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Professional Summary
A ServiceNow Admin / Developer with around 7+years of overall IT experience and 5+ years having specialized experience on implementing Incident Management, Problem Management, Change Management, Configuration & Asset Management(CMDB), Service Catalog Management, Discovery, Integrations, and Service Mapping in ServiceNow.
Experience in ServiceNow implementation, integrating, development, administration and support.
Experience working on SaaS (Software as a Service) based tools (Service Now), with focus on implementing ITIL processes.
Good understanding of IT Help Desk and service management along with good understanding of the ITIL framework.
Hands on experience on scoped applications handling, customizations and using various components of Service Now like : UI Policies, Client Side scripting (g_form, g_user) and Service Side scripting (GlideRecord, GlideAjax, GlideAggregate, GlideRecordSecure, GlideSystem), Script Include, Business Rules, Workflows, Flow Designer, UI Actions, update sets, import sets/transform maps, scheduled jobs, mid-server, integration using REST and SOAP API, WSDL, JSON, Service Portal, UI Pages, Widgets, Order Guide and Integrations, ATF.
Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3.
Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
Experience in Configuration of different modules of Service-Now.
Specialized in IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) & IT Infrastructure Library (ITIL) applications and provides forms-based workflow application development.
Configuring and maintenance of ServiceNow platform to support the delivery of the Security Operations knowledge & Documentation Module.
Excellent written & verbal communication skills – Able to present information, status and issues in a clear and concise manner with the goal of driving to a decision.
Demonstrated project management skills and experience working directly with customers and clients.
Skills
ITSM Products: ServiceNow, BMC, RCA Service Manager, SCCM, CASPER, ADDM, AIRWATCH etc.
01/2020 to CurrentServiceNow Developer/AdministratorAsrc Federal Holding Company | Bethesda, MD,
Participated in design and planning exercises for future software rollouts.
Resolved system test and validation problems to provide normal program functioning.
Enhanced and fixed Defects on Incident, Problem, Change Management and Service Level Management (SLM), Service Catalog, CMDB, Asset Management, Reports and other modules.
Merged various related catalog items by doing proper analysis to incorporate all workflow drive variables on single item form and created common workflow and routed through switch activities.
Fixed existing defects like task level issues and workflow routing issues in existing catalog item workflows.
Created business rules to update priority set from RITM to all its child tasks and to cascade updates from parent to related tables.
Developed and customized scheduled reports as per requirements from management.
Provided day-to-day ServiceNow Administrative support to all internal departments.
Configured various SLA’s as per client requirement.
Developed integration using REST API to generate Incidents from an external source and keep updates in sync.
Maintained integrity of service-now tool across production and non-production environments.
Provided training on service-now process, operations and capability to all required teams.
Generating weekly reports and metrics for IT management.
Configured metrics for indicating KPI of Industry in different measure.
Created many standard workflows which are being re-used and propagated.
Documented business processes, functional requirements.
Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation.
Helped implement Hardware and Software Asset Management, along-side with Contract, Vendor, Warranty and Budget Management on ServiceNow.
Worked with windows team, network team and Asset team for CMDB related requirements.
Worked on scheduling Reports and designing Dashboard customized to the user role.
Involved in configuring the UI Actions, UI Policies, Access Control Lists in ServiceNow.
Worked on integrating ServiceNow with external applications using SOAP and REST Web Services.
Responsible to document and maintain all requirements, implementations and approved ServiceNow processes.
Used Import sets and Transform maps to import data into ServiceNow from external data sources.
Worked closely with other team members in such tasks as troubleshooting and debugging.
Participated with clients in discussion meetings.
Environment: ServiceNow Asset, change Management., CSS, HTML, Web Services, CMDB, MS SQL server, Angular, Ajax Service Oriented Arch, Web Services, File builder, ServiceNow Module Testing.
03/2017 to 01/2020ServiceNow AdministratorAgreeya Solutions | Spring Valley, NY,
Configure and customize Incident Management and Problem Management applications to meet Business Requirements
Designed and implemented custom UI for lab users using Angular JS, JavaScript and HTM.
Designed and implemented custom classes for enabling dynamic Inbound REST calls which was not provided by ServiceNow
Create Order Guides according to client requirement.
Maintained and administered implemented instance of ServiceNow modules including Incident, Change, Problem, and service Catalog.
Writing Business Rules, Client Scripts, UI Policies and UI Actions to customize instance as per Business needs
Create and load catalog items and record producers.
Developed website using Java Servlets and REST Web services for credit card payment
Worked on latest release Rome which is advanced release and discovered ServiceNow upgrades
Worked on customizing user interface including forms, lists and created record producers for incident and change management in Helsinki and Istanbul version
Created various front-end forms, and associated Client Scripts, UI Policies, including advanced customizations that require modifications of UI Pages/Macros.
Build reports, gauges and home pages.
Helped customer realize business value from CA Clarity PPM tool. Designed and implemented PPM solutions for Project Management, Portfolio Management, Financial Management, Time Management,
Define processes to monitor and evaluate performance of key Portfolio components. Analyzing risks and benefits during "Phase Gate reviews"
Optimize and Balance Portfolio for performance and value delivery. Evaluate Trade-offs of Portfolio objectives- balancing of short-term goals against long-term goals.
Create and use update sets to move customization between systems.
Search, populate and customize knowledge base.
Involved in providing Implementation and production support for service Catalog, Asset Management, Knowledge Management modules.
Integrated Twilio with ServiceNow for Voice Alert Notification using REST API.
Handles incident resolution for ServiceNow instances and tenants including troubleshooting and patching.
Assisted in enforcement of development deadlines and schedules.
Managed users and groups access rights, business rules, global controls and scripting.
Configuration of Email Notification and Alerts to notify users about specific activities in system.
Developed operational requirements documentation and train operational staff to maintain solution.
Performed day-to-day LAN and WAN administration, maintenance and support.
Configured networks for smooth, reliable operation to meet business processes and objectives.
Identified and immediately resolved issues with network devices.
Backed up company data to distributed storage centers to avoid massive data loss.
Environment: ServiceNow Asset, change Management., CSS, HTML, Web Services, CMDB, MS SQL server, Angular, Web Services, File builder, ServiceNow Module Testing.
01/2012 to 03/2017Java ConsultantL&T Infotech | Torrance, CA,
Participated in performance analysis, design, development and testing.
Reviewed code and debugged errors to improve performance.
Determined coding requirements for specialized scripts.
Designed, developed and implemented software applications for website based on analyzed requirements and understanding of industry technical standards.
Customization of form, creating views and Sections to meet business needs.
Facilitating rollout of new modules and Templates.
Worked on Email Notifications.
Worked on assignment rules to automate process.
Created custom related lists according to business requirement.
Worked on Client side and Server side scripting according to client requirements.
Creating reports based on specific requirements and added it to homepage.
Creating Record producers, filters and Process flow bar.
Customization of Knowledge form, creating Topics and categories.
Creation of Users, groups and roles.
Customizing forms, lists, choices for custom applications based on requirement.
Creating reports and generate on daily basis.
Importing data into service-now by using import set.
Environment: ServiceNow, Incident Management, ITIL, SQL, Problem Management.
Education
Expected in 2009Master of Science | Computer Science And ProgrammingSardar Claire University, , GPA:
Expected in 2006Bachelor of Science | Computer ScienceSardar Claire University, , GujaratGPA:
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