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Layla
Laylamarshal.snow@gmail.com
917-819-1501
Bethpage, NY 11714
ServiceNow Developer/Admin
7 years experience W2
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Summary

Overall 6 years of professional experience in IT industry including 5 years of experience in ServiceNow Suite implementation, development and administration.

  • Worked on the versions of service now including Istanbul, Jakarta, Kingston and London and have in depth knowledge of the version Madrid.
  • Direct hands on experience on various IT Services of Service-Now tool like 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 etc
  • Created service catalog items in service now and maintain self-service portals.
  • Development of orchestration, service catalog, service mapping, incident and discovery workflows.
  • Functional knowledge and implementation experience of ITSM frameworks.
  • Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current Service now system.
  • Familiarized in various aspects of Waterfall, Scrum and Agile Methodologies.
  • Experience on working with DISCOVERY tool. Defined and configured DISCOVERY schedules and set up MID servers and check for the connectivity. Configured MID servers to Instances
  • Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
  • Experience in configuring and customizing all aspects of Service-now like UI actions, UI policy, Business rules, Data policies, Client scripts, Script Includes, Hands on experience in creating the custom Applications, Modules in ServiceNow and the various customization as per the client's requirements.
  • Change management experience using Update Sets, Import Sets in ServiceNow.
  • Did mappings using ServiceNow Service Watch.
  • Experience in enhancing the ServiceNow functionality by customized JavaScript code to support the new business needs.
  • Strong skill set in the ServiceNow Suite Development including SOAP/REST integration.
  • Also have in depth knowledge of direct webs service API ServiceNow, SOAP & WSDL.
  • Worked with rest, get post using basic HTTP authentication
  • Experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow.
  • Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence. 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
  • 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
  • Customized the HR module as per the Client Requirements.
  • Created customized and user friendly widgets so users can access specific platform features using Service Portal.
  • Created, Developed and implemented HR cases for automated HR processes, such as employee on boarding and off boarding.
  • Worked on State stories
  • conflicts with same state codes and reporting issues.
  • Developed and delivered internal training on multiple HR systems to users with varied experience levels.
  • Involved in various ServiceNow customizations as per client's requirement.
  • Implemented HR and ITSM modules. Configured HR services with some customization on forms. Added dashboards and reporting as per requirements. Customized HR module. Created and implemented HR cases, adding dashboards and reporting according to requirements.
  • Worked on PDF Doc template as well as Record producer, Assignment rules, Hr case, Lifecycle event, Hr template.
  • Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB.
  • Experience in working with the workflows using ServiceNow workflow editor.
  • Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
  • Hands on experience in web development using HTML, CSS, JAVASCRIPT and J-QUERY and Jelly.
  • Experience in working on SQL queries, SQL Tuning, PL/SQL Tuning.
  • Data modelling and creating ACL for new custom tables. Also, involved creating custom application and modules.
  • Used service now Mobility to developed UI pages and android applications
  • Well versed in Database Administration and Management.
  • Implementation of ServiceNow core modules and applications 1. STRONG TIME MANAGEMENT

Experience
SENIOR SERVICENOW DEVELOPER
Information Technology
May 2018 - present
  • 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.
  • Worked 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.
  • Extensively worked on CMDB, Configuration Items (Cis), CI relations and Mid Server
  • Worked on DISCOVERY and set up mid servers and check for the connectivity
  • Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
  • Loaded Catalog Items into Service Now from BMC Remedy
  • Created Record Producers, Order Guides and Catalog Client Scripts and Work flows
  • Worked on integrating ServiceNow with external SOAP and REST based web services
  • Implementing ITOM, ITSM, ITBM and ITAM at different levels
  • Developed 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.
  • Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
  • Workflow configuration, scheduled task, service watch, and other ServiceNow automation and orchestration features
  • Angular, Bootstrap, Java Scripting, HTML, and CSS
  • Working with SNOW SME, built and engineer solutions that add value to the IT Service Management organization
  • Performs day-to-day, after-hours, tactical, and strategic efforts associated with ServiceNow
  • Implemented SLAs, ACLs, Catalog client scripts and catalog UI policies as per their requirements
  • Designed workflows, reports, dashboards and surveys
  • Creation of UI pages for better visual appearance in catalog items.
  • Used access control rules for securing and providing right access to the right person/ roles
  • Performed data migration of CI attributes for CMDB using import sets
  • Worked extensively on external integrations using web services, MID server and LDAP
  • Writing data sources, transform maps to avoid duplication in ServiceNow
  • Scheduled and configured reports, developed custom charts using ServiceNow, asset management, incident management, ITIL, HTML5, JavaScript, Jelly Script, CSS, CMDB, web services
  • 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
  • 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
  • Customized the HR module as per the Client Requirements.
  • Created customized and user friendly widgets so users can access specific platform features using Service Portal.
AngularJS Client Scripts ServiceNow Servicenow Developer UI
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SERVICENOW DEVELOPER / ADMIN
Information Technology
Apr 2017 - Mar 2018
  • Created and maintained user accounts, approvers, support groups, sites, production categorizations and templates.
  • Responsible for preparing design level, program-level and user-level documentation.
  • Creation of ordered guides.
  • Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in service now to produce the required product in an agile development environment
  • Configured multiple catalog items
  • Configured multiple forms for asset module using configuration management database.
  • Resolving typical users access and roles issues by checking active directory and users table.
  • Writing catalog client scripts and UI policies to make client side changes.
  • Creating the UI pages to use them in catalog items using the UI scripts
  • Involved in migration between various service-now instances using update sets.
  • Loaded assets into snow from third party system using web services and import sets.
  • Involved in customizing the forms for the incident, change and problem management ITIL processes.
  • Defined and configured discovery schedules and worked on discovery and set up mid servers and check for the connectivity.
  • Setup mid server used by discovery and troubleshooting problems with the tool configurations.
  • Created Dashboards and Reports that could be exported in different formats on the performance and analytics applications.
  • Development of Service catalog
  • catalog items, designing workflows and execution plans.
  • Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
  • Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML.
  • Involved in redesigning the workflows using ServiceNow workflow editor
  • Involved in creating and configuring the SLAs as per the requirement.
  • Designed User Interface for Catalog Design and worked Catalog Designer.
  • Imported data from various data sources (FILE, JDBC) using import sets and transform maps.
  • Communicated with external web services using SOAP Messages and REST.
  • Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
  • Worked on loading the data into ServiceNow using import sets.
  • Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies and ITSM modules like Incident, Change, Problem, Knowledge, ServiceCatalog, ServiceWatch, Mapping, CMDB in ServiceNow.
  • Used Performance Analytics Rest API for quering the data.
  • Developed Automation workflows using ServiceNow orchestration. Worked on Orchestration to automate the top and frequently used service requests.
  • Worked with service portal to display catalog items.
  • Extensive knowledge on Dashboards, pulled together data, maintained and created weekly, monthly, quarterly and annual key performance indicator reports
Agile Methodology Client Scripts CSS JavaScript MS Active Directory REST ServiceNow Servicenow Developer ServiceNow Orchestration SOAP UI WebServices
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SERVICENOW DEVELOPER / ADMIN
Information Technology
Jan 2016 - Feb 2017
  • Developed additional notifications and supporting workflow to send additional data and attachments
  • Configuration/Customization of the ServiceNow system, including creating workflows.
  • Build service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
  • Customized Scripting on Service Catalog/Email Template/Workflow script.
  • Experience with the ServiceNow application and specifically the modules relating to Discovery, Service Mapping, and maintenance of Configuration items.
  • Orchestration, On-call Escalation, Root cause analysis, Workflows, UI Policies and UI Actions based on user requirements.
  • Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
  • Service Catalog and Request Workflow Design and Configuration.
  • Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
  • Experience on various IT Services of Service-Now tool like Reporting, Asset Management, Integration with Web Services.
  • Created various frontend forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros. .
  • Handled Service Catalog and Request Workflow Design and Configuration.
  • Knowledge on creation of workflows for Service Catalog items in Service-Now.
  • Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
  • Extensively worked with REST GET and POST using basic HTTP Authentication
  • Designing and worked on service portal using HTML, JavaScript, and AngularJS.
  • Worked on Content Management System and created end to end websites
  • Worked on CMDB and Asset management and Created Transform maps for importing CMDB data.
  • Extensively worked on CMDB and set up mid servers as per the requirements.
  • Responsible for the creation of MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.
  • Populated the CIs (Configuration Items) and configured the CI relations in CMDB
  • Configured multiple forms for Asset module using Configuration Management Database.
  • Created metric reports, scheduled reports and integrated them with the third party.
  • Enhanced the existing LDAP integration and modified business rules.
  • Involved in a Proof of Concept project in implementing the CMDB with Discovery and ServiceWatch.
  • Performed mapping using Service Watch.
  • Involved in setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.
  • Created Procedure guidelines used in supporting Technology and Application issues.
  • Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and Business processes.
  • Configured Service Level Agreements to define certain levels of service from both internal and external providers
  • Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items and Service catalog items.
  • Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
  • Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, Service Mapping, UI Action and Business Rules.
  • Re-designed workflows using workflow editor, reconciled complicated workflows to simpler form JavaScript, XML, HTML5, JQuery, and DISCOVERY.
  • Application UI Configuration.
  • Development of requirement integration components (SSO, LDAP, SOAP).
  • Created, Developed and implemented HR cases for automated HR processes, such as employee on boarding and off boarding.
  • Worked on State stories
  • conflicts with same state codes and reporting issues.
  • Developed and delivered internal training on multiple HR systems to users with varied experience levels.
  • Involved in various ServiceNow customizations as per client's requirement.
  • Implemented HR and ITSM modules. Configured HR services with some customization on forms. Added dashboards and reporting as per requirements. Customized HR module. Created and implemented HR cases, adding dashboards and reporting according to requirements.
  • Worked on PDF Doc template as well as Record producer, Assignment rules, Hr case, Lifecycle event, Hr template.
AngularJS Scripting ServiceNow Servicenow Developer UI
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SERVICENOW ADMIN
Information Technology
Feb 2015 - Dec 2015
  • Managed client scripts, UI policies, UI actions and data policies
  • Developed documentation like 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
  • 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 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
  • Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
  • Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
  • Worked on loading the data into Service-Now using import sets.
  • Used Import Set API to interact with the import asset tables.
  • Worked on various modules of ServiceNow like incident management, change management, GRC, problem management, service catalog, user administration, reporting and discovery.
  • Created various front-end forms and associated Business Rules, Client Scripts, UI policies including advanced customizations that require modification of UI pages/macros.
  • Good understanding in gathering Systems Requirements Analysis, Design, Coding, Testing, Implementation, Documentation, Orchestration, developing workflow customizations, and third party integration for ServiceNow platform.
  • Enabled Event Management functionality in Service Now and created more number of Event Rules and Alert Rule for converting automation in generating tickets.
  • Designed and developed technical methodologies under the ServiceNow platform.
  • Loaded external data using Import Sets and Transform maps.
  • Converted the ServiceCatalog into a fully functional website using Content Management module.
  • Design and Configuration of workflows
  • Configuration of Email Notification to alert users on ServiceNow activities MOBIWARE
LDAP
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Skills
ServiceNow
2021
4
Servicenow Developer
2021
4
UI
2021
4
AngularJS
2021
3
Client Scripts
2021
3
Agile Methodology
2018
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CSS
2018
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JavaScript
2018
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MS Active Directory
2018
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REST
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Scripting
2017
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ServiceNow Orchestration
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HTML
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LDAP
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