SUMMARY:

• 7+ years of total experience including 4+ years of experience as a Service Now Developer and Administrator.
• Experience in designing, development and implementation of Service Now Platform.
• A Service Now Technology Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Change Management, Problem management, Reporting and Release Management with extensive knowledge on Content Management System.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Good knowledge in Database (Relational database), ITIL methodology, Scrum and Agile methodology.
• Experience in implementation experience of IT Service Management (ITSM) frameworks, demonstrated project management skills and experience working directly with customers and clients.
• Good experience in developing workflows and in customizing the applications in Service Now using Java script, Jelly, AJAX, HTML and DHTML.
• Working experience on Different versions of Service-Now: Calgary, Eureka, Fuji and Geneva.
• Configured SAML 2.0 Single Sign-on authentication, OKTA Single Sign-on authentication.
• Configured Applications using Service-Now tool used in ITIL Management.
• Strong understanding of ITIL V3, deep functional and technical knowledge in Service Now platform as well as experience delivering medium to large-scale Service Now implementations
• Deep knowledge of User Interface (UI) policies, data policies, UI actions, business rules and client scripts, activate plug-ins, manage data with tables, import sets and update set.
• Experience of various phases of SDLC - Requirement Analysis, Design, Code Construction and Test.
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience in software analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications using Java/J2EE technologies.
• Proficient working experience in SQL, PL/SQL, Stored Procedures, Functions, Packages, cursor, ref cursor, DB Triggers, table partition, Performance Tuning, SQL*Loader and Indexes.
• Expertise in Design and development of CMDB (Configuration Management) in Service Now.
• Expertise in Design and configure ITSM (incident, change, problem) in Service Now.
• Provided assistance to clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis.
• Excellent work ethics, self-motivated, quick learner and team oriented.

TECHNICAL SKILLS:

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

Programming Languages: Java, C, CSS, HTML, XML, JavaScript, SQL

Frameworks: Spring, Hibernate, JNDI, JMS, JSP, Servest, Struts.

Scripting Libraries: query, Java Script, Power Shell, Apache, Jelly, Bootstrap, Angular.JS, Angular2, Node, Knockout.

Databases: SQL Server 2012, Oracle 11g, RDBMS, ODBC

Web Technologies: HTML 5, CSS, ASP.NET, Web Services, WCF, MVC, REST Web API

Application Servers: Apache Tomcat, Web Logic

PROFESSIONAL EXPERIENCE

Confidential, FL

Service Now Developer/Admin

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Experience with jelly scripting in Service Now.
• Post Implementation worked as Service Now Administrator and supported any issues and resolved them accordingly.
• Able to code programs of high complexity; derive logical processes on technical platforms; engage in performance/integration testing, business and technical analysis, data analysis; data modeling; and build screens, windows and reports of high complexity.
• Developed solutions in the service-now platform that are ITIL V3 compliant and defined business solutions for ITIL users.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Creating new groups and adding users to the groups in service Now.
• Created and moved update sets to different Service Now instance.
• Designed and Developed Integration Frame work to support multiple integration
• Involved in coding the Business Rules (Server Side Scripting), Client Scripts (Client Side Scripting), Script includes in the Service Now.
• Extensively worked with Events and Notifications.
• Generated various reports on different modules in Service Now and generated reports on the Catalog item designer using scheduled jobs.
• Maintained the integrity of the service-now tool across production and non-production environments
• Modified several out of box scripts to render Service Portal as per business needs.
• Worked on integrating Service Now with external SOAP and REST based web services.
• Worked on JavaScript, XML in various areas of Service now including client scripts, business rules, UI Macros and UI Pages
• Developed solutions using web services, SOAP, JavaScript and other web technologies to integrate Service Now with internal/external systems and tools
• Involved in Designing, Development and Implementation of CMS (Content Management System) Website.
• Involved in Configuration, Web Services, Catalog Client Scripting, SOAP, Developing complex workflows.

Environment: Service Now, Service Portal, Orchestration, SCCM, JavaScript, CMDB, Jelly, Angular.JS, Node.JS, Glide Script, Load Runner, SOAP, Windows.

Confidential, Madison, WI

Service Now Developer/Admin

Responsibilities:

• Implemented Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• Service Now application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports
• Assist in the definition of business requirements and provide definitions and updates of system design documentation
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand
• Participate in the full SDLC Requirements Gathering, Analysis, design, coding, testing, training and operational support
• Experience on JavaScript, HTML, XML, AJAX
• Worked on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC
• Developed JavaScript library for rendering domain specific layout XML to the web.
• Integrated LDAP directory to streamline the user login process to automate the administrative tasks, such as creating users and assigning them role
• Loaded Configuration Items and relationships from excel files into service now using import sets and transform maps.
• Created SOAP and REST messages to communicate with - BMC Remedy, Tally and Sales force
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents
• Fix code issues, source control and migrate the solution to production environment following the IT processes of client.
• Migration of the Manage now(Incident Management), info web(Change Management) requests to the Service now
• The scripting and integrations that I have done in my project were handy all the time and easily understandable by all the members of the team.

Environment: Service Now, JavaScript, Html, CSS, Asset Manager, MS AD, MS Stack, MYSQL Glide Script, Web Services, Service Now Service Watch.

Confidential, FL

Service Now Developer

Responsibilities:

• Used ITIL practices to implement Service Now applications in phase by phase approach
• Responsible in building Catalog items in Service Now.
• Responsible in building SLA and generating Reports in Service Now.
• Designed and scheduled workflows and automated the frequent occurring activities across applications in Service Now.
• Participated in validating Form and Table level using UI Policies in Service Now.
• Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts, Workflows in Service Now
• Importing the Data in different formats (excel, cave, xml) via attachments in Service Now.
• Involved in creation of reports, dashboards in Service Now
• Worked on End to End implementation of Discovery.
• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.
• Resolved typical Users access and roles issues by checking active directory and users table. Environment: Service-Now Aspen, Oracle 11g, JavaScript, UNIX, Linux.
• Worked with client and gathered functional requirements within Service Now.
• Facilitated rollout of new applications and modules
• Created Buttons and context menus both on form and lists using UI actions
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request
• Designed many email templates by using html and jelly scripting and used them in notifications.

Environment: Service Now, JavaScript, CMDB, Java, Glide Script, Load Runner, SOAP, Windows.

Confidential

Java Developer

Responsibilities:

• Responsible for design and development of web pages using HTML, CSS including AJAX controls and XML.
• Developed UI using HTML, CSS, JavaScript validations and XML.
• Developed PL/SQL Packages, Procedures, Triggers, Cursors and Functions according to the requirement
• 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
• Involved in Unit testing
• Designed Presentation layer using MVC, Struts framework. Designed Action classes, Action forms and controller design.
• Designed Web Services architecture for the application using SOAP, XML/XSLT, WSDL and UDDI.
• Used HTML in the front end of the application.
• Experience in working in Unix environment using the commands.
• Used UML diagrams Use Cases, Object, Class, State, Sequence and Collaboration to design the application using Object Oriented analysis and design
• Involved in coding Java, JDBC and Servest interact with client and database.
• Used Hibernate for converting data in Database to business logic
• Involved in coding Java, JDBC and Servest interact with client and database.
• Used Hibernate for converting data in Database to business logic

Environment: JDK, JavaScript, JSP, Servest, Struts, JMS, WSAD, Oracle, Web Sphere Application Server 5.0, EJB, Ant, Linux.