SUMMARY:

• Over 7+ years of Experience in Information Technology, 4+ years of experience exclusively in Designing, customization, enhancing, workflow configuration, integrating and supporting Service - Now suite of products such as Incident Management, Problem Management, Change Management, Asset and Service Request management systems and around 3 years of strong experience in Java development with great expertise in various frameworks.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience in delivering medium to large-scale Service Now implementations.
• Hands on experience in client scripting using different scripting languages like HTML, JavaScript, and CSS.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Experience in configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Experience in Integrating App Exchange Applications with Sales Force, Mass E-Mail Management, Application management using Force.com Plug-in & Eclipse IDE in Sandbox and Production Environments, Working with different aspects of Web Services (XML, WSDL, SOAP).
• Expertise in debugging and optimizing the performance of Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Worked on Various Web Services Integrations using SOAP and REST.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Expertise in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Experience in Writing Technical Design Document and converting Functional Specs to Technical Specs.
• Knowledge in using Glide Scripting for creating UI Action and business rules.
• Implemented of Discovery from scratch, by installing MID Servers on remote desktops.
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyse and address business needs.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.

TECHNICAL SKILLS:

Languages: Java/J2EE, JavaScript, Jelly, HTML, CSS, PL/SQL, SQL, XML, T-SQL

Applications: Eclipse, Net Beans, Oracle SQL Developer

Ticketing Tools: Service Now (CatLog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access management)

Databases: Microsoft SQL Server 2008/2005/2000, MS-Access

Windows, Mac, MS: DOS, Sun Solaris, Linux, Windows server 2003

Web/App Servers: Apache Tomcat, Web logic Server 8.1/9.2/10, MS IIS 5/6.0, JBoss

Packages/Tools: MS Office Suite, Toad, Putty, FrontPage 2000, PG Admin 3, Microsoft Visual Studio 2005/2010

PROFESSIONAL EXPERIENCE:

Confidential, Dallas, TX

Service Now Developer

Responsibilities:

• Worked on End to End implementation of Discovery.
• Maintained the Configuration Items and modified the forms and form Sections.
• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Imported many CI’s using import set tables.
• Worked on Asset Management and loaded the data into it.
• Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Integrated Service-Now with a third-party monitoring tools create alerts in Service-Now.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Created Dash boards on requirement.
• Worked on SCCM integration loaded CI’s data into CMDB.
• Reported inconsistency of form fields and maintenance of CMDB CI's.
• Gave suggestions to how the data needs to be moved from one Instance to the other using Update sets.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Maintain LDAP integration and user configurations
• More customized and more user-friendly Search Box for Service catalog, using the dynamic content (Jelly).
• This is end-to-end development of the catalog which includes requirement analysis, Catalogue form design, workflow design along with the dedicated catalogue home page using CMS.
• Implemented Workplace and IT Workplace service requests.

Environment: JavaScript, Html, CSS, Glide Script, Service Now, Web Services, CMDB, Discovery, Prototype, SQL, XML, Integration, Cloud services, Agile.

Confidential, Marlborough, MA

Service Now Developer/Admin

Responsibilities:

• Development of Service catalogue which includes creating new catalog items, designing workflows and execution plans.
• Maintained business services and configuration item relationships in Service-Now tool.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalogue, CMDB in Service Now.
• Developed necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Performed core configuration tasks including system policies, business rules and client scripts.
• Managed users, groups and roles. Configured multiple Catalogue Items Front-end web / GUI components using JavaScript, SOAP, Web services, CSS, HTML5.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Performed migration activities (Dev to QA, QA to Prod)
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
• Investigated performance issues, learnt troubleshooting tools, and used system logs to find issues.
• Developed and improved user systems procedures, and prepared systems documentation.
• Managed all Change Management Information (ServiceNow).
• Established and maintained effective communications with customers, other technology specialists, and vendors about services.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Created notifications based on user requirements and configured in bound email actions to create incidents or requests.

Environment: Java Script, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential

Service Now Developer

Responsibilities:

• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• 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 various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Has been part of end user self-service portal management.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Working on Inbound and Outbound email (through BR and Workflow) notifications Email template, Event and Notifications.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Developed new service catalog items and fixed bugs in incident, problem and change management.

Environment: ServiceNow, ITIL, JavaScript, Jellybeans, Web Services, XML, DHTML, jQuery, JSON.

Confidential

Java/J2EE Developer

Responsibilities:

• Analysed business requirements, participated in technical design, development and testing of various modules assigned.
• Implemented the front-end design using JSF.
• Used Multithreading concepts for the core logic.
• Worked on Asynchronous messaging system using by implementing JMS through Publish-Subscribe MQ-Series architecture.
• Implemented Message Driven beans to develop the Asynchronous mechanism to invoke the provisioning system when a new service request saved in the database.
• Implemented Web services for interacting with front-end tools developed in different technologies.
• Used WebLogic Application Server for application deployment in the clustered Unix environment.
• Experience in Property & Casualty Insurance.
• Used JavaScript for client, server validation through expression language.
• Created PL/SQL Stored Procedures, Functions for the Database layer by studying the required business objects and validating them with Stored Procedures using Oracle 9i/10g. Also used JPA with Hibernate provider.
• Involved in Design, Development and Testing of JSF JSP Pages for Construction Project Management.
• Implemented services to communicate with the mid-tier (services) using JMS.
• Used ClearCase for maintaining the component and for release and version management and ClearQuest for bug tracking.
• Involved in coding of JUnit Test cases
• ANT tool has been used for the build and deploy procedure scripts in UNIX.

Environment: Java1.5, HTML, J2EE1.5, JSP, WSDL, AXIS2, WebSphere6.1, MQ Series, RAD, ANT, XML, XSL, XSLT, CSS, RAD, Log4J, XSLT, XML, ClearCase, SQLServer2005, Windows.