SUMMARY

• A Qualified IT Professional with five years of experience on ServiceNow Platform with more than three years of experience as a ServiceNow Developer. Also having strong knowledge in ITSM, ITOM, ITBM applications administration and tech support.
• As a ServiceNow Certified System Administrator and Application Developer, having valuable experience in end to end ServiceNow implementation and integrations.
• Having good knowledge in leveraging the IT Service Management framework for Incident, Problem, Change, Demand, Idea, Facilities, HR and Asset Management processes and ServiceNow best practices.
• Catalogs, HR and Asset Management processes and ServiceNow best practices.
• Worked on ServiceNow Discovery tool to identify IP - enabled configuration items (CIs), map their dependencies, and populate them in the CMDB
• Worked on Self Service Portal Customization by using pages, navigation menus, Widgets, HTML, CSS and Angular JS.
• Familiar with different ServiceNow releases Helsinki, Istanbul, Jakarta, Kingston, London, Madrid and New York,
• Strong ability to adjust quickly to shifting priorities, make quick decisions, and work effectively with peers to create a positive working environment.
• Performing Business evaluation process test on all the new products before sending to clients.
• Identified and eliminated recurring issues by leading root cause analysis and multiple continuous improvement initiatives.
• Hands on experience in creating Users, Roles, User Groups and ACL’s.
• Involved in design, development, administration and deployment of ServiceNow.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Loaded external data using Import Sets and Transform maps. Migrated Update sets between System Environments.
• Experienced in creating and working on Business Rules, Script Includes, Client Scripts, UI Policies, UI Pages, Events, Notifications and Surveys.

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer

Responsibilities:

• Implementation, Customization and Maintenance of ITSM & ITOM modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Hands on experience in creating Users, roles and User Groups.
• Hands on experience in obtaining requirements from Business Users and documenting the Business Requirements.
• Well versed with Scrum and Agile methodology.
• Experience on UI Actions/ UI Policy/ Access Control Lists /Email Notifications for Incident analysis.
• Experience in CMDB, Discovery and integration with other external modules.
• Coordinated ServiceNow environment/form back-end customizations.
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their dependencies, and populate them in the CMDB.
• Maintaining CMDB and Discovery schedules.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a job.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Direct all Incident Management functions in 100% alignment with Standard Operating Procedures (SOP) and processes for the ITIL service operation framework.
• Designed and configured the Incident, Problem and Change Management applications supporting ITIL and business processes.
• Created transform maps for importing CMDB data.
• Responsible for the general support, administration, and maintenance of the ServiceNow platform and associated applications.
• Created, monitored, modified, and published workflows with approvals.
• Partner cross-functionally dispatching on-call engineers, facilitating communication, and engaging with both internal and external teams to resolve events.
• Escalates identified system breakdowns to necessary support teams to decrease outage downtime.
• Consistently met critical deadlines in high-pressure environments by providing the coaching, mentoring, and leadership necessary to streamline troubleshooting and remediation efforts.

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Creating UI Policies, UI Actions, Data Policies and investigate performance issues and necessary troubleshoots are done for performance purpose.
• Customized UI Appearance for Incident, Problem, Change and Project Management Application, which is simple, intuitive and easy to use.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Developing the UI actions to use them in catalog items, implemented using UI scripts.
• Identified and developed quality management plans, test scenarios, and test scripts for user acceptance based on system requirements.
• Maintaining service level agreement (SLA) and monitoring an SLA workflow.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Escalates identified system breakdowns to necessary support teams to decrease outage downtime.
• Provides communication of all major incidents to Senior Management with expectations of resolution.
• Configuring Permission Roles and Access Rights to the support staff.
• Configuring Auto assignment for Change Assignments.
• Approval process Configuration.
• Organizes and tracks attendance of require Bridge Calls and all Reconvenes.
• Provided recommendations on setting urgency and priority while determining business impact.
• Fully documents all actions taken from the start to end of an incident.
• Take the lead in Quality Assurance (QA) initiatives, including identifying and developing solutions to reoccurring issues with tools, processes, and partnerships.
• Continually monitor compliance and attainment of Key Performance Indicators (KPI) to track escalations and maintain alignment to Service Level Agreements (SLA).
• Leverage a best-in-class knowledge, understanding, and application of ITIL concepts to improve Major Incident Management; engage with technical and non-technical audiences effectively.
• Established next steps for Root cause analysis.

Confidential

Technical Specialist

Responsibilities:

• Maintaining and solving the daily Incident coming from clients and internal users.
• Maintained the Configuration Items and modified the incident forms.
• Identified and developed quality management plans, test scenarios, and test scripts for user acceptance based on system requirements.
• Maintaining service level agreement (SLA) and monitoring an SLA workflow.
• Involved in requirements Design, Development, and System Testing.
• Developed and maintained spreadsheets for effective management of problem management tickets.
• Records monitors and tracks changes incidents and outages that may impact Customers.
• Manages incident bridge calls driving high-level outages to resolution to increase customer
• Planned and led weekly meetings with team to discuss OSS related tickets; managed the on-call schedule for the team including ServiceNow administrator.
• Where incidents cannot be resolved by the Service Desk, manage and progress the incident through its lifecycle to resolution. This will involve liaising with various internal departments.
• Ensure customer satisfaction by providing regular pro-active updates and meeting their contractual SLA’s.
• Be vigilant for possible fraudulent activity and if necessary, raise a security incident report.
• A keen Analyst and Team Player with thorough understanding of all aspects of the Networking from understanding client requirements through direct client interaction, translating them into technical specifications and driving their execution.
• Attending all the weekly meetings with team to discuss urgent and priority tickets and managed the on-call schedule for the team including ServiceNow administrator tasks.