SUMMARY:

• IT professional with a total of 7+ years of professional IT and 2+ years of ServiceNow Consulting/Development experience.
• Specialized in CMDB, Discovery, and Software Asset Management, Integrations with 3 rd party applications.
• Developed and administered different aspects of the ServiceNow tool used in ITIL Management.
• Experience administering and developing various OOTB and custom aspects of ServiceNow.
• Involved in developing and implementing Incident, Problem, Change, CMDB, Discovery, Service Catalog, Asset Management, Software Asset Management, and Service Mapping.
• Client - side & Server-side scripting: Business Rules, Script Actions, Script Includes, AJAX, UI Policies, UI Actions, Client Scripts.
• Knowledge of client and server APIs i.e., GlideForm, GlideAggregate, GlideRecord, etc.
• Working knowledge of Web Services/SOAP/REST integrations.
• Working knowledge of (MySQL, Oracle DB, SQL Server)
• Working knowledge of (JavaScript, AngularJS, jQuery, AJAX, JSON, HTML, CSS).
• Developed SLAs and reported on task completion.
• Worked with JIRA for tracking project task completion.
• Working experience with Agile/Scrum framework.
• Fundamental knowledge of networking including TCP/IP ports and firewalls, network protocols, IP networks, subnetting and network devices.

PROFESSIONAL EXPERIENCE:

ServiceNow Consultant

Confidential - Baltimore, MD

• Consulted for various integrations - knowledge of REST API Explorer, GET POST, related transform maps.
• Used business rules to ensure security and control visibility of confidential data.
• Consulted on inbound and outbound integrations with 3rd party teams for myWizard, HPAM, HPOO, AssureX, and PowerBI.
• Created complex transform maps for inbound integrations. Worked with custom tables and dashboards. Experience mapping reference fields.
• Knowledge of import sets, import set tables, target fields and tables.
• Troubleshot minor issues regarding inbound/outbound integrations. Made sure data was readable and acceptable for both ServiceNow and 3rd party integrations.
• Knowledge of REST and SOAP APIs, XML and WSDL.
• Consulted on Software Asset Management.
• Knowledge of software discovery and normalization using Central Software Library, ServiceNow Content Service, Content Library Curation, and Publisher Part Number Library.
• Knowledge of software discovery maps, discovery patterns, discovery models, and software models.
• Knowledge of the various publisher packs activated by SAM (Microsoft, Oracle, IBM, VMWare, Citrix).
• Knowledge of subscription-based software and publisher packs (Office 365, Adobe Cloud).
• Knowledge of SCCM integration and usage data into ServiceNow’s CMDB.
• Customized forms and tables for ITSM modules. Provided basic support for Incident, Problem, Change.
• Configured multiple forms for the Asset module using CMDB and Service Mapping.
• Resolved typical user access and roles issues by checking active directory and user table.
• Pulled reports and scheduled reports as per the client requirement.
• Used database views to pull the reports on variables which are being used by catalog items.
• Wrote catalog client scripts and UI policies to make client-side changes.
• Created UI pages to use them in catalog items; implemented using UI scripts.
• Created Knowledge articles to document the steps in creating the catalog items.
• Worked on different kinds of variables and variable sets.
• Worked on order guides to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor; reconciled complicated workflows to a simpler form.
• Implemented data security using Access Control Lists (ACL) and Data Policies.

ServiceNow Consultant

Confidential - Dallas, TX

• Involved in developing and implementing Incident, Problem, Change, CMDB, Discovery, Service Catalog, Asset Management, Software Asset Management, and Service Mapping.
• Transformed functional requirements into technical designs that represented actionable development tasks.
• Participated in daily Agile scrum meetings with managers.
• Involved in migration between various ServiceNow instances using Update Sets.
• Designed and developed solutions within the ServiceNow environment to include new or modifications to applications, forms, workflows, policies, actions, access control, interfaces and any other customization required to support client processes.
• Experience integration of third parties using SOAP and REST based web services.
• Began work at the end of our company’s Phase 1. This involved configuring the ITSM modules (Incident, Problem, Change).
• Configured and customized the Incident form.
• Configured Incident classifications, priority combinations (critical, high, low, etc.), and change types (OOTB).
• Created Business Rules to auto-generate incidents.
• Created record producers.
• Some experience with Problem and Change Management.
• Began implementation of problem/change.
• Basic set up of SLAs related to problem/change.
• Phase 2 was primarily setting up and running Discovery, setting up MID servers and monitoring for connectivity/performance. Populated CMDB. Worked on Service Mapping.
• Deployed MID Servers for all 4 instances (Dev, QA, UAT, PROD).
• Set up meetings with Network Admins to get Discovery credentials and IP ranges to be scanned.
• Ran connection tests to see what type of CIs were captured for IP ranges.
• Started scheduled runs every other night on weekdays and twice on weekends.
• Populated our CMDB; troubleshot issues with Discovery logs and re-ran.
• Worked with clients to properly categorize assets - manual adjusting was needed.
• Manually imported Business Services and Business Applications.
• Worked closely with BAs and clients to normalize everything in the CMDB.
• Created new CI classes using CI Class Manager.
• Verified which CIs were captured and verified their relationships.
• Checked loop-backs and duplicates.
• Basic knowledge of de-duplication.
• Phase 3 was installing, configuring, and managing the Software Asset Management plugin.
• Heavily involved in the SAM implementation and maintenance process.
• Experience with every aspect of the Software Asset Management process, from implementation all the way to reclamation.
• Worked on SAM during the audit process - successfully passed audit despite beginning the process as non-compliant.
• Activated SAM-related plugins (Cost Management, Procurement).
• Knowledge of the various publisher packs activated by SAM (Microsoft, Oracle, IBM, VMWare, Citrix).
• Knowledge of subscription-based software and publisher packs (Office 365, Adobe Cloud).
• Knowledge of SCCM integration and usage data into ServiceNow’s CMDB.
• Ran reconciliation of baseline pre-loaded data for a starting point after SAM implementation.
• Manually imported software entitlements.
• Fixed errors in entitlement imports.
• Used transform maps for imported software information.
• Knowledge of software discovery and normalization using Central Software Library, ServiceNow Content Service, Content Library Curation, and Publisher Part Number Library.
• Knowledge of software discovery maps, discovery patterns, discovery models, and software models.
• Knowledge of the entire normalization, reconciliation, remediation and reclamation process.
• Integrated Procurement with SAM.
• Worked with various KPIs related to SAM.
• Configured CI-Asset and Asset-CI relationships via field mapping.
• Used the Asset/CI condition builder to synchronize relationships.
• Created various asset classes for consumables and long-term depreciable assets.
• Created asset categories and asset models.
• Worked on Service Mapping.
• Focused on mapping our most important and valuable applications.
• Worked with business analysts to identify key applications, activities, and possible connections.
• Used Service Mapping mostly for Incident and Change Management.
• Basic understanding of Dependency Views.

Freelance Web/Software Developer

Confidential - Addison, TX

• Provided on-call support for highly critical issues outside office hours.
• Worked on bug fixing of Service Manager and Asset Manager.
• Participated in post-incident Problem management processes to identify the root causes of issues, and then develop plans to remediate issues.
• Troubleshoot issues that arise during a project
• Worked in agile environment to build software apps and configurations.
• Actively worked on planning, implementation, coding and testing of the product website.
• Communicated with onsite business system analyst to better understand the requirements.
• Assisted with the business case, planning and monitoring.