Change Management Servicenow Administrator

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

O: 903-***-****

Professional summary:

Having worked as an IT professional for 8+ years and in ServiceNow for 5 years, I have gained a thorough understanding of the corporate environment and implementation processes within the ServiceNow area.

Around 4+years of experience as a Service-Now suite developer, ServiceNow administrator and ServiceNow Cloud Automation/Orchestration Developer.

Certified ServiceNow Administrator.

Experience of end-to-end implementations in ServiceNow platform.

Implemented and configured SAM tools to automate software tracking, compliance monitoring, and reporting.

Worked on SAM, HAM to process the entire life cycle of a device or software from procurement to retirement.

Successfully implemented ITIL-based processes within ServiceNow, including Incident Management, Problem Management, Change Management, and Service Request Management, ensuring alignment with industry best practices.

Implemented Service Level Agreements (SLAs) and service level targets within ServiceNow ITSM to monitor and measure service performance against agreed-upon metrics, enabling continuous service improvement and alignment with business objectives.

Leveraged JavaScript within ITSM platforms to customize and automate IT service management processes, workflows, and user interfaces.

Developed and consumed RESTful APIs and web services using JavaScript to enable programmatic access to ITSM platform functionality and data.

Developed and implemented risk mitigation plans within ServiceNow, outlining specific actions, responsibilities, and timelines to address identified risks.

Monitored risk indicators and key risk metrics using dashboards and reports within the ServiceNow Risk Management module.

Customized ServiceNow UI elements, themes, and styles using HTML, CSS, and JavaScript to align with organizational branding and enhance visual appeal.

Configured and maintained ServiceNow Discovery to automate the identification and mapping of IT infrastructure, ensuring an accurate and up to date CMDB.

Developed and fine-tuned Discovery schedules to optimize the scanning process, balancing performance, and accuracy for different network segments.

Implemented and managed credentials and mid servers to ensure secure and efficient communication between ServiceNow and target devices.

Created and customized probes and sensors to enhance Discovery capabilities and accommodate unique infrastructure requirements.

Integrated Discovery with other ITSM processes such as incident, problem, and change management to provide comprehensive visibility and control over the IT environment.

Worked on Discovery by configuring Ip ranges to discover ci devices and populate CMDB records by avoiding duplicate records.

Implemented data enrichment and normalization techniques within ServiceNow Discovery to enhance CI data quality and ensure consistency across heterogeneous environments.

Configured Discovery schedules, probes, and patterns to ensure comprehensive and efficient scanning of the IT environment.

Experienced in defining CI relationships and dependencies within ServiceNow CMDB, enabling comprehensive impact analysis and change management.

Capable of implementing CI discovery and reconciliation processes to maintain up-to-date CI data and synchronize with external data sources.

Implemented SOAP headers to convey metadata, authentication tokens, and additional context information along with SOAP messages.

Experience in Implementing SSO using SAML2.0 protocol.

Experience in configuring the Business Rules, Client Scripts, UI Policies, UI Actions, SLAs in ServiceNow

Experience in designing and implementation of workflows using ServiceNow workflow editor.

Strong knowledge and experience in all the phases of SDLC

Used GlideRecord API to query, insert, update, and delete records in ServiceNow.

Implemented complex business logic by using GlideRecord methods to ensure data integrity and consistency.

Experience in Integrating Jelly scripts seamlessly with GlideRecord API to display and manipulate data on ServiceNow forms and lists.

Very Good Knowledge in HRSM Module and ATF Tool.

Working Knowledge on several other applications like SAM, HAM, ITAM, ITBM, CS, ITOM, Integration Hub in ServiceNow Platform.

Good real time knowledge of implementing Flow Designer and Integration Hub.

Good Knowledge of SecOps Module to create security incident response records.

Worked on Event Management by integrating with third party systems to generate events and create alerts and incidents.

Proficient in configuring and managing ServiceNow Discovery to automatically identify and map IT infrastructure components across on-premises and cloud environments.

Worked on CMDB Health Dashboard to show CI’s information about orphan CI’s and others.

Setup and Maintaining of Mid Server on premise and cloud.

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

I worked on Service Mapping to get various Business Service information and show it as a picture.

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

TECHNICAL SKILLS:

Programming languages: C, C++, CSS, HTML5, SQL, jQuery, Ajax, JavaScript, AngularJS.

Operating Systems: Windows, Mac OS, Linux

Databases: Oracle, Microsoft SQL Server, DB2, Apache Tomcat.

Education Details: Bachelor’s degree, JIET

Certifications: Certified System Administrator

Certified Application Developer.

Professional Experience:

Client: Ascension, Appleton, WI June’ 22 to Present

Role: ServiceNow Developer/Admin

Responsibilities:

The project included an implementation of IT Asset Management (ITAM) where I was given the responsibility for enabling ITAM for one of our customers.

Leveraged cloud based ITAM platforms to ensure scalability, flexibility, and ease of management.

Created detailed reports and dashboards to track hardware asset utilization, performance, and lifecycle status.

Used reporting insights to inform strategic decisions about asset deployment, replacement, and retirement.

Worked as a Service Portal developer and was responsible for the successful design and delivery of modern responsive service management portals on the ServiceNow platform.

Developed and consumed RESTful APIs and web services using JavaScript to enable programmatic access to ITSM platform functionality and data.

Implemented data transformation and mapping logic using JavaScript to convert and reconcile data between different formats and schemas in ITSM integrations.

Improved and optimized JavaScript-based integrations within ITSM environments to enhance reliability, scalability, and maintainability over time.

Responsible for the design and configuration of ITSM and customizing the applications using JavaScript, AJAX, and HTML in ServiceNow.

Led the design and optimization of ITIL processes to improve service delivery, reduce incidents, and enhance customer satisfaction.

Implemented ITIL-based incident management processes to ensure timely resolution of incidents and minimize impact on business operations.

Managed the CMDB within ServiceNow to maintain accurate records of IT assets, configurations, and their relationships.

Developed and maintained APIs and integration scripts to facilitate seamless communication between ServiceNow and external applications.

Monitored and analyzed Discovery logs and performance metrics to troubleshoot issues and optimize the discovery process.

Developed and maintained documentation and training materials for Discovery processes, ensuring consistent practices and knowledge sharing across the team.

Implemented best practices for Discovery and CMDB management, ensuring compliance with industry standards and organizational policies.

Configured and managed service mapping to create accurate and comprehensive maps of business services and their dependencies.

Conducted regular reviews and updates of discovery configurations to accommodate changes in the IT environment and support new technologies.

Integrated ServiceNow Discovery with other asset management tools to ensure seamless data flow and comprehensive visibility of IT assets.

Responsible for providing IT operations implementation and asset management using the Discovery with Snow application, business services with a focus on service mapping, and CMDB health.

Responsible for the implementation of Service Mapping and Event Management and performed Discovery visibility.

Worked on implementing the related records in the agent workspace for the HR case management so that they can link records with existing HR records and incidents.

Experience in support services providing IT inquiries, incidents, and requests from end users.

Experience in providing resolution of technical issues related to their assigned incidents/change requests according to defined processes.

Responsible for supporting the teams in charge of implementing and managing the ServiceNow installation. This includes handling system configurations, collecting and documenting user and process requirements, creating customized workflows, and carrying out quality assurance and user acceptance testing.

Implemented ServiceNow Discovery to automatically identify and map IT assets and dependencies across the enterprise network, enhancing visibility and accuracy of the CMDB.

Implemented ServiceNow Discovery and CMDB, integrated them with Change management, imported data to CMDB classes, and synced Asset-CMDB Records.

Good Experience in Integration of ServiceNow to Active Directory using the LDAP Integration and Integrating ServiceNow with Multiple Identity providers using Single-sign-on.

Integrated ServiceNow with LDAP for authentication and authorization and was responsible for creating various workflows for Incident Management, Change Management, Service Requests, and SLAs.

Great development work with client scripts, business rules, UI Policies, UI Actions, Update Sets, Email notifications, email templates, workflows, catalog items, ACLs, execution plans, timeline pages, scripted SOAP, and REST API’s.

Creating new service catalog requests and items according to business needs.

Created Record producers based on the customer requirement.

Created access control rule (ACL), UI Policies, and Data Policies.

Reporting to include data extraction, import/export data, publishing, distribution, cataloging, report scheduling.

Implemented server-side business rules using GlideRecord to automate and enforce data validation, default values, and field-level calculations.

Implemented conditional statements and iterative constructs in Jelly scripting to create dynamic and context-aware UI components.

Designed and implemented custom workflows and automation within ServiceNow SecOps to streamline security operations processes.

Responsible for creating customized and user-friendly widgets so users can access specific platform features using Service Portal.

Involved in developing workflow customizations and performing quality assurance testing and user acceptance testing.

Responsible for code migration via update sets from non-production environments to production environments in a bi-weekly release cycle.

Support and coordinate scheduling and execution of releases, product upgrades, and new technology deployments.

Client: Mercury Insurance, Los Angeles, CA Nov’ 21 - June’ 2022

Role: ServiceNow Developer/Admin

Responsibilities

Responsible for the implementation of ITSM suite with customization and development of Incident, problem, change, and Service Catalog.

Worked on designing, configuring, and customizing new applications and modules of ServiceNow like Incident Management, Change Management, Problem Management, Service Catalog, User Administration, and Reporting.

Lead successful redesign of the Service Catalog to meet Enterprise Service Management objectives.

Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering, and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing and user acceptance testing.

Design and maintain Service Portal for user access to Knowledge Base and Service Catalog.

Created and managed custom REST API endpoints in ServiceNow to expose data and functionality for external consumption.

Transformed and mapped data between ServiceNow and external systems using REST APIs to ensure compatibility and data consistency.

Created custom workflows involving multiple approvers and conditions to implement the Catalog items.

Key contributor to 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 stakeholders as well as client stakeholders.

Worked extensively on LDAP integrations. Successfully managed and developed large-scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.

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

Integrated ServiceNow GRC with external tools and systems to facilitate data exchange and enhance the overall capabilities of the GRC framework.

Created workflows for Service Catalog items and Knowledge articles in ServiceNow.

Created Service Catalog templates for various use cases used for Catalog Admin to develop catalog items.

Responsible for troubleshooting ITSM issues and Integration related work such as CMDB, LDAP, and Network Automation.

Configured Service Level Agreements (SLAs) to define certain levels of services to incident management and Service catalogs.

Re-built Service Catalog items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.

Analyzed the requirements and developed a plan to start the new ITSM enhancements project.

Provided ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting, and third-party software integrations.

Gathered requirements from stakeholders at various phases to leverage ServiceNow within the organization on End-user self-enablement portal using CMS.

KPMG, India Mar’ 2018 – July’ 21

ServiceNow Developer

Responsibilities:

Creation of technical, functional specification documents as per the requirements

Creation of Applications, Modules, tables, Columns as per the requirement specification in Service Now.

Reports, Service Level Agreement, Notifications, and Alerts.

Configuring the SLAs for various ITIL processes in Service Now

Managing Service-Now admin, Table Creation, Database Views, SLA definition, Reference qualifier, Related lists, Script include, Business Rules, client script, workflows.

Supporting ServiceNow by troubleshooting, implementing bug fixes and performing root cause analysis.

Customizing the forms and form design for the ITIL processes used across the firm.

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

Migration of changes from one instance to another using update sets.

Involved in Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge.

Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements.

Worked on importing the Configuration Items (CI) from third party applications.

Responsible for the acceptance, identification, storage, and withdrawal of all supported CIs.

Responsible for managing data with Service Now tables, CMDB import sets Users, Groups, and roles.

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

Separated data from custom tables among the users in the system by using ACLs.

Iqube Technologies, India Jul’ 2016 – Feb’ 2018

Role: UI Developer

Responsibilities:

I closely worked with business system analysts to understand the requirements to ensure that the right set of UI modules been built.

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

Developed the UI using JSP, HTML, CSS, and AJAX and learned how to implement JQUERY, JSP, and client & server validations using JavaScript.

Developed web pages and components using HTML CSS and JavaScript.

Created business classes and base objects.

Utilized JavaScript and jQuery to improve the overall design and UI of campaign websites.

Worked alongside backend Java programmers to troubleshoot Java Script-related issues with front-end connectivity.

Extracted data in UI for different clients using JSON format.

Implemented client-side validations using JavaScript.

Participated in maintenance and production support.

Environment: HTML, CSS, JavaScript, jQuery, AJAX, JSON, and Windows.

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