Vinod Kumar
[email protected]
ServiceNow Admin/Developer
PROFESSIONAL SUMMARY
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Overall 8 Years of Information Technology experience, 5 years of hands on experience
of experience as a Servicenow developer and administrator.
Experience in Configuring Applications using Servicenow tool, used in ITIL
Management. Strong understanding of ITIL V3. Deep functional and technical
knowledge of the Servicenow platform as well as experience delivering medium to largescale Service Now implementations.
A Servicenow Technology Analyst with experience on implementing end-to-end Service
Catalog, Incident Management, Configuration & Asset Management, Change
Management and Release Management with extensive knowledge on Content
Management System.
Experience in Service Management and Service Delivery Process. (ITIL Frame Work)
Generated JavaScript to create Business Rules, Client Scripts, UI Policies and UI
Actions.
Extensive development in our Servicenow platform including creation and customization
of our Incident, Request, Service Change, Service Level, Knowledge and Configuration
(CMDB) applications and processes.
Strong experience in working on user interface applications and professional web
applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JQUERY, JSON, AJAX,
Bootstrap and XML.
Developing JavaScript and configuring Workflows to implement additional features,
customizations and enable the process flow.
Experience in configuring the Incident Management, Problem Management, Change
Management, Asset Management, Service Request Management applications and BMC
Atrium CMDB.
Expert in Designing, Developing, Maintaining, and Optimizing the Universes using
Designer module Configuration, Web Services, Catalog client Scripting, SOAP,
Developing complex workflows.
Experience in designing, developing, customizing & administering ITSM suite of
applications.
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Experienced with design and deployment of middleware and applications running
in VMware Infrastructure.
Experienced in Design, development and testing of web application and integration
projects using technologies such as Core Java, JDBC and MVC framework.
Creating catalog items and creating record producers in service catalog.
Expertise in PPM module and created different project portfolios in Servicenow.
Configured LDAP Server, for pulling user and group data from Active Directory.
Working experience of various phases of SDLC such as Requirement Analysis, Design,
Code Construction and Test.
Provided assistance to clients with thoughtful experience and excellent communication
skills with outstanding skills in problem solving and analysis.
Excellent work ethics, self-motivated, quick learner and team oriented.
TECHNICAL SKILLS
ServiceNow
ITSM Tools
Berlin/Calgary/Dublin/Eureka/Fuji,
Manage Now, ITSM Suite, HP Service Manager,
HP Asset Manager and BMC Remedy.
SQL,PL/SQL,XML, Shell Scripting, JavaScript,
Languages
VBScript, HTML, Jelly, J2EE, C, C++
Oracle
Database
8.x/9i/10g/11g,
SQL
Server
2000/2005/2012, MySQL 5.0/4.1, MS Access,
DB2
Operating Systems
Windows, Unix, Linux
Quest TOAD, OEM, SQL Developer, PL/SQL
developer,
Tools
SQL*Plus,
SQL*Loader,
Crystal
Reports 10, Crystal Enterprise XI, Business
Objects, Erwin, MS Office, MS Visio WINSQL,
WINSCP
PROFESSIONAL EXPERIENCE
Client: General Electronics, Louisville, KY
May 2015 - Till date
Role: ServiceNow Developer/Admin
Description: General Electric (GE) is an American multinational conglomerate corporation
incorporated in New York. The company operates through the following segments: Power &
Water, Oil and Gas, Aviation, Healthcare, Transportation and Capital which cater to the needs
of Financial services, Medical devices, Life Sciences, Pharmaceutical, Automotive, Software
Development and Engineering industries. The company was listed the fourth-largest in the world
among the Forbes Global 2000
Responsibilities:
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Worked on end to end implementation of CTI Integration. Supported the team with the
work flow of the integrations.
Designed and delivered technical methodologies around the Servicenow platform.
Gathered
requirement
from
stake
holders
for
attributes
needed
to
develop Service Catalog items.
Worked with clients to assess current state processes and tools, defined Servicenow
requirements and developed and configured the Servicenow platform.
Worked on CMDB and Asset management. Performed Data migration to import data
from other applications and external databases.
Worked on various modules of Service Now like Incident management, Change
management, and Problem management, Service catalog, User Administration,
Reporting and Discovery.
Created various front end forms, and associated Client Scripts, UI policies, including
advanced customizations that require modification of UI Pages/Macros.
Designed Workflows, along with standard Workflow templates which can be reused.
Supported the team responsible for the implementation and administration of
the Servicenow installation, including managing system configurations, gathered and
documented user and process requirements, developed workflow customizations, and
performed quality assurance testing and user acceptance testing.
Strong knowledge of the Server side scripting Business rules and Script Includes.
Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
Implemented JDBC Export to execute custom SQL queries in the target database based
on requirement.
Created Data Sources from various external applications, scripts to parse incoming data
and transform into Servicenow.
Developed reports as per requirements from management.
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Documented all implementations and best practices defined within team.
Trained Service Desk team and organized meetings to review content and testing efforts
for testing in UAT for quarterly releases.
Currently working to develop new service catalog items and fix bugs in incident,
problem and change management.
Environment: Java Script, JSON, Prototype, Web services, SOAP, SQL, XML, HTML,
iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.
Client: QBE North America,WI
Role: ServiceNow Developer/Admin
May 2014 – April 2015
Responsibilities:
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Implementation, Customization and Maintenance of ITIL modules such as Incident,
Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
Worked on change management module by enhancing the tool to the stakeholders and
made it easy to understand.
Development of Service catalog which includes creating new catalog items, designing
workflows and execution plans.
Loaded Configuration Items (CIs) from Excel files into ServiceNow using import sets
and Transform Maps.
Created
functional
and
technical
specifications
documents
for
various Servicenow modules.
Coordinating the instance upgrade activities.
Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions
and Data Policies.
Involved in cloning activities like raising the request for cloning and excluding some
tables to not come under cloning.
Worked on CMDB from the scratch.
Created CI relationships and Suggested CI Relationships.
Configured multiple forms for Asset module using Configuration Management
Database.
Created workflows for Standard catalog items, Non Standard catalog item and Change
approval process.
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.
Working on different kinds of variables and variable sets
Created both inbound Scripted Web Services and inbound Email Actions to create
incidents from Emails.
Worked on Web Services using SOAP Messages and called third party. Good
understanding of WSDL, XML.
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Integrated with Active Directory for SSO using SAML 2.0
Configured multiple Catalog Items Front-end web / GUI components using JavaScript,
CSS, and HTML5.
Worked on UI Macros to create pages as templates on requirement from the stake
holders.
Resolving typical Users access and roles issues by checking active directory and users
table.
Pulling 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.
Writing Catalog client scripts and UI policies to make client side changes.
Working on order guides, to arrange them in sequential order to make the user
comfortable while raising a request.
Re-designed workflows using workflow editor, Reconciled complicated workflows to
simpler form.
Writing script includes invoking them in reference qualifiers or variable scripting.
Environment: Service Now, JavaScript, HTML 5
Client: State Street Corporation, Boston, MA
May 2013 – April 2014
Role: ServiceNow Developer/Admin
Description: State Street Corporation, known as State Street, is an American worldwide
financial services holding company. State Street is organized into three main divisions. The
Global Services business is a custodian bank with $28 trillion (USD) of assets under custody and
administration. The Global Advisors business provides investment management services and has
$2.45 trillion (USD) of assets under management. The Global Markets business offers
investment research and trading services to institutional investors.
Responsibilities:
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Involved in requirement gathering sessions with the client and created the specification
documents (technical and functional) as per the requirements.
Created the new Applications and Modules in Servicenow.
Performed in integration of Servicenow with Oracle SOA Web Services.
Deployment in migration between various environments in Servicenow using Update
Sets and Import Sets.
Responsible in various upgrade and migration activities.
Involved in customizing the form design and layout for Incident, Problem and Change
Management Processes.
Worked on customizing Incident, Problem and Change management screens using Client
Scripts, UI Policies, UI Actions and Business Rules.
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Designed the Content Management System for Varian system involving layout, CSS
and service catalog work.
Created
various
workflows
for
Incident,
Problem,
and
Change
Management Service Requests.
The service we also provide to clients is a semi managed service for administering
their Service desks that has been implemented. This includes various administration
tasks within Service desk software.
Created Buttons and context menus both on form and lists using UI actions.
Designed many email templates by using html and jelly scripting and used them in
notifications.
Worked with windows team, network team and Asset team in order to check for the data
collected through discovery is accurate
Written script includes and invoked them in business rules and client scripts.
Imported Configuration Items (CI) from third party applications using import set
tables.
Created data sources and loaded the Servicenow tables with different data formats.
Configure transform maps both automatic field mapping and scripting.
Worked on the integration of Servicenow with Siebel, integrated Service Catalog and
Incident module.
Expertise in setting up the SLAs as per the requirements.
Involved in Service Catalog and Request Workflow Design and Configuration
Knowledge in loading of data into CMDB using discovery and file imports.
Worked on DISCOVERY and set up mid servers and check for the connectivity.
Experience on configuring rules for auto incident creation via Remedy SPI as per the
requirement placed by various client teams.
Worked on the Calgary and Dublin Versions of Service Now
Environment: Service Now, AJAX, JavaScript, CSS, XML, HTML, and XHTML.
Client: Wellington Management, Marlborough, MA
March 2012 –April 2013
Role: Service Now Developer
Description: Wellington Management is a far reaching speculation administration abilities that
traverse almost all fragments of the worldwide capital markets. The speculation arrangements,
custom-made to the one of a kind return and hazard destinations of institutional customers in
more than 55 nations, draw on a strong assemblage of restrictive exploration and a shared
society that empowers autonomous thought and sound verbal confrontation. As a private
organization, we trust our proprietorship structure cultivates a long haul see that adjusts our
viewpoints to those of our customers.
Responsibilities:
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Development of Service catalog which includes creating new catalog items, designing.
Work flows and execution plans.
Maintained business services and configuration item relationships in ServiceNow tool.
Implementation, Customization and Maintenance of ITIL modules such as Incident,
Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
Developed necessary development documentation as needed (e.g. technical
design, developer notes, etc.)
Gathered
requirement
from
stake
holders
for
attributes
needed
to
develop Service Catalog items.
Performed core configuration tasks including system policies, business rules and client
scripts.
Managed users, groups and roles.
Configured multiple Catalog Items Front-end web / GUI components using JavaScript,
SOAP, Web services, CSS, HTML5.
Creates Workflow activities and approvals, implement new workflows that use a variety
of activities to understand how records are generated from workflows.
Performed migration activities (Dev to QA, QA to Prod).
Coordinated Service Catalog options, including two-step checkout, cart controls, and
variables.
Investigated performance issues, learnt troubleshooting tools, and used system logs to
find issues.
Developed and improved user systems procedures, and prepared systems documentation.
Managed all Change Management Information (ServiceNow).
Established and maintained effective communications with customers, other technology
specialists, and vendors about services.
Developed Service Catalog items based on the requirement provided by the
stakeholders.
Created notifications based on user requirements and also configured inbound email
actions to create incidents or requests.
Environment: Java Script, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML,
iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.
Client: AGCO - Duluth, GA
Aug 2010 – Feb 2012
Role: ServiceNow Developer
Description: AGCO is a global leader in the design, manufacture and distribution of agricultural
solutions and supports more productive farming through its full line of equipment and related
services. AGCO products are sold through five core brands, Challenger, Fendt, GSI, Massey
Ferguson and Valtra, supported by Fuse precision technologies and farm optimization services,
and are distributed globally through a combination of approximately 3,000 independent dealers
and distributors in more than 140 countries.
Responsibilities:
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Implementation, Customization and Maintenance of ITIL modules such as Incident,
Change, Problem, Knowledge, Service Catalog, CMDB in Servicenow.
Worked as an administrator to look after the day to tickets and resolve them on priority
basis.
Working on JAVASCRIPT, AJAX, and GLIDESCRIPT to run Workflows, Business
Rules and UI Polices.
Coordinating the instance upgrade activities.
Development of Service catalog which includes creating new catalog items, designing
workflows and execution plans.
Configured multiple Catalog Items Front-end web / GUI components using
JavaScript, SOAP, Web services, CSS, HTML5.
Developed On-Boarding and Off-Boarding service catalog and automated the process of
removing access for all the applications the user was given access to.
Worked on Discovery to update and insert computer related information on a regular
basis.
Worked on LDAP integration to update the users and groups.
Writing Catalog client scripts and UI policies to make client side changes.
Implementing 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.
Worked on CMDB and Asset management.
Creation of Email Notifications and Inbound Actions.
Development of SLA for the organizations Implementation of ACL.
Performed code migration using Update Sets.
Developed Import Sets to import data from different Sources. Developed Transform
maps to map values between Import Set and Servicenow tables.
Created all the reports of Incidents, problem and change management.
Assigned designation roles for the user and gave access to the users.
Environment: Service Now, JavaScript, HTML 5, Web services, Windows 7.
Client: Qualcomm India Pvt. Ltd, Bangalore, India
Role: Web Developer
July 2008 – June 2010
Description: Qualcomm India Private Limited develops wireless technologies for customers in
India. Its products and services include processors for mobile devices; and Vuforia, a software
platform that uses computer vision-based image recognition to allow users to write a single
native app that can reach various users across a range of smartphones and tablets. The company
was founded in 1996 and is based in Hyderabad, India. Qualcomm India Private Limited
operates as a subsidiary of QUALCOMM Incorporated.
Responsibilities:
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Involved in Requirements and Analysis: Understanding the requirements of the client
and the flow of the application as well as the application Framework.
Defined and developed the application's presentation layer using HTML, CSS3,
JavaScript and jQuery Scripting.
Redesigned pages to improve application design and UI to attract the customers by
taking inputs from senior management.
Defined the site layout and developed Wireframes using Adobe Illustrator.
Implemented AJAX functionality using JQUERY, JSON and XML.
Created and developed the web-page layout and positioned/developed design elements,
using Dreamweaver, HTML and Adobe Photoshop.
Designed DOM based interactive to reprogram selected links and adopted WCAG 2.0
standards for HTML and XHTML and W3C standards for CSS as well.
Worked on prototypes for Responsive design.
Environment: JAVA, J2EE, HTML, JQUERY, AJAX, CSS3, XML, JavaScript, Dreamweaver,
JSP.
EDUCATION
Bachelor of Technology in Computer Science from JNTU, Hyderabad, India