SUMMARY:

• Overall 7 years of Professional IT Experience with around 3 years of Experience in Service Nowplatform as Developer
• Strong experience in working on the ITIL Process configuration like Incident and Problem Management, Change Management, Notifications, Knowledge Management.
• Hands on experience in creating the custom Applications, Modules in Service Now.
• Extensive experience on Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts.
• Experience on various Service Now customizations as per client's requirement.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements
• Experience in configuring the ACLs in Service Now
• Experience in migrating between various environments in Service Now using Update Sets, Import Sets.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Experience in configuring email notifications in Service Now, UI Pages, UI Macro, Scheduled Jobs, Script Includes, and Events.
• Experience in creating reports in Service Now and schedule the report generation in Service Now.
• Knowledge of working with different kind of scripts in ServiceNow and their order of execution
• Strong experience in working in various software development practices like Waterfall, Agile.
• Experience in managing the Configuration Management Library and providing information on the status of all the master copies of CIs.
• Experience with web development using Java Script, JQuery, Jelly, CSS, HTML
• Experience in working on SQL queries, SQL Tuning, PL/SQL Tuning
• Experience working with JDBC, Servlets, JSP, JSF, Spring, Hibernate, Web Services and REST Services.
• Good Knowledge in implementing Data Structures, Algorithms and Design Patterns.
• Extensive experience working with databases Oracle PL/SQL, MySQL and SQL Server.
• Well versed with designing Use - cases, Class diagrams and Sequence diagrams in UML using Rational Rose and MS Visio.
• Experience with Tomcat, Weblogic and JBoss application servers.
• Experience working with Operations teams in production deployments and providing developer support to fix real-time production issues.
• Experience in using Maven and ANT for build automation.
• Experience in using version control tools like SVN, Clear case, CVS
• Good Knowledge of using IDE Tools like Eclipse, NetBeans, RAD for Java/J2EE application development. Willing to relocate: AnywhereAuthorized to work in the US for any employer

TECHNICAL SKILLS:

Programming Languages: Core java, J2EE, C, C++, SQL/PLSQL

Web Technologies: HTML, CSS, Bootstrap, JavaScript, XML, Jelly, Ajax, Glide scripting AngularJS,PHP,SOAP Software Methodologies SDLC, Waterfall, Agile, Scrum

Operating Systems: Microsoft Windows, Linux

Application Tools / Frame works: Service-Now (ITSM Tool), NetBeans, Eclipse, MySQL Source Control SVN, Git

Application Servers: Apache, Tomcat, WebLogic

Databases: Oracle11g, Microsoft SQL Server

PROFESSIONAL EXPERIENCE:

Sr. Service Now Dev/Admin

Confidential - Southlake, TX

Responsibilities:

• Create, monitor, modify, and publish service catalog workflows with approvals
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Involved in redesigning the workflows using Service - Now workflow editor
• Involved in reconciliation of complicated workflows to simpler form.
• Worked on creating the UI pages to use them in catalog items using the UI Scripts
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Created SLA's definition and its properties.
• Configured workflows and notification conditions for SLA.
• Developed UI Appearance for Service Catalog Requests
• Build reports, gauges, and home pages.
• Used Record Producers to create Incident and Change.
• Create and use update sets to move customizations between systems.
• Working on converting a running customer complaint site in PHP to Service Now CMS project.
• Used ACL's for controlling the security mechanism in Service Now.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Responsible for administering the Service-now Instances and Clone Scheduling Process
• Working with Complex workflows in Service Catalog for interaction with Third Party Sources.
• Handling Production support tickets and assigning them to appropriate teams.
• Worked on CMDB.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.

Environment: Service Now, Asset Management, Incident Management, ITIL, HTML5, Java script, Jelly Script, Web Services, HTML, CSS, CMDB.

Service Now Developer/Admin

Confidential - Winston-Salem, NC

Responsibilities:

• Customizing the forms and lists of Incident and Problem Management tables.
• Customized the used Change Application to personalize menus and rules as per process requirements.
• Extensively worked writing Sever side scripts, developing Business Rules, UI Action to achieve business rules in Service Now.
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the Service Now platform.
• Worked on Update sets, UI scripts, Notifications as part of customizing the SNOW.
• Configured SLA workflow for the advance SLA configuration.
• Used Glide Record to retrieve and update data on different business conditions.
• Involved in working with ESS functionality and implemented appropriate workflow.
• Coordinated Service Catalog options, including two - step checkout, cart controls, variables.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Creation of catalog Items with Variables and Variable sets.
• Experience installing, configuration and administration of CMDB.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Worked on email templates by using HTML, XMLand Jelly Scripting and used them in notifications.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Very good understanding of Integration with these varieties of protocols: SOAP/REST.
• Involved in basic SOAP message creation and Web service implementation.
• Creation of Incidents and Service Requests for supported applications. First point analysis on tickets and assigning them to service line based on scope.
• Worked on fixing incidents related to Incident, Problem, Change, Configuration and Service Catalog Management.
• Automated the asset import using scheduled jobs and thought the use of transform maps.
• Worked on CMDB and set up mid servers as per the requirements.
• Experience on working with Script Includes and Scripted Web Services.
• Involved in creating on demand reports and scheduling the report generation as per the client requirements in Service Now.
• Writing Scheduled jobs and schedule imports depends on the requirements.
• Worked on UI Macros to create pages as templates.
• Worked on loading the data into Service Now using import sets.
• Develop and manage application code, user interface, and third-party integration components.
• Ajax implementation for server calls from client side.
• Daily Service-Now data administration via incident tickets.

Environment: Service Now, Asset Management, Incident Management, ITIL, HTML5, Java script, Jelly Script, Web Services, HTML, CSS, CMDB.

Service Now Developer

Confidential - Louisville, KY

Responsibilities:

• Responsible for creating various workflows for Incident Management, Change Management, Problem Management, Service Requests and SLA's.
• Enhanced the existing Change Management Module to onboard the software functional change advisory board to review all the change requests.
• Involved in all product design reviews to verify that design meets quality standards and functional/technical requirements.
• Configured Service Now for Enterprise Service Request Module.
• Created process documentation for the solutions implemented.
• During development worked with JavaScript, XML to create front - end and back-end components such as forms, buttons, views, pages, business rules and workflows.
• Used ACL's for controlling the security mechanism in Service Now.
• Developed and configured Business Rules, Script Includes, UI Policies, UI Actions, Catalog Client Scripts and Client Scripts, Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc.
• Customization of Incident Management Application.
• Creation of Custom Related List, Dictionary fields.
• Creation of Email Notifications and Inbound Actions.
• Creation of Workflows.
• Creation of Ordered Guides.
• Customizations Migration between Instances using Update Set.
• Developed and maintained APIs and data integration processes between Service Now and other services.

Environment: Service Now, JavaScript, Java, Html, CSS, XML, Glide Script, Web Services.

Service Now Developer

Confidential - Sunnyvale, CA

Responsibilities:

• Working with client and functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists
• Created Buttons and context menus both on form and lists using UI actions
• 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 Servicedesks that has been implemented. This includes various administration tasks within Service desk software.
• 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 Configuration Items(CI) 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.

Environment: Service Now, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows7.