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Email: EMAIL AVAILABLE Mobile NO: - PHONE NUMBER AVAILABLESr.Service Now DeveloperProfessional summary: Over 11 years of experience as an IT Professional in IT Service Management (ITSM), Service Now Developer and Administrator with extensive experience on technical implementation of various ServiceNow ITSM and ITOM Modules. Extensive experience implementing Configuration Management Database (CMDB) using Service Now Discovery, and the related Asset Management. Excellent hands-on Configuration and customization of modules Change/Incident/Problem Management Modules including Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements and also scripting it. Configuration Management: setting up Configuration Management from scratch defining the CI classes and their relationships. Used JDBC and ODBC of Data Sources for setting up the configuration database in ServiceNow. Experience in Implementing Single Sign On (SSO) using SAML 2.0 with Windows Active Directory and LDAP. Expertise in administering ServiceNow modules with Access Control Lists, Email notifications, Scheduling Reports, Roles, Groups, Defining SLA s, User Administration, Update Sets, Service Catalogs. Immense understanding in SDLC, Experience in Requirement Gathering, Scrum, Sprints, Sprint Planning, UAT, Creating Stories. Experience in Client Script/Calling server-side code using Glide Ajax in Client Script. Experience in Server Script (Business Rules/Script Include/Service Catalog) and good understanding of Server/Client API. Expertise in utilizing REST/SOAP API integration calls. Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and mulch-tasked environment.Technical skills:SpecialtiesServiceNow.DatabaseMS Access, MS SQL Server, CMDB.
Scripting LanguagesJavaScript and Jelly Script, XML, CSS & HTML.
PlatformsMS Windows HP UNIX (UNIX Shell Scripting) OS/390, MVS, Domain Experience: Finance, Telecommunication.MethodologiesAgile, RUP, SDLC, Waterfall, Scrum, Six Sigma, CMMI.Other SkillsRequirements Gathering & Management, Application design, development and Database Design, Application Migration.Professional Experience:
Client: Sollis Health, San Francisco, CA
Mar 2023 - PresentRole: Senior Service Now DeveloperProject Description: The Telemedicine Platform project aimed to revolutionize healthcare accessibility by creating a comprehensive telehealth solution. The platform facilitated remote consultations, video calls, and secure sharing of medical records, providing a seamless and secure virtual healthcare experience. Integrated video conferencing features, enabling high-quality and secure real-time consultations between healthcare providers and patients. Developed a secure user authentication and authorization system to protect patient information and control access to sensitive data. Integrated the telemedicine platform with existing Electronic Health Records (EHR) systems to provide healthcare providers with a comprehensive view of patient history during virtual consultations. Implemented analytics features to track and analyze usage patterns, helping healthcare providers optimize their virtual practice and improve patient outcomes. The Telemedicine Platform successfully provided a secure, user-friendly, and scalable solution for remote healthcare services. The platform received positive feedback from healthcare professionals and patients alike, contributing to improved healthcare accessibility and patient care.Responsibilities: Was responsible for the development and implementation of software projects on the ServiceNow platform while aligning to best practices established by the internal development team.
Built and configured ServiceNow from reviewing gathered requirements, writing implementation plans, to coding and execution of those plans. Built and configured Service Catalog Items for Onboarding/Retiring Business Application and Business Services within APM/CMDB. Built and configured Service Catalog to have Order Guides to request provisioning of Cloud Management/Service Offerings and populate required APM/CMDB tables. Leveraged Orchestration and Request Workflow to execute PowerShell, bash scripts or REST based APIs to automate infrastructure-based requests. Written script includes and invokes them in Business rules and Client scripts Imported many CI s using import set tables. Configured Applications using Service-Now tool using ITIL management. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large scale Service Now implementations.
Developed client scripts, UI Policies, Script Includes, business Rules across the application as per the requirement. Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management. Partnered with infrastructure, ServiceNow, APM, Discovery and CMDB platform administrators to design and develop required functionality. Created a whole different workflow and ACL for the change management process and elevated roles for the change manager. Developed Service Catalog that includes creating items, work flows, Catalog Client scripts and giving it an enhanced view using the Service Portal. Configuration of Email Notification and Alerts to notify users about specific activities in the system. Created and modified Update Sets to transfer data from one Service Now instance to another instance. Refine and manage release management best practices (Update Sets, Information Sets, Cloning, naming conventions, etc.) for customizations and upgrades to the platform and applications. Worked on many Server-Side Scripts, Client side Scripting, UI Actions and several business rules. Involved in consuming Restful web service, publishing SOAP web Service, using Business Rules, Script Includes, UI Actions and other ServiceNow scripting modules to support data synchronization and business logic. Involved in daily, weekly, and monthly meetings with client on the work progress and discussions on the upcoming work. Environment: Service Catalog, Service Portal, Service Now Discovery, Service Mapping, Madrid.Client: Aldi, Dallas, Texas
May 2021 Feb 2023Role: Senior ServiceNow DeveloperProject Description: In Product Management Services project, effective management of the product catalog is essential for the success of the online store. A product management service plays a vital role in ensuring this success by handling various aspects of product management. These include organizing the product catalog by creating logical categories, subcategories, and attributes for easy navigation and search. Accurate and up-to-date product information, such as descriptions, specifications, pricing, and images, is also managed by the service, often using specialized tools like product information management systems. Additionally, the service assists in inventory management to avoid stockouts or overstock situations by implementing tracking, defining reorder points, and controlling stock levels.Responsibilities: Deliver and support end-to-end automated solutions which include technical implementation of the Service Now Platform, Core System, and Applications. Perform and/or participate in discovery and design work sessions to determine best practice solution requirements and produce deliverables, including mock-ups, flow diagrams, etc. Refine and manage release management best practices (Update Sets, Information Sets, Cloning, naming conventions, etc.) for customizations and upgrades to the platform and applications. Worked with the Windows team, Network team and Asset Management team to check for the data collected through discovery is accurate. Configuration of Email Notification and Alerts to notify users about specific activities in the system. Support the Core System including integration/reporting. Written script includes and invokes them in Business rules and Client scripts Imported many CI s using import set tables. Created data sources and loaded the Service-Now tables with different data formats. Created transform maps both automatic field mapping and scripting. Also, worked on Asset Management and loaded the data into it. Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting. Worked on the integration of Service Now with Siebel, integrated Service Catalog, and Incident module. Developed Transform maps to map values between Import Set and Service Now tables for incoming data from external sources. Created and modified Update Sets to transfer data from one Service Now instance to another instance. Provide support and technical consulting and mentoring. Involved in LDAP integration with Service Now for obtaining users and groups. Assist service owners with leveraging Service Now with disciplined design and implementation approaches.Environment: Service Portal, Service Now Discovery, Service Mapping, Service Catalog, Software Asset Management (SAM).Client: Synchrony Financial, Stamford, Connecticut
March 2019 - Apr 2021Role: ServiceNow DeveloperProject Description: The Automated Investment Advisory platform successfully democratized access to personalized financial advice, empowering users to make informed investment decisions. This project involved creating a user-centric and technologically advanced solution to provide automated investment advice tailored to individual user preferences and financial goals. Its user-friendly interface, backed by robust backend processes and personalized algorithms, garnered positive feedback and increased user engagement.Responsibilities: Communicating with end users, identifying their difficulties, and changing the applications as per their requirements. Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros. Configured UI Page and UI Macro using Jelly and JavaScript. Managed end user portal and created dynamic, static block for the content management system. Implemented best practice of Service Now Scripting, which enhanced the System performance. Designed Workflows, along with standard Workflow templates which can be reused. Strong knowledge of server-side scripting Business rules and Script Includes. Implemented Service Now ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations. Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes. Preparing Implementation Plan for every release in Service Now and providing Walkthrough to the entire team to execute the steps. Planning and coordinating the execution of Implementation along with Technical/Business validations post every maintenance/Major release in Service Now. Implementation of Software and Change Management, Service Now Change Management. Implementation of changes to improve automation and efficiencies in Service Now. Manage ITIL Processes monitoring overall system performance using the System Performance and System diagnostic dashboards. Integrating Service Now with other systems and customization. Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management. Managed all Change Management Information (Service Now). Configured multi-level approval workflow for the change request. Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item. Managing Service Now (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT into a single system of record. Involved in daily, weekly, and monthly meetings with client on the work progress and discussions on the upcoming work. Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes. Did performance tuning of the Service Now and worked on System Diagnosis. Integrated Microsoft Translator with Service Now for translating the different string.
Environment: Service Now Berlin/Calgary, Windows10, Oracle 11g, WINSCP, SQL*Plus, JavaScript.Client: State Of Texas, Texas
June 2016 - Feb 2019Role: ServiceNow Developer/AdminProject Description: In Product Management Services project, effective management of the product catalog is essential for the success of the online store. A product management service plays a vital role in ensuring this success by handling various aspects of product management. These include organizing the product catalog by creating logical categories, subcategories, and attributes for easy navigation and search. Accurate and up-to-date product information, such as descriptions, specifications, pricing, and images, is also managed by the service, often using specialized tools like product information management systems. Additionally, the service assists in inventory management to avoid stockouts or overstock situations by implementing tracking, defining reorder points, and controlling stock levels.Responsibilities: Worked on various ITSM applications in Service Now like Incident management, Change management and Problem management, Service Catalog, CMDB and Reporting. Worked on many Server-Side Scripts, Clientside Scripting, UI Actions and several business rules. Creating roles that provide selective access to Service Now and then assigning these roles when user needs to access a particular functionality. This helped a lot in maintaining privacy between users and the system. Wrote many inbound email actions to ease the work of creating incidents from an inbound email. Worked on Change Management module by enhancing the tool to the stakeholders and made it easy to understand and calculated the lead time using custom table. Created a whole different workflow and ACL for the change management process and elevated roles for the change manager. Worked on GRC module by assessing Risk Management and Policy and compliance management. Created many custom workflows to drive the process in a defined manner and set the approvals along the path. Developed Service Catalog that includes creating items, workflows, Catalog Client scripts and giving it an enhanced view using the Service Portal. Customized the widgets in Service Portal and created login rules for people with no roles and no groups to be redirected to portal on login. Configured LDAP Server and LDAP Listener for updating the user and group table record. Worked on CMDB that involves importing the data and establishing the relationship between multiple Cis. Configured multiple forms for Asset module using Configuration Management Database. Worked on integration of third-party applications into Service Now using APIs and Webservers. Experience of working with Script Includes and Scripted Web Services. Worked with Finance team in developing an application to automate the process. Worked on UI Macros to create pages as templates. Worked on loading the data into Service Now using import sets. Develop and manage application code, user interface, and third-party integration components.Environment: Service Portal, Service Now Discovery, Service Mapping, Service Catalog, Software Asset Management (SAM), Istanbul, Jakarta.Client: Assurant P&C Group, Atlanta, GA
Aug 2014 May 2016Role: ServiceNow DeveloperProject Description: Biometric Authentication Integration for Secure Web Transactions solutions significantly elevated the security posture of the web platform, reducing the risk of unauthorized access and fraudulent transactions. The project received positive feedback from users and stakeholders, establishing a robust foundation for secure and user-friendly online interactions. This project showcases my expertise in web development, security implementation, and the ability to integrate cutting-edge technologies to meet the evolving needs of the digital landscape.Responsibilities: Skillfully conducted requirements gathering and feasibility analysis, ensuring accurate and efficient system design. Actively participated in group meetings and discussions, facilitating effective communication among various stakeholders. Designed detailed mapping documents for B2B integration with web services, enhancing interconnectivity and business process management. Analyzed business requirements and functional specifications, performed GAP analysis, and transformed findings into comprehensive design documents. Led the end-to-end solutions building process for forms and advanced UI Pages customization, managing offshore teams. Interfaced effectively with Business users and application leads, assessing requirements and feasibility for optimized solutions. Mapped user requirements and enhancements to ServiceNow entities, providing detailed estimates for comprehensive development. Designed and developed customized processes for incoming email actions, improving communication and automation. Monitored and worked on various project aspects like Incident, Problem, Service Request, Change Management (including Release Management), and Demand Management, ensuring smooth operational flow. Configured ServiceNow modules, Applications, Forms, Email Notifications, SLAs for priority tickets, etc., tailoring the system to business needs. Administered user management, user group setup and application security, ensuring system integrity and data protection. Designed, customized, and configured Workflows, Views, SLAs, Hierarchies, Complex Business Rules, UI Policies and UI Actions, Reports, demonstrating versatility and technical expertise. Facilitated the production rollout of new applications and modules, ensuring seamless integration and minimal disruption. Performed integrations with external systems like LDAP, Single Sign-On, and Email, broadening system capabilities. Successfully integrated ServiceNow with Jira, Salesforce, and LDAP for importing user data from AD using REST/SOAP web services. Conducted thorough Unit and Integration Testing, ensuring the delivery of robust and error-free applications. Environment: ServiceNow Aspen/Berlin, REST/SOAP web services, JavaScript, XML, HTML, Windows, CSS.Client: People Tech Group, Hyderabad, India
June 2012 March 2014Service Now Developer/AdminResponsibilities: A Service Now expert with experience in implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management. Wrote, designed, and produced many statements of work, requirements definition documents, workflows diagrams and project plans. Worked on Service Catalog, Incident Management, Configuration & Change Management and Release Management with far reaching learning on Content Management System. Involved in providing the design solution, processes solution and technical methodologies to meet customer requirements. Involved in consuming Restful web service, publishing SOAP web Service, using Business Rules, Script Includes, UI Actions and other Service Now scripting modules to support data synchronization and business logic. Worked on integrating CA performance with the Service now using web services. Manages data with Tables, the CMDB, Import Sets, and Update Sets. Developed client scripts, UI Policies, Script Includes, business Rules across the application as per the requirement. Configured LDAP Server and LDAP Listener for updating the user and group table record. Worked on SCCM integration to import data from SCCM to CMDB. Working knowledge with relational databases like Oracle and SQL Developed Transform maps to map values between Import Set and Service Now tables for incoming data from external sources. Designed Workflows, along with standard Workflow templates which can be reused. Complied, analyzed, and presented system performance data using crystal reports. Hands on Experience on step- by step procedure for the CMS portals. Expertise on using DISCOVERY to load configuration information to CMDB. Worked on Creating Users, Roles and Groups and loading the data to Service Now objects using import sets on daily, weekly, monthly and on request basis. Experience in defining the SLAs (Service Level Agreements), notifications and reports. Implemented Major incident management process and performed unit testing and integration testing and prepared and documented the test cases. Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages.Environment: Service Catalog, SOAP web Service, CMDB, Import Sets, Update Sets, LDAP, Oracle and SQL, Script includes, Ajax Query, Jelly scripts, UI Actions, UI Policies. |
