Creating, monitoring, modifying and publishing service catalog workflows with approvals.
• Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.
• Conducted analysis, designing and assembly of software components in Open Text CMS applications.
• Interface extensively with all areas of the organization including Operations and Development.
• Implemented REST API web service as a third party application for Integration.
• Configured ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.

Environment: ServiceNow, Java Script, JSON, jQuery, Jira, Remedy, Web Services, SOAP, SQL, XML, HTML, DHTML, CSS, XML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM, Angular JS, CMS, Windows 7, Oracle 10g.