PROFESSIONAL SUMMERY:

• A Qualified IT Professional with 7+ years of experience including 4 years of experience as a ServiceNow suite Developer
• Around 3 years of experience in Java / J2EE Development of web centric, object oriented enterprise applications using Java / J2EE technologies
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with Customers and Clients
• Direct 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
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes
• Good Knowledge of CMDB and Asset Management Services: Business Services and Configuration Item relationships
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration
• Worked on Various Web Services Integrations using SOAP and REST
• Excellent hand-on experience in Client and Server side Scripting
• Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions
• Good understanding of Remedy Mid-tier system, Web Services, Crystal Report
• Customized ITSM, Incident, Problem Management and Change Management modules based on user requirements
• Hands on experience with various Project and Portfolio Management modules using tools like Clarity.
• Hands on experience in web development using HTML, JavaScript, CSS, AngularJS and application development using Java / J2EE, JSP
• Experience with complex integrations within the ITSM environment such as ServiceNow-Siebel, ServiceNow-Webservice integration with third-party application HP SM- MS exchange, HP SM -HP SC Auto, HP SM - HP uCMDB and HPSM - HPAM
• Involved in Release management activities like, creating implementation plans, Migrating update sets, managing release end to end schedule Clones across non prod instances
• A detail oriented self-starter and a team player who has the ability to produce quality work on time in a fast-paced, deadline-driven environment and capable of managing multiple projects simultaneously

TECHNICAL SKILLS:

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

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC.

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

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

Databases: Oracle 10g, MySQL.

Database Tools: SQL Client, TOAD, SQL Developer.

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

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow Developer

Responsibilities:

• Maintained, Administered, Implemented applications in ServiceNow Instances like DEV,TEST and PROD.
• Developed an Automated Application- Bulk Asset Uploads where Server Planner will have the ability to load the Asset and CI data using spread sheets and a detailed Error log will be given to Server Planner for each record and column and a reason of failure for every field.
• Implemented Client Scripts, Business Rules, OOB Implementations, Scheduled Jobs, Script Includes, transformation Maps, UI and Data Policies for Asset and Disaster Recovery Projects.
• Created dashboards for Asset Managers, Server Planner and Admins to monitor the data.
• Created Service Catalog Items and complex workflows which deals multiple tasks, approvals, assignment of current users to groups and roles to them in workflows.
• Created Record Producers to which enables Servers Planners to load the data using Spreadsheets.
• Developed an Automated Application- Scripted Web Services and Outbound SOAP Messages to provide Sync procedure for Groups, Users in Groups and Groups has Roles in all instances PROD, TEST and DEV.
• Developed an Automated Application- Scheduled job and an UI action to resend the Approval Emails for every 30 days when the Approvals are in Requested State.
• Developed an Application- Adding ‘Impersonater Role’ to the delegate for demand management group Users.
• Global Directory Integration from ICC to SFTP Mail Server and its Transformation Maps.
• Atrium Database Integration to Service Now for Asset Management.
• Developed transform maps for Atrium database tables to Service Now Asset Management related tables and its relationships.
• Data related Issues and its fixes
• Developed Transform Maps for Asset and CI Bulk Uploads and its automation. Normalization of Models.
• Upgraded DEV, Test and Prod Instances from Fuji to Geneva and fixing its issues.
• Used Team Development Module for Pull/Push updates and configurations from one instance to other instance.
• Created Scheduled Reports for Server Planners and Asset Managers.
• Created Database Views to test and validate the data.
• Installed MID Servers for Integrations.

Confidential, Tampa, Florida

ServiceNow Administrator/ Developer

Responsibilities:

• Gathering detailed Business and Technical requirements from customer for development of Service Requests
• Transform functional requirements into detailed technical designs that represent actionable development tasks
• Attended review meetings and project meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog, Incident, Problem and Service Level Management Implementation.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog)
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules
• Configuration and customization of Help Desk and different Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements. Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation
• Experience on developing Content Management System (CMS) and Jelly Scripting solutions on ServiceNow
• Responsible for creating homepages including basic Reporting. Analyzed various problems and created new solutions and new techniques
• Worked on CMDB and Asset management. Performed Data migration to import data from other Applications and external databases. Implementing ServiceNow Discovery and CMDB and integrating it with Change management
• Created Update sets to move customizations between different systems
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal / external systems and tools
• Performed System and integration testing with sample/live data with Support Services team.
• Budget management for all ITSM, Service desk and QA departments

Environment:: ServiceNow, ITIL, ITSM, HTML, JavaScript, XML, Angular JS, SNMP

Confidential, Albuquerque, NM

ServiceNow Developer

Responsibilities:

• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules
• Created dynamic UI applications using HTML and Angular JS
• Implemented Demand and Project management and Customized workflows for approvals and associated tasks
• Created dashboards for managers and executives
• Created workflows for routine, comprehensive and outage change requests and added a need field called "not testable" on change task and routed accordingly in the workflow
• Have much experience on the queue management of requests and Incidents and on time resolution of the issues reported
• Implemented SOAP web services integration authentication model and Custom Processors
• This integration lets Service Desk Support Users communicate with the end-users using live chat and remote support from Service Now interface
• Actively involved in daily Scrum meetings, designing, configuring and customizing new applications and modules
• Assisting in troubleshooting patch / release management issues
• Streamlined SaaS type of outages in the workflow, by adding SaaS field in Configuration item
• Enabled infrastructure requests like application access, network directory access, URL access requests, and server reboot in service catalog
• Very good understanding of SDLC process for new development and to log a defect
• Configured Service Level Agreements to define certain levels of service from both internal and external providers

Environment:: ServiceNow, ITIL, ITSM, HTML, JavaScript, AngularJS, Perl, BMC Remedy, PowerShell, SNMP

Confidential, San Jose, CA

ServiceNow and Remedy Administrator

Responsibilities:

• Provided operational support of existing BMC Remedy Action Request System applications, including development and implementation of minor application customizations
• Implemented accountable for network engineering support the corporate campus, thirteen distribution centers, over a thousand retail stores, multiple remote offices and field users (with routing, switching, load balancing, firewall and VPN remote access technologies)
• Extensively involved in creating Remedy Forms and Workflow objects to customize BMC Remedy OOB applications and custom functionality
• Updating the configuration database with the asset details which involved integrating with various 3rd party tools
• Maintained Asset details for the client environment and involved in maintaining software compliance for the assets and taking remedy actions for licensing issues
• Built different kinds of Ambulatory & Hospital Billing reports like Flow sheets Summary, Encounters with Medication list, Procedure orders by provider, Medication orders by provider
• User requirement definitions determine field locations INI # through Data dictionary and record viewer and obtain sign off from user
• Good in Creating and Customizing Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions
• Converting user requirements from rhetoric statements to mathematical expression and build technical specification documents
• Recommend alterations of build process for reliable data. E.g. move some flow sheet data to discrete data element
• Created and managed application reports using Reporting Workbench
• Interacted with BMC and internal teams to help solved critical issues
• Configuration Remedy ITSM, Asset Management, RKM and SLA Management
• Working with Discovery tools like ServiceWatch to discover and Import Configuration items into Remedy CMDB
• Configuration of CMDB, Normalization engine and creation of Re con jobs
• Asset management activities like CI management, catalog management, creation and maintenance of Contracts and Software Licenses
• Map assets into ServiceNow integrating with HP Asset Manager
• Raising Purchase requisitions and working with procurement teams
• Documented all business processes and functionality being provided by the BMC Remedy solution, so that a like solution could be provided by the outsourced information technology service provider chosen by the company

Environment: HP Service Manager 9.3, HP Asset Manager 9.3, HP Connect-It 9.20, PL SQL, UNIX

Confidential

Java/ J2EE Programmer Analyst

Responsibilities:

• Involved in preparing the Detailed Design document for the project
• Implemented waterfall model
• Developed Action Forms and Action Classes in Struts framework
• Identified the Action and DynaAction form Classes, based on the Struts framework, to handle the pages
• Created tile definitions, struts-config files and resource bundles using Struts framework
• Developed web pages using JSP, HTML and DHTML
• Developed XSL templates and XSL schemas to generate the view part of MVC architecture
• Used Struts framework as controller part and developed business logics in model part
• Involved in the debugging of the applications
• Involved in the development of the presentation tier using JSP, HTML, CSS, XML, XSL, JavaScript and Servlets for login, find Subscriptions modules
• Implemented AJAX and JavaScript for client side validations

Environment: Java, J2EE, JSP, Spring MVC, Oracle, XML, Maven, Rational Rose, Eclipse, LOG4J, SVN, Weblogic Application Server, Web services, JDBC, JavaScript, AJAX, JUnit, Design patterns