servicenow administrator developer resume example with 11+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Summary
Qualified IT Professional with 6+years of total experience including 4+ years of experience as a ServiceNow
Developer and Administrator.
Excellent verbal and written communication skills - able to present information, status, and issues in a clear
and concise manner with the goal of driving to a decision.
A passionate, articulate, goal-oriented and dynamic professional with successful background in
Requirement Gathering, Technical Documentation, Software Validation, Software Release and
experienced Software Developer in ServiceNow .
Attention to detail and complex problem solving abilities from operational and technical perspective.
Ability
to work independently
and as part of a group.
Aptitude for learning and rapidly
mastering new applications and technology.
Excellent analytical
skills with proficiency in debugging and problem solving.
Skills
Operating Systems
Programming Languages
Software Methodologies
Tools & Utilities
Scripting Languages
Application Servers
Database
Windows, UNIX, Linux
C, C++, Java, Python,SQL.
SDLC, Waterfall, Agile, Scrum.
Service Now, BMC Remedy.
JavaScript, HTML, CSS.
Apache, Tomcat.
Oracle, MS SQL Server
Certifications
Certified ServiceNow Administrator
Certified in ITIL Foundations
,
Education and Training
Master of Science: Management Information Systems, Expected in - California State University - Los Angeles , California GPA: Status - Management Information Systems
Bachelor of Science: Electronics and Communication, Expected in - Anna University - Chennai, Tamilnadu GPA: Status - Electronics and Communication
Experience
ServiceNow Administrator/Developer, 07/2015 - Current Accenture Contractor Jobs – Charlotte, NC,
Responsible for day to day management within the platform .
Played an important role for Translation of the instance for 34 Countries ; provided training , managed the Update Sets, Organized UAT and pushing it to the Production instance.
Enhancements and Development
in Incident Management, Request Management and Service Catalog Management .
Experience Developing ServiceNow applications from Business requirements and Technical design
documents.
In-depth knowledge of the technical implementation of Change Management, Incident Management,
Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and
Integrations.
Core competency areas include IT Service Management using ServiceNow Tool.
Expertise on creation of workflows for Service Catalog items in ServiceNow.
Functional knowledge and implementation experience of ITSM frameworks.
Managed intake and requirements gathering for corporate wide ServiceNow instance.
Good knowledge of CMDB and Asset Management Services: Business Services, Service Offerings and Configuration item
relationships.
Understanding of IT service management (ITSM) and the ITIL business process.
Maintain Service level agreement (SLA) and monitor an SLA Workflow.
Expertise from Calgary through Helsinki Versions.
Created Knowledge articles to document the steps in creating the catalog item.
Built ServiceNow forms from scratch along with advance customizations at the level of UI Macros/UI pages as
per the complex requirements.
Created countless Business Rules using the GlideRecord operations
Created Catalog client scripts and UI policies to make client side changes.
Created the UI pages to use them in Catalog items, Implemented using UI scripts.
Created Knowledge articles to document the steps in creating the catalog items.
ServiceNow Developer/Administrator, 06/2014 - 06/2015 Serco Group – Harrisonburg, VA,
Office Depot, Inc.is a global supplier of office products and services headquartered in Boca Raton, Florida, United
States.
Responsibilities:
Involved in analysis of end user requirements and Business rules based on given documentation and worked
closely with tech leads and Business analysts in understanding the current ServiceNow system.
Developed solutions in the service-now platform that are ITIL V3 compliant and defined business solutions for ITIL
users.
Designed and implemented new functionality using UI Policies and Data Policy.
Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
Responsible for creating various workflows for Incident Management, Change Management, Service
Requests and SLA's.
Has been part of end user self-service portal management.
Configured end to end process for Knowledge management and worked on the knowledge Centered Support
(KCS) plug-in.
Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily,
weekly, monthly and on request basis.
Responsible for creating homepages including basic reporting, gauge configuration and dash board
presentation.
Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform
Maps.
Generating weekly reports and metrics for IT management.
Configured metrics for indicating KPI of the Industry in different measure.
Created many standard workflows which are being re-used and propagated.
Documented business processes, functional requirements
Conduct information flow analysis, process modeling within and across multiple business streams.
Maintained the integrity of the service-now tool across production and non-production environments.
Provided training on service-now process, operations and capability to all required teams.
Involved in production support for all the ServiceNow related issues.
ServiceNow Administrator, 08/2013 - 05/2014 Alteryx – San Francisco, CA,
Working with client and functional requirements within Service Now.
Facilitating country roll out of new applications and modules.
Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions,
Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
Assist in the definition of business requirements and provide definitions and updates of system design
documentation.
ServiceNow application development; including creation and configuration of Service Catalogs, Email
Notifications, Data imports and exports and Reports.
Experienced in the analysis, development and automation of various ITSM processes including Incident
Management, Change Management, Asset Management, Service Request. The service we also provide to clients is a semi managed service for administering their Service desks that has
been implemented.
This includes various administration tasks within Service desk software.
Created Buttons and context menus both on form and lists using UI actions
Designed many email templates by using HTML and used them in notifications
Worked with windows team, network team and Asset team in order to check for the data collected through
discovery is accurate.
Created new Business Rules/Script Includes/Client catalog script/Client Script.
Configured chat functionality for Service Desk ticketing queue and created transform maps for importing CMDB data.
Written Script Includes and invoked them in business rules and client scripts
Imported Active Directory to Service now using data sources.
Created data sources and loaded the Service-Now tables with different data formats
Created transform maps both automatic field mapping and scripting
Also worked on Asset Management and loaded the data into it..
Systems Analyst, 05/2011 - 07/2013 Bae Systems – Arlington, VA,
This is a member service application which covers services related to members like benefits eligibility claims and
registration, coverage verification, process and receipt of service requests, timely delivery of payments, information
requests.
It allows customers to access the register and policies and premium information online.
Responsibilities:
Supporting application releases and validating the application end to end and providing the
findings/suggestions to Developers and Business.
Trouble-shooting production incidents with detailed analysis of issues on web, mobile, web services, desktop
applications and doing the root cause analysis.
Developing automation scripts for daily monitoring activities using C#.
Assists with the identification of issues by developing and reviewing system audits and logs
Research processes and data flows.
Evaluate, recommend, and implement improvements to enhance or automate
solutions to improve efficiency and security of data.
Serve as the technical liaison with business units and related system providers.
Evaluate system updates and
publish an executive summary on updates and impact.
Prepare and publish an upgrade timeline.
Support regular processes, transactions, mass changes, and system imports/exports.
Collaborates with all departments of IT, recommends appropriate application change procedures and obtains
management approval.
Escalate unresolved issues to appropriate team and personnel.
Expert in working/managing with Global teams from US, Singapore and India.
Environment: Visual Studio 2005, CSS, XML, JavaScript, SQL Server.
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