SUMMARY

• Over 7+ years of total IT experience including 4 years of working experience in ServiceNow as Developer and Administrator
• Expertise in working with different ServiceNow modules such as Incident management, Change management, Problem Management, Release Management, PPM, Integrations, and Notifications
• Developed solutions to support the ITIL processes like Incident, Problem, Change, Service Catalog, Project, Knowledge, PPM, ESS, CMDB and Asset/Discovery
• Good knowledge of ITIL V3 processes and Project Life Cycle
• Experience working on different instances of ServiceNow from Dublin to Helsinki
• Experienced in all phases of application lifecycle including Requirement analysis, Design, Development, Testing, Production Support
• Experience in Waterfall, Scrum, Agile Methodologies
• Expertise with web based development languages (JavaScript, HTML, CSS, AJAX, HTTP, XML)
• Enhancing the existing LDAP and Single Sign - On (SSO) integration and modified business rules
• Hands on experience in creating Users, Roles and User Groups
• Proficient in creating and working on Business Rules, Script Includes, Client Scripts, UI Policies, UI Pages, Events, Notifications and Surveys
• Having Extensive knowledge on SSO, LDAP and active directory Integrations
• Experience in working with the workflows using ServiceNow workflow editor
• Extensive experience in integrating ServiceNow with external systems and tools using SOAP and REST services
• Hands on experience using Discover to load configuration information to CMDB
• Experience in creating various probes in CMDB to pull the custom data from various systems
• Hands on Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies
• Hands on Experience in creating and maintaining Access Control Rules for securing and providing the right access to right person/role
• Experience in using Glide Scripting for creating UI Action and business rules
• Have strong analytical, estimating and problem solving skills
• Developed, managed and tested application code, user interface and third-party integration components using prescribed application development guidelines
• Communicating with Client for new development and creating new ideas for an intuitive UI and user experience

TECHNICAL SKILLS

Programming Languages: C, SQL, Java, XML, JavaScript, Ajax, HTML, CSS

Methodologies: Agile, SDLC, Waterfall

Databases: Oracle 10g, MySQL, Microsoft SQL Server 2005

ITIL: ITSM, ServiceNow, LDAP

IDE: Eclipse, NetBeans, TOAD

Operating Systems: Windows (7, XP, 2000)

Version Control Tools: CVS, SVN, GitHub

PROFESSIONAL EXPERIENCE

Confidential,Bloomington, IL

ServiceNow Developer/ Admin

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements
• Implemented SLAs, ACLs, Catalog Client Scripts, Catalog UI Policies as per the requirements
• Integrated with Active Directory using LDAP for authentication and Loaded users, groups and roles into ServiceNow
• Used Glide Record to retrieve and update data on different business conditions
• Developed ESS functionality and implemented appropriate workflow
• Designed Workflows, Reports, Dashboards, and Surveys
• Creation of Workflows and Execution plans for the catalog items in ServiceNow
• Configured SSO Integration and login process customization for ServiceNow using SAML 2.0
• Creation of UI pages for a better visual appearance in catalog items in ServiceNow
• Configuration of Email Notifications and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests
• Used Access Control Rules for securing and providing the right access to right person/role
• Performed Data migration of CI Attributes for CMDB using Import sets
• Worked extensively on external integrations using Web Services, MID Server, LDAP
• Integrated LDAP with ServiceNow Application to enhance application security
• Loading data from external files using Import sets
• Writing Data Sources, Transform Maps and properly analyzing Coalesce to avoid duplicates in ServiceNow
• Scheduled, Configured reports and developed custom charts

Environment: ServiceNow, Asset Management, Incident Management, ITIL, HTML5, JavaScript, Jelly Script, Web Services, CSS, CMDB

Confidential,Santa Clara, CA

ServiceNow Developer

Responsibilities:

• Involved in interacting with customers, business, IT and identifying problem areas, gathering requirements and documenting
• Successfully implemented Knowledge Management process with complete technical ownership in ServiceNow with complete implementations of Project Management Module
• Created some Critical Reports, Gauges as per the Business needs.
• Maintain and enhance various modules like Incident, Change, Problem, Knowledge and Service Catalog
• Designing the solution to implement as per the requirements given by client.
• Gathered requirements for SLA and configured in ServiceNow Development and design of Self Service Portal.
• Customization using Business Rules and Client scripts, Catalog client scripts. Created various UI Policies and UI actions
• Designed Workflows and Implemented logic in ServiceNow for catalog approval/fulfillment processes
• Customized Probes and Sensors to gather and upload data in ServiceNow for population of CMDB
• Configured Email in ServiceNow with SMTP, POP3 protocols for Notifications of various events within ServiceNow
• Imported Data into ServiceNow and performed Transformation using Transform maps
• Developed and modified Business rules, UI Actions
• Modified and developed work flows and work flow scripts
• Worked on User Management to add, update and deactivate users in ServiceNow
• Worked on Integrating with external applications and automated processes using ServiceNow Orchestration
• Used Web Services to interact from ServiceNow to External application
• Developed Knowledge Management module with separate interface and workflow for finance related knowledge articles and IT related articles Developed Release management module

Environment: HTML, CSS, JavaScript, Glide Script, ServiceNow, AJAX, web services

Confidential, PA

ServiceNow Developer/ Admin

Responsibilities:

• Working with Process owners and Business stakeholders to translate business requirements into functional requirements within ServiceNow
• Responsible for ServiceNow tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services
• Utilizing the ServiceNow Service Catalog for users to create Service Requests and Service Items
• Creating various workflows for Incident Management, Change Management, Service Requests and SLA's
• Critical Incident reporting using automated SMTP outbound Email notifications
• Used ACL’s for controlling the security mechanism in ServiceNow
• Assist in importing of configuration, user and Asset Data
• Integration of ServiceNow with LDAP for User Management
• Migrated Legacy data into ServiceNow using Import Sets and Transform maps
• Defining the strategy and road map for ServiceNow Platform
• Developed Transform maps to map values between Import Set and ServiceNow tables
• Documenting the code and operation procedures for ServiceNow platform
• Performing environmental promotional activities from Dev to QA to Prod
• Creating and Managing Inbound Email actions for multiple IT departments and groups.
• Create monthly Metric reports for IT management teams and assist with scheduling data exports to application owners
• Worked with application owners to update Workflow tasks and Approvals for automated processes

Environment: JavaScript, Java, HTML, CSS, Glide Script, ServiceNow, Web Services

Confidential

Java Developer

Responsibilities:

• Used Struts Framework for designing the application in MVC Architecture
• Creates struts configuration files, validation files to integrate all the components
• Developed Servlets and JSP for data fetching and retrieval implementation with User Interface
• Designed Form pages (JSP) in struts as per the requirement
• User Interface was developed using HTML, DHTML and XHTML
• Involved in writing XHTML pages along with JavaScript to generate content in the web pages
• JavaScript was used for the client -side validations in the application
• Presentation layer was developed using HTML, CSS and JavaScript
• Developed Web services in Java and experienced with SOAP and WSDL
• Design and implemented Axis based Web Services SOAP/WSDL interface between Java and Non-Java applications
• Written various SQL queries for creating, updating, deleting and reading data from the database using JDBC
• Implemented Stored Procedures using JDBC
• Responsible for implementation of Validation framework in project and integrating it with present interfaces
• Coordinating with testing team for bug priorities
• Provided user support in all phases of SDLC till its successful implementation

Environment: Java /J2ee 1.5, Struts, Hibernate, Servlets, HTML, DHTML, XHTML, AJAX, JavaScript, jQuery, RESTful Web Services, Eclipse

Confidential

Java Developer

Responsibilities:

• Interacting with business people for requirements, queries, and clarifications
• Responsible for low-level Design of the modules using UML and RAD
• Responsible for software development & fixing of Bugs reported
• Mapped various java classed with database tables using Top link
• Coded EJB for the business layer
• Responsible for base implementation using Struts for presentation layer along with JSP’s
• Responsible for implementation of Validation framework in project and integrating it with present interfaces
• Responsible for version control using Star Team
• Coordinating with testing team for bug priorities
• Responsible for maintenance and fixing of production bugs

Environment: Windows, Oracle, Java/J2EE, Struts, RPC, EJB, Rational Rose, Hibernate