PROFESSIONAL SUMMARY:

• Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, and Performance Analytics.
• Ability to wear multiple hats like business analyst, project analyst, admin/developer .
• Understanding of IT Service Management ( ITSM ) and the ITIL business process along with the maintenance of Service level agreement (SLA) and monitoring SLA workflow.
• Experience in SOAP / REST integration, web services , Discovery, Workflow and CMDB .
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Expertise in using Splunk with shell script in creating scripts for various activities like Generating Server Status and Health reports, Deployments on large scale configuration of servers.
• Good at configuring Notifications, UI pages , UI Macros , Script Includes, Formatters , etc. in ServiceNow.
• Customized the Project portfolio management (PPM).
• Extensive experience on technical implementation of various Service - Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Extensively worked with Geneva, Fuji, Eureka, Berlin, Dublin releases of ServiceNow with strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions using the knowledge in ITSM tool and ITIL processes.
• Exposure to Service- Now platform tools like Discovery and Orchestration Environment.
• Experience in working with the monitoring platforms like Evanios and Liferay.
• Experience in upgrading of ITSM suite .
• Experience with the monitoring applications Logic monitor and Science logic.
• Experience in configuring / maintaining / customizing ITSM Incident, Problem Management and Change Management, Asset management, HR case management modules based on user requirements.
• Created and Managed Splunk DB connect Identities, Database Connections, Database Inputs, Outputs, lookups, access controls.
• Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile and SCRUM .
• Designed business applications using web technologies like HTML, XHTML, CSS and bootstrap.
• Developed User Interface of responsive website using HTML , CSS , Bootstrap , JavaScript , jQuery , AJAX , and AngularJS .
• Displays excellent time management skills, organizational agility and attention to detail.
• Excellent PC skills, MSOffice suite products, with an emphasis on Excel and Word.

TECHNICAL SKILLS:

Programming/Sripting languages: Java script, CSS, SQL, Python, Linux shell scripts, UNIX Shell Scripting.

Software methodologies: Agile, Scrum, SDLC, Waterfall

ITIL: ITIL, Service now, ITSM

Application servers: Web sphere, Apache Tomcat, Tools used Splunk 5x/6x Is 5.1 .5.3 6.1.3

Frameworks: HTML, Ajax, JSON, J Query, Angular JS

PROFESSIONAL EXPERIENCE:

Confidential

Service-now developer

Responsibilities:

• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules .
• Facilitating rollout of new applications and modules and Design and implement new functionality using Business Rules , UI Policies , Access Lists etc.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management ( Service-Catalog)
• Imported Configuration Items (CI) using import set tables . Worked on the asset management and imported the data in to the ServiceNow.
• Service Catalog Request Workflow Design and Configuration.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management.
• Worked on PPM project management and demand management.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions, create various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Involved in creating scorecards from Service-Now CMDB .
• Worked on Content Management System for different vendors using ServiceNow instance.
• Managing data with tables, CMDB import sets Users, Groups and roles.
• Created the inbound email actions and created RITM’s.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow
• Customized and created workflows for change management, Configuration Management, knowledge management and for service catalog items.

Environment : ServiceNow(Jakarta), CMDB, Asset Management, Incident Management, Problem Management, Project portfolio management, Inbound actions, Java script, XML, and HTML.

Confidential

Service now Administrator, Houston, TX

Responsibilities:

• Involved in Service-Now. Development, Customization and Administration.
• Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management, Email Notifications.
• Designing and maintaining production-quality Splunk dashboards.
• Application Support for Incident Management, Problem Management, Service Catalog.
• Involved in developing workflows, service portal , service catalog.
• Reviewed Business Rules and recommended solutions for implementation.
• Design and development of Service-Now forms, views and scripts to invoke existing Script.
• Used Glide Scripting to develop Business rules.
• Created several Client Scripts , UI policies, UI Scripts, UI Pages.
• Worked Email Template and Notification.
• Used Notify to communicate to group of users.
• Developed View, Approval and Assignment Rule Development.
• Development of SLA for the organizations.
• Implementation of Confidential .
• Developed the Service portal .
• Customized Service Catalog Management.
• Performed code migration using Update Sets.
• Used Web Services, Email Integration to integrate applications and data sources.
• Developed Import Sets to import data from different Sources
• Developed Transform maps to map values between Import Set and Service-Now tables.
• Involved in developing Transform Scripts to trigger events during import process.
• Helping application teams in on-boarding Splunk and creating dashboards/alerts/reports etc.
• Knowledge on License management - Optimization, Planning for audit as per License agreements, Tracking and managing the illegal software licenses
• Managing indexes and cluster indexes, Splunk web framework, data model and pivot tables.
• Awareness of procurement and with stores, and ensure all Assets are reconciled and optimized.
• Customization of Incident Management Application.
• Creation of assignment rules, Custom Related List, Dictionary fields, Workflows.
• Ordered Guides, Email Notifications and Inbound Actions.
• Customizations Migration between Instances using Update Set.
• Developed and maintained APIs and data integration processes between Service-Now and other services.
• Developed Access Control list using Scripting.
• Implementation & Configuration of ITSM suite and maintenance.
• Performing software development and configuration of Remedy service management tools.
• Requirement Analysis, preparing effort estimation, Designing, Development, Testing and Code review.
• Perform functional and regression testing.
• Development and maintenance of integrations built using Web services and vendor forms.
• Code Migration from development systems to TEST and Production systems.
• Coordinating with various teams during Development and Testing Phase.
• Prepare deployment documents, in life support procedural documents
• System Administration of Remedy Action Request System.
• Perform gap analysis and prepare requirements document to remediate identified gaps.

Environment : Service- Now(Eureka), Splunk, Splunk DB Connect and other modules, Html, CSS, JavaScript, Glide Script, CMDB cloud.

Confidential

Service now admin/developer, Chicago, IL

Responsibilities:

• Worked with clients to assess current state processes and tools, defined Service-Now requirements and developed and configured the Service-Now platform.
• Provide Regular support guidance to Splunk project teams on complex solution and issue resolution.
• Participated in Service- Now Quick Start Implementation process and worked with Service- Now in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog.
• Created portfolios in the Project portfolio management( PPM ) module.
• Developed the Gantt charts for the detail resource and task allocation.
• Configure the add-on ap p SSO Integration for user authentication and Single Sign-on in Splunk Web.
• Experience in Python general scripting, Hands on Experience in secure coding.
• Worked on CMDB and Asset management . Performed Data migration to import data from other applications and external databases.
• Involved in standardizing Splunk forwarder deployment, configuration and maintenance across UNIX and Windows platforms.
• Experience with ServiceNow Discovery tool Service Watch to Discover and import CMDB items.
• Worked on content management system (CMS) to create the custom interface of the applications.
• Worked on various modules of Service-Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front-end forms, and associated Client Scripts, UI policies , including advanced customizations that require modification of UI Pages /Macros.
• Configured and modified the HTML fields and tool bar using the Tiny MCE HTML editor .
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the Service-Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Created the personalized dashboards , generated the reports to keep the project on time with required functionality.
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Worked with Apache to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service-Now.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Developed new service catalog items and fix bugs in incident, problem and change management.

Environment : Splunk 6.0, Linux, Unix, Java Script, JSON, jQuery, Prototype, Webservices, SOAP, SQL, XML, HTML, iFrames, AJAX, Integrations, Cloud services, ITIL, SCRUM.

Confidential

Service-now admin/developer, Atlanta, GA

Responsibilities:

• Involved creation and administration of ServiceNow Applications, Modules, tables, columns as per requirements.
• Involved in development of Service catalog which includes creating new catalog items, designing workflows for Change management.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in ServiceNow.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Designed the layout, CSS , dynamic content for the End User Self- Service Portal design.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Utilization of CMDB to monitor the effectiveness and to check the production data.
• Created CI’s and utilized the data certification console to check the real-time status.
• Developed new Service Catalog Items and fix bugs in incident, problem and change management.
• Built ServiceNow forms from scratch along with advance customizations at the level of UI Macros/UI pages as per the complex requirements.
• Implemented Service Now process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management ( Service-Catalog).

Environment : ServiceNow-Eureka/Dublin, Web services, SOAP, XML, HTML, ITIL, SCRUM, Asset Management, Incident Management, Problem Management, HTTP, Java scripts, Workflows, SDLC.

Confidential

Service-now admin/developer, East Rutherford, NJ

Responsibilities:

• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Designing the Content Management System, which involved CSS and service catalog work.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's .
• Has been part of end user self- service portal management.
• Worked on creating users, roles, groups and load the data to service- now objects using import sets on daily, weekly, monthly and on request basis.
• Responsible for creating homepages including basic reporting gauge configuration and dashboard presentation .
• Maintain the integrity of the service- now tool across production and non-production environments.
• Involved in production support for all the Service - Now related issues.
• Created various front-end forms, and associated Client Scripts, UI policies , including advanced customizations that require modification of UIPages /Macros.
• Experience with scripting in ServiceNow.
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Environment : ServiceNow (Dublin), Java script, CSS.

Confidential

Service-now administrator, Lexington, Kentucky

Responsibilities:

• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules and Design and implement new functionality using Business Rules , UI Policies , Access Lists etc.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management ( Service-Catalog)
• Working on the Systems Requirement Specification ( SRS ) including problem analysis and system definition models.
• Service Catalog Request Workflow Design and Configuration.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management.
• Worked on PPM project management and demand management.
• Worked on Vendor performance management for evaluate and assigned roles to users.
• Involved in creating scorecards from Service-Now CMDB .
• Worked on Content Management System for different vendors using ServiceNow instance.
• Worked on the Domain Separation to achieve different requirements.
• Worked on the data separation and domain customization.
• Worked on Report, dashboard designing.
• Customized and created workflows for change management, Configuration Management, knowledge management and for service catalog items.

Environment : ServiceNow, CMDB, Asset Management, Incident Management, Problem Management, Cloud services, XML, and HTML.

Confidential

UI front-end developer, Houston, TX

Responsibilities:

• Responsible for website maintenance and enhancements.
• Analysis, design and development of Application based on J2EE and Design Patterns.
• Developed client-side validations using JavaScript.
• Assist back-end developers with coding and clients with troubleshooting.
• Worked on Fixed, fluid, elastic layout as well as box model to design web pages.
• Used JSON for data interchange and display data to page.
• Developing Environment in Application Servers like Web sphere , BEA WebLogic , Oracle , AWS (Amazon Web services), and Apache .
• Mentor members of the technical staff to support and assist in Splunk-related activities.
• Responsible to maintain HTML, CSS, JavaScript and jQuery as well as keeping the pages dynamic using AJAX, JSON and XML and AngularJS .
• Experience with Splunk UI/GUI development and operations roles.
• Responsible for overall User Interface development. Created multiple custom Directives, Filters, and components Created Custom Services.
• Created couple of custom, single-page, responsive web application to replace a legacy line-of-business web application.
• Leveraged AngularJS resources for all data access, encapsulating URLs and standardizing data access interfaces. Created custom directives for re-usable components.
• Implemented AngularJS Controllers to maintain each view data. Implemented Angular Service calls using Angular Factory.
• Involving all the stages of Software Development Life Cycle like Application Design, Development, Debugging and testing the applications. Implemented Responses Transactional email.
• Integrated the UI code with Backend, Used JSON for data exchange between the client and server.
• Maintained existing UI Applications and upgraded them using CSS , J Query , AJAX , JavaScript , JSON and HTML .
• Developed Restful Micro services using Spring Rest and MVC, for OSS services.
• Understand Third party specifications API doc - integrate with new service module package.
• Test Driven Development using Spring Test, Mockito, Junit, and Rest Assured for writing unit and integration test cases for restful services, camel routes and database calls.

Environment : HTML, CSS, JavaScript, J Query, Babel, SASS, DOM, Splunk, AngularJS, Dreamweaver, XML, Internet Explorer, Firefox, Photo shop Chrome, Oracle, Windows.

Confidential

UI developer

Responsibilities:

• Requirements gathering from business and defining specifications for the system.
• Coordination in project activities and ensure that all project phases are followed and documented properly.
• Worked in a team, involved in developing the user interface, layout and front-end programming (HTML) from wireframes.
• Extensively involved in coding of project related wireframes and prototypes.
• Designed the front-end applications, user interactive UI web pages using web technologies like HTML and CSS.
• Redesign the website using technologies of HTML and CSS .
• Used JQuery-Ajax plug-in to GET the data in JSON format and displayed on HTML page.
• Did extensive JavaScript and JQuery programming to give AJAX functionality for the website.
• Extensive experience in implementing model-view-controller ( MVC ) architecture using Angular Framework .
• Good knowledge of debugging JavaScript and html code with Firefox Firebug and Google chrome JavaScript debugger.
• Experience in cross browser compatibility check and thoroughly performed unit testing and integration testing.
• Re-designing/ developing the main website to improve user experience and add new functionality Using CSS layouts.
• Excelled in creating responsive and mobile first web applications.
• Designed dynamic and browser compatible pages using HTML , DHTML , CSS and JavaScript .
• Created UI designs using Web standards.
• Responsible for creating the screens with table-less designs meeting W3C standards.
• Developed CSS styles to maintain the uniformity of all the screens throughout the application and positioning of screen objects.
• Had experience integrating the websites with the back-end Database server.
• Developed responsive web pages by using Bootstrap .
• Worked with Agile methodologies with Scrum principles and test-driven development.

Environment : HTML, CSS, JavaScript, JQuery, JSON, Karma, Ajax, LESS, Angular JS framework, Bootstrap, Git.