Service Management

Alla

Service Now Admin/ Developer

****.**********@*****.***

(469)- 737-9631

Professional Expertise:

A qualified IT professional with 8+ years of experience including 4+ years of experience as Service-Now developer and administrator.

Service-Now Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asses Management, Change Management and Release Management with extensive knowledge on Content Management System.

Good knowledge on Service-Now Discovery module, comfortable deploying discoveries in a multi-datacenter environment. Proven Service-Now implementation experience. Multi-domain/service provider model experience within a SNOW platform.

Developed portals from the scratch by using out of box configuration features.

Experience in designing, developing, customizing and administering ITSM suite of applications.

Good knowledge about ITIL standards which are helpful in development and customization of ITSM Applications.

Used SQL scripting to write queries in Service-Now.

Good hands-on experience with Fuji, Geneva and Helsinki.

Migrated Service-Now environment from Fuji to Helsinki.

Experienced in Migration process in Service-Now.

Designed, configured and implemented solutions using Java Scripting.

Strong skill set in the Service-Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, and CMDB.

Good knowledge of CMDB and Asset Management services: Business Services and Configuration item relationships.

Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.

Understanding of IT Service Management (ITSM) and the ITIL business process along with maintenance of service level agreement (SLA) and monitor an SLA workflow.

Create, monitor, modify, and publish service catalog workflows with approvals.

Maintain Single Sign-On integration and create an access control rule (ACL).

Use of scripting tools and Service-Now functionality to create script to automate routine tasks being done in Service-Now.

Configuration Development and development of Requirement Integration components (SSO, LDAP).

Familiar with Service-Now Content Management System (CMS).

Experience on LDAP Integrations using SAML2.0.

Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.

Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JSON, AJAX, Require JS, Cordova JS, Bootstrap and XML.

Experience in SDLC (Software Development Life Cycle).

Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.

Capable of learning quickly and delivering solutions as an individual and as part of a team. Self-motivated Team player with excellent interpersonal and communication skills.

Adaptive to team environment and the capability of completing complex tasks independently.

Education:

Bachelor of Technology in Computer Science

Technical Skills:

ITIL

ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAP

Programming Languages

JavaScript, SQL Java, J2EE, HTML, XML, C, C++

Web Technologies

XML, HTML, JavaScript, CSS, PHP

Software Methodologies

SDLC, Waterfall, Agile

Databases

Oracle 10g, SQL Server 2005, My SQL.

Database Tools

SQL Client, SQL Developer

Web/Application Servers

Web Logic 10, Apache Tomcat, Windows Exchange

IDE

Eclipse

Tools and Packages

Rational Rose, Maven, MS Office, MATLAB

Operating Systems

Windows, Linux, Mac

Accenture, Irving, TX. Sept’17- Till Date

Role: Sr. Service-Now Developer

Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Partnership Directors in understanding the current ServiceNow system.

Involved in coding the Business Rules (Server Side Scripting), Client Scripts (Client Side Scripting), Script includes in the Service Now.

Setup the process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management, and Service Catalog.

Created Service Portal from Scratch And also Created Pages and Widgets for the portal.

Created various catalog items, record producers and Order guides for on boarding using variables, variable sets, catalog client scripts and catalog UI policies.

Created new theme for the portal.

Created multiple pages with complex data and also created widgets which contains complex structure.

Develop and deliver customized portal web pages in ServiceNow using Bootstrap and AngularJS, JavaScript frameworks.

Worked on Configuration Management Database (CMDB) and Asset Management Database (AMDB).

Worked with ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, and Incident Templates.

Created Order Guides for New Employee and Contractor On boarding, Terminating Employee, and Transfer of Employees.

Good experience with IT Service Management (ITSM) and the ITIL business process along with maintenance of service level agreement (SLA) and monitor an SLA workflow.

Environment: JavaScript, Html, Angular.js, CSS, Glide Script, ServiceNow ( Istanbul), ServicePortal,Web Services, Asset management, Reports, Knowledge Management, Incident management, problem management, Change management, Service Catalogs.

Sabre Holdings, South Lake, .TX Marc’16-AUG’ 17

Role: Sr. Service-Now Developer/Admin

Responsibilities:

Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, and Reporting.

Good experience with IT Service Management (ITSM) and the ITIL business process along with maintenance of service level agreement (SLA) and monitor an SLA workflow.

Developed and customized ITSM Applications.

Involved in migration of Fuji to Helsinki.

Service-Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, and CMDB.

Integrated Microsoft Azure with Service Now using Rest API.

Worked on Configuration Management Database (CMDB) and Asset Management Database (AMDB).

Implemented service asset management policies and standards into best practices.

Activating plugins like Performance Analytics (PA), Key performance indicators (KPI) of incident and problem management as recommended by ITIL.

Performed Data migration to import data from other applications and external databases.

Created Data Sources and Used Import sets and Transform maps to import data into Service Now.

Strong in Problem Solving Skills.

Created and customized various front end forms.

Creating / Updating the service catalogs or catalog items into the Employee self-service portal (ESS portal).

Created login pages to ESS portal

Involved in Creation and modification of various UI Policies, Data policies, Client scripts, Business Rules, Script includes, UI Actions

Created Update Sets to migrate customizations from one instance to another instance.

Created various SLA Definitions as per client requirement with the Incident Management applications.

Created Email Templates and Email Notifications.

Designed Workflows, along with standard Workflow templates which can be reused.

Gathered requirement from stake holders for attributes needed to develop Service Catalog items.

Creating / Modifying the Knowledge base articles with workflows and their approval process.

Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.

Involved in Requirement Gathering and Analysis, Development, Testing and deployment of multiple Service Now modules.

Identified and Recommended the ITIL v3 methodologies to delivered technical methodologies around the Service Now platform.

Involved in creation, testing and deployment of a Custom application in to production using of change record.

Developed reports as per requirements from management.

Documented all implementations and best practices defined within team.

Environment: JavaScript, JQuery, Java, Html, CSS, Glide Script, MySQL, ServiceNow (Helsinki), Web Services, Chat, Asset management, Reports, Knowledge Management, Incident management, problem management, Change management, Service catalogs, Ess portal.

Hess Corporation, Houston, TX Jul’15-’Feb16

Role: Service Now Developer

Responsibilities:

Implemented the configuration of various modules like Incident / Change / Release / Problem / Asset / Configuration Management Modules.

Gathered ample information while working with networking team, Operating systems team in developing a project.

Reviewed, recommended and developed technical solutions on the Service Now platform.

Strong fundamentals ITIL/ITSM V3 processes.

Worked a few projects with Mid Server, Web Services, Email and other relevant technologies to integrate tools with Service Now.

Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rule.

Created many scripts which includes, Business rules and client scripts.

Good knowledge on Single Sign on and event based integrations.

Implemented workflows and web prototypes for Client requirements.

Setting up Configuration Management from scratch defining the CI classes and their relationships.

Created various high level customized Client Scripts and UI Policies.

Created complex transform scripts in transforming the data into the SNOW database.

Create generalized framework for repeating problems and incidents.

Design and Implementation of service requests through service catalogue in Service Now.

Analyze problems, create new solutions and new techniques, Developed many SLA and tables.

Follow up with clients and customers on process requests, special requirements etc.

Creating catalogue items, workflows, inbound emails actions and update sets for service requests.

Built forms from scratch along with advances customizations at the level of UI Macros/UI page as per the complex requirements.

Discussing the business requirements with clients and documenting them into process requests.

Check the change management document and verify the changes.

Assist in Release Management during product and patch releases.

Provide training sessions on ticketing tools, reporting and data entry.

Environment: JavaScript, XML, HTML, Windows 7, Service Now, CSS, AJAX.

Ally Financial, Charlotte, NC Jan’13-Jun’15

Role: Service Now Developer/Admin

Responsibilities:

Maintained the Configuration Items and modified the forms and form Sections.

Command on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.

Done Migration from existing technologies to Service Now.

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

Created UI Policies to change the form dynamically, and applied to tables and database views.

Created UI actions to add buttons, links, and context menu items on forms and lists, making the UI more interactive, customizable, and specific to user activities.

Developed Import Sets to import data from different Sources. Developed Transform maps to map values between Import Set and Service Now tables.

Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.

Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.

Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.

Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.

Involved in testing reports for correct mapping of the objects and data.

Also worked as an administrator to look after the day to day tickets and resolve them on priority basis.

Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.

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

Defined SLA, OLA and Contract for the customer, Configured SLA workflow for the advance SLA configuration.

Scheduled cloning and migration of data from instances with Service Now.

Involved in various Service Now customizations as per client's requirement and also in migration between various Service Now instances using Update Sets.

Gathered requirement from stake holders for attributes needed to develop Service Catalog items.

Environment: Service Now (Eureka), JavaScript, JQuery, Jelly, BMC Remedy, HTML, XML, CSS, Windows.

HILTON HOTELS, MEMPHIS, TN Jun’11-Dec’12

Role: Java / J2EE Developer

Description: Pangea program is a global initiative to deploy a new set of web-based applications that both consolidates and unifies Hilton’s existing web presence into a single infrastructure, while also significantly enhancing the functionality, and extending Hilton’s presence in new source markets (UK, DE, and JP). This site uses advanced Internet technologies to provide a unique travel planning and secure online booking experience for consumers.

Responsibilities:

Participated in the business requirements analysis meetings and prepared use-case diagrams using Rational Rose.

Involved in development of very critical transactions- Hotel Search, Availability, Booking, Guest Enroll and Guest Update.

Involved in installing and configuration of apache web server, which is being used to serve static resources (css/js/images) and route the requests.

Developed the presentation layer using spring, JSP, JSTL, JavaScript, HTML, CSS, jQuery and AJAX.

Developed custom tags and EL-functions to separate presentation and processing logic

Developed Service Layer Using Spring and persistence layer using Hibernate.

Worked on enhancements and defects.

Extensively worked on various features of Hibernate such as Associations, Caching, Lazy loading and HQL.

Extensively used Dependency Injection and AOP features of Spring Frame work.

Extensively worked on Web Services to send and receive the data from NGT.

Extensively worked on TOAD for interacting with database.

Developed complex SQL queries to perform efficient data retrieval operations.

Developed Unit, Integration Test Cases using Junit and JMock technologies.

Involved in complete software development life cycle (SDLC)

Developed the custom build scripts using ant tool.

Environment: JDK1.6, Spring2.5, Hibernate3.0, Eclipse 3.4, WebLogic application server 10.2, AspectJ, Oracle10g, TOAD, JIBX, Rational Rose, SVN, Ant Build, Log4J, Junit, Easy Mock.

The Lotus Group, Hyderabad, India Jul’09 – May’11

Role: Java Developer

Description: The fully automated and integrated policy processing system provides end-to-end insurance management that supports the entire insurance policy lifecycle. It handles all the key insurance functions, including product definition, handling of policies, administration, claims, agency management and customer relationship management (CRM).

Involved in various phases of Software Development Life Cycle (SDLC) as requirement gathering, data modelling, analysis, architecture design & development for the project.

Designed and developed User Interface of application modules using HTML, JSP, CSS and JavaScript.

Implemented the Online Account Management module to help customers in creating/accessing their account and make payments.

Creation of POJO Beans to build Data Model and Configure Hibernate Mapping files.

Designed and developed the core components of management module (DAO and Service Layer) using Hibernate and spring framework.

Programming of spring services using AOP to eliminate the cross cutting concerns.

Provided utility to connect to LDAP to get the user details and the authorized packages.

Implemented JMS and Message Driven Beans to process messages

Extensively used Eclipse as an IDE for building, developing and integrating the application.

Provided SQL scripts and PL/SQL stored procedures for querying the database.

Provided JUnit test cases for the application to support the Test-Driven Development (TDD).

Used WebLogic Application Server for deploying the applications.

Managed source repository using SVN for version control tool.

Used ANT Script for building Application.

Designed Test Cases and User Manual for application.

Provided Production support.

Environment: Java 1.5, Servlets, JSP, Spring, Hibernate, Web services, JMS, XML, XSLT, JSON, HTML, CSS, JavaScript, WebLogic Server, Eclipse, Oracle, SQL, Stored Procedures, SVN, Log4j, ANT.

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