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Service Developer

New York City, NY
November 15, 2018

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ServiceNow Developer/Admin

Phone: 609-***-**** Email:

Professional Summary:

A Qualified IT Professional with 9+ Years of extensive IT experience and 5 years of experience as a ServiceNow Consultant in ITSM applications administration and tech support.

Experienced as a ServiceNow Analyst, and Developer in CMS, Discovery and CMDB. Worked on ServiceNow Dublin, Geneva, and Helsinki and Istanbul versions.

Integration of External Third-party tools, Groups, Roles, ACLs, Incident, Problem, Change, Knowledge and Request Management. Alongside with Scripting and Customizing Workflows, Business Rules, Client Scripts, UI Policies, and Script Includes.

Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities, in Helsinki Upgrade.

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

Initiated while participating in planning, analysis and implementation of solution in support of business.

Worked as ServiceNow Business Analyst assists in the development and delivery of technical and process-oriented solutions and recommendations in support of the production environment.

Worked at a high level of most phases of systems analysis and considers the business implications of the application of technology to the current and future business environment.

Expertise in architectural design, development and implementation of applications for various business areas like government, trading, banking, financial, health, Insurance, Auditing, inventory management and other industries with more concentration on the designing of systems using Visio, UML, and Rational Rose.

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.

Performed user account administration and governance, including group maintenance, user roles and process user license tracking, and monitoring of single-sign on providers.

Provided end-user technical support to resolve issues, answer questions and provide additional training as needed.

Monitor external system integrations and perform manual exports and imports as needed to support integrations.

Performed application development and maintenance, including development of new features and enhancements to existing applications through platform configuration and customization.

Developed new data imports and transforms.

Developed custom reports for end-users that require assistance with report creation.

Provided backup to other team members, as needed, for activities such as CMDB administration, system upgrade and patching, regression testing and releasing of new applications.

Experienced configuring and monitoring ServiceNow Discovery, including development of custom probes and sensors Programming experience with server-side and client-side JavaScript, Ajax, HTML and XML, preferably within ServiceNow (business rules, script includes, client scripts, transform map scripts, etc.).

Advanced ServiceNow skills such as workflow development and custom application development

Technical skills profile:

ITIL Tools

ServiceNow modules onIstanbul,Helsinki, Genevaversions. Service Strategy, Continual Service Improvement, Service Design, Service Transition, ServiceOperation, Service Catalog Management, Business Service Catalog, Technical Service Catalog.

Web Technologies

XML, HTML, Java, Java Script, PowerPoint VBA.


Oracle 11g, MS- Sql Server, MS-Access

Operating System

Windows, UNIX, Linux


SQL*Loader, MS Office, MS Visio WINSQL, WINSCP, Verson1, Jenkins

Professional Experience :

PNC Bank, TX Jul 2017 – Present

ServiceNow Developer/Admin

Upgrading BMC Remedy ITSM has never been easy. The complexity, business disruption and cost are so daunting that many companies repeatedly postpone their Remedy ITSM upgrade. ITSM is typically so highly integrated into business operations, that the impact of a failed upgrade can be mission-critical. Consequently, more and more companies are choosing to migrate to ServiceNow rather than undergo a complex and expensive upgrade of their legacy Remedy ITSM system.


Involved in gathering the requirements from the business team and writing the technical design documents.

Implementation and upgrading with the ServiceNow ITSM platform (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in ServiceNow.

Performed configurations and customizations of Service Now applications like Service Catalog, Incident and Change. Involved in working and developing of ServiceNow plugging and customizations.

Involved in configuring the Business Rules, Client Scripts, UI Policies, Data Policies in the ServiceNow.

Created server-side scripts and client-side scripts, script includes, scripted Web Services.

Performed system and application configuration and management. Provide level 2 customer support of tickets assigned to the ServiceNow team.

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

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

Created functional and technical specifications documents for various ServiceNow modules

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

Worked on creating and configuring the Applications, Modules, Business Rules, Client Scripts, UI Actions, UI Macros in ServiceNow

Involved in configuring the Data Policies and UI Policies as per the requirements

Coordinating the instance upgrade activities and migration activities using Update Sets

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

Worked on loading the data into ServiceNow using import sets

Extensively worked on CMDB and set up mid servers as per the requirements

Populated the CIs (Configuration Items) and configured the CI relations in CMDB

Designed Content Management System which involved layout, CSS, and Service Catalog work.

Utilized the Service Now Service Catalog for users to create Service Requests and Service Items and worked on integrating Service Now with external SOAP and REST based web services.

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

Prepared UAT test cases and performed User acceptance testing on all the expected features behavior.

Planed& executed Windows/Unix, Network Discovery through SNOW Discovery and day to day Discovery & troubleshooting Tasks

Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.

Environment: Service-Now-Helsinki, Fuji, Eureka versions, Workflows, Sub flows, Catalogs, CMDB, Glide Script & Client Script.

KPMG SFO, CA Aug 2016 – Jun 2017

ServiceNow Developer/Admin

Worked on maintenance of different ITIL modules like Incident Management, Change Management, Problem Management, and Knowledge Management. Worked on Discovery for troubleshooting and monitoring the connectivity and on modification of UI pages using Client Scripts, UI Policies.


Participated in ServiceNow Quick Start Implementation process and implementation of Incident, Change, Problem, Knowledge and Service Catalog.

Moved data in and out of an instance using import sets and transform maps and also auto import of data into ServiceNow.

End-to-end implementation of ITSM modules Incident Management, Project Management, Change Management, SLM, CMDB, KM, and Service Catalogs along with Service Portal Minimal Customizations.

Worked with transform maps, data sources and different transform scripts for data loads and management.

Defined new validations through Angular.JS for the form field validation implemented through HTML5.

Wrote Catalog client scripts and UI policies to make client side changes andcreated the UI pages to use them in catalog items; implemented using UI scripts.

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

Worked with complex client/server validations and workflows.

Implemented, customized and maintained ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.

Configured and modified HTML fields and tool bar using the Tiny MCE HTML Editor.

Worked on PPM project management and demand management.

Created workflows and assignment rules for the Customer Service Management application (CSM).

Used Access Control Rules for securing and providing the right access to right person/role.

Daily monitoring/update of tasks using SDLC (sprints, stories etc.) module in ServiceNow.

Worked on self-service software ServiceNow Deployment and System Center Configuration Manager.

Instrumental in implementation and deployment of multi-tenant software as a service (SaaS).

Worked on Portal Development from scratch.

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

Used server-side scripting (Business Rules, UI Action) to meet the data requirements set forth by the Customer.

Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.

Record producers and maintain items to provide user an intellectual and easy to understand UI to submit Catalog Item.

Experienced with SSO (Single Sign On) in ServiceNow.

Great expertise in testing web services via SOAP, using the open source testing tool SoapUI.

Configured reports, scheduled reports and created custom charts.

Configured service level management (SLA, OLA).

Working knowledge of web applications, networks, protocols and email.

Involved in configuring the Data and UI Policies as per the requirements.

Created data sources and loaded the ServiceNow tables with different data formats.

Responsible for ensuring that all the CIs are registered and these records are correct and up to date.

Developed REST/HTTP APIs for exposing geospatial applications.

Created database views to pull the reports on variables which are being used by Catalog Items.

Developed new Service Catalog Items and fix bugs in incident, problem and change management

Environment: ServiceNow,, ITIL V3, ITSM, JavaScript, JSON, jQuery, Web Services, SOAP, XML, HTML, Iframes, UNIX, AJAX, Integrations, SCRUM.

Ericsson, Chicago, IL Feb 2015 to July 2016

ServiceNow Developer/Admin


Performed system and application configuration and management. Provide level 2 customer support of tickets assigned to the ServiceNow team.

Business Rules were created to insert records in a custom table (user profile) that managed which user is having which role in which application and an authorization flag was placed which was made as false until and unless it was not approved from Application Approver/owner.

Used JDBC and ODBC of Data Sources for setting up the configuration database in ServiceNow.

Once a role was assigned to the user an approval was sent to the Application owner requesting the approval of that application with that role. When approved, user could access the list, table, view, form based on the operation assigned to that role.

Set up the SLA for incident, problem, change management processes as per the requirement.

Established and maintained effective communications with customers, other technology specialists, and vendors about services.

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

Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.

Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.

Coordinated Service Catalog options, including two-step checkout, cart controls, variables and also created notifications based on user requirements and configured inbound email actions to create incidents or request.

Worked on UI customizations for forms, lists and UI actions.

Client scripts were used for hiding/showing fields on various forms.

Configured reports, scheduled reports and created custom charts.

Experienced with Java and Jelly scripting in ServiceNow.

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

Documented all implementations and best practices defined within team.

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

Environment: CMDB, ServiceNow, Remedy, ITIL, JavaScript, Workflows, Incident Management, Problem Management, Change Management, HTML, CSS.

Citi Bank, TX Nov 2013 – Jan 2015

ServiceNow Developer


Involved in creation of Functional and Technical Design Documents as per the requirements from the business team.

Involved in requirement gathering sessions.

Involved in creation of ServiceNow Applications, Modules, and Tables as per requirements.

Used Apache Axis as the Web Services framework for creating and deploying Web Services clients using SOAP and WSDL

Involved in customization of forms for various ServiceNow applications.

Involved in creation and configuration of business rules, client scripts as per the required functionality.

Involved in setting up the SLA as per the requirements.

Involved in configuring the UI Actions, UI Policies, Client side scripting and server side scripting.

Worked as a BMC Consultant to integrate BMC Atrium Core CMDB with ADDM to bring ADDMdiscovered CI's into CMDB.

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

Develop consumer based features and applications using Python, Django, HTML, Behavior Driven Development (BDD) and pair based programming

Involved in redesigning the workflows using ServiceNow workflow editor.

Involved in reconciliation of complicated workflows to simpler form.

Environment: Service Now Calgary/Dublin, Windows 8, XML, Oracle 11g, Toad, SQL*Plus.

IGATE, Hyderabad Mar 2011 – Sept 2013

UI Developer


Responsible for creating the look and feel of the public website.

Worked with designer who designed user interfaces and prototypes for a web-based internal system.

Worked on front end pages that were developed in a professional manner using HTML, CSS, JavaScript, and JQUERY.

Developed and implemented user interfaces as per latest W3C standards.

Developed client side validation code using JavaScript and JQUERY.

Creating cross-browser compatible and standards-compliant CSS-based page layouts.

Involved in fixing Front-End issues with the layouts.

Actively used XML (documents and transformations) for creating templates with dynamic data from XML file.

Extensively used/modified JQUERY to perform AJAX calls for creating interactive web pages on JSON response.

Worked with backend developers to convert HTML/CSS non-functional pages into dynamic JSP pages.

Developed cross-browser pages using CSS, HTML, DHTML, and JavaScript

Coded pages with best Search Engine Optimization (SEO) techniques.

Designed applications that execute on various browsers such as Internet Explorer, Mozilla Firefox, Google Chrome, and Opera using various debugging tools like Firebugs/IE Developer Tools.

Environment: JAVA, Servlets, EJB, JDBC, Hibernate, spring, JSP, Java Script, SVN and HTML, XML and SQL

TechFort, Hyderabad June 2009 – Feb 2011

UI Developer


Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.

Core Application Administration: Policies Interactions, Application Security, Events Notifications.

Managing client scripts, UI policies, UI actions and Data policies.

Moving 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.

Develops new applications from beginning to end.

Maintains existing applications. Creates code that meets system standards.

Integration of service now with LDAP for authentication.

Integration of Service Now with BMC Remedy for ticket creation on change submit.

Subject Matter expert on Incident Management, Change Management Process and Knowledge article.

Recommends appropriate design alternatives to be implemented based on customer constraints.

Develops conversion plans and procedures.

Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.

Migration of customizations from one instance to other instance.

Ongoing Maintenance.

Environment: HTML, XHTML, CSS, AJAX, Angular JS, JSP, Servelets, XML, JDBC, MVC.

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