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Click here or scroll down to respond to this candidate Candidate's Name
EMAIL AVAILABLE
Pickerington, OH | US Citizen | Active Secret Clearance
Work Summary
Innovative ServiceNow Specialist / Developer and lead Administrator in the industry with a proven history of success implementing
strategic improvements, creating productive business and providing value to clients with 10+ years of experience.
Possesses comprehensive skills across all facets of ServiceNow with demonstrated strength in evaluating processes and determining
cost-effective solutions to increase efficiency and improve accuracy.
My ServiceNow expertise adds value to my hands-on experience in ITSM modules such as Incident Management, Change Management,
Problem Management, Configuration Management, Service Level Management, ITOM, ITBM, ITFM, ITAM, SAM, HAM, SAM Pro, SecOps
and GRC.
Good understanding and knowledge of all phases of the software development life-cycle (SDLC) and also familiar with methodologies
like Waterfall, Agile/Scrum.
Good understanding of ServiceNow and its Development Life Cycle from Calgary to Geneva.
Expertise in Javascript, debugging, optimizing the performance, and working of Client Scripts, Catalog Client Scripts, Server-side
scripting, UI scripts and UI Policies.
Experience normalizing requirements to create risk libraries and mappings to a single source
GRC experience in the following areas: privacy, risk assessments, third-party management, and vulnerability management.
Leveraged Playbook failure policies to retry, notify the assignee, or create an Incident based on an error scenario.
Curated, designed, coached and implemented DevOps methodologies (CI, CD, DevSecOps, DataOps) and Agile processes.
Worked on Service Catalog and developed various order guides and record producers and created several UI policies and catalog client
scripts.
Designed a portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on the
feedback received from users.
Good knowledge in Business rules, activating plugins, managing data with tables, Import sets and Update sets,
Control system access and data security, Control access to the application and its records.
Extensive experience in creating and maintaining Access Control Rules for securing and providing the right access to the right person.
CSM Case Management, External user configurations, Customer relationships, Service Contracts, Entitlements,
AssignmentWorkbench, Major Issue Management, Skill Management, Virtual and Live agents, Customer Portal, Consumer Portal and
Dashboards.
HRSD HR case management, COEs, HR Topic Categories, Topic Details, HR Services, HR Criteria, Virtual Agent Chat, Live AgentChat,
Connect chat, Agent Workspace
Strong experience with web development frameworks Angular and Backbone JS and also good with the following scripting
languagesJavaScript, Python, Shell Scripting and PowerShell.
Worked on CMDB and Asset Management in providing a better scope of understanding of the inbound and outbound of assets.
Proficient in activities like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts & Actions and approval processes.
Integrated Twilio calling service to make end-to-end calls in Customer Service Management (CSM) in ServiceNow.
ADFS (Active Directory Federation Services) integration with ServiceNow.
Successfully performed ServiceNow version upgrades, considering Utah-specific customizations to ensure a smooth transition and
minimal downtime.
SSO integration with ServiceNow for User Authentication.
Microsoft Azure Integration with ServiceNow for VM provisioning.
Control your risk exposure and reduce time to remediation with Risk Management (IRM).
Automate to increase productivity and eliminate audit findings with Audit Management.
Streamline processes and manage more critical vendors with Vendor Risk Management (VRM).
Hands-on experience in technical implementation of Change Management, Incident Management, Problem Management, Service
Catalog, Software Configuration Management, Reporting, Discovery and Integrations
Certifications
Certified Application Developer (CAD)
Certified System Administration (CSA)
Certified Implementation Specialist SPM/PPM
Certified Implementation Specialist APM
Certified Implementation Specialist Discovery
Certified Implementation Specialist Event Management
Certified Implementation Specialist Vulnerability Response
Micro-Certification - Automated Test Framework
Micro-Certification - Flow Designer
Micro-Certification - Service Portal
Micro-Certification - Performance Analytics
Micro-Certification - Predictive Intelligence
Micro-Certification - Virtual Agent
Professional Skills
Service Now Versions: Dublin, Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston, London, Madrid, New
York, Orlando, Paris, Quebec, Rome, San Diego, Tokyo, Utah, Vancouver
Operating System: Windows, Linux(RHEL), RedHat, Unix, Ubuntu, Mac OS X
ITIL: ITIL, ITSM, CMS LDAP
Policy & Compliance: PCI, HIPPA, SOX
Methodology: SDLC, Agile, XP, Scrum, Waterfall
Databases: Oracle, SQL Server, DB2, Hadoop, MongoDB, Teradata, Netezza, Marklogic, NoSQL DB, BigData
Versioning Tools: CVS, Clear Case, GIT, Perforce, PVCS, RTC, Stash
Others: Remedy, HP Quality Center, IBM Clear Quest
Language: Java/J2EE, Soap UI, Ruby, Python, Bash.
Professional Experience
State of PA - | Remote April 2024 - Present
Senior ServiceNow Developer
Analyzed Scope of GRC IRM Application in the project and reviewing the development implemented to follow best practices
Worked on IRM-related stories and tasks, handling development tasks for new flows and changes, and addressing incidents
related to access and bug fixes.
Included in daily incident monitoring, ensuring timely incident assignments to team members to meet response SLAs, and
maintaining up-to-date incident comments.
Hands-on experience with on-prem inventory discovery, covering Windows, Unix SNMP, storage devices, Vcenter, and container
discovery. Proficient in discovering AWS and Azure cloud resources.
Worked on Discovery, MID Server Architecture, Probes, Sensors, and Identifiers. Familiarity with essential protocols and port
details for effective Discovery.
Set up and administer MID servers as required, managing over 100 discovery schedules with MID servers.
Troubleshooted various discovery and pattern-related issues, including interpreting Discovery logs and data for diagnosis.
Monitored CMDB health, resolving conflicts between data sources, and defining identification and reconciliation rules.
Set up Discovery from scratch to completion, along with building and supporting integrations with data sources beyond ServiceNow
Discovery.
Hands-on pattern customization, generating reports and dashboards for effective monitoring and analysis purposes.
Utilized JavaScript programming for customizing and scripting within the ServiceNow CSM environment.
Configured Mid servers on local Windows servers for facilitating ServiceNow integrations and Discovery application functionalities.
Phillps 66 - TX | Remote June 2023 - February 2024
Senior ServiceNow Developer/Lead
Configured Mid servers on local Windows servers for facilitating ServiceNow integrations and Discovery application functionalities.
Engaged in configuring credentials and service accounts on CyberArk for secure access management.
Spearheaded the development of the Service Catalog, encompassing the creation of new catalog items, designing workflows, and
formulating execution plans.
Implemented custom notifications tailored to meet specific alerting requirements within the system.
Oversaw the seamless migration of update sets to the production environment while managing release management activities
effectively.
Employed SPM to streamline document management and revision control within projects.
Personalized the forms and lists of incident and problem management tables to enhance user experience and optimize workflow
efficiency.
Implemented CSM application for the client for both B2B and B2C, where customized the case, account and contact form for the
user.
Worked on DevOps integration with applications like Azure Boards (Azure DevOps Server 2020), Jira (ver 7.x and 8.x),ServiceNow
Agile Development (ver 2.x).
Demonstrated proficiency in crafting server-side scripts, business rules, and UI actions to align with the unique business needs of
ServiceNow.
Utilized SPM extensively for the client, orchestrating the project management lifecycle seamlessly while integrating it with Idea and
demand.
Worked and implemented HRSD module where implemented the HR case and automated the HR task and integrated the Workday
with ServiceNow for importing HR profile to ServiceNow.
Implemented Jenkins plugin for ServiceNow DevOps and ServiceNow DevOps extension for Azure DevOps.
Configured the CSM custom portal page for external and internal users and contacts/consumers.
Configured SLA workflows, ensuring advanced SLA configurations were in place to meet service-level agreements effectively.
Directed application repository migrations to facilitate the seamless promotion of updates within scoped applications.
Played a pivotal role in user/group management activities, contributing to comprehensive user administration processes.
Contributed to ServiceNow upgrades, ensuring smooth transitions and enhanced system performance.
Divine IT Limited - TX | Remote December 2022 - March 2023
Lead ServiceNow Developer
Configured Discovery schedules, credentials and behaviors to populate CMDB data for Windows Virtual Machines and Linux
Servers.
Integrated CSDM with a third-party CRM system via REST API to sync customer data.
Achieved seamless integration of ServiceNow with Amazon Web Services (AWS), significantly enhancing ITSM in the Utah region.
Mapped out Playbook workflows across multiple ServiceNow modules including Incident, Change, and Request Management.
Configured Discovery credentials using CyberArk Vault Integration to initiate discovery for Network devices across multiple sites.
Configured CSDM to track customer profile data including contact details, service history, and entitlements.
Enhanced Discovery & Service Mapping patterns available from the ServiceNow Store to populate application services and build
relationships with the host servers.
Integrated flow designer workflows with ServiceNow email and messaging capabilities for notifications.
Experience in customization of patterns using Pattern Designer. Worked on parsing the output file techniques to discover custom
attributes.
Configured the HR portal for the client and integrated third party application with ServiceNow to showcase the records in the HR
portal.
Exposed catalog integration APIs in ServiceNow using IntegrationHub's OpenAPI and swagger definitions.
Created Playbook filters, conditions and approval steps to incorporate business logic and process requirements.
Customized ServiceNow configurations to precisely align with Utah's compliance and governance requirements, ensuring strict
adherence to local regulations.
Enhanced the resource management process workflow through SPM implementation.
Built CSDM dashboards and reporting to analyze customer ticket metrics and identify trends.
Worked on the configuration of MID Servers to discover network devices for AWS and Azure cloud. Integrated AWS portal to
populate the CMDB data for AWS Resources
Used flow designer debugging and transaction management tools to ensure flawless workflow execution.
Wrote new user registration and authentication with Service Portal. Customers needed stringent domain validation and SSO
integrations, integrating Tenable vulnerability.
Experience in running IP network discovery to update CMDB CI Router and Switch Tables. Customized Network CI Identifiers
using CI Class Manager.
Developed Playbook UI using Service Portal to enable easy initiation and monitoring by service desk teams.
Actively managed and resolved ServiceNow-related incidents in the Utah environment and minimized disruptions to critical
operations.
Experience in discovering LAN, WAN, MAN and Sites Devices using SNMP credentials.
Customized discovery process and patterns to achieve custom output.
Wells Fargo - CA | Remote August 2022 - December 2022
Lead ServiceNow Developer
Experience in Email Integration, LDAP Integration and External Web Services Integration (both SOAP-based and REST-based).
On-boarded customers from Remedy to ServiceNow to build bi-directional integrations to have all incidents on new platforms while
switching and agreeing to close all past tickets in the previous tool/platform itself.
Created filters for the vulnerabilities imported from Tenable IO and Tenable SC based on Host Name, IP Addresses, Mac Address
and Device Criticality.
Utilized Risk Management and other GRC applications within SecOps to detect, evaluate, address, and continually monitor
enterprise and IT risks potentially affecting business operations.
Developed a custom file rule within ITAM to manually establish file sets.
Created public pages and developed widget from scratch to showcase the case, account list for the stakeholder. Integrated the
salesforce to get accounts and contacts to CSM ServiceNow.
Implemented workflows across all SecOps applications to streamline remediation efforts, eliminating guesswork and manual
tasks.
Implemented system security by using Access Control Lists (ACLs) as per the client's needs.
Working knowledge in GRC Access Request Management including ARQ SoD, Approvers, Audit Evidence and User review.
Responsible for implementation and integration of SAP GRC - SOD and other post-go-live sustainment tools.
Designed a portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on
the feedback received from users.
AT&T - TX | Remote August 2021 August 2022
Technical Consultant
Prepared an Implementation Plan for every release in ServiceNow and provided a walkthrough to the entire team to execute the
steps.
Participate in the complete end-to-end cycle of coding, testing, debugging, maintaining, and refining computer software in Current
Services to produce the required product in an Agile development environment.
Implemented, deployed, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL
and business processes.
Created custom CSDM workflows to automate case routing and SLAs based on customer attributes.
Experience configuring independent scheduled jobs to discover and populate Tenable IO and Tenable SC vulnerability data.
Created complex workflows in Flow Designer spanning multiple modules like Procurement, HR, and Facilities.
Utilized Java Scripting in Business Rules, Confidential scripts, UI Policies and UI Actions to deliver solutions that automate and
audit business processes to customize the instance as per Business needs.
Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer
the tools and enhanced requests by java script.
Contributed to the evolution of Agile 2.0 by establishing links to the PPM module, customizing burn-down charts to track stories
associated with projects.
Reported on Playbook execution KPIs like cycle time and volume using ServiceNow dashboards.
Worked on installation and configuration of ServiceNow MID Servers, Clusters on Windows Servers and Linux Servers to integrate
with Tenable SC hosted on the Client Network.
Developed custom CSDM portal pages using AngularJS and Bootstrap to enhance self-service capabilities.
Created Software Asset Analytics, Normalization and Content Service, Software Publisher Analytics, Software Asset Management
(SAM) reports for the client and added those reports to the dashboard as per the need.
Created discovery process, such as Discovery or Microsoft SCCM (2012 v2 or 2016), which is used to discover the software
installed in your environment.
Peraton - VA | Remote July 2021 September 2021
ServiceNow Developer
Created software models for all installed software products are used to tie software installations
Leveraged flow designer tools like Decision Tables, Script Steps, and Global Variables for advanced workflow logic.
Worked on downgrading licenses built into the Software Asset Management (SAM) plugin feature.
Configured role-based access controls on Playbooks to restrict usage to authorized user groups.
Identified Disk Usage, CPU, and Memory for Web, APP and Database servers and how the servers are getting loaded.
Verified new or upgraded applications to meet specified performance requirements.
Used AppDynamics and Grafana to further monitor various graphs like Heap, GC, threads status, Java Process utilization, JVM
exceptions, collection leaks and context switch\sec to pinpoint issues.
Communicate test progress, test results, defects/issues and other relevant information to project stakeholders and management.
Interface with developers, project managers, and management in the development, execution and reporting of test results,
identifying and eliminating performance bottlenecks during the development lifecycle aining, and refining computer software in
Current Services to produce the required product in an Agile development environment.
Implemented, deployed, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL
and business processes.
Utilized Java Scripting in Business Rules, Confidential scripts, UI Policies and UI Actions to deliver solutions that automate and
audit business processes to customize the instance as per Business needs.
Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer
the tools and enhanced requests by java script.
Customized UI Appearance for Problem, Case Management & Change Management Applications which is simple, intuitive and
easy to use.
Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
Have hands-on Experience on Integrating ServiceNow with third-party tools and Domain separations for external users to raise
incidents in SNOW.
Involved in the development of requirement integration components (SSO, LDAP, SOAP) Implementation,
Used AppDynamics and Grafana to further monitor various graphs like Heap, GC, threads status, Java Process utilization, JVM
exceptions, collection leaks and context switch\sec to pin-point issues.
Communicate test progress, test results, defects/issues and other relevant information to project stakeholders and management.
Interface with developers, project managers, and management in the development, execution and reporting of test results,
identifying and eliminating performance bottlenecks during the development lifecycle
Accenture - NY | Remote May 2021 July 2021
ServiceNow Engineer
Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
Responsible for scheduling the Discovery to identify the computers/network devices and tracking the devices.
Developed Client-side user interface components and deployed in the compute cloud of Amazon Web Services (AWS)
Worked on AWS Cloud Watch integration with ServiceNow. Created incidents in ServiceNow.
Responsible for helping integrate external third-party tools such as SolarWinds, JIRA, Chef, and Amazon AWS Cloud with
ServiceNow.
Worked on Project Portfolio Management (PPM) to view all the related projects and applications at the same time and track their
progress by Gantt charts. Also worked on demands in the PPM.
Converting Existing CMS into service portal and done a lot of CI customization using Java script and AngularJS.
Installed and configured collectors configured credentials and built service watch dashboards in Service watch.
Worked on Business Service mapping and wrote scripts in the sensors to map CIs so that the end user can have a graphical
representation of CIs and their relationship through BSM.
Identify and document functional needs, technical requirements, specifications, project scope, project plans, and test plans for
assigned projects.
Support of ServiceNow HRSD modules including Case Management, Knowledge Management, HR Agent Workspace, Service
portal, integrations, reporting, etc.
Integrated Playbooks with ServiceNow Virtual Agent Chatbot to allow conversational creation of requests.
Developed Playbook UI using Service Portal to enable easy initiation and monitoring by service desk teams.
Designed ServiceNow catalog UI using out-of-the-box widgets, UI policies, and AngularJS within the Service Portal. Created
custom ServiceNow UI actions.
Developed new catalog item plugins in ServiceNow using Javascript and ServiceNow's GlideRecord API and client scripting.
Defined complex data models and variable sets.
Atos - TX | Remote July 2020 April 2021
Sr. ServiceNow Developer
Responsible for the implementation of ITSM suite, Discovery, CMDB, Event Management and Service Watch/Service Mapping.
Design and configuration experience in ITSM and customizing the applications using Javascript, AJAX and HTML in ServiceNow.
Hands-on experience in creating custom Applications and modules in ServiceNow.
Experience of BMC Remedy ITSM 7.x implementations for large organizations in integrated environments.
Hands-on Experience in Java Scripting and web technologies (JAVA Script, XML, HTML, AJAX, CSS, HTTP)
Worked on integration using SOAP / WSDL.
Participated in workshops with ServiceNow partner teams to help companies implement ServiceNow using best practices in
ITSM.
Integrated the client's existing Security Information and Event Manager (SIEM) tools with SecOps applications to ingest threat
data, either through APIs or email alerts, and automate the creation of prioritized security incidents.
Understand corporate strategic plans and fundamental business activities of the NFL and its member Clubs.
Moved existing Business Event Management (BEM) requests from IT2B to ServiceNow Cloud, which involves Migrating Items,
Client Scripts, Business Rules, UI Pages and UI Macros.
Knowledge on AWS (Amazon Web Services) cloud and Microsoft Azure integrations with ServiceNow.
Designed CI orchestration activity layouts to automate CI processes across the ITSM spectrum from monitoring tools such as
Solar winds to be able to create alerts and incidents into JIRA.
Introduced a bespoke license metric to align with client-specific needs within ITAM.
Perform day-to-day administration of the ServiceNow application, including making approved changes to processes and
workflows, building reports, managing data, personalizing lists, content management and technical support.
Designed the layout, CSS and dynamic content for the End User Self-Service Portal design.
Design process documentation, policies, lifecycle, and request workflow for Hardware Asset Management (HAM).
Customizing the functionality of the Discovery tool to meet the outlined requirements.
Developed from the ground up the Change, Incident, Configuration and Asset Management processes including formal policies,
RACI and CMDB Data Model for ServiceNow.
Follows through with commitments and fosters mutual trust with fellow employees.
Implemented a software pattern normalization rule within ITAM for targeted software products.
Coordinates installation of ServiceNow. Upgrades and/or service packs. Developed and managed the preparation of systems, test
criteria and control for upgrades, service packs, new functionality, enhancements, or error correction.
Working with ServiceNow to accelerate the delivery of solutions to Cisco's current and future needs by developing new
requirements and resolving bugs
Incorporated new MDM strategy aligning core toolchain best practice with fundamental DevOps, DevSecOps/Security and
DataOps strategies within.
Performed the task of using Discovery to load configuration information to CMDB.
TransX Ltd - MN | Remote January 2020 June 2020
Sr. ServiceNow Developer
Translate business requirements into the technical architecture of the proposed solution taking advantage of out-of-box
functionality minimizing required customization
Created Service Catalogs to establish and interact with key process applications including Incident, Problem, Change and
Knowledge Base.
Modified the ITAM flow for software asset management, specifying various states.
Worked on Software Asset Management (SAM) data import automation between multiple ServiceNow instances which includes
Finance, Contract, Version and edition details for Software.
Built Software Entitlements imported from SCCM integration and normalized software data for Windows machines.
Built Import sets to populate inventory with CI purchased, CI warranty card and updated Asset Management data for Hardware
and Software CIs.
Integrated the case management (CSM) to the ITIL change and customized the change workflow created from the case.
Built Customized flows for version expiry management, and version control system management.
Built flows to manage Software Asset Management (SAM) lifecycle, up task flow, vendor confirmation task, disposal report and
certificate disposal task, etc.
Leveraged workflows and the Vulnerability Response application within SecOps to promptly prioritize events, security incidents,
and vulnerabilities.
Experienced in Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules and Incident
Templates.
Responsible for the implementation of ITSM suite, Discovery, CMDB, Event Management and Service Watch/Service Mapping.
Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well and create
discovery patterns.
Worked on Discovery and set up mid servers and checked for connectivity. Became an expert in troubleshooting Discovery tools.
Installed and configured collectors configured credentials and built service watch dashboards in Service watch.
Sylvamo - TN | Remote February 2018 - December 2019
ServiceNow Developer
Maintain the integrity of Patterson Companies ServiceNow deployment across all instances, and coordinate all maintenance and
upgrades with ServiceNow.
Communicate ServiceNow process, operations, and capability information effectively across Patterson Companies and BCM
departments utilizing ServiceNow.
Developed and configured ITOM modules and reconfigured and maintained existing ITIL modules.
Designed many catalog items out of which few catalog items involve integration using SOAP Web services, Restful API.
Implemented ServiceNow Orchestration/Run book Automation in ServiceFirst to automate changes to Enterprise Servers, Active
Directory and Outlook Exchange.
Configured Workflows into all Security Operations applications (SecOps)take the guesswork and the busywork out of remediation.
Initial coordination and management of GRC/IRM and Security Operations (SecOps) Modules.
Worked on GRC/IRM to identify and manage risks in a single register.
Interpret, design, and deploy ServiceNow to many different customers with an emphasis on Security Operations (SecOps) and
Vulnerability Response (VR) plugins.
Wrote custom code to integrate security-related software such as QRadar, McAfee ESM, Splunk, and Qualys.
Integrated ServiceNow with tools like Salesforce, Remedy and PeopleSoft.
Create a risk-aware culture and be able to make risk-based informed decisions for the IRM client.
Implemented the IRM along with GRC where integrated the third-party application.
Engaged in ITAM initiatives, focusing on the software asset management system and tailoring software installation and usage.
Completed the design and development of several Custom Applications in ServiceFirst including Real Estate Disclosures (RED) and
Complaint Management System (CMS).
Created Software Asset Analytics, Normalization and Content Service, Software Publisher (SAM Pro) Analytics, and Software Asset
Management reports for the client and added those reports to the dashboard as per the need.
Design and maintain a Service Portal for user access to the Knowledge Base and Service Catalog.
Configured and maintained ServiceFirst Configuration Item Discovery, Service Mapping Discovery, and the ServiceFirst
Configuration Management Database (CMDB).
Implemented a solution for the client that adheres to the CSDM guidelines when you define configuration items (CIs) and
relationships between CIs in the CMDB.
Implemented integrations between HRSD and other HR systems, such as the HRIS and LMS.
Developed and enhanced the UI for HRSD, including button placement, label enhancement, and dashboard optimization.
Acquire or prepare technical documentation for supported applications and systems.
Building integrations utilizing infrastructure platform APIs via SOAP and/or REST APIs
Troubleshoot and understand inter-dependencies across the platform responsible for the design, development, configuration, and
implementation of ServiceNow, specifically in regard to the ITOM platform and IT Asset Management (ITAM).
UFP Industries - MI | Remote October 2015 - January 2018
ServiceNow Developer and Administrator
Configured Incident, Problem, Change management, Configuration Management and Service Level Management as per the client's
requirement
Creating Client Scripts, Business Rules, UI Policy, UI Actions, Script Includes and Workflow based on requirements.
Working on inbound actions and notifications.
Working on User Management including Users, Groups, Roles and Access Control Lists (ACL).
Performing testing of all the functionalities post-implementation
Perform day-to-day administration activities such as providing access to users in Service Now and adding users to groups
Develop and manage Application code, User interface, and third-party integration components using REST Web Services.
Designed applications that execute on various browsers such as Internet Explorer, Mozilla Firefox, Google Chrome, and Opera
using various debugging tools like Firebugs/IE Developer Tools.
Created an After BR to send the payload to other instances via rest message for Ebonding integration with ServiceNow.
Contributed to enhancing the software license workbench within ITAM frameworks.
Implemented CSDM for the client and enhance the Common Service Data Model product views
Configured Service Catalog to manage various Infrastructure and Application Services in the Organization.
Used and Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLAs, Reporting, etc.
Core Application Administration: Policies & Interactions, Application Security, Events & Notifications
Created many catalog items and worked on order guides and record producers.
Moving data in and out of an instance using import sets and transform maps and also auto import of data into ServiceNow.
Imported many CIs using import set tables.
Created CMDB query builder to create reports showing CMDB configuration items (CIs) and their relationships in CSDM
Resolving typical User access and roles issues by checking the active directory and users table.
Responsible for working on order guides and arranging them in sequential order to make the user comfortable while raising a
request.
NCR - Atlanta | Remote October 2013 - September 2015
ServiceNow Administrator & Sr. Associate IT Operations Analyst
Perform day-to-day administration for Ecolab ServiceNow implementation, including developing and implementing new
processes and workflow update sets as well as making approved changes to existing processes and workflows.
Work with Ecolab functional teams to develop processes and workflows for incorporation in ServiceNow.
Assist in ServiceNow performance analysis and optimization, monitoring, problem resolution, upgrade planning and execution.
Predictive analytics using linear regression model for business performance evaluation using Excel.
Creation of Data Visualizations showing best-selling Walgreens retail locations for company products
Learning Management System (LMS) implementation planning, feasibility and cost analysis with Blackboard, Skillsoft
Monitor LMS requirements with an agile project manager for Continuous Integration (CI) and testing cyclical deployment
Performance of complex SQL queries on a multi-index relational database and creation of real-time user experience analytics.
Hands-on experience working on SaaS (Software as a Service) based tools (ServiceNow), with a focus on implementing ITIL
processes.
Implementing Service Catalog, Incident Management and Change Management with extensive knowledge of Content
Management Systems.
Responsible for building scalable, effective solutions both in ServiceNow and through interfaces to other third-party tools.
Successful oversight of several ServiceNow implementations including upgrades to Geneva and Helsinki.
Worked on a huge Workflow design for onboarding and offboarding of a partner/ employee/Contractor based on the requirements
provided by the teams.
Creating roles that provide selective access to Service Now and then assigning these roles when the user needs to access
functionality. This helped a lot in maintaining privacy between users and the system.
Customized various Business Rules, Client Script, Script includes, UI Actions, UI Policies and UI Actions.
Created Update Sets to migrate customization from one instance to another instance.
Configured SMTP and POP3 standard Email configurations in the ServiceNow instance, along with setting up Email Templates and
Email Notifications.
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