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Service Management

Pennsylvania, United States
January 09, 2018

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Ph: 614-***-****


Professional Summary:

Having 6+ years of experience in IT Industry and good expertise on Service Now Developer/Analyst in all aspects of client engagement lifecycles including Requirement gathering & effort scoping, product implementation & development, production support, and system upgrades on ITSM and monitoring.

In-depth knowledge of the technical implementation of Incident Management, Change Management, Problem, Service Catalog, Reporting, and Integrations.

Good Knowledge on the ITSM/ ITIL Framework

Proven experience in working with wide variety of ITIL tools like BMC Remedy, HP Service Manager and various Service Now modules, CMDB, SDLC, ITIL tools, integrations within complex ITSM environment.

Experience in design, development and deployment in Service Now and also integrating Quality Centre and also with the Service Now modules like Asset Management, Incident Management, and Problem Management.

Professional experience in IT industry on Cross Platform (Web & Client-Server) application development and design using Object Oriented Programming, Java technologies in providing enterprise business solutions.

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

Expertise on creation of workflows for Service Catalog items in Service-Now.

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

Expert on Service Now Discovery module, comfortable deploying discoveries in a multi-data center environment. Proven Service Now implementation experience.

Familiar with Service Now Content Management System (CMS)

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

Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog, Knowledge management, SDLC Scrum, Project and Portfolio management and Reporting.

Involved in requirement analysis, Business analysis, Use Case analysis, change management and configuration management.

Extensive experience in using Java, J2EE, EJB, Web Services, JSP, Servlets, Struts, spring, ANT, JavaBeans, JDBC, HTML, JavaScript, CSS and XML.

Extensive of server-side development experience using the technologies EJB, Web Services, XML, JAXB, Oracle, MySQL Server, SQL, PL/SQL.

Strong work experience on Relational database management systems like DB2, Oracle and SQL server.

Strong work experience in different software development life cycles like Water fall, iterative development & Agile.

Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.

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, interpersonal skills.

Efficiency in working independently, inter-communication skills, fluency in language with hardworking skills as a team member

Technical Skills:

Tools & Technologies

ITSM, ITIL, Service Now, Visual Matrix PMS, Remedy ARS 7.x, SAML, LDAP.


SQL, T-SQL,, C#, C++, Java

Software Methodologies

SDLC, Waterfall, Agile, XP, Scrum


DB2,Oracle, SQL Server

Web Technologies

Web Services, HTML, DHTML, XML, Java script.

Operating systems

Windows7/XP/Vista, Windows 2000/2003/2008 Server, Linux, UNIX.

Project Exposure:

Teva Pharmaceuticals, North wales, PA

Role: Service Now Developer / Administrator March 2016 to present

Description: Worked as a Service Now Developer/ Administrator. Involved in implementation of Incident Management, Change Management, Problem Management, Asset Management, Service portal and Service Catalog. Provided Training to QA tester regarding test scripts for the stories. Worked in Fuji, Geneva, Helsinki, Istanbul versions of ServiceNow


Worked in performing day to day administration/developing of Service Now application, including making approved changes to process and work flows, building reports, managing data, personalizing lists, content management and technical support.

Involved in development of Service catalog which includes creating new catalog items, designing workflows for Change management.

Created Jelly Scripting for UI Macros

Created SLA and OLA for 3rd party applications like WIPRO, Enterprise

Created background scripts for multi closing of random tickets

Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in ServiceNow.

Worked with Service Catalog and Incident Management customizations.

Worked with business services, service offerings

Worked in translations. Service now items, categories, catalog items, notifications, messages are translated to 19 different languages.

Developed and implemented an ITSM solution in the ServiceNow framework at a global scale for Change Management, Incident Management and Service Requests

Created and ran many background scripts based on the requirements.

Done Imports from Excel, XML and so on using Import sets, Import form XML.

Performed migration activities (Dev to test instance, test to Prod) using Update-Sets.

Worked with Instance cloning.

Worked on integrating Service Now with LDAP and SSO Implementation.

Worked on creating workflows and editing.

Created SOP for Incident and catalog managements.

Worked on knowledge articles, created around 30 knowledge articles.

Done customizations on Apps Market.

Made the tasks like installing, configuring, modifying, maintaining, administering applications, networks, databases, and other systems for Service Now and other assigned applications

Worked with web services integration (SOAP, WSDL, REST)

Wrote many business rules, client scripts and script includes.

Loaded Assets using Data sources, Transform maps

Worked with the Email notifications.

Worked a bit on Release Management for on Products, tasks.

Moved data in and out of an instance using import sets and transform maps and also auto import of data into service now. Defining Service Level Agreements SLAs, notifications and Reports.

Managed users, groups and roles in Service Now.

Created New CI models – Modules, Applications, Application Components by collecting the information directly from clients.

Created Data sources, Transform maps, Transform scripts for data loading.

Performed core configuration tasks including UI policies, business rules and client scripts.

Designed Front-end Applications using HTML, CSS, AJAX, XML, JQuery and JavaScript.

Created widgets for Service Portal.

From Helsinki release worked on GRC products, Policy management, Risk management, Audit management.

Uses Risk management to define the loss of Facilities management

Created Dashboards and reports

Created SLA and OLA and Underpinning definitions for 3rd party applications like WIPRO, Enterprise

Worked on Discovery and set up mid servers and check for the connectivity.

Worked on changing the templates for the email notifications.

Provided training to QA tester and End users in how to use the Service Now platform

Created test scripts on several development works done.

Worked with the users, in explaining them about service now usage.

Nationwide Insurance, Columbus, OH

Role: Service Now Developer / Administrator Feb 2015 to Feb 2016

Description: Worked with service Desk internal application, where user will take care of any issues raised by various teams enter to portal by checking logs and create level of problem/incident and assigned to teams to resolve issue.


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

Working with client and functional requirements within Service Now.

Facilitating rollout of new applications and modules.

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

Interacted with the Asset Management Users to analyze the business process and gathered the requirements, made necessary changes to schema objects to fulfill their reporting and business needs.

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.

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

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

The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.

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

Designed many email templates by using html and jelly scripting and used them in notifications

Worked with windows team, network team and Asset team in order 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.

Extensively performed Architecting, Analysis and design the usage of BMC CMDB, and Asset Management modules and deployed globally

Worked on business requirements and technical specifications for ITSM platform.

Worked mostly in Service Catalog and integration and modifications in Service Now tool.

Written script includes and invoked them in business rules and client scripts

Imported Active Directory to Service now using data sources.

Responsible for the overall management and data governance of ServiceNow supporting the ITIL processes to configure changes and updating records from the Configuration Module (CMDB), Incident, Change, Data Administration, Report, Service Catalog, Knowledge Base and User Administration modules and migrate data from legacy ITSM applications into ServiceNow.

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

Created transform maps both automatic field mapping and scripting

Also worked on Asset Management and loaded the data into it.

Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.

Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.

Used JMS integration to fulfil this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfil the requirements.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.

Symantec, Mountain View, CA

Role: Service Now Developer / Administrator Sep 2014 – Feb 2015

Description: Worked as a Service Now developer. Involved in integration and changes. Worked in the Service Catalog, CM, and UI pages. Involved in configuring various Service Now systems with Workflows. Worked with various Service Now components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility and Service Request Management.


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

A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management.

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

Written script includes and invoked them in business rules and client scripts.

Imported many CI using import set tables.

Created transform maps both automatic field mapping and scripting.

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

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

Extensive experience in the development and customization of Service Catalog Items and Workflows. Experienced in the SDLC, deploying new applications/modules

Created many standard workflows which are being re-used and propagated and handled many custom events.

Responsible for the Service Now tool administration module and creation of new Users, Roles, IT Services, Application, Business Services and Rules.

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

Developed SLA and reporting.

Design and Implementation of service requests through service catalogue in service now.

Analyze problems; creating new solutions and new techniques.

Defining the process for each service request.

Configured Email, inbound and outbound email actions and developed mail scripts on need basis.

Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.

Worked as a developer for an End-To-End development for a re-factoring project, resolved many issues and worked on CMDB Management to resolve issues that were a major defect in Blackhawk Networks.

Managed data with Tables, the CMDB, Import Sets, and Update Sets.

Involved in defining the Problem Management process in the firm and ensure stability in the IT plant by having a robust Major Incident management process.

Creating scheduled tasks, monitoring the ticket queues and generating statistics.

Documented all implementations and best practices defined within team.

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

Developed UI Actions, script includes and Business rules for overall platform requests.

Assisted in Release Management during product and patch releases.

Receives, logs and allocates a priority to all requests for changes

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

Worked on the integration of Service Now with Siebel, integrated Incident module.

Environment: Service-Now, java, CSS, HTML, Web Services, CMDB, MS SQL server-2008

Mphasis, India

Role: Java Developer May 2013 –July 2014


Attended training sessions

Provided assistance to the Team members

Coordinated with the Team in designing validation programs using HTML and JavaScript

Helped in maintaining applications

Maintained the java relevant tasks on its website

Monitor the inter company web interface and trouble shoot when needed to facilitate smooth interaction

Assisted in analyzing client’ technical requirement

Helped in designing technical documents to develop code

Maintained additional java codes to server as enhancement to existing applications

Helped in providing support in troubleshooting the error and bugs

Participated in workshops, in development and implementation of modules

Analyzed business and technical requirements of the company

Agilent Technology International Pvt. Ltd, India

Role: Java Developer Dec 2011 to March 2013

Description: Worked with in analyzing the requirements, modeling and designing features and also in the design and development.


Developed UI, presentation layer using HTML, JavaScript, AJAX Tools and Java Server pages in Struts Framework.

Converted HTML to JSP and developed DAO's, Controller's, Managers

Identified the areas of improvement and the scope of enhancements in the system

Customer/user coordination, Requirement Analysis, Design and Review of code deliverables

Estimated and planned for change requests, New Enhancements and task assignment to team

Analyzed user requirements using MS Visio 2005

Developed User Control using HTML and JavaScript

Configured Apache web server to create proper development environment

Created Queries and Tables using MySQL

Used JSP in the front end of application

Solved cross browser compatibility issues using JavaScript

Normalized the tables through first, second and third normal forms

Extensively used sessions for maintaining data state

Extensively used JavaScript to resolve the cross browser compatibility issues

Worked on Incident Management, Change Management modules of Service Now

Involve in Production Support and Enhancement Development

Attend Scrum meetings to develop the modules

Educational Details:

Master of Science in Information Systems from Murray State University, Kentucky

Bachelor’s degree in Engineering technology, JNTU (Hyderabad)


References will be furnished upon request.

Contact this candidate