SUMMARY:

• Talented and committed IT Professional with 10+ years of experience and ability to design, develop and deliver solutions to complex business problems through technology an innovation.
• ServiceNow Developer/Administrator with around 5 years of experience implementing and supporting ITSM Process like Service Request Management, Incident Management, Problem Management, Change Management, Knowledge Management, Demand & Release Management, Configuration Management(CMDB) in ServiceNow, ServiceNow Integrations and Custom Applications.
• Good working knowledge in Java Scripting and web technologies (JavaScript, Jelly Scripting, Glide Scripting , XML, HTML, AJAX, CSS, HTTP)
• Working with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Experience in designing, development and implementation of Service Now Platform
• Experience in working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Background Scripts, ACL’s, Plug - ins, System Properties and Reportsetc.
• Have experience in working on Dublin, Eureka, Fuji, Helsinki and Jakarta Versions.
• Proficient in SOA and Web Services and REST &SOAP concepts.
• Worked with transform maps,data sourcesand different transform scripts for data loads and management.
• Working on creation and customization of complex workflows and custom workflow activities
• Working with schedule jobs, events and triggers to manage business needs and handle background work
• Experience with implementing configurable SLA management.
• Expertise in designing and developing custom orchestration activities to automate business process.
• Managing data with SN tables, CMDB import sets Discovery tools, Users, Groups and roles.
• Good knowledge of Discovery, MID Server Architecture, Probes, Sensors, Identifiers & Business Rules.
• Proficient in creating Service Catalog and Request Workflow design and configuration.
• 5+ Years of experience in Mainframe Technologies.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow(ITSM) Development & Implementation

Scripting: JavaScript, jQuery, Jelly scripting

Languages: Java, HTML, COBOL, JCL

Tools: Toad

Database: DB2, Oracle, MY SQL

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow Consultant

Responsibilities:

• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions .
• ServiceNow instance core setup and configuration and customizations.
• Designing solutions to enhance IT service requests in Service Request Management module by developing JavaScript programs and workflows.
• Design and Development of Applications and modules to deliver the client’s business requirements.
• Unit testing of deliverables.
• Timely support to resolve any implementation and performance issues reported on tool.
• Design and Configuration of workflows for multiple type of changes as per the Change Advisory Board requirements as part of the Change Management modules.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Configuration of Email Notifications and Alerts to notify users about specific activities in the system
• Developed custom probes and sensors to update the CMDB through ServiceNow Discovery.
• Involved in the initiative for upgrading the ServiceNow from Fuji to Helsinki version and Helsinki to Jakarta version successfully.
• Integrated Confidential Incident management with UNISYS Service request management system (SRMS) using web services like SOAP API.
• Designed and developed a custom orchestration activity in ServiceNow to automate Oracle Password Reset.
• Involved in the Knowledge Management, Problem Management, Incident Management, and Demand & Release Management enhancements.
• Facilitating the continuous service improvements with in Incident Management, Change Management and Service Request Management modules.
• Performing environmental promotional activities from Devto Stage and Test.
• Create monthly metric reports for IT management teams and assist with scheduling data exports to application owners.
• Designed various custom ServiceNow reports for enhancing higher level management for monitoring the performance of various support teams.
• Work with application owners to update workflow tasks and approvals for automated processes.
• Well versed with SCRUM SLDC methodology to develop the custom features in ServiceNow tool.
• Suggesting the best practices of ServiceNow and ITIL processes across various business groups.

Confidential

ServiceNowConsultant

Responsibilities:

• Development of new application - Purchasing desktop software sends required data to create a purchase order in the other system.
• This App/Module uses the service catalog for this request fulfilment.
• Asset management concepts of model mapping are used to create and map catalog item and vendor items.
• Models are taken from existing BDNA network, and used integrating to ServiceNow.
• Created REST web services, two-way communication facilitating different vendors to populate their list of items
• Customizing out of Box using UI policy, UI Actions and client scripts.
• Automate the process of creating Items and adding to the service catalog using scheduled script includes and business rules.
• Workflows are customized to send activity status to third party ERP systems, SAP and PeopleSoft.
• Auto selection and auto populate the vendors corresponding to the catalog item to proceed through the request fulfilment.
• Created reports with database views and report sources, as homepage gauges to specific roles and groups within the application

Confidential

ServiceNowDeveloper/Administrator

Responsibilities:

• Participate in the full SDLC Requirements Gathering, Analysis, design, and coding, testing, training and operational support.
• Implement the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, third-party software integrations, implementing new functionality, homepage customization.
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules.
• System Properties - My Company, UI, CSS, System, Email, Approval, Confidential, Application, Localization, Security, Users, and Groups.
• Confidential, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Reports, Service Level Agreement, Notifications, and Alerts.
• Manage system configurations, gather and document user and process requirements, develop workflow customizations, and support quality assurance teams.
• Perform core configuration tasks.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Implement security scheme and controls by using contextual security, control systems and data security.
• Adhere to established testing, change management and communication guidelines.

Confidential

ServiceNow Developer/Administrator

Responsibilities:

• Responsible for advising customers on risk and impacts on business processes and technical architecture in the Service-Now Platform Create new service catalog requests and items with variables
• Create, monitor, modify, and publish service catalog workflows with approvals
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Build reports, gauges, and home pages
• Create and use update sets to move customizations between systems
• Search, populate, and customize the knowledge base
• Create knowledge base articles in Wiki markup language or HTML and JavaScript.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Developed operational requirements documentation and train operational staff to maintain solution.
• Responsible for managing UAT, Test, Training, and Production instances of Service-Now
• Involved in development of screen tailoring, custom UI action, UI policy, reports, workflow, business rules, and client scripts.
• Designed Active Directory ( Confidential ) integration to nullify the user and group management in ServiceNow tool.
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Build out of over 30 Service Catalog items with associated workflows.

Confidential

Senior Member Technical

Responsibilities:

• Analysis, Design, Development, Unit Testing and Implementation of various Projects and Work Requests. Developed the new code or change the existing code.
• Analyzed the existing COBOL programs, Jobs, DB2 Database of the Integrated Tax System.
• Created Functional Designs from the Business Requirement Documents.
• Participated in the functional Design/Detail Design Review meetings.
• Analyzed the job log and resolved production ABENDs; performed impact analysis to resolve user queries.
• Coded mainframe development assignments in COBOL, modified tables in DB2, created job cards in JCL to run batch jobs, and modified online screens using Confidential .
• Analyzed, designed and created new JCL JOBs, PROCs for daily, monthly & yearly Reporting purposes.

Confidential

Computer Systems Analyst

Responsibilities:

• Interact with Business Users to gather requirements and prepare Detailed Design documents after completion of analysis
• Analysis of the impacted interfaces and identification of COBOL programs, JCLs, DB2 tables to be created/modified
• Allocation of tasks to team members and preparation of estimates for the entire SDLC of the project.
• Write new COBOL programs, JCLs, Control cards to act as common interface for retrieving Royalty amount
• Preparation of Technical specs, System test plans and setting up test data
• Coding, Unit testing, Test results review, Test results presentation to Payless IT Managers.
• Preparation of Implementation plan and Production ready components
• Testing the Confidential inquiry and update screens using test plan data

Confidential

Software Engineer

Responsibilities:

• Involved in gathering the requirements, analyze the requirements and preparing design level, program-level and user-level documentation.
• Involved with working in an agile development environment.
• Understanding the requirements and analyzing the programs
• Preparing the Design Specifications for the programs, developing the new functionality
• Coding the Programs, Testing, Reviews
• Working on production issues on stringent timeline.
• Working with the team onsite team and updating the status of the tasks at offshore weekly.
• Working with the team and providing the technical help to the team members.