SUMMARY

• Insightful 7 years of experience in ITSM with result - driven IT professional with notable success directing a broad range of corporate ITSM initiates while participating in planning, analysis and implementation of solution in support of business objective.
• Excel at providing comprehensive ITSM/ITIL systems analysis and full lifecycle project Management. Hands-on experience leading all stages of systems development efforts including Requirement definition, design, architecture, testing and support outstanding project and program leader; able to co-ordinate and direct all phases of project-based efforts while managing, motivating and guiding team.
• Strong Mentor and coach, skilled by inspiring confidence, leading by example and building loyal, high performance teams.
• Very proficient in identification of skill levels of team and delegation of work based on that to fully utilize the team potential.
• Excellent knowledge in Development, implementation and administration of ServiceNow and Remedy.
• ServiceNow experience in Implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC SCRUM.
• Developed JavaScript and configured workflows to implement additional features, customizations and enable the process flow.
• Extensively worked with Kingston, Istanbul, Jakarta releases of SERVICENOW, experienced on Jelly Scripts/Java Scripts, Dashboards and HR Case Management etc.
• 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.
• Hands on experience in creating the custom Applications, Modules, Security in ServiceNow.
• Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts.
• Experience in Email integration, LDAP integration, External Web services Integration (both SOAP based and REST based).
• Experience in working on the ITIL Process modules like Service Desk, Incident, Problem, Change Management, Release Management, Service Request, Knowledge Management and Reporting.
• Implemented Incident Resolution Workflow plugins to bring Incident Management workflow into better alignment.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements.
• Excellent experience in ServiceNow Administration and Day to Day Production support.
• Intermediate knowledge in CMDB, Configuration, Asset Management and DISCOVERY tool.
• Strong experience with Angular JS, Compass CSS Framework, Bootstrap, Confidential and worked with Scripted Web services, Script Includes.
• Hands on experience in web development using HTML, JavaScript, Jelly and CSS.
• Customization and Enhancements of latest Servicenow modules like HR Case Management, Project Portfolio Management, Performance Analytics, Service watch, Time card module and On Call scheduling modules.
• Expertise in Business requirements in any modules of Servicenow. Always ready with Requirement / Data collection templates for Incidents, problems, SLA's, CMDB, Software Asset management, Hardware Asset management etc.

TECHNICAL SKILLS

Java Technologies: JSP, AJAX, Web-Services, Servlets, and JDK

Scripting: JavaScript, Jellyscripting, AngularJS, Shell Script.

Methodologies: SDLC, Agile-Scrum, Waterfall

Databases: Oracle, SQL Server

OS: Windows, UNIX, Linux, SunSolaris.

Servicenow Applications: Incident Management, Problem Management, Change Management, CMDB, Asset Management, Project Portfolio Suite, Knowledge Management, Service CatalogPortal Design, Catalog configuration

Web Technologies: HTML, JavaScript, Glide script, CSS, XML

Servicenow Versions: Paris,Quebec,London,Kingston, Jakarta, Istanbul, Helsinki, Geneva and Fuji

OOB Technicalities: UI Macros, Business Scripts, Client Scripts, UI Scripts, UI Actions, Ajax Scripts, UI Policies, Script Includes, Access Control Lists (ACL),SOAP and REST API

PROFESSIONAL EXPERIENCE

Confidential - Buffalo, NY

ServiceNow Developer/Admin

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, PPS, Service Catalog, Confidential, Discovery CMDB in ServiceNow
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Implemented Single Sign On (SSO) using SAML 2.0
• Experience in user provisioning using ServiceNow Orchestration in Microsoft Active Directory
• Worked on change management module by enhancing the tool to the stakeholders
• Created SOAP and REST messages to communicate with - BMC Remedy, Tally and Salesforce
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
• Set up Discovery Module to load Configuration Items and Relationships and CRM Active Directory into Service Now
• Created inbound Scripted Web Services and script includes methods
• Implemented the Human Resources Service Management in ServiceNow.
• Worked on HR Case Management, HR Tasks, HR Knowledge and policies articles
• Loaded Configuration Items and relationships from excel files into service now using import sets and transform maps.
• Created suggested relationships for configuration items in CMDB.
• Created Asset Modal Categories and Asset Modals to relate Configuration items to Assets. Worked on various Asset Management Modules.
• Created various workflows for retirement of Assets.
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables.
• Involved in ServiceNow integrations using web services, MID Servers, Data Sources, LDAP Servers and import sets.
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Web development experience Using AngularJS, JavaScript in developing dynamic websites with emphasis on Service Portal.
• Worked on Troubleshooting errors/issues between the teams, as the Ebonding was unidirectional and had to communicate error handling.
• Actively involved in end user portal design, and also on the ongoing support and maintenance using Service Portal application Service Now.
• Configured Orchestration for management of datacenter assets and extended built-in orchestration activities (ex: password reset)
• Used ServiceNow Orchestration to automate business processes and speedup new employee onboarding.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Hands-on experience with development of ATF scripts to test Service Portal, REST and SOAP API’s.
• Experience in working with workflow editor to tailor existing ITIL workflows according to customer requirements.
• Worked in Architectural Design, Developing, Customizing Service Portal by Creating/Updating Widgets and pages in Service Portal. Designed Service Portal by splitting them to multiple Phases for providing Better user experiences each phase.

Confidential - Hartford, CT.

ServiceNow Admin/Developer

Responsibilities:

• Documented requirements and created use-cases based on the gathered requirements.
• Created functional and technical specifications documents for various ServiceNow modules.
• Created various ServiceNow applications, modules, and tables as per requirements
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions.
• Created server-side scripts and client-side scripts, script includes, scripted Web Services.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem,
• Knowledge, Service Catalog and CMDB.
• Greatly involved in Incident Management Process like identifying, logging, categorizing and prioritization Incidents.
• Worked on Prioritizing of Incidents by Impact, Urgency and Priority.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Integrated with Remedy using Web Services and File Import Sets.
• Loaded Catalog Items into Service Now from Remedy.
• Created Record Producers, Order Guides and Catalog Client Scripts and Workflows.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come cloning.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Extensively worked on CMDB, Configuration Items, CI relations and Mid Server.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Configured multiple Catalog Items Front-end web /GUI components using JavaScript, CSS and HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stakeholders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Pulling reports and scheduling the reports as per the client requirement.
• Created database views to pull the reports on variables that are used by catalog items.
• Created the UI pages to use them in catalog items implemented using UI scripts.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Involved in project planning activities for various upgrade and migration projects.
• Created Sites, Pages, Templates, Content Blocks and Navigation Menus in Confidential and built pages using Jelly Scripting.
• Service catalog development which includes workflows designing, creating new catalog items, and execution plans
• Created many scripts which includes, Business rules (server side code) and also modified OOB
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Worked on internal portal for accessing all the business services by using ServiceNow Content Management Application.

Confidential - Washington, DC

ServiceNow Developer/Admin

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Worked on loading the data into Service-Now using import sets
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Worked on various modules of ServiceNow like incident management, change management, problem management, service catalog, user administration, reporting and discovery.
• Created various front-end forms and associated Client Scripts, UI policies including advanced customizations that require modification of UI pages/macros.
• Good understanding in gathering Systems Requirements Analysis, Design, Coding, Testing, Implementation, Documentation, Orchestration, developing workflow customizations, and third party integration for ServiceNow platform.
• Orchestrate user’s access to Databases using Orchestration.
• Designed and developed technical methodologies under the ServiceNow platform.
• Loaded external data using Import Sets and Transform maps.z
• Migrated Update sets between System Environments.
• Developed additional notifications and supporting workflow to send additional data and attachments
• Configuration/Customization of the ServiceNow system, including creating workflows.
• Build service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Good experience in developing workflows and in customizing the applications in Servicenowusing Java script, Jelly, XML and HTML.
• Created reports using Business Objects functionality like slice and dice, drill down, cross tab, master detail tables and formulas, etc.
• Created complex reportsby linking data from multiple data providers, using free hand SQL and functionalities like Combined Queries
• Worked on Content Management System and created end to end websites
• Worked on CMDB and Asset management and Created Transform maps for importing CMDB data.
• Extensively worked on CMDB and set up mid servers as per the requirements.
• Responsible for the creation of MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.
• Populated the CIs (Configuration Items) and configured the CI relations in CMDB
• Configured multiple forms for Asset module using Configuration Management Database.
• Created metric reports, scheduled reports and integrated them with the third party.
• Enhanced the existing LDAP integration and modified business rules.

Confidential - Pittsburg, PA

ServiceNow Developer/ Administrator

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Configuring system, workflows and worked on Orchestration to automate the top and frequently used service requests.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, ServiceCatalog, ServiceWatch, Mapping, CMDB in ServiceNow.
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies
• Integration of ServiceNow with Oracle SOA WebServices, Dynatrace.
• Involved in creating and configuring the SLAs as per the requirement.
• Designed User Interface for Catalog Design and worked Catalog Designer.
• Communicated with external web services using SOAP Messages and REST.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Loaded assets into SNOW from third party system using Web Services and Import Sets.
• Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML.
• Created Universes by defining connections and retrieving data from database.
• Created New Classes and User Objects in designing the universes.
• Used Designer as a part of Universe Development for Defining the Parameters of Universe, Inserting the table, making Joins, Resolving Loop's, Creating Classes, and Objects.
• Configured multiple Catalog Items Front-end web/ GUI components using Script, CSS3and HTML5.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking Active Directory and users table.
• Writing Catalog client scripts and UI policies to make client-side changes.
• Creating the UI pages to use them in catalog items using the UI Scripts
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Worked on upgrading of Servicenow platform & ITSM modules from Fuji to Helsinki.
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.

Confidential - Foster City, CA

ServiceNow Developer/ Administrator

Responsibilities:

• 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
• Developed new user interface for Help Desk Team.
• 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.
• Performing quality assurance testing and user acceptance testing.
• Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change Service Now modules.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.
• Responsible for preparing design level, program-level and user-level documentation.
• Creation of Ordered Guides.
• 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
• Created Procedure guidelines used in supporting Technology and Application issues.
• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and Business processes.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items and Service catalog items.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Responsible for maintaining and growing data held within ServiceNow such as our users, locations, configuration items, service catalog items.
• Re-designed workflows using workflow editor, reconciled complicated workflows to simpler form JavaScript, XML, HTML5, JQuery, and DISCOVERY.
• Application UI Configuration.
• Development of requirement integration components (SSO, LDAP, SOAP).
• Converted the ServiceCatalog into a fully functional website using Content Management module.
• Design and Configuration of workflows
• Configuration of Email Notification to alert users on ServiceNow activities.

Confidential - Columbus, OH

ServiceNow Developer/ Administrator

Responsibilities:

• ServiceNow Client Script, Server Script, UI Polices, UI Actions.
• Developed Custom UI pages, Home pages Dashboard.
• Developed Custom tools for ServiceNow integrated with third Party like SFDC, SFTP clients Server
• Developed tool named Report Migrate via FTP using MID server.
• Attachment creator Web service, sending attachments to MID server or polling thousands of Attachments to ServiceNow while migration of projects.
• Polling data from SQL server using integration. (JDBC approach).
• Worked on Integration of jQuery & BootStrap3 with UI pages (Eureka)
• Develop custom UI Page using HTML5, JavaScript frameworks.
• Data Import Sets, transformation scripts.
• Usage of Glide Packages. Integrations via MID server.
• User management (Role Delegation, Security, ACL)
• Glide Packages API’s.
• Service Catalog.
• Workflow Configuration.
• Application & Module creation.
• Development of required client specific reporting using frameworks
• I have been a key team player and an individual contributor in design and Development of many successful solutions for e.g. implementation of Change Management, Custom Approvals, Integrations with other system