Servicenow Developer resume example

Day to Day and basic job duties/responsibilities

• Scrum calls , Story discussions and Sprint planning every week.
• Providing updates to day to day development activities.
• Bi-weekly Demo’s with client side officials to display and perform an end to end application walk through.
• Providing Update sets and batching update sets after each sprint.
• Technical Discussions with representatives and Developers from ServiceNow to find or architect a solution for business use cases.

ServiceNow Integrations (3+ implementations in this project)

• Development effort in scoped applications.
• Working with 3 sets of teams to align with the new scope of work in Agent workspace and servicenow legacy UI.
• Configuring and customizing Service Catalog items and leveraging flow designer to trigger requests.
• Configuring Business rules and Script include to work with REST messages after a service catalog is submitted.
• Working with various ITSM modules to check and validate the complete lifecycle of a Service request.
• Using Custom Hyperlink to send and receive data between multiple servicenow instances.
• Configured Catalog Client Scripts and enhanced functionality to existing UI policies, UI actions , Business Rules and Client scripts.(Basically, both server side and client side scripting).
• Using REST and SOAP module to perform successful test’s with 2+ legacy systems.

Agent Workspace

• Form Layouts and Form Design in Agent Workspace.
• Creating and Adding custom elements within the ITSM workspace and scoped Incident/Case applications.
• Enhanced existing client scripts and business rules in 3 different scoped applications within the workspace view.
• Configuring and customizing 3 very large end to end implementations.
• Transitioning Service Portal features/ui pages/service requests/ features to Agent Workspace.
• Leveraging complete Agent Workspace view to enable Portal side functionalities being available to staff/agents.
• Working with different roles associated with Agent workspace.
• Verifying Identity and making sure the verified identity is captured in the right data table on the back end is the first implementation using Agent workspace.
• Sending and Receiving data between multiple systems when a UI action is clicked on a form in Agent Workspace.
• Having an Interface built for the Agent to submit a request and wait on the same screen to get response from the 3rd party system.
• Uploading and Downloading documents within the agent workspace which in turn trigger an API out to a external legacy system.

Flow Designer

Flows and Flow Actions

• Transitioned 4+ already existing business rules, client scripts or any smaller end to end implementations into Flow Designer.
• Configured more than 6+ flow’s and flow actions.
• Used Sub Flows with large flows in order to reduce the load and also keep things easier for understanding.
• Translated business requirements into functional specifications on day to day basis which align with Flow Designer features.
• Used Flow triggers within flow actions to set up payloads , establish connection and handle errors.
• Utilized REST Script step to set up the complete authentication and end points within the flow action.
• Leveraged “Connection and Credential Aliases” module to configure legacy system api specs.
• Leveraged Retry policy module to specifically determine how many times an API call has to be made before resulting in complete failure.
• Built Payload from scratch using script block and also OOB payload builder block.
• Error handling done using script block to differentiate and perform numerous activities depending on the response code received from legacy systems.
• Integrating with various third party applications using REST, SOAP and configuring custom API's.

Introduction

* Migrating/ Transitioning existing legacy system functionalities and business use cases to ServiceNow.

* A lot fo development effort was put into this project since the client expected their existing system to be transitioned into ServiceNow.

* Much more is not captured below and ill be happy to explain in detail when asked.

Day to Day and basic job duties/responsibilities

• Daily Scrum calls, client engagement meetings, story discussion and HLD review with business owners.
• Bi-weekly Demo’s with client side officials to display and perform an end to end application walk through.
• Weekly ServiceNow Training sessions to transfer knowledge and to find a solution for any on going issues with new onboarded developers.
• Communicating with 3 other teams to understand and mitigate any risks with cross scoped development features.
• On call and On demand Issue handling from Production Environment.
• Handling all Severity 1 and 2 incidents raised from the Prod team.
• Responsible for migrating all development effort of the complete team to UAT and UAT2 instance for two teams to test.
• Collaborate with Offshore team and assign them tasks in case resource allocation has reached its maximum peak with current team.
• Technical Discussions with representatives and Developers from ServiceNow to find or architect a solution for business use cases.

ServiceNow Integrations (35+ implementations in this project)

• Setting up basic branding in DEV and TEST environments.
• Scoping Applications in ITSM application modules.
• Scoping Application in Case Management.
• Configuring Business rules and Script include to work with REST messages.
• Using REST and SOAP module to perform successful test’s with 15+ legacy systems. A successful test is only possible when a response code of 200 or 201 is returned from the legacy system.
• Creating and maintaining dummy payloads which resulted in a successful response.
• Integrated with various legacy systems using Flow Designers (Integration HUB, Utilized Existing Spokes and also created various custom spokes) Inbound Email actions, Scripted Web Services, Used Business Rules and Script Includes.

Agent Workspace

• Form Layouts and Form Design in Agent Workspace.
• Creating and Adding custom elements within the ITSM workspace and scoped Incident/Case applications.
• Creating Tabs aka sections on incident and case forms within the scoped and global applications.
• Configured and Customized end to end integration’s within the Agent workspace.
• Provided ability to agents to submit a request and also view response’s within the same agent workspace view.
• Utilized Flow Designer and Flow Actions to be called from UI actions in Agent workspace.
• Configured a custom modal/ui page for agent to view the results in a Tabular form.
• Leveraged “Workspace Form Button”, “Workspace Form Menu” and “Workspace Client Script” in UI actions.
• Created various UI actions which directly call Flow Actions and in some cases Flows.
• Configured UI Actions to handle end to end integrations which also include error handling for failure or error response codes.
• Configure and Design form in ITSM Workspace.
• Working with Flow Designer and Integration HUB to perform end to end integration with multiple legacy environments.

Flow Designer

Flows and Flow Actions

• Transitioned 20+ already existing business rules, client scripts or any smaller end to end implementations into Flow Designer.
• Performed activities to help educate and transfer knowledge to existing and new ServiceNow dev’s about Flow Designer and its features.
• Configured more than 40 flow’s and flow actions.
• Added many flow actions to newly created flows and also existing flows.
• Used Sub Flows with large flows in order to reduce the load and also keep things easier for understanding.
• Configuring custom flows from scratch and also to send and receive data between multiple systems.
• Translated business requirements into functional specifications on day to day basis which align with Flow Designer features.
• Knowledge transfer to Business owners in how the flow designer works and performs.
• Most vividly used Flow triggers have mentioned below.

a) Created

b) Updated

c) Created or Updated - Records

d) REST API

e) Inbound Email

f) Service Catalog

• Widely used Custom/OOB Flow Action’s and performed development activities in 85% of all Flow Logics provided within the Flow Designer.
• Created Inputs and also made sure existing inputs are defined within the flow action.
• The above statement refers to flowing the data from a Flow to a Flow action and utilizing the data elements.
• Leveraged the following blocks

a) ServiceNow Data

b) Utilities

c) Integrations

• Utilized REST Script step to set up the complete authentication and end points within the flow action.
• Leveraged “Connection and Credential Aliases” module to configure legacy system api specs.
• Leveraged Retry policy module to specifically determine how many times an API call has to be made before resulting in complete failure.
• Built Payload from scratch using script block and also OOB payload builder block.
• Error handling done using script block to differentiate and perform numerous activities depending on the response code received from legacy systems.
• Implemented unit and integration testing protocols to consistently deliver high quality, functional features with minimal defects.
• Conducted full life-cycle software development in multiple software environments.
• Transitioning business into ServiceNow from exiting systems.
• Integrating with various third party applications using REST, SOAP and configuring custom API's.
• Following best practices to implement various modules under ITOM.
• Writing custom scripts to populate comments, update fields after a successful api call.
• Simultaneously, performing "Create" and "Update" functionalities after an API call.
• Many more development activities have been performed within 1 single scope, multiple scopes and also cross scoped scripting challenges.

ITOM - Event Management

• Setting up Event management to align with business needs and generating right events that trigger an api to a third party consumer.
• Day to Day updates to the process owner in order to stay a step ahead of requirements.
• Working with Flow Designer to leverage OOB alert, Incident and Pro Active case creation from an Event sent to ServiceNow from an external source.
• Configured 8+ flows which route the event created in ServiceNow to create an incident, create a change , create a case in a scoped application and create incident tasks.
• All the above use cases have their own unique business requirements and their own specific filters.
• Assignment of Configuration Items and Assignment groups was also added using custom scripts for each step in the flow.
  

• Resolved business owner issues by configuring enhancements for ongoing modules and by debugging and creating defect fixes.
• Working with Change Management workflow from scratch ad building out the framework as needed.
• Creating multiple change requests (Standard, Emergency and Normal) in Production, QA and UAT instances in order to test the configuration.
• Created Automated integration between Two ServiceNOw instances to create change requests and update change requests automatically.
• Assess all types of change requests and high/medium priority incidents in Production ServiceNow Instance to see if the functionality configured is flowing through the business lifecycle.
• Runs various reports and also configure service level agreements (SLAs) (Task SLA's ,SLA Definitions to create SLA records) in ServiceNow and also monitor all the SLA workflows.
• Worked directly with the Business Owners to educate and also create multiple SLA's in order to escalate and also use the timeline effectively.
• Established integration between multiple servicenow instances to send and receive change/incident tickets.
• Identified areas of applications for regression testing following software updates, system changes or functionality changes to avoid unnecessary downtime and recoding.
• Coordinated ongoing incidents/requests for enhancements and bug fixes.
• Developed new scripts in order to align with on going functionality within Release Management application.
• Perform system and application configuration and management. Provide level 2 business support of tickets assigned to the ServiceNow team
• Documented all technical architectures that could be understood and used to develop code and unit test them in QA instance.
• Help in developing ITSM roadmap and configuring OLA's that can assign the request to the proper fulfillment group.
• Analyze and suggest upcoming ITSM technologies.
• Configured and performed enhancements to ongoing Release management module and presented the complete lifecycle to the business owner.

Extensive development in Service Now platform including creation and customization of internal/external Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
*API Projects

* Integrating ServiceNow with Tripwire IP360 - Vulnerability Management
* The projects key aspect was to integrate Tripwire IP360 with ServiceNow. An End to End implementation involving versions of Geneva and Helsinki in ServiceNow.
* Tracking Vulnerabilities and their respective tickets using the Vulnerability module in ServiceNow. *Worked extensively with the client on the following integration methods and services
* SCCM Integration
* Scripted WEB Services
a) Scripted REST API's
b) SOAP
c) Scripted SOAP Services
d) Outbound SOAP Messages
e) Scripted SOAP API's
* New Hire Logistics / Onboarding/ Offloading - Using Order guide
* Cloud Management - Azure and AWS
* Powershell, Python and XML
* Inbound email integration using "Inbound Actions" - ServiceNow.
* Created scripted web services which are used in setting up a robust process for integrating ServiceNow with various Procurement Tool's.
* Also has in-depth knowledge about Direct Web ServiceAPI of Service now, SOAP and WSDL.
* Extensively worked with REST GET and POST using basic HTTP Authentication.

* Problem Management - Problem Relationships
Base System Setup and ServiceNow Modules
* Rebranding: Configured theme/colours/branding for process UI and mobile UI.
* Base CMDB Setup - Configuration of CMDB application features, modules, forms, lists, related lists, and reports.
CI Data Imports: Data sources, CI classes, export files, data mapping, one-time import or scheduled import, schedules.
SCCM: SCCM environment, credentials, Computer / Software installed data mapping, sync schedule. Service Portfolio Management: Configured Service Portfolio features, modules, forms, lists, related lists, and reports.

• 11/2015 - 10/2016 USAA

San Antonio, TX

ServiceNow Platform, AD Integration: Platform, environments, security, properties, email, AD user/group integration.
Request management / Service Catalog :
Set up Request Management features - Service Catalog, Catalog Items, Record Producers, modules, forms, lists, related lists.

Incident Management: Configured Incident Management features - modules, forms, lists, related lists. Knowledge Management: Configured Knowledge Management features - modules, forms, lists, related lists, workflow's, Knowledge Bases.
Install and configure the Project Management application: Configured base Project and Project Task application, modules, lists, forms, related lists, and reports/dashboards.Created standard templates for new Projects.

ServiceNow Mobile Application :
* Designed Mobile Application
* Configured Mobile Application home page, sections, modules, navigator: Set up Mobile pages, modules, and navigator menu.
* Configured Service Catalog for mobile application features: Update Catalog Categories, Catalog Items, and Record Producers for mobile use.
* Configured Mobile Application theme, images, colours: Set up Mobile Theme to align with branding standards for internal app's.
* Configured push notifications for mobile features - Approvals, Time Card Approvals, Critical Incidents.
* Created Password Reset feature for mobile app use - Catalog item, workflow, orchestration. Project Portfolio Management
* Configured Enhancement Request for Demands
* Setup Enhancement Request record producer in Self Service to generate Demands in new PPM process flows. This was a small project associated with only Enhancements and Demands.
* Created "Enhancement request" through Record producer and adjusting data elements for PPM.
* Mapping the associated Service request values to the demand form with attachments.
* Create Key reports for Enhancements requests.
* Access to specific user criteria to access Enhancements and demands.
Other Key Responsibilities:
* Data synchronization
* Testing and deployment
* Cross-functional teamwork
* Advanced computer programming
* Project documentation
* JIRA
* Stakeholder management
* Strong decision-making
* ServiceNow Agile Development App
* ServiceNow Release Management
* Requirements gathering, Discovery sessions and daily standup's.
* Worked simultaneously for multiple clients and can handle any task extensively.

• Worked in an Agile/Scrum methodology environment.
• Implemented ServiceNow integration with JIRA using REST API.
• Configured the integration with JIRA so that a successful handshake is completed between the two platforms.
• Once the handshake is complete , we were creating issues in Jira when an incident is created and assigned to a JIRA group(Created in SNOW) in servicenow.
• JIRA integration can be implemented with SOAP API too.
• Indulged in development in Client computing (Service Catalog) and Asset management teams.
• Workflow management: Created Workflows, Sub flows and Tables both on Eureka, Fuji, Geneva and Helsinki.
• Knowledge in ServiceNow customization and code less workflow development using ServiceNow Workflow Editor.
• Redesigned workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Managing Email notifications through Tables and Workflows.
• Advanced Schedule jobs and Business rule creation.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created Catalog Requests and record producers.
• Created custom applications in service catalog in Fuji and Geneva Versions.
• Developed workflows according to the business needs for Service catalog and Asset management techniques.
• Also involved in driving various emails and escalating to the appropriate managers depending upon the business rules of the applications.
• Used JavaScript to query, build and customize pages.
• Working on different kinds of variables and variable sets.
• Designed many email templates by using html and used them in notifications in Eureka, Fuji, Geneva and Helsinki versions.
• Environment: ServiceNow, Fuji, Geneva version, Workflows, JavaScript, Sub flows.

• Indulged in update set tracking and export/import both in FUJI and Eureka versions.
• Worked in a team of 4 to integrate service now with DocuSign and Kenexa.
• Workflow management Created Workflows, Sub flows and Tables both on Fuji and Eureka.
• Managed inbound and outbound notifications in Fuji and Eureka.
• Managing Email notifications through Tables and Workflows.
• Advanced Schedule jobs and Business rule creation.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created and managed SLA definitions for deferent Service Groups.
• Created Catalog Requests and record producers.
• Actively Involved in End User Portal design, and also the ongoing support and maintenance using CMS application Service Now.
• Worked on the Dynamic content page for the overall project.
• Content Management in this case was the primary focus on service now (Fuji and Eureka).
• Created Business rules supporting various email, notifications and also tables.
• Unit testing for all the use cases and Functional requirements put forward for the project in Fuji and Eureka.
• Created some UI screens using HTML and JavaScript, jQuery, CSS.
• Exporting and Importing tables, workflows, update sets data from one instance to the other.
• Created roles, views and user groups pertaining to the use cases.
• (Fuji and Eureka).
• Worked on establishing Links to knowledge-based articles on Fuji and Eureka.
• Wrote Jelly Scripts for all the notifications, Content Management and also business rules.
• Environment: ServiceNow, Fuji, Eureka version, Portal Design, Workflows, JavaScript, Sub flows, DocuSign and Kenexa.

Title: TARGET ESTIMATION USING KALMAN AND EXTENDED KALMAN FILTER

Client: D.R.D.L (Defense Research Development and Laboratory)

Duration: 4 Months

Team Size: 3

Description: The project was to estimate a target with the help of Kalman filter and also extended Kalman filter. We estimated optimally the system state from the measurements.

Title: SMS – Electrical Apparatus Control in Home

Source: Sai Procorp Technologies

Duration: 3 months

Team Size: 3

Description: Project was to design and understand the working model of an SMS based control of Home appliances in all diversified conditions starting from the basics of Transmission and receiving.

Role:

• To design a receiver model to receive a message from the transmitter.

Title: Face Matching System

Duration: 2 months

Team Size: 3

Description: Project was to design a Face Matching System using Matlab.

Role:

• To write the loop-based procedures to

Load the test face image

Face image from the database (one image at a time).

• Size the two images to have the same number of rows, columns and color planes

• Developing the matching algorithm to identify the best match of the test image to an image in the database.

• Testing the algorithm with test faces on small (up to 10 images) and large (up to 50 images) databases

Title: Transmitter sub-system Design

Duration: 2 months

Team Size: 2

Description: Project was to design a Transmitter and receiver sub-system.

Role:

• To take a wave input into the transmitter.

• Implementing 3-bit quantization including Amplitude modulation