abhrainc.com · web viewa qualified it professional with 10+years of experience with more than 5...

RPServiceNow Consultant

SUMMARY A Qualified IT Professional with 10+years of experience with more than 5 years of

experience as a ServiceNow Consultant and Strong knowledge in ITSM applications

administration, Integration and tech support.

As a ServiceNow Certified System Administrator and Application Developer having

valuable experience in end to end ServiceNow implementation and integrations.

ITIL V3 Foundation certified. As a Business Analyst having good knowledge in leveraging the IT Service Management

framework for Incident, Problem, Change, Demand, Idea, Facilities, HR and Asset

Management processes and ServiceNow best practices.

Hands on experience in obtaining requirements from Business Users and Subject Matter

Experts and documenting the Business Requirements.

Experienced in all phases of SDLC including Analysis, Design, Coding and Testing.

Familiar with different ServiceNow releases Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta

and Kingston.

Hands on experience in creating Users, Roles, User Groups and ACL’s.

Proficient in creating and working on Business Rules, Script Includes, Client Scripts, UI

Policies, UI Pages, Events, Notifications and Surveys.

Having Extensive knowledge on SSO, LDAP, Active directory Integrations and JDBC

integration using Mid Server for Asset table’s maintenance.

Installed MID Servers on remote desktop and conducted tests required for Discovery.

Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map

their dependencies, and populate them in the CMDB.

Working knowledge on SCCM Integrations.

Working knowledge on Event Management.

Knowledge on Customer service management(CSM).

Having Extensive Knowledge On-call Scheduling.

www.abhrainc.com of 15

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Hands on experience in creating Approval Rules and Assignment rules.

Automated Active Directory using ServiceNow Orchestration.

Having good Knowledge in configuring GRC and Audit Management.

Worked with Record Producers, Order Guidesand Work Flows in Service Catalog

Management.

Developed solutions using JavaScript, Ajax, Web Services REST, SOAP API’s and other

web technologies to integrate ServiceNow with internal/ external systems and tools.

Good knowledge on building out Service Now Self-Service Portal.

Strong working experience on Functional testing, GUI testing, Integration testing, User

Acceptance testing and Regression testing adhering with SDLC processes like Waterfall,

Agile (Scrum), Test Driven Development.

Strong work experience on Relational database management systems (RDBMS) Oracle and

SQL server.

Experience with working on UNIX / LINUX, Windows Operating Systems.

Technical Skills

Programming Languages : C, C++

Technologies : HTML, XML, JavaScript, Angular JS, PowerShell, SQL,

CSS, HTTP

DBMS : SQL Server, Oracle, My SQL

Operating Systems : Windows family, Solaris, Red Hat Linux

Tools : ServiceNow, HP Suite of Products – BSM, Service Manager,

Operations Manager, Release Control, JIRA, AWS.

Software Methodologies : SDLC, Waterfall, Agile, Scrum

PROFESSIONAL EXPERIENCE

L&T InfoTech Aug 2018 to till date



Walt Disney (LTI), Burbank, CA Sr. ServiceNow DeveloperProject Description: ServiceNow Platform Maintenance, L3 support, Enterprise PPS and

SDLC release management automation

Responsibilities: Working on Enterprise PPS enhancements and defects (custom build application similar to

PPM).

Working on Data Archival project for Incident and Change Management.

Working on User data validation to eliminate duplicates while creating records form import-

sets

Gathering requirements and analyzing “Release management Automation” project.

Supporting other ServiceNow activities like L3 support

Performing Peer review and design review for stories

Hearst, NY ServiceNow Tech LeadProject Description: Service Portal, Service catalogs

Responsibilities: Working with process owners and business stakeholders to translate business requirements

into functional requirements within ServiceNow and proposing resolution and design

suggestions.

Preparing Business requirement documents

Lead offshore Development team

Technical support to build proposed solutions

Consolidated large number of duplicate Catalog items and Order guides.

Gathered requirements for service portal and provided technical design with timelines

NXP Semiconductors, Plano, TX Sr. ServiceNow Consultant Oct 2017 to Aug 2018



Project Description: Implementation of Demand, Project Portfolio Management,

configuration management, Contract management, Agile development, Integration with

SOAP & REST, Service Catalogs, workflows and Service Portal.



suggestions.

Working on Fresh Service Bi-directional integration with incident management using REST

webservices and scripted API’s.

Leading offshore technical team.

Working on Bi Directional Attachment integration with third party tools using REST

webservices.

Worked on SharePoint integration with ServiceNow Project Management using REST

webservices.

Working on requirements gathering to integrate Sciforma with ServiceNow by using REST

webservices

Implementing Demand management with assessments.

Modified Assessment card with demand record details on it.

Implementing Project portfolio Management with custom approval on project and UI Actions.

Developed custom reports and scheduling the reports as per the client requirement.

Creating database views to pull the reports on variables which are being used by catalog

items.

Creating CI Relationships between different configuration items.

Upgraded Agile development module to latest version Agile development 2.0.

Working on Contract management approvals and configuration.

Maintaining CMDB and Discovery schedules.

Created new Dashboards, Custom Charts, and Reports.



Service Catalog (Request Item, Order guide and record producer) has been created based

on client requirements. Also, Workflows has been created to support the Approval workflow

and task assignment.

Designed new Templates, triggered various Email Notifications.

Developing self-service portal by customizing widgets using Angular JS.

Working on Service Portal Bug fixes, enhancements.

Environment: Service now, Java Script, Ajax, Record Producers, Script Include, Client

Scripting, Workflows, Notifications and ACL’s, Service Portal, REST and SOAP.

MKS Instruments, Plano, TX Sr. ServiceNow Consultant Mar 2017 to Dec 2017Project Description: End to End Implementation of ServiceNow with incident, Problem,

Change, Demand, Asset and configuration management, Facilities Management, Human

Resource Management,On-call Scheduling, Assignment rules and Approval rules and

Importing the CI’s from Legacy tools into asset management and Configuration

Management, LDAP, SSO integrations.



suggestions.

Implementing the Incident Management, Problem Management, Change Management,

Knowledge Management, Demand Management, Marketing Events, HR, User

Administration, Configuration and Asset Management along with Reporting module.

Customized UI Appearance for Incident, Problem, Change and Project Management

Application, which is simple, intuitive and easy to use.

Created Buttons and context menus both on form and lists using UI actions.

Added the dictionary entries to be listed out in incident list view.

Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver

solutions that automate and audit business processes.



Created data sources and loaded the Service-Now tables with different data formats.

Created and Maintained foundation data - User Accounts, Approvers, Support Groups and

Sites.

Developed Transform maps to map values between Import Set and ServiceNow tables.

Configuration of ServiceNow modules, Applications, Forms, Email Notifications, SLA for

priority tickets, etc.

Managing User Administration in ServiceNow providing the required levels of Access for the

customized solutions.

Working on Knowledge Management Module.

Working on Survey and Assessment modules with Email notifications.

Establish and interact with the configuration management database (CMDB), and manage

data with import sets, update sets and transform maps.

Imported many CIs using import set tables.

Creating CI Relationships between different configuration items.

Implementing On-call Scheduling.

Working on Approval Rules and Assignment rules.

Imported User and groups from Active directory with LDAP Integration.

Resolving typical Users access and roles issues by checking active directory and users table.

Administering the ServiceNow in build plugins.

Worked on Self Service Portal Customization by using pages, navigation menus, Widgets,

HTML, CSS and Angular JS.

Involved in upgrade process from Helsinki to Istanbul.

Environment: Service now, Java Script, Ajax, Jelly, UI Pages, UI Actions, UI scripts,

Catalog Items, Script Include, Client Scripting, Workflows, Notifications and ACL’s , Asset

Management, Survey and Assessments.

USAA - Plano, TX ServiceNow Developer/Administrator Aug 2016 to March 2017Project Description: ServiceNow implementation project completing Service Request

Items, workflow and Incident requirements. Integrating third party tool with ServiceNow using



REST Web services. The team used a custom module to assignrequirements to developers,

and coordinate with business analysts and test team.

Responsibilities: Facilitating the meetings with Business users and Process Owners to gather requirement and

business process information.

Responsible in building Catalog items, Record Producer and Order Guides in ServiceNow.

Created database views to pull the reports on variables which are being used by catalog

items.

Worked on various kinds of variables and variable sets.

Worked on order guides, to arrange them in sequential order to make the user comfortable

while raising a request.

Expertise on creation of workflows for Service Catalogs in ServiceNow.

Involved in CG4 module integrations to update Assets.

Involved in Archibus and Rivermine integration with ServiceNow by using REST APIs

Communicating with end users, identifying their difficulties and changing the applications as

per their requirements.

Worked with process owners to develop workflow, implement the workflows in Service

Applications and administer the tools and enhanced requests by java script.

Establish and interact with the configuration management database (CMDB), and manage

data with import sets, update sets and transform maps.

Worked on various front-end forms, and associated Client Scripts, UI policies, including

advanced customizations that require modification of UI Pages/Macros.

Developedcustom UI Pages and UI scriptsto generate Barcodes in ServiceNow so that

custom task reports and Asset labels can be printed in required format.

Developed PDF creator application in ServiceNow so that custom task reports can

begenerated in required format and mailed using ServiceNow platform.

Created Workflow activities and approvals. Implement new workflows that use a variety of

activities to understand how records are generated from workflows.



Created custom workflow activities to reuse across different workflows for cloud

management.

Responsible for access control, security, minor enhancements such as form or workflow

editing.

Moving Update sets from one environment to another environment in ServiceNow (Beta,

Dev, Test, QA and Prod).

Configuration of Email Notification and Alerts to notify users about specific activities in the

system.

Wrote Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as

per Business needs.

Created custom reports through the report module in Service Now.

Environment: Service now, Java Script, Ajax, Jelly, UI Pages, UI Actions, UI scripts,

Catalog Items, Script Include, Client Scripting, Workflows, Notifications and ACL’s , Asset

Management

Campbell Soup - Camden, NJ ServiceNow Developer/AdministratorMay 2016 to Aug 2016Project Description: Implementation and support of enterprise applications based onITIL

framework. Designed, developed and implemented key modules such as

Incidentmanagement, Service Request, Problem management, Change Management,

ServiceCatalog, SLA Configurations, Survey and Content Management.

Responsibilities: Responsible for gathering the requirement from the client and preparing functional and

technical specifications documents for various ServiceNow modules.

Conducted review sessions with end users, identifying their difficulties and changing the

applications as per their requirements.

Managed User Administration in ServiceNow providing the required levels of Access for the

customized solutions.



Created transform maps for importing CMDB data.

Developed Catalog Requests and Record Producerswhich includes creating Variables and

Variable sets, designing workflows and execution plans.

Created new Business Rules/Script Includes/Client catalog script/Client Script.

Performed Service Catalog/Change/Incident/Service Level Management Implementation.

Created custom Notifications for Incident/Change/Catalog Request.

Created ACL’s for tables/forms/modules and managed user/group roles.

Conducted review meetings with business users and QA team for the design and

documentation.

Performed Import Export of data sets from Dev to other environments.

Created custom tables, based on business needs.

Created Inbound Email Integrations.


Responsible for on-going enhancement and maintenance of the ServiceNow platform.

Performed core configuration tasks including system policies, business rules and client

scripts.

Created SLAs and participated in running and responsible for closing SLA successfully in

ServiceNow.

Environment: Service now, Java Script, Ajax, Record Producers, Script Include, Client

Scripting, Workflows, Notifications and ACL’s

Genpact India Mar 2013 to Mar 2016

Project 3: CengageServiceNow Developer/AdminProject Description: Implementing Service Request Management from End-to-End

including the integrations with other tools and giving L3 support for the whole Service Catalog

Application including resolving the incidents and problem tickets on Service Catalog.



Responsibilities: Conducted reviewand Project Meetings, analyzing business Requirements, functional

Specifications and performed Service Catalog/Incident/Service Level Management

Implementation.

Responsible for organizing and maintaining all project documentation (project plan,

requirement specifications, design and testing documentation, etc.) on project SharePoint

sites.

Responsible for updating Technical documentation and Standard Operating Procedures

(SOP’s).

Worked across IT and other operations divisions to design, develop, and

implement ServiceNowsolutions consistent with customer requirements.

Development of Service catalog which includes creating new catalog items, designing

workflows and execution plans.

Created functional and technical specifications documents for various ServiceNow modules

Implementation, Customization and Maintenance of ITIL modules such as Incident, Change,

Problem, Knowledge, Service Catalog, CMDB in ServiceNow

Created Service Relationship between Configuration Items (CIs) by using the Business

Service management Maps (BSM).

Worked on Discovery in order to re-locate the devices that were irregularly managed and

found a solution in resolving the issues with using the Discovery tool for a better use.

Worked on Discovery and set up mid servers and check for the connectivity, Became an

expert in troubleshooting Discovery tool.

Installed MID Servers on remote desktop and conducted tests required for Discovery.

Worked on Windows Active Directory automation using ServiceNow Orchestration.

Worked on change management module by enhancing the tool to the stakeholders and

made it easy to understand.


Creating database views to pull the reports on variables which are being used by catalog

items.

Writing Catalog client scripts and UI policies to make client-side changes.



Worked onthe UI pages to use them in catalog items, implemented using UI scripts.

Developed script includes to invoke them in reference qualifiers or variable scripting.

Created different SLA definitions and ACL’s.

Created new Dashboards, Custom Charts, and Reports.

Designed advanced Workflows, along with standard Workflow templates which can be

reused.


Created custom reports through the report module in Service Now.

Project 2: ZoetisServiceNow Developer/AdminProject Description: Complete Implementation of incident, Problem, Asset and

configuration management, also maintaining them. Importing the CI’s from Legacy tools into

asset management and Configuration Management.

Responsibilities: Implemented the Incident and problem Management from the scratch.



Configured the email inbound actions that triggers incident with an email.

Worked on Email logs and troubleshooting on emails with issues.

Created Buttons and context menus both on form and lists using UI actions

Configured SLA’s using SLA definitions for Incident, Catalog Tasks and Catalog Items.

Added the dictionary entries to be listed out in incident list view.

Configured catalog items and adding them to Employee self-service page.

Developed UI policies and UI actions to achieve customer requirements.

Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver

solutions that automate and audit business processes.

Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the

configuration items with no error

Supported the team with improvising the Discovery tool and the configuring the CI's.



Wrote business rules to avoid empty configuration items to be stored in CMDB after

discovery tool runs a scheduled job.

Worked on CMDB and Asset management. Performed Data migration to import data from

other applications and external databases.

Responsible for gathering the requirement from the client and using scrum process we used

to divide the work.

Managed the standards in Queue management and assigning the tickets/tasks in an order.

Responsible for access control, security, minor enhancements such as form or workflow

editing.

Provided the design solution, technical methodologies and processes solution to meet the

customer requirements.

Created data sources and loaded the Service-Now tables with different data formats

Responsible for on-going enhancement and maintenance of the ServiceNow platform.

Involved in working with process owners to develop workflow, implement the workflows in

Service Applications.

Performed Load, manipulate, and maintain data between Service-now and other systems.

Configured Service Level Agreements (SLA’s) to define certain levels of services to incident

management and Service catalogs.

Created ACL’s for tables/forms/modules and managed user/group roles.

Involved in design of the Knowledge Management Portal.

Project 1: DupontServiceNow Developer/AdminProject Description: Involved in implementation and support of enterprise applications

based onITIL framework.Designed, developed and implemented key modules such as

Incidentmanagement, Service Request, Problem management, Change Management,

ServiceCatalog, SLA Configurations, Survey and Content Management.

Responsibilities: Designed a company-wide Service Catalog that offers a collection of services.

Involved in customization of UI for a knowledge base.



Worked on Updating Incident/Problem/Change module based on client feedback.

Service Catalog (Request Item, Order guide and record producer) has been created based

on client requirements. Also, Workflow has been created to support the Approval workflow

and task assignment.

Configured and retrieved the service catalog items from the databases for user friendly in

new CMS UI pages.

Involved in designing, development of Home Page, Place Order for Service Catalog,

Knowledge base, create a service ticket, Schedule a call from the service desk and schedule

a time for solving the issues with one to one personally.

Involved in creating of My Dashboard where it contains My Requests, My Reports of

Incidents and a search bar for searching of Incidents.

Met all Service Level Agreements (SLAs) and delivered all significant result and deadlines.

Part of the technical discussions with BAs and business users to help capture the required

information as part of the defined service catalog templates. Additionally, document the

technical design specifications.

Test and design workflows for Service Request; Review, perform gap analysis and switch

over current delivery plans to workflows, wherever possible.

Support the release cycles including the packaging and migration of the update sets.

Worked with windows team, network team and Asset team to check for the data collected

through discovery is accurate

Created data sources and loaded the Service-Now tables with different data formats

Created transform maps both automatic field mapping and scripting

Creating the UI pages to use them in catalog items, implemented using UI scripts.

Creating Knowledge articles to document the steps in creating the catalog items.


Created custom reports through the report module in Service Now

IHS, Bangalore, India Windows Administrator June2008 to Mar 2013



Responsibilities: Providing L3 level support for Active Directory and other related tools like Quest Recovery

Manager for Active Directory, Quest Change Auditor

Generating the audit evidences through Active Directory, Change Auditor and PowerShell

commands.

Verifying the replication status between Domain Controllers across the forests and

troubleshooting the replication issues.

Provisioning & de-provisioning the active directory accounts, groups, exchange mailboxes,

public folders to end users.

Troubleshooting and resolving the production issues in AD, Exchange systems.

Analyzing the permissions on exchange public folders using the PFDAV Admin tool and

fixing them using the Exchange Management Console.

Analyzing the permissions on exchange public folders using the PFDAVAdmin tool and

fixingthem using the Exchange Management Console.

Provisioning, de-provisioning and troubleshooting RIGHTFAX accounts using RIGHTFAX

tool

Configuring the FTP accounts in IIS Webserver

Creating, maintaining and troubleshooting LDAP accounts through Apache directory studio.

Managing the LDAP instances which were used to integrate with various applications.

Automating the routine production support activities using PowerShell and VB Scripting

Creating shared folders and configuring the DFS (Distributed File System) path for them in

domain level along with appropriate access to end users through AD groups.

Implemented the Incident and problem Management from the scratch.



Configured the email inbound actions that triggers incident with an email.

Worked on Email logs and troubleshooting on emails with issues.

Created Buttons and context menus both on form and lists using UI actions

Configured SLA’s using SLA definitions for Incident, Catalog Tasks and Catalog Items.

Implementing the bulk changes in the production through weekend change window.



Resolving the production issues in Windows environment through Incident Management

process.

Environment: Active Directory, Exchange Management Console 2010/2003, Windows

Server 2008/2003, PowerShell and VB Scripting, ServiceNow Basic ITSM modules.

Educational Qualification:Bachelor of Engineering, Anna University, Chennai, India 2005 – 2008

Certifications: ServiceNow Certified System Administrator. ServiceNow Certified Application Developer. ITIL V3 Foundation Certified.



abhrainc.com · web viewa qualified it professional with 10+years of experience with more than 5...

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