SUMMARY:

• Comprehensive 6+ years of professional IT industry experience with 3 years of hands on experience providing IT Service Management Solutions in the Service Now
• Proficient in all phases of Software Development Life Cycle (SDLC), such as Requirement Analysis, Design, Code Construction and Test.
• Handle internal HR activities such as interviewing, hiring and maintaining schedules and provide training and constructive feedback to analysts regarding performance and areas of improvement.
• Experience in Installation and Configuration of different modules of Service - Now.
• Direct hands on experience on various IT Services of Service-Now tool like Service Catalog, Asset Management, Configuration Management, Incident and Problem Management.
• Good knowledge on CMDB and Asset Management Services Business Services and Configuration item relationships.
• Expertise in creation of workflows for Service Catalog items in Service-Now.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Expertise in Design and configure ITSM and customizing the applications using Java script, AJAX, HTML and DHTML in Service Now.
• Development experience adhering with SDLC processes like Waterfall, Agile, Test Driven Development.
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration.
• Hands on experience in web development using HTML, JavaScript and CSS.

TECHNICAL SKILLS:

ITSM Tools: ITSM Suite, HP Service Manager, and HP Asser Manager

Tools: Remedy ARS, Help Desk, Change Management, Asset Management

Remedy Tools: Mid-Tier, Migrator, Import, AR Suite

Databases: SQL Server 2005, Oracle 10g, MS Access.

Languages: C, C++, Java, J2EE, HTML, XML, JavaScript, and SQL.

Application Servers: Apache Tomcat, Web Logic

Operating Systems: UNIX/LINUX, Mac-OS, Windows.

Reporting Tools: Crystal Reports, SQL Server Reporting Services and Data Reports

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

Lead ServiceNow Admin/Developer

Responsibilities:

• Development of Service catalog, which includes creating new catalog items, designing workflows and execution of plans.
• Scheduled numerous meetings to discuss the business requirements with clients and documenting them into process requests.
• Writing custom scripts for automating the process and integrating the service with external applications.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem and Request in Service Now.
• Involved in cloning activities and keeping the Test and UAT environments in sync with the Production instance.
• Worked on CMDB that involves importing the data and establishing the relationship between multiple Cis.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Installed mid servers on both Windows and Linux OS and configured discovery process to discover various servers and storage devices.
• Creating UI pages and implemented them in Service Catalog.
• Integrating Service catalog module with “Net cool” monitoring tool using Web Services and fixing the issues, which come up while the tolls are getting interacted.
• Created many scripts which includes Business rules (server side code) and modified OOB.

ServiceNow Admin/Developer

Responsibilities:

• Helping the Content Management(CMS) team in designing the portal and showcasing it into a user-friendly environment.
• Worked on domain separation to limit the accessibility of information to users belonging to different domains.
• Designing and implementing new functionalities using Business Rules, UI Policies, Client side scripting etc.
• Designed various workflows to achieve the required output.
• Created buttons and context menus both on forms and lists using UI actions.
• Designed many email templates by using html and jelly scripting.
• Wrote many script includes and invoked them in business rules and client scripts.
• Created inbound email actions to automate the incident creation process based on the domain of incoming emails.
• Writing custom scripts for automating the process and integrating the service with external applications.
• Monitoring Service-Now to ensure high quality output all times thus providing end users a very efficient environment.

ServiceNow Admin/Developer

Responsibilities:

• Worked on complete life cycle to implement Service Now on Berlin version.
• Wrote many Business Rules, Client Scripts, UI Actions etc. to achieve the desired output.
• Worked with database backup, restore, and disaster recovery operations using RMAN.
• Worked in configuring and implementing Oracle Data Guard solutions for Live Systems.
• Defined user roles, groups and configured LDAP.
• Developed Incident management. Using of WSDL for Soap messages, Perl attachments, Homepages, Portals, PDFs creator, emails, catalogs, modules and applications.
• Customized UI Appearance for Problem and Change Management Application.
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.

ServiceNow Developer

Responsibilities:

• Worked as a developer for an End-To-End development for a re-factoring project.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.
• Managing Data accurately by creating Tables and the App Creator Lab, Import Sets Lab and CMDB Lab which in turn helps in easy flow of data when necessary.
• Implemented AJAX functionality using JQUERY, JSON and XML.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.

Java Consultant

Responsibilities:

• Worked with the business users and analyzed the requirements.
• Responsible for Change management and Impact Analysis for introducing the authorization functionality around the existing system.
• Written Stored Procedures and packages for database operations
• Working closely with other teams of the project for pre-development and post-development (support to QA /business teams/data team).
• Developed Entity Beans and Session Beans for the Enterprise Prototype.
• Deployed the application on Web Logic server 8.0
• Installation, configuration and maintenance of Apache-Tomcat.
• Developed XML related APIs in Java as XML is the data transfer standard used for communication between applications.