SUMMARY:

• About 7 years of experience in IT industry with ITIL and ITSM management services.
• About 4 years of experience in ITSM and ServiceNow Development and Administration.
• Good knowledge about IT Infrastructure Library (ITIL) standards which are helpful in development and customization of IT service management applications.
• Experience in various services of ServiceNow on implementing end - to-end Service Catalog, Incident Management, Configuration and Asset Management, Problem Management, and Change Management with substantial experience on content management system.
• Excellent implementation and Administration experience in ServiceNow and IT Automation.
• Strong command in establishment and configuration of ServiceNow Applications, Modules, UI Policies, UI Actions, Data Policies, Client Scripts and Business Rules.
• Strong working knowledge of Software Development Life Cycle (SDLC) testing methodologies and techniques with experience in all the stages of SDLC such as Waterfall and Agile methodologies.
• Technical experience in web development using HTML, JavaScript, XML, Ajax, MySQL and CSS.
• Experience in creating and configuring the SLAs as per the requirement.
• Experience in working with various ServiceNow versions.
• Excellent assessment of Configuration Management Data Base (CMDB) and Asset Management Services.
• Experience in working with ServiceNow Workflows, Import Sets, Update Sets.
• Accomplished experience in ServiceNow Administration and Production support.
• Experience in immigrating between diverse domains in ServiceNow.
• Excellent interpersonal and communication skills and ability to be an effective team member as well as individual.
• Experience of interacting with development team as business analyst and capability to work under severe time constraints.

TECHNICAL SKILLS:

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

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net

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

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

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

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

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

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

ServiceNow versions: Calgary, Dublin, Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta

PROFESSIONAL EXPERIENCE:

Confidential, Columbus, OH

Admin and Developer

Roles and 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 Istanbul version of ServiceNow.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Excellent knowledge on code migration between various ServiceNow environments using Update Sets.
• Worked on loading the data into ServiceNow using import sets
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Involved in creating and configuring the SLAs as per the requirement.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Imported Configuration Items(CI) from third party applications using import set tables.
• Involved in migration between various ServiceNow instances using Update Sets.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• Involved in reconciliation of complicated workflows to simpler form.
• 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.
• Creating the UI pages to use them in catalog items using the UI Scripts.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• 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.
• Worked in creating various Custom Applications, Modules, Tables and Table extensions as per the requirements
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement.

Confidential, Atlanta

Developer/admin

Roles & Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functionalrequirements within ServiceNow.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions with Eureka and Geneva versions of ServiceNow.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA’s
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS,
• Service Desk, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Knowledge in AngularJS frameworks.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Designed, developed, and maintained the report portal which provides user access to scheduled reports and report parameters.
• Provided user training, guidance and instructions for information retrieval from Oracle databases.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the Service-Now and report related issues.
• Involved in basic SOAP message creation and Web service implementation.
• Implemented Social IT and Chat Application for the end user support.

Confidential, NJ

Developer

Roles and Responsibilities

• Worked with Calgary version of ServiceNow
• Worked with process owners and business stakeholders to translate business requirements into functionalrequirements within ServiceNow.
• Used JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Worked in production support for all the Service-Now and report related issues.
• Provided training and support to all ServiceNow users.
• Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA’s.
• Provided analysis, design and development of ServiceNow ticketing and incident management systems to supportthe company’s technical operations.
• Provided ServiceNow configuration and customization assistance including workflow administration, report setup,data imports, custom scripting and third-party software integrations.
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code.
• Supported the team responsible for the implementation and administration of the ServiceNow installation,including managing system configurations, gathered and documented user and process requirements, developedworkflow customizations, and performed quality assurance testing and user acceptance testing.

Confidential

Java Developer

Roles and Responsibilities:

• Involved in the System requirements and specification gathering.
• In v ol v ed i n t he d esi g n and dev el opmentof Web s e r v i c e s u s i ng Ja v a .
• Involved in testing the Webservices using SOAP UI tool.
• Worked on XSD, XML, XPATH, XQuery as part of developing the Webservices.
• D ev el opedP L / S Q L P a c k a ge s, P r o ced ur e s, Tr i g g ers, C urso r sand F u n c t i o n sas per t her equ i r em ent.
• Developed form beans to validate the JSPs.
• Developed Action Classes to act as adapters between Controller and Model.
• Wor k ed onS Q Lq ue r i e s, S Q L T u n i ng, P L / SQL T u n i ng & P e r f o r m an c e T u ni n g
• Im pl em ent ed l ogg i ngusi ngl og 4 j.
• D ev el oped an d i m pl em ent e dJu n i tT es t s.
• Configuring Struts Config file according to the application flow.
• Automated the flow in the JSP pages, for User interface.
• Developed Java Beans for Modularity and Reusability.
• Designing of Tables in Oracle by using Normalization techniques.
• Testing the Application using Unit Testing and Integration Testing.
• C r eat edJ MS com ponenta dapt e r st oi nt er a ctw it ht heO ra c l edat aba se .
• Wor k ed onS Q Lq ue r i e s, S Q L T u n i ng, P L / SQL T u n i ng & P e r f o r m an c e T u ni n g
• Im pl em ent ed l ogg i ngusi ngl og 4 j.
• I n v ol v ed i n t he d ef e ctt r ack i ng, fi x i ngandenh anc em ent s.

Confidential

Java Developer

Roles and Responsibilities

• Involved in analyzing system by gathering the requirements of Integration process.
• Designed and Developed UML diagrams like usecase, Class diagrams and Activity diagrams using Visio tool followingagile methodologies.
• Developed Webservices and exposed WSDL for clients interacting with ESB.
• Involved in integrating Web services with progress Sonic ESB
• Involved in developing webservices to take inputs from few applications using Spring Framework2.5.6.
• Designed and developed ESB processes for integrating the applications and involved in developing JMSTopics/Queues for applications data exchanges.
• Worked on XML, XSD and Transformations like XSLT and XPath for data validations and exchanges.
• Worked extensively on developing Java processes using Spring framework, Hibernate to process National InformationExchange Model (NIEM) formatted exchange of data
• Designed and developed JMS messaging services using J2EE by developing queues/Topic, sessions and endpoints inESB.
• Worked on Subversion for version control. Developed scripts to build and package.
• Trouble-shooting the application deployed over ESB environment and test application interaction with Progress SonicESB.