As a part of global alignment in our client organization, we have reverted the customization for all the application and almost moved closer to OOB Responsibilities Reverted all of the customization to OOB and incorporated those requirement with Service now OOB feature itself. Documentation of changes that is being reverted with technical and functional specifications. Involved meeting with stake holders and resolving their concerns on moving to OOB Worked on Kingston upgrade and RTB (Enhancement, Incident and Task) Bug fixing and part of regression testing of the integration.

Using service portal allows us to create and modify the portals for the end users that allows us to build a mobile friendly self-service experience for end users with rich user experience. Responsibilities Hands on Experience with customization of the existing widget and enabling the existing client script to get supported in portal. Complete ITSM and building email notifications, email templates in multiple languages, UI Actions, Script Includes, Business rules and Tables as per Client requirement. Documentation of changes and enhancement made in the module with technical and functional specifications. Bug fixing and part of regression testing of the integration.

Equipment engineering is an application developed for Engineering users in certain locations to their track day to day work in Service-now. New tables for categories and routing are created along with separate workflow as per requirement. Responsibilities Design and Implement new module called Equipment engineering in Service-now and provide access to users with specific role created. Providing module visibility based on roles and controls form actions using ACLs. Working with record producer and form layout designs to provide good UI experience to end users. Handling events, email templates and email notifications to trigger emails to users for different conditions. Working with functional requirements such as forms, tables, multiple UI actions, UI Pages, UI Policies, ACLs, Client scripts, Workflows, etc., Working on Report, dashboard designing.

Scripted Web Services allow a ServiceNow administrator to create new web services that are not addressed by the system. You can define input and output parameters for the web service and use JavaScript to perform operations. This project includes creation of various scripted web services to create request, cancel request, update comments in task and to search and return task status for different catalog items. Also creation of separate table to store the Generic user IDs created for the purpose of Integration with third party tool. Responsibilities Design and implement scripted web services to create new service request, cancel request, update comments and to search service request. Working with functional requirements with service-now for Catalog management, web services and email integrations. Service Catalog and Request Workflow Design and Configuration. Working with scripts to process the incoming request and output the response to third party system. Design of WSDL and providing Integration access to third party tool by creating Generic Id in Service-now and maintaining the same in Integration table. Testing and bug fixing. Documentation of technical and functional specification and sharing the knowledge with team.

Workday, Inc. is an on demand (cloud-based) financial management and human capital management software vendor. It targets the customers of rivals Oracle or SAP. In May 2008, Workday signed a large contract with Flextronics to provide human capital management software services. HR Exit project in Service-now is a conversion of Manual efforts to computerized one. This project includes integration of Service-now with Workday tool to implement the complete process of HR Exit in Service-now. Responsibilities Integrated the workday system with service-now via SOAP Inbound Web Service and REST Outbound Web service. Created transform map to map the data from a staging table to the target table and validate fields in the transform map. Working with functional requirements within ServiceNow for new Application creation, Email integrations, inbound email actions, Web services and interfaces. Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions. Facilitating rollout of new applications and modules. Documentation of changes and new development as technical and functional specs. Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Actions, UI Pages, Script Includes, Workflows and Access Control Lists.

Upgrading is the act of moving to a release that is in a different family than your current release. Each ServiceNow release includes major additions and Upgrading implements enhancements to all features that are part of the base system or are already active, unless the feature is customized on your instance. Responsibilities Part of various releases of Service-now system including Calgary, Dublin, Eureka, Geneva and Helsinki, Jakarta, Kingston, London, Madrid. Working with Preparation of an upgrade to an instance by creating Upgrade planning checklist and deadlines. Involves in instance validation of sub-production instance before and after upgrading to new release. Review working module of all the applications in an instance and create test cases for all the modules in Service-now. Clone Production instance over Sub-production instance to validate the features of an upgrade with accurate results. Defect tracking, identify root causes and bug fixes. Create update sets to capture fixes and apply the same to Production instance post upgrade. Document test cases with screenshots for reference for both Pass and Failure cases. Track failure cases with auto generated request created using Test Case Module. Post upgrade smoke testing and working with extended team for confirmation and bug fixes if any.

Email Integration is a method of transferring information from an email to a ServiceNow application using inbound email actions. Inbound email actions enable an administrator to define the actions ServiceNow takes when receiving email. Incident and Service request surveys in Service-now has been designed with the help of email integration as part of this project. Responsibilities Working with creation of User friendly and attractive survey Notification email templates using HTML to improve the survey response rate and to exclude the empty survey ratings. Design of Task based survey instead of Request based survey. Working with inbound email actions for receiving the response survey emails, process it and update the survey ratings to specific table for reporting purpose. Handling creation of new events, email notifications, email templates, UI Action, Script Includes, Business rules and Tables etc., Design and implementation of Remainder survey notification with the help of scheduled script execution and UI Actions for Resend survey button in the forms for easy access to the users. Documentation of changes and enhancement made in the module with technical and functional specifications. Bug fixing and part of regression testing of the integration.

• Certified ServiceNow Administrator and Implementation Specialist
• 7+ years of experience as a ServiceNow Developer and Admin (Versions: Aspen, Calgary, Dublin, Eureka and Fuji with hands-on experience)
• 2+ years of experience as a Java Developer.
• Configuration of Incident management, Service Request management, Problem management, Change management, Knowledge management, Service Level management, Asset and CMDB management, Survey management in Service-Now
• Worked in Alarmpoint Integration, Workday Service-Now Integration, Wipro Remedy Service-Now Integration, LDAP Integration, HP uCMDB integration.
• Custom Applications like Global HR Exit Process developed in Service-Now.
• Modules worked: Business Rules, Client Scripts, Script Includes, UI Policies, Data Policies, UI Actions, UI Pages, UI Macros, Scheduled Jobs, Inbound Actions, Email Scripting, ACLs, Reports, Transform Maps and Scripting, Web Services SOAP and REST, Workflows and Workflow scripts

Modules worked: Business Rules, Client Scripts, Script Includes, UI Policies, Data Policies, UI Actions, UI Pages, UI Macros, Scheduled Jobs, Inbound Actions, Email Scripting, ACLs, Reports, Transform Maps and Scripting, Web Services SOAP and REST, Workflows and Workflow scripts

Implementation of Service portal from a heavily customized CMS pages