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Manoj A - Senior ServiceNow Developer

[email protected]

Location: Dallas, Texas, USA

Relocation: Yes

Visa: H1B

Resume file: Manoj_ServiceNow_H1_1763559221616.docx Please check the file(s) for viruses. Files are checked manually and then made available for download.

PROFFESSIONAL SUMMARY: Having 8+ years of experience in ServiceNow Administration, Development and Implementation and experience in IT industry with ITIL and IT Service Management solutions in IT Infrastructure with expertise in the ITSM Suite (ServiceNow). Good experience in using ServiceNow utilities such as Business Rules, Client scripts, Workflow, scheduled jobs, UI Policies, Data Policies, UI Actions, Script includes, ACLS, Email notifications, Views and Form Customizations. Good debugging skills in issue identification and fixing. Good exposer into Java Script, HTML, CSS, Boot Strap Good knowledge on designing Workflows to automate the Business Process using ServiceNow. Good experience into Update sets and Cloning Good Experience into Development part using Glide Record, Glide Form, Glide System, Glide Session, Glide Aggregation, Glide Date, Glide Date and Time, Glide List, Glide Dialog Window Involving into requirement gathering and Requirement analysis and investigation. Importing data into service-now by using import set. Maintaining Reports/Dashboards Good into ITIL Standards and ITSM Process. Good hands-on expertise in implementation of Incident management, Problem management, Change management and Service catalogue management. Worked on setting up Service portal content so that it's only available to authenticated users. Experience with Service Portal to determine the users logging in to the portal and customization with a combination of system properties and script include. Designed the layout, CSS, dynamic content for the End User Self-Service Portal design. Has been part of end user self-service portal management. Working with User Administration. Managing Users, Groups and Roles. Good experience with Update set movements between ServiceNow instances. Managing ServiceNow data using Import sets and transform maps. Created Email notifications in ServiceNow. Service Catalog creation to fulfill different Business requirements. Involved in various inbound and outbound integrations using SOAP Messages, Direct Web Services and Scripted Web Services. Created a lot of client scripts/UI policies also with a lot of high-level customizations like attaching a custom event. Have created Business rules, activated plugins, managed data with tables, Import sets and Update sets, Control system access and data security, Control access to the application and its records. Service Catalog development which includes workflows designing, creating new Catalog items, and execution plans. Worked on different kinds of variables and variable sets. Excellent Knowledge of ServiceNow best practices and ongoing knowledge of latest ServiceNow features. Technical Skills: Modules ITSM, CMDB, ITOM, Secops Testing ATF Programming Java Script Web Technologies HTML, CSS, SQL Configuration & Development: Client Scripts, Business Rules, UI Policies, UI Actions, ACLs, Transform Maps, Import Sets. Workflow & Automation: Service Catalog Workflows, Approval Processes, SLA & Event Management, Flow Designer. Testing & Debugging: Automated Test Framework (ATF), Postman, Unit Testing, Cross-Browser Testing. Programming: JavaScript, Glide Scripting, AngularJS, HTML, CSS, XML. Integrations: REST APIs, SOAP APIs, Scripted Web Services, Inbound/Outbound Email Actions. Database: ServiceNow Data Modelling, JDBC, ODBC, SQL. Development Approach: Agile/SCRUM, ITIL Best Practices. Security & Performance: Data Security, ACLs, Notification Configuration, Performance Optimization. Work History Client: Western Alliance Bank , Phoenix Jan 2025 Till Date Role: Senior ServiceNow Developer Roles and Responsibilities: Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow. Ensured development opportunities on ServiceNow platform are identified to meet evolving business needs and align with key business strategies. Coordinate and participate in ServiceNow Incident / Request Management testing lifecycle. Use JavaScript to create Business Rules, Client Scripts, UI Policies, and UI Actions. Applied HTML, CSS, and AngularJS for UI/UX improvements. Created various workflows for Incident, Change Management, Service Requests and SLA's. Assist in the import of configuration and asset data. Implementation, customization and configuration of different Service Manager Modules like Change Request, Service Desk, Service Catalog, and Problem. Working on Report, dashboard designing with performance analytics. Created data sources and loaded the ServiceNow tables with different data formats. Created many standard workflows which are being re-used and propagated and handled many custom events. Responsible for the ServiceNow tool administration module and creation of new Users, Roles, IT Services, Application, Business Services and Rules. Integrate ServiceNow with third-party platforms (Azure, Intune, Lansweeper, Automox, MS Teams) via APIs and Graph Connectors. Developed SLA and reporting. Design and Implementation of service requests through service catalogue in ServiceNow. Configured Email, inbound and outbound email actions and developed mail scripts on need basis. Developed dynamic dashboards in Tableau and CRM tools like Slate for admissions insights. Customized CSM processes, configured workflows, and managed ITSM, ITOM, HRSD, and Asset Management modules. Supporting the iterative configuration of the CSM application, engage stakeholders to conduct reviews through joint design sessions. Built and maintained CMDB, implemented ServiceNow Discovery, and conducted data audits. Extensive use of Business Rules, Client Scripts, UI Actions, Script Includes, and workflow automation. Integrated ServiceNow with third-party applications using REST, SOAP, and custom APIs. Implemented ACLs for table and field-level security. Used Postman and ATF for unit testing and managed Update Set migrations across environments. Customized Incident & Problem Management UI based on ITIL. Collaborated with stakeholders to refine workflows and enhance process efficiency. Environment: ServiceNow Incident / Request Management testing lifecycle, HTML, CSS, AngularJS, UI/UX, JavaScript, SLAs, Service CatLog & Service Desk, Performance analytics, Tableau, CRM, Slate, ITSM, ITOM, HRSD, ITIL, REST, SOAP APIs, Postman, ATF Client: Cyient, Sydney July 2018 October 2024 Role: ServiceNow Developer and Implementation specialist Roles and Responsibilities: Designed and developed custom application internal business processes. Re designed Change Management to address additional business processes. Used Glide Record to retrieve and update data on different business conditions. Experienced in creating SLAs, schedules and attaching schedules to the SLAs. Experienced in handling update sets. Merging, Retrieving, promoting update sets from one environment to another. Involved in ServiceNow upgrade activities. Created Knowledge Bases and Knowledge Articles for Change Management module. Created various UI policies and UI actions experienced in writing advanced UI policy and UI action scripts. Created notifications based on business needs and configured inbound email actions to create incidents or requests. Responsible in generating reports using tables and data sources in ServiceNow. Adhere to the best practices and standards on the ServiceNow platform as defined by agency process and FedRamp compliance. Collaborate with cross-functional teams to design scalable, secure solutions and improve workflows. Worked on scheduling reports in ServiceNow. Develop and implement fixes for bugs and issues found in ServiceNow production for Customer Service Management Implemented Workday Integration for Business Assets synchronization. Worked on configuring and customizing forms on various applications like incident, Change and Service Catalog. Experienced in writing and enhancing the client scripts, business rules and script includes. Performed and coordinated Instance upgrades to latest versions. Created homepages including basic reporting, gauge configuration and dashboard presentation. Experienced in redesigning workflows and finding different approaches to modify complex workflows into simpler form. Created Workflows, Sub flows and Tables on both Istanbul and Jakarta. Responsible in creating users, groups and roles. And experienced in exporting and importing data. Coordinating and working with team, Business Analysts and project managers in gathering requirements and business needs required for the project. Environment: UI policies & UI actions, SLAs, Glide Record, Change Management, Instance upgrades, gauge configuration, Istanbul Jakarta, Importing data. Client: Veritas Soft Solutions Pvt Ltd, Hyderabad, India Oct 2014 March 2018 Role: ServiceNow Administrator Roles and Responsibilities: Configured and customized the ServiceNow platform to align with specific business needs. Managed user access, permissions, roles, and security settings within ServiceNow. Administer the ServiceNow platform across the Customer Service Management application Troubleshot and optimized platform performance, identifying and mitigating system bottlenecks. Designed and implemented automated workflows and custom applications to streamline business operations. Provided end-user support and training to enhance platform adoption. Performed data migrations between ServiceNow instances, leveraging Import Sets and Transform Maps. Developed Business Rules, Client Scripts, UI Policies, and Scheduled Jobs. Integrated ServiceNow with third-party applications using REST APIs, SOAP APIs, and MID Servers. Managed Import Set Tables, Transform Maps, and Automated Record Creation processes. Planning and executing instance upgrades, ensuring minimal disruption and thorough testing. Monitoring system performance, identifying bottlenecks, and optimizing the platform for optimal efficiency. Administrating workflows, implement new systems, and automate manual processes. Maintain an integrated asset registry for hardware, software entitlements, and peripherals logging device identifiers, acquisition details, site allocations, and custodians and execute systematic reconciliations to ensure record integrity. Created and customized Service CatLog Items and Workflows. Creating custom apps that can be limited to selected users via roles and other network access. Built custom Tables, automated record creation, and managed Instance Cloning. Configured notifications, events, and scheduled reports for automated alerts. Environment: ServiceNow (Kingston, London), ITSM, ITBM, CMDB, Asset Management, Security Operations Certifications: Certified at System Administrator (SERVICENOW) Keywords: user interface user experience information technology microsoft mississippi