PROFESSIONAL SUMMARY:

• A ServiceNow Certified System Administrator with 5 years of experience in Development and Administration andas Java Developer.
• Good working knowledge in Java Script and Web Technologies. (XML, HTML, CSS, HTTP)
• Participated in process designing sessions and documented ITIL process flows for various modules like Incident, Change, Problem and Service Catalog .Participated in upgrade versions of ServiceNow.
• Experience in creating transform maps for importing CMDB data and cleaning up CMDB data.
• Configuration and customization of Helpdesk, Change/Incident/Problem/Asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Created Knowledge articles, mentored & trained businessusers&HelpdeskusersonServiceNowplatform.
• Working knowledge of AgileScrummethodology.
• Performing ServiceNow core configuration tasks - SystemPolicies, ACL’s, BusinessRules and ClientScripts.
• IntegratingServiceNow with externalapplications/tools like EventManagement both Inbound and Outbound using WebServices likeRESTAPI.
• Performing migration activities - Development to Test, Test to Production.
• Creation of customreports and designing the dashboard by making use of performance analytics and also designing homepages.
• Proficient in creatingServiceCatalog and RequestWorkflow design and configuration.
• Design and implement of SLA - ServiceLevelAgreement and the required workflow.
• Work collaboratively to isolate problem domains and implement simple and successive solutions .
• Teamplayer, result-oriented, self-starter with strong technical, analytical and interpersonal skills, fast learner and excellent communication skills.
• Strengths include self-motivation, creativity and ability to adapt to modern technologies and applications.

TECHNICAL SKILL:

Programming Languages: C, C++, Core Java, Java Script, Glide scripting and AngularJS.

Operating Systems: Windows7 and 8, Linux 7, UNIX.

Application Tools: Service-Now (ITSM Tool).

Languages: SQL, Java, XML, Ajax, HTML, CSS.

Databases: MySQL 5.0.1

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Networking: LDAP, SSO, ITIL, WebServices.

PROFESSIONAL EXPERIENCE:

ServiceNow Developer

Confidential, Richmond

Responsibilities :

• Participated in Agile Scrum methodology for the entire project.
• Worked on creating responsive portal homepages, catalog and category pages. Build the portal in such a way it comprises all the catalogs in it.
• Customize OOBE portal widgets as per the requirement and built new widgets for showing different types of requests.
• Worked on Service catalog, building number of catalog items, record producers and order guides (especially for on-boarding and off-boarding).
• Created knowledge articles for the users to understand the working procedure of the portal.
• Worked on CMDB data clean up and restoring them using import sets.
• Worked on change management application building it from scratch. Created new type of change request which includes constructing workflows, developing script includes and process flows.
• Knowledge of relation among change management with survey, risk and conflict modules.
• Experienced working on the CAB manager workbench and change schedules using timeline pages.
• Created wizards for step-by-step sequence of dialog boxes that lead the user through a procedure for incident and change modules.
• Experience in creating visual task board and data driven boards.
• Experience in creating email notifications making use of events and email scripts andpush notifications.
• Build reports for the help desk users to keep track of stats for service catalog, change and incident modules.

ServiceNow Developer/Admin

Confidential, Chicago

Responsibilities:

• Participated in SDLC life cycle of Scrummethodology which includes designing , planning , analysis , testing , deployment ,andIT general support. Also involved in Project management and implementation through resource planning and agile management.
• Involved in testing phase of implementedenhancements in QA .
• Capturing the customizations made on ITSM modules or any scripting through Update Sets .
• Responsible in handling the reports. Creating, Customizingand Schedulingthe reports.
• Working knowledge of ITSM modules like change, incident, service level and knowledge managements.
• Createdcustomhomepages and dashboards for single and multiple users using Performance analytics.
• Have experience in updating the CMDB classes with the configuration items like OS, network devices and processes making use of Discoveryand creating transform maps for importing CMDB data
• Maintaining the Forms, Lists, Views, UIpolicies, UIActions and other UIelements for Helsinki.
• Maintaining users,roles, andgroups, grantingroles to users, groups and ACL’S.
• Creating knowledgearticles, knowledgebases and maintaining present knowledge article versions.
• Responsible for making workflow automations (using orchestration) by configuring the MID servers and run the orchestration activities successfully.

ServiceNow Developer/Admin

Confidential

Responsibilities:

• Responsible in implementing the Incident Management, Problem Management, Knowledge Management, User Administration, and Configuration along with Reporting module.
• Actively involved in requirementgathering and analyzingthe requirements.
• Involved in developmentspecifications for the requiredenhancements
• Cloningproduction instance to non-production instances.
• Performing weeklyreleases for completedenhancements.
• Involved in ActiveDirectory and LDAP integrations with ServiceNow for obtaining user records.
• Re-designed and configured the existing workflows and sub-workflows using ServiceNow workflow editor and maintaining the current workflow versions.
• Creating and configuring SLA’s as per the requirements.
• Creating and maintainingbusinessrules, clientscripts, scriptincludes, UIpolicies.
• Development of servicecatalog - catalogitems, relatedworkflows, and executionplans.
• Participated in the complete process flow of the request made from the clientportal.
• Experience in making Soap/Restful calls for outbound web services through import sets using WSDLS/XML and configuring the MID servers to retrieve or POST the data into the instances or from the out sources

Java Intern

Confidential

Responsibilities:

• Actively involved inbusinessrequirementgathering and analysis.
• Developed userinterface (UI) using HTML and Javaservletpages.
• Used CSS for managing user pages.
• Used Javascript and HTML for userinterface, servlets as frontendcontrollers.
• Used MongoDB as backenddata base for storingtables and views which are developed using PL/SQLstatements.
• Developed ObjectOrientedDesign using UML-RationalRose.
• Developed databaseconnectivity using JDBC.
• Performed unittesting using whitebox and blackboxtesting scenarios for modified codes.