SUMMARY:

• 8 Years of strong IT experience in Software Design, Development, Analysis, Testing and Implementation.
• 4+ years of experience in ServiceNow platform as Administrator.
• Deep understanding of Information Technology Software Development Life Cycle (SDLC) methodology, project management principles and providing end - to- end ITSM solutions using Service Now.
• Configured Applications using Service-Now tool used in ITIL Management.
• Hands-on experience on Governance, Risk and Compliance application (GRC).
• Good knowledge on Java, JavaScript, AJAX, HTML, CSS, XML, Oracle .
• Configured LDAP Server, for pulling user and group data from Active Directory.
• Expertise in exporting CMDB data, load data reconciliation with the help of transform map and transform script.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Extensive experience on integrating ServiceNow with 3rd party tools and implementation of SOAP and REST API communication in and around ServiceNow.
• 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.
• Design, development, distribution of custom client-server, WEB services and SOAP solutions.
• Good Knowledge of CMDB and IT Asset Management Services ( ITAM)
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Worked with MID servers to facilitate communication and movement of data between the platform and external application and data sources.
• Created Dashboards and Reports that could be exported in different formats on the Performance and Analytics application.
• Attention to detail and complex problem solving abilities from operational and technical perspective.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.
• Gathering requirements and converting BRD's into technical requirements. Created design patterns & implementation plans for Service Now enhancements.

TECHNICAL SKILLS:

Tools: JIRA, ServiceNow, Microsoft SQL Server Reporting Services, Maven, IntelliJ, Bit bucket, Sublime, Source tree

Scripting Languages: JavaScript, Jelly Script, JSON, HTML, CSS, REST, AJAX

Languages: C, C++, JavaDatabases: Oracle 10g/9i/8i, MS Access, MS SQL Server, CMDB

Operating Systems: Solaris, Windows, UNIX, LINUX

Methodologies: Agile, RUP, SDLC, Waterfall, Scrum, Six Sigma, CMMI, ITIL

WORK EXPERIENCE:

Confidential

ServiceNow Admin

Responsibilities:

• Designed and configured the Incident, Problem and Change Management applications supporting ITIL and business processes.
• Integrating ServiceNow with other systems and customization.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow).
• Setting up Configuration Management, preparation characterizing the CI classes and their connections.
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Participating in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Made end-end sites with Themes and Content Layouts utilizing CSS that can be re-utilized as a part of ServiceNow.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.

Environment: Change Management, Incident Management, Problem Management, Service Catalog, and Integration with Third Party Tools, Configuration Management, Reporting, Discovery and Integrations

ServiceNow Admin

Responsibilities:

• Performs core configuration tasks including system policies, business rules and client scripts.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Manages users, groups and roles
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Migration of customizations from one instance to other instance.
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA’s, Reporting etc.
• Core Application Administration: Policies & Interactions, Application Security, and Events & Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Develops conversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance.
• Ongoing Maintenance.

Environment: CMS Designing & Development, Script Include, Java Script, Boot Strap, Client Scripting, Jelly Scripting, Service Catalog Workflows

ServiceNow Developer/Admin

Responsibilities:

• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Experience with jelly scripting in ServiceNow.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Actively involved in daily Scrum meetings.

Environment: Form Creation, Business Rules, Script Include, Client Scripting, Jelly Scripting, Email Notifications.

ServiceNow Admin/Developer

Responsibilities:

• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Designed a company-wide service catalog that offers a collection of services.
• Involved in customization of UI for a knowledge base.
• Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, Schedule a call from the service desk and schedule a time for solving the issues with one to one personally.
• Created update sets for configuring in different instances i.e., temp, test, uat, dev and production instances.
• Met all service level agreements (SLA's) and delivered all significant result and deadlines.
• Managed the activation status, profile, and roles assigned to each user and groups in ServiceNow.
• Performed testing in ServiceNow DEV, UAT and Post implementation validation of IT Service Management releases.
• Responsible for the overall management and data governance of ServiceNow supporting the ITIL process to configure changes and updating records from the Configuration Module, Incident, Change, Data Administration, Report, Data Quality, CMDB, Service, Knowledge Base, Catalog and User Administration modules.
• Gathering and analyzing requirements to submitted enhancements requests to improve incident ticketing system through automation and improve SLA of tickets completion.
• Created custom reports through the report module in ServiceNow.
• Involved in all process improvement documentation, diagrams and Knowledge base tutorials used by the Admin team and uploaded each document to the SharePoint Site.
• Interface with Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services.

UI Developer

Responsibilities:

• Interface with Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.
• Closely worked with business system analyst to understand the requirements to ensure that right set of UI modules been built.
• Developed all the UI pages using HTML, XUL, DHTML, XSL/XSLT, XHTML, DOM, CSS, JSON, JavaScript, jQuery, Ajax.
• Created XHTML Pages with CSS and the Box Model
• Used advanced level of JQUERY, AJAX, JavaScript, CSS and pure CSS layouts.
• Used JQuery core library functions for the logical implementation part at client side for all the applications.
• Used JQuery to traverse through a DOM tree and manipulated the nodes in the tree.
• Implemented the Drag and Drop functionality using JQuery framework.
• Used JQuery plug-ins for Drag-and- Drop, Widgets, Menus, User Interface and Forms.
• Used NodeJS for backend server to import modules.
• Used NodeJS to store the database information in a configure file.
• Used GIT for version control system and as a full-fledged repository.
• Involved in developing HTML and JavaScript for client side presentation and data validation on the client side with in the forms.
• Developed Date Time Picker using Object Oriented JavaScript extensively.
• Designed PDF, Excel and Print previews for all the reports in the application using HTML, JavaScript and SQL Stored Procedure.
• Maintain, enhance, and recommend solutions that best suit business and technology needs from UI standpoint.
• Debug the application using Firebug to traverse the documents and manipulated the Nodes using DOM and DOM Functions.
• Involved in developing XUL, HTML, and JavaScript for client side presentation and, data validation on the client side with in the forms.
• Involved in writing application level code to perform client side validation using JQUERY and JavaScript.
• Developed SQL Queries to interact with Oracle database.
• Successfully executed all the test cases and fixed any bugs/issues identified during the test cycles.

Environment: HTML, CSS, JavaScript, JQuery, Dreamweaver, NodeJS, BackboneJS, AJAX, JSON, MS Office, PL/SQL and GIT.

UI Developer

Responsibilities:

• Design, development, implementation of application based on business requirements.
• Coordination with the clients to understand the business requirements and to get the correct picture of what is to be developed.
• Deciding which components to use which will be the best in terms of functionality and compatibility.
• Working with other members of the team to help them understand the overall requirements which has to be met
• Coordinating with the tester extensively to make sure he/she correctly understands the way the application has to be tested.
• Providing support to the end user to clear out any issues which might arise
• Developed code to call the web service/APIs to fetch the data and populate on the UI using JQUERY/AJAX.
• Coordinating with team members who are working on other modules of the same application to make sure of the smooth execution of the project and there are not conflicts.
• Doing functional testing on the developed application to ensure it meets the standards
• Hot fixing of the issues reported by the testers.
• Writing supporting docs, user stories and test cases for the developed application.

Environment: Sencha CMD, EXT JS, HTML, CSS, REST, AJAX, JavaScript, JSON, WebSphere, Maven, JIRA, IntelliJ, Bitbucket, Sublime, Sourcetree