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Service Management

Sterling, Virginia, 20165, United States
February 26, 2018

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Professional Summary:

Having experience of around 6+ years in the field of Service-Now in Development, Maintenance and Administration.

Experience in Installation and Configuration of different modules of Service now.

Hands on experience in IT services of Service-Now tool like Incident and Problem Management, Change Management, Configuration Management, Service Catalog Requests, Knowledge Management, Reporting and Integration with Web Services.

Expertise in implementing Service Catalog, Incident Management, Configuration Management, Change Management, Workflows and Release Management.

Designed and Implemented service requests through service catalog in service now.

Flexible in developing Service Catalog items and handling UI Scripts.

Created many Catalog items and the workflows used by them.

Worked on Dublin, Eureka, Fuji and Geneva, Helsinki, Istanbul, Jakarta versions.

Hands on experience in creating the custom Applications, Modules in Service Now.

Extensive experience on Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts.

Providing daily support of Service Management Platform (Service Now), including Scripting, Configuration, Customization, Integrations, Administration Service Now processes (User management/Group management), Functions, Service Catalog and Workflow.

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.

Created Users, Groups and managing the user access to ITSM modules.

Integrated Service Now with LDAP for user population and configuration of Single Sign-on (SS0).

Integrating Service Now application with External applications using web services (SOAP) and data imports using import set.

Worked in the Front-end development using technologies like HTML, jQuery, CSS, and JavaScript.

Service Now - Web service integration with third party application.

Experience in generating reports and scheduling the reports as per the client requirement.

Experience on working with Script Includes and Scripted Web Services.

Wrote complex Access Control records to control access to sensitive data.

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

Prepared and maintained process and system-based documentation.

Implemented UAT activities in coordination with business units.

Created catalog items, workflows, inbound emails actions and update sets for service requests.

Assisted in Release Management during product and patch releases and managed documents and verified the changes.

Experience of Remedy Mid-tier system and Web Services.

Proven team player and team builder.

Excellent verbal, written and interpersonal communication skills.

Proven experience as a key technical resource leading the development of solutions in client environments.

Good knowledge of Grunt, GITS, HTTP and Restful services.

Excellent organizational, interpersonal, written and verbal communication skills also strong team player ability to work independently and in a team as well, ability to adapt to rapidly changing environment, commitment towards learning.


ServiceNow Certified Administrator

ITIL Certified

Technical Skills:

ITIL : ITSM, Service Now, JavaScript, HTML, CSS

Programming Languages : C, C++, Java, SQL, PL/SQL, Hive QL

Java : JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC Servlets, JSP, JSTL, Ajax, EJB

Scripting Languages : JavaScript, HTML, CSS, Ajax, XML, AngularJS, Bootstrap

Databases : Oracle 10g, MySQL

Database Tools : SQL Client, TOAD, SQL Developer

Web/Application Servers : IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE : Eclipse, Net Beans, TOAD

Version Control Tools : CVS, SVN

Business Intelligence Tools : Business Objects 6.5.1/XI R2/XI R3, Web Intelligence 2/2.5/2.6/2.7, Crystal X Celsius, Crystal Reports

Professional Experience:

Cleveland Clinic, OH Jan’17 – Till Date

Role: ServiceNow Developer/Integration Developer

Description: Involved in end to end implementation of ServiceNow solutions. Worked on Service Catalog, Dashboards, and Event Management and Incident Management module customizations along with enhancements. Integrations with other systems and tools and supervised upgrades. Performed day to day administration tasks. Proven Experience of Support, Customization, LDAP configuration, Jelly Scripting, Glide Script, Glide AJAX, UI Pages, CMS sites.


Created Applications, Modules, Tables, Columns as per the requirement specifications in ServiceNow.

Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.

Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.

Worked with reporting in configuring Service Level 'Agreements (SLA).

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

Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.

Involve in migration between various environments in Service Now using update sets and import sets.

Created Workflows, Sub flows and Tables on both Fuji and Eureka. Managed inbound and outbound notifications in Fuji and Eureka.

Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance.

Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.

Developed Transform maps to map values between Import Set and ServiceNow tables.

Involved in cloning between various environments in ServiceNow.

Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.

Extensively worked with REST GET and POST using basic HTTP Authentication.

Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.

Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.

Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.

Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.

Designing Technical Specs pre-development and updated post Development. Developed the business logic based on the requirement.

Involved in upgrading version of ServiceNow from Fuji to Geneva with focus on Service Catalog and have knowledge with patches for same version.

Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.

Worked on Glide AJAX and Glide Records for scripting and UI actions.

Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.

Worked on scheduling the report generation in ServiceNow as per the requirements.

Environment: SERVICE NOW (Dublin, Fuji, Helsinki), JavaScript, Java, Html, CSS, Glide Script, Web Services

Fortune Minds, NJ Jan’16 – Dec’16

Role: ServiceNow Developer/Administrator

Description: Project Description: Project involved in creating new functionalities on Service Now tool by creating workflows. Working on Service Catalog by preparing Order Guides Resolving incident and Problem tickets and also customizations of the modules.


Facilitating rollout of new applications and modules.

Worked on upgrade from Fuji to Helsinki, owing to flexible enhancements by Helsinki.

Provided analysis, design and development of Service-Now ticketing and incident management systems to support the company's technical operations.

Provided Service Now configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third-party software integrations.

Experience on integration methodologies and development as well as building integration to external systems, currently using as MID Server and Web Service.

Worked on designing, configuring and customizing new applications and modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration and Reporting.

Development of Service catalog - catalog items, designing work flows and execution plans.

Developed many Service Catalog items based on the requirement provided by the stakeholders.

Co-ordinated Service Catalog options, including two-step checkout, cart controls, and variables.

Creating the UI pages to use them in catalog items using the UI Scripts.

Assisting less experienced staff in user specifications, coding, testing and debugging.

Performing core configuration tasks including system policies, business rules and client scripts.

Managing data with tables, CMDB, import sets and update sets.

Creating workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.

Maintaining configuration Items, modification of forms and form Sections.

Involved in System Integration with Service Now using REST and SOAP API.

Managing service requests, incidents and problems on the support team.

Involved in Cloning and Migrations.

Wrote Custom Reports, scripts to integrate with 3rd party software.

Experience on testing updates in QA environment.

Created Update sets to move customizations between different systems.

Created full documentation for Service-Now applications.

Provided training and support to all Service-Now users.

Environment: SERVICE NOW (Eureka, Dublin, FUJI, Helsinki), Java Script, HTML, CMDB, CSS, Jelly etc.

CCS, Tampa, FL Jan’15 – Dec’15

Role: ServiceNow Consultant


Working with client and functional requirements within Service Now.

Facilitating rollout of new applications and modules.

Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.

Service Catalog and Request Workflow Design and Configuration.

Created various workflows for Incident Management, Change-Management, Service Requests and SLA's.

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.

Configured chat functionality for Service Desk ticketing queue.

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.

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

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

Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.

Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.

Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.

Developed reports as per requirements from management.

Documented all implementations and best practices defined within team.

Development of SLA for the organizations.

Implementation of ACL.

Customized Service Catalog Management.

Involved in creating and updating Access Control List (ACL) rules to control what data users can access and how they can access.

Environment: Service now, Incident management, Change Management, Problem Management, HTML, Java Script, CMDB, CMS HTML, CSS, Java Script, Jelly, and Glide

CST, India Nov’12 – Dec’14

Role: ServiceNow Administrator


Implemented Core configuration changes to the platform as well as supporting applications.

Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events, System and Upgrade logs).

Tracking of Incident from Opening to Closure, with timely communication to business.

Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.

Creation and Estimation of efforts for software change requests or enhancements.

Team Progress Tracking.

Incident Management and Problem Management activities.

Reviewing SLA performance and recommend corrective action.

To follow up on escalations and issues with clients and management.

Prepare Outage reports.

Performing and communicating Daily health checks to Management across Clients.

Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements.

Worked as an Architect to incorporate the requirements in the Service Now tool in an optimal way.

Coordinated with various stake holders and offshore team on day to day issues.

Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Service Now with other systems and customization.

Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.

Developed Team Performance and involved in grooming & mentoring team members on various processes.

Create data fix scripts for data corruption issues and perform Root Cause Analysis.

Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Educating end users on the usage of service now applications like incidents, problems and service catalogs.

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services

Value Labs, India Jan’12 – Oct’12

Role: Java Web Application Developer


•Actively involved in analyzing and collecting user requirements.

Wrote Specification for the development. Wrote JSPs, Servlets and deployed them on Tomcat application server.

Involved in writing PL/SQL Stored procedures, views for backend database access. Used JavaScript and HTML for UI, servlets as front controllers.

Developed Java Script for client-side validations. Expertise in Object Oriented Design using UML-Rational Rose.

Extensively involved in design discussions and used experience sessions to provide inputs on the layout UX.

Worked on DOM manipulation using JavaScript, jQuery, D3.js. Developed client-side validation code using JavaScript.

Involved in troubleshooting of Front End issues with the div base layout.

Fixed the HTML errors in site core content editor. Validated the code in HTML 4.01 and HTML5.

Performed GET and POST requests in Ajax of XML, JSON using JavaScript, jQuery.

Involved in fixing Front End issues with the layouts.

Improved user experience by designing and creating web components and features. Involved in Server side and Client-side programming.

Wrote SQL stored procedures and used JDBC to connect to database.

Developed data layer using JDBC. Created a user interface with HTML and JSP.

Involved in developing various servlets. Validated the application on testing environment.

Used DB2 as the database and wrote SQL & PL-SQL.

Environment: Java, JSP, HTML, Servlets, Java Script, AngularJS, DB2, SQL, PL-SQL, JDBC, UML, Apache Tomcat

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