Service Management
Resume:
sandeep
*******.**@*******.***
Over 5+ years of experience in Designing, customization, enhancing, workflow configuration, integrating and supporting Service-Now suite of products such as Incident, Problem, Change, Asset and Service Request managements.
Good understanding about ITIL standards which are helpful in development and customization of IT service management applications.
Experience in creating the custom Applications, Modules in Service-now as per the requirements.
Experience on the Implementation and maintenance of Business Rules, Client Scripts.
Experience with Access Control Lists (ACLs) and SLAs for various ITIL processes as per the requirements
Change management experience using Update Sets, Import Sets in Service-now
Experience in working with the workflows using Service-now workflow editor. Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in Service-now Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in Service-now
Excellent experience in Service-now Administration and Production support.
Experienced in complex transform scripts in transforming the data into the SNOW database.
Experience in working with Content Management System(CMS) using Jelly script and UI Macros
Experience in working with Scripted Web Services, Script Includes, Scratch Pad Writing Data Sources, Transform maps and properly analyzing coalesce to avoid duplicates.
Experience in working in the AGILE and Waterfall environments on various projects.
Extensive experience of integrating Service-now with 3rd party tools with SOAP and REST services
Trained the end users to effectively use the reporting application to build and customize their reports.
Excellent communication skills, strong architectural skills, hardworking and a very good team worker with interpersonal communication and analytical
Work Experience
Service Now Admin/Developer
GWL Insurance
-
Winnipeg,Manitoba
November 2015 to Present
Roles & Responsibilities:
Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents
Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now
• Worked on loading the data into Service-Now using import sets
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies
• Involved in creating and configuring the SLAs as per the requirement
• Designed User Interface for Catalog Design and worked Catalog Designer.
• Imported data from various data sources (FILE, JDBC) using import sets and transform maps.
• Communicated with external web services using SOAP Messages and REST.
• Imported Configuration Items(CI) from third party applications using import set tables
• Involved in migration between various Service-Now instances using Update Sets
• Loaded assets into SNOW from third party system using Web Services and Import Sets
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Excellent knowledge on code migration between various Service-Now environments using Update Sets
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Involved in redesigning the workflows using Service-Now workflow editor
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Creating the UI pages to use them in catalog items using the UI Scripts
Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
Environment: Service Now Eureka/Fuji, Windows 7, XML, UNIX
Service Now Developer/Admin
NTT DATA
-
Montreal,Quebec
JAN 2015 to OCT 2015
Roles & Responsibilities:
• Responsible for gathering requirements and designing the Service Catalog from the scratch
• Design solutions to enhancement requests by developing with JavaScript
• Created Client Scripts, Ajax Scripts, Business Rules, Script Includes, UI Policies, UI Actions and Email Notifications
• Developed user interface elements for Web-based applications based on program specifications using JavaScript
•Creation of catalog Items with Variables and Variable sets. Using Transform maps to import Data to Configuration Management. Customizing the forms and Lists of Incident and Problem Management tables.
•Writing Business rules, Client scripts, UI actions and UI Policies as per the client requirement. Importing the Data in different formats (excel, cave, xml) via attachments.
•Resolving incidents raised by the users on day to day business process. Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications
•Involved in creating and updating Access Control List (ACL) rules Designing the Content Management System which involved CSS, Service catalogs. Built forms in Service Catalog Module.
•Created standard re-usable workflows Worked on fixing incidents related to Incident, Event, Problem, Change, Configuration and Service Catalog Management
•Created MID server setting from Scratch Involved in migration between various Servicenow instances using Update Sets
Environment: SERVICE NOW (Eureka), JAVASCRIPT, HTML, MID SERVER
ServiceNow Developer
BANK OF AMERICA
-
Hyderabad,India
Aug2011 to NOV 2014
Roles & Responsibilities:
•An extensive hand on various scripting API's present in ServiceNow platform, Service Catalog and Request Workflow Design and Configuration.
The service we also provided 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.
• Participating in both projects and monthly maintenance cycles.
• Experience in handling XML files.
• Strong knowledge of relational databases and SQL.
• Maintain service level agreement (SLA) and monitor an SLA workflow.
• Perform minor enhancements requests to the client's ServiceNow instances, including changes to the user interface, system properties, foundation content and modification to existing workflow.
• Experience building and coding Configuration Management Databases (CMDB).
• Experience with using mid server, web services, email and other relevant technology to integrate tools with ServiceNow.
• Configure Users, company, site, location and other existing fields and also configured Support Groups, assignment rules, categorizations, CI data, SLA.
• Hands-on experience writing unit test cases/System Test Cases.
• Proficiency in JavaScript, HTML, XML, Jelly Scripting, Web Services.
• Worked with User Interface (UI) policies, data policies, UI actions, business rules and client scripts, Activate plug-ins, Manage data with tables, import sets and update set.
• System administration, account administration, data loading/ manipulation/ maintenance and application troubleshooting.
• Created workflow activities and approvals, Control system access and data security, configure service level agreements (SLAs), Control access to the application and its records.
• Designing, coding, and testing technical solutions for ServiceNow implementations.
• Worked with ITIL tools like BMC Remedy.
Understanding of Change Management, Configuration Management, and Release Management as it relates to ITIL.
Additional Information
TECHNICAL SKILLS:
ITIL ITSM, Service Now, JavaScript, HTML, CSS.
Programming Languages C, JavaScript, JQuery, SQL, PL/SQL, JQuery
Java JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC, Ajax, Java Beans
Software Methodologies SDLC, Waterfall, Agile, XP, Scrum
Databases/ETL Oracle 10g, MySQL
Database Tools SQL Client, TOAD, SQL Developer
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