Candidates About

Mark Miller

ServiceNowConsultant

Professional Summary:

• Over 7+ years of professional experience in IT industry with 5+ years of in-depth understanding of ServiceNow Development, Maintenance and Administration. 
• Configured Applications using ServiceNow enterprise application suite in ITIL Management and acquired deep functional and technical knowledge of the ServiceNow platform. 
• Experience in Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications using J2EE technologies. 
• ServiceNow applications implemented: Incident Management, Problem Management, Contract Management, Change Management, Configuration Management, Asset Management, Software Asset Management, Knowledge Management, Service Request, CMDB, and CMS, MID Server, Service Catalog, Discovery and integrations, experienced in Project Portfolio Management (PPM). 
• Strong experience on Java Script, Jelly Scripting, Ajax, Glide. 
• Hands on experience in web development using HTML, JavaScript and CSS. 
• Expertise in Design and developing custom applications in ServiceNow and utilize its potential in SaaS (Software as a Service). 
• Experience in configuring Data Sources, Import Sets, Update Sets. 
• Hands on experience on Active Directory, LDAP and Single Sign-On (SSO) Integration. 
• Worked on Orchestration which enables an IT organization to automate complex tasks on remote computers quickly and reliably, with best practices. 
• Hands on experience on using Istanbul, Geneva, Helsinki, Fuji, Eureka, Dublin, Calgary release notes. 
• Created Knowledge articles for mentoring trained business users & Helpdesk users on ServiceNow platform. 
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client. 
• Create an access control rule (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow. 
• Hands on experience developing CMS in ServiceNow. 
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration. 
• Experience on WebSphere clusters. Used to manage the Balance workload for the set of application Servers. 
• Load, manipulate, maintain and perform data operations between ServiceNow and other systems. 
• Strong experience with SOAP architecture which include Soap Web Service and Restful Web Service.
• Development and customization of various modules in ServiceNow to fulfill the client ongoing IT Services. 

• Experience in deployment of the product and solving the issues at the time of deployment. 
• Experience with working in Agile and Scrum Methodologies. 
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning and a subject-matter expert (SME) having good knowledge in different technologies.

Technical Expertise:

Work Experience:

ServiceNow Consultant

BCBS

Chicago, IL

May 2016 to till date

BCBS. is one of the largest health benefits companies in the United States. Through its affiliated health plans, companies deliver several leading health benefit solutions through a broad portfolio of integrated health care plans and related services, along with a wide range of specialty products such as life and disability insurance benefits, dental, vision, behavioral health benefit services, as well as long term care insurance and flexible spending accounts.

Responsibilities: 
• Responsible for monitoring the ITIL Service delivery via process mapping audits and designed the procedure 
• Used auto-discovery process to discover business services to manage service health and their dependencies, resolved issues with auto-discovery process 
• Created event binding rules to monitor incoming events 
• Installed and configured collectors, configured credentials
• Installed MID Servers on remote desktop and conducted tests required for   Discovery 
•  Worked as contract manager in order to create various types of contracts, such as leases, warranties, maintenance, and service  and also involved in analyzing the business impact of infrastructure problems, simplifying the root cause analysis of service issues in order to minimize the service impact of infrastructure changes 
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes 
• Worked on Workflow Administration, Reporting, Form/UI configurations, Notifications, Data Imports, Custom Scripting 
• Involved in designing and configuring new functionality using Business Rules, Client Scripts, UI Policies, Access Lists in Service Now 
• Hands-on experience writing Unit Test Cases/System Test Cases 
• Involved in creating adhoc reports in ServiceNow 
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables 
• Maintained the ServiceNow modules and software licensing functionality 
• Coordinated installation of Service Now upgrades and/or service packs. Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction 
• Worked on ServiceNow components such as Service Desk, Change Management, Asset Management, CMDB, Knowledge Management, Mobility, and Service Request Management 
• Analyzing and fully understanding user requirements and current procedures in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap 
• Knowledge of technical components such as LDAP, VPN, SSL and other such technologies 
• Worked on end to end implementation of CTI Integrations, Supported the team with the work flow of the integrations. 
• Performed Assertions like Schema Compliance, XPath and SOAP responses. 
• Done SOA testing for Payments API's using SOAP UI and Java framework for web services testing. 
• Database Change Verification testing using Oracle-TOAD and PL/SQL queries/procedures. 
• Responsible for developing, evaluating and presenting the weekly and monthly change management metrics to executive management 
• Provided and presented the monthly Change Cost Analysis report of the customers to the accounts management team 
• Develop a set of actionable and targeted change management plans - including communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan 
 
Environment: ServiceNow Istanbul, Geneva/Helsinki, JSON, jQuery, Web Services, SOAP, SQL, XML, Angular JS, Bootstrap JavaScript, XML, HTML, TOAD, CSS, AJAX

ServiceNow Admin

Bank of America

Plano, TX

Oct 2015 to April 2016

 This project evolved Maintaining and updating the database with new customer information. Involved in enhancing and modifying the web page configuration and content in accordance to the business needs.

Responsibilities: 
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management. 
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance. 
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item. 
• Communicated with end users, identifying their difficulties and changing the applications as per their requirements. 
• Participating in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies 
• 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. 
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow. 
• Expertise on using DISCOVERY to load configuration information to CMDB. 
• Developed Integration with System Center Configuration Manager (SCCM). 
• Involved in customization of forms for various ServiceNow applications. 
• Rendered data using Ajax and mustache template. 
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin. 
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5. 
• Worked on UI Macros to create pages as templates on requirement from the stake holders. 
• Configured multiple forms for Asset module using Configuration Management Database. 
• Resolving typical Users access and roles issues by checking active directory and users table. 
• Creating database views to pull the reports on variables that are being used by catalog items. 
• Writing Catalog client scripts and UI policies to make client side changes. 
• 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. 
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record. 
• Designed and created homepages including basic reporting, gauge configuration and dashboard presentation. 
• Involved in performance tuning of the ServiceNow and worked on System Diagnosis. 

• Involved in documentation of business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams. 
• Managed a team of offshore developers and getting them aligned with the process. 
• Scheduled cloning and migration of data from instances with ServiceNow. 
• Worked on Configuring rules, monitors and management packs in SCOM and involved in testing reports for correct mapping of the objects and data. 
• Involved in various ServiceNow customizations as per client's requirement and in migration between various ServiceNow instances using Update Sets. 
• Prepared documentation for requirements, design, installation, unit testing and system integration of ServiceNow. 
• Created user manuals for all the users on using Info View and exporting reports to various formats. 
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. 

Environment: ServiceNow Eureka/Fuji, XML, SQL, DISCOVERY, HTML, JavaScript, Windows.

ServiceNow Developer

Verizon

Dallas, TX

Jan 2013 to Sep 2015

The project involved design and configuration of Change Management and Problem Management on ServiceNow instance that support ITIL and business processes that are simple, intuitive and easy to use, allowing customers to extend and customize ServiceNow components to meet specific business needs. 

Responsibilities:
• Worked on the project to implement Incident, Change, Service Request (SRM), Problem management modules along with Orchestration. 
• Designed road map to implement SRM and Orchestration modules. Suggested best practices to develop workflows. 
• Worked with functional and admin teams to deliver automated workflow solutions in ServiceNow. 
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports. 

• Collaborated with application and infrastructure teams to provide architectural and technical guidance and oversight for ServiceNow solution implementation and customization. 
• Worked on CMDB, Configuration Items (Cis), CI relations and Mid Server 
• Configured Mid Server's on Dev, UAT and Production Instances. 
• 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 
• Worked on UI Macros to create pages as templates on requirement from the stake holders. 
• Configured multiple forms for Asset module using Configuration Management Database. 
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into Service Now. 
• Manage data with tables, the configuration management database (CMDB), import sets and update sets. 
• Collaborated with application and infrastructure teams to provide technical guidance and oversight for ServiceNow solution implementation and customization. 
• Pulling reports and scheduling the reports as per the client requirement in ServiceNow. 
• Created database views to pull the reports on variables that are used by catalog items. 
• Good Experience in Angular JS, Bootstrap. 
• Integrating Service catalog module with "Net cool" monitoring tool using Web Services and fixing the issues that come up while the tolls are getting interacted 
• Involved in various upgrade and migration activities. 

Environment: ServiceNow Dublin/Calgary, Incident management, Change Management, Problem Management, HTML, JavaScript, CMDB, CMS HTML, CSS, Java Script, Jelly, Glide.

Front End Developer

UCLA

Los Angeles, CA

Jul 2010 to Dec 2012 

Responsibilities: 
• Worked on front end pages that were developed in a professional manner using HTML, CSS, JavaScript, and JQUERY. 
• Developed web pages with functionalities like login, register, forget password, Email, Filters using JavaScript, jQuery and HTML. 
• Developed and implemented user interfaces as per latest W3C standards. 
• Worked with designer who designed user interfaces and prototypes for a web-based internal system. 
• Used JavaScript to update a portion of a web page thus reducing bandwidth usage and load time in web pages to get user input and requests. 
• Used JQuery core library functions for the logical implementation part at client side for all the applications. 
• Developed client side validation code using JavaScript and JQUERY. 
• Responsible for creating the look and feel of the public website. 
• Involved in developing HTML and JavaScript for client side presentation and, data validation on the client side with in the forms. 
• Developed Date Time Picker using Object Oriented JavaScript extensively. 
• Involved in fixing Front-End issues with the layouts. 
• Designed PDF, Excel and Print previews for all the reports in the application using HTML, JavaScript and SQL Stored Procedure. 
• Coded JavaScript for page functionality and Pop up Screens and used HTML to make dropdown menus on web pages and display part of a web page upon user request. 
• Actively used XML documents and transformations for creating templates with dynamic data from XML file. 
• Creating cross-browser compatible and standards-compliant CSS-based page layouts. 
• Extensively used/modified JQUERY to perform AJAX calls for creating interactive web pages on JSON response. 
• Developed cross-browser pages using CSS, HTML, DHTML, and JavaScript. 
• • Coded pages with best Search Engine Optimization (SEO) techniques. 
• Worked with backend developers to convert HTML/CSS non-functional pages into dynamic JSP pages. 
 
Environment: Servlets, JSP, Java Script and HTML, XML and SQL, CSS, JQUERY, AJAX.