Professional summary:

* ***** ** ********** ** ServiceNow platform in all aspects of Client engagement lifecycles including the requirement gathering, refining, effort scoping, developing, product implementation and product support and regular monitoring of the product/application.

Played a crucial role in every organization working as Analyst, Developer and Administrator with ServiceNow ITIL certified.

Attention to detail and complex problem-solving abilities from operational and technical perspective.

Working experience on various phases of SDLC and good understanding of the object-oriented analysis, design and application development.

Great functional and technical knowledge on the Service Now platform as well as experience delivering medium to large-scale ServiceNow implementations.

Experience in Installation and Configuration of different modules of Service-Now.

In-depth knowledge of the technical implementation of ITSM, ITBM, ITOM like Change Management, Incident Management, Problem Management, Asset Management, Service Catalog, Knowledge Management, Configuration Management, Procurement, HR case management, Reporting, Service Mapping, Project Portfolio Management (PPM), Discovery and Integrations, Service Requests.

Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with Customers and Clients.

Expertise on creation of workflows and Service Catalog Items in ServiceNow.

Worked in discovering and mapping CI’s using Service Mapping and used in applications Microsoft exchange.

Hands on experience developing CMS in Service Now.

Hands on experience on Active Directory, LDAP and Single Sign-On (SSO) Integration.

Hands on experience with web service integrations like SOAP, REST.

Creating a catalog front end, loaded data in service catalog and placed it for some time using CMS.

Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration.

Loads, manipulates and maintains data between Service Now and other systems.

Hands on experience in web development using HTML, JavaScript, Angular JS and CSS.

Good experience in application development using JavaScript, Perl, Java/J2EE.

Worked on update sets reconciliation by merging update sets and handled version-controlled techniques and ensured all update sets are moved accordingly and they are compliant as per industry best practices.

Technical Skills:

ITIL

ITSM, ServiceNow (San Diego, Quebec, Paris, Orlando, New York, Madrid, London etc..), JavaScript

Programming Languages

C, C++, Java script, HTML5.0, CSS, Angular JS, Bootstrap

Software Methodologies

SDLC, Waterfall, Agile, XP, Scrum

Databases

Oracle DB, MySQL

IDE

Eclipse, TOAD

Professional Experience:

Client: EBSCO Information Services June 2020 – Till Date

Role: ServiceNow Admin/Developer

Key Deliverables:

Involve in gathering of business requirements and documenting them technically. Analysis, Estimations and design.

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

Designing and developing the new applications from scratch.

Perform system and application configuration and management. Provide level 2 customer support of tickets assigned to the ServiceNow team.

Accountable for producing the technical design document that includes the application architecture details.

Creating new roles, groups and security groups to access certain functionalities and customized homepage design which shows the daily/weekly performances

Identifying the root cause of the problems assigned while working towards solution to the technical issues.

Working experience on the client side and server-side scripts like Client scripts (onChange,

onLoad, onCellEdit, onSubmit), UI Policies, UI Actions, Business Rules (before, after, display) and

Script Includes (for calling up the frequent codes/user defined functions).

Worked on transforms maps for loading the excel sheets into the tables with conditional mapping in Script section and defining the condition when it must execute and when to ignore by defining the Transform scripts (onBefore/onStart).

Created multiple tables dependently and by creating extended tables for an existing table to use

the attributes created on that table like parent/child relationship as of Task, Problem, Request

tables where Task is the Main table and all other are extended tables from Task Table.

Created module for the end users to easily navigate through the tables they wanted to.

Creating the ACL to give access to the predefined users depending on user roles or condition.

Based Created View for different users by their roles types in System UI.

Running the scheduled jobs on conditional mode.

Created UI Action Button to generate the reports as many times by creating the Database views (to merge more than the 2 tables) and send it across through the emails in their preferred.

format (Excel, CSV and PDF) Worked on designing the workflows, their start conditions and generating the approvals and reject emails by using the Task table (OOB Table) and customized table in scoped applications.

Working experience on custom applications/scoped application.

Document technical architecture that could be easily understood and immediately used by the team of developers to construct their test cases for the development and unit testing

Experience on setting up the SSO and LDAP integration.

Working on both inbound/outbound integration for getting the data into the tables and out of the tables based on the client requirements.

Implemented the OAuth2.0 for authenticating the 3rd party applications/SFTP Servers to get the Payload (JSON)/Excel and do the necessary actions.

Working Knowledge on payloads (JSON) to break into the chunks based on the schema if it is direct key value pair (i.e., one record) or multiple objects lined up in the same format (i.e., Multiple records in the single file).

Working on MIDServer to generate the file and sending it to the MIDServer and making some operation on files using the Perl and Python to change the file header, file name, getting the total number of records in the file in header etc.

Making connections to the FTP servers from the MIDServer using the MID Server Scripts.

Client: Reliance Steel & Aluminum Dec 2018 – May 2020

Role: ServiceNow Admin

Key Deliverables:

Gathering detailed Business and Technical requirements from customer for development of Service Requests.

Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery.

User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules.

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

System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Security, Users, and Groups.

Created, Developed and implemented HR cases for automated HR processes, such as employee on boarding and off boarding.

ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.

Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.

Created functional and technical specifications documents for various Service-Now modules.

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

Develop and manage application code, user interface, and third-party integration components, and also performed Data Migrations Procedures.

Performs migration activities (Dev to QA, QA to Prod).

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

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

Coordinated Service Catalog options, including two-step checkout, cart controls, and variables. Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Worked on creating the service portals, catalog items and their catalog client scripts to do the necessary actions.

Created variable and variable sets for the service portal which are defined on the conditional basis.

Worked on record producers to create record in request with data received from the service catalog.

Created and edited knowledge articles and created various modules in Knowledge management.

Client: Kroll Bond Rating Agency, PA May 2017- Nov 2018

Role: ServiceNow Developer

Key Deliverables:

Strong experience in customizing the form design and form layout for various on the ITIL Process. Configuration like Incident, Problem, Change Management in Service now.

Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.

Participating in designing new components according to requirements.

Developing new applications as per provided requirements.

Attending meetings with Client and Business partners, understanding requirements.

Working on enhancements of existing modules/structures as requirements.

Transferring knowledge to new team members with project specifications.

Design and implemented Catalog Client Scripts and Catalog UI Polices.

Design and implement new functionality using Business Rules, UI Policies, and Access control lists, Client scripts.

Working on requirement gathering and analysis.

Worked on End-to-End implementation of Discovery.

Maintained the Configuration Items and modified the forms and form Sections.

Created Dash boards on requirement.

Client: Capital One, Richmond - Virginia June 2016 - April 2017

Role: ServiceNow Consultant

Key Deliverables:

Gathered requirement from stake holders for attributes needed to develop Service Catalog items.

Worked on different UI script, Client script.

Develop necessary development documentation as needed e.g., technical design, developer notes, knowledge articles etc.

Some out of the box changes for incident, problem, and change modules.

Managing client scripts, UI policies, UI actions, Script include and Data policies.

Generating and Scheduling Reports in Service Now for users with different roles.

Worked on email script, variable pool, scheduled job, email inbound action.

Worked on Record producer and order guide.

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

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

Developed and Implemented Service Catalog right from the scratch to order new catalog items and request for any financial assets according to the network.

Client: Hexagon, Hyderabad - India April 2013 – July 2014

Role: ServiceNow Developer

Key Deliverables:

Designed and delivered technical methodologies around the ServiceNow platform.

Responsible for day-to-day management within the platform.

Briefing through the complex requirements and documenting it for technical and development purposes.

Gathered requirement from stake holders for attributes needed to develop Service Catalog items.

Worked on various ITSM modules and ITBM.

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

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

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

Worked on integrating part with ServiceNow to other 3rd party tools.

Worked on reports, dashboards and workflows according to the customer requirements.

Involved in production support for all the ServiceNow instance related issues.

Education:

Bachelor of Technology, JNTU Hyderabad India.

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