SUMMARY:

• Over 5 + years of extensive experience in IT industry, experience in various ITSM frameworks and Java/J2EE enterprise application development with service now Admin / Developer Certification.
• Good knowledge of Web application development technologies such as HTML, Java Script, CSS, AJAX, XML, XSLT.
• Experience in client - side development with JavaScript, JQuery, JSON and DHTML.
• Strong experience in Development and Administration in Service Now Platform.
• Proficient in implementing ITSM modules like Incident, Change Request, CMDB, Asset and Service Request Management in Service Now platform.
• Experience with the other ITSM frameworks BMC Remedy and HP Service Desk.
• Excellent hands on experience with the ITIL process in Service Now: Incident Management, Problem Management, Change management, Knowledge Management.
• Creating Applications, Modules, Tables and Columns as per the requirements in Service Now.
• Well versed in integrating Service Now with other third-party applications like HPOO, Tally, BMC Remedy, Qualys &Twilit.
• Experience in integrating LDAP Server with Service Now to get the organizational Users, Groups, and Roles.
• Involved in environment promotions and managing Service Now using Update-Sets.
• Data loads for migration to Service Now - Import set & Transform maps.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Experience in configuring the Business Rules, Client Scripts, UI Policies, UI Actions, and SLAs in Service Now.
• Experience in designing and implementation of workflows using Service Now workflow editor.
• Experience using DISCOVERY to load configuration information to CMDB.
• Experience in generating the reports in Service Now as per the requirements in Service Now.
• Experience in working with Calgary, Dublin and Eureka, Fuji. Geneva, Helsinki versions of Service Now.
• Strong knowledge and experience in all the phases of SDLC.
• Experience in various software development practices Agile, Waterfall etc.
• Strong experience in web application development using HTML, Java Script, Java, J2EE Servlets, Java Collections, Excellent analytical, problem solving and communication skills.
• Efficient in client management skills, presentation skills, operational metrics, time management, analytical, excellent communication and interpersonal skills

TECHNICAL SKILLS:

Languages: SQL, C, C++, Java, J Query, Ajax, JavaScript, SQL, Angular js.

Operating Systems: Microsoft Windows, UNIX

Java and J2EE frameworks: Java, Java Collections, JSP, Servlets, Struts, Spring, Hibernate, DAO, DTO

Scripting Libraries: JQuery, Java Script, shell scripting

Databases & Tools: MS Access, MySQL,Toad, Oracle 8i, Oracle 9i, 11g.

Web Technologies &Application Servers: HTML, XML, JSP, JSF, Struts, CSS, JBOSS, Tomcat, Web Logic

PROFESSIONAL EXPERIENCE:

Confidential, Albany, NY

Service Now Developer/Admin

Responsibilities:

• Technical contributor to Service Now systems which includes three instances (Development, Test, and Production).
• Major responsibilities include coordinating, managing and performing technical activities for Service Now modules &applications.
• Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in Service Now.
• Upgrading instance from Geneva to Helsinki.
• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents
• Managed ITEC’s security policies, procedures & participated in security-related training.
• Experience in creating and configuring SLAs as per product requirements.
• Involved in LDAP integration with Service Now for obtaining users and groups.
• Experience with development of Service catalogs - catalog items, designing workflows and execution plans.
• Integrated AWS Config with the Service Now CMDB and Implemented efficient incident, problem and change management of services deployed Cloud Formation.
• Writing the Catalog client scripts and UI policies to make client-side changes
• Created ACL’s to grant access to specified users and managed the assignment rules.
• Developed new work flows and change management policies for Release management and Operations Automation.
• Setup & Administer Windows-based MID servers to run discovery on entire company software assets.
• Monitored ITIL Service delivery via process mapping audits and design procedures.
• Providing solution and standardized the ITSM process in bid management for to satisfy the customers.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Angular, CSS, and HTML5.
• Handling Day to day IM/PM and CM tickets according to the Priority & Business needs.
• Coordinate with Platform Management team, Incident management & developed SLAs.
• Designed Service catalogs, based on classification per Business needs: B2B, B2C & Mobile.
• Responsible for developing, evaluating & presenting weekly and monthly Change Management metrics to Executive Management.
• Developed monthly Change Cost Analysis reports of the clients to Executive Management Team.
• Developed a set of actionable and targeted change management plans - including communication plan, sponsor roadmap, coaching plan, training plan, SLAs and resistance management plan.
• Work with Product Teams to Integrate Change Management activities into the overall ITIL project plan.
• Exceptional understanding of Service Now functionality and ITIL processes which can be implemented in Service Now.

Service Now Developer/Admin

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents
• Implementation of different modules of Service Now as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs.
• Developing integrations both inbound and outbound. SOAP & REST.
• Setting up Mid-Servers for outbound integrations.
• Created ACL’s to grant access to specified users and managing the assignment rules.
• Moving Update set’s from non-production to production.
• Upgrading instance from Eureka to Fuji.
• Upgrading instance from Fuji to Geneva.
• Cloning of production instances to non-production instances.
• Performing by weekly releases in production.
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Customizations in Service Now forms as per client's requirement.
• Involved in redesigning the workflows using Service Now workflow editor
• Worked on migration between various Service Now environments using Update Sets
• Worked on loading the data into Service Now using import sets
• Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in Service Now
• Involved in creating and configuring the SLAs as per the requirement
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
• Troubleshooting HPOO and SCOM agent related issues.
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI
• Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for
• Service Now modules.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Involved in reconciliation of complicated workflows to simpler form.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5

Environment: ServiceNow, JavaScript, HTML 5, Windows 7, HTML, XML, JSP, JSF, Struts, CSS

Java Web application developer

Responsibilities:

• This Application is useful for customers to post orders online. Customers have the availability to use different operations like changing address, canceling the order. They can also split their orders and expedite online. Their order status will also be displayed on request.
• Roles and Responsibilities:
• Actively involved in analyzing and collecting user requirements.
• Wrote Specification for the development.
• Wrote JSPs, Servlets and deployed them on Tomcat application server.
• Involved in writing PL/SQL Stored procedures, views for backend database access.
• Used JavaScript and HTML for UI, servlets as front controllers.
• Developed Java Script for client side validations.
• Expertise in Object Oriented Design using UML-Rational Rose.
• Involved in Server side and Client side programming.
• Wrote SQL stored procedures and used JDBC to connect to database.
• Developed data layer using JDBC
• Created a user interface with HTML and JSP.
• Involved in developing various servlets and used DB2 as the database and wrote SQL & PL-SQL.
• Creating database views to pull the reports on variables, which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.

Environment: Java/J2EE, EJB, JDBC, Servlets, JSP, Eclipse IDE, HTML, XML, JavaScript, BEA WebLogic, Oracle, Internet Explorer, Windows.

Software Development Engineer

Responsibilities:

• Preparing Design specifications, development (coding), database design, Unit Testing and deploying the java applications in oracle Application11i on Linux Server.
• Also, responsible for providing post implementation Support & maintain code in case of any changes.
• Developed front end page using HTML, CSSa Script, DB2, SQL, PL-SQL, JDBC, UML, Apache Tomcat.
• Preparing Design specifications, development (coding), database design, Unit Testing and deploying the java applications in oracle Application11i on Linux Server.
• Also, responsible for providing post implementation Support & maintain code in case of any changes.
• Developed front end page using HTML, CSS
• Used JavaScript for form validations and field level validations.
• Developed platform HTML5, CSS, and JavaScript to match design specs for complex page layouts while adhering to code standards.
• Developed JavaScript library for rendering domain specific layout XML to the web.
• Involved in development of User Interface using HTML5, CSS3, JavaScript, and JQuery, AJAX
• Involved in coding Java, JDBC and Servlets interact with client and database.
• Involved in writing procedures, complex queries using PL/SQL to extract data from database and to delete the data and to read the data from Oracle database.
• Performed Unit Testing using JUnit for the modified codes.
• Involved in client interaction as well as client demonstration

Environment: Java/J2EE, EJB, JDBC, Servest, JSP, Eclipse IDE, HTML, XML, JavaScript, BEA Web Logic, Oracle, Internet Explorer, Windows.