Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
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.
  • ITSM Products: ServiceNow, BMC, RCA Service Manager, SCCM, CASPER, ADDM, AIRWATCH etc.
  • Databases: Oracle, SQL Server.
  • Platforms: Windows
  • Languages: PowerShell, JavaScript, Angular, Java, HTML5, CSS.
  • Tools: Servicenow Incident, Change, Problem, Asset, SLM , Servicenow Administrator, Developer Studio, Crystal Reports, Servicenow Migrator, Servicenow Dashboards, BMC Atrium, BMC Service Request Management 7.6, BMC ADDM.
Work History
01/2020 to Current ServiceNow Developer/Administrator Asrc 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 01/2020 ServiceNow Administrator Agreeya 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 03/2017 Java Consultant L&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.

Expected in 2009 Master of Science | Computer Science And Programming Sardar Claire University, , GPA:
Expected in 2006 Bachelor of Science | Computer Science Sardar Claire University, , Gujarat GPA:

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