SUMMARY

• A Qualified IT Professional around 5 years of IT experience with 3+ years of experience as a ServiceNow Admin/Developer with extensive experience on Technical implementation of various ServiceNow modules
• Followed, implemented and championed best - practices of ServiceNow in developing and customizing Business Rules, Scripting (Includes UI Policies, Catalog Client Scripts)
• Experienced developing ServiceNow applications from business requirements and technical design documents.
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Created knowledge articles to document steps in creating Catalog items.
• Experience working in ServiceNow versions Geneva, Helsinki, Istanbul and Jakarta
• Service Catalog, Change, Request, Problem, CMDB Knowledge.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with Customer/Client.
• Strong hands-on experience and intense knowledge of ITIL processes such as Change management, Incident management, Problem Management, Service Request Management, and Service Catalog maintenance.
• Experience in configuration of Import Sets, Transform map and Data Sources
• Expertise in writing, debugging, and optimizing the performance of client scripts, catalog client scripts and UI Policies.
• Built ServiceNow forms from scratch along with advance customizations at the level of UI Marcos/ UI pages as per requirements.
• Knowledge on CMDB and Asset Management Services: Business Services, Service offering and Configuration Item relationships.
• Sound Knowledge in using Glide Scripting for creating UI Actions and business rules.
• Experience in the creation and modification of Workflows according to new business requirements.
• Strong technical understanding of numerous technologies and domains including service management tools and systems and quality assurance in various programming environments.
• Strong analytical, presentation, and problem-solving skills with emphasis on individual

TECHNICAL SKILLS

Ticketing tools: Service Now (Service Catalog configuration, Incident ManagementProblem Management, Change Management, Knowledge Management), Manage Now, SharePoint

Programming Skills: Core java, SQL

Operating Systems: Windows XP, MAC OS

Microsoft Tools: MS Office (Excel, Word, (Visio PowerPoint)

Scripting Technologies: JavaScript, HTML, DHTML

PROFESSIONAL EXPERIENCE

Confidential, Houston, TX

ServiceNow CMDB Admin

Responsibilities:

• Identified Configuration Management data sources and recommend those that best meet CMDB requirements
• Ensured integrity of IT Asset Management CMDB Data and integrations with the IT Asset Discovery Tools
• Ensured that CMDB data is available and reliable to support other ITSM processes (Change, Incident, Problem, etc.)
• Prepared documentation for CI data models, process workflows, and training for all necessary business stakeholders
• Design, define and deploy compliance, trend analysis and performance reports on current CIs and their status
• Performed data imports, custom scripting and facilitating roll out of new applications and modules
• Work with team members and across IT and the business organization to elicit and define requirements for IT Service Management capabilities within ServiceNow.
• Assess feasibility and impacts of new business requirements, design appropriate solutions and recommend alternative approaches when necessary.
• Implemented and worked on Data Certification Module in Service Now ensuring Data accuracy within CMDB.
• Worked on Data import and Transform Maps ServiceNow Security including ACLs, Roles

Environment: Kingston Release of ServiceNow tool ( Incident, Problem, CMDBDiscovery), HTTP, FTPS.

Confidential, Seattle, WA

ServiceNow Admin/Developer

Responsibilities:

• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Service Catalog, Configuration Management.
• Service Catalog and Request Workflow Design and Configuration
• Gathered requirements using Agile/Scrum SDLC process
• Facilitated and supported development and testing phases
• Customized ServiceNow applications and facilitate rollout of new applications and modules and configure Application UI and Configure Workflow
• Ensured all operational services are defined and recorded within the Service Catalog or appropriate system of record.
• Ensured all information within the Service Catalog is accurate and up to date
• Managed relations with other process management teams to provide a consistent delivery framework
• Designed Creation, updating, and maintaining Service Catalog entries for applicable services
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management
• 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 gathering requirements and customizing Business Service Catalogs from the scratch.
• Defined and managed KPIs through process compliance, dashboards and vendor engagement
• Owned the technical day-to-day operations and innovation of Enterprise Incident Management
• Managed the identification, resolution and escalation of ServiceNow related issues and risks.
• Provided support for workflow design and configuration efforts
• Worked on managing 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.

Environment: Istanbul and Jakarta Release of ServiceNow tool (Incident, ProblemService Catalog), HTTP, FTPS.

Confidential, Houston, TX

Service Now Admin

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.
• Experienced in implementing intensive manual reporting within the base ServiceNow system, in bringing the best product for current and future analytics.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, Service Catalog items.
• 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.
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Created and used update sets to move customizations between systems.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per business needs.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Managed Users, Groups and Roles
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Created workflow activities and approvals
• Implemented new workflows that use a variety of activities to understand how records are generated from workflows
• Develops and improves user systems procedures, and prepares systems documentation.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.

Environment: ServiceNow, HTML, XML, CSS, Windows.

Confidential

Junior SQL Developer

Responsibilities:

• Developed, implemented and maintained enterprise business information systems.
• Documented and maintained database system specifications, diagrams, and connectivity charts.
• Created files, views, tables and data sets to support Sales Operations
• Derived and documented process application business rules
• Created process logging and new monitoring tools, integrity reports, and mapping tools.
• Worked on support tickets, maintenance tasks and assigned projects at discretion of the Reporting Coordinator
• Database administration including performance monitoring, access management and storage management