SUMMARY:

• Over 7 years of IT experience with 5+ years as a Service Now Suite Developer with extensive experience on Technical implementation, training and administration of various Service Now Modules, expertise in Service Portal.
• Service Now Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management, Knowledge Management and Release Management
• Certified Service Now System Administrator.
• Understanding of automated workflows and blueprints, related to vRealize Automation and vRealize Orchestration.
• Experience in Implementing Single Sign On (SSO) using SAML 2.0 with Windows Active Directory and LDAP
• Managing Service Now Infrastructure and integration with LDAP and other SAAS based applications.
• Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates.
• Excellent hands on Configuration and customization of Help Desk, Change/Incident/Problem Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Experience developing Service Now applications from business requirements and technical design documents.
• Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Experience in Client Script/Calling server-side code using Glide Ajax in Client Script.
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Experience in Server Script (Business Rules/Script Include/Service Catalog) and good understanding of Server/Client API.
• ServiceNow specializes in IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) applications and provides forms-based workflow application development.
• Worked on ServiceNow Customer Service Management (CSM) product, User Administration, and Reporting.
• Experience on DISCOVERY, ORCHESTRATION and setting up MID servers and populating CMDB.
• Good Knowledge of Network Discovery, Software Discovery, Storage Discovery, SNMP Support and Domain Separation.
• Responsible for configuring and setting up Service Now (ITSM) Information Technology Service Management application, including the maintenance and support in the implementation of all modules.
• Understanding and experience of IT operation management (ITOM).
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multi-tasked environment.
• Goal oriented professional with excellent customer service skills and technical background and the ability to quickly grasp new skill sets.

TECHNICAL SKILLS:

Programming Languages: Core Java, J2EE, Angular JS, Java Script, Jelly Scripting, Power Shell.

Application Tools: Service-Now (ITSM, ITIL, ITBM, ITOM)

Databases: Microsoft SQL Server 2010

Networking: LDAP, SSO, ITIL, Web Services

PROFESSIONAL EXPERIENCE:

Confidential

Service Now Developer

Responsibilities:

• Configured the branding for portal. Set up the page layout. Configured widgets by instance.
• Used Service Portal Designer to Customize each page in portal. Utilized OOB ServiceNow Bootstrap.
• Utilized Angular Material for designing. Created single page application with help of BootStrap3, Angular and Jelly. Created custom widgets (charts, custom button etc.). Created 2 service portals end to end from scratch.
• In-depth knowledge of the technical implementation of Service Catalogue module, Reporting and Integrations. Project Management for the Demand management project.
• Create cases as needed and route cases to available customer service agents with the necessary skill sets at CSM.
• Translate business requirements into design solutions. Requirement gathering from Business users and preparing User stories (JIRA). Involved in complete development using Agile Development Methodology and tested the application in all iterations.
• Displaying data, include analytical reporting as widgets. Convert “legacy" catalog item/workflows into Service Portal experience. Develop new and maintain/enhance customer/process-oriented Service Portals
• Develop new and maintain/enhance Service Portal widgets. Experience in service catalog module
• Usage of CRUD operations on service portal using web services.
• Good Knowledge on HTML 5, CSS 3 and Responsive Framework Bootstrap and AngularJS
• Extensively worked on JavaScript. Experience in Themes, Widget Customization and new Widget creation.
• Ensured completeness of root-cause for major/critical incidents, and where possible resolve or provide workarounds, suggestions and improvements to mitigate future incidents
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
• Have worked upon the SSO Integration using Digest token, and customizing the Login process to Service-Now using SAML 2.0
• Design and engineer solutions leveraging all appropriate components offered by Service Now to answer the needs for business workflows, ticketing or other ITSM requirements. Set up Discovery Module to load Configuration Items and Relationships into Service Now.
• Developed Probes and Sensors in Discovery.
• Involved in developing DISCOVERY to load configuration information to CMDB.
• Implemented Orchestration by automating employee onboarding and server management.
• Experience in using orchestration probes like Command, Shazzam, SNMPProbe.
• Created Event transforming Rules, Event Mapping Rules, Alert rules and Event Assignment Rules.
• Implemented Web Service Interface for Service Now using JSON Web Services. Created inbound Scripted Web Services and script includes methods.
• Worked on CMS Site by creating both static and dynamic content blocks, pages, navigation menus and themes using CSS, HTML and Jelly. Post roll out production support. Experience of handling Bug Fixes and Enhancement requests
• Expert in JavaScript, J Query, prototype and Jelly scripting used in Service Now. Knowledge of working with different kind of scripts in Service Now and their order of execution.
• Experience working with email notifications, inbound actions, reports, and home pages. Experience on creation of catalogue items, record producers, interceptors, Knowledge articles.
• Working on creation and customization of complex workflows and custom workflow activities. Worked with transform maps, data sources and different transform scripts for data loads and management.
• Closely working with the DBA for resolution of day to day production issues and weekly/monthly reports generation. Documentation of resolution steps for known issues and maintain the Operations Manual document.

Confidential

Service Now ITSM/ITOM Developer

Responsibilities:

• Performed Architect/Developer role for this Account. Provided Customer training boot camps sessions on Service Now implementation.
• Created Service Now implementation release plans for customer review and acceptance.
• Based on the Release/Sprint plans prepared the project schedules for the team.
• Provided Domain separation solution for Confidential Service Federal Customer Service Now instance and also guided team to load customer specific test data (groups, roles, company etc.) in corresponding domains.
• Designed & implemented engagement management for several Service Now applications including Asset, CMDB, Procurement, Incident, Problem, Change, Request, SLA, Knowledge managements.
• Development and Implementation of ServiceWatch for Automation of IT operations Management (ITOM).
• Performed mapping using ServiceNow ServiceWatch.
• Conducted Sprint release Pre-and Post-review meetings with project stakeholders.
• End of each sprint and Release Prepared Project implementation document and shared with customer to show them what we achieved in last sprint and sent detailed meeting notes to peers and customer on gaps/lessons learned/improvements expected/ Improvements achieved.

Confidential, NYC

Jr. Service Now Application Developer

Responsibilities:

• Worked as Core Developer and L3 support in Service Now on-premise instance hosted in Confidential .
• Estimation, Analyze and Build customized solution for Confidential clients.
• Involved creation of Service Now Applications, Modules, tables, columns as per requirements
• Involved in development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now
• Involved in creating the Business Rules, UI Actions, UI Policies.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Writing Inbound and Outbound SOAP messages from HI and to HI.
• Created Transform maps as part of Integration Projects and Transform Scripts
• Worked in Remote Services module in HI - facilitating Partner - Customer communication
• Worked in Report Mass Outage Tool in HI
• Worked on integrating Service Now with external SOAP and REST based web services
• Involved in redesigning the workflows using Service Now workflow editor also involved in reconciliation of complicated workflows to simpler form.

Confidential, CR

Jr. Java Developer

Responsibilities:

• Interacted with the business users, analysts for understanding the requirements and Object Oriented Analysis of the project modules.
• Created Design documentation and technical Specification documentation from requirements.
• Designed and enhanced UI interfaces and various Transshipment and Customer Summary reports.
• Utilized core Java, Spring technologies in Service layer.
• Maintained Web services supporting both XML and JSON.
• Worked on Production issues related to JMS.
• Designed and implemented Java APIs for the application to provide utilities including
• Database and another common library.
• Implemented MVC, Singleton, DAO and Factory Design patterns.
• Involved in Voice-pick's SQL server migrations.
• Worked on Scheduling and monitoring the Batch jobs.
• Created and modified Unix shell scripts to automate few processes
• Development and Migration of stored procedures to Production.
• Used Star team for Revision control.
• Used Splunk to access the Production logs.