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SANDEEP

PH - 469-230-9261
gsandeep2010@gmail.com
ServiceNow Certified System Administrator

PROFESSIONAL SUMMERY:
About 5 years of experience in IT Industry with ITIL and IT Service Management Solutions in IT
Infrastructure with expertise in the ITSM suite (ServiceNow)
Good knowledge about IT Infrastructure Library (ITIL) standards which are helpful in development and
customization of IT service management applications.
ServiceNow expert 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
Involved in managing system configurations, gathering and documenting user and process requirements,
developing workflow customizations, and performing quality assurance testing, user acceptance testing
and third party integration for Service Now platform.
Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules
including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user
requirements
Excellent interpersonal and communication skills and ability to work in a team as well as individually and
interacting with development team and business analyst.
Strong working knowledge of software Development Life Cycle (SDLC) Testing Methodologies,
Techniques and good working knowledge on Software Development Methodologies like RUP, Agile
Scrum, Waterfall and V-model.
Proficient in Microsoft suite like Word, Excel, Power point and Visio.
Excellent communication, presentation and project management skills.

TECHNICAL SKILLS:

ITIL ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAP.
Programming Languages C, C++, Java, SQL, PL/SQL.
Java JDK 1.6, Collections, Multithreading, Networking, Generics,
Exception Handling, Files and Streams, JDBC.
Software Methodologies SDLC, Waterfall, Agile, XP, Scrum.
Databases Oracle 10g, MySQL.
Database Tools SQL Client, TOAD, SQL Developer.
Web/Application Servers IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat.

Certification: ServiceNow Certified System Administrator

Education:
Bachelor in Electronics and Communication Apr 2011
Masters of Science, Information Technology and Management Dec 2015
PROFESSIONAL EXPERIENCE

Chick-fil-A corporate Mar 2016 Present


Role: ServiceNow Administrator / Developer

Description: Implementing Service Request Management from End-to-End including the integrations with other
tools and giving L3 support for the whole Service Catalog Application including resolving the incidents and
problem tickets on Service Catalog

Roles & Responsibilities:


Gathering detailed Business and Technical requirements from customer for development of Service
Requests
Transform functional requirements into detailed technical designs that represent actionable development
tasks
Attended review meetings and project meetings, Analyzed Business Requirements and Functional
Specifications and performed Service Catalog, Incide nt, Problem and Service Level Management
Implementation.
Extensively Implemented ServiceNow process of implementation for Incident Management, Problem
Management, Change Management, Asset Management, Service Request Management (Service-Catalog)
Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy,
Client Script, UI Action and Business Rules
Configuration and customization of Help Desk and different Modules including: Business Rules, Client
Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements. Defined the functional
needs for our ITSM system, ServiceNow, and architected the specific implementation
Experience on developing Content Management System (CMS) and Jelly Scripting solutions on ServiceNow
Responsible for creating homepages including basic Reporting. Analyzed various problems and created
new solutions and new techniques
Worked on CMDB and Asset management. Performed Data migration to import data from other
Applications and external databases. Implementing ServiceNow Discovery and CMDB and integrating it
with Change management
Created Update sets to move customizations between different systems
Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire
team to execute the steps
Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate
ServiceNow with internal / external systems and tools
Performed System and integration testing with sample/live data with Support Services team. Budget
management for all ITSM, Service desk and QA departments

Environment: ServiceNow, ITIL, ITSM, HTML, JavaScript, Web services

Tata Consultancy Services, India


Client: Rogers Communications Oct 2013 Nov 2014
Service Now Analyst/Developer
Description: As a Service Now Developer, I am responsible for creating User Stories and updating the Product
Backlog for release level requirements on the ServiceNow. Involved in the implementation of the ServiceNow
modules such as Asset Management, Incident Management and Problem Management.

Roles & Responsibilities:


Attended Review Meetings and Project Meetings, Analyzed Business Requirements and Functional
Specifications and performed Service Catalog/Incident/Service Level Management Implementation
Collaborated on development efforts with client Team during the Implementation of ServiceNow
Software configuration/ customization including UI customization, workflow administration, data
imports, custom scripting, third-party software integrations using REST API, implementing new
functionality, homepage customization.
Development of requirement integration components (SSO, LDAP, SOAP).
User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules,
Welcome Page Content, Map Pages and other UI elements for ServiceNow modules.
Implement security scheme and controls by using contextual security, control systems and data security.
Document business requirements/ process and build solutions.
Adhere to established testing, change management and communication guidelines.
Involved in design of Service Now foundation set-up, ESS form layout design and application integrations.
Created custom Notifications/Relationships.
Created new Business Rules/Script Includes/Client catalog script/client Script using JavaScript and
AngularJS
Created new Workflows based on Maintain Items
Experience working with relational databases like MySQL.

Environment: ServiceNow, ITIL, ITSM, HTML, JavaScript, Web services, MySQL

Tata Consultancy Services, India


Client: Rogers Communications Apr 2011 Sep 2013
ServiceNow Administrator

Description: The project involved design and configuration of Service Level Agreements and Operational Level
Agreements in ServiceNow tool for both Internal and External service providers. The responsibility also involved
implementing, documenting and Maintaining Service Now environment on a daily basis.

Roles & Responsibilities:


Implemented Incident, Problem, Change management and Service Catalog in Phase -1
Developed reports as per requirements from management and analyzed the reports to present it to end
user.
Designed and delivered technical methodologies around the ServiceNow platform.
Gathered requirement from stakeholders 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, Chan ge management, and
Problem management, Service Catalog, User Administration, Reporting and Discovery.
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.
Interacted with clients to determine User requirements and goals.

Environment: ServiceNow, ITIL, ITSM, HTML, JavaScript, PowerShell, SNMP.

Client: Convergys India Services Pvt. Ltd. India Apr 2010 Mar 2011
Role: Jr. Java/J2EE Developer

Roles and Responsibilities:

Designed and developed base classes, framework classes and re -usable components.
Extensively involved in requirement analysis, design analysis, bug fixes and documentation.
Agile methodology of software development using practices of short iteration sprints and scrum.
Designed web pages using Java script/ HTML.
Validations for the Client Side were done using JavaScript.
Tested performance for queries &procedures in the database.
Used Rationalsynergy as a version-controlling tool for managing the module developments.
Perform system/Integration testing and Support Client Acceptance testing.
Created a Front-end application using JSPs and Struts MVC for registering a new clients and configured it
to connect to database using Hibernate.
Developed and provided support to many components of this application from end -to-end, i.e. Front-end
(View) to Web Methods and Database.
Developed JSP pages and developed web application using Struts Action classes and Action Form classes of
Struts Frame work.
Configured Struts-config.xml and Web.xml, Struts-specific descriptor.

Environment: J2EE, Java, Servlets, JSP, JDBC, Oracle 10g/9i, UML, XML, CSS, JavaScript, Websphere 6.1, Tomcat
app Server7, PL/SQL

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