Raj

Email: adc2vo@r.postjobfree.com Certified Professional

Ph: 925-***-****

SUMMARY OF PROFESSIONAL EXPERIENCE

A ServiceNow Admin / Developer with around 8 years of overall IT experience and 4 years having specialized experience on implementing Incident, Problem, Change Management, Configuration & Asset Management, Service Catalog, Discovery and Integrations. Experience in ServiceNow implementation, integrating, development, administration and support.

Some highlights of my past professional career:

Experience in designing, developing, configure, customizing & administrating ITSM suite of applications.

Experience developing ServiceNow applications from business requirements and technical design documents.

Experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions and Approval Process.

Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, Client scripts.

Experience in working with Workflows, Import Sets and Update Sets.

Experience in creating and configuring the SLAs as per the requirement.

Experience in ServiceNow development using JavaScript, Web Services, Web API's and integrations with internal/external systems and tools like LDAP, Stripe, JIRA, MID servers and SSO.

Worked on schedule jobs, events and triggers to manage business needs and created service catalogs and its workflows.

Experience in translating business case analysis into functional requirements.

Experience in migrating between various environments in ServiceNow using Update sets.

Experience in Integrating External Web services and SOAP based Web services, API and Emails.

Experience in loading the data into ServiceNow using import sets.

Customized Scripting on Service Catalog/Email Template/Workflow script.

Expertise on creation of workflows for Service Catalog items in ServiceNow

Experience using DISOCVERY tool to fetch CI related information.

Knowledge in using Glide Scripting for creating UI Action and business rules.

Functional knowledge and implementation experience of ITSM frameworks.

Research and deploy new releases and/or enhancements into the ServiceNow environment.

Experience working with various versions of ServiceNow Fuji, Geneva, Helsinki and Istanbul and Kingston.

Experience in generating the reports in ServiceNow as per the requirements in ServiceNow.

Strong experience in web application development using HTML, JavaScript, Java, CSS, Jelly.

Working experience with relational databases like Oracle, MS SQL Server, My SQL.

Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes, Waterfall and Agile, Scrum.

Certifications & Affiliations

Certified Application Developer

Education

B. Tech in Computer Science and Engineering from JNTU, Hyderabad

TECHNICAL SKILLS

ITIL : ITSM, ITIL, Service Now, CMS and LDAP

Programming Languages : C, C++, HTML, CSS, Java Script, JQuery, SQL, PL/SQL.

Software Methodologies : SDLC, Waterfall, Agile, Scrum

Databases : Oracle 8.x/9i/10g/11g, MySQL, SQL Server

Database Tools : SQL Client, TOAD

PROFESSIONAL HISTORY

Client: MUFG Union Bank, Jersey City, NJ

Role: Service Now Admin / Developer

Duration: Jan 2020 – Present

Team size: 2

Environment: Service Now New York, CSS, Java Script, JSON, Angular JS, REST, Integration, SCRUM.

Project Description:

Maintaining and updating the database with new customer information. Involved in enhancing and modifying the web page configuration and content in accordance to the business needs. Integrations with other systems and tools and supervised upgrades.

Responsibilities included:

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

Implemented best practice of ServiceNow Scripting, which enhanced the System performance.

Involved in implementing Service Catalog and Request Workflow Design and Configuration.

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

Experience in Email Integration, LDAP integration, External Web Services Integration (both SOAP based and REST based) in Servicenow.

Created Service catalog items, wizards, record producers, task interceptors, and user guide help documentation.

Strong understanding of ITIL concepts including process knowledge in all service lifecycles.

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

Developed Transform maps to map values between Import Set and ServiceNow tables for incoming data from external sources.

Participating in meeting with SME’s and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.

Client: USAA, San Antonio, TX

Role: Service Now Admin / Developer

Duration: Feb 2017 – Dec 2019

Team size: 5

Environment: Service Now Helsinki/Istanbul/Kingston, HTML5, Java Script, JSON, Angular JS, SOAP, Webservices, MS SQL Server, Integration, SCRUM.

Project Description:

Involved in end to end implementation of ServiceNow solutions.https://en.wikipedia.org/wiki/Lifetime_Products 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.

Responsibilities included:

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

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.

Designed and developed complete front line on boarding involving automations.

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

Responsible in building SLA and generating Reports in ServiceNow.

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.

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

Designed and deployed integration services with other systems

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.

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

Created new Business Rules/Script Includes/Client catalog script/Client Script.

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.

Create and maintain API and data integration processes between ServiceNow and other services.

Experience with external Web Services Integration (SOAP based, WSDL and REST integration)

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

Performed integrations with two other ServiceNow related instances apart from Portal (REST, Scripted Web Services & SOAP)

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

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

Configured and developed Workday Integration with HR Management.

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

Client: Prudential, Newark, NJ

Role: Service Now Developer/Admin

Duration: May 2015 – Jan 2017

Team size: 8

Environment: Eureka, CMDB, Service Now, CSS, Java Script, HTML, Discovery, JSON, jQuery, Angular JS, SOAP, AJAX, SCRUM, ITIL.

Project Description:

Involved in configuring CMDB from scratch and worked on populating the database with DISCOVERY. Scheduling SLA’s for incident management. Customized different modules, designed user interface and created workflows to meet business needs and other transaction processes. Catalog Application including resolving the incidents and problem tickets on Service Catalog.

Responsibilities included:

Worked as a developer for an End-To-End development for a re-factoring project, resolved many issues and worked on CMDB Management to resolve issues that were a major defect in Aruba Networks.

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.

Implemented Application from scratch to finish in ServiceNow, with successful deployment to Production environment, and post-production support.

Created schedules, reports and monitor performance of Service-Now.

Created new Business Rules/Script Includes/Client catalog script/Client Script.

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

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

Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.

Installed MID Servers on remote desktop and conducted tests required for Discovery.

Worked on the latest release EUREKA which is the advanced release and discovered Service-Now upgrades.

Used data sources to migrate the data from excel sheets to Service-Now through transform maps.

Facilitating rollout of new applications and modules.

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

Written script includes and invoked them in business rules and client scripts.

Creation of update sets, export the update sets, retrieve the update sets.

Imported Active Directory to Service now using data sources.

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

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

Experience on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX. Done integration with 3rd party tools using (Web services, SOAP, Email, MID server).

Client: Aetna, Hartford CT

Role: Service Now Developer

Duration: Oct 2014 – April 2015

Team size: 5

Environment: Calgary, CMDB, Service Now, CSS, Java Script, HTML, SOAP, JSON, XML, Agile, AJAX, Shell scripting, Integrations, ITIL, Web services.

Project Description:

Maintaining and updating the database with new customer information. Involved in enhancing and modifying the web page configuration and content in accordance to the business needs. Integrations with other systems and tools and supervised upgrades.

Responsibilities included:

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

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

Configured UI Page and UI Macro using the Jelly and JavaScript.

Expertise on using DISCOVERY to load configuration information to CMDB.

Built CMDB with ServiceNow Discovery Tool and 3rd party tools.

Involved in customization of forms for various ServiceNow applications.

Designed and created homepages including basic reporting, gauge configuration and dashboard presentation.

Managed a team of offshore developers and getting them aligned with the process.

Scheduled cloning and migration of data from instances with ServiceNow.

Worked on Configuring rules, monitors and management packs in SCOM and involved in testing reports for correct mapping of the objects and data.

Involved in various ServiceNow customizations as per client's requirement and also in migration between various ServiceNow instances using Update Sets.

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

Created user manuals for all the users on using Info View and exporting reports to various formats.

Client: Navyuga Infotech, Hyderabad, India

Role: Web Developer

Duration: Dec 2010 – July 2014

Team size: 6

Environment: JAVA, J2EE, Struts, Oracle 9i, Web logic 8.0, JUNIT, JavaScript, XML, CSS, HTML, UNIX, HP-QC ALM, SQL, PL/SQL.

Responsibilities included:

Implemented Graphical User Interface design and also worked on HTML, DHTML, XML, XSL, CSS and client validations using Java script.

Involved in developing Web Services (SOAP) to support internal and external requests.

Worked on HTML, CSS, JavaScript, Java, Spring MVC and WebSphere.

Implemented the modules using Model-View-Controller (MVC) design pattern.

Participated in department wide initiatives to address long term business, technical, and performance goals.

Designed database Queries for updating, insertion and retrieval of asset information and rates.

Written Stored Procedures and packages for database operations.

Performed Unit and system testing of application code as well as execution of implementation activities.

Used jQuery and AJAX for service calls on pages to interact with the server for information.

Performed Identification, documentation and estimation of technical tasks of varying sizes and levels of complexity of the project.

Used Oracle stored procedures, triggers, functions and packages.

Code reviews for the Servlets in order to get high performance and coding Java Classes.

Interfaces were developed to the database with the help of JDBC drivers for Oracle

Used JDBC calls to update the database at the application server

Written UNIX shell scripts to copy the data files from one server to another

Wrote SQL queries and PL/SQL procedures for JDBC.

Developed SQL queries, Joins, Stored Procedures, Views, Triggers and user-defined Functions using T-SQL to implement business rules and transformations

Experience with reporting tools like SSRS while creating shared and embedded data sources to pull data into reports from the database

Experience in creating several reports using SQL Server Reporting Services and Crystal Reports.

Developed XML related APIs in Java as XML is the data transfer standard used for communication between applications.

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