PROFESSIONAL SUMMARY:

• Qualified IT Professional with 7+ years of experience including 3+ years of experience as a Service - Now suite developer and 3+ years' experience in Java.
• Expert 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.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Familiar with Service Now Content Management System (CMS).
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Performing SOAP operations on desired tables like insert, deletion and update record.
• Creating debugging incoming SOAP envelope, preventing elements in SOAP messages.
• Overriding the SOAP end point and different web services like Direct web service, import sets, scripted web service.
• Experience in designing, developing, Configure, customizing & administrating ITSM suite of applications.
• Customized ITSM … Incident, Problem Management and Change Management modules based on user requirements.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience in upgrading of ITSM suite from version 6.3 to 7.5.
• Experience in SDLC (Software Development Life Cycle).
• Experience in, Master AR Suite, AR Schema, Flashboards, Remedy EIE, Remedy Web Services, SLA Management.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Experience in setting up of CMDB 1.1 and 2.0.
• Worked on Customization of SRM according to the client's requirements and Configure with respect to backend applications i.e. Incident and Change Management.
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes.
• Good understanding of Remedy Mid-tier system, Web Services, Crystal Report.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Good experience in Remedy (ARS 7.5, 7.x, 6.x, 5.x) Development and Administration.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.

TECHNICAL SKILLS:

Languages: - Java, Java SE, JAVA J2EE

J2EE Technologies: -JSP, JSTL, JDBC, JMS, JNDI, RMI, EJB, Swing, AWT, Applets, Multi-threading, Java Networking, Java Frameworks, Spring MVC, Struts 2.0

Databases: - Oracle 10g/11g, DB2, SQL server, My SQL Cassandra, Mongo DB.

Web Technologies: - JSP, JavaScript, J-Query, AJAX, XML, XSLT, XHTML,DHTML, CSS, SASS, LESS, HTML, Angular JS, Ext JS, Back bone JS, ec2, S3.

Cloud Development: -EC2, S3, Elastic Beanstalk, ELB (Load Balancers), RDS, VPC, Direct Connect, Route53, Cloud Watch Cloud Formation, IAM, SNS, Spring PCF.

Framework: -Spring IOC, Spring Batch, Spring Boot, Spring Security, Spring Netflix, Spring Integration, Eureka, Spring Ribbon, Spring Yarn.

Web Services: - REST, SOAP, JAX-WS, JAX-RPC, JAX-RS, WSDL, Axis2, Apache CXF, Version Control GIT, CVS, SVN.

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

IDE: - Eclipse, Net beans, IntelliJ.

Operating Systems: - Mac OS, Linux, Windows XP/2000, Vista

PROFESSIONAL EXPERIENCE:

Sr. Service Now Developer

Confidential, Phoenix, AZ

Responsibilities:-

• Implementation of the ITIL processes like Configuration management and Service Catalog in Fuji instance.
• Developed Fuji instance in such a way that the custom related Business rules or UI Actions or UI Policies etc. related to any module are reduced as much as possible and the instance is mostly build Out of Box.
• Customized workflows for approvals and associated tasks.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Developed UI Appearance for Service Catalog Requests.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Created reports, workflows, data imports for services.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Create and use update sets to move customizations between instances.
• Backed up required update sets during the time of cloning and reapplied again after cloning and worked on them.
• Using Import Sets for data loading from external file or database to the ServiceNow.
• Tested, analyzed, collaborated and assisted with translating business requirements into technical requirements to ensure a smooth implementation of applications or modules.
• Actively involved in Scrum meetings to get clarification on the requirements.
• Good understanding on agile methodologies.
• Worked on Geneva upgrade project from Fuji.
• Experience in implementing end-to-end service catalog and configuration management.
• Worked on many ACE reports and findings recommended by SNOW to improve performance of the instance.
• Reviewed all Business rules and transform maps on CMDB and re written in efficient way.
• Redesigned and developed generic workflows.
• Designed and developed Surveys and Survey Conditions.
• Exported services from Fuji to Geneva and worked on it to make sure they work as intended in Fuji.
• Used transform maps to get data of the custom tables from Fuji to Geneva.

Environment: ServiceNow Fuji/Geneva, Windows 10, XML, Oracle 11g, Toad, JavaScript, UNIX.

Sr. Service Now Developer

Confidential, Houston

Responsibilities:-

• Involved in customizing the form design and layout for Incident, Problem and Change Management.
• Integration of other enterprise applications with ServiceNow which includes SFTP integration and integration with web services.
• Involved in creation of Service Now Applications, Modules, tables, columns as per requirements.
• Configured Employee self-service portal using Content Management (CMS).
• Exposure to new plug-ins like incident alert management, orchestration and structured problem analysis.
• Involved in creating Business Rules, UI Actions and UI Policies.
• Written script includes and invoked them in business rules and client scripts.
• Created Buttons and context menus both on form and lists using UI actions.
• Excellent knowledge on code migration between various ServiceNow environments using Update Sets
• Experience in installation and configuration of Performance Analytics Module
• Experience in configuration of the Knowledge Management module
• Worked on scheduling the data collection jobs and create indicator sources in Performance Analytics Module.
• Built forms from scratch along with advances customizations at the level of UI Macros /UI page as per the complex requirements.
• Responsible for on-going enhancement and maintenance of the ServiceNow platform.
• Documented all implementations and best practices defined within team.
• Reviewed current ACLs and determined how to map to new user has access.
• Through the creation and configuration of relevant ACLs and effective role assignment, system security was ensured.
• Worked with windows team, network team and Asset team to check for the data collected through Discovery is accurate.
• Upgraded from Istanbul to Jakarta version and UI 15 to UI 16.
• Performed testing on incident, problem, change workflows and involved in LDAP integration with Service Now for obtaining users and groups.
• Worked on integration of SSO and implemented Email Integration on Auto Suspend tickets in Service Now
• Worked on integration of Net-cool Omnibus auto incidents into Service Now.
• Extensively worked on CMDB, Configuration Items, CI relations and Mid Server.
• Experience in setting up MID Servers and developed Probes and Sensors in Discovery
• Experience in configuring the Discovery Schedules and working with Discovery tool.
• Configured multiple forms for Asset module using Configuration Management Database.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Working with client and functional requirements within ServiceNow.
• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances.
• Assigned Work task tickets for call type general inquiry for service desk and created templates for work tasks.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
• Worked on Asset management for creating stockrooms, purchase orders.

Environment: CMDB, REST, SOAP, HTML, CSS, CMS, JavaScript, ServiceNow ITSM, ServiceNow Istanbul and Jakarta instances.

Sr. Service Now Developer

Confidential, Dallas, TX

Responsibilities:-

• Created functional and technical specifications documents for various ServiceNow modules
• Built forms from scratch along with advances customizations at the level of UI Macros/UI page as per the complex requirements.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Created Business Rules using server-side scripting (Glide Record, Glide Element and Glide System)
• Involved in configuring the UI Actions, UI Policies, Client-side scripting and server-side scripting.
• Worked on integrating ServiceNow with external SOAP and REST based web services
• Involved in integrating ServiceNow with BMC remedy and Loaded Catalog Items into Service Now from BMC Remedy
• Designed many email templates by using HTML and jelly scripting and used them in notifications.
• Written script includes and invoked them in business rules and client scripts
• Created schedules, reports and monitor performance of Service-Now.
• Documented all implementations and best practices defined within team.
• As a part of support activity resolved incidents by providing proper root cause investigation.
• Performed core configuration tasks including UI policies, business rules and client scripts.
• Managed users, groups and roles.
• Managed data with Tables, CMDB, Import Sets, and Update Sets.
• Implemented new workflows that use a variety of activities to understand how records are generated from workflows.
• Establish integration of ServiceNow with Splunk so that Splunk team can monitor the CI gathered by the discovery.
• Configured Service Desk call module for different call types and trained helpdesk working on the new call screen.
• Worked on State stories- conflicts with same state codes and reporting issues.
• Developed and improved user systems procedures, and prepared system documentation.

Environment: Incident management, Service catalogs, Asset management, work flows, Reports, Email notifications, UI policies, Catalog items, HTML, CSS, AJAX, HTTP, XML, Windows

Service Now Developer

Confidential, Cranston, RI

Responsibilities:-

• Involved in integration and changes with regards to the Service-Now tool.
• As a Service Now developer, generated Buttons and context menus using UI actions on forms and lists.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Interacted with ITSM Tools like BMC Remedy, HP Service Manager and their implementation.
• Involved in migration between various environments in Service Now using Update Sets and Import Sets.
• Worked with reporting and configuring service level agreements (SLAs).
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now
• Created data sources and loaded the Service-Now tables with different data formats.
• Involved in creation of reports, dashboards in Service Now.
• Strong working knowledge of various Service-Now components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility and Service Request Management.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Hands on experience in ITSM platform (Service Now, Remedy, Remedy Force).
• Experience on CMDB, Discovery and integration with other external modules.
• Designed email templates by using html and jelly scripting and used them in notifications.
• Worked on integrating Service Now with tally for obtaining the order information.
• Provide advanced support for Service-Now by troubleshooting a variety of difficult software problems, implementing bug fixes and performing root cause analysis.
• Experience on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX. Done integration with 3rd party tools using (web services, SOAP, email, MID server).

Environment: -Service-Now JavaScript, Perl, Jelly, C/C++, VBScript, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008, BMC Remedy ARS 8.1, ITSM 8.1 Suite, SLM 8.1, SRM 8.1, RKM 8.1 and CMDB 8.1.

Service Now Developer

Confidential, Wisconsin

Responsibilities:-

• Provide day to day support in resolving production support issues.
• Responsible for developing technical solutions on the ServiceNow platform to satisfy the business needs of the IT department.
• Managed Projects /tasks activities using Agile /Scrum within ServiceNow.
• Managed / Organized daily standup calls for project team members.
• Participated in Project management / planning discussions, tasks and activities.
• Provided feedback to Project managers on project activities, tasks, milestones, status reports.
• Provided feedback to Project managers on project activities, tasks, milestones and in ensuring work is performed within scope, time and on budget for various agencies.
• Identified critical paths, critical tasks and identified strategies/ solution in mitigating them.
• Activated domain separation plugins in a multi company / MSP environment.
• Configured domains to separate company data in a multi tenancy environment.
• Configured Business rules, Filters, UI & Data policies specific to each domain.
• Created reports specific to each domain /data specific to each company/domain.
• Configured security rules and policies specific to each domain / company data.
• Have created categorizations/ Choice lists specific to each domain/ company.
• Create, develop, and implement workflows, custom reports, and prototypes.
• Identify system deficiencies and recommend solutions.
• Design and implement new requirements and new features based on business needs.
• Migrate data from Remedy ITSM 7.6.04 to ServiceNow.
• Understand and Email Communications/ Notifications from Remedy ITSM 7.6.04 to ServiceNow.

Environment: - Netegrity Site Minder 4.x & 5.x, iPlanet Directory 4.x Architecture and Deployment, MicroSoft IIS 4.x, 5.x, iPlanet Enterprise Server 4.x, 5.x; TCP/ IP /PKI, Sun ONE Web Server 6.0; Sun ONE Directory Server 5.0, 5.1.

Service Now Developer

Confidential, Chicago

Responsibilities:-

• Worked with business users to identify and refine business requirements and workflows.
• Good knowledge in Java & java script programming skill.
• Involved in developing various forms using SQL development Skill.
• Understanding of IT service management and the ITIL business process.
• Supported and created an Access Control rule (ACL).
• Involved in creating the adhoc reports in ServiceNow.
• Created the new Applications and Modules, custom tables in ServiceNow.
• Created, monitored, modified, and publish service catalog workflows with approvals.
• Responsible for the Service Now tool administration module and creation of new Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Involved in loading of data into CMDB using discovery and file imports.
• Created complex transform scripts in transforming the data into the SNOW database.
• Assisted in Release Management during product and batch releases and managed documents and verified the changes.
• Written script includes and invoked them in business rules and client scripts.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Implemented CMDB Bi-directional Web Services integration. It involves consuming rest- full web services, publishing SOAP web services, using Business Rules, Script Includes, UI Actions and Other Service-Now scripting modules to support data synchronization and business logic. Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.

Environment: -Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.

Java Developer

Confidential

Responsibilities: -

• Installed and configured Remedy Change Management application.
• Involved in designing and implementation of application flow.
• Involved in Developing UI screens in Administrator module.
• Developed Servlets and JSP pages for displaying both dynamic and static pages using HTML and CSS.
• Worked on Common Request System, Problem Tracking, Time Tracking System, Remedy application projects.
• Involved in implementing Internationalization for supporting different country languages using Unicode formats.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in installing and configuring Remedy Approval server and integrated with our internal application by defining various roles and rules of the approval server.
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Extensively involved in the customization of Remedy Helpdesk Application 5.6 for the support center department.

Environment: - Java 1.4, Servlets, JSP, Struts, Remedy ARS 4.x, Remedy Import, Windows 2000/XP, MS SQL Server 2000.

Java Developer

Confidential

Responsibilities:-

• Responsible for Design and Development of business and presentation layers.
• Developed the application using the MVC design pattern and encapsulated front end from the underlying business logic, and data model.
• Responsible for generation of XSLT.
• Worked on Struts Framework at later stages of the project to support ongoing development by the developers.
• Created Dynamic web pages using HTML, and XSLT.
• Developed front end templates and hand-code pages using HTML, JavaScript, and CSS.
• Developed EJB's which invokes the Unit-Tel web services using apache axis SOA
• Implemented different EJBs like State full session and stateless session beans.
• Developed the JSPs as web based user interface validated all client Connect screens using Java Scripts.
• Implemented STRUTS Framework including, creating templates for Action Form classes.
• Implemented internationalization concepts using Struts Framework.
• Developed XML file for each server. The XML files have information of all the components reporting to that server. XSL was used to transform XML document. GUI will use this data to draw Tables and Menus with specified attributes.
• Created unit test cases, tested application using J Unit testing tool.

Environment: -Core Java, J2EE, CSS, Servlets, JSP, Struts, Tiles, XML, Tomcat, and MySQL, EJB.