SUMMARY

• 11 years of experience in the IT Industry with more than 5 years of experience as a ServiceNow Developer and Administrator.
• Certified ServiceNow Administrator.
• Micro certified in Flow Designer, Virtual Agent, Performance Analytics, Discovery
• Experience in requirement gathering, designing, development of ServiceNow modules, integrations for enhancements and defects
• Extensive experience with Configuring, Customizing and Implementing different modules in ServiceNow.
• Experience in Domain Separation Instance (Development in Confidential, Confidential ).
• Implemented third party application integrations with JIRA, Salesforce, OSS, Semaphore, IMACD using Web Services, Inbound Email actions and Company provided update sets.
• Experience in integrating two ServiceNow instances using Web Services to maintain sync in the Incident module, Confidential orders.
• Experience writing Custom Scripts in Transform Maps to import and transfer data in required manner format and period.
• Extensive Knowledge in implementation of custom Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scriptsin ServiceNow.
• Implemented SSO and Multi - Provider Single Sign-on for user authentication.
• Involved in fixing Front-End issues for Service Portal.
• Experience in Creating and Customizing widgets in Service Portals as per Business requirements.
• Actively used XML documents and transform maps to transfer data from different sources to Service Now tables.
• Expertise on defining workflows in Service Catalog items, Approvals and Catalog tasks in ServiceNow.
• Expertise in customizing the form design and form layout for various on the ITIL Process Configuration like Incident, Change and Problem management in ServiceNow.
• Automated tasks using flow designer like Users creation, Group Creation, Adding roles, via catalog requests,Post clone activities
• Developed workflows to automate Oracle DB creation, DB deletion, Refresh, Windows active directory users add,remove using Servicenow Orchestration
• Work effectively with others in a team environment.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning. Possess excellent communication, project management, documentation, and interpersonal skills.
• Automated repeated tasks to reduce manual efforts and optimize resource utilization effectively

TECHNICAL SKILLS

Operating Systems: Windows XP, 7, 8, 10, RHEL, Ubuntu, Suse Linux

Programming Languages: C, C++, Java Script.

Scripting Languages: HTML 5, CSS, XHTML.

Databases: Oracle, MySQL.

Frameworks: JDBC

SDLC Methodology: Agile (SCRUM).

PROFESSIONAL EXPERIENCE

Confidential, Boston

ServiceNow Developer

Responsibilities:

• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Designing, configuring and customizing ServiceNowplatform to implement the following modules: Incident Management, Problem Management, Service Request Management Change Management, Asset Management, Service Catalog, Custom reporting.
• Create, monitor, modify, and publish service Catalog workflows with approvals.
• Planning and execution of release deployments among instances and deploying updatesets
• Worked on order guides for Service catalog, to arrange them in sequential order to make the user comfortable while raising a request.
• Configured notifications, and implemented inbound email actions.
• Created complex Business Rules, Security Rules and UI Actions.
• Given demos on Flow designer, Virtual Agent, CSM module
• Customizations for Request approval and Reset approval which will create approval again, cancel existed approval

Confidential

ServiceNow Developer

Responsibilities:

• Interacting with Business Process owners and understanding the functional requirements and preparation of technical documents.
• Improved performance for Confidential orders by placing a queue to process orders based on priority. Confidential orders will be processed via OSS application integration which create RITM, Assets, PO, Models
• Redefined all onboarding catalog items and its workflows, routing rule conditions and its contacts, RITM work notes filters, error logs, assets add/remove from related tabs based on catalog task state, catalog task notifications and mandatory fields on closing catalog tasks with type individual and group tasks
• Creating new catalog variables and updating its value for existed records via fix script by catalog SC Item option, Item option Mtom
• Adding logs in work note whenever there is an error/information about assets which are not eligible as per catalog request requirements. Hide/show related list UI actions
• Catalog request to submit and get report via mail and attached to its RITM
• Asset state transitions only against Asset validate state transition table via RITM
• Auto resolve incident for Product Models which are created via PMASTER application integration when “Validation count” threshold reached and its validation configuration.
• Access restring based on role, application, domain to forms, assets and catalog requests, UI action, related lists, making fields read only
• Worked on many improvements for Asset form with reference RITM, Confidential order, service entitlements, work routing rules based on asset location. Assets improvements like it should be its own child
• Update Case Location Timestamps as per Service Location time Zones on SLA Start, Stop, Breach time
• UI Actions for Request approval and Reset approval which will create approval again, cancel existed approvals
• Created Lease extension, contracts, disposal customizations for Asset form
• Worked on UI actions of locations to make it valid and get details of locations
• Configured role-based access to domain records
• Form customizations with Tiny-MCE editor for striking words, Paragraph
• Worked on Model term calculations based on Service offerings, entitlements
• Worked on notifications and its customizations across workflows, CSM module, catalog items like subject with company, conditions when and whom to send, email templates, scripts
• Documentation of ServiceNow Sandiego features
• Services, Inbound Email actions and Company provided update sets.
• Writing Custom Scripts in Transform Maps to import and transfer data in required manner format and period.
• Actively used XML documents and transform maps to transfer data from different sources to Service Now tables.

Confidential

ServiceNow Developer

Responsibilities:

• Worked with the IT team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations
• Managed and made config changes in LDAP integration with ServiceNow for obtaining users and groups.
• Developed Service catalog by creating new catalog items, designing workflows with multi-level approvals and execution plans.
• Service portal pages, widgets creation, customization. Restricting access based on Service organization, company, users, roles
• Customized Agent workspace default page and its view
• Customized Virtual Agent topics as per requirement using its free version
• Given Demos & Presentations to customer about new features, upgrades of ServiceNow
• Configuration of SCCM Integration and IMAC integration, Workday Integration
• Catalog Items development, customizations, enhancements, bug fixing
• Developed catalog request for Data uploads via Data sources of Asset, Users data
• Configuration, Maintenance of MID servers
• Configuration, Maintenance of SLA’s of catalog items
• Performed Servicenow Upgrade, instance cloning. And automated Pre and post clone activities
• Planning and execution of release deployments among instances and deploying updatesets
• Worked on order guides for Service catalog, to arrange them in sequential order to make the user comfortable while raising a request.
• Worked on CMDB, Configuration Items (Ci’s), CI relations and Mid Server.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Configured SLA implementation in Incident and service Catalog management based on Customer defined parameters.
• Working in an AGILE based development environment and participating in Scrum sessions.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement in ServiceNow

Confidential

ServiceNow Developer

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Involved in various ServiceNow customizations as per client's requirement.
• Worked on LDAP integrations.
• Configuring Integration Web Services using REST Web Service.
• Implementation of Custom Applications, Modules, Tables and Views as per client's requirement.
• Designed, developed, and maintained the report portal that provides user access to scheduled reports and report parameters.
• Involved in configuring the Business Rules, Client Scripts, UI Policies, Data Policies and implementing Direct Web Services in the ServiceNow.
• Assist in the import of configuration and asset management.
• Worked on loading the data into ServiceNow using import sets.
• Worked in production support for all the Service-Now and report related issues.
• Defined SLA for the customer.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Experience in configuring email notifications in ServiceNow.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.

Confidential

ServiceNow Developer

Responsibilities:

• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests.
• Designing, configuring and customizing ServiceNowplatform to implement the following modules: Incident Management, Problem Management, Service Request Management Change Management, Asset Management, Service Catalog, Custom reporting.
• Create, monitor, modify, and publish service Catalog workflows with approvals.
• Worked on requirements from ESS portal.
• Created Email notifications during Incident implementation.
• Worked on Database views to create reports across multiple tables.
• Created transform maps both automatic field mapping and scripting.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Configured Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Create an Access Control Lists (ACL).
• Imported Configuration Items (CI) from third party applications using import set tables.
• Configured notifications, and implemented inbound email actions.
• Created complex Business Rules, Security Rules and UI Actions.
• Documented all implementations and best practices defined within the team.

Confidential

HPSA & HPOO Administrator, Developer

Responsibilities:

• Up gradation of Confidential Server Automation in both development and production
• Automating RHEL,OEL,Ubuntu servers patching and troubleshooting
• Automating tasks where it can optimize manual efforts using HPSA, HPOO
• Administration of the environment such as defining user group permissions, system diagnosis, maintaining healthy core state.
• Installation/troubleshooting/upgrading of opsware agent on various servers of varied operating systems such as Windows Server 2008/2008 R2, RHEL Linux, SuSE linux, AIX, Confidential -UX, Solaris.
• Implementation of Windows patch management and RHEL patch management and configuration of audit, compliance and package management.
• Integrated HPSA with VMware
• Integrated HPSA with OBR server and generated reports
• Worked on New platform support
• Worked on scripts to deploy Confidential OM agent through SA

Confidential

HPSA & HPOO Administrator, Developer

Responsibilities:

• Up gradation of Confidential Server Automation in both development and production
• Administration of the environment such as defining user group permissions, system diagnosis, maintaining healthy core state.
• Installation/troubleshooting/upgrading of opsware agent on various servers of varied operating systems such as Windows Server 2003/2008/2008 R2, RHEL Linux, SuSE linux, AIX, Confidential -UX, Solaris.Automate
• Implementation of Windows patch management and RHEL patch management and configuration of audit, compliance and package management.
• HPSA Integration with HPOO, Confidential AI.
• Requirement gathering for audit and compliance
• Requirement gathering for reports using HPAI
• Worked on Confidential SA data miner, Vertica Database, Confidential Live network
• Generated basic and custom reports using HPAI in Pie charts, Bar graphs.

Confidential

Servicenow Orchestration Developer

Responsibilities:

• Automate manual tasks involving systems and applications outside the ServiceNow environment /instance
• Creating orchestration workflows by adding various combinations of pre-built orchestration activities for Linux, Unix, Windows, and cloud services and custom orchestration activities
• Ensuring automation repeatability, security, and compliance
• Creating request forms like ORACLE DB Creation, Deletion
• Creating ITSM work flows and integrate with Orchestration workflows which includes approvals and notification mails
• Workflows includes pre-built activities for web services, Microsoft Active Directory, Microsoft PowerShell, and Secure Shell to interact with systems
• Testing end to end (Forms to workflows)
• Developed in OWENSCORNING environment Windows Active Directory related tasks like Create User account, User Movement, User separation automation workflows & ITSM Forms
• Developed in OWENSCORNING environment Database related tasks like SQL DB creation, DB User creation, Oracle DB installation, DB creation, DB deletion automation workflows & ITSM forms
• Developed UNIX user separation workflow administering & maintaining the ORCHESTRATION ServiceNow servers

Confidential

HPSA & HPOO Administrator and Developer

Responsibilities:

• Installation of Confidential Server Automation in a multimaster environment with 2 facilities managing 3000+ server of distributed operating systems
• Administration of the environment such as defining user group permissions, system diagnosis, maintaining healthy multimaster state.
• Automated health check of the environment using Confidential OO workflows so that the application is Ready for Business
• Installation/troubleshooting/upgrading of opsware agent on various servers of varied operating systems such as Windows Server 2003/2008/2008 R2, RHEL Linux, SuSE linux, AIX, Confidential -UX, Solaris.
• Implementation of Windows patch management, POC of Solaris and RHEL patch management and configuration of audit, compliance and package management.
• HPSA Integration with HPOO, Confidential NNMI tools.
• Requirement gathering for workflows
• Development of new automation scripts/workflows using Confidential Operations Orchestration Studio
• Testing, validation of newly developed Confidential OO scripts/workflows.
• Deployment of validated scripts/workflows to the Confidential OO Central Repository
• VM ware provisioning and software installations using HPOO flows through service requests from HPSM
• Scheduling workflows and triggering workflows based on requirement
• HPSA Agent Configuration workflow automates the process of agent installation. This workflow consists of several steps right from detecting OS and bits, copying agent package, installation, matching text from installation log, checking services/chassis ID, do a communication test, checking the server in SA console
• OMI Agent Configuration workflow automates the process of agent installation. This workflow consists of several steps right from detecting OS, copying agent packages, installing agent, adding node to OM Console and other post installation activities to make sure the server is under monitoring
• Confidential SA Health Status workflow checks status and Health of HPSA and restarts if any process is stopped