Service Developer

STEVE KURT

ServiceNow Developer/ Architect

Email: ****.*******@*****.***

Ph.: 631-***-****

Visa Status: USC

Summary

Around 10 years of experience in Development in all aspects of Client engagement lifecycles including Pre - sales, Requirement gathering, Effort scoping, Developing, Product implementation, Production support and System upgrades and Monitoring.

Over 9+ years of experience as ServiceNow suite developer and administrator.

Focus areas include, ITSM, ITAM, ITOM, ITBM, ITFM, Integrations, PPM and Service Catalog User Interface / User Experience (UI / UX), Service Portal, and streamlining client business processes.

Participate in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support.

Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3.

Experience in working on the ITIL Process Configuration like Incident and Problem Management, Change Management, Knowledge Management, CMDB, Asset Management and Service Catalog Management in ServiceNow

Worked on UI MACRO, UI Scripts to custom field options and custom form enhancements

Designed new Service Portals using HTML5, Angular JS, jQuery, Bootstrap and CSS.

Integrate the dynamic pages with Angular JS to make the pages’ dynamic

Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.

Worked with Record Producers, Order Guides, and Work Flows in Service Catalog Management.

Direct hands-on experience with the various IT services of ServiceNow tools such as Service Catalog, Service Portal, Asset Management, Configuration Management (CMDB), Service-Now Administration, Change, Incident, Problem Management, Knowledge Management, Release Management, project and portfolio management, content management system, Reporting, Performance Analytics, ITOM, dashboards, and Integration with Web Services.

Excellent knowledge and working experience in various ServiceNow integrations using web services, MID Servers, Data Sources, LDAP Servers and import sets.

Update and development of ServiceNow applications, modules business rules, email notifications, UI Pages, UI Macro, Scheduled Jobs, Script Includes, Events, forms, SLAs, reports, Access Controls, Workflow, Homepage Administration, User Administration, Update sets, Wizards, Surveys, Notifications, Field Administration etc.

Highly experienced in Integrations using REST and SOAP with several third party applications including OKTA, SSO, LDAP, SCCM, VR, and MacAfee

Service-Now experience in Implementation, design, development, documentation, deployment, and post- production support following Software Life-cycle using SDLC with Agile Hands on experience using Business rules, email Notifications, UI Pages, UI Macros, Scheduled Jobs, Script Includes, Events, forms, SLAs, reports, Access Controls, Workflow, Homepage Administration, User Administration, Update sets, Wizards, Surveys, Notifications, Field Administration etc. Experience in developing solutions using JavaScript, Web Services, SOAP, AJAX and other web technologies to integrate Service-now with internal/ external systems and tools.

ServiceNow Development/Architecture Experience SaaS Experience/Cloud Development Experience excellent experience using Service now integration using web services, email, SSO etc.

Experience with complex integrations within the ITSM, ITBM, and ITAM environment.

Working experience of CMDB and Asset Management Services: Business Service mapping, Configuration item relationships, Discovery and Asset Management

Expertise on the creation of workflows for Service Catalog items in ServiceNow.

Configuring LDAP for user imports and SSO.

Working experience with Web Services/ SOAP/REST integrations.

ServiceNow Administration and Production Support including maintenance of lower life cycle instances.

Worked on different versions of Service Now including Madrid, London, Kingston, Jakarta, Istanbul, Helsinki, Geneva, Fuji and Calgary.

Good understanding of object-oriented analysis design and application development.

Working experience with Agile/Scrum framework

Experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.

Experience working with web technologies (HTML, CSS, JavaScript (including AngularJS/Bootstrap), XML, jQuery, SOAP, REST, Jelly, AJAX, JSON, etc.)

Hands on experience creating HR Catalog and template, HR knowledge management, HR Service Portal, HR Case management, Employee relation case, HR Profile, HR Integration, HR Administration, HR Dashboards and Reports.

Supported Service-Now integration using SOAP, REST web services, Import sets and transform maps, Business Rule scripts.

Experience working with databases (MySQL, Oracle DB, SQL Server, etc.).

Exposure to Identity Management and Single Sign On/Active Directory integrations.

Participate in and support ServiceNow version upgrades and cloning. Install, test, and take new applications live in ServiceNow.

Provide on-call support when Production issues occur.

Experience working for Service Now ACL.

Experienced in Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates

Experience working in a mature organization and understands how to operate policies and procedures.

Strong team player, ability to work independently, adapt to a rapidly changing environment, commitment towards learning, excellent communication, project management, documentation, interpersonal skills.

Successfully implemented GRC by using the advanced features in Kingston version and created custom applications based out of IT- GRC application.

Expertise on ServiceNow GRC in managing governance framework, policies, laws and regulations and best practices in one system and then mapped them to controls.

Hands on ServiceNow configuration functionality to create HR module for On-boarding, benefit, Order Guide and compensations

Implemented Servicenow HR Case Management from scratch, integrated the Servicenow HR module with SAP Sucess factors and Workday.

Worked on and implemented GRC, facilities, time, email, core ITSM, CMDB_CI, reporting and the service catalog modules.

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

Experience developing custom applications in ServiceNow, leveraging scripted workflows, complex business rules, client-side/server-side scripting, script includes, UI actions, macros, custom UI pages, ACLs, custom widgets, and custom reporting, custom CMS/ Employee Self Service portals

Hands-on experience integrating ServiceNow with external systems via web-services, Orchestration, Service Watch. Experience with Governance, Risk, and Compliance (GRC) application.

Knowledge of BMC Remedy and HPSM

In-depth understanding of SQL relational databases and domain-driven design.

Proficient in working with tools like Excel, Visio, PowerPoint, SharePoint, Jira, Confluence, Tableau, MS word, etc. Knowledge of Unix/Linux.

Created Service Catalog, Record Producers, Order Guides to create Service Requests, Service Items and Service tasks.

Strong working knowledge of data analytics and reporting.

Strong leadership, teamwork, facilitation, and interpersonal skills, with the ability to work across functional lines and at many levels.

Hands on ServiceNow configuration functionality to create HR module for On-boarding, benefit, Order Guide and compensations.

Created and edited Vulnerability Response assignment rules

Created pop up notification application for Vulnerability Response email notifications;

Assessed and amended Vulnerability Response SLAs for vulnerability groups

SKILLS

ITSM TOOLS: SERVICENOW, BMC REMEDY ARS 8.1, 7.6.4/5.X/4/X, SERVICE DESK 7.6.4/6.X/5.X/4.X,SERVICE REQUEST MANAGEMENT 2.1/2.2/7.6,CHANGE MANAGEMENT 7.6.4/6.X/5.X/4.X,REMEDY ASSET MANAGEMENT 7.6.4/6.X/5.X/4.X, SERVICE LEVEL AGREEMENT 7.X, MID-TIER, DSO, REMEDY MIGRATOR 7.X/5.X, BMC ATRIUM CMDB 2.X, REMEDY APPROVAL ENGINE

CLOUD COMPUTING SERVICES: AWS, Azure

CONFIG MANAGEMENT: Terraform, Ansible, Ansible tower

VERSIONING TOOLS: GIT, Bit Bucket

CI/CD TOOLS: Jenkins, Kubernetes, AWS Cloud Formation. SECOPS & APM: Splunk, SolarWinds., AppDynamics MIDDLEWARE ADMINISTRATION: JBoss, WebLogic

ITSM TOOLS: ServiceNow (Berlin till New York) Going through Orlando Docs

ITOM: Discovery, Service Mapping, Cloud Management Platform, Event Management,Integrations,Midservers

ITSM: Incident, Problem, Change Management, Knowledge Management, Asset Management.

WEB TECHNOLOGIES: XML, HTML, Java Script, Excel, PowerPoint

DATABASE: SQL server 2012,2008 R2/2008, MySQL

OPERATING SYSTEM: W in d o w s NT /2000/2010, Linux, Centos, RedHat Linux

DEFECT TRACKING: Jira, ServiceNow Agile module

Experience

IBM

Sr. ServiceNow Developer/Architect

Oct 2017 –Present

Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and few other custom applications..

Involved in customizing the end user self-service portal pages, Service catalog forms & Incident forms based on the requirement.

Responsible for configuration and customization of Service Portal, web pages, widgets and dashboards.

Responsible for creating global domains and maintained custom domains and validated their hierarchy.

Created custom tables and extended child tables with domain separation and making sure domain separation will not affect database views.

Cloned out of the box widgets and embedded them on Service Portal in order to achieve certain functionalities.

Separated data from custom tables among the users in the system by using ACLs and also Domain separation.

Worked on portal development that included writing down angular JS widgets more on the client side, server side so making sure these widgets work both on desktop and as well as mobile level.

Managed MID Server, scheduled jobs, import sets & transform maps to maintain integration with associated databases and maintain CMDB.

Support the integration of various data sources such as SCCM and bulk data into the CMDB from the data perspective

Developed Transform maps to map values between Import Set and ServiceNow tables.

Worked on Performance Analytics by providing actionable insight on each level and for every role using key indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards.

Developed and managed application code, user interface, and third-party integration components in all stages of the CMDB development projects.

Created custom dashboards using widgets and custom indicator sources leveraging Performance Analytics to create different homepages.

Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions.

Created Web service integration for external system to create or search records on CMDB_CI table.

Integrated AWS Configuration with the Service Now CMDB and Implemented efficient incident, problem and change management of services deployed Cloud Formation

Experience in developing custom On-Demand applications.

Responsible for maintaining the CMDB Health dashboard with Completeness, Compliance and Correctness.

Delivered reporting and analytics solutions to business stakeholders using ServiceNow performance Analytics.

Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.

Consult auditors and Information Security leaders on all GRC tasks.

Involved in Designing the Workflows, along with standard workflow templates which can be reused.

Documented all implementations and best practices defined within team.

Responsible for requirement gathering and client Interaction for Administration Modules.

Ensured the validity of configuration data through mature processes supporting ITSM workflow integration

Worked on GRC application (Governance, risk and compliance).

Worked on multiple Single Sign On (SSO) and event based integrations.

Collaborate with the GRC team on the development of the GRC solution.

Responsible for the Implementing, configuring and administration of GRC plugins.

Worked on creating Business Rules, Client Scripts, UI Policies, Data Policies, Script Includes

Worked on LDAP integration to update the users and groups.

Performed system and integration testing with sample and live data.

Performed relationship mapping of CIs, ongoing troubleshooting of CMDB and data integration projects.

Created Update Sets to migrate customizations from one instance to another instance.

Involved in UAT and production support

Created transform maps and imported data from legacy systems into ServiceNow.

Setup MID servers for discovery and LDAP interface to AD for authentication and group based access.

Modified ServiceNow forms and workflows to meet the needs of the organization.

Facilitating the development team on the rollout of new applications and modules.

Proposing new CSI and business solutions within ServiceNow to benefit customers.

Created and edited Vulnerability Response assignment rules.

Created pop up notification application for Vulnerability Response email notifications.

Assessed and amended Vulnerability Response SLAs for vulnerability groups.

Configured and managed NVD, CWE, and third-party data libraries.

Designed, Developed and Implemented the HR Service Delivery module including: Case and Knowledge management, Employee Service Portal, Employee Document Management, chat, search, and Enterprise onboarding and transitions

Proactively and continuously assessed impacted organizations’ position on the change curve (stakeholder analysis) and utilizing appropriate change management techniques to positively affect buy-in and alignment.

Negotiated prioritization of work and delivery to meet committed timelines and released schedules.

Led various types of business transformation initiatives including but not limited to LSS Process Improvement and Design projects.

Challenged the status-quo, identifying and driving efficiencies, improving existing processes and developing new ones as-needed.

Worked on Project Portfolio M anagement PPM module to view all the related projects and application at the same time and track their progress by Gantt charts. Also worked on demand management in the PPM module

Generating of PPM Reports, dashboards and scheduling them.

Experienced in ITBM suite with implementation of Demand, PPM and Finance management module for different clients.

Worked on Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts. Also worked on demands in the PPM module.

Worked on customizing the customer portal, setting up knowledge, live chat and live notification functionalities on portal.

Worked on case module that acts as an interface to most of the tasks like inc, request, change.

Integrated case management with oneview (marvel tool) system that acts as an interface to submit or update the cases.

Implemented new applications like Notify and Customer Service Management (CSM) in ServiceNow.

Integrated with Twilio calling service to make end to end calls in Customer Service Management (CSM) in ServiceNow.

Driven business context and complex client technical challenges, define pragmatic solutions and drive solution deals to closure .

Participated in process flow analysis and process redesign along with the Project Manager to draft effort estimation and BOQ and BOM.

Worked as technical SME for drafting response to RPF and RFI for ServiceNow and other cloud native tools .

Lead the development of innovative market solution offerings based on the ServiceNow platform to develop competitive edge in market and pitch customers in respecitive market segment

Design, implement, integrate and support ServiceNow platform solutions as POC to win large ticket size deals

Create collaterals that specify strategy, assessment, or design in a way that delivers obvious value to the client and is understandable by any stakeholder ranging from IT heat upto he CIO.

Share best practices and be consultative throughout the technical design of the project in sales calls and client whiteboard sessions.

Created and monitored sessions using workflow manager and workflow monitor.

Co-ordinated monthly roadmap releases to push enhanced/new informatica code to production.

Developed and maintained ETL (Data Extraction, Transformation and Loading) mappings using Informatica Designer 8.6 to extract the data from multiple source systems that comprise databases like Oracle 10g, SQL Server 7.2, flat files to the Staging area, EDW and then to the Data Marts.

Create mappings using reusable components like worklets, mapplets using other reusable transformations.

Coordinated and monitored the project progress to ensure the timely flow and complete delivery of the project

Worked on Informatica Source Analyzer, Mapping Designer & Mapplet, and Transformations.

Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.

Worked on Business Service mapping and wrote scripts in the sensors to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.

Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.

Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.

Designing and Implementation (Including Integrations).

Configuration of the forms and fields in Policy, Policy Statements, Controls, Issues, Profiles, Indicator and Indicator Tasks.

Creating Relationships between the different tables and updating the child from parent and maintaining the synchronization between the related modules. Example: Control and Policy Statements.

Attestation Configurations for Control .

Creating business logics and workflows for the best process flow.

Configuring the notifications and reports for proper flow of information and time- bound.

Controlling the access to records by configuring ACLs.

Configuration of the forms and fields in Security Incident, Vulnerable Items, Vulnerable Groups

and Security Cases.

UI Actions and UI pages configuration for aligning it with the ITSM modules like creating incidents/problems/change requests.

Creating Relationships between the different tables and updating the child from parent and maintaining the synchronization between the related modules.

NVD and CWE data pull in Vulnerability Response.

Creating business logics and workflows for the best process flow.

NVD and CWE data pull in Vulnerability Response.

Creating business logics and workflows for the best process flow.

Aligning the Security Operation modules with GRC for proper process and policy follow-up and creating assessments for the feedback and process improvement.

Creating business logics and workflows for the best process flow.

Creating SLAs and notifications based on the events for different stages of the process in Security Incident, Vulnerable Items, Vulnerable Groups and Security Cases. Aligning the Security Operation modules with GRC for proper process and policy follow-up and

creating assessments for the feedback and process improvement.

Worked on Service-Now implementation and development of Service Portal, Service Catalog, Discovery and CMDB.

Developed a custom application to support a business requirement for client with custom tables, Approvals, SLA's and access roles.

Created new tables, fields in a custom scoped app and worked on forms and UI policies to display those fields according to client requirement.

Involved in implementation of Service Portal and configured widgets and dashboards by instance.

S & P Global

ServiceNow Developer

Jan 2015 –Sep 2017

Created AWS Launch configurations based on customized AMI using Ansible and use this launch configuration to configure Auto Scaling Groups.

Develop a strong partnership with designated Product Line Sales Directors, Account Executives and CSM technical team to provide a comprehensive and compelling message to Customer Service across multiple regions & focus on targeting CSM message to specific customer needs via an intuitive and customer-centric service portal

Developed AWS Lambda functions using Python Boto3 for automation including auto remediation of resources not compliant with standards like Auto encrypting S3 buckets, Auto enable tags, termination of EC2 Instance using tag as trigger, Auto enabling of Logging to ELB resources & publishing the logs into S3 bucket.

Defined AWS infrastructure as code by making use of various Terraform AWS modules to create VPC, subnets, EC2 instances, RDS, S3 buckets. Also worked on Modularizing the Terraform scripts to ensure reusability.

Worked on enabling API gateway by working on both AWS Cloud Formation template and API gateway extension to swagger that handles all API calls providing features like processing, monitoring, authorization, access control and traffic management to various AWS services (Lambda functions).

Responsible for integrating AWS with Apptio to create cost transparency reports leveraging the cost allocation tags to report at a granular level & Auditing the Enterprise accounts for any Non - Standard Resources

Responsible for deploying RedHat Linux & Windows based custom AMI’s hardened with enterprise standards & Worked on a POC to automate the build of Custom AMI’s using Packer

Configured Amazon Cloud Watch with Amazon EC2 instances for monitoring the log files, store them and track metrics.

Integrated Terraform with Jenkins to achieve Blue Green Deployments by changing the Route 53 configuration or ELB configuration

Developed Cron jobs and Shell Scripts for automating administration tasks like file system management, process management, backup and restore.

Worked on a Kubernetes Container Orchestration solution within AWS, leveraging KOPS, which allows easy management, creation and recovery of AWS assets.

Created fully automated CI/CD build and deployment infrastructure and processes for multiple projects using Jenkins, Docker, Kubernetes, Helm and Bitbucket.

Provisioned the highly available EC2 Instances using Terraform and Cloud Formation and wrote new plugins to support new functionality in Terraform.

Automated the development process for deployment of the Applications, Containers and Provisioning Public Cloud Environments with Terraform, Ansible, Docker and Kubernetes.

Worked on ServiceNow Cloud Management to optimize cloud operations and extend the power of the Now Platform to accelerate the cloud strategy in the enterprise.

Worked with scheduling and leasing for all new cloud requests with budget alerts to understand overall costs associated to users or groups to provide cost transparency for cloud users to optimize resource consumption based on defined budgets and quotas.

Design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data and Building the relationships.

Defined key Cloud portfolios and ensure they are managed and then supporting asset centric portfolio management disciplines.

Utilized Java scripting in Business rules, Client Scripts, UI policies, & UI actions to deliver solutions that automate & audit business processes to customize the instance as per Business needs.

Involved in working with process owners to develop workflow, Implement the workflows in Service Applications & administer the tools & enhanced requests by Java scripts.

Defined key Cloud portfolios and ensure they are managed and then supporting asset centric portfolio management disciplines.

Ensured secure and reliable communications, by using Discovery process to communicate with Cloud infrastructure through Several MID Servers & Development of requirement integration components (SSO, LDAP, and SOAP).

Configured ServiceNow to integrate with AWS to Create Resource Profiles, configure governance, Populate the Cloud Service Catalog using Blueprints & Hands-on experience with trouble shooting.

Cognizant

ServiceNow Developer/Admin

Feb 2013 –Dec 2014

Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current ServiceNow system.

Monitored and performed ServiceNow admin activities which involve user and group administration.

Implemented and maintained ServiceNow platform to meet the business processes and support ITIL Framework.

Designing and customizing new Applications and Modules as per the requirements.

Created users, groups, roles and load data to ServiceNow using import sets on daily, weekly or requirement basis.

Implemented service portals by developing several widgets over the portals for users based on roles .

Developed interactive widgets to use client legacy applications Skype IM for service now messaging, calendar with Outlook calendar and help with IT service desk interactive menu.

Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.

Worked on various modules in Service Catalog Management.

Involved in configuration of Email notification and SMS notification to alert the users of ServiceNow.

Developed solutions using Web services (SOAP/REST), JavaScript and web technologies to integrate ServiceNow with internal/external systems. Worked on REST API as a third-party application for Integration.

Worked on ServiceNow scripts by using JavaScript also used Angular JS for creating UI Scripts.

Involved in transfer of data from one instance to other by creating and maintaining automation on Transforms and Imports . Created transform maps using automatic field mapping and scripting.

Worked on migrations from Eureka to Geneva.

Strong in creating various work flows for Incident Management, Change Management and Service Requests.

Involved in testing forms and reports for correct mapping of the objects and data transfers.

Good knowledge in designing and implementing of service requests through ServiceNow Catalog

Understanding the requirements and designing of work flows.

Implementing new functionality using Business rules, Client Scripts, Access control lists (ACL) etc.

Worked on System Requirement Specifications (SRS) including problem analysis and system definition models.

Hands on experience in maintaining CMDB while tracking the record of configurations stored in CMDB

Responsible for installing and configuring MID servers for our CMDB Discovery and designed transform maps.

Troubleshoot the discoveries for probe errors and at times customized OOTB probes for specific categories of Ci’s.

Involved in the Integration of SCCM, a configuration management database, with CMDB and this integration used the SQL server as staging table while connected to CMDB using JDBC connectors.

Worked on NOTIFY integration for managing the major incidents.

Involved in integrating Chat and email systems for a business .

Monitored system performance and provided system statistics and reports to the business.

Created homepages including basic reporting, gauge configuration and dashboards.

Involved in preparing documentation for installation, design and maintenance of Custom modules in ServiceNow.

Created many standard work flows which are propagated and handled in many custom events.

Worked on Enhancements to Problem management module with development team based on requirements out of UAT.

DXC

ServiceNow Developer

Nov 2011 –Jan 2013

Worked on UI customizations for forms, lists and UI actions

Implemented Core configuration changes to the platform as well as supporting applications

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

Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Workflow has been created to support the approval workflow and task assignment

Coordinated with various stake holders and offshore team on day to day issues

ServiceNow Application UI Configuration, Workflow Configuration, Data Loads using import sets, development of reports & metrics for executive management

Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization

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

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

Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes

Worked as a Pre and Post installation consultant to define and implement industry (ITIL) best practice for the ServiceNow ITSM Platform

Create data fix scripts for data corruption issues and perform Root Cause Analysis

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

Analyze business processes and provide innovative and scalable solutions to increase operational maturity.

ITECH

Java Developer

Jan 2011 –Oct 2011

Designed and developed AngularJS components such as controllers, directives and services.

Extensively used GIT for version controlling and regularly pushed the code to GitHub.

Developed JSP pages using tag libraries and presentation layer using JSP, JavaScript, jQuery, HTML, CSS, and

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