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Servicenow, Remedy

New Jersey, United States
October 06, 2016

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Phone: 717-***-****

Professional Summary

More than seven years of professional IT experience with hands-on experience in the field of ITSM and in implementation of ServiceNow.

Total 7+ years’ experience in Designing, Developing and Administering ITIL and ITSM tool which includes Servicenow, Remedy and HPSM.

Experience in various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Change, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services.

Expertise in developing and maintaining service catalog items and experience with complex integrations within the ITSM environment

Working experience of CMDB and Asset Management Services: Business Services and configuration item relationships.

Expertise in creation of workflows for Service Catalog items in Service-Now and Configuring LDAP for user imports

Experience in implementing end-to-end Service Catalog, Incident Management, Configuration and Asset Management, Change Management and Release Management with Knowledge of Content management

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

Involved in various inbound and outbound integrations using SOAP Messages, Direct Web Services and Scripted Web Services.

Created various work flows and customized existing work flows for catalog items and change approval process.

Worked on upgrade from Eureka to Geneva Patch 6 on service now instance.

Worked on the defects post upgrade and fixed the defects.

Created Before and After Business Rules and involved in debugging issues with existing business rules.

Implemented data security using Access Control Lists (ACL) and Data Policies.

Service catalog development which includes workflows designing, creating new catalog items, and execution plans

Worked on different kinds of variables and variable sets.

Worked on Integration of servicenow with HP Service Management both Incident and Change management modules. Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML.

Integrated with Active Directory for SSO using SAML 2.0

Resolved typical Users access and roles issues by checking active directory and users table.

Created a lot of client scripts/UI policies also with a lot of high-level customizations like attaching a custom event

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, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules

Created many scripts which includes, Business rules (server side code) and also modified OOB

Good knowledge on Single Sign-on and event based integrations.

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

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

Analyzed problems; created new solutions and new techniques.

Develop SLA and reporting.

Defining the process for each service request.

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

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

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

Check the change management document and verify the changes.

Assist in Release Management during product and patch releases.

Developed UI Actions, script includes and Business rules for over-all platform.


ITSM Tools

ServiceNow, ITSM Suite, HP Service Manager, HP Asser Manager

ITSM Suite

ServiceNow, ServiceNow Administration and Support

(Service Catalog configuration and workflow design/implementation, Incident Management, Problem Management, Change Management, Knowledge Management, Access management (RITM), LDAP, Personalizing Forms, Personalizing Lists, scripting, create update sets, move updates sets between instances, ICM changes, testing)


C, XML, HTML, JavaScript, SQL, Java, J2EE

Web Technologies

HTML5, CSS3, JavaScript, JQuery, AJAX, Servlets, JSP, JSON, XML, XHTML, Rest Web Services

Application Servers

Jboss, Web Logic, Web Sphere

Software Methodologies

SDLC, Agile, Waterfall


Oracle 11g/10g/9i, MySQL, DB2, Derby, MS SQL Server

Operating Systems

LINUX, UNIX, Windows XP/2000/NT


Jawaharlal Nehru Technological University India

Bachelors of Engineering

Industrial Experience:

Cummins, Columbus IN Jan 2015 – till date

Position: ServiceNow Developer

Cummins is one the leading automobile engine manufactured based on Indiana. The project deals with design and configuration of ServiceNow modules like Service Catalog, Self-service, Incident management, Change management along with Service Level Agreements and Operational Level Agreements for both Internal and External service providers. The responsibility also involved in implementing, documenting and maintaining ServiceNow environment on a regular basis.

Roles & Responsibilities:

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

Worked on upgrade from Eureka to Geneva Patch 6 on service now instance.

Worked on the defects post upgrade and fixed the defects.

Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI policies

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

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

Loaded Configuration Items (CIs) from Excel files into ServiceNow using import sets and Transform Maps.

Integration of update sets upon business validations, importing data sets between dev, test and prod instances, configure email notifications and alerts on day to day activities & services.

Created functional and technical specifications documents for various ServiceNow modules.

Coordinating the instance upgrade activities. Created various Business rules, Script includes, Client scripts, UI Policies, UI Actions and Data Policies.

Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.

Creating the UI pages to use them in catalog items, implemented using UI scripts.

Creating Knowledge articles to document the steps in creating the catalog items.

Working on different kinds of variables and variable sets

Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.

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

Worked on UI Macros to create pages as templates on requirement from the stake holders.

Providing access to the required modules as per the requirements by creating the required ACL modules

Pulling reports and scheduling the reports as per the client requirement.

Creating database views to pull the reports on variables which are being used by catalog items.

Writing Catalog client scripts and UI policies to make client side changes.

Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.

Writing script includes invoking them in reference qualifiers or variable scripting.

Technical Environment :

ServiceNow, SQL, ITIL, JavaScript, Business Rules, UNIX, JSON, jQuery, Web services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations, Cloud services, MYSQL, agile, Windows, UNIX Shell Scripting

State Street Bank, Princeton NJ Nov 2013 Dec 2014

Position: ServiceNow Developer

The Company offers traditional banking services to customers through its bank branches located throughout the greater New Jersey NJ and metropolitan area. As a ServiceNow Developer, I am responsible for Configuration, Customization, Integration with External Services, Administration of ServiceNow processes (User management/Group management), Functions, ServiceCatalog and Workflow.

Implementing Service Request Management from End-to-End including the integrations with other tools and giving L3 support for the whole Service Catalog Application including resolving the incidents and problem tickets on Service Catalog.


Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.

Worked on Integration ofservicenow with HP Service Management both Incident and Change management modules. Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML.

Integrated with Active Directory for SSO using SAML 2.0

Gathered requirements from users for attributes needed to develop Service Catalog items.

Accountable for producing Technical Design Documents that includes application architecture details.

Involved in discussion with other technical areas to meet the business and technical requirements for ServiceNow, Web service Owners and DBA to build integration to external and internal systems, currently using SMTP (EMAIL), MID Server and Web Service.

Involved in creating Technical Design Documentation for Migration from existing technologies to ServiceNow.

Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.

Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.

Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.

Worked on developing Content Management Systems. Created Sites, Pages and blocks for CMS Servicenow.

Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.

Created Data Sources for various external applications. Used Import sets and Transform maps to import data in to ServiceNow. Created various front end forms.

Involved in Creation and modification of various Access Controls (ACL’s),Business Rules, Script includes, Ajax Query, Jelly Scripts, UI Actions and UI Policies.

Created Update Sets to migrate customizations from one instance to another instance. Created Email Templates and Email Notifications.

Designed Workflows along with standard Workflow templates, which can be reused.

Developed reports as per requirements from management.

TechnicalEnvironment: ServiceNow, SQL, JavaScript, Business Rules, UNIX, Web services, SOAP, SQL, XML, HTML, AJAX, Integrations, Cloud services, ITIL, SCRUM

Merck & Co, Boston, MA July 2011 – Sept 2013

Position: ServiceNow Administrator

Merck & Co is an independent practice association (IPA) serving some 300,000. health plan members in northern California. The company provides many pharmaceutical supplies to various hospitals, by working with many manufacturers. One of the services include are to provide accessories and supplies depending on the customer needs. My work involved in the maintenance of the Accessories and Supplies department through ServiceNow.


As a part of support activity resolve incidents by provided with proper root cause investigation.

Perform daytoday administration of the Service-Now Tool.Maintain business services and configuration item relationships in Service-Now tool.

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

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

Created roles, views and user groups pertaining to the use cases.

Performs core configuration tasks including System policies, Business rules and Client scripts.

Manages users, groups and roles. Advanced Schedule jobs and Business rule creation.

Manages data with Tables, 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.

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

Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.

Develops and improves user systems procedures, and prepares systems documentation.

Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.

Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Different reports are developed as per the client's requirements and usage.

Technical Environment: Service Now, Web Services, SOAP, XML, HTML, ITIL, SCRUM

Client: Soft Sol, India (May 2009’ - Jun' 2011)

Role: UI Developer


Worked with business users in gathering the Business requirements.

Installed and Configured Remedy Action Request System6.x

Supported and enhanced the existing Remedy Application.

Worked on upgrading Midtier from 6.0 to 6.3

Configured different approval rules and roles for the current setup.

Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.

Worked on developing an application to integrate the Remedy Web services.

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

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

Technical Environment: Remedy ARS 6.x, Remedy Helpdesk 5.x, Remedy Migrator 5.x, Remedy Import, Windows 2000/XP, MS SQLServer 2000, CSS, IIS 6.0, Crystal Reports 9.0.

Additional Information:

Service Now - Administration & Development Service Now - Incident, Problem, SRM, Release, Change & Asset Management Service Request Management/Service Catalog/ESS Service Level Management (SLM) Scrum Module inService Now

Client and Server side JavaScript Approval and Assignment and Email Configuration

LDAP, SCCM, Web services -Service Now Integration Service Now Application Administration Experience Configuration Management database Security Operations

Facilities Service Management Express IT Service Management Asset Management & Atrium CMDB Data Management Tool (DMT) Service Level Agreements and monitoring Platform Performance Service Catalog, Incident Management Problem Management, Change Management Service Watch & Dashboards Service Now (Helsinki, Geneva, Fuji, Eureka, Berlin, Service Level Agreement) Configuration & Asset Management SRM (Service Request Management) Remedy AR : Incident, Change, SRM

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