SUMMARY:

• Over 8+ years of experience in application design and development in various ITSM frameworks like HP Service Manager and Service Now.
• Over 2+ years of good experience on ServiceNow Development, Maintenance and Administration.
• Possess deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large - scale Service Now implementations.
• Experience in Service Management and Service Desk tools (ITIL Frame Work).
• Experience in working with design and development of CMDB in ServiceNow.
• Experience in creating the Custom Applications, Modules in ServiceNow as per the requirements.
• Experience in working on the ITIL Process Configuration like Incident and Problem Management, Change Management, Knowledge Management, CMDB, Asset Management and Service Catalog Management in ServiceNow.
• Populated Network CIs from In-house tool (NDB - network data base) to ServiceNow CMDB using Web services (XML) integration method.
• Populated computer & Software data from SCCM to ServiceNow CMDB.
• Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script.
• Hands on experience in Metrics Reporting and performing metrics analysis for Root-Cause identification.
• Experience in Service Now Orchestration.
• Experience in identifying and defining new business KPI's. Established baseline and set new target for the KPI's of all process areas in IT service management.
• Experience on the Implementation and maintenance of Business Rules, Client Scripts.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements
• Change management experience using Update Sets, Import Sets in ServiceNow.
• Experience in working with the workflows using ServiceNow workflow editor
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Facilitate the project team in FMEA, Risk Management, tracking Cost of Quality (CoQ) and performing RCA for improvements.
• Experience in working with UI Actions, UI Policies, UI Pages, UI Macros and Data Policies in ServiceNow
• Excellent experience in ServiceNow Administration and Production support.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Experience in working with Content Management System (CMS) using Jelly Script.
• Extensive experience in Access Control Lists (ACLs).
• Extensive experience of integrating ServiceNow with 3rd party tools with SOAP and REST services
• Conduct training on Six Sigma DMIAC methodologies and mentor process improvement projects.
• Well versed in all stages of software development life cycle, from conceptual design through entire development life cycle covering requirement analysis, designing, coding, testing and implementation.
• Strong knowledge in in all phases of Software Development Life Cycle (SDLC) for enterprise applications
• Configured SAML 2.0 Single Sign-on authentication, OKTA Single Sign-on authentication.
• Experience in application development using various advanced features of Oracle like Bulk Collect, Autonomous Transactions, Dynamic SQL, and Collections.
• Proficient working experience in SQL, PL/SQL, Stored Procedures, Functions, Packages, cursor, ref cursor, DB Triggers, table partition, Performance Tuning, SQL*Loader, and Indexes.
• Good Knowledge in Object Oriented Programming (OOP) and Object Oriented Design (OOD).
• Expertise in developing both Logical Modeling and Physical Data Modeling using Erwin.
• Extensively worked on Business Objects Administration. Uploaded the reports and created users and groups and setting the rights on them using Central Management Console (CMC).
• Excellent work ethics, self-motivated, quick learner and team oriented.
• An honest, well organized, self-motivated team player, possess exceptional analytical and management skills to make business efficient and effective. Innovative and creative to impel the organization towards a result oriented direction

TECHNICAL SKILLS:

Programming Languages: C, C++, JAVA, SAS, C#, PL/SQL

Scripting Languages: JavaScript, Angular JS, HTML, CSS, XML,JSON

Operating Systems: OS/390, MVS, MS Windows

ITSM Tools: ServiceNow, HPSM

Data Bases: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012

Tools: and Packages: Rational Rose, MS Office

Software Methodologies: SDLC, Waterfall, Agile

PROFESSIONAL EXPERIENCE:

Confidential, Plano, TX

Senior ServiceNow Developer/Admin

Responsibilities:

• Contributed to 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.
• Integrated AWS (Amazon Web Services) with ServiceNow to provision stacks using Orchestration.
• Populated Network CIs from In-house tool (SDM - Server data base) to ServiceNow CMDB using Web services (XML) integration method.
• Used JavaScript for writing the business rules and also developed the client scripts using JavaScript.
• Integrated Microsoft Azure with ServiceNow using Rest API.
• Worked with UI Policies and Data Policies.
• Involved in coding the Business Rules (Server Side Scripting), Client Scripts (Client Side Scripting), Script includes in the ServiceNow.
• Setup SLA’s for Incident, Problem and Change.
• Performed LDAP Integration to get and update the user information into ServiceNow.
• Creating the weekly, monthly metrics deck and sharing to the Senior Management and to the client.
• Worked on modules like Service Catalog, Incident, Problem, Change and CMDB.
• Worked on simple to complex Workflows to perform Orchestration and integrating to 3rd party tools.
• Created a Scripted Web Service to capture data from Amazon S3 and update in ServiceNow.
• Worked on Notifications and Inbox email actions.
• Created all the reports of incidents, problem and change management.
• Fixing the identified bugs, by finding the root cause by causal analysis.
• Worked on Discovery to update and insert computer related information on a regular basis.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.

Environment: Service Now, JavaScript, HTML 5, Web services.

Confidential, South Lake, Texas

ServiceNow Developer/Admin

Responsibilities:

• Involved in Requirement Gathering and Analysis, Development, Testing and deployment of multiple ServiceNow modules.
• Identified and Recommended the ITIL v3 methodologies to delivered technical methodologies around the ServiceNow platform.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements, developed and configured the ServiceNow platform.
• Involved in creation, testing and deployment of a Custom application.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, and Reporting.
• Involved in discussion with other technical teams to meet the business and technical requirements for ServiceNow such as SMTP Admin, IBM Data power, Webservice Owners and DBA to build integration to external and internal systems, currently using as SMTP (EMAIL), MID Server and Web Service (Construction, integration testing).
• Used HTML and Bootstrapping to customize the user interfaces.
• Worked on CMDB and Asset management.
• Enhanced the existing LDAP integration and modified business rules.
• Experience with relational databases such as MySQL, SQL*Plus, MS SQL Server and Oracle 11g.
• Performed Data migration to import data from other applications and external databases.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources and Used Import sets and Transform maps to import data into ServiceNow.
• Worked with the other solution groups to identify the Six Sigma Process improvement projects through process diagnostic activity.
• Created record producers.
• Involved in Creation and modification of various UI Policies, Data policies, Client scripts, Business Rules, Script includes, UI Actions
• Created Update Sets to migrate customizations from one instance to another instance.
• Created various SLA as per client requirement with the Incident Management applications.
• Created Email Templates and Email Notifications.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Created Service Catalog templates for various use cases which are used for Catalog Admins to develop Catalog items.
• Worked on creating, monitoring, modifying and publishing service catalog workflows with approvals.
• Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services, Email integrations, LDAP.
• Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Provided training and support to ServiceNow users.

Environment: Service Now, Oracle 10g, SQL Server 2005, and UNIX.

Confidential, Tampa, FL

Servicenow Developer/Admin

Responsibilities:

• Worked on End to End implementation of Discovery.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Maintained the Configuration Items and modified the forms and form Sections.
• Capable of suggesting best possible solution for any customer requirement or defect.
• Appreciated for suggesting and successfully implementing overall performance changes.
• Worked with UI pages, workflow and Core Configuration.
• Used scripting tools and ServiceNow functionality to create script to automate rote tasks being done in ServiceNow.
• Managed all aspects of the Service Catalog application, including scripting functions such as creating UI macros or business rules.
• Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters.
• Experience in developing web pages using JSP, HTML, CSS, XML, Java Script, AJAX jQuery,Angular js, Bootstrap.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Managed system upgrades in a timely and low-impact manner.
• Proposed and Implemented ITSM best practices in company's environment.
• Monitored health, usage and overall compliance of the application.
• Performed System and integration testing with sample/live data with Support Services team.

Environment: ServiceNow, Incident Management, ITIL, SQL, Problem Management.

Confidential

HPSM Developer

Responsibilities:

• Understanding the Business requirements and flow
• Grouping the business rules to prepare flow diagrams.
• Preparation of test cases, Test plans & Documentation, Preparation of test data and test Execution
• Managing users, profiles and roles for different - different users.
• Creating / modifying process, states, stored query, triggers, wizards, objects, menus, and inbox view as per business workflow requirement.
• Created Master sheet table which is integrated with category, subcategory, product type, roles profile tables and captures data from them. Doing this simplifies the job of updating in all individual tables without any errors.
• Understanding the Business requirements and flow.
• Preparing use cases and Test plans, Entity Relationship diagrams.
• Design and construction of programs.
• Code development, Walkthroughs and Testing.
• Fixing the identified bugs, by finding the root cause by causal analysis.
• Onsite - Offshore co-ordination.
• Technical documentation /User Manual preparation.

Confidential

HPSM Developer

Responsibilities:

• Implemented their current Support Central Process using ITSM software’s i.e. HP Service Manager, HP CMS from their current support central to improve the support central services and to leverage their business users with better services.
• Developed customer requirements/defect fixes around following modules in HP Service Manager: Service Desk Management, Incident Management, Service Level Management, Problem Management, Change/Release Management, Service Catalog and Knowledge Management.
• Integration between HP Service Manager and BMC Remedy to create an Asynchronous transaction.
• Customizing Formats, Format Control, Links, Display Option.
• Implemented Horizontal and vertical scaling.
• Managing users, profiles and roles for different - different users.
• Customizing and configuring notification, SLO, alerts, event base macros, and device.
• Creating / modifying process, states, stored query, triggers, wizards, objects.
• Developed java scripts to make customization and meet the requirements.
• Creating unload scripts for Application migration from development to production.
• Technical and Functional Training to new team members.
• Technical documentation /User Manual preparation.