SUMMARY:

• A Qualified IT Professional with 18+ years of IT experience including 10 years of experience as a ServiceNow developer, Implementation specialist, administrator, and architect.
• ServiceNow experience in Implementation, design, development, documentation, deployment, and post - production support following Software Lifecycle using SDLC SCRUM.
• Experience in working on SaaS technology projects; degrees in Computer Science; ITIL certified.
• Highly accomplished and focused Technical consultant with broad experience in providing solutions over ServiceNow Architecture and familiar with Other ITSM applications.
• Good knowledge of CMDB and Asset Management Services, Business Services, and Configuration item relationships.
• Specialized in ITSM, ITOM, and ITBM applications.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Expertise in implementing ITOM and ITSM modules, agentless work in the enterprise using the ServiceNow Instance.
• Developing JavaScript and configuring workflows to implement additional features, customizations and enable the process flow.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements
• Experience on various IT Services of Service Now tool like Incident, Problem, Change, and Service Catalog requests, Service Portals, Report, Gauges and Web Service Integration Along with MID Server.
• Hands on experience in building service catalog from scratch, created some knowledgeable articles, design and develop workflows, reporting
• Functional knowledge and implementation experience of ITSM frameworks.
• Hands on experience in web development using HTML, JavaScript, and CSS.
• Experience in configuration management database (CMDB), System Centre Configuration Manager
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Create, monitor, modify, and publish service catalog workflows with approvals with Single Sign-On integration.
• Expertise working on SaaS (Software as a Service) based tool (ServiceNow), with focus on implementing ITIL processes.
• Expertise with creation and configuration of ServiceNow Applications, Modules, Business Rules, Client Scripts, UI Policies, UI Actions, Workflow engine, notification engine
• Participated at various levels of customization in Incident management and Change Management, Service Request Management applications and Custom-built applications for various clients in different industry segment.
• Experience in Project Portfolio Management and doing the analysis of the portfolios.
• Experience in executing Organization DevOps methodology in different situations of LINUX and Windows servers alongside adopting cloud procedures based on Amazon Web Services.
• Experience in Configuring Inbound/Outbound in AWS security groups and AWS Lambda, Elastic IP, MFA.
• Experience of working with AZURE monitoring, Data Factory, Traffic Manager, service bus and key vault.
• Used Kubernetes to orchestrate the deployment, scaling and management of Docker Containers.
• Hands on experience on AZURE storage, SQL AZURE, Microsoft AZURE cloud services, storage accounts and virtual networks. Managed AD and IAM roles using IAC for both AWS and AZURE.
• Experienced in deployment, configuration and support of pivotal container services on VMware and google cloud platform. Setting up GCP firewalls rules to allow or to deny traffic on the instances.
• Experience in Build automation tools like Jenkins, Ant, Maven, and Bamboo.
• Excellent Organizer with solid planning and high commitment, result oriented and interested to learn new technologies.
• Self-starter with effective organizational skills combined with attention to details and Business process improvements.

TECHNICAL SKILLS:

ServiceNow: ITSM ITAM, ITOM, ITBM, Service Portal, GRC, SecOps

Programming: C, Java, SQL, Unix

Web Technologies: HTML, CSS, JavaScript, Soap/Rest API s, Angular JS

Database: Microsoft SQL Server, Oracle, MySQL

Other Technologies: Agile, Scrum, Design Patterns, ITIL, CSP, MVC, MapReduce, Android, SSH

Applications/Tools: Eclipse, ServiceNow, QTP, Crystal Reports, Android Studio, SQL Developer, Microsoft Visual Studio, MS Office

EXPERIENCE:

Confidential

Sr. ServiceNow ITOM Developer/Architect

Responsibilities:

• Recommend strategic initiatives consistent with the platform vision to move the platform forward
• Design ServiceNow integrations and work with ServiceNow, business partners and technical teams, including offshore for smooth implementation.
• Influence and consult on Confidential, cons and risks to business partners on technical decisions during enhancement and project delivery.
• Serve as administrator and platform support resource.
• Work with Internal Controls, audit support teams, testing and Validation teams when demands, meet SOX/GxP regulation/validation and change management requirement.
• Support ServiceNow implementation projects for entire system lifecycle.
• Research and apply available ServiceNow hotfixes, patches and upgrades while ensuring configurations and customizations function as expected. Work with business partners to plan timelines, testing and communication of these tasks.
• Provide end user technical and functional support for the ServiceNow platform by working with team of internal and external developers ensuring appropriate standards are followed.
• Support, advise and coordinate with the workload of the off-shore technical team on implementation projects, enhancements, production support and maintenance activities.
• Perform day to day support, administration and maintenance of the ServiceNow Platform
• 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.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Created UI Pages, Macros for CMS using Angular JS, HTML and CSS.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Involved in Upgrading from Orlando to Paris .
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Collaborated with GRC Team on development of GRC solution.
• Implementing, configuring, on boarding and administrating GRC plugins.
• Installed Business Objects Application Server in both development and production server.
• Created Asset Manager Reports in Info view according to the business requirements.
• Installed Asset Manager Application Server.
• Worked on ServiceNow ITOM Business development, building ServiceNow ITOM practice and competency (Discovery, CMDB, Service Mapping, Event Management).
• Configured Event Management (ITOM) by configuring connector Instances and connector definitions.
• Populating the CIs (Configuration Items) and configuring the CI relations in CMDB.
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Imported data into CMDB using Transform Maps and build relationships mainly for CI’s which are not in scope of discovery.
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Experience working with email notifications, inbound actions, reports, gauges, and home pages.
• Supported the development and maintenance of ITAM operational and financial metrics and Established support models required to achieve them.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Involved in creating scorecards from Service Now CMDB.
• Responsible for gathering requirements and customizing Business Service Catalogs for the organization from the scratch.
• Developed UI Appearance for Service Catalog Requests.
• Created Knowledge articles to document the steps in creating the Catalog items.
• Worked on Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts. Also worked on demands in the PPM module.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Created portfolio in PPM module to measure the progress of several projects at the same time and to create multi-project reports for analysis.
• Using Service Watch to debug knowledge base creation & maintenance of knowledge application
• Check on probes using discovery log form, change discovery source name and examine the status of current discovery
• Thoroughly monitor the Top-down Approach of service mapping documentations
• Implemented Service mapping for several business services on collaboration with various teams such as network, server, database, security and application teams along with the business owners.
• Customized some of the Out of the box Patterns dynamically in order to parse the configuration file and complete the service map of the business services.
• Configured rules and did event tracking using the Event Management.
• Created dashboards and worked on monitoring, analysis and remediation of alerts using Event Management.
• Managed platform tool by performing quarterly system upgrades and resolving system configuration errors that were reported by business users.

Confidential

Senior ServiceNow ITOM Developer/Architect

Responsibilities:

• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created reports, Workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Built Service Portal, Employee Self Service portal, ESS Pages.
• Developed Custom widgets for Reports and Catalogs in Service Portal.
• Linking the pages, deploying the custom pages from other platforms in portal.
• Provided a custom design for portal that allowed the team to dynamically update the content.
• Used Angular JS and Jelly scripts for developed UI Macros.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Developed Integration with System Center Configuration Manager (SCCM).
• Performing integrations and process automations using ServiceNow Orchestration or other mechanisms.
• Worked on the internal portal for accessing all the business services by using Service Now
• Content Management Application.
• Configure MID Servers on local Windows servers for Service Now Integrations and Discovery
• Application.
• Individually implemented Discovery Application for populating CMDB.
• Migrate the update sets to Production and handle Release Management activities.
• Implement and optimize Configuration Management Database (CMDB) in Service now.
• Involved in Upgrading from Istanbul to Jakarta.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Deploying MID Servers for discovery application, Defining and executing the Discovery schedules frequently and validating the results.
• Deployed ServiceNow MID servers and developed PowerShell scripts to build ServiceNow Orchestration activities.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Maintain Single Sign-On integration.
• Loads, manipulates and maintains data between Service-Now and other systems.
• Expert in JavaScript and prototype scripting used in Service-Now
• Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer module Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.
• Has been part of end user self-service portal management.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue.
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts.
• Imported Active Directory to Service now using data sources.
• Build reports, gauges, and home pages.
• Create and use update sets to move customizations between systems.
• Worked on demand management.
• Created various portfolios and monitored the analysis of these portfolios.
• Worked on various portfolio dashboards.

Confidential, Houston, TX

ServiceNow Developer

Responsibilities:

• Working with client and functional requirements within Service-Now.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company's technical operations.
• Data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Creation of different Parent Categories, Categories, Sub categories, Catalog Items, Variables, Variable sets and all other necessary things required for implementation.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Managed users, groups and roles.
• Service Catalog and Request Workflow Design and Configuration.
• Created Table, fields and Links, User Rights, Functional Rights, Roles and Profiles.
• Created workflows, wizards and scripts, Software Counters.
• Generated reports using crystal reports.
• Installed Business Objects Application Server.
• Reported Migration from Test server to Production Server.
• Installed Connect IT Application Server.
• Uploaded Assets.
• Created and Managed Portfolio items and workflows.
• Activities in Service Manager:
• Conducted workshop on Service Manager to effectively use ITIL Process in customer's environment.
• Implemented Interaction on Incident problem & Change management modules.
• Imported contacts from LDAP.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Involved in LDAP integration with Service-Now for obtaining users and groups.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Worked on the things relating to ServiceNow Discovery, Automation, CMDB population, Security & roles
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Involved in redesigning the workflows using Service-Now workflow editor.
• Involved in reconciliation of complicated workflows to simpler form.
• Creating the UI pages to use them in catalog items using the UI Scripts.
• 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, Arlington Heights, IL

ServiceNow Developer/Admin

Responsibilities:

• Designed and implemented new functionality using UI Policies and Data Policy
• Assisted in creating as well as modifying Service Catalog and Workflow Designs
• Designed the Content Management System for CSS and Service Catalog work
• Created workflows for Incident Management, Change
• Management, Service Requests and SLA's
• Configured a process for Knowledge management, and worked on the knowledge Centred Support (KCS)
• Configured LDAP Server and Listener for updating user and group table record
• Created users, groups and roles and loaded the data in SNOW objects importing sets on daily/ weekly/ monthly/on request basis
• Helped gather requirements from Business and create technical & functional specification documents
• Implemented, customized and maintained ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, & CMDB
• Extensively worked client scripts and UI policies
• Integrated SNOW with Oracle SOA Web services
• Created and configured SLAs as per the requirement
• Designed User Interface for Catalog Design
• Used SOAP Messages and REST to communicate with external web services
• Used import set tables to import Configuration Items (CI) from third party applications
• Customized the forms for Incident, Change and Problem Management
• Centralized information by populating CMDB with the data of IT assets imported into the system
• Responsible for the identification, acceptance, storage and withdrawal of all supported CIs
• Responsible for ensuring that all the CIs are registered, correct and up to date

Confidential, Houston, TX

Web Developer/Designer

Responsibilities:

• Maintain, suggest and improve web user interface features and functionality
• Recommend web site improvements. Assisting in researching, troubleshooting, resolving, and documenting technical problems.
• Install and update Word Press plugins.
• Create landing pages and custom Word Press pages using HTML, CSS/Bootstrap, Jquery and PHP.
• Generate Google Analytics reports for management.
• Create daily and weekly newsletters in Eloqua Marketing Cloud.
• Perform QA testing of newsletters across e-mail clients.
• Design and Development of PHP/SQL based Ad Manager system for the Sales Department.
• Design, develop and maintain multiple company’s web applications.
• Route and create REST API
• Construct web application and create reusable components using REACT.JS.
• Front-end web developer responsible for working with clients to build new WordPress sites and maintain or revamp existing ones.
• Implemented responsive design to previously static webpages.
• Intuitive website design adhered to clients’ needs while ensuring an excellent user experience through research, prototyping and clear communication.
• Hand-coded responsive websites utilizing responsive design, Bootstrap and Adobe Creative Suite.
• Designed websites with wireframes and visual sitemaps.
• Proficient in writing Services, Directives and Controllers in Angular JS.
• Expertise in developing, deploying, porting and debugging application for Android & IOS mobile development and also in web / software development
• Expertise in using Angular UI Bootstrap for rich user interface.
• Expertise in developing, deploying, porting and debugging application for Android & IOS mobile development and also in web / software development.
• Diverse experience in mobile software development, web solutions and desktop software.
• Hands on experience developing reusable components using Object Oriented Techniques.
• Expert working knowledge of Microsoft Ajax Libraries, Ajax Control Tool Kit.
• Excellent working knowledge in developing data access using XML Applications, XML Schema, XSLT/XPATH & Web Services.
• Ability to take and give directions, instructions and provide assistance through completion of tasks.
• Ability to work under minimal supervision, adhere to deadlines, excellent verbal and communication skills.

Confidential, Lewisville, TX

Junior Web Developer

Responsibilities:

• Work with Agile Software Development
• Refactored old content code-base
• Created clear and concise style guide for future content created by marketing and sales
• Created a web application in NodeJS that requires Authentication
• Before being allowed access to the Web Application.
• Used best practices of writing clean, readable and maintainable code for both frontend and backend
• Maintained and improved existing code
• Worked with an enterprise-level CMS