PROFESSIONAL SUMMARY:

• Around 8 years of experience in IT industry with 5+ years of experience on ServiceNow development and administration.
• Expertise in complete end - to-end project implementation and consulting in ServiceNow and best ITIL practices.
• Experienced with the ITIL process in ServiceNow: Incident Management, Problem Management, Change management, Knowledge Management, Project Management
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Proficient in developing Client scripts, Business Rules, Date Dictionary, UI actions, UI Policies, Web Service Import sets, Transform Maps& developing scripted Webservices.
• Proficient in coordinating and collaborating with the client’s IT enabled Business Service leaders to provide a holistic approach to reduce over cost of maintenance.
• Worked on Requirements Traceability Matrix that developed for align of Test Cases to Requirements.
• Performed testing on Defects and Enhancements moving them to close/complete.
• Communicating with Service owners and developing team on enhancements and defects.
• Tested weather the request is going to approval group for approval as per requirements and checking that request fulfilled by the assignment group as per requirements.
• Experience in creating Applications, Modules, Tables and Columns as per the requirements in ServiceNow
• Knowledge in integrating LDAP Server with ServiceNow to get the organizational Users, Groups, Roles
• Experience in migrating the changes across various environments in ServiceNow using Update-Sets
• Experience on creation of workflows for Service Catalog items in Service-Now.
• Knowledge in designing and implementation of workflows using ServiceNow workflow editor
• Experience in working with the workflows using ServiceNow workflow editor.
• Excellent experience in ServiceNow Administration and Day to Day Production support
• Knowledge in Service Mapping and Service watch.
• Knowledge in using DISCOVERY to load configuration information to CMDB
• Client sides Scripts, Glide API’s, Inbound email Actions, SNOW OOB implementations.
• Server-Side Script’s Business Rule Script Include, Processors. REST API, Table API’s, SOAP web services. MID server Integrations. Background scripts. Task relationship, many-to-many, one too many. Reports customization, Database views.
• Experienced and fully engaged in all the stages of Software Development Life Cycle (SDLC) which includes gathering and analyzing business requirements, functional/technical specifications, designing, developing, testing, deploying the applications, and providing production support.
• Experience in functional testing on requests and incidents.
• In-depth knowledge of the technical implementation of Discovery, Incident Management, Change Management, Risk Management, Problem management, Knowledge Management, Configuration Management, Service Catalog, Reporting, Integrations, LDAP, Altars, SAML 2.0, SCCM, SAAS, ADFS, SSO, and CMDB
• Worked in generating the reports in ServiceNow as per the requirements in ServiceNow
• Proficient in activities like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Knowledge in working with Calgary, Dublin, Eureka, Istanbul, Jakarta versions of ServiceNow
• Good experience in developing workflows and in customizing the applications in ServiceNow using JavaScript, AJAX, HTML and DHTML.
• Extensive experience in PL/SQL and SQL and in performance tuning SQL queries in TOAD and PG Admin.
• Excellent understanding of Data modeling (Dimensional & Relational) on concepts like Star-schema, Snowflake schema using fact and dimension tables and relational databases (Oracle), SQL Server, MS Access and client/server applications.
• Strong knowledge and experience in all the phases of SDLC
• Good knowledge in various software development practices Agile, Waterfall etc.
• Excellent analytical, problem solving and communication skills.

PROFESSIONAL EXPERIENCE:

Confidential, South Portland, Maine

ServiceNow Developer/Admin/Tester

Responsibilities:

• Experience with ServiceNow Discovery tool Service Watch to Discover and import CMDB items.
• Performed mapping using ServiceNow Service Watch .
• Tested ServiceNow Instance by moving Developing Instance to Testing Instance by using ServiceNow Service Watch .
• Worked on Service Mapping Tool to map Tier 0, Tier 1 and Tier2 applications.
• Persona based service catalog items, so that Executives would see different items than Managers & Trainees.
• Worked on Request and Incident Module as Analyst and Tester.
• Performed Unit testing as per testcases provided by the service owners in Asknow eagle (Testing Instance).
• Involved in CRQ (in both Asknow Load dummy instance for Asknow production instance) for last minute testing and raising defects.
• Implementing the “EMC Bucks” functionality while ordering the catalog items. Allocation of fixed $ amount to the new hire, and checking the buck balance every time before placing the order along with approvals and workflows.
• Creating and maintaining the Content Management -Dynamic Content Blocks, UI Pages, and Sites in ServiceNow.
• Querying the tables and displaying the records and updating the records using JavaScript, Glide and Jelly Scripts.
• Creating Email notifications inbound email actions.
• Created SLA for warn and breach for various onboarding events and tasks.
• Worked on Access Control (ACL) to personalize security.
• Created role-based views namely for New Hire, Hiring Manager, HR Case Worker, and HR Case Supervisor.
• Administration of User records, groups, update sets and tables.
• Involved in gathering the Requirements from Service Owners and Interacted with the developers for building the request as per best practices and achieving requirements.
• Performed Functional testing in ServiceNow.
• Performed Unit testing as per testcases provided by the service owners in ServiceNow.
• Involved in CRQ for last minute testing and raising defects.
• Experience in Software Verification and Validation based on Testing Methodology.
• Experience with Behavioral Driven Development (BDD) or Test-Driven Development (TDD) in test script/framework automation.
• Performed automated tests on SOAP services using tools like SOAP UI PRO.
• Excellent analytical and programming abilities in using technology to create elegant, flexible and maintainable solutions for complex testing problem
• Developed and Executed Test Scripts using Selenium WebDriver, TestNG, analyzed Test Results.
• Expertise in Project Management tools like JIRA to prioritize, classify bugs and tracked defects.
• Successfully Completed User Acceptance Testing (UAT) on each release of the project with the help of end user requirements by using BDD framework.
• Participated in all phases of the Software Testing Life Cycle (STLC).
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow
• Worked on loading the data into ServiceNow using import sets
• Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements
• Worked on importing the Configuration Items(CI) from third party applications using import set tables
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Creating the workflows in ServiceNow as per the requirements from business team and functional specifications
• Writing the Catalog client scripts and UI policies to make client-side changes.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Experience in working with Project Management application with majorly on Project workbench and Agile framework.

Confidential, Weldon Springs, MO

ServiceNow Developer/Admin

Responsibilities:

• Set of business and client rules, and new fields were added to fulfill client requirement.
• Updating Incident/Problem/Change module based on client feedback.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also, Workflow has been created to support the Approval workflow and task assignment.
• Migration of the Manage now (Incident Management), info web (Change Management) requests to the ServiceNow.
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
• Review the outage plans and ensure post and pre-outage is successful.
• Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
• Fix code issues, source control and migrate the solution to production environment following the IT processes of client.
• Creating new groups and adding users to the groups in ServiceNow.
• Used JavaScript and Client Scripting (Jelly and Glide) to collect the data and SOAP.
• Used JavaScript to add functionality and integrate ServiceNow with other applications.
• Created and moved update sets to different ServiceNow instances.
• Experience in Application Development, Solution and Email Integrations.
• Developing web pages, landing pages using Content Management System(CMS).
• Created Email Templates and Email Notifications.
• Experience Collaboration and leading effectively with other ServiceNow administrators to develop solutions and handle general updates and configuration changes/requests.
• Experience in Network and Application server performance.
• Integrating Kenna tool with Service Catalog items using Web Services.
• Designed and created homepages including basic KPI reporting, gauge configuration and dashboard presentation.
• Managing all the activities like instance cloning, patch upgrade and Post fix implementation after clone.
• Building rich user friendly, high performance web applications using HTML5/4, CSS3/2, JavaScript, Bootstrap and in implementing cross-browser style-sheets.
• Creating custom Tables, Fields and configuring Access Controls(ACL’s) over them.

Confidential, Indianapolis, IN

ServiceNow Developer /Admin/Tester QA

Responsibilities:

• ServiceNow ITSM module administration.
• Service Catalog creation, configuration and deployment
• Routine Support activities for Incident Management, Problem Management, Change Management, Knowledge Management
• Created business rules using JavaScript.
• Workflow design and implementation
• Work on various ServiceNow customization, enhancements as per Client requirements
• Access request Management(RITM)
• CMDB and Knowledge Management
• Create and move update sets to different ServiceNow instances.
• Data Management and report creation
• Responsible for creating & maintaining Requirement Traceability Matrix to track the development and QA process.
• Worked as one of the member for QA team to improve the testing performance of the project.
• Developed Quality test cases on reference of Use cases.
• Mapping the test cases for the requirements by usage of coverage function in quality center.
• Updating the Test plan and adding Test Cases for every sprint.
• Improving the test scripts to automate process of selenium web driver
• Responsible for development of user interfaces by using Java Script, JSP and HTML.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations.
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Inserted various checkpoints to check web pages, table contents, databases, bitmaps and text.
• Done Bug reporting, Tracking and defect management by using JIRA.
• Testing of different integration and changes to ServiceNow instances.
• Customer / vendor meetings and Reporting’s Documentation and providing user trainings.
• Integrated 'Sales Order' application with CRM. Data received from CRM will be loaded into 'Sales Order', which will be used later for creating projects.
• Created and edited knowledge articles such as a policy or release notes to share information across the organization which are managed by knowledge managers.
• Responsible for the ServiceNow administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services.
• Imported MS Projects into ServiceNow project table.
• Worked on PPM reports and dashboards as per business requirements.
• Created complex work flows for both standard and nonstandard catalog items.
• Worked on CMS Site by creating both static and dynamic content blocks, pages, navigation menus and themes using CSS, HTML and Jelly.
• Loaded Configuration Items and relationships from excel files using import sets and transform maps.
• Following the release process in developing and deploy the code from Dev to Test and Prod environments as per proper approval from the Senior Manager.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents.
• Modified Orchestration activities and catalog items for Amazon EC2 Cloud Formation and Stack Creation.
• Involved in Administration of Development, QA Production Servers. Providing post-production support and resolving issues
• Implemented Bi directional integration between ServiceNow and Salesforce using REST and SOAP Messages. Configured OAuth 2.0 for REST Integration.

Confidential

Software developer

Responsibilities:

• Involved in creating detailed Documentation HLD and LLD, which includes all Business requirements and technical specifications.
• Created data mapping files for the data coming from different web services.
• Worked for designing Logical and Physical data models for staging and E-Product Catalog Databases and staging database.
• Knowledge and experience in structured systems analysis and design techniques.
• Developed database objects including tables, clusters, Indexes, views, sequences, packages, triggers and procedures to troubleshoot any database problems.
• Extensively used stored procedures to apply validation logic for the data in staging area to load into catalog Database.
• Used Explain Plan, HINTS for performance tuning of SQL, PL/SQL queries.
• Worked with ETL team and architect to build data model for staging area.
• Worked with business experts to understand the source data in web service systems.
• Prepare the Mapping document which details out the mapping of source to the target data model with application of business rules.
• Importing and exporting the data into multiple environments.
• Supported for code integration and system integration testing for this application.
• Worked with Java and J2ee development team and worked for Hibernate mapping and Provided SQL Queries.
• Worked with ETL team involved in loading data to staging area. Provided all business rules for the database for loading data.
• Worked for ETL process of data loading from different sources and data validation process from staging area to catalog database.
• Worked in the Application Object’s Create Form, Create Report, and Create Data Access Page methods to programmatically create forms, reports, and data access pages also adding controls to these objects through VBA code, building an add-in or a wizard