SUMMARY

• 8+years of technical experience in ServiceNow and .Net technologies.
• More than 5+years of experience as a ServiceNow Developer and Administrator.
• Configured Applications usingServiceNowtool used in ITIL Management.
• Experience in SDLC Design, Development, Staging phases of the projects with help of Data Flow, Process Models, E - R Diagrams.
• Proficient in the areas of Service Management Processes like Incident, Problem, Change, Knowledge, Asset, Catalog, Release in Operations Management along with other ITIL V3 processes.
• Implementation of Custom Applications, Modules, Tables, and Views as per client's requirement.
• Strong understanding of ITIL V3. Deep functional and technical knowledge of theServiceNowplatform as well as experience in delivering medium to large-scaleServiceNowimplementations.
• Experience in creating Applications, Modules, Tables and Columns as per the requirements in ServiceNow.
• Strong Experience in ServiceNow components such as UI policies, UI Actions, Business rules, Client scripts, Inbound action, Roles, Email notifications, Reports, Gauges, Dashboard, Scheduled Jobs.
• Functional knowledge and implementation experience of ITServiceManagement (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experience in configuring Data Sources, Import Sets, SLA, LDAP and Transform maps.
• Excellent hands-on experience in building Catalog items, Order Guides, Record producers.
• Expertise in creation of workflows for Service Catalog items in ServiceNow.
• Impelled Update sets from development instance to test instance for unit testing, then moved to production instance.
• Used ServiceNow platform feature “Flow Designer” and automated approvals, tasks, notifications, and record operations.
• Experience in loading the data into ServiceNow using import sets.
• Sound Knowledge in working with Users, Groups, Roles, ACL.
• Expert in integrating ServiceNow with various applications through SOAP/REST Web services.
• Involved in the ServiceNow Instance upgrade activities and cloning between various environments.
• Skill in design and development of user-friendly GUI’s using HTML, CSS, Java Script, Bootstrap, AJAX, Jelly.
• Expertise in application development using C#, ASP.NET, VB.NET.
• Experience in using PL/SQL, SQL Coding, UNIX Shell Scripting.
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs.

TECHNICAL SKILLS

ITIL: ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAP.

Programming Languages: C, C++, C#, SQL, PL/SQL, ASP.NET, VB.NET, VBScript.

Microsoft Technologies: Microsoft .Net Framework, ASP.NET, MVC 4, Silverlight, Web Forms, Win Forms, WPF, WCF, ADO.NET, LINQ.

Web Technologies: ASP.Net, HTML, JSP, DHTML, AJAX, JavaScript, jQuery, Angular JS.

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum.

Databases: Oracle 10g, MySQL, SQL Server 2012/14.

Database Tools: SQL Client, TOAD, SQL Developer.

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat.

IDE: Visual Studio, Eclipse, NetBeans.

ServiceNow Version: Paris, London, New York, Madrid.

Tools: and Packages: SQL Developer, SSRS, SSIS, SSAS, TOAD, SQL Server Query Analyzer.

Operating Systems: Windows XP/Vista/7/10, Open SUSE, CentOS, iOS, Android.

PROFESSIONAL EXPERIENCE

Confidential, Baltimore, Maryland

ServiceNow Developer

Responsibilities:

• Effectively following Agile methodology, actively participating in daily Scrum meetings and discussions among stakeholders.
• Translate business requirements into technical architecture of the proposed solution taking advantage of out of box functionality minimizing required customization.
• Perform Architecture\Design, Software Development and System Administration for the company SaaS ITSM System called “ProtectThisHouse” on the ServiceNow PaaS Platform.
• Perform day-to-day administration of ServiceNow application, including making approved changes to process and workflows, building reports, managing data, personalizing lists, content management.
• Responsible for research, planning, coordination, and implementation of application solutions from conceptual design requirements.
• Work on Project Portfolio Management (PPM) module to view all the related projects, project tasks, project task links and Confidential the same time and track their progress by Gantt charts. Also worked on demands in the PPM module.
• Installed plugins for PPM, customized the form fields for IDEA, Demand, Enhancement, Project modules.
• Provided the demos to stakeholders how to utilize Resource Management where they could in corporate the hours worked towards a project.
• Implement integrating ServiceNow with external SOAP and REST based web services.
• Perform the task of using Discovery to load configuration information to CMDB.
• Work on Discovery and set up MID servers and check for the connectivity, troubleshooting Discovery tool.
• Work on Discovery to update computer related information on regular basis.
• Enable the SSO integration to provide single sign-on-access.
• Created customize Agent workspace portal for better visibility and resolving customer problems.
• Developed customize dynamic filters to accommodate certain KPI’s for analytical reporting.
• Designing and developing the Self-Service Portal, NOW Mobile, NOW Agent
• Experience with Integration snow with Power BI, EDM Portal, Moog-soft, Logic Monitoring, App Dynamics, Microsoft Azure, MS Teams.
• Design and maintain Service Portal for user access to Knowledge Base and Service Catalog.
• Involve in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Involve in upgrade planning activity New York, Orlando, Paris, Quebec, San Diego
• Promote and support the deployment of ServiceNow update sets to PROD.

Environment: Service Now, New York, Orlando, Quebec Asset Management, Incident Management, Change, CMDB, Discovery, Casper, Problem Management, HTML, CSS, PowerShell, Jelly Script, ServiceNow Portal, Reporting, ITOM, ITAM, ITBM.

Confidential, Maryland

ServiceNow Developer

Responsibilities:

• Involve in creation of Functional and Technical Design Documents as per the requirements from the business team.
• Create functional and technical specifications documents for various ServiceNow modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog in ServiceNow.
• Create various SLA as per client requirement with the Incident Management applications.
• Collaborated with Technology Service Desk and Service Management to evaluate requests to change, customize, and configure service now.
• Develop Page layouts, Navigations and presented designs and concepts to the clients for the management to review.
• Writing Catalog client scripts and UI policies to make client-side changes.
• Created the UI pages to use them in catalog items, implemented using UI scripts.
• Created Knowledge articles to document the steps in creating the catalog items.

Environment: Problem Management, Change Management, Incident Management, New York, HTML, CSS, Jelly Script, ServiceNow Portal.

Confidential, Kansas City, MO

ServiceNow Developer

Responsibilities:

• Involve in creation of Functional and Technical Design Documents as per the requirements from the business team.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Create functional and technical specifications documents for various ServiceNow modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Create various SLA as per client requirement with the Incident Management applications.
• Collaborated with Technology Service Desk and Service Management to evaluate requests to change, customize, and configure service now.
• Develop Page layouts, Navigations and presented designs and concepts to the clients for the management to review.
• Develop the webpages that included jQuery, JavaScript, and AJAX.
• Developed web presentation layer using JQUERY, HTML and CSS according to internal standards and guidelines.
• Configure ServiceNow discovery, Service Mapping, and orchestration.
• Worked on configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity.
• Configure multiple forms for Asset module using Configuration Management Database.
• Resolving typical User’s access and roles issues by checking active directory and user’s table.
• Creating database views to pull the reports on variables which 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.
• Working on different kinds of variables and variable sets.
• Design web applications using CSS and with the help of tags as per W3C standards.
• Worked on Orchestration to automate the top and frequently used service requests.
• Exposure to new plugins like incident alert management, orchestration, and structured problem analysis.
• Promote and support the deployment of Service Management processes to all groups interacting with the Service Catalog.
• Implement Service Catalog and Request, Workflow Design, and Configuration.
• Perform the task of using Discovery to load configuration information to CMDB.

Environment: Service Now, Service Watch, Asset Management, Incident Management, DevOps, New York, SCCM, CMDB, Discovery, Casper, Problem Management, Fire eye, HTML, CSS, MS SQL server 2008, PowerShell, Jelly Script, ServiceNow Portal.

Confidential, St. Louis, Missouri

ServiceNow Developer

Responsibilities:

• Design and implement new functionality using Business Rules, UI Policies, and Access Lists.
• Created Service Catalog and Request Workflow Design and Configuration.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Created Service Catalogs (Request Item, Order guide and record producer) and created Workflow to support the approval and task assignment.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions.
• Designed many email templates by using HTML and jelly scripting and used them in notifications.
• Working with client and functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate.
• Involved in loading the data from Remedy tool to ServiceNow instance in various forms like using RESTful API and SOAP API’s.
• Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in ServiceNow.
• Created transform maps for importing CMDB data.
• Worked on configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity.
• Provided Configuration Management reports and creating Dashboards as required.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue.
• Worked with the development and implementation of Asset and Configuration Management processes.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Written script includes and invokes them in business rules and client scripts.
• Imported Active Directory to ServiceNow using data sources.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Created transform maps both automatic field mapping and scripting.
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with ServiceNow using Email integration i.e., inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog, and Incident module.
• Performed Data migration to import data from other applications and external databases.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Java Script Includes to fulfill the requirements.
• Worked with Production release support, Deployment and L3 support.

Environment: SERVICE NOW (Eureka, Dublin), Java Script, HTML, CMDB, Discovery, RESTFUL API, SOAP, CSS, Jelly, Client Script, Asset Management.

Confidential, Colorado Springs, CO

ServiceNow Developer/Admin

Responsibilities:

• Involving in project implementation stage of requirement gathering, solution designing, Implementation, and development.
• Responsible for developing technical solutions on the ServiceNow platform to satisfy the business needs of the IT department.
• Managed Projects /tasks activities using Agile /Scrum within ServiceNow.
• Managed / Organized daily standup calls for project team members.
• Participated in Project management / planning discussions, tasks, and activities.
• Provided feedback to Project managers on project activities, tasks, milestones, status reports.
• Implementation of Custom Applications, Modules, Tables, and Views as per client's requirement.
• Customized form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management, and Service Catalog.
• Involved in Agile development process based on iterative development.
• Developed Import Sets to import data from different Sources.
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Involved in developing Transform Scripts to trigger events during import process.
• In depth experience in end-to-end asset management which includes both enterprise and end-user assets.
• Developed Scripts to invoke existing Script Include.
• User requirements are analyzed by interacting with system architect, developers, and business users.
• Worked on Orchestration to automate the top and frequently used service requests.
• Provided feedback to Project managers on project activities, tasks, milestones and in ensuring work is performed within scope, time and on budget for various agencies.
• Working on Service Portal to build the widgets with a mixture of server-side scripting and Angular JS.
• 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.
• Uses scripting tools and ServiceNow functionality create script to automate tasks being done in ServiceNow.
• Performs integrations and process automation using ServiceNow Orchestration.
• Working on integrating ServiceNow with tools like documented, external servers using SOAP and REST protocols.
• Provide day to day support in resolving production support issues.
• Installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Extensively used Debugging JavaScript using Chrome developer Toolbar, Firebug.

Environment: Service catalog, Asset Management, Analytics, Incident Management, Problem Management JavaScript, ITIL, UI actions, Ajax, Glide Record, Html, jQuery, jelly script, glide script. LDAP.

Confidential

.Net Developer

Responsibilities:

• Involved in analysis, design, development, testing, implementing, and supporting large scale web-based applications in Microsoft/Windows platform using .Net framework 2.0, ASP. Net, VB.Net.
• Direct experience in performing analysis and requirements gathering with customers.
• Developed and maintained 3-tier application for maintainability and scalability of the application.
• Created classes and core modules in VB.Net for implementing business layer.
• To exchange data from database used ADO.Net objects and developed LINQ Queries.
• Created and consumed WCF services and Web services to store product data in SQL Server Tables and to get the data from the external system.
• Developed Web Forms Using ASP.NET & VB.NET.
• Responsible for normalized database creation and wrote triggers and stored procedures for the database.
• Used Java Script for validating client-side data entry web screens.
• Developed the components for middle tier (Business Layer) using VB.Net.
• Developed Tables, Joins, Functions, Views, Constraints and Triggers in Microsoft SQL Server 2008. Extensively developed Stored Procedures in Microsoft SQL Server 2008 in exchanging data through database tables.
• Improved the application performance using stored procedures and connection pooling and Memory management.
• Involved in bug fixing and unit testing.

Environment: Visual Studio 2008, HTML, XML, AJAX, XSLT, XPATH, SQL Server 2008, T-SQL Stored procedures, IIS Server 6.0, MS-Visio, C#, ASP.NET 4.0, Web Services, Java Script.