| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name EVIServiceNow Developer/AdministratorPHONE NUMBER AVAILABLESUMMARY:A Qualified IT professional with extensive years of experience in ServiceNow platform both as Developer and Admin with 9 years of experience working for US companies conducting internal risk assessments and/or compliance reviews.Implemented ServiceNow applications and associated modules that include Service Desk, Change Management, Incident Management, Problems Management, Knowledge Management, Discovery, Orchestration, and Workflows.Utilized SDLC (Now Agile) Application within SNOW to architect and implement ITIL strategy related to Demand and Release Management.Practical experience and in-depth understanding of ITSM, ITOM, ITAM, SAMpro, HRSD, CSM, FSM, CMDB, Discovery, & GRC modulesSuccessfully implemented and configured the ITAM module within ServiceNow, enabling comprehensive tracking and management of IT assets throughout their lifecycle.Integrated ITAM with other ServiceNow modules such as Incident, Problem, and Change Management to provide a seamless asset management process and Experience in ITAM asset management modules and how the information flow between ITAM and SAM in the ServiceNow.Performed maintenance and support of ServiceNow operational and administrational functions. Expert understanding of ServiceNow reporting application and associated modules.Successfully managed multiple concurrent projects with meticulous budget forecasting and workforce projections developed through data analysis, predetermined operational and capital budget metrics and logistical capabilities of service providers.Extensive with Business Rules (Before, After Async and Display Business Rules), UI Actions, UI Policies, Client Scripts, Scripting in ServiceNow.Consistently provided seamless execution of all process improvement and change management-related activities across the organization by applying process improvement, change management methodologies, communication planning, organizational readiness assessment and stakeholder analyses.Consistently demonstrated very strong analytical skills through understanding of underlying assumptions while conveying findings and recommendations to C-level executives in the form of verbal presentations, written reports and/or Power Point presentations.Experience and understanding in implementing and customizing the Service Operations Workspace in ServiceNow. Integrated the workspace with ITSM processes. Developed automation scripts to improve efficiency.Experience in ServiceNow HRSD Development and Configuration, workflows, and Technical Design and Solutions. Worked with HR teams to understand needs and tailor HRSD features accordingly.Implemented and configured ServiceNow HR Service Delivery (HRSD) module to streamline HR processes and enhance employee experience and customized HR case management workflows, including onboarding and off boarding processes, to align with organizational needs and compliance standards.Dedicated Customer Service Manager (CSM) adept at leading teams to deliver exceptional service, implementing effective policies, and resolving issues to drive customer satisfaction and retention.Designed and developed custom CSM workflows to automate case management, incident handling, and customer.Inquiries, resulting in improved response times and customer satisfaction.Experience and understanding of the prerequisites required for SAMPro implementation, SAMPro plugins and how they are activated and SAMPro tables and SAMPro roles and software asset management jobs.Experience and clear understanding about Software Reconciliation, License workbench, SaaS License Management, Software Spend detection.Experience in configured Field Service Management (FSM) modules within ServiceNow and implementation of Enterprise Asset Management (EAM) systems within ServiceNowAbility to lead large, cross-functional teams to achieve business goals and results.Excellent knowledge of hand-coded HTML, CSS, JavaScript, DOM, JavaScript/UI libraries and their use in implementing AJAX solutions.Experience in working with the workflows using ServiceNow workflow editor.Experience with industry standard methodologies like Waterfall and Rational Unified Process (RUP) to develop client-server and web-based applications.Experience in configuration of CMDB (Configuration Management), Asset management and user of Discovery and MID-Server installation in ServiceNow. Experience implementing ServiceNow ITOM, with focus on Discovery and Service Mapping applications.Capable of learning quickly and delivering solutions as an individual and as part of a team, Self-motivated Team player with excellent interpersonal and communication skills.Strong communication skills, with the ability to convey concepts/requirements between technical and non-technical stakeholders.SkillsServiceNow, ITIL, SSO, LDAP, SOAP, SNOW, REST GET, ITBM, ITOM, POST, HTTP, HRSD, ITAM, CMDB, ITSM, SAMPro, HTML, CSS, JavaScript, DOM, SDLC & CSM,FSMCertificationsServiceNow CSA & CADVisa StatusUS CitizenLocationPennsylvaniaEducation: BSc, India.PROFESSIONAL EXPERIENCE:Fannie Mae, Washington, DC Nov 2022 PresentSenior ServiceNow Developer / AdministratorResponsibilities:Designed, Developed, Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.Created reports, Workflows, data imports for Incident, Problem, Service Request and Change ServiceNow modules.Designed and Implemented ITAM processes, configured custom notifications and dashboards, and integrated with tools like JAMF, Elk, and Flexera.Setting up Change Management along with Advanced Risk Assessment Calculator.Integrating ServiceNow with third party tools and Domain separations for the external users to raise incidents in SNOW.Managed Hardware Asset Management (HAM) solutions, customizing the ITAM module, and integrating with tools like Efecte, NeXT Think, Flexera, Infoblox, and JAMF.Configured Event Management (ITOM) by configuring Connector Instances and Connector DefinitionsInvolved in development of requirement integration components (SSO, LDAP, and SOAP).Enhancing ServiceNow Performance Analytics in delivering out-of-box services.Designed and created PA reports, updating the OOB indicator which includes service management operations, service strategy, Human resources management.Adding fields to the metrics capture of service now performance analytics, and also creating roles and groups using dashboards, analytics, time charts.Implementing intensive manual reporting within the base ServiceNow system, in bringing the best product for current and future analytics.Updating visualizations of performance across teams and organizations, and also in establishing service delivery.Design, Develop, integrated (REST/SOAP) in Service now platform with in -depth knowledge, Scoped in Applications creations/managements, Modules like ITSM, ITOM, ITBM, SecOps, HR.Creating LAN password Reset and Integrating with other Servers using Orchestration.Managed a team of customer service representatives to ensure efficient and effective handling of customer inquiries and issues.Developed and implemented customer service policies and procedures to improve overall customer satisfaction and retention rates.Trained and coached customer service staff on best practices for handling various types of customer interactions, including phone calls, emails, and live chats.Analyzed customer service metrics and feedback to identify areas for improvement and implement strategies to address them.Collaborated with other departments, such as sales and product development, to resolve complex customer issues and enhance the overall customer experience.Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.Designed and developed ServiceNow platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch/release management issues, Build reports, gauges, and home pages.Create and use update sets to move customizations between systems.Worked on Search, Populate, and customize the knowledge base.Writing Business Rules, Client scripts, Server-Side Scripts, UI Policies and UI Actions to customize the instance as per business needs.Designed, developed and Implemented ServiceNow ITOM Discovery, CMDB, Performance Analytics, and ITSMDeveloped operational requirements documentation and trained operational staff to maintain solution.Configuration of Email Notification and Alerts to notify users about specific activities in the system.Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.Business Process Optimization: Conducted comprehensive analysis and redesign of business processes, resulting in a 25% increase in operational efficiency.Stakeholder Engagement: Collaborated with stakeholders to gather and document business requirements, ensuring alignment between business goals and technical solutions.Change Management: Developed and executed change management plans, providing training and support to end-users to ensure smooth adoption of new processes.Implemented Automated Test Framework (ATF): Developed and executed test plans using ATF to automate testing processes, ensuring the quality and reliability of ServiceNow applications.Designed Test Cases: Created comprehensive test cases and test suites to cover various ServiceNow functionalities, including incident management, change management, and service catalog.Test Execution and Validation: Conducted automated tests using ATF to validate functionality, integrations, and performance of ServiceNow modules, reducing manual testing efforts by 50%.Regression Testing: Utilized ATF for regression testing during platform upgrades and deployments, identifying and resolving issues before they impacted production.Project Management: Managed end-to-end project lifecycle for process improvement initiatives, utilizing project management tools to track progress and ensure timely delivery.Data Analysis and Reporting: Performed data analysis to inform process improvement strategies and created detailed reports and dashboards to present findings to stakeholders.Meta, Menlo, Park, CA Mar 2020 Nov 2022ServiceNow Developer / AdministratorResponsibilities: -Performed configurations and customizations of ServiceNow applications like, Service Catalog, Incident and Change. Involved in working and developing ServiceNow Plugins and customizations.Customized Incident, Problem and Change forms of ServiceNow using UI Policies and Client Scripts.Implemented a Call Scheduling plugin and created Rota and rosters by the schedules provided by each operating support group.Implemented and configured ServiceNow HR Service Delivery (HRSD) module to streamline HR processes and enhance employee experience.Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.Customized HR case management workflows, including onboarding and offboarding processes, to align with organizational needs and compliance standards.Provided user training and support to HR teams for the successful adoption of ServiceNow HRSD platform, resulting in increased efficiency and employee satisfaction.Configuration of Email Notifications and develop mail content using mail scripts.Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.Implement and configure the new ITSM platform ServiceNow.Created various workflows for Incident Management, Change Management, Service Requests and SLAs. Set up the SLA for the various ITIL processes as per the requirement. Involved in redesigning the workflows using ServiceNow workflow editor.Data Migration from REMEDY ITSM to ServiceNow ITSM.Managed asset data within ServiceNow, including asset attributes, ownership, and status updates, ensuring accurate and reliable asset information.Developed and maintained asset data import and transformation processes to integrate data from external sources.Designing and implementing ITAM solutions, ITAM Process Optimization, Identified and implemented process improvements to streamline asset management workflows, enhancing efficiency and reducing operational costs.Conducted training sessions for end-users and stakeholders on ITAM best practices and system usage.Responsible for end-to-end implementation of CSM Module for enhancement for clients requirement.Designed and implemented and optimized Customer Service Management (CSM) processes within ServiceNow, enhancing customer interactions, case resolution efficiency, and overall service delivery.Customized ServiceNow CSM modules, including Case Management, Account Management, and Customer Portal, to meet specific business requirements and improve user experience.Integrated ServiceNow CSM with third-party applications such as Salesforce and Azure, using REST APIs and SOAP web services, to ensure seamless data flow and enhance customer support capabilities.Developed and maintained automated workflows and business rules within ServiceNow CSM to streamline case management processes, reducing resolution times and improving customer satisfaction.Worked on ServiceNow GRC to identify and manage risks in a single register.Designed, developed and managed the ServiceNow GRC module to streamline compliance processes and enhance risk management for the organization.Developed and maintained GRC dashboards to monitor compliance status and risk exposure, providing real-time insights to senior leadership.Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs of ServiceNow Governance Program. - Handled escalated customer complaints and worked towards satisfactory resolutions in a timely manner.Conducted regular performance evaluations and provided constructive feedback to team members to foster professional growth and development.Utilize customer relationship management (CRM) software to track customer interactions, gather feedback, and maintain accurate customer records.Stayed updated on industry trends and best practices in customer service to continuously improve service delivery and stay ahead of competitors.Acted as a liaison between customers and internal teams to relay feedback, communicate product/service updates, and advocate for customer needs within the organizationWorked for customer service management and integration with third parties of changes as per the Change Advisory Board requirements as part of the Change Management Process Improvement.Created some modules by providing the link type URL which helps to navigate to other sites from ServiceNow itself.Created, Modified and merged various Update sets to deploy them into the other instances.Several modules were role protected so that the visibility of the modules is skinned down for the users based on their need of the modules.Involved in developing the same Application for the Tablet users and for the Mobile users too.Florida Blue, Jacksonville, FL Feb 2017 Feb 2020ServiceNow DeveloperResponsibilities:Worked on workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.Developed various scripting APIs present in ServiceNow platform, Service Catalog and Request Workflow Design and Configuration.Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.Perform Major enhancements requests to the clients ServiceNow instances, including changes to the user interface system properties, foundation content, and modifications to existing workflow.Uses Software Asset Management (SAM) to systematically track, evaluate and manage software licenses and software usage.Create and implement upgrade strategies for the current environment with specific attention to Microsoft SCCM.Assisted ITAM staff to understand the risks of noncompliance and be able to quantify and effectively communicate these to executive management teams with the aim of preventing situations that might compromise compliance.Designed email templates by using HTML and jelly scripting and used them in notifications.Developed workflows and customizing the applications in ServiceNow using Java script, AJAX, HTML.Configured SAML 2.0 Single Sign-on authentication, OKTA Single Sign-on authentication.Implemented and configured Okta for Single Sign-On (SSO) across multiple enterprise applications, enhancing user access security and streamlining authentication processes.Integrated Okta with ServiceNow for user provisioning and de-provisioning, ensuring seamless user management and improved security controls.Managed and maintained VMware vSphere environments, including ESXi hosts and vCenter Server, to ensure optimal performance, high availability, and disaster recovery capabilities.Deployed and configured virtual machines (VMs) using VMware vSphere and vRealize Automation, automating workflows to enhance operational efficiency and reduce deployment times.Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.Provide training on ServiceNow process, operations and capability to all required teams.Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLAs.Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.Designed and developed various modules of Service Now like Incident management, change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.Developed various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.ADP, NJ Jan 2015 Feb 2017Production Support EngineerResponsibilities: -Providing On call support for highly critical issues outside the office hours.Bug fixing of Service Manager and Asset Manager different versions.Setting up customer system on our lab systems.Most of the work involved exploring the code and understanding the logic in the customer environment.Used to interpret exceptional (boundary) cases and handled them appropriately.Participated in post-incident Problem management processes to identify the root causes of issues, and then develop plans to remediate issues.Developed moderately sophisticated database queries to extract data from various tools, filter and transform the data and visualize data for reports and presentations.Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server. |
