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NAME Summary -
An ambitious and optimistic Engineer with over 3 and half years of hands on experience in the IT industry involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service-Now).
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Solid working experience on different modules of ServiceNow.
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Good knowledge and understanding of ITIL process.
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Knowledge of multiple technologies and frameworks.
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Enhanced personal skills by continually taking web-based training and off-site courses.
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Currently working as a Technical lead in Cognizant Technology solutions.
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Tremendous problem solving and troubleshooting skills, leadership qualities, strong analytical, organizational, multitasking, execution skills and presentation skills with ability to co-ordinate activities and interact with end users in a fast paced team environment and ensure delivery within time frame.
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Magnificent verbal and written Communication, Strong experience interacting with clients, end-users, requirement gathering, understanding requirements, analyzing solutions. Ability to work in tight schedules, mentor and team player with strong aptitude towards interpersonal communication with ability to work in team and independently.
ServiceNow Experience:
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Consultation, Implementation, design and development.
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A ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Knowledge Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
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Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
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Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
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Post roll out production support. Experience of handling Bug Fixes and Enhancement requests
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Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc...
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Expert in JavaScript, JQuery, prototype and Jelly scripting used in ServiceNow.
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Knowledge of working with different kind of scripts in ServiceNow and their order of execution.
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Experience working with email notifications, inbound actions, reports, gauges, and home pages.
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Experience on creation of catalog items, wizards, record producers, interceptors, user guide.
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Working on creation and customization of complex workflows and custom workflow activities.
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Worked with transform maps, data sources and different transform scripts for data loads and management.
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Working with schedule jobs, events and triggers to manage business needs and handle background work.
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Working with complex UI customization, BMC map customization and UI macros.
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Expertise in writing SQL Queries, Dynamic-queries, sub-queries and complex joins for generating Complex Stored Procedures, Triggers, User-defined Functions, Views and Cursors.
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Appreciated for suggesting and successfully implementing performance changes throughout different modules of ServiceNow by converting sync server calls to async and use of scratchpad.
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Experience with implementing configurable SLA management and License management.
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Developing Functional and Technical Specifications and provide User Training.
Integrations Done:
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ServiceNow - Web service integration (inbound and outbound) with third party application such as netcool Tool, isac, Demax, Telaris etc.
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CMS integration through UI pages with Mind Align communicator and user complaint site (Assist).
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Integration with processors and URL with Avaya business communication system.
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LDAP integration.
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Email integration
Major implementations:
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Hawkeye a monitoring system for all scripts and objects created in ServiceNow to help developers to search and debug easily. Also monitors performance issues in script.
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XML sync application to pass any records or data from one environment to other easily and automatically with the help of xml.
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User reporting application to report users logged in with regions, BU, code etc. and also monitors terminated users.
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Overall performance changes by making sync scripts to async and use of scratch pad.
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Restricted and Major incident functionalities for user security and urgency.
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Working on converting a running customer complaint site in php to ServiceNow CMS project.
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Proposed and implemented a generic soap service for use by any catalog item integration with third part tool by mean of easy configurations from client side.
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Configurable SLA implementation in Incident and service catalog management based on user defined parameters.
Certifications -
Service-Now Implementation Specialist
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Service-Now Admin
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ITIL Certification
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J2EE and Java from ATS InfoTech Pune.
Achievements: -
Individual contributor award in 2011.
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Customer satisfaction and commitment award in 2013.
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Many monthly awards for different contributions towards project.
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Awards for innovation and CSI.
Programming and Software Skills:
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Primary skill
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ServiceNow(ITSM) Development & Implementation
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Scripting
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JavaScript, jQuery, Prototype, Jelly scripting, VB scripting
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Languages
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Java, J2ee, VB, C, C++, HTML, .net, Android Basic.
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Tools
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Net Beans, Eclipse, Toad
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Database
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Oracle, MY SQL, MS-Access
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Technologies
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JSP, Servlet, Struts, hibernate, spring, JDBC, EJB
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Professional Experience:
Employer: [COMPANY NAME]
Designation: Technical Lead
Duration: 2011 – Till date
Location: Pune (Maharashtra)
Cognizant Technology Solutions is an American multinational corporation that provides custom information technology, consulting and business process outsourcing services. It is headquartered in Teaneck, New Jersey, United States. Cognizant is included in the NASDAQ-100 and the S&P 500 indices.
Projects:
Project: CS DevOffShore
Role: ServiceNow Consultant and Developer
Tool: Service-now
Duration: 2014 – Till Date
Client: CS (Credit Suisse)
Credit Suisse Group is a Switzerland-based multinational financial services holding company, headquartered in Zürich that operates the Credit Suisse Bank and other financial services Investments. The Company has been identified as one of the world's most important banks, upon which international financial stability depends. The bank is also one of Fortune Magazine's most admired companies. Credit Suisse has been recognized as the world's best private bank by Euromoney's Global Private Banking Survey and as the best European Equity Manager by Global Investors.In polls by Euromoney, it has been ranked as the top private bank and the best bank in Switzerland.In 2005 Credit Suisse was ranked as the second best prime broker by Institutional Investor.
Responsibilities:
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Service-Now consultation and implementation.
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Working with and functional requirements within ServiceNow for CMS, Catalog Management, Incident, Web services and interfaces
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Grooming new comers and sharing knowledge.
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Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions
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Facilitating rollout of new applications and modules.
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Application UI Configuration
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Scripting and advanced conditioning
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Documentation of changes and new development as technical and functional specs.
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Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
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Service Catalog and Request Workflow Design and Configuration.
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Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
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Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
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Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML and XHTML.
Project: UBS IT IS ESM
Role: ServiceNow Developer
Tool: Service-now
Duration: 2012 – 2014
Client: UBS (United Bank of Switzerland)
UBS AG is a Swiss global financial services company with its headquarters in Basel and Zürich, Switzerland. The company provides investment banking, asset management, and wealth management services for private, corporate, and institutional clients worldwide. UBS is the biggest bank in Switzerland, operating in more than 50 countries with about 60,000 employees around the world. It is considered the world's largest manager of private wealth assets, with over CHF2.2 trillion in invested assets, and is a leading provider of retail banking and commercial banking services in Switzerland.
Responsibilities:
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Service-Now implementation and development.
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Working with and functional requirements within ServiceNow for CMS, Request Management, Incident, Problem, Knowledge, Change, Core Platform, Web services, interfaces etc.
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Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions
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Facilitating rollout of new applications and modules.
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Application UI Configuration
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Scripting and advanced conditioning
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Proposing new CSI and business solutions within ServiceNow to benefit customers.
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Documentation of changes and new development as technical and functional specs.
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Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
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Service Catalog and Request Workflow Design and Configuration.
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Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
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Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
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Working on Report, dashboard designing.
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Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML and XHTML.
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Production release support.
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Deployment and L3 support.
Project: IT IS-Offshore
Role: Programmer analyst
Technology: JSP, Servlet
Duration: 2011 – 2012
Client: Cognizant (Internal)
Responsibilities:
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Developing and managing java based website.
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Working with JSP, HTML and Servlet.
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Providing user friendly UI to user
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Fixing bugs.
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Working on user requirements.
Education:
Bachelor of Engineering – G.H.Raisoni College of Engineering (Autonomous Institute), Nagpur ▪ 2011
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