SUMMARY:

• Around 8 years of experience in IT industry with 4 years of very good experience in ServiceNow Development, Maintenance, Implementation and Administration.
• Having 4 years of experience in the field of Database and implementation in PL/SQL.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Having extensive experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, CMDB, Asset Management and Knowledge Management.
• Expertise in Design and configure ITSM (incident, change, problem) and customizing the applications using Javascript and HTML in ServiceNow.
• Expertise in Design and developing custom applications in ServiceNow and utilize its potential in PaaS (Platform - as-a-Service).
• Expertise knowledge in using Content Management System (CMS).
• Expertise in implementation of ServiceNow modules, Data integration (CMDB) and ServiceNow catalog Items .
• Experience in working with Access Controls, Workflow, User Administration in ServiceNow.
• Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.
• Good knowledge on Service-Now Discovery module, comfortable deploying discoveries in a multi-datacenter environment. Proven Service-Now implementation experience. Multi-domain/service provider model experience within a SNOW platform.
• Implemented ServiceNow ITSM applications Incident, Change, and Helpdesk Management.
• Experience in Email integration, External web services integration (REST and SOAP based) in ServiceNow.
• Used SQL scripting to write queries in ServiceNow.
• Good hands-on experience with Geneva, Helsinki, Istanbul and Jakarta.
• Migrated Service-Now environment from Istanbul to Jakarta.
• Experienced in Migration process in ServiceNow .
• Strong skill set in the Service-Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, and CMDB.
• Good knowledge of CMDB and Asset Management services: Business Services and Configuration item relationships.
• Experience on the version Helsinki and knowledge on Istanbul, Jakarta
• Understanding of IT Service Management (ITSM) and the ITIL business process along with maintenance of service level agreement (SLA) and monitor an SLA workflow.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Maintain Single Sign-On integration and create an access control rule (ACL).
• Developed business requirements and technical design documents for implementing ServiceNow.
• Experience in data extraction, data migration and Data loading.
• Excellent communication and interpersonal skills.

TECHNICAL SKILLS:

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

Programming Languages: C, C++, Java, ASP.Net(C#), SQL

Web Technologies: XML, HTML, JavaScript, CSS, PHP

Software Methodologies: SDLC, Waterfall, Agile

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, SQL Developer

Web/Application Servers: Web Logic 10, Apache Tomcat, Windows Exchange

IDE: Eclipse

Tools and Packages: Rational Rose, Maven, MS Office, MATLAB

Operating Systems: Windows, Linux, Mac

PROFESSIONAL EXPERIENCE:

Confidential, Nashville, TN

ServiceNow Developer

Responsibilities:

• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Asset Management, Project portfolio Management and Knowledge Management.
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Created Portal from scratch and also created pages and widgets for the portal.
• Service-Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, and CMDB.
• Developed new service catalog items and fix bugs in incident, problem and change management.
• Expertise in Design and configure ITSM (incident, change, problem) and customizing the applications using Java script in ServiceNow.
• Develop custom integration components (SSO, LDAP, etc.) and integrate legacy systems with ServiceNow using mid-server, web Services, email and other relevant technologies.
• Worked on SSH, SFTP, REST Orchestration.
• Configuring SLA’s using SLA definitions for Incident, Catalog Tasks and Catalog Items.
• Responsible for access control, security, minor enhancements such as form or workflow editing.
• Manage system configurations, gather and document user and process requirements, develop workflow customizations, and support quality assurance teams.
• Created various catalog items and designed advanced Workflows.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Worked on creating new catalog items and workflows.
• Worked on creating Dashboards, Custom Charts, Reports, Business Rules, Script Includes, Fix Scripts, ACL’s and SLA’s.
• Worked on the complex change workflow, risk assessment and conflicts.
• Worked as a release coordinator, implementing and validating various update sets.
• Activating plugins like Performance Analytics (PA), Key performance indicators (KPI) of incident and problem management as recommended by ITIL.
• Involved in Upgrade from Helsinki to Kingston.
• Implemented ServiceNow ITSM applications using ITIL services best practice processes, methods, testing, and training projects.
• Designed Templates and triggered various Email Notifications.
• Service Catalog and Request Workflow Design and Configuration created various workflows for incident management, change management, service requests and SLA’s.
• Implementation of CMDB and Incident Management, and Service Catalog.
• Created multiple pages with widgets containing complex structures and also has the information of the complex data to be displayed in the widget .
• Integrating ServiceNow with other systems and customization.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Responsible for Development Team Performance

Environment: JavaScript, JQuery, Java, Html, CSS, Glide Script, MySQL, ServiceNow (Helsinki), Web Services, Asset management, Reports, Knowledge Management, Incident management, problem management, Catalog items, Change management, Service catalogs, Service portal.s

Confidential, Irving, TX

ServiceNow Admin/Developer

Responsibilities:

• Actively Involved in End User Portal design, and also the ongoing support and maintenance using CMS application Service Now.
• Gathered requirements for SLA and configured in ServiceNow customization using business rules and catalog client scripts.
• Service Catalog design and workflow design based on the approval and fulfillment process.
• This is end-to-end development of the catalog which includes requirement analysis, catalog form design, workflow design along with the dedicated catalog home page using CMS.
• Using Email Integration and Web Services for integrating data sources and applications.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Service catalog and request workflow design and configuration .
• Implementation of bootstrap framework in the End User Portal to make it interactive, responsive (angular.js+java script + HTML + CSS).
• Responsible for gathering requirements and customizing for integration for organization from the scratch.
• Worked with ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, and Incident Templates.
• Created custom incident mapping rules table and script include to convert alerts to incidents.
• Involved in the development of the Portal Pages, Home Page, home Page administration and layout design.
• Widget creation and use of gadget for the custom display block.
• Created UI page and UI Macro by using jelly.
• Involved in CMS page layout design, by using the HTML DIV based layout, drop zone creation along with JQUERY and CSS.
• Style sheet creation for the UI page, Dynamic Content and CMS page.
• More customized and more user friendly Search Box for Service Catalog, using the bootstrap, dynamic content.
• Involved in number of IT Dashboard Creation, Report Creation and Gauge Creation.
• Involved in design of the Knowledge Management Portal.
• Using the best practice for migrating the customization from one instance to another which include creation of update set, preview, commit of update sets and merge operation.
• Report Creation for SLA for Incident, catalog task based on the severity.
• Using SCRUM methodology for the development and for defect tracking.

Environment: Html, CSS, JavaScript, Glide Script, ServiceNow

Confidential, Indianapolis, Indiana

ServiceNow Admin/Developer

Responsibilities:

• Involved in Designing, Development and Implementation of CMS (Content Management System) Website.
• Designed a company-wide Service Catalog that offers a collection of services.
• Involved in customization of UI for a knowledge base.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications.
• Created customized login pages, search pages with drop down list in search bar.
• Updating Incident/Problem/Change module based on client feedback.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also Workflow has been created to support the Approval workflow and task assignment.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, Schedule a call from the service desk and schedule a time for solving the issues with one to one personally.
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents.
• Exposure on multi-domain systems to communicate each other.
• Involved in writing of CSS, HTML, XML, JavaScript, and JQuery.
• Used Bootstrap framework for the development of responsive pages for desktop, mobile UI, iPad, iPhone and android enabled devices.
• Created update sets for configuring in different instances i.e., temp, test, UAT, dev and production instances.
• Met all Service Level Agreements (SLA’s) and delivered all significant result and deadlines.
• Change module, Incident module, Problem module are updated on client’s feedback.
• Actively involved in daily Scrum meetings.

Environment: JavaScript, Html, CSS, Glide Script, ServiceNow (Eureka), Web Services.

Confidential

UI Developer

Responsibilities:

• Participated in gathering requirements and developing functional documents.
• Working as a UI Developer for internal application
• Developed Application to asses JSON and XMl from Restful web service from consumer side using JavaScript.
• Developed the front-end web page by using HTML5, CSS3, and JavaScript, taking advantage of the frameworks Angular.JS.
• Working with browsers compatibility issues.
• Estimated time to develop for all approved prototypes and the implementation of those prototypes using jQuery and CSS as well as showing to project leads and receiving and implementing any changes or implementation updates.
• Generated Class diagrams and Sequence diagrams using Rational Rose.
• Developed web service clients.
• Written Client side and server side validations.
• Written unit tests using JUnit.
• Used SQL Developer tool for interacting with Database and written complex SQL queries.
• Deployed the application in UNIX environments.

Environment: JavaScript, JQuery, Angular.JS, CSS, HTML, XHTML.

Confidential

Java/UI Developer

Responsibilities:

• Worked on Oracle, spring, and Hibernate based 24x7 Web application.
• Built an end to end vertical slice for a JEE based billing application using popular frameworks like Spring, Hibernate, XHTML, Maven2, and Ajax by applying OO design concepts, design patterns, and best practices.
• Strong experience in HTML, JSP, CSS and JavaScript
• Designed the logical and physical data model, generated DDL scripts, and wrote DML scripts for Oracle database.
• Tuned SQL statements, Hibernate mapping, and Websphere application server to improve performance, and consequently met the SLAs.
• Gathered business requirements and wrote functional specifications and detailed design documents.
• Improved the build process by migrating it from Ant to Maven2.
• Built and deployed Java applications into multiple UNIX based environments and produced both unit and functional test results along with release notes.

Environment: Java/J2EE, Struts/ Spring Framework, DB2, Documentum, PL/SQL, UNIX, WebSphere, and SQL Server.