SUMMARY

• Over 12 Years of Information Technology experience in Software Design, Development, Analysis, Testing and Implementation in ServiceNow platform as both Developer and Administrator.
• About 8+ years of hands on experience in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now).
• End-to-End Development and Customization of Incident/Problem and Change management applications per ITIL processes and policies.
• A ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• 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.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing JavaScript and configuring Workflows to implement additional features, customizations and enable the process flow.
• Insightful, result-driven IT professional with notable success directing a broad range of corporate ITSM initiates while participating & driving planning, analysis and implementation of solution in support of business objective. Excel at providing comprehensive ITSM/ITIL systems analysis and handles to a full lifecycle project management
• Post roll out production Support. Experience of handling Bug Fixes and Enhancement requests.
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.
• Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer module Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.
• Experience in designing User Interface (UI) applications and professional web applications using HTML 4.0/5, XHTML, CSS2/CSS3, JAVASCRIPT, JQUERY, AJAX, JSON AND XML
• Good knowledge of latest version of object oriented JavaScript Libraries like Angular.js, Node.JS, Bootstrap, ExtJS 4.0, Require, Handelbars, and Dojo toolkit.
• Working experience on CSS Background, CSS Positioning, CSS Text, CSS Border, CSS Margin, CSS Padding, CSS Table, Pseudo Classes, Pseudo Elements and CSS Behaviors in CSS.
• Experience in Fixing CSS Cross Browsing Compatibility issue and web application scaling.
• Extensive experience on implementing the AJAX features using JavaScript and jQuery.
• Proficient in developing web page quickly and effectively using, HTML 5, CSS3, JavaScript and JQuery.
• Experience of Web 2.0, JavaScript, JQuery, W3C Standards and working with Responsive Web Design concepts.
• Experience in using various IDE’s, Dreamweaver, Notepad++, Eclipse and Aptana 3.0.
• Worked with version control system like GIT and GITHUB.
• Adaptive to team environment and also has the capability of completing complex tasks independently.
• Capable of learning quickly and delivering solutions as an individual and as part of a team. Self-motivated Team player with excellent interpersonal and communication skills.
• Experience interfacing with stakeholders, System Analysts, Senior Management with excellent communication and interpersonal skills.
• AREAS OF STRENGTH (Process, Tools and Technologies)

TECHNICAL SKILLS

Specialties: ServiceNow (New York, London, Madrid and Kingston)

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX

Scripting Languages: JavaScript, Jelly Script

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: TOAD, SQL*Plus10g/9i

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: UNIX, Linux and Win9x/NT/2K/XP

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint)

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Architect

Responsibilities:

• Worked on the following modules of ServiceNow like incident management, problem management, service catalog, user administration, change management, reporting and discovery.
• Worked on creating MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Managed and lead end to end implementation of Database Level Encryption at rest.
• Managed and lead end to end implementation of ServiceNow ITOM modules, Service mapping, discovery and CMDB.
• Responsible for the implementation of ServiceNow ITOM suite Asset, CMDB, Discovery, Event Management and Service Mapping.
• Managed and lead end to end implementation for replicating tables/records from ServiceNow instance to SQL Server database for reporting using Perspectium Module.
• Designing and defining Asset Management framework and technology, improvising CMDB with Asset attributes and data from various SoR’s. Gathering requirements and defining processes with Process Teams to enable process and technology integrations with Gulfstream’s SAP and disparate Inventory and Asset Management tools. Was leading the single platform initiative with a project manager.
• Worked with Orchestration which enables an IT organization to automate complex tasks on remote computers reliably and quickly, with best practices every time.
• Involved in development of requirement integration components (SSO, LDAP, and SOAP).
• Used Service Mapping to establish relationships between the different infrastructure components that are dependent on each other.
• Developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts.
• Customization of Incident Management Application.
• Worked on data upload and configuration in CMDB and other ITSM modules.
• Configured alerts using CMDB and Event Management, that helped identify infrastructure issues as soon as they occurred
• Strong knowledge in creation of PA reports, updating the OOB indicator which includes service management operations, service strategy, Human resources management.
• Extensive experience in adding fields to the metrics capture of service now Performance Analytics, and also creating roles and groups using dashboards, analytics, time charts.
• Created 45 scripted web services which are used in setting up a robust process for integrating Service Now with a Procurement Tool. Also has an in-depth knowledge about Direct Web Service API of Service now, SOAP and WSDL.
• Extensively worked on Integration with REST GET and POST using basic HTTP Authentication.
• Good knowledge on Single Sign on and event based integrations.
• Strong knowledge in updating visualizations of performance across teams and organizations, and also in establishing service delivery.
• Had good knowledge working on LAN Password Reset and Integrating with other Servers using Orchestration.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change ServiceNow modules.
• Implemented Discovery, Orchestration, CMDB, Performance Analytics, Project Portfolio management, Software and Hardware Asset Management, Service Catalogs, Legal Management Release Management and Scoped Applications for multiple customer accounts.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Have hands on Experience on Integrating ServiceNow with third party tools and Domain separations for the external users to raise incidents in SNOW.
• Responsible for gathering requirements and customizing Business Service Catalogs for organization from the scratch.
• Involved in development of requirement integration components (SSO, LDAP, SOAP)
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.

Confidential

ServiceNow Lead

Responsibilities:

• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment.
• Focused individual, excellent technical leader, team player, team manager and mentor for teams. Hands-on experience in leading at all stages of process & systems development efforts including requirement definition, design, architecture, testing and support outstanding project management frameworks.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created transform maps both automatic field mapping and scripting
• Planning and managing discovery/ assessment activities and defining high-level program/action plans
• Worked on the following modules of ServiceNow like incident management, problem management, service catalog, user administration, change management, reporting and discovery
• Built and designed Orchestration related work flows for highly
• Assist IT personnel in performing ServiceNow Discovery, Cloud Discovery and Service Mapping processes and troubleshooting the errors that arise.
• I was a part of end to end implementation HR of case management which really help the customer to streamline the HR Service Delivery.
• Set the Configuration of HRSM to handle day to day operations.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Involved in developing and administration for Servicenow to provide best Service Delivery requests in the form of workflows, mobile application to all the users
• Experience on working with HRSM, CMDB and Discovery tool, Security operations
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level). Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Communicated Project Requirements, Business issues, Solutions and made recommendation.
• Created Service portal custom application using AngularJS.
• Experience in Configuring Applications using Service-Now tool, used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management
• Development and Implementation of IT operations Management (ITOM).
• Involved in ServiceNow components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, Knowledge Management, Mobility and Service Request Management.
• Created 45 scripted web services which are used in setting up a robust process for integrating Service-Now with a Procurement Tool. Also has an in-depth knowledge about Direct Web Service API of Service now, SOAP and WSDL.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Good knowledge on Single Sign on and event based integrations.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules.
• 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.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Experience in developing Applications, Web Sites using PHP.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management, Performing Quality Assurance Testing and User Acceptance Testing.
• Responsible for preparing design level, Program-level and user-level documentation.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• As a member of Release Engineering group, redefined processes and implemented tools for software builds, patch creation, source control, and release tracking and reporting.
• From my previous work experience on TFS led me to work closely with TFS team in automating the Continuous Integration builds, nightly builds, deployments and unit tests across multiple different environments (DEV, QA, Training, Production) each constituting different types of servers (DB, App, Web) and different number of servers of each type (for load balancing and such) using TFS Build, PowerShell, XML and MS Build, MS Deploy.
• Provided Build Scripts for Database Projects to Deploy DB and populate Test data in DB for various environments
• Create and maintain OS install automation as well as application installation automation using both packaged tools as well as various Windows scripting languages (Power Shell)
• Worked closely with QA Teams, Business Teams, and DBA team and Product Operations teams to identifyQA and UAT cycles release schedule to non-prod and prod environments.

Confidential

Lead ServiceNow Developer

Responsibilities:

• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use,
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules
• 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.
• Users are populated into the system using LDAP integration and worked closely with ServiceNow team and Infrastructure team to facilitate this integration.
• Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Performing quality assurance testing and user acceptance testing.
• Responsible for preparing design level, program-level and user-level documentation.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.