ServiceNow
Resume:
Avinash T
ServiceNow Developer
*******.**********@*****.***
Professional Summary
•IT professional with total experience of 5+ years of experience in IT Industry with more than 3 years of experience as a ServiceNow developer and administrator
•A ServiceNow expert 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
•Expertise in Design and configure ITSM and customizing the applications using Java script, AJAX, HTML and DHTML in ServiceNow.
•Experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow.
•Extensive knowledge and experience in implementation and administration of ServiceNow and Asset Manager.
•Performed mapping using ServiceNow Service Watch.
•Expertise in configuring / maintaining / customizing ITSM.
•Experience in working on the ITIL Process Configuration like Change Management and Knowledge Management and Reporting in ServiceNow.
•Experience on various ServiceNow customizations as per client's requirement.
•Experience in configuring the Service Requests, SLAs for various ITIL processes as per the client requirements.
•Customized the functionality of the ServiceNow Discovery tool to meet the company outlined requirements.
•Strong experience in customizing the form design and form layout for various on the ITIL Process Configuration like Incident, Problem management in ServiceNow
•Experience in working with the workflows using ServiceNow workflow editor
•Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow
•Good knowledge of CMDB and Asset Management Services, Business Services and Configuration item relationships.
•Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts in ServiceNow.
•Experience in working in AGILE based development environment and participating in Scrum sessions.
•Knowledge in object oriented analysis design and application development.
•Worked on LDAP and SSO integrations.
•Work effectively with others in a team environment & Lead various projects.
•Strong verbal, written and interpersonal communication skills.
•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.
•Expertise writing SQL Queries.
•Expertise in application development using Java, J2EE, JSP, Servlets, Struts, spring.
•Possess a strong coding experience using Core Java.
•Excellent oral and written communications, interpersonal, negotiation, analysis and problem-solving skills.
•Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile Methodology.
TECHNICAL SKILLS
Requirement Management
MS Word, MS PowerPoint, MS Excel, MS Visio
Scripting Languages
JavaScript, Jelly Script, HTML, CSS, AJAX, XML, JSON, J Query
Web/Application Server
Tomcat Web Server, MID Server, Web Sphere
Programming Languages
C/C++, Java, J2EE, SQL, PL/SQL,
Database Servers
Oracle 8i/9i/10g, MS SQL Server 2000/2005/2008, PL/SQL, RDBMS, MS Access, MySQL, DB2
Operating Systems
MS Windows, Unix, Linux, Mac OS – 9/10
Software Development Methodologies
Agile, Scrum, Waterfall, SDLC, Prototype Model
IDE
Eclipse, Net Beans, MS Visio, TOAD
PROFESSIONAL EXPERIENCE
Client: Ernst & Young, Atlanta, GA Jan 2017 - Present
Role: ServiceNow Developer/Admin
Description: EY (formerly Ernst & Young) is a multinational professional services firm headquartered in London, England. EY is one of the largest professional services firm in the world and is one of the "Big Four" accounting firms. The organization operates as a network of member firms which are separate legal entities in individual countries. It has 231,000 employees in over 700 offices around 150 countries in the world. It provides assurance (including financial audit), tax, consulting and advisory services to companies
Responsibilities:
Involved in gathering the Business Requirements and current state processes to develop and configure in the ServiceNow Platform.
Implemented Incident, Problem, Change management, CMDB.
Worked on UI customizations to add Tables/Fields, UI Policies, UI Actions, Business Rules, Client Scripts, and Script Includes.
Creating new Groups and adding Users to the groups in ServiceNow.
Configuration of Email Notification and Alerts based on the events to notify users about specific activities in the system such as updates to Change and Problem requests.
Created Service Catalogs to Establish and interact with key process applications including Incident, Problem, Change and Knowledge Base.
Using Import Sets for data loading from external file or database to the ServiceNow.
Created and used update sets to move customizations between the instances.
Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site
Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes
Working with dynamic HTML components AJAX, JavaScript, CSS, XML, HTML and XHTML.
Production release support.
Identified solutions for process governance and documentation design.
Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
Worked on CLIENT SIDE SCRIPTING (Client Scripts, Catalog Client Scripts, UI scripts and UI
Policies).
• Expert on ServiceNow Discovery Module, Service Watch, Business Service Mapping (BSM), VPN, LDAP, SSO, deploying Discoveries in a Multi-Data Center environment and proven ServiceNow implementation experience.
Experience with ServiceNow Discovery tool Service Watch to Discover and import CMDB items.
Used SERVER SIDE SCRIPTING (Business Rules, UI Action, UI Macro, UI Page) to meet the data requirements set forth by the Customer and working on running Schedule jobs.
Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
Worked closely with ServiceNow team and Infrastructure team to facilitate LDAP integration.
Configured Applications using ServiceNow Enterprise application suite in ITIL Management. Deep functional and technical knowledge of the ServiceNow platform.
Managed the day to day activities of the problem management process using ITIL best practices
Worked on Identifying, creating, maintaining, and implementing problem management processes, procedures and job aids
Worked on Cloud Integration with ServiceNow REST web services and flat file batch loads.
Worked on Service Catalog, Incident, Problem, Configuration Management and Integrations, along with good overall knowledge of Change Management and Change Reports.
Hands-on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
Worked on customization of Incident Management Application as per Client Requirement
Involved in transfer of data from one instance to other by creating and modifying Update sets.
Involved in configuration of Email notification and SMS notification to alert the users of Service now.
Migrated customer support and alert ticketing from CA Service Desk to ServiceNow for all monitoring tools leading to saving money by lowering maintenance and license agreement costs.
Created UI Pages and implemented logic to create RITM's automatically when data submitted through public UI pages using SOAP and Scripted SOAP Messages.
Created and maintained custom applications as per user requirements.
Implemented renewal grant process (Custom Application) for some of the requested items.
Created email notification, access rules, record producers, order guides in ServiceNow.
Configured MID Server and integrated LDAP with ServiceNow.
Customized asset module like adding new fields, modifying UI policies, Client scripts, Business rules.
Coordinates installation of ServiceNow upgrades and/or service packs.
Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
Worked closely with ServiceNow team and Infrastructure team to facilitate LDAP integration.
Importing asset data from external data source to ServiceNow.
Leveraged knowledge management to increase the service desk's first contact resolution across key areas.
Worked with the Corporate Applications team to improve
the work flow of the ServiceNow ticketing system; Work with the Corporate Security team and VP of Operations to create ServiceNow Improvement Suggestions document
Involved in design & development of web based application like Employee-Self-Service Portal (ESS) to give user to access their personal records & Payroll details.
Implemented Single Sign On, Project Portfolio Suite in ServiceNow.
Created SLA, Schedules and attached these to the incident/change/requested items and various Service Offerings etc.
Gathering requirements from the business users, writing functional/technical documents and test cases.
Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in ServiceNow.
Apart from development activities will be working on the operational activities which comes in day to day tickets
Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
Created and moved update sets to different ServiceNow instances.
Environment: Fuji, Glide Script, Java script, Jelly Script, AJAX, RDBMS, SOAP, REST, SSO, LDAP, Workflows, Incident, Problem, Change, CMDB, Project Portfolio Suite, HTML, CSS.
Client: Neiman Marcus, Dallas, TX Nov 2015 – Dec 2016
Role: ServiceNow Developer
Description: Neiman-Marcus is an American department store owned by the Neiman Marcus Group, headquartered in Dallas, Texas. The company also owns the Bergdorf Goodman department stores and operates a direct marketing division, Neiman Marcus Direct, which operates catalog and online operations under the Horchow, Neiman Marcus and Bergdorf Goodman names.
Responsibilities:
Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
Worked on Core ServiceNow configurations like SLAs, Access Control Rules, Home Page, Banner, Reporting, working with User, Group, Roles, Locations, CMDB data, KB data, setting up Knowledge Bases, User Criteria, and migrating data via Importing XMLs and Import Sets to Production environment for Go-Live.
ITSM SME consulted and advised in design and implementation of Event Monitoring Project with CA Spectrum & ServiceNow.
Configured user accounts, groups, roles, creating new and updating existing catalog items. Creating, publishing & retiring knowledge base articles.
Assisted in the import of configuration and asset management data
Developed solutions in the service-now platform that are suitable and ITIL compliant, identify and define business solutions for ITIL users.
Used Transform maps to import Data to Configuration Management, managed product catalog to import the configuration item records in ServiceNow. Data conditioning before an Import set and Transform Map is run.
Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
End to End Development and Customization of Incident/Problem and Change management applications per ITIL and AIG processes and policies
Customization of form layouts, fields, system dictionary, configuring email notifications, events, building reports and gauges.
Facilitating rollout of new applications and modules.
Creating and assigning roles to Knowledge Portal and Self Help articles for various user communities.
Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
Experience with jelly scripting in ServiceNow.
Managed the knowledge management process, provided KCS training and maintained the knowledgebase of 6,000+ articles.
Designed Workflows, along with standard Workflow templates which can be reused. Involved in migration from BMC Remedy to ServiceNow.
Responsible for creating and maintaining a development Governance audit log and establish timelines for delivery and signoff of various work products in an agile development project.
Design and implement new functionality using Business Rules, UI Policies, and Access Lists.
Worked with business analyst to create and modify Service Catalogs and Request Workflow Design and Configuration.
Designing the Content Management System for Varian system, which involved layout, CSS and service catalog work.
Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
Worked on Creating Users, Roles and Groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.
Configured MID server for discovery and instrumentation. Responsible for creating homepages including basic reporting.
Experience with Web Services integrations and with web services via APIs and worked on Active Directory, LDAP, JAVASCRIPT, AJAX, CSS, XML, HTML and UNIX.
Configured Email in ServiceNow with SMTP, POP3 protocols for Notifications of various events within Service Now
Environment: ServiceNow, Java Script, JSON, WebServices, SOAP, RDBMS, XML, HTML, AJAX, Integrations, Cloud services, ITIL, SCRUM.
Client: SHIFT, San Francisco, CA Dec 2013 – Aug 2014
Role: ServiceNow Admin/Developer
Description: Shift is an online, peer-to-peer, marketplace for buying and selling used cars founded in 2014, Shift is an American company based in San Francisco’s Castro District. As of 2015, the company offers its services in San Francisco, Los Angeles, Washington, D.C. and San Diego, California.
Responsibilities:
Worked on creating all JavaScript logics (validation, animations, transitions, template, date picking etc.)
Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
Knowledge in using Glide Scripting for creating UI Action and business rules.
Followed best practices of ServiceNow in developing and customizing Business Rules, Scripting (Includes UI Policies, Catalog Client Scripts and Client Scripts), Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc.
Service Catalog and Request Workflow Design and Configuration
Development of scheduled reports for stakeholders.
Extensively worked on Workflows and web service integrations.
Created and moved update sets to different ServiceNow instances.
Updating Incident/Problem/Change module based on client feedback.
Added New Fields to support the client requirement along with the set of business and client rules to fulfill client requirement.
Created and Maintained Service Level Agreements for Incident Management
Worked on design and implementing a robust change management process for the Technical writing and Knowledge management space.
Implemented a Software Asset Management (SAM) program, including consulting and advisory services to deal with software license compliance and asset management
Following the project life cycle methodology like Agile; defined under the process framework, ensured that customer deadlines were met within Service Level Agreements.
Performed mapping using ServiceNow Service Watch
Tested ServiceNow Instance by moving Developing Instance to Testing Instance by using ServiceNow Service Watch.
Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
Created formal Incident, Major Incident and Problem management processes.
Built ServiceNow forms from scratch along with advance customizations at the level of UI Macros/UI pages as per the complex requirements.
Worked on Service Catalog, Incident, Problem, Configuration Management and Integrations, along with good overall knowledge of Change Management and Change Reports.
Developed customized login pages and designed service catalogs using Content Management System (CMS).
Has been part of end user self-service portal management.
Worked on customizing the knowledge base.
Integration of ServiceNow LDAP, Web services.
Created transform maps for importing CMDB data.
Creating custom Tables, Fields and configuring Access Controls over them.
Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
Worked on all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
Worked on enhancing the ServiceNow functionality by customized JavaScript code to support the new business needs.
Ability to learn code and debug programming languages quickly.
Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
Thorough understanding of ITIL/ITSM processes.
Performed system and integration testing with sample and live data.
Environment: Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO, LDAP, Asset Management, Workflows, Incident, Problem, Change, CMDB, Project Portfolio Suite, HTML, CSS.
Client: DST Systems, Hyderabad, IN Dec 2012 – Nov 2013
Role: ITIL Process Engineer
Description: DST Systems, Inc. is a leading provider of strategic advisory, transformative technologies, and operations outsourcing to the financial and healthcare industries. Relying on deep industry knowledge, critical infrastructure, and service excellence, DST helps companies master the escalating complexity of customer, business and regulatory requirements.
Responsibilities:
Involved in various Software Development Life Cycle (SDLC) phases of the project which was modeled using AGILE model.
Developed MIM Management Process, Training Documents & Flowcharts.
Developed Problem Management Process, Technical Root Cause Analysis Documents, Training. Documents & Flowcharts.
Developed Change Management Process, Training Documents & Flowcharts for MBUSA.
Developed Service Request Fulfillment Process, Training Documents & Flowcharts for MBUSA.
Provided Input to Service Owners regarding SLA/SLT.
Designed Service Desk Strategy - SPOC.
Designed Data Model for CISM Ticketing Tool for all Processes.
Preformed GAP Analysis on Current Structure prior to Data Model Redesign.
Provided Service Catalog input (Design, User Interface)
Gathered UNIX/Linux Documentation for Transition Project to India.
Prepared UNIX Run Tasks - Documentation for UNIX Team in India.
Gathered Storage Documentation for Transition Project to India.
Prepared Storage Run Tasks - Documentation for UNIX Team in India.
Conducted Meetings/Presentations to Management and Executive Management.
Environment: ServiceNow, ITIL, JavaScript, Jelly Beans, Web Services, XML, DHTML, JQuery, JSON.
Client: Approsys, Hyderabad, IN Apr 2012 – Nov 2012
Role: Software Developer
Description: Approsys core portfolio comprises business process services, out sourcing, development, HR consulting and corporate training. We deliver a broad portfolio of information technology and business process out sourcing services to clients in the manufacturing, financial service, healthcare, communication and retail industries and to governments around the world.
Responsibilities:
Involved in various Software Development Life Cycle (SDLC) phases of the project which was modeled using AGILE model.
Involved in application level code to interact with APIs, used HTML5, CSS3, JavaScript, jQuery, AJAX, JSON, and AngularJS in the front end and Web Forms in .Net Framework in the back end to ensure clean architecture.
Mainly focused on the responsive design and made Single page application.
Worked with JSON for data exchange between client and server.
Used dependency tool Grunt to perform repetitive tasks, magnification and unit testing for production support.
Functioned with MS SQL Server using Stored Procedures, views, Functions, Triggers, Procedures.
Maintained the code base by frequent updates to the code repository using Git and used JIRA for bug tracking.
Experienced cross browser compatibility check and thoroughly performed unit testing and integration testing.
Involved in Agile methodology, had monthly Sprints, and daily Scrums to track the development.
Focused on Software Development Life Cycle (SDLC) from requirements through successful deployment.
Environment: HTML5, CSS3, JavaScript, Bootstrap, AngularJS, Grunt, .NET Framework 4.5, WEB API, SQL Server
EDUCATION
Master of Science from Fairfield University, CT
Bachelor of Technology, Kakatiya University, Andhra Pradesh, India
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