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Emma
emmaservicenow@gmail.com
571-367-3098
Arlington, VA 22246
SERVICENOW SENIOR DEVELOPER/ ARCHITECT
8 years experience W2
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Summary

8 years of experience in IT industry and 6 years of experience in application development and ServiceNow suite developer, architect and administrator.

  • 4 years of experience as a web/integration developer using Java technologies.
  • Worked on almost all the versions of service now including Istanbul, Jakarta, Kingston and have in depth knowledge of the version London.
  • Hands on experience in creating the custom Applications, Modules in ServiceNow and the various customization as per the client's requirements. Functional knowledge and implementation of ITSM framework.
  • Experience in working with UI Actions, UI Policies in ServiceNow. Change management experience using Update Sets, Import Sets in ServiceNow.
  • Worked with ServiceNow tools such as Service Catalog Requests, Hardware and Software Asset Management, Configuration Management, Content Management System, Service Portals, Discovery, Field Service Management, Performance Analytics, incident, Problem, Knowledge, Reporting, Gauges, Integration with Web Services Orchestration (PowerShell and Puppet), Performance analytics, Project Portfolio Management, ServiceNow Administration
  • Experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow.
  • Experience in working with the workflows using ServiceNow workflow editor.
  • Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
  • Created of service catalog items in ServiceNow and maintain self-service portals.
  • Experienced in CMDB and Asset Management Services: Business Services and Configuration item relationships
  • Experienced working with DISCOVERY tool. Defined and configured DISCOVERY schedules and set up and configured MID servers and check for the connectivity.
  • Load configuration info to CMDB using discovery.
  • Strong experience in working with Scripted Web services
  • Hands on experience in web development using HTML, JavaScript, Jelly and CSS. Expertise in web based development languages such as JavaScript, HTML, CSS, HTTP etc.
  • Experience in working on SQL queries, SQL Tuning, PL/SQL Tuning.
  • Functional knowledge and implementation experience of ITSM frameworks.
  • Experience in configuring the SLAs for various ITIL processes as per the client requirements. Good knowledge of ITIL version 3 and project life cycle.
  • Experience in working on the ITIL Process Configuration like Incident, Problem, Change Management, Knowledge Management and Reporting in ServiceNow.
  • Familiarized with Agile methods.
  • Well versed in Database Administration and Management.
  • Strong analytical and problem solving skills.
  • Good time management skills and detail oriented.
  • Experience with HR service delivery
  • Worked with ServiceNow integration solutions such as LDAP, JDBC, web service, REST, MID server
  • Also have in depth knowledge of direct webs service API ServiceNow, SOAP & WSDL. Worked with rest, get post using basic HTTP authentication
  • Development of the ITOM modules such as orchestration, service catalog, event management, service mapping, incident and discovery workflows.
  • Customized HR module. Created and implemented HR cases, adding dashboards and reporting according to requirements.

Experience
SERVICENOW SENIOR DEVELOPER/ ARCHITECT
Information Technology
Aug 2018 - Feb 2020
Windsor, CT
  • Involved in gathering the requirements from the business team and writing the technical design documents
  • Implementing Custom Applications, Modules, Tables and Views as per client's requirement
  • Setup MID Server used by Discovery and troubleshooting problems with the tool configurations
  • Involved in configuring the Business Rules, Client Scripts, UI Policies, Data Policies in the ServiceNow.
  • Created server side scripts and client side scripts, script includes, scripted Web Services.
  • Set up the SLA for the various ITIL processes as per the requirement
  • Involved in various ServiceNow customizations as per client's requirement.
  • Work on loading the data into ServiceNow using import sets
  • Imported Configuration Items (CI) from third party applications using import set tables
  • Experience in configuring email notifications in ServiceNow.
  • Involved in redesigning the workflows using ServiceNow workflow editor
  • Follow the AGILE approach with 3 week sprint cycle and daily scrums.
  • Contribute to technical discussions, and be involved in the decision making process with other senior engineers to resolve product issues
  • Configure multiple forms for Asset module using Configuration Management Database.
  • Pull reports and scheduling the reports as per the client requirement in ServiceNow.
  • Create database views to pull the reports on variables that are used by catalog items.
  • Create the UI pages to use them in catalog items implemented using UI scripts
  • Configure service portals according to the needs for the end user providing quick access to information as required.
  • Involved in redesigning the workflows using ServiceNow workflow editor
  • Extensively working on CMDB, Configuration Items (Cis), CI relations and Mid Server
  • Working on DISCOVERY and set up mid servers and check for the connectivity
  • Configure multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
  • Load Catalog Items into Service Now from BMC Remedy.
  • Work done on 3-4 HR service delivery projects with configuration
  • Updating HRSD
  • Out of the box Human resource module based on the client's feedback
  • Maintain items in HRSD based upon feedback
  • New fields were added to support the client requirement along with the set of business and client rule to fulfill the client's needs in HRSD
  • With the help of different COEs, I have added the payroll, HR, MDM and finance cases.
  • Create Record Producers, Order Guides and Catalog Client Scripts and Work flows
  • Work on integrating ServiceNow with external SOAP and REST based web services
  • Develop Service catalog by creating new catalog items, designing workflows and execution plans.
  • Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions, UI Policies in the ServiceNow.
  • Create server side scripts and client side scripts, script includes, scripted Web Services
  • Set up the SLA for the various ITIL processes as per the requirement
  • Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
  • Work with the ITOM modules such as orchestration, service catalog, event management, service mapping, incident and discovery workflows. FANNIE MAE
  • Remote
Agile Methodology Client Scripts Continuous Integration CSS JavaScript REST Scrum ServiceNow SOAP UI WebServices
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SERVICENOW ADMIN
Information Technology
Aug 2014 - Oct 2016
Malvern, PA
  • Managed client scripts, UI policies, UI actions and data policies.
  • Developed necessary documentation when needed technical design, developer notes
  • Created SLAs and participated in the running and responsible for closing SLAs successfully in ServiceNow
  • Used administration of common platform applications knowledge base, service catalog, workflows, SLAs and reporting
  • Integrated ServiceNow with LDAP for authentication
  • Integrating ServiceNow with BMC remedy for ticket creation and change management
  • Used incident management, problem and change management, UI policies and asset management
  • Scheduled the jobs to automate the process
  • Created scheduled tasks, monitored tickets, queues and generated statistics
  • Responsible for ServiceNow tool administration module and creation of new users, groups, IT services, applications and business servers
  • Worked with applications to update workflow tasks and approvals for automated process environment JavaScript, Java, HTML, CSS, GlideScript, Web services
  • Used ACL for controlling the security mechanism in ServiceNow
  • Documenting code and operation procedures for ServiceNow platform
  • Utilizing the ServiceNow service catalog for users to create Service requests and service items
  • Developed new user Interface and service portals for help desk team
  • Created procedure guidelines used in supporting technology and application issues
  • Implemented, documented and maintained the ServiceNow platform to meet business needs to support ITIL and business processes
  • Involved in complete end to end cycle of codding, testing, debugging, maintaining and refining the computer software in ServiceNow to produce the required product in an agile development environment
  • Designed workflows along with the standard workflow templated that could be reused
  • Created data sources for various external applications
LDAP
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JAVA DEVELOPER
Information Technology
Nov 2012 - Jul 2014
Wilmington, DE
  • Developed UI, presentation layer using HTML, JavaScript, AJAX tools and java server pages
  • Developed web services using Apache AXIS tool
  • Implemented web services using SOAP protocol, WSDL and service oriented architecture (SOA)
  • Used ClearCase as version control and Apace build tool for building and deploying the application on Apache Tomcat server 5.5.0 server
  • Developed of front end development using JQuery and other custom UI widgets
  • Created struts configuration files, validation files to integrate all the components
  • User interface developed using HTML, DHTML, XHTML.
  • Provided user support in all phases using Java, HTML, AJAX, JQuery, JavaScript, RESTful web services and AJAX
  • Presenation layer developed using HTML, CSS and JavaSCRIPT
  • Implemented store procedures using JDBC
  • Developed web services in Java and experienced in SOAP and WSDL
  • Written various SQL queries for creating, updating, deleting and reading data from database using JDBC
  • Coordinating with test teams for bug priorities
  • Designed form pages (JSP) in struts as per requirements MOBIWARE, TX
AJAX Apache Apache Tomcat CSS HTML Java JavaScript JDBC jQuery SOAP SQL Struts UI WebServices WSDL
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Edit Skills
Non-cloudteam Skill
Education
Certifications
ITIL certifications
Skills
CSS
2020
4
JavaScript
2020
4
SOAP
2020
4
UI
2020
4
WebServices
2020
4
Agile Methodology
2020
2
AJAX
2014
2
Apache
2014
2
Apache Tomcat
2014
2
Client Scripts
2020
2
Continuous Integration
2020
2
HTML
2014
2
Java
2014
2
JDBC
2014
2
jQuery
2014
2
LDAP
2016
2
REST
2020
2
Scrum
2020
2
ServiceNow
2020
2
SQL
2014
2
Struts
2014
2
WSDL
2014
2
Asset Management
0
1
DBA
0
1
PowerShell
0
1
Puppet
0
1