PROFESSIONAL SUMMARY:

• Professional 10 years of IT industry experience in various ITSM frameworks with successful background in requirements gathering, technical documentation, design documentation and expertise in Object Oriented methodologies and ITSM frameworks.
• Direct hands – on experience on various IT Services of ServiceNow tool like Service Catalog Request, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• In-depth technical & functional knowledge of the ITBM implementations of Project Portfolio Management (PPM) and Application Portfolio Management (APM).
• Experience in configuring and customizing all aspects of Service-now like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Expertise in ServiceNow ITSM, GRC, deployment, installation, and maintenance of software as well as data migration and data management
• Functional knowledge and implementation experience of ITSM
• Configured Event Management (ITOM) by configuring Connector Instances and Connector
• Has experience as ServiceNow Business analyst in Support, Implementation and Enhancement Of ITSM modules.
• Experience in CMDB, Discovery and integration with other external
• Worked on GRC application (Governance, risk, and compliance).
• Good Knowledge on Implementing Unified Compliance Framework
• Development of code for UI Pages using Jelly, UI Actions, Script includes, MID Server script include client script, UI Policies, Business Rules, Glide Dialog Window, Glide Dialog Form and Processor.
• Experience across a wide base of modules within ServiceNow, including from the ITOM and ITBM
• Provides daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.
• Proactive in analyzing, coding using JavaScript and understanding the business processes, and ability to adhere to stringent Quality Procedures.
• Implementing system security by using Access Control Lists (ACL).
• Wrote complex transform scripts in transforming the data into the SNOW
• Having experience in implementation of CMDB module using Discovery tool in
• Good experience in CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Strong knowledge in ServiceNow ITSM, ITOM (Discovery, ServiceMapping, Orchestration), HRSD, Asset Management modules with an end to end implementation experience.
• Strong experience in working on user interface applications and professional web applications using HTML, CSS, JavaScript, Angular JS, XML.
• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality..
• Worked with HTML, CSS3, JavaScript, and JQuery to build responsive web
• Experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management.
• Integrated with Active Directory for SSO using SAML 0.
• Configured Applications using Service-Now tool used in ITIL
• Utilized Javascript to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow Berlin/Calgary/Dublin/Eureka/Fuji/Geneva/Helsinki, Manage Now. AI/ML & LLM

Languages: Java, J2EE, SQL, PL/SQL.

Scripting Languages: JavaScript, Jelly Script, HTML, CSS, AJAX, XML, JSON, J Query and Angular JS.

ServiceNow Versions: Helsinki, Istanbul, Jakarta, Kingston, London, Madrid, New York, Orlando, Paris.

Database: Oracle 9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2.

Operating Systems: Windows, UNIX, Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL Plus, SQL Loader. Web/Application Servers: IBM WebSphere 6.x, Web Logic 10, Apache Tomcat Platform: Windows, Linux and UNIX

PROFESSIONAL EXPERIENCE:

Client: Duke Energy Corporation, Charlotte, NC | Dec 2022 – Present Role: Sr. ServiceNow Developer

Responsibilities:

• Implement the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• Involved in instance upgrades (Recently Orlando from New York).
• Involved in Designing, Development and Implementation of Service Portals for customizing portal Pages using Jelly Script and UI Macros.
• Provide integration guidance on ITAM and CMDB projects for system integration
• Worked on development of Service catalog – catalog items, record producers, requirement fulfillment processes, designing workflows
• Leading ServiceNow platform solutions including ITSM, GRC, SecOps, and Asset Management
• Process design of Incident, Change, Problem, Knowledge, Service Catalog, CMDB and Asset
• Good understanding and hands-on experience with Git, Kubernetes, Docker, ServiceNow, GCP, Azure and AWS.
• Used Bootstrap, Angularjs in effective web design
• Configured advanced functions of Office 365 including security, governance, and compliance (e.g., DLP, IRM, MDM, E-Discovery, In-Place Hold, Retention Tags, and Encryption).
• Integration with third party applications using Web services Integrations (SOAP, REST).
• Created Email Templates and Email
• Implemented ServiceNow Discovery to populate the CMDB and make ServiceNow CMDB as true source of data. This includes developing and implementing
• Developed the IRM capability within the group through and emphasizing its cause
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, third-party software integration, implementing new functionality, homepage customization.
• Implementation of the HRSD module, Software asset management (SAM), hardware asset Management (HAM) in the service now application
• Imported Project (PPM module) data from old instance to new
• Involved in implementation of CSM setup and integrating CSM with Seibel/CRM
• Added ACLs on project table to allow ITIL users to read project
• Manage MCP transition into new enterprises IRM
• Configured Event Management (ITOM) by configuring Connector Instances and Connector
• Successfully integrated HRSD with other ServiceNow modules, such as IT Service Management (ITSM) and Customer Service Management (CSM), fostering cross-departmental collaboration.
• Create new service catalogs (used variables, variable sets).
• Created workflows for service catalogs and made changes to Change request
• Maintain integrity of the multiple instances of Service-
• Involved in Administration tasks like creating reports, user administration, Moving update
• Assist with audit preparation and execution. Backup for IRM support of PRC applications
• Created several workflows for ITSM, Service Catalogs, GRC, Security Operations, Performance Analytics and HRSD.
• Created new CMDB CI classes by extending Business services and defined ci
• Executed multiple implementation projects on ServiceNow Non-ITSM modules (CSM, SecOps, GRC).
• Integrated LLM into ServiceNow’s chatbot framework to enhance natural language understanding (NLU) and improve customer interaction quality.
• GRC implementation; automation; experience with GRC RAR, CUP, and SAP CUA (Central User Administration) integration with SAP GRC.
• Implemented JIRA integration using Integration
• Build process roadmaps for ITAM, and CMDB
• Provide integration guidance on ITAM and CMDB projects for system integration
• Design and implement business solutions on the ServiceNow ITSM
• Designed email templates by using html and jelly script and used them in
• Good hands-on experience on ITIL, ITSM framework, strong understanding of the ITIL framework and all phases of the service lifecycle.
• Build a process and ownership of APM/TPM in

Environment: Service Now, AWS, Azure, Problem Management, HTML, Java script, CSS, jQuery, Self ServicePortal, Predictive Intelligence (PI), jQuery, VBScript, CMDB, Service Catalog, GRC, SecOps, Incident Management, Configuration Management, ITOM, Service Request, Ajax, ITIL, HRSD, ITBM, Discovery, Python,JavaScript, CMS, VBScript, UI actions, ITAM.

Client: USAA, San Antonio, TX || Sep 2019 – Nov 2022 Role: ServiceNow Developer

Responsibilities:

• Attended review meetings and project meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog, Incident, Problem and Service Level Management
• Configuration and customization of Help Desk and different Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Created Data Sources for various external Used Import sets and Transform maps to import data into Service Now.
• Assisted in charting out a plan for IRM assessment and Planned its execution to Evergreen phase
• Responsible technical documentation for Configuration, Customization, Integration with External Services, Administration Service Now processes.
• GRC implementation; automation; experience with GRC RAR, CUP, and SAP CUA (Central User Administration) Integration with SAP GRC.
• Configured and customized new and existing CMS modules, CMDB, ppm, SAM &
• Implementation of GRC tools: password self-service, GRC audit reports, GRC dashboards and
• Actively participated in continuous improvement initiatives by gathering user feedback and making enhancements to HRSD processes.
• Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for new employee hire onboarding request.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into Service Now.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as ITSM/ ITOM – Incident Management, Problem Management, Change Management, Event Management, and SCCM integration service , ITOM, ITSM, CMDB, PPM, SNOW , Reporting, CMDB and Service Catalog in ServiceNow .
• Implementation of Information Risk Management (IRM) processes using a GRC tool like Grid and
• Implementing ITAM processes, policies and
• Assessing existing ITAM systems for
• Involved in creation of development of integration from service now instance to
• Added ACLs on tables to restrict the access to
• Used HTML5, CSS3, AJAX, JQUERY, JSON and Bootstrap to develop view
• Worked on the Dublin version and in the process of migrating to
• Experienced in managing client scripts, UI policies, UI actions and Data

Experience in loading assets into SNOW from third party system using Web Services and Import Sets. Environment: ServiceNow, JavaScript, Jelly Script, Java, Oracle, SQL, PL/SQL, MySQL, HTML, HTML5, CSS, AJAX, XML, JSON, J Query, Angular JS, SNOW DB, Web Services, SOAP, ITIL, ITSM, Jira.

Client: Sony Music New York City, NY| Jan 2017– Aug 2019 Role: ServiceNow Developer/Administrator Responsibilities:

• Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow Jakarta. ServiceNow ITBM and project management, ITOM Network layout for standard email configuration Basic email services and features Mail servers maintained by
• Runtime plugin enables and other applications on the ServiceNow platform to automate tasks, The Management, Instrumentation, and Discovery (MID) Server is a Java application that runs as a Windows service or UNIX daemon on a server
• Specify how the incident affects your work and the work of others, including customers, Clarizen
• Develop / Configure workflows, forms, and underlying logic using SCRUM / Agile
• Worked on loading the data into ServiceNow using import
• Oversaw ServiceNow modules for service mapping, discovery, CMDB, event management, ITSM, ITBM, ITAM, GRC, SecOps, HRSD, and ITOM.
• Configured, administered, and customized ServiceNow Vancouver
• Integrated System ServiceNow Nuvolo for IT equipment
• Automated HRSD processes using flow charts and new recruit
• Imported Configuration Items (CI) from third party applications using import set
• Involved in migration between various ServiceNow instances using Update
• Loaded assets into SNOW from third party system using Web Services and Import
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL
• Creating custom UI pages using Jelly scripting in ServiceNow
• Creating multiple control conditional expressions using jelly scripting and other jelly tags. Environment: Agile/Scrum, ServiceNow Geneva; Jakarta, XML, SQL, DISCOVERY, HTML, Angular, SOAP, REST, PPM, JavaScript, Incident Management, Change Management, Problem Management, Jelly Scripting, SCCM, Windows 7

Client: Cigna HealthCare Services Bloomfield, CT| Oct 2014 – Dec 2016 Role: ServiceNow/Java Developer

Responsibilities:

• Created functional and technical specifications documents for various ServiceNow
• Created various ServiceNow applications, modules, and tables as per
• Developed Service catalog by creating new catalog items, designing workflows and execution
• Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions, UI Policies in the ServiceNow.
• Created server-side scripts and client-side scripts, script includes scripted Web
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in ServiceNow.
• Greatly involved in Incident Management Process like Identifying, logging, categorizing and prioritization of Incidents.
• Worked on Prioritizing of Incidents by Impact, Urgency and
• Involved in LDAP integration with ServiceNow for obtaining users and
• Integrated with Remedy using Web Services and File Import
• Experienced in web development (UI) using HTML 5, CSS 3, Angular JS and
• Developed Web pages using HTML, CSS and
• Worked on development of Service catalog – catalog items, record producers, requirement fulfillment processes, designing workflows
• Worked on Glide Ajax and Glide Records for scripting and UI

Worked with analyst to analyze functional requirements within ServiceNow for Customer Service Management (CSM).

Environment: ServiceNow, ITIL, Java, J2EE, JavaScript, MS SQL, MySQL, DB2, Oracle, JellyBeans, Web Services, XML, DHTML, JQuery.