Servicenow Developer Event Management

PROFESSIONAL SUMMARY

Experienced IT professional with over 10 years in the industry, showcasing 8+ years of mastery as a ServiceNow Developer & Administrator.

Developed, Implemented ITSM, ITOM, CMDB & ITAM modules at multiple clients.

Customized Request, Change, Incident, Problem & Knowledge Management based on the business requirements using UI Actions, UI Policies, Business Rules, ACL, Client Scripts, Data Policies.

Built multiple Portals for different modules- Pages with Page Designer, UI Builder to build Interfaces custom Widgets, Widget Instances with Widget Editor using Server-Side Script, Client Script, CSS, HTML, Functions, Bootstrap, AngularJS and ServiceNow KPI’s.

Implemented ServiceNow ITOM for end-to-end management of infrastructure operations, Discovery, Event Management, Service Mapping, Orchestration, and Cloud Management.

Configured CMDB workspace for team and maintained the CMDB Health with 3 C’s completeness, correctness and compliance for accurate data.

Designed and implemented ServiceNow ITAM solutions, enhancing Asset Discovery, Inventory Management, Procurement, Lifecycle Management and Software License Optimization.

Experienced in ServiceNow CI/CD pipeline management, DevOps automation, and integrations using Jenkins, Git, and Infrastructure as Code (IaC).

Experienced in integrating ServiceNow with external tools using SOAP, REST, Scripted REST API’s, Integration Hub and Service Graph Connector.

Expert in creating intuitive Dashboards and comprehensive Reports that transform complex data into actionable insights.

Experienced in using Performance Analytics to optimize operations and drive informed decision-making, improving business processes effectively.

Proficient in utilizing import sets to integrate data from different sources into ServiceNow tables.

Experienced in implementing Event Management solutions and configuring notifications.

Proficient in designing and implementing catalogs, catalog client scripts to streamline service request fulfilment and optimize user interactions.

Proficient in customizing the Service Portal using JavaScript, AngularJS, CSS, and ServiceNow APIs.

Proficiency in both Client-Side and Server-Side Scripting.

Expertise in designing and automating workflows using Flow Designer to streamline processes, improve efficiency, and enhance user experience within the ServiceNow platform.

Built custom applications and workflows using ServiceNow's low-code platform, App Engine Studio.

Experienced in creating user interfaces, designing data models, and configuring business rules using App Engine Studio's low-code/no-code tools

Designed relational database schemas, crafting intermediate-level SQL queries, and making strides in optimizing database performance.

TECHNICAL SKILLS

Programming Language: C, JavaScript, Java, Python.

Scripting Language: JavaScript, Power Shell, Jelly Script

Web technology / UI framework: HTML, CSS, Ajax, AngularJS.

Database: MySQL

Software Methodologies: Waterfall, Agile.

PROFESSIONAL EXPERIENCE

US BANK, CA Sep –2020 to Present

Sr SERVICENOW DEVELOPER

Implemented ServiceNow integrations with external systems, leveraging the MID Server for seamless data exchange and process automation, utilizing scripting languages for efficient data manipulation.

Maintained a reliable CMDB through discovery tools, established CI relationships, and facilitated service mapping for dependency analysis.

Leveraged Configuration Management Database to create and maintain accurate Configuration Item (CI) records for IT infrastructure components, including servers, networks, applications, and services.

Established and enforced configuration management policies, standards, and procedures to ensure data integrity and compliance with best practices.

Streamlined ITOM Discovery for Linux and Windows environments, ensuring comprehensive identification and classification of IT assets to enhance operational efficiency and CMDB accuracy.

Developed scheduled jobs to automatically populate CMDB fields with default values, streamlining CI attribute management.

Leveraged Service Mapping capabilities to create visual representations of IT services and their underlying components, dependencies, and relationships.

Experienced in defining and maintaining accurate service maps, including the identification of business services, technical services, and supporting configuration items (CIs).

Created reports and dashboards by analysing ITOM event notifications and ITSM ticketing data, enhancing incident response efficiency.

Integrated CSDM into existing IT Service Management (ITSM) processes to support Service Mapping and the accurate representation of business services and their associated infrastructure.

Implemented ServiceNow Supplier Lifecycle Operations (SLO) to streamline supplier onboarding, risk assessment, and contract management for banking vendors.

Automated third-party risk assessments within SLO, ensuring compliance with financial regulations such as GDPR, PCI-DSS, and FFIEC.

Integrated ServiceNow SLO with Procurement and ERP systems, improving vendor data accuracy and reducing manual processing.

Developed custom approval processes in SLO to enhance compliance for high-risk vendors in the banking sector.

Implemented automated alerts and escalations within SLO for contract expirations, vendor audits, and risk mitigation actions.

Developed business rules to tailor change management workflows, such as implementing approval workflows to specific change types.

Implemented ServiceNow Event Management to consolidate alerts from multiple monitoring tools.

Integrated ServiceNow Event Management with CMDB to provide contextual information for events, enhancing troubleshooting efficiency.

Established and managed e-bonding processes for ticketing systems, significantly improving the efficiency and accuracy of ticket exchange between ServiceNow and external systems.

Developed custom scripts to filter and suppress non-critical events, enhancing the focus on high-priority incidents.

Contributed to new feature development and system upgrades, ensuring alignment with functional and technical specifications.

Developed and optimized automated workflows using Flow Designer to streamline complex processes, enhancing efficiency and reducing manual tasks.

Designed and developed agent and manager workspaces, integrating data from multiple sources to provide actionable insights.

Enhanced workspace functionality by integrating REST-based APIs and external data sources, ensuring seamless communication across systems.

Leveraged Flow Designer to integrate third-party systems with ServiceNow, enabling seamless data flow and automated notifications, improving data accuracy and response times.

Configured ServiceNow workflows to automatically match incoming invoices with corresponding purchase orders based on item details within S2P process.

Implemented data validation rules to identify potential invoice discrepancies during S2P cycle.

Developed and maintained SOAP and REST APIs for seamless integration between ServiceNow and Amazon S3 for secure storage and retrieval of incident reports.

Developed custom middleware solutions to facilitate complex integrations between ServiceNow and legacy systems, resulting in improved system interoperability.

Developed dashboards to visualize ServiceNow and AWS resource utilization.

Analyzed new requirements and enhancements to design appropriate test scenarios and cases.

Automated testing processes using ServiceNow's Automated Test Framework (ATF) to improve efficiency and accuracy.

Designed and implemented comprehensive metrics and indicators to support data-driven decision-making through custom dashboards.

Created visually impactful widgets and data visualizations to enhance user experience and facilitate insights.

Integrated click-through navigation and actionable buttons to improve user engagement and functionality within the dashboard.

Enabled and configured process mining tools on critical workflows, facilitating the analysis and visualization of work processes.

Created, scheduled, and executed automated test suites to validate updates and customizations.

Prepared detailed test cases for both automated and manual testing, ensuring thorough coverage of all functionalities.

Conducted end-to-end testing of ServiceNow modules, including Incident Management, Change Management, and Asset Management.

Implemented Agile and waterfall methodologies in ServiceNow projects, optimizing project management approaches to meet specific project requirements.

Achieved security compliance in ServiceNow development by configuring SSO, implementing MFA, and establishing robust access controls.

Configured the ServiceNow platform, utilizing JavaScript, Bootstrap and AngularJS to customize scoped applications and enhance service portal functionality.

Proficient with App Engine Studio to develop and customize applications and workflow processes.

Utilized ServiceNow logging tools like problem solver, log viewer and script debugger to pinpoint root causes of incidents.

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

Environment: ITOM, CMDB, Discovery, Service Mapping, ITSM, Incident, Problem, Change, Service Portal, Workflows, S2P, Rest, Soap, Integrations, AWS, JSON, Reports, ATF, Dashboards, Notifications, Debugging, App Engine.

GRAINGER, IL Dec - 2018 to Sep - 2020

SERVICENOW DEVELOPER / ADMIN

Implemented ServiceNow's ITAM functionalities to streamline asset tracking, secure compliance, and maximize asset lifecycle efficiency.

Developed an ITAM system, integrating asset discovery tools with the CMDB to ensure accurate and up-to-date asset information.

Utilized ITAM tools, such as Software Asset Management and Hardware Asset Management, to populate the CMDB with comprehensive configuration details, relationships, and dependencies.

Proficient in utilizing ServiceNow's Software Asset Management (SAM) module to track and manage software licenses, entitlements, and usage across the organization.

Conducted software license reconciliations and audits to ensure compliance with licensing agreements and optimize software spend in SAM.

Proficient in utilizing ServiceNow's Hardware Asset Management (HAM) module to track and manage the lifecycle of physical IT assets, including procurement, deployment, maintenance, and retirement.

Leveraged HAM workflows for request fulfilment, change management, and incident management processes related to hardware assets.

Designed and implemented the integration of SCCM with ServiceNow, enabling synchronization of hardware and software assets between SCCM and the ServiceNow CMDB, ensuring data consistency and reducing manual effort.

Automated reports using ITAM data to monitor asset utilization & software license compliance.

Created dashboards to visualize hardware asset lifecycles, facilitating proactive maintenance scheduling and asset refresh planning.

Integrated ITSM with ITAM to streamline asset lifecycle management, linking incidents and changes to asset records for improved tracking.

Implemented workflows that connect ITSM and ITAM modules to automate asset discovery, procurement, and compliance reporting.

Developed custom scripts and business rules to bridge data gaps between ITSM, ITOM, and ITAM modules.

Optimized CMDB data accuracy by integrating ITSM, ITOM, and ITAM for unified configuration and asset management.

Implemented security measures and access controls for MID servers to safeguard against unauthorized access and potential threats.

Experienced in the Analysis, Development and Automation of various ITSM processes including Incident, Change, Problem, service request and service portal.

Collaborated with stakeholders to gather requirements and deliver tailored UI solutions aligning with business objectives.

Ensured seamless user experience by designing responsive and accessible interfaces using UI Builder and adhering to UI/UX best practices.

Developed reusable components and templates within UI Builder to standardize the design and streamline future development.

Developed interactive dashboards using Performance Analytics to visualize incident data.

Integrated ServiceNow with 3rd party applications like JIRA and Slack using REST, SOAP services and Integration Hub.

Created custom ServiceNow portals and widgets using HTML, CSS, and AngularJS to improve user experience, facilitating easy resource navigation and request.

Integrated Jelly Script templates within ServiceNow UI widgets.

Utilized Glide APIs to automate data retrieval, form customization, and user management tasks.

Configured ServiceNow integration with Active Directory using LDAP for automated user provisioning, ensuring new users have immediate access to ServiceNow resources.

Created new custom roles and configured ACLs to restrict access to unauthorized users and groups.

Identified bottlenecks and opportunities for improvement through detailed flow analysis, driving continuous process optimization.

Experienced in creating user interfaces, designing data models, and configuring business rules using App Engine Studio's low-code/no-code tools

Extended ServiceNow functionality by building custom applications, forms, lists, and reports within App Engine Studio

Leveraged App Engine Studio to automate various ITSM processes such as incident management, change management, and request fulfillment.

Utilized App Engine Studio's scripting capabilities (client-side and server-side) to add advanced logic and customizations to ServiceNow applications

Implemented access controls, UI policies, and client scripts within App Engine Studio to enforce data validation and enhance user experience

Implemented, documented, and maintained the Service-Now platform to align with specific business needs, supporting ITIL and business processes.

Defined and automated ITIL processes like Incident Management, Change Management, Problem Management using ServiceNow workflows.

Customized ServiceNow forms, catalogs, approval workflows to support ITIL processes per business requirements.

Environment: ITAM, ITOM, SAM, HAM, Discovery, ITSM, ITIL, Integrations, HTML, AngularJS, widgets, ACL, CMS, Dashboards, Performance Analytics, LDAP, Troubleshooting, S2P.

UC DAVIS HEALTH, CA Aug - 2017 to Dec - 2018

SERVICENOW ADMIN

Designed and implemented ServiceNow solutions for ITSM modules such as Incident, Change, Problem, Service Catalog, and CMDB.

Configured SLAs in Incident and Service Catalog Management based on predefined criteria.

Managed ServiceNow ITSM platform performance through routine administration tasks: user provisioning, access control, and incident/problem resolution.

Configured ITSM modules for Incident, Change, Problem.

Managed users, groups, and roles and handled data using Tables, CMDB, Import Sets, and Update Sets.

Expertise in creating Service Catalog items, Record Producers, UI policies, UI pages, Workflows, Business Rules & Script Includes.

Designed workflows to automate incident updates based on predefined criteria and improving efficiency.

Worked on Order Guides to make it easier for the user to raise a request.

Managed user profiles, groups, and access rights for a large user base with in LDAP directory.

Utilized Automated Test Framework (ATF) to automate testing of ITSM core functionalities, ensuring their proper function after configuration changes and upgrades.

Customized the Change Application to personalize menus and rules as per process requirements.

Created and altered inbound email actions to automatically create cases incidents and approve records.

Configured Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.

Developed and upheld technical documentation, design documents, user guides, and SOPs.

Created and modified update sets to transform data from one service instance to another instance.

Utilized Access Control Lists to secure and grant access to the appropriate individuals/roles.

Environment: ITSM, SLA, Service Catalog, Import & Update sets, Record Producers, Script Includes, LDAP, Order Guide, ATF, Notifications, Alerts, Documentation, ACL.

CAPGEMINI, INDIA July - 2013 to Nov - 2015

Jr SQL DEVELOPER

Proficient in writing SQL queries for data retrieval, modification and reporting.

Familiar with database design principles and normalization techniques.

Experienced in creating and optimizing database indexes.

Good Knowledge of SQL functions, subqueries and joins for complex data manipulation.

Created and maintained database objects such as tables, views, stored procedures and triggers.

Implemented data integrity constraints and enforced referential integrity.

Developed efficient SQL scripts for routine data updates and maintenance tasks.

Monitored and optimized SQL queries using tools like SQL Profiler.

Utilized indexing and query tuning techniques to enhance database performance.

Conducted query performance analysis and made necessary adjustments.

Implemented error handling mechanisms, such as Try-Catch blocks, to ensure error recovery.

Diagnosed and resolved database-related issues and errors.

CERTIFICATIONS

ServiceNow Certified System Administrator – CSA

ServiceNow Certified Application Developer - CAD

EDUCATION

Masters of Science in Computer Science from Sacred Heart University, Fairfield, CT.

Bachelor of Technology in Computer Science & Engineering JNTUH, India.

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