SUMMARY:

• IT professional with total experience of 6+ years of relevant experience in the field of ITSM. Extensive knowledge and experience in implementation and Administration of Service Now, HP Service Manager /Service Center, Connect - It, SC-Auto and Asset Manager.
• Over 4 years of experience as a Service-Now suite developer and administrator
• 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.
• Experience with complex integrations within the ITSM environment such as Service Now -Siebel, Service Now - Web service integration with third-party application HP SM- MS exchange, HP SM -HP SC Auto, HP SM - HP uCMDB and HPSM - HPAM.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Good understanding of object oriented analysis design and application development.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Functional knowledge and implementation experience of ITSM frameworks.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Good experience in application development using Java/J2EE, JSP, Struts and 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 SKILLS:

ITSM Tools: Service-Now, ITSM Suite, HP Service Manager, HP Asser Manager

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

Databases: Oracle 10g, SQL Server 2005

Application Servers: IIS 5.0, Apache, Tomcat, Weblogic

Operating Systems: Windows 7, Windows 2008/XP, UNIX

J2EE: JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS

PROFESSIONAL EXPERIENCE:

Confidential, St .Louis, MO

Service Now Developer

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
• Discussing the business requirements with clients and documenting them into process requests.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with Knowledge of Content management
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on CMDB from the scratch
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool
• Worked extensively on LDAP integrations . Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC .
• Good knowledge on Single Sign on and event based integrations.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, cHTML5
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts
• Writing script includes invoking them in reference qualifiers or variable scripting.
• 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.
• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules
• Created many scripts which includes, Business rules (server side code) and also modified OOB

Environment: Service Now, Eureka, JavaScript, HTML 5, Windows 7,

Service Now Developer/Admin

Responsibilities:

• Working with client and functional requirements within Service Now.
• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
• Written script includes and invoked them in business rules and client scripts
• Imported many ci’s using import set tables
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: Service Now, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7

Production Supporter L3 Engineer

Responsibilities:

• Implementation, Customization and Configuration of different Service Manager Modules like Change, Request, ESS, Service Desk, Incident, Service Catalog, Problem and SLM.
• Monitoring and troubleshooting window based Connect IT Interfaces which were for SM- AM and AM-HR DB.
• Worked on the enhancement requests which required as part of SM and AM implementation.
• Developed Connect IT Scenario for the data flow from external HR database to AM portfolio module.
• Worked mostly on the Asset Manager Application designer, project was a new implementation. Customization included creation of page, screen, tab, Fields, Buttons.
• Software & Hardware Asset Tracking using HP Asset Manage.
• Integrated Asset Manager with other application using Web services.
• Good hand on experience in creation of new action, wizard, and workflow.
• Worked in Portfolio module and Software Asset Management modules.
• Worked on and worked on creation/modification of reports and procedure using PL SQL in Crystal report designer.

Environment: HP Service Manager 9.3,Dublin, HP Asset Manager 9.3, HP Connect-It 9 PLSQL, UNIX

Production support Engineer

Responsibilities:

• Providing On call support for highly critical issues outside the office hours.
• Bug fixing of Service Manager and Asset Manager different versions.
• Setting up customer system on our lab systems. Did for Boeing and Thomson Reuter.
• Most of the work involved in exploring the code and understanding the logic in customer environment.
• Used to interpret exceptional (boundary) cases and handled them appropriately.
• Participated in post-incident Problem management processes to identify the root causes of issues, and then develop plans to remediate issues.
• Developed moderately sophisticated database queries to extract data from various tools, filter and transform the data (pivots, etc.) and visualize data for reports and present.

Environment: Service Center 6.2, Service Manager 7.11, Oracle, Windows XP.