Service Developer

AKASH SINGH

Sr. ServiceNow Developer

Diligent and Self-Motivated Technocrat; possess Seven Plus years of rich & qualitative experience in Service-Now System Administrator/Developer.

•Mobile: 862-***-****; Email: ***********@*****.***

Certifications

•Service Now System Admin (CSA), Application Portfolio Management, Configure the CMDB & Dev ops Micro Certified.

•ITIL V3 Certified – Information Technology Infrastructure Library Certification,

•ITIL Intermediate - Operation Support and analysis Certified.

Professional Summary

•Direct hands-on experience on various IT Services of Service-Now tool like Incident, Problem, Change, Service Catalog requests, Report, Gauges, Web Service Integration along with MID Server, LDAP Configuration & Integration like Infomatica.

•Implemented end to end ITSM, Incident, Problem Management and Change Management, Knowledge Management, Catalog Management.

•Expert in REST Integrations, Email Notification, creating custom tables, Menus and Modules, Surveys, Update sets, Transform Maps, Workflow Creation, System security and property, Scheduled jobs, SLA Configuration, Mobile Applications, Agent Workspace, Scoped Applications, Data Normalization.

•Developed Custom Scoped Applications from scratch.

•Experience on Client scripts, Business Rules, Catalog UI Policies, UI Actions, Script Include, Scheduled Jobs, Scripted REST API, ACLs etc.

•Experienced in working in AGILE based development environment and participating in Scrum sessions.

•Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.

•Experience in UPGRADE OF SERVICENOW INSTANCES.

•Asset and CMDB configuration.

•Facilities Management Custom table creation and data categorization.

•Asset and CMDB configuration.

•Agent Workspace setup and configuration for ITSM.

Maintained IT assets and services.

•Attend weekly CAB (Change Advisory Board) meetings to ensure proper use of configuration items.

•Good knowledge of ITIL and ITSM best practices

•Good knowledge in designing the Workflow for the catalog items

•Good Knowledge of CMDB and Asset Management Services: Business Services and Configuration Item Relationships.

•Good Understanding of Object-oriented Analysis Design and Application Development.

•Prepared various documents like Functional Specifications Document and Design Document.

•Pursue a proactive approach to problem solving.

•Work effectively with others in a team environment.

•Strong verbal, written and interpersonal communication skills

EXPERIENCE

08.2019 - present

Terdata /JIT

Sr. ServiceNow Developer

Responsibilities:

•Worked on creating Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Email Notifications, Email Templates, FIX SCRIPTS, Email Scripts, Script Actions and UI Pages

•Experience in Creating Business Rules/Script Includes/FIX Scripts/Client Script.

•Auditing, and verifying the value and ownership of all service assets throughout their Lifecycle, including Business Services and supporting services of business.

•Working on Service now implementation/configuration in ITSM modules (Incident, Problem, Change, CMDB& Asset)

•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 Incident / problem / change requests.

• Creating business logics and workflows for the best process flow.

• Working on data upload and configuration in CMDB and other ITSM modules

•Working with process owners and business stakeholders to translate business requirements into functional requirements within Service Now

•Perform day to day administration of ServiceNow instances, including changes to process, workflows and items, building reports, managing data, personalizing lists, content management

•Design, prototype, implement and test technical solutions for ServiceNow implementations

•Identify system deficiencies and recommend solutions

•Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes

•Reviewing change requests for completeness and accuracy. Working with service providers to schedule changes.

•Assisting in the preparation, facilitation, documentation, and communication related to weekly and ad hoc Change Management meetings

•Requirement Gathering, Design, Development, Administration, Integrations

•Delivery Lead for ITSM and ITOM Projects or Structuring of CMDB

•Managing Monthly releases and communication

11.2017 - 08.2019

DTE Energy

ServiceNow Developer

Responsibilities:

•Worked on ITSM Module Development for – Incident, Change and Problem

•Worked on Service Catalog and implemented new functionality using Business Rules, UI Policies, and Access Lists etc

• Performed administration tasks for maintain groups and approvals

•Worked for Onboarding activities using Import set, Transform Maps.

•Responsible for creating users and required accounts.

•Involved in associating users to groups, roles and respective domain.

•Created SLA’s as per the request.

•Customized forms, lists for different applications based on requirements

•Responsible for customizing Logos, Icons, converting language translation for the look and feel of user.

•Created Update set for group of customizations that can be moved from one instance to another.

•Responsible for Validate, design and configure Service Catalogs.

2013 - 2017

KPMG

ServiceNow Developer

Responsibilities:

Service Now Platform Administration:

•Deliver Service Now configuration and enhancement requests

•Implement and manage Incident, Problem, Knowledge, 4 Custom Applications, Self Service Portal / Service Catalog, Change, Configuration (CMDB), Asset Management, LDAP/Active Directory integration, scheduled imports and reports

•Delivered reporting and data from Service Now to business and IT users.

Change management:

•Develop, document and publish Change Management process and functions

•Analyze change records to determine any trends or potential problems.

•Reviewing change requests for completeness and accuracy.

•Working with service providers to schedule changes.

•Assisting in the preparation, facilitation, documentation, and communication related to weekly and ad hoc Change Management meetings.

Problem management:

•Perform root cause analysis.

•Investigation and follow-up for permanent fix of the problem.

•Follow-up on tickets being raised regularly for re-occurring incidents.

Skills & Expertise:

-Service Now

-ITSM

-Custom Scope App Development

-ITIL,CMDB, Discovery

-System Center Configuration Manager (SCCM)

-Cascading Style Sheets (CSS)

-HTML5,JavaScript

-Microsoft Office, Microsoft Excel, Microsoft Word, Visual Studio

-Software Development Life Cycle (SDLC)

-Agile Methodologies

-Integration

EDUCATION

Bachelor’s in science from Rutgers University

Science

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