Charit

ServiceNow Developer/Admin

Mobile: 571-***-****

E-Mail: ac2u1p@r.postjobfree.com

Over 7+ years of experience in Software Design, Development, Analysis, Testing and Implementation of business applications. Four years of experience in ServiceNow platform as both Developer and Administrator.

Around 4 years of hands on experience in the IT industry involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service-Now).

End to End Development and Customization of Incident/Problem and Change management applications per ITIL and INVESCO’s processes and policies.

As a ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.

Experience implementing systems using the Agile/Scrum methodology.

Experience in Installation and Configuration of different modules of ServiceNow.

Extensively worked with Helsinki, Geneva, Fuji, Dublin and Eureka releases of ServiceNow.

Good Knowledge on installing, configuring and setting up of data in CMDB.

Hands on experience in web development using HTML, CSS, JavaScript, Angular, Glide Script and Jelly Scripting.

Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.

Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.

Good hands on experience on ITIL framework.

Good Knowledge in HR Case management and administration, Performance Analytics.

Good Knowledge in Performance Analytics for Incident Management .

Experience in configuring and customizing all aspects of Service-now like UI actions, UI policy, Business rules, Data policies, Client scripts.

Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB.

Experience in Implementing Single Sign On (SSO) using SAML 2.0.

Involved in LDAP integration with ServiceNow for obtaining users and groups.

Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates.

Experience in assigning SLA’s to the incident management.

Data modeling and creating ACL for new custom tables. Also, involved creating custom application and modules.

Technical Skills:

ITSM Tools

ITSM Suite, Service now, HP Service Manager, HP Access Manager, BMC Remedy.

Specialties

ServiceNow, Remedy Now, ITIL.

Languages

C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX.

Scripting Language

JavaScript, Jelly Script

Database

Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools

TOAD, SQL*Plus10g/9i.

Web Technologies

PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System

UNIX, Linux and Windows

Education:

Bachelor of Engineering in Computer &Science Engineering, India

Certification:

ITIL V3 Foundation Certified.

ServiceNow Certified System Administrator.

Employment Details:

Fannie Mae, Reston, VA

ServiceNow Developer and Admin

Aug’'2016-Till date

Responsibilities:

Assist in the definition of business requirements and provide definitions and updates of system design documentation.

Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.

ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.

Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery.

Created Buttons and context menus both on form and lists using UI actions.

Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate.

Created new Business Rules/Script Includes/Client catalog script/Client Script.

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.

Created data sources and loaded the Service-Now tables with different data formats.

Created transform maps both automatic field mapping and scripting.

Worked on Asset Management and loaded the data into it.

American Airlines, Dallas, TX

ServiceNow Developer/Admin

Feb'15-Jul’16

Responsibilities:

Working with process owners and business stakeholders to translate business requirements into functional

requirements within ServiceNow.

Work with application owners to update workflow tasks and approvals for automated processes.

Implement the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.

Work closely with the technology, operations and business stake holders to gather enhancements and defect fixes in the Service-Now platform.

Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.

Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.

ServiceNow instance core setup and configuration and customizations

LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.

Maintain Single Sign-On integration

Utilizing the ServiceNow Service Catalog for users to create Service Requests and Service Items.

Creating various workflows for Incident Management, Change Management, Service Requests and SLA’s.

Assist in importing of configuration, user and asset Data.

Documenting the code and operation procedures for ServiceNow platform.

Create monthly metric reports for IT management teams and assist with scheduling data exports to application owners.

Review ServiceNow version releases and then lead the upgrade project with regression and user acceptance testing.

T-Mobile, Bellevue, WA

ServiceNow Admin

Oct'14 - Jan'15

Responsibilities:

Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.

Involved in creating network flows as per the requirements.

Worked on Incident management, Problem management and Change management.

Good knowledge in designing the layout of the forms using UI actions and UI policies.

Modified forms and form sections depending on the items to be configured.

Worked in production support for all the Service now related issues.

Involved in LDAP integration with ServiceNow for obtaining users and groups.

Configured inbound Email actions to create incidents.

Worked on UI Macros to create pages as templates on requirement from the stake holders.

Resolving typical Users access and roles issues by checking active directory and users table.

Creating database views to pull the reports on variables which are being used by catalog items.

Intergraph, Hyderabad, India

UI Developer

Sep’2010 to July’2014

Responsibilities:

Developed all the UI pages using HTML, XUL, DHTML, XSL/XSLT, XHTML, DOM, CSS, JSON, JavaScript, JQuery and AJAX.

Created XHTML pages with CSS and the Box Model.

Developed the presentation layer using JSP, HTML, CSS and client side validations using JavaScript.

Developed websites using HTML5, CSS3, JavaScript, JQuery Google Maps API, XML and AJAX.

Designed Frontend with in object oriented JavaScript framework like Angular.JS, Node.js and Ext.js.

Involved in designing, creating, reviewing Technical Design Documents.

Using JavaScript did client side validation.

Writing SQL queries to fetch the business data using Oracle as database.

Developed UI for Customer Service Modules and Reports using JSF, JSP’s and MY Faces Components.

Created interactive navigation lists using list elements in HTML.

Implemented page designs in standard-complaint dynamic HTML and CSS.

Used CSS in web pages to separate presentation from structure.

Environment: HTML, CSS, JavaScript, JQuery, Dreamweaver, Angular JS, Responsive Design, Bootstrap, Dom, Fire bug, Adobe, Oracle, Windows. CS5, AJAX, JSON, XSLT, XPATH, HTML5

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