Service Developer

D

SUMMARY

Experienced and senior level Developer and Architect with 7 years in the IT industry including 6 years of experience with technical implementation of various modules in ITSM, ITOM, ITBM in ServiceNow.

Hands on Experience in end to end implementation of Service Catalog, Incident Management, Change Management, Knowledge Management, Problem Management, CMDB, Discovery, Event Management, Service Mapping, Service Portal, Demand Management, FSM, Resource Management, PPM, APM, Cost Management, Domain Separation and Performance Analytics.

Experience in ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite.

2+ years of ITBM experience with hands on implementation of application portfolio management (APM), project portfolio management (PPM), Cost Management, Financial Management, portfolio workbench.

Experienced in ITIL Process and worked on end to end implementation of ITSM modules in ServiceNow.

4+ years of experience with ITOM modules with setting up the discovery from the scratch and mapping close to half a million CI’s on CMDB.

Experienced in integration of Field Service Management with Service Management (SM) application to manage settings for Facilities Service Management and Finance Service Management.

Experienced with integration of Tenable and Qualys with Vulnerability module to bring in the Vulnerable Items and grouping them into Vulnerability groups efficiently via Group rules with proper assignments.

Experience with ITAM- Hardware Asset Management and Software Asset Management.

Experienced in working on third-party integrations with JIRA, SQL Server, and Bullhorn using REST and SOAP web services in ServiceNow.

Expertise in CSM (Customer Service Management) -. Designed process structure and created cases and routed cases to Service agents as per their availability and skillset.

Extensive experience in Scoped applications, ITSM Base package (for Service Catalog, Incident, Problem, Release and Change Management modules including research, resolution and communication of fulfilling client requests).

Experienced with Agile implementation- Experience working in an Agile Scrum environment with ability to breakdown requirement into Epics, Features and user stories. Involved in sprint planning meetings and worked towards defining the sprint items along with the product stakeholders.

Experienced in gathering requirements along with Pre-sales team from Client.

Analyzing the requirements and accordingly narrow down client's complex processes into user stories for the development team, creating project plan and estimating effort, distributing the task among the team members, Sprint planning and running scrum calls for status tracking.

Expertise in Field Service Management- Designed and implemented strategies to manage work tasks efficiently and effectively.

Expertise in Domain Separation- Defined process, created architectural structure and design for clients in domain separated environment with various custom applications to enforce data segregation between business entities.

Successfully managed implementations for employee self-service (ESS) portal, HR case management, asset and work order management solutions.

Experienced with many versions of ServiceNow including Helsinki, Istanbul, Jakarta, Kington, London and Madrid.

In-depth knowledge of the Technical implementation of Change Management, Incident Management,

Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations. Strong experience in JavaScript.

Functional ServiceNow PPM Consultant (Business Process Consultant & Engagement Manager).

Developed staging forms for integrations to other service management tools, prepared mapping and supported end to end integrated testing.

Excellent Knowledge and ability to communicate the business and technical concepts of IT Service Management (ITSM) to end users and stake holders.

Deep understanding of Information Technology Software Development Life Cycle (SDLC) methodology, project management principles and providing end-to-end ITSM solutions using ServiceNow.

Experience in writing custom JavaScript code to enhance functionality in ServiceNow to support new business requirements.

Hands on experience in web development using HTML, JavaScript and CSS and used Jelly scripting for creation and customization of User Interfaces.

In depth experience in end-to-end asset management which includes both enterprise and end-user assets.

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

Expertise in creation and maintenance of Access Control Rules to provide data security according to business requirements.

Experience in the creation and modification of Workflows according to business requirements and identifying opportunities for automation using ServiceNow Orchestration.

Discovery Customizations - including transformation of class data and restructuring discovery zone coverage for multiple probes.

Hands on experience in implementing best practices of ServiceNow in developing and customizing Business Rules, Scripting (UI Policies, Catalog Client Scripts and Client Scripts), Scheduled jobs, Wizard panels and Wizard Clients scripts, Content items etc.

Installed and configured collectors, configured credentials and built service watch dashboards in Service watch.

Developed staging forms for integrations to other service management tools, prepared mapping and supported end to end integrated testing.

Developed, managed, measured, and reported on key SLA metrics including: mean time to repair, resources required per case, and issue avoidance.

INTEGRATIONS

LDAP integration For users details population.

Splunk and Mcafee within the GRC

Finance Management integration with PPM

SSO integration with SNOW for User Authentication

Qualys in VR

Fire eye tool with ServiceNow using Email integration

Twilio

Integrated CSM with FSM

Bomgar integration with SNOW using MSP (Managed Service Properties).

Oracle DB integration with Service Now via JDBC Prob using MidServer

Microsoft Azure Integration with Service-Now for VM provisioning.

Professional Summary

Senior ServiceNow Developer/Technical Consultant Dec/18 – Present

Unity BPO, Remote

Responsible for the end to end implementation of CMDB, PPM, APM, GRC, Service Mapping and Performance Analytics.

Worked on ServiceNow GRC (Audit Management, Vendor Risk Management)- Implementing, configuring, onboarding, and administrating GRC plugins, managing governance framework, policies, laws and regulations and best practices in one system, collaborated with the GRC team for providing best possible GRC solution.

Designed and implemented new functionality using Business Rules, UI Policies and Access Lists.

Managed CMDB data and classes customization and performed Data migration to import data from other applications and external databases.

Worked with Field Service Management application to manage work requests that were performed by field service agents.

Worked with Qualys knowledge base to populate historical data into the instance as well as ensuring the Qualys Identifiers are up to date.

Worked on ServiceNow GRC to identify and manage risks in a single register.

Responsible for the integration of Field Service Management with Service Management (SM) application to manage settings for Facilities Service Management and Finance Service Management.

Responsible for Implementing ITAM processes, policies and procedures and assessing existing ITAM systems for improvements.

Provided process governance and oversight of ServiceNow Demand Management.

Streamlined ServiceNow demand management process and managed release lifecycle.

Designed architectures for ITAM systems including integrations with financial, HR and other IT systems and ITIL processes.

Responsible for the Qualys dynamic search list and asset group integrations to identify which scanner appliances to use for scanning matching configuration items and synchronize Qualys search lists for finding vulnerable entries, and retrieving dynamic list type records.

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

Developed custom solution to calculate cost split based upon different countries participating in the idea/demand and reserve and release it from the portfolio.

Performed maturity assessments on ITAM and CMDB customer processes and build process roadmaps for ITAM, and CMDB processes.

Use customized Agile Development module to ensure application scopes and manage Update Sets for different Stories.

Implementing ServiceNow Discovery and CMDB and integrating it with Change management.

Responsible for managing clone scheduling process & Asset management role request functionality.

Worked mostly on the Asset Manager Application designer as project was a new implementation and customization included creation of page, screen, tab, Fields, Buttons.

Worked on end-to-end Service Catalog development and complex workflows.

Created portfolio in PPM module to measure the progress of several projects at the same time and to create multi-project reports for analysis.

Designed and Implementation of service requests through service catalog in service now.

Responsible for the Customization, Applications Configuration, Scripting, Exception Processing, Validation, Usability, Interfaces, etc

As part of the data integration between the source systems and CMDB, facilitate the data transformation, data cleanup before the data gets into golden dataset in CMDB.

Involved in maintaining the CMDB Health dashboard with Completeness, Compliance and Correctness.

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

ServiceNow Developer/Architect Aug/17 – Nov/18

Verizon, Richmond, VA

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.

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

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

Worked with Customer Service Management (CSM) application to create cases for customers, route cases to agents with the required skills and availability, manage customer information and case activity, and connect with other applications and departments to assist with case resolution.

Automated service catalog task execution for virtual server provisioning and performed integration between service watch and CMDB.

Worked in CSM with a variety of tools to engage and respond to external customers, answer questions, and resolve issues.

Supported Service Catalog administration and designed the service catalog workflow.

Responsible for importing data to CMDB classes and syncing Asset-CMDB Records

Worked on handling URL redirects for users logging in to the Portal.

Created customized and user friendly widgets so users can access specific platform features using Service Portal.

Worked with project process team to understand process requirements and translate into technical specifications for implementation.

Created Service Portal as an alternate to CMS using the Angular JS and Bootstrap framework.

Worked on State stories- conflicts with same state codes and reporting issues.

Involved in various ServiceNow customizations as per client's requirement.

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

Created a lot of clients scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery and Prototype.

Worked on loading the data into ServiceNow using import sets and migration between various ServiceNow instances using update sets.

Created many standard workflows which are being re-used and propagated and handled many custom events.

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

Involved in writing the scripts in Business Rules as per the requirement.

Designed Workflows, along with standard Workflow templates which can be reused and performed workflow customizations as per the requirements for Service Catalog items.

Creating Custom Tables, Fields and Configuring Access Controls over them.

Imported Configuration Items from third party applications using import set tables and performed mapping using ServiceNow Service Watch.

Tested ServiceNow Instance by moving Developing Instance to Testing Instance by using ServiceNow Service Watch.

Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.

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

Involved in performance tuning of the ServiceNow and also worked on System Diagnosis.

Worked on customization and configuration of Service Watch, Dashboards.

Developed several client side scripting, catalog scripts, UI scripts, server side scripting based on business rules.

Scheduled cloning and migration of data from instances with ServiceNow.

ServiceNow Consultant/ Developer Jan/16 – Jul/17

Huntington National Bank, Columbus, OH

Working on custom CMS portal which was developed using bootstrap CSS and CMS of ServiceNow.

Major responsibility included development and design of Self Service Portal.

Worked extensively on Implementation, Customization and Maintenance of CSM modules such as Case Management, Incident, Problem, Knowledge Management and Customer Service Catalog in Service-Now.

Development/Integration of Web services for B2B communication for Change Management using inbound and outbound actions with script Includes and Sonic for the synchronization between third-party and the ServiceNow Change application by processing XML Tags containing the full information of the record.

Constructed the catalog items from Scratch in Service Catalog.

Responsible for configuring CSM Portal - Custom Widgets, Menus, Pages and structure.

Responsible IT Service Management applications development on ServiceNow platform to automate the day to day corporate business processes.

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

Involved in requesting a brand-new sub-production instance from ServiceNow and configured the entire instance to reflect the configurations of other existing sub-production instances.

Identified solutions for process governance and documentation design.

Worked on Service Portal so I have a good knowledge of out of the box widgets and can customize widgets according to the needs of the client.

Worked on ServiceNow GRC to identify and manage risks in a single register.

Responsible for the upgrade of ServiceNow Knowledge Management module upgrade to v3 functionality.

Created and implemented process documentation for incident management and implementation of ServiceNow Governance Program.

Created customized and user friendly widgets so users can access specific platform features using Service Portal.

ITSM SME leading the design, creation, and implementation of improvement initiatives with the Event, Knowledge & Incident Management processes.

Created Service Portal as an alternate to CMS using the Angular JS and Bootstrap framework.

Defined risk frameworks and helped in incorporating company policies into the ServiceNow platform.

As per the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.

Initial coordination and management of ServiceNow GRC and Security Operations Modules.

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

Key contributor in Service Integration ITSM Tools team including configuring ITSM tools to engage effectively over the Service Integration Layer, building Web Services for different technologies and providing support for demos to internal stake holders as well as client stake holders.

Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.

Created all JavaScript logic (validation, animations, transitions, template, date picking etc.

Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.

Installed and configured collectors, configured credentials and built service watch dashboards in Service watch.

Responsible for providing Subject Matter Expertise related to the ITSM process adoption and implementation.

Collaborate with worldwide peers and stakeholders to define the requirements for the process to collectively develop and sustain an active ITSM vision.

Facilitate communication between service managers and operations personnel, including third-party providers.

Participate in service improvements from existing or potential third-party providers by reviewing and analyzing impact to ITSM processes including leaning process opportunities.

Collaborated with third party hosting provider to troubleshoot discovery.

Designing new workflows and modifying the existing workflows according to new requirements in an efficient manner.

Designed and developed solutions within the ServiceNow environment to include new or modifications to applications, forms, workflow, policies, actions, access control, interfaces and any other configurations required to support client processes.

Created custom Project Management Office and Portfolio overview homepages for management, with all relevant configuration management documentation.

Developed several client side scripting, catalog scripts, UI scripts, server side scripting based on business rules.

Creating custom Tables, Fields and configuring Access Controls over them.

Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.

Migration from BMC remedy to ServiceNow and gathered requirements for SLA and configured in ServiceNow.

Directed the transformation of complex end-user requirements during Cloud conversion; advised on options, risks, and impacts on business processes and cultural adoption

Creating workflows to handle the status flow once the request is received from an external tool.

Analyzing the workflows so that the existing interfaces and the OOTB functionalities were not disturbed to meet client requirement with successful outcome.

ServiceNow Developer (ITSM) Sep/14 – Dec/15

AT&T, Rosemead, CA

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

Responsible for creating reports, workflows, data imports for Incident, Problem, Service Requests and Change modules.

Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation.

Created various workflows for Incident Management, Change Management, Service Requests and SLA's. Set up the SLA for the various ITIL processes as per the requirement. Involved in redesigning the workflows using ServiceNow workflow editor.

Designed and configured Service Catalog and request workflow.

Implemented new functionality in Service Catalog using catalog client script, catalog UI Policy and Configuring Workflow for the same.

Gathered functional requirements for Service Catalog and converted to technical requirements.

Created workflows for Service Catalog items in Service-Now and also experienced in customizing OBB ServiceNow workflows.

Set up Change Management along with Advanced Risk Assessment Calculator (on a script include level).

Developed Service catalog by creating new Catalog items, designing workflows and execution plans.

Build and test workflows for Service Catalog and created catalog items, workflows, inbound emails actions for service requests.

Worked with Incident Management, Problem, Change Management applications in escalating issues, logging, catering, diagnosing, resolving, monitoring and reporting in ServiceNow.

Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.

Responsible for providing Subject Matter Expertise related to the ITSM process adoption and implementation.

Conferred with clients to discuss their options so that rehabilitation programs and plans for assessing needed services can be developed.

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

Collaborate with worldwide peers and stakeholders to define the requirements for the process to collectively develop and sustain an active ITSM vision.

Configuring Integration Web Services with Third Party application by using SOAP Web service.

Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.

Troubleshoot ITSM issues and Integration related work such as CMDB, LDAP and Network Automation.

Developed the forms, workflows and sync between Problem, Incident and Change with CMDB.

Analyzed and validated scripts/code for successful migration between instances.

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

Monitored health, usage and overall compliance of the application.

Configured multiple forms for Asset module using Configuration Management Database.

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

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

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

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

Developed workflows, assignment rules, escalation rules, case teams, support settings, custom settings and other inbuilt functionality.

Created Buttons and context menus both on form and lists using UI actions.

Designed many email templates by using html and jelly scripting and used them in notifications.

Customized UI Appearance for Problem and Change Management Application.

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

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

Developed Integration with System Center Configuration Manager (SCCM).

Integrated monitoring systems to collect and summarize data for the IT systems and business applications.

Worked with business units to create and adjust synthetic transactions that help to gauge the availability and responsiveness of the applications.

Designing and configuration of workflows to meet specific business needs to support ITIL and business processes.

Developed various Custom Objects, Tabs, Components, Visual Force Pages and Controllers.

Maintained the integrity of the ServiceNow tool across production and non-production environments.

Developed, prepared and edited application administration documentation, presentations, training materials and manuals

Involved in production support for all the ServiceNow related issues.

Tested and designed workflows for Service Request; Review, perform gap analysis and switch over current delivery plans to workflows, wherever possible.

Strong knowledge of the server-side scripting Business rules and Script Includes.

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

Managed and coordinated activities during the overall ticket of lifecycle in incident and problem management.

Discussing the business requirements with clients and documenting them into process requests.

Created Buttons and context menus both on form and lists using UI actions.

Designed many email templates by using html and jelly scripting and used them in notifications.

Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.

Used semantic HTML5, well supported CSS3 and JavaScript to create rich, responsive experiences for our client; Websites and applications, optimized for their users.

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

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

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

Prepared documentation for requirements, design, installation, unit testing and system integration of ServiceNow.

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

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

Responsible for creating the UI pages to use them in catalog items and writing Catalog client scripts and UI policies to make client side changes.

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

Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application and Business Services.

Web Developer Apr/13 – Aug/14

Digital Learning, City of Industry, CA

Worked on Quote creation, census rates generation, and enrollment and renewal functionalities enhancements.

Supported UAT support. Worked on Production issues.

Understanding the existing business and developed new enhancements for HMK migration.

Coordinated with team to make them understand the requirements.

Writing Unit test cases for all the requirements.

Implemented different Design patterns like singleton, factory and J2EE design patterns like

Business delegate, session façade, Value object and DAO design patterns.

Participated in SCRUM Meeting and Delivered the Project in SCRUM methodology.

Involved in implementation of MVC pattern using Angular JS, and Spring Controller.

Created RESTful web services interface to Java-based runtime engine.

Involved in designing of use cases and giving possible technical solutions to the designers.

Involved in unit testing and documenting the Unit Test Results.

All the Business logic in all the modules is written in core Java.

Involved in creating Restful services with the JAX-WS Provider and Dispatch APIs.

Technical Skills

Area

Skills

Programming Languages

Angular JS, Jelly Script, JQuery, Java, ASP.net, Perl

Platforms

ServiceNow, HP Service Manager, SDLC

Web Technologies

ASP .NET, HTML, CSS, JavaScript, jQuery, Ajax, XML, PHP, JSON

Databases

Microsoft SQL Server, Oracle, MySQL

Technologies

Agile, Scrum, Design Patterns, ITIL, CSP, MVC, MapReduce, Android, Machine Learning

Other Tools

Eclipse, QTP, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office, Client Script/Calling server side, code using Glide Ajax in Client Script

Shane M.

************@*****.***

Cell: 213-***-****

Sr ServiceNow Developer/Architect

Certified ServiceNow Admin

CIS – APM & PPM

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