PROFESSIONAL SUMMARY:

• A Qualified IT Professional with 8 years of experience with more than 3 years of experience as a Service - Now suite developer and administrator.
• Experience in working in the AGILE and Waterfall environments on various projects.
• Hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Experience in all phases of Software Development Life Cycle (SDLC) for applications based on MVC architecture.
• Experience on the Implementation and maintenance of Business Rules, Client Scripts.
• Good understanding and hands on experience on Helpdesk / Service Desk.
• Development and customization of various modules in ServiceNow to fulfill the client ongoing IT Services.
• Hands on experience developing CMS in Service Now.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Upgraded to Fuji, Eureka and Dublin.
• Extensively worked with JavaScript, AJAX and Glide Script for maintenance of Business Rules and UI policies.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Managed roles and permissions, group creations, ACL’s (access control lists) and Service Level Agreements (SLM).
• Good Understanding and hands on experience on Employee Self-service (ESS) portal.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Experience in working with Content Management System (CMS) using Jelly Script and UI Macros.
• Managed scheduled jobs, import sets and transform maps to maintain integration with associated databases.
• Good Knowledge in Object Oriented Programming (OOP) and Object Oriented Design (OOD).
• Good understanding of object oriented analysis design and application development.
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, Spring.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

TECHNICAL SKILL SET:

ITIL: ITSM, Service Now, JavaScript, HTML, CSS, ITSM Suite, HP Service Manager

Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL

Java: JDK 1.7, Collections, Multithreading, Generics, Exception Handling, Files and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring, JMS, Ajax, EJB, Spring IOC, Hibernate, Java Beans, JNDI, JMS

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML, JQuery, Apache Jelly

Databases: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere, Web Logic, Apache Tomcat

IDE: Eclipse, Net Beans, TOAD

PROFESSIONAL EXPERIENCE:

Confidential, SFO, CA

ServiceNow Developer/Admin

Responsibilities:

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Created roles, views and user groups pertaining to the use cases. ( Fuji and Eureka)
• Performs core configuration tasks including System policies, Business rules and Client scripts.
• Manages users, groups and roles.
• Advanced Schedule jobs and Business rule creation.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
• Develops and improves user systems procedures, and prepares systems documentation.
• Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Used Transform maps to import Data to Configuration Management in ServiceNow.
• Maintaining product catalog to import the configuration item records in ServiceNow.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Different reports are developed as per the client’s requirements and usage.

Environment: Service Now, Webservices, SOAP, XML, HTML, ITIL, SCRUM

Confidential, Atlanta, GA

ServiceNow Developer/Admin

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Setup the process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• Worked on loading the data into ServiceNow using import sets.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• 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.
• 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.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Involved in migration between various ServiceNow instances using Update Sets.
• Worked on loading the data into ServiceNow using import sets.
• Created various outbound Email Notifications using Email Templates.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation.
• Created Order Guides for New Employee and Contractor On boarding, Terminating Employee and Transfer of Employees.
• Created various Catalog Client Scripts and Catalog UI Policies.
• Loaded Assets and Configuration Items, Created relationships between Cis and Assets.
• Created inbound web services using Scripted Web Services and Import Set Web Services between Service Now and procurement Systems.
• Integrated with BMC Remedy using SOAP Messages and Scripted Web Services.
• Generating weekly reports and metrics for IT management.
• Created many standard workflows which are being re-used and propagated.
• Integrated Twilio with ServiceNow for Voice Alert Notification using REST API.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.

Environment: ServiceNow, JavaScript, HTML 5, Web services, Windows10, Oracle 11g, WINSCP, SQL*Plus, JavaScript.

Confidential, Mason, OH

ServiceNow Developer/Admin

Responsibilities:

• Provided direction and development work in a highly customized instance of ServiceNow as an internally-hosted setting.
• Integrated Service-now CMDB/BSM module with Service-now Incident Management module.
• Provided weekly KPI reports to upper management
• Deployed, configured and customized Service-now Service Request Management module.
• Created roles, views and user groups pertaining to the use cases. ( Fuji and Eureka)
• Performs core configuration tasks including System policies, Business rules and Client scripts.
• Manages users, groups and roles.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables.
• Different reports are developed as per the client’s requirements and usage.
• Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Used Transform maps to import Data to Configuration Management in ServiceNow.
• Maintaining product catalog to import the configuration item records in ServiceNow.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential, Dallas, TX

J2EE Developer

Responsibilities:

• Involved in analysis, design and development of the application and developed specifications that include UML Diagrams using Rational Rose.
• Involved in designing the user interfaces using JSP.
• Used WSAD for writing code for JSP, Servlets, Struts and EJB.
• Implemented persistence layer using Hibernate that use the POJOs to represent the persistence database tuples.
• Implemented the application using the co Confidential ete principles laid down by several design p Confidential erns such as MVC, Business Delegate, Session Facade, Service Locator, Data Access Object, Singleton and Factory.
• Developed JUnit test cases for all the developed modules.
• Used Hibernate to map the domain elements and Criteria API, named query for querying.

Environment: Core Java, J2EE, JSP, EJB, CSS3,JSTL, JNDI, Oracle 10g, HTML5, XML, DOM, SAX, ANT, Rational Rose, RAD 7, IBM Web Sphere 7.x, Hibernate 3.0, Spring 2.5, Log4J, Linux.

Confidential, Omaha, NE

J2EE Developer

Responsibilities:

• Involved in designing Class and Sequence diagrams with UML and Data flow diagrams
• Implemented MVC architecture using Struts framework to get the Free Quote.
• Designed and developed front end using JSP, Struts (tiles), XML, JavaScript, and HTML.
• Used Struts tag libraries to create JSP.
• Implemented Spring MVC, dependency Injection (DI) and aspect oriented programming (AOP) features along with Hibernate.
• Java Mail API was used to notify the Agents about the free quote and for sending Email to the Customer with Promotion Code for validation.
• Performed application development using Eclipse and WebSphere Application Server for deployment.
• Used Rational Clear Case for version control.

Environment: Java, Servlets, JSP, Struts 1.2, Spring 2.5, JavaScript, HTML, XML, JDBC, Hibernate 3.0, Oracle 9i, JUnit 3.8.1, Log4j, Ant 1.6.2, UML, ClearCase 7.0, WebSphere 6.0, Eclipse 3.4,GWT, Rational Toolset, Linux.

Confidential

Software Engineer

Responsibilities:

• Responsible for Table Design, Screen Design, Coding &Testing.
• Written Servlets to interact with database using JDBC.
• Involved in the development of web pages using HTML, Java, Servlets, JSP and JavaScript.
• Served as a point of contact between Customer ( Corporate RMG) and senior management.
• Involved in Knowledge Transfer Process & Mentored new recruits in the team.

Environment: Environment: Java, JSP, Servlets, HTML, JavaScript, Apache -Tomcat, JDBC 3.0, CSS, JUnit, Eclipse IDE 3.3, Oracle 9i, Windows NT.