SUMMARY

• Over 10 years of experience in IT industry and 5 years of experience in ServiceNow Platform
• Hands on experience on various ServiceNow Modules like Service Catalog, Incident, Problem Change Management, SCRUM, CMDB (Configuration Management Database), Asset, Knowledge, Release, Content Management, Reporting and Integration with Web Services.
• Experience in Integration in Service Now with various external Web Services also
• Experience in configuring in Email notifications in Service Now, UI Pages, UI Macro, Scheduled jobs, Script includes, Events.
• Strong skill set in Service Now suite development including SOAP/REST integration, Web Services, Discovery, Workflow, CMDB.
• Experience on doing required Single - Sign-On integration.
• Extensive experience in SDLC implementation on projects with Waterfall and Agile methodologies such as Test-Driven Development (TDD) and Scrum.
• Experience on Configuring rules, monitors and management packs in SCOM and involved in testing reports for correct mapping of the objects and data.
• Extensive experience in UAT and managing cross-functional teams of business analysts, developers and testers.
• Excellent communication, analytical, interpersonal, and presentation skills with demonstrated success for interfacing with customers, customer satisfaction, interactions with internal as well as external working groups
• Expert at managing multiple projects simultaneously and presenting ideas to management.
• To manage Process Design & Operational Activities involving End to End Incident Management activities.
• Identifyproblem sources and derive root cause resulting in a permanent fix. Resolving known errors as needed.
• To manage operating issues and major outages, including failures and service level degradation
• Produce metrics, trending and reporting on Technical Service Center productivity
• Maintain the Incident management process including documentation of processes and procedures using ITIL standards
• Assist the Critical Escalation Management team to write, validate and distribute any required communication sent to executive leadership, IT management, clients as well as to external customers encompassing various lines of businesses
• Help minimize adverse effects on the business caused by errors in the Customer’s IT applications and/or Infrastructure, and proactively prevent the occurrence of Major Incidents and Problems
• Facilitate Effective Communication & Coordination across Functions, Sites, Regions & Third-Party Suppliers
• Host & Lead a Bridge Call to resolve major incidents
• Follow-up communication & work required post resolution
• Host debrief sessions
• Supporting Critical Escalation Management Team
• Helping the team in handling client escalation in terms of incidents/request

TECHNICAL SKILLS

Service NOW Products: Madrid, Kingston, Jakarta, Helsinki, Eureka and Fuji versions

Application Servers: WebSphere, J2EE

Databases: DB2, MYSQL Server and Oracle

Primary Skills: ServiceNow

Secondary Skills: C, J2EE, HTML, XML, JavaScript, SQL

Operating system: Windows 7, 8, 10 and Unix, Linux

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Admin

Responsibilities:

• Development ofServicecatalog which includes creating new catalog items, designing workflows and execution plans.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge,ServiceCatalog, CMDB in ServiceNow.
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Creation of Incidents andServiceRequests for the supported applications, first point analysis on tickets and assigning them to L2/L3 otherservicelines based on the scope.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on domain separation.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Designed and implemented ServiceNow Integration solution with Emails, SMS, Alerts.
• 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 stake holders.
• 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 which 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.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Confidential

ServiceNow Admin/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.
• Implemented implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with Knowledge of Content management
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
• 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.
• Worked on CMDB from the scratch
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Good knowledge on Single Sign on and event-based integrations.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, cHTML5
• 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
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Integrating Service catalog module with “Net cool” monitoring tool using Web Services and fixing the issues which come up while the tolls are getting interacted.
• Responsible for the ServiceNowtool 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.

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances.
• Worked on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Analyze and validate scripts/code for successful migration between instances
• Provides analytical and technical expertise for ServiceNow configurations.
• Provides day-to-day administration of the ServiceNow instance.
• Personalizes and creates forms and fields, new applications, modules and labels, activates plug-ins, builds reports, gauges and homepages.
• Sets up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog requests, and items with variables.
• Creates, monitors, modifies, and publishes Service Catalog workflows with approvals.
• Manages users and group’s access rights, business rules, controls and scripting.
• Conducts ServiceNow testing and UAT signoff for upgrade and release cycles from the ServiceNow Development team
• Handles incident troubleshooting and resolution for ServiceNow related issues.
• Develops, prepares and edits application administration documentation, presentations, training materials and manuals.
• Creates reports and provides data analysis to support the program, processes and services.
• Configuration/Customization of the ServiceNow system including workflows
• Uses scripting tools and Service Now functionality, create script to automate routine tasks being done in Service Now
• Articulates technical concepts using easily understandable business language
• Load, manipulate and maintain data between Service-now and other systems
• Researches and Deploys new releases and/or enhancements into the ServiceNow live environment
• Works directly with IT Management to align ServiceNow with IT organization strategy
• Maintains and support ServiceNow operational functions
• Monitor health, usage and overall compliance of the application
• Administrated, build and supported Premier’s ServiceNow platform and other Service Management applications and their associated integrations
• Integrated monitoring systems to collect and summarize data for the IT systems and business applications
• Established and supports the automation of the data collection processes
• Implements and manages monitoring and alerting for critical business systems
• Works with business units to create and adjust synthetic transactions that help to gauge the availability and responsiveness of the applications
• Monitors, troubleshoots, upgrades, retires, and expands existing environments and performs software upgrades
• Implemented various script includes, and also used them in client scripts.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration.
• Created Buttons and context menus both on form and lists using UI actions.
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Using import set tables many CI's were imported for the implementation of the data.
• Created data sources and loaded the Service-Now tables with different data formats.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Also worked on Asset Management and loaded the data into it.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Confidential

Sr. Associate-Technical Support (SME)

Responsibilities:

• Worked as SME for Verizon process
• Provided KT to the new joiners
• Provided training in handling calls
• Handles supervisor calls

Confidential

Technical support engineer

Responsibilities:

• Worked on ticketing tool service now.
• Worked as a team lead in Confidential IT.
• Handled high priority incidents providing a resolution to the end user.
• Handled the Outage and helped the user with the RCA (Root Cause Analysis).
• Provided the Knowledge transfer to the recruitees