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.
to work independently
and as part of a group.
Aptitude for learning and rapidly
mastering new applications and technology.
skills with proficiency in debugging and problem solving.
Tools & Utilities
Windows, UNIX, Linux
C, C++, Java, Python,SQL.
SDLC, Waterfall, Agile, Scrum.
Service Now, BMC Remedy.
Oracle, MS SQL Server
Certified ServiceNow Administrator
Certified in ITIL Foundations
Education and Training
Master of Science: Management Information SystemsCalifornia State UniversityLos Angeles , California, USAManagement Information Systems
Bachelor of Science: Electronics and CommunicationAnna UniversityChennai, Tamilnadu, IndiaElectronics and Communication
ServiceNow Administrator/Developer07/2015 to CurrentTeva PharmaceuticalsNorth Wales, PA
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
In-depth knowledge of the technical implementation of Change Management, Incident Management,
Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and
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
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/Administrator06/2014 to 06/2015Office DepotBoca Raton, FL
Office Depot, Inc.is a global supplier of office products and services headquartered in Boca Raton, Florida, United
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
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
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
Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform
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 Administrator08/2013 to 05/2014SymantecMountain View, 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
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
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 Analyst05/2011 to 07/2013Innova SolutionsHyderabad, India
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
It allows customers to access the register and policies and premium information online.
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
Escalate unresolved issues to appropriate team and personnel.
Expert in working/managing with Global teams from US, Singapore and India.