PROFESSIONAL SUMMARY:

• IT professional with total experience of 7.6 years of 4+relevant experience in the field of ITSM. Extensive knowledge and experience in development, implementation and administration on ServiceNow Tool.
• Hands - on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog, Knowledge management. Experience with the following ServiceNow versions Dublin, Calgary, Eureka, Fuji.
• Manage successful upgrade from Eureka -> Geneva & Fuji ->Geneva ServiceNow versions.
• Upgrade implementations of ServiceNow Dublin to Eureka at Confidential ; Eureka to Fuji at Confidential ; Fuji to Geneva at Confidential
• Worked on Helsinki Version of ServiceNow.
• Expert in integrations using REST and SOAP API’s also designed moving attachments through Restful Web Services.
• Implementation of Service Onboarding through Service Catalog.
• Familiar with Studio Editor, Script Editor, Customizations and the API features of Geneva
• Experience in Server Script (Business Rules/Script Include) and good understanding of Server/Client API.
• Monitored and performed ServiceNow admin activities which involve user and group administration
• Experience includes advanced knowledge, understanding and implementation experience with ServiceNow IT Service Management, CMDB and Service Catalog solutions, best practices and industry trends. Proven track record of working in a fast-paced environment and demonstrating strong complex problem solving skills.
• Expert level knowledge in Microsoft Technologies like ASP.NET 2.0/3.5/4.0, C#, SQL Server and UI Development Technologies, Framework and Single Page Application (SPA) like AngularJS, Object Oriented JavaScript, jQuery, HTML5, Bootstrap, CSS3, Etc.,
• Debugging IIS, Tomcat, Apache, JBoss business services in Service Mapping and Solved unchartered mapping paths by creatively leveraging custom patterns within the Service Mapping.
• Actively involved in total end to end software model with proficiency in mapping client’s requirements, application design, development, integration & testing.
• Strong communication, collaboration & team building skills with proficiency at grasping new technical concepts & utilize the same in a productive manner.
• Completed ServiceNow Certified Administrator
• Completed ITIL V3 Foundation certification
• Infrastructure Operations/Management
• ITIL Service and Support
• Technology Infrastructure/Architecture Implementation
• Service Desk Creation and Operation
• IT Service Management (ITSM)
• Business Process Documentation and Design
• ServiceNow.com Application Administration
• Network Management
• Business Continuity Planning
• Customer and Vendor Relations
• Business Systems Analysis and Design
• Team Organization, Leadership, and Motivation
• Service Level Agreement Design and Operation
• Supervise, Evaluate, and Develop Staff
• Change Management / Change Control
• Information Security

TECHNICAL SKILLS:

• ITSM ITSM
• ServiceNow (Helsinki
• Geneva
• Fuji etc)
• HP Service Manager
• BMC Remedy (Remedy 9.8
• Smart IT)
• Java Script
• HTML
• CSS.
• ASP.NET 4.0
• VB.NET
• C#
• Visual Basic
• Java
• HTML
• AJAX
• Angular.js
• XML Web Services
• WCF
• WPF
• Silver light
• Bootstrap
• JavaScript
• JQuery
• .NET Framework (1.1/2.0 3.5 4.0 )
• ADO.NET
• LINQ
• Web Services
• SQL Server … T-SQL
• MS Access

WORK EXPERIENCE:

Confidential

ServiceNow Developer / Admin / Service Portal Developer

• Its fresh implementation for the Carnival client.
• Worked with process owners and Business stakeholder
• Reviewed documentation of Analyst which includes Business Requirements Document.
• Create new service catalog requests and items with variables
• Developed UI Appearance for Service Catalog Requests
• 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.
• Create, monitor, modify, and publish service catalog workflows with approvals
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Build reports, gauges and home pages
• Create and use update sets to move customizations between systems
• Search, populate, and customize the knowledge base
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Enhancement and improvisation of tool in terms of features and capabilities to be made available to customers.
• Developed the functionality of versioning of the Knowledge Management for the knowledge and knowledge admin role based users
• Used Access Control Rules for securing and providing the right access to right person/role.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Worked on Service Request Management, Incident Management, Change Management
• Created several workflows and workflow scripts using Workflow Editor.
• Used Notifications to send communication from the system.
• Monitored system performance and provided system statistics and reports to the Business.
• Develops conversion plans and procedures.
• Performed Data migration of CI Attributes for CMDB using import sets
• Managing CMDB.
• Installed Multiple Mid Server’s on the Jump Server.
• PowerShell Activities.
• Integrated ServiceNow with LDAP and enabled Single Sign on Customization of applications according to business needs.
• Created process documentation for the solutions implemented.
• Involved in development of Content Management system.
• Created groups for set of users, and used them for approval, assignment, receiving notifications.
• Integrated different back end systems using WebServices like SOAP and REST
• Worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.

Confidential, Cupertino, CA

ServiceNow Developer/Admin

• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Configuration Management, Service Request Management (Service-Catalog).
• Worked as a developer for an End-To-End development for a re-factoring project, resolved many issues and worked on CMDB Management to resolve issues.
• Worked on migration between various ServiceNow environments (Fuji to Geneva and Geneva to Helsinki).
• Replaced custom code with available Helsinki Functionality.
• Worked on the Geneva and Helsinki Versions of ServiceNow.
• Worked on Asset Management - Asset-CI mapping and synchronization, Activity updates for assets with enhancements provided in Helsinki.
• Worked on Change Management - Mass updates to Cis in Helsinki.
• Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities, in Helsinki Upgrade.
• Working on Report, dashboard designing.
• Experience in configuring email notifications in ServiceNow
• Worked on REST API as a third-party application for Integration.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Created UI Script for AngularJS
• Developed UI Appearance for Service Catalog Requests.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Used JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, 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, ESS, Service Desk, Service Catalog.
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts
• Imported Active Directory to Service now using data sources.

Confidential, Fairfax, VA

ServiceNow Developer/Admin

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Developed solutions in the service-now platform that are ITIL V3 compliant and defined business solutions for ITIL users.
• Service Catalog: Designed many catalog items out of which few catalog items involve integration using SOAP Web services, Restful API.
• Upgrade of ServiceNow Fuji to Geneva
• Worked with Import Sets and Update Sets in ServiceNow working on developing a complete new portal for HR. It is to be developed as a product. The target users are employers and job seekers.
• Designed and implemented new functionality using UI Policies and Data Policies
• Implementation of different Applications, Modules, Tables and Views as per client's requirement
• Involved in coding the Business Rules (Server Side Scripting), Client Scripts (Client Side Scripting), Script includes in the ServiceNow
• Set up the SLA for the incident, problem, change management processes as per the requirement
• Involved in various ServiceNow customizations as per client's requirement.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Designing the Content Management System for Varian system which involved CSS, Service catalogs
• Involved in customization of forms for various ServiceNow applications
• Involved in migration between various ServiceNow instances using Update Sets
• 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
• Has been part of end user self-service portal management.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record
• Load the data to service-now objects using import sets on daily, weekly, monthly and on demand
• Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation.
• Created Order Guides for New Employee and Contractor On boarding, New Position request.
• Created and loaded catalog items and record producers.
• Created various Catalog Client Scripts and Catalog UI Policies.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Loaded Assets and Configuration Items, Created relationships between CIs and Assets
• Created various outbound Email Notifications using Email Templates.
• Generating weekly reports and metrics for IT management.
• Configured metrics for indicating KPI of the Industry in different measure.
• Created many standard workflows which are being re-used and propagated.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Configured UI page and UI macro using Java script.
• Support User Acceptance Testing (UAT) including development of scripts and conducting UAT with end users.
• Created workflows for new user registration and also workflow to approve the change of level of access.
• Created couple of UI page using Jelly Scripting according to the user requirements.
• Implemented Single Sign On (SSO) using SAML 2.0 by uploading and configuring X509 Certificates into Cert Store.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Maintain the integrity of the service-now tool across production and non-production environments.
• Provide training on service-now process, operations and capability to all required teams.
• Involved in production support for all the Service-Now related issues.
• Configured Scheduled Data Import for importing data files.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Confidential

ServiceNow/Report Developer

• Used ITIL practices to implement ServiceNow applications in phase by phase approach.
• Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, diagnosing, resolving, monitoring, and reporting in ServiceNow.
• Upgrade implementations of ServiceNow Dublin to Eureka Eureka to Fuji.
• Created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow.
• Scheduled SLAs as per scope of tickets in ServiceNow.
• Configured Business Rules for customizing the tool in ServiceNow.
• Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts, Workflows in ServiceNow.
• Responsible in building Catalog items in ServiceNow.
• Responsible in building SLA and generating Reports in ServiceNow.
• Defined users, groups and roles and providing accessing permissions in ServiceNow.
• Participated in validating Form and Table level using UI Policies in ServiceNow.
• Worked with Import and Update sets in ServiceNow.
• Created Email notifications and scheduled in ServiceNow.
• Configured scheduled jobs in ServiceNow.
• SMTP configuration for outgoing mail from ServiceNow instance in ServiceNow.
• Designed and scheduled workflows and automated the frequent occurring activities across applications in ServiceNow.
• Customized forms and Lists of Incident and Problem Management tables in ServiceNow.
• Used Transform maps to import Data to Configuration Management in ServiceNow.
• Maintaining product catalog to import the configuration item records in ServiceNow.
• Importing the Data in different formats (excel, csv, xml) via attachments in ServiceNow.

.Net Developer

Confidential

• Created various analysis phase artifacts such as Use Cases, and Wireframes.
• Validate different EDI formats and transactions under HIPAA compliance.
• Participated in the architecture of the entire application
• Developed Web pages using ASP.NET, HTML, CSS and JavaScript
• Developed several reusable controls such as header, footer, and address controls using ASP.NET
• Developed business objects using C#.
• Design and Development of the module. Experience in testing Electronic Data Interchange (EDI) according to HIPAA Compliance.
• Created and modified PDF files using Adobe Acrobat and Photoshop.
• Extensively working on creating and consumed ASMX web services.
• Developed data access components using C# and ADO.NET.
• Perform HIPAA Validation of Clearing House application.
• Used AJAX controls for implementing partial post backs.
• Created stored procedures, triggers for data retrieval and data updates
• Developed various test harnesses for testing the business objects.
• Worked on user input validations, exceptional handling and logging
• Ensured SOX and internal control and process compliance.
• Compiled evidences for each ITGC control based on risk and frequency of the control to demonstrate compliance with SOX,HITECH, HIPAA.
• Ensured IT security and SOX Compliance requirements are implemented in New Systems, Enhancements and Upgrades.
• Worked on production issues, debugging the application and fixing the issues

Environment: Visual Studio 2008, C#, ASP.NET, ASM Web services, JQuery, AJAX, SQL Server 2005, HTML, JavaScript, Visual Source Safe, XML, Visio 2003, NUnit.

.Net Developer

Confidential

• Worked with HTML, CSS, JavaScript, and JQuery to build responsive web solutions.
• Created web pages, user controls, and maintained application in ASP.NET.
• Created Model classes, Data Transfer Objects (DTO), Views, and Controllers, while developing ASP.NET MVC 2.0 application using Razor view engine
• Implemented LINQ and Entity Framework to access data to/from SQL server 2005
• Implemented OOD patterns in the layers using C#
• Analyzed system, data usage and made appropriate changes to improve performance of overall system.

Environment: .NET 3.5, ASP.NET, MVC 2.0/3.0, Visual Studio 2008, HTML, XML, ADO.NET, LINQ, Entity Framework, JavaScript, JQuery, AJAX, SQL server 2005, CSS.