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Service Management

Santa Monica, CA
June 22, 2018

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Naveen Kumar



•Over 7+ years of professional IT experience and 3+ years of experience in ServiceNow Development, Maintenance and administration.

•Experience in Installation and Configuration of different modules of ServiceNow.

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

•Experience with complex integrations within the ITSM environment such as ServiceNow -Siebel, ServiceNow - Web service integration with third party application, BMC Remedy

•Experience in Service Management and Service Delivery Process. (ITIL Frame Work).

•Around 4 years of extensive Experience in designing User Interface (UI) applications and professional web applications using HTML5, CSS3, JavaScript, AngularJs, jQuery, AJAX, JSON and XML.

•Integration and Automation with Web Services to Amazon Web Services (AWS), Azure Web Services (Azure) and VM Ware.

•Direct hands on experience on various IT Services of Service-Now tool like Asset Management, Service-Now Administration, Reporting, Gauges, Integration with Web Services.

•Good hands on Experience working on Setting up ServiceNow Discovery, CI Classification, Setting up Credential’s.

•Good Hands on Experience creating Custom Probes and Sensors.

•Setting Up Mid Server for Multiple Environments and convert into Cluster’s.

•Good hands on Experience on Setting up LDAP and LDAPS to Get Users and Groups Data from the Active Directory (AD).

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

•Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.

•Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.

•Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.

•Experienced in complex transform scripts in transforming the data into the SNOW database.

•Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script.

•Extensive experience of integrating ServiceNow with 3rd. party tools and implantation of SOAP and REST API.

•Experienced in different custom applications for automating the business processes of customer.

•Functional knowledge and implementation experience of ITSM frameworks.

• Good experience with developing highly scalable, high available websites.

•Experienced in AGILE/SCRUM methodology.

•Extensively worked on CSS Background, CSS Positioning, CSS Text, CSS Border, CSS Margin, CSS Padding, CSS Table, CSS Sprites, Pseudo Classes, Pseudo Elements and CSS Behaviors in CSS.

•Well experienced in using Adobe Photoshop CS3.

•Experience using BOOTSTRAP for Responsive Web Design.

•Experience using version controls like GIT and SVN.

•Strong experience with Apache Webserver administration.

•Strong communication, problem-solving, organizing and planning skills with ability to work independently or in a team environment.

•Experience using JIRA for gathering requirements and defect tracking.


Master of Science in Computer Science (GPA 3.78) Aug 2009-May 2011

Bachelor of Engineering in Computer Science (GPA 3.00) Aug 2005-May 2009


ITSM Tools

Service-Now, ITSM Suite






MySQL6.x/5.x/4.x, Oracle, SQL Server

Version Control



Vscode, Eclipse PDT, Sublime and Notepad++


Windows XP, MAC OS, Linux


Beachbody Pittsburgh, PA / Santa Monica, CA. May 2016 - Current

ServiceNow Developer / Admin


Perform day to day administration of the ServiceNow tool Maintain business services and configuration item relationships in ServiceNow tool.

Develop and manage application code, user interface, and third-party integration components

Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)

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

Manages users, groups and roles.

Manages data with Tables, CMDB, Import Sets, and Update Sets.

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

Performs migration activities (Dev to QA, QA to Prod)

Access Control List (ACL) on an SNMP device can prevent Discovery from identifying the device.

Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).

Working as a Developer to incorporate the requirements in the ServiceNow tool in an optimal way.

Working on the Systems Requirement Specification (SRS) including problem analysis and system definition models defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation.

Implementing ServiceNow Discovery and CMDB and integrating it with Change management.

Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best practices.

Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.

Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.

Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.

Integrating ServiceNow with other systems and customization.

Worked on the release and problem management from requirements gathering through testing.

Worked on the things relating to ServiceNow: Discovery, Automation, CMDB population, Security Roles.

Worked on the functionality of Inventory Management plugin into Asset Management.

Working on classifying, identifying, and updating all the devices in an IP range, including the SNMP devices protected by an ACL.

Worked on ServiceNow scripts by using JavaScript including client scripts and mail scripts.

Worked on customizing user interface including forms, lists and created record producers for incident and change management.

Customized and created workflows for change management, knowledge management and for service catalog items.

Monitored and performed ServiceNow admin activities which involves group, user administration. Worked on automated workflow, created training documents, trained personnel, updated processes and procedures.

Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes. Managing ServiceNow (Change Management) to automate and standardize business processes for all Go-Lives.

Involved in change and release to production touch points, incident and problem management processes.

Involved in operation, requirements identification and documentation, preliminary and detailed system definition, system design reviews Involved in MID Servers for granted access to the SNMP devices by the ACL.

Creating ACLs as per Business requirements.

Import data into the instance for users, configuration items, locations, etc., per each client domains

Creation of various reports depending on the customer requirement.

Coding and review findings as per the best practices of Service Now

Responsible to give KT'S or knowledge session to the client and the team members about the work done.

Update set capturing and moving customizations to different instances.

Creation of Users, groups, roles and delegation.

Customizing forms, lists, choices for custom applications based on the requirement.

Importing data into service-now by using import set.

Used ACL for controlling security mechanism in service-now.

Worked on client side and server-side scripting according to the client requirements.

Creating Process flow bar, Formatters, Annotation for forms as per the business requirement.

Gathered and analyzed requirements.

Created and maintained technical documentation, bug fixes.

8k Miles San Ramon, CA Feb 2015 – May 2016

ServiceNow Admin / Developer


•Create new service catalog requests and items with variables.

•Developed UI Appearance for Service Catalog Requests.

•Designing, configuring and customizing new applications and modules.

•Build reports, gauges, and home pages.

•Create and use update sets to move customizations between systems.

•Configuration of Email Notification and Alerts to notify users about specific activities in the system.

•Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.

•Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.

•Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA’s.

•Has been part of end user self-service portal management.

•Configured end to end process for Knowledge management and worked on the knowledge Centered Support (KCS) plugin.

•Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.

•Configured LDAP Server and LDAP Listener for updating the user and group table record.

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

•Created many standard workflows which are being re-used and propagated.

•Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.

•Maintain the integrity of the service-now tool across production and non-production environments.

•Involved in production support for all the Service-Now related issues.

•Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.

•Worked on system/security requirements analysis and secure system definition.

•Worked on SNMP devices in a network protected by an ACL for the project.

•Developed test scripts for ServiceNow regression test bed.

•Implemented ITSM across security organization resulting in substantial increased customer satisfaction.

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

•Worked on Configuring the IP Addresses to help find out the un discovered CI’s into CMDB.

•Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials.

•Worked on the project management of service implementations and changes, staff management, asset management.

•Did performance tuning of the ServiceNow and also worked on System Diagnosis.

TRIA Beauty Dublin, CA Sept 2012 – Jan 2015


Tria Beauty is into cosmetic industry producing biomedical devices which utilize laser technology. The web application involved in selling the products online across North America, Europe, Japan and Korea. The web application is powered by Java in the backend with Hybris as the ecommerce tool. The front-end involved creating/redesigning all the TRIA websites utilizing HTML5, CSS3 and JQUERY and supporting the websites for both Desktop, tablets and mobile devices.



•Designed dynamic and browser compatible pages using HTML, CSS, JavaScript and Ajax.

•Developed Graphics using Adobe Photoshop CS3.

•Developed data insertion forms and validated them using JavaScript.

•Created Fade-in/Fadeout and animation effects using jQuery.

•Performed Ajax functionality and XML parsing using jQuery.

•Created Email templates using HTML Tables and managed them in Exact Target.

•Coordinated with other teams for campaign accuracy as per established quality specifications.

•Executed processes for conducting proper campaigns across multiple email clients and mobile devices.

•Executed processes for development and maintenance of internal email templates and standards.

•Developed promotional, stream, purchase, cart abandon and welcome emails.

•Used LITMUS for testing in different browsers and different devices like mobile, tablets and desktops.

•Used Vector Markup Language and Backgrounds for solving background image issues on outlook.

•Used Exact Target and StrongView CRM for hosting emails.

•Experience Using Product Cockpit Management and WCMS to manage the content.

•Used SASS for managing and reusing the styles.

•Used Bootstrap standard classes to get static pages responsive and added few custom classes to make few areas fit into the responsive design.

•Used image-responsive class to make the images responsive across all devices.

•Used AngularJS MVC for data binding, dependency injection, connecting to services and for creating custom directives.

•Utilized Angular MV framework for developing a Single Page Application for the customer care department intranet project.

•Worked with Node, Grunt and bower for setting up the server, automating the tasks and managing dependencies.

• Created mobile templates for iPhone and Android.

•Used JavaScript and XML to update a portion of a web page thus reducing bandwidth usage and load time and add modal dialog in web pages to get user input and requests.

•Configured SSL certificates and managed client connections in Apache.

•Worked with different jQuery and customized accordingly.

•Used Tortoise SVN to check in code to dev Environment and to avoid merge issues.

•Resolving all the assigned defects and interacting with QA to resolve any issues.

•Used JIRA as the Bug Tracking tool.

Environment: HTML5, CSS3, JavaScript, AngularJS, jQuery, AJAX, Adobe Photoshop CS3, Apache Webserver 2.2, Hybris, Java, JSP, PHP, Linux, Spring MVC, Node, Grunt, Bower, StrongView.

Farmers Insurance, Olathe, KS April 2011 – Sept 2012

UI Developer

Farmers Insurance is an insurer group of automobiles and homes. I was part of its ADE dashboard team, which was tasked to maintain and extend the dashboard’s support towards IE 11 and all other modern browsers. I was tasked to make the internal website’s dashboard compatible with all the modern browsers as it was only supported on IE 8 or lower.


Worked closely with developers in understanding the architecture of the farmer’s dashboard website.

Understood business requirements by closely following up with Business analyst and systems analyst.

Worked on major bug fixes, which included UI issues and functionality issues as well.

Developed the complete HTML, CSS and JavaScript of the dynamic web pages with emphasis on performance, accessibility (AA) and SEO standards.

Implemented Performance Tuning to make the page’s load fast and in an effective way.

Developed Form validations with error messages in a dialog box using JavaScript.

Worked on implementing the Tracking Tags at click level of each event in the webpages using JavaScript.

Designed business applications using web technologies like HTML, DHTML, XHTML, and CSS based on the W3C standards.

Used jQuery extensively for event handling, DOM manipulation and cross-browser compatibility.

Used jQuery for creating dynamic carousel, Dynamic tabs with the flexibility of changing the order of the layouts and Accordion.

Worked with solution design team in understanding the widget’s features.

Implemented agent widget based on the wire frames provided by the design team.

Built the template, pulled agent information from JSON object and rendered it onto the widget.

Made widget as a modal popup by using colorbox plug in.

Used Firebug, Firebug Lite, and IE Developer Toolbar for debugging and browser compatibility.

Interacting with Design team and Business for gathering the requirements and functionality.

Used JSON for collecting data from and sending requests for client-side Applications.

Implemented AJAX functionality using jQuery to add interactive features to the website.

Environment: HTML, CSS, JavaScript, jQuery, JSP, WebSphere, IBM RAD, IBM Clear Case, QC

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