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Click here or scroll down to respond to this candidateCandidate's Name
Email ID: EMAIL AVAILABLEMorrisville, NCPhone:PHONE NUMBER AVAILABLEServiceNow Certified System AdministratorServiceNow Certified Application DeveloperServiceNow Certified Implementation Specialist DiscoveryProfessional SummaryAbout 5 years of relevant experience in all phases of production support and software development life cycle processes. Extensive knowledge and experience in implementation and administration of ServiceNow.Experience with technical implementation of ServiceNow modules such as incident/Change/Problem/Knowledge, Asset Management, Service CatLog requests, Report, Gauges, Web Service Integration, and service portal.Extensive experience on Assignment rules, Data lookup Definitions, UI Actions, Business Rules, Client Scripts, UI Policies, UI Scripts, UI Pages, Script Includes, ACL's etcExpertise in administering ServiceNow modules with, Access Control Lists, Email notifications, Scheduling Reports, Roles, Groups, Defining SLAs, User Administration, Update Sets, Service Catalogs.Involved in Gathering information within the Platform and improved process and problem Management.Experienced in Configuring Email Notifications and Scripting Inbound Email activities using triggering conditions.Experience with integrating ServiceNow with external applications like Jira, Confluence, Active Directory and Ever Bridge.Experience working on Workspaces Like ITSM workspace, Service operations workspace, agent workspace and virtual agentConfigured and customised Agent Workspace, Virtual Agent as per the Business Requirements.Worked on creation of workflows, Flow Designer for Service Catalog items in ServiceNow.Created and maintained a centralized repository for automated test scripts, enabling easy test case management, version control, and seamless collaboration among cross-functional teams.Designed and executed performance tests within the ServiceNow framework, identifying bottlenecks and performance issues early in the development lifecycle, which contributed to an overall 20% improvement in application.Immense understanding in SDLC, Experience in Requirement Gathering, Scrum, Sprints, Sprint Planning, UAT, Creating Stories.Experience is CSM customer Service Management.Integrated ServiceNow With JIRA, okta DevOps Spokes.Experience with OMT .Experience with Integration SpokesHave experience working on portal like ESC / service portals.Experienced in overseeing the complete project lifecycle, from initiation and planning to execution, monitoring, and closure.Extensive Experience with upgrading versions/patch, upgrade monitor, upgrade plan, cloning and clone scripts with a proper documentation.Proficient in configuring ServiceNow to create custom event management workflows, ensuring efficient incident and problem resolution.Developed and maintained event correlation rules within ServiceNow to reduce alert noise, prioritize incidents, and enhance IT service reliability.Experienced in importing Users and groups using LDAP configuration & MID server configuration.Created and worked with various Transform maps to import data from various data sources and loaded data into ServiceNow.Configuring HRSD workflows, forms, and case management processes to align with organizational HR requirements.Experience in enable test, test Suites Automated Test Framework (ATF) on Non-Prod instancesCreated reports using Key Performance Indicator (KPIS) reports, Performance analytics and build custom PA dashboards.Gathered and conducted requirement analysis, Business analysis, Use-Case analysis, for Change management and Configuration management (CMDB) in both ServiceNow and CMDB.Extensively worked on Configuring Service portal by Designing pages using OOB widgets and Custom widgets.Technical SkillsITILITSM, ITIL, ServiceNow, CMS, CMDB, ITOM, ITBMScripting LanguagesJavaScript, PythonWeb technologiesHTML, CSS, XML, web ServicesSoftware MethodologiesSDLC, Waterfall, Agile, scrumDatabasesMySQL, Oracle.Operating SystemsWindows 95/98/NT/2000/XP, LINUX.MthodologiesAgile, SDLC, Waterfall, SCRUM.Client: Swift Inc, VA Aug 2022 Present Role: ServiceNow Developer / BACustomization and Maintenance of ITSM modules such as Incident, Change, Problem, Knowledge, Service Catalog.Development of Service catalog which includes creating catalog items to complex Order Guides with the Flow Designer configuration.Experience in talking to Stakeholders for requirement gathering and converting requirements in to Stories,Working closely with Project mangers to Alline with the Project deadlines and refine stores as per the Priority if the quarterly Goals and Weekly SprintsWorked on Agile Methodology and involved in Story board review with client Business teams in order to work on Stories. Created functional and technical specifications documents for various ServiceNow modules.Designing User Stories, Epics, Tasks for the Agent work space implementation end to end in ServiceNow.Experience working on at writing and updating user documentation and test cases by test caseSkilled in updating processes such as the IT Incident Management process and other Information Technology Service ManageCustomized the Virtual Agent to align with company branding and user expectations.Designed intuitive conversational flows and interactions within ServiceNow Virtual Agent, ensuring natural language understanding and effective user engagement.Hands on Experience with Integration Spoke Like Jira Okta and DevopsInstalled Service Operations Workspace ITSM Applications from ServiceNow Store.have redirect an agent to the Service Operations Workspace landing page, and Redirect an agent to the Service Operations Workspace landing page.To ensure that the right users have access to the Service Operations Workspace landing page.To display SLA information on an incident record page, you should configure SLA timer configuration mappings for incident timer configurations.Setting up Major Incident Management in Service Operations WorkspaceConfiguring Recommendation Framework in Service Operations WorkspaceConfiguring Recommended Actions for ITSM in Service Operations WorkspaceAdmin Center in Service Operations Workspace for ITSMCustomize the Service Operations Workspace for ITSM landing pageConfigure record creation from the new tab menu in Service Operations WorkspaceConfigure the inbox in Service Operations WorkspaceExperience in Customer Service Management integrating with change and Incident .Creating cases Escalation and Case handling WorkflowsExperience in Custom Workflow hand on experience in Creating custom Actions And Sub flows and FlowsCrafted user-friendly dialogs that guide users through complex processes and provide accurate responses.Integrated Virtual Agent with ServiceNow Knowledge Management, enabling the bot to access and provide relevant knowledge articles and solutions to users.Leveraged AI-driven search capabilities to enhance the accuracy of responses.Trained the Virtual Agent to recognize user intents and variations through machine learning models, continuously improving its ability to understand and address user queries.Iteratively refined training data to enhance the bots accuracy and relevance.Experience with implementation of ServiceNow's Threat Intelligence module, enhancing the organization's ability to proactively detect and respond to emerging threats.Responsible for ensuring that all user issues are addressed effectively with the highest degree of customer service.Provided proactive recommendations on ways to improve IT service delivery and IT-business alignment.Created Service Catalog templates for various use cases which are used for Catalog Admins to develop catalog items.Experience Working on ATF to automatically test Service request.Spearheaded the design and implementation of a comprehensive automated test framework for ServiceNow applications, resulting in a 40% reduction in manual testing efforts and a 25% increase in testing coverage.Developed data-driven testing methodologies to ensure robust coverage of various data scenarios and configurations, enhancing the accuracy and reliability of test results.Developed reusable test scripts using industry-standard to automate functional, integration, and regression tests within the ServiceNow environment.Collaborated closely with development teams to identify key test scenarios, establish testing requirements, and ensure that the automated test suite aligns with agile development processes.Configured Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, Workflows, and Notifications.Managed and coordinated activities during the overall ticket life cycle in Incident, change and Problem Management.Worked on automating the top and frequently used service requests.Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.Hands on experience with working with Discovery with Patterns and exploration phase.Experience Discovering the devices and populating them in CMDB using Discovery schedules.Experience working with HAM Module Populating the CMDB populating CIs and tracking the life cycle of Assets.Understanding on Concepts of SAM software Asset managementAdded Business Value through recommendations and proposing solutions to optimize some of the key business processes.Implemented various Assessment workflow for different teams for Auditing and Implemented Data Segregation by creating and Rule and Views.Leveraged ServiceNow orchestration and automation capabilities to streamline event response, reducing manual intervention and minimizing downtime.Integrated ServiceNow with various monitoring and alerting tools, enabling real-time event data ingestion and automatic incident creation.Led incident management efforts using ServiceNow, ensuring timely resolution of events, adherence to SLAs, and effective communication with stakeholders.Proficient in demand management processes, including project request intake, evaluation, and alignment with business goals.experience be a team player and communicate effectively with others both orally and in writingexperience gather technical requirement from end users and technical staffCapable of optimizing resource allocation to maximize efficiency and align project staffing with organizational priorities.Involved in gathering requirements related to controls required for Assessments.Build and support integrations with data sources other than ServiceNow DiscoveryExperience working with configuration and administration of MID servers if neededAdd/update/remove Discovery credentials.Create/update/remove Discovery ranges and schedulesMonitor CMDB health and resolve conflicts between data sources. Interpret Discovery logs and data to diagnose issues.Define identification and reconciliation rules.Create/update/remove identification and reconciliation rules.Created various Entity types, Entities by adding filter conditions.Designed and developed automation workflows using ServiceNow Orchestration to streamline IT processes, reduce manual effort, and improve efficiency.Integrated third-party tools and technologies to create seamless automation across various IT operations.Successfully implemented ServiceNow Discovery to map and maintain an accurate CMDB (Configuration Management Database), enabling better asset management and change tracking.Utilized Service Mapping to visualize application dependencies and create actionable insights for incident management and problem resolution.Engineered event processing and correlation rules to efficiently monitor IT infrastructure, proactively detect issues, and trigger appropriate notifications.Designed customized alerting and escalation procedures to ensure timely response and resolution of critical incidents.Successfully implemented the ServiceNow Employee Service Center(ESC), creating a centralized portal for employees to access HR services, information, and self-service options.Customized the Employee Service Center(ESC) to align with company branding and ensure an intuitive user experience.Created user-friendly forms in (ESC) and interfaces that guide employees through various Service requests.Integrated the Employee Service Center (ESC) with ServiceNow Knowledge Management, providing employees with access to relevant knowledge articles and resources to address common HR queries.Leveraged AI-driven search capabilities to enhance the accuracy of article recommendations on (ESC).Developed catalog items, request workflows, and approval processes to streamline service delivery.Designed automated workflows and approval processes within the Employee Service Center to optimize HR service delivery and minimize manual intervention.Orchestrated end-to-end HR processes by integrating the Employee Service Center with various HR and IT modules.Collaborated with cross-functional teams to implement best practices for incident and problem resolution, minimizing business impact.Developed custom scripts and integrations using JavaScript and ServiceNow APIs to extend platform capabilities and fulfill unique business requirements.Created automation scripts for routine tasks, reducing manual intervention and improving operational consistency.Utilization of Core HR functionalities within the HRSD module, covering employee records, HR case management, and HR processes.Implementing the HRSD module in ServiceNow, including any end-to-end implementations or upgrades.Demonstrated a strong aptitude for identifying complex IT issues, conducting root cause analysis, and implementing effective solutions to prevent recurrence.Experience in troubleshooting efforts for challenging incidents, collaborating with teams to resolve issues promptly and minimize downtime.Generated and distributed reports on application portfolio performance and health.Enhanced form layouts and UI elements for better usability.Extensive Knowledge Transfer to internal staff about ITSM applications and best coding standards in SNOW.Deployment checklist and test case document and workflow document preparation.Implemented data source, import sets, Transform Map.Experience in Web Services Integrations via REST and SOAP APIs and populated the data to target tables via Scheduled Jobs.Maintain and support Service Now operational functions and modules.Environment: Quebec, San Diego, Tokyo, Utah in ServiceNow Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, XML, HTML, AJAX,Client: Beach Body LLC, Santa Monica, CA Feb 2019 Aug 2022Role: ServiceNow Dev / BAAs a ServiceNow Consultant I am responsible for Configuring, Customizing and Integrating ServiceNow with External applications. Creating reports and Customizing dashboards according to the company needs.Roles and Responsibilities:Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in ServiceNow.Created Applications, Modules, tables, Columns as per the requirement specification in ServiceNow.Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.Experience in Developing Custom applications based on Customer needs on ServiceNow.Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.Creating Dashboards that enable multiple performance analytics, widgets.Worked with reporting in configuring Service Level `Agreements (SLA).Involved in integration with Workday.Involved in LDAP integration with ServiceNow for obtaining users and groups.Created Record Producers, Order Guides and Catalog Client Scripts and Workflows.Responsible in creating Knowledge base articles as per business requirements.Creating Knowledge Bases by category to specific group explicitly.Configured end-to-end process for Knowledge management and worked on the Knowledge Centered Support (KCS) plugin.Providing Access to right Knowledge Base articles category using user criteria.Responsible for integrating ServiceNow with Jira to create/update issues in Jira.Responsible for integrating ServiceNow with confluence to create/update pages in confluence.Involve in migration between various environments in Service Now using update sets and import sets.Successful in retrieving data from the database for analytics that could affect Incident /Problem.Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance.Created custom dashboards and reports within ServiceNow to provide real-time visibility into event trends, performance metrics, and KPIs for decision-makers.Implemented change management processes in ServiceNow to prevent incidents caused by uncontrolled changes and ensure smooth event transitions.Set up and managed SLAs within ServiceNow to track event response and resolution times, meeting or exceeding service level commitments.Collaborated with compliance teams to ensure ServiceNow configurations aligned with industry standards and regulatory requirements, resulting in successful audits.Collaborated with quality assurance teams to establish best practices for writing maintainable and efficient automated tests, resulting in a 15% decrease in test script maintenance efforts over time.Conducted regular test suite reviews and audits, identifying opportunities for optimization, enhancing test script reusability, and maintaining the overall health of the automated test framework.Provided training and mentorship to QA engineers on using the automated test framework effectively, enabling the team to rapidly adopt automation and contribute to higher testing standards.Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.Developed Transform maps to map values between Import Set and ServiceNow tables.Involved in cloning between various environments in ServiceNow.Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.Addressed user inquiries and issues related to application portfolio management.Proficient in creating custom reports and dashboards to monitor project and portfolio performance, facilitating data-driven decision-making.Developed custom reports and dashboards in ServiceNow for IT portfolio performance monitoring and decision-making.Customized form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management, and Service Catalog.Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation.Designing Technical Specs predevelopment and updated post Development. Developed the business logic based on the requirement.Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.Worked on Glide AJAX and Glide Records for scripting and UI actions.Worked on scheduling the report generation in ServiceNow as per the requirements.Coordinates Service Catalog options, including two-step checkout, cart controls, and variables.Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.Coordinates installation of Service Now upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements, or error correction.Environment: ServiceNow (New York, Orlando. Quebec, San Diego), Instance Patch Upgrades, Automated Test Framework (ATF), HTML, JavaScript, XML, ITSM Incident Management, Change Management, Workflows, Integration, Service Catalog, MID Servers, LDAP, Email Notifications, Agile.Education:Masters: Campbellsville University 2018Bachelors in Information technology 2014 |
