SUMMARY:

• 7 Years Hands - On Experience in various ITSM modules like Incident management, Problem Management, Change management, Asset management, Service catalog, Knowledge Management, CMDB, and Discovery.
• Experience in designing, development and implementation of Service Now Platform.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Release Management, Change Management and Service Catalog, Demand Management,SCCM.
• Update Set Migration, Inbound Action, Service Portal: Widget, applying variable Widget with alert, clone Widget, UI Scripts.
• Good knowledge in Java Scripting and web technologies (JAVA Script, XML, HTML, AJAX, CSS, HTTP) .
• Participated in process designing sessions and documented ITIL process flows.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Experience implementing the Human Resources (HR) Service Management in ServiceNow.
• Experience in working with HR Case Management, HR Tasks, HR Knowledge and policies articles.
• Automated HR Training compliance process by creating custom application, workflows with orchestration activities.
• Experience in designing, development and implementation of Service Now Platform.
• Designed and developed client scripts, business rules, ACL and Java Scripting in Service Now.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Strong skill set in the Service Now suite development including SOAP/REST integration.
• Worked on the latest release GENEVA, HELINKSI, Istanbul, which is the advanced release.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Recently i have used a Plugin -NOTIFY, ON-CALL Scheduling for daily bases calls.
• SLA, Service catalog, Field Service, Activity, Category, subcategory conditions based on --UI Actions, Data policy, work notes.
• System Properties--My Company, Banner, Email and all related.
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for Service Now modules.
• Performing SN core configuration tasks - System Policies, ACL’s, Business Rules and Client Scripts.
• SCOM, SCCM 2012
• Experience in developing applications Coordinated with the cross-functional teams and have an experience in OFF SHORE environment.
• Built forms from scratch along with advances customizations at the level of UI Macros/UI page as per the complex requirements.
• Worked on integration using SOAP / WSDL.
• Good knowledge in Database (Relational database), ITIL methodology, Scrum and Agile methodology.
• Experience in interacting with the clients, understanding their requirements, providing the sizing and finally developing customer facing portals and applications.
• Participated in workshops with ServiceNow partner teams to help companies implement Service Now using best practices in ITSM.
• Create an access control rule (ACL).Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Loads, manipulates and maintains data between Service Now and other systems.
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in Service Now
• Development experience adhering with SDLC processes
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.

TECHNICAL SKILLS:

ITIL:: ITSM, Service Now, JavaScript, HTML, CSS, Bootstrap, Angular JS

Programming Languages:: C, C++, Java, SQL, PL/SQL

Scripting Language:: JavaScript, HTML, CSS, Ajax, XML

Database:: Oracle 10g, MySQL, DB2

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers:: Confidential Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE:: Eclipse, Net Beans, TOAD, RAD

PROFESSIONAL EXPERIENCE:

Confidential, Santa Clara, CA

Service Now Developer

Description:

• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, CMDB.
• Worked on the scoped application such as Confidential identify service, Confidential privileged app access, Confidential app access, Confidential password reset.
• Worked on Application Services with ServiceNow for these certified ServiceNow integrations such as Confidential SSO & Provisioning
• Worked on the outbound provisioning into ServiceNow leveraging the Confidential Identity Service app
• Worked on the cloning from one instance to the other instance.
• Worked on end to end implementation of CTI Integrations, Supported the team with the work flow of the integrations. Worked on Various Web Services Integrations using SOAP and REST.
• Create and maintain API and data integration processes between Service Now and other services.
• Working on Integration with third party applications and data sources.
• Working on Integrations with CMDB, Incident Management, Change management, Problem Management, User Administration and Single sign-on.
• Assisted client implementing the MSP (Managed Service Provider) instance for ServiceNow

  and Domain separation for ServiceNow Instances.

• Create Access Control List (ACL) rules for forms, tables, modules and manage groups/roles according to the requirement.
• Create different Transform maps to import data into ServiceNow and work extensively on providing users with Single Sign-On.
• Configuring domain separation to create a shared environment among multiple clients.
• Have hands on Experience on Integrating ServiceNow with third party tools and Domain separations for the external users to raise incidents in SNOW.
• Create, monitor, modify, and publish service catalog workflows with approvals.

Environment: Service Now (Kingston,Jakrta,Istanbul,) versions, Workflows, Sub flows, Java Script, Web services, XML, HTML.

Confidential, Basking Ridge, NJ

Service Now Developer

Responsibilities:

• Involved and adopted the Scrum Agile Methodology for the Requirement Gathering and ensure the configurations and customizations of the different processes based on story requirements
• Responsible for the Incident Management, User Administration, Configuration and Asset Management.
• Worked on huge Workflow design for on boarding and off-boarding of a partner/ employee/Contractor based on the requirements provided by the teams.
• Developed ServiceNow platform for HR Requests.
• Understood the Service Desk and worked on developing the Employee Self Service Portal (ESS) using Content Management.
• Development of integration for User Authentication (SSO, LDAP, Multi Provider SSO)
• Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow module.
• Used HR staff to create, manage, and view HR cases to process staff requests.
• Responsible for all the initial data loads necessary for Configuration and Asset Management.
• Using the best practice for migrating the customization from one instance to another which include creation of update set, preview, commit of update sets and merge operation.
• Worked Email Template and Notification.
• Update set Migration from dev to stage using schedule job based on the priority ticket and environment
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Worked on Discovery in order to re-locate the devices that were irregularly managed and found a solution in resolving the issues with using the discovery tool for a better use.
• Worked on the latest release Istanbul which is the advanced release and discovered Service-Now upgrades.
• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Good knowledge on Single Sign on and event based integrations.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Created complex transform scripts in transforming the data into the SNOW database.
• Create new service catalog requests and items with variables
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Used JDBC and ODBC of Data Sources for setting up the configuration database in Service now.
• Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• SCCM 2012-- dedicated SQL Database and SCCM plugin to be enabled in Service Now ITSM instance. A flat table created in SQL database replica server, called SCCM Computer Info table. This flat table serves as a replicated data source from SCCM database. This table contains selected data imported from SCCM tables and uses mappings defined in the ServiceNow SCCM plugin to ensure correct data transfer between the ServiceNow CMDB and SCCM.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• We would create Business rule on SNOW tables so, that when the field(s) are changed, system will send an update SQL message via JDBC Probe. JDBCProbe script include in SNOW instance will provide API capability and would automatically create record in ECC Queue. Mid Server will execute ECC Queue records via HTTPS protocol over port 443 on firewall.
• Port 443 would need to be enabled for a connection between Mid Server and SNOW instance
• SCCM to Service Now Integration, Service now to SCCM Integration---Bidirectional integration.

Environment: ServiceNow Fuji / Geneva / Helsinki, Windows 7/8, XML, Java script, Jelly script, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008

Confidential

Service now Developer/Admin

Responsibilities:

• Participate in the full SDLC Requirements Gathering, Analysis, design, coding, testing, training and operational support.
• Implement the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, third party software integrations, implementing new functionality, homepage customization.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Created schedules, reports and monitor performance of Service-Now.
• Service Catalog design and workflow design based on the approval and fulfillment process.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows. Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Implement security scheme and controls by using contextual security, control systems and data security.
• Reports, Service Level Agreement, Notifications, and Alerts.
• Development of requirement integration components (SSO, LDAP, SOAP).
• SCOM night bases scheduling.
• Create and use update sets to move customizations between systems
• Responsible for all the initial data loads necessary for Configuration and Asset Management to Find computers that don't have software installed with this script. This helps find computers that are not properly being discovered for CI information.
• Configuration/ customization including UI customization, workflow administration, data imports, custom scripting, third-party software integrations
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Created Dash boards on requirement.
• Reported inconsistency of form fields and maintenance of CMDB CI's.
• New fields were added to support the client requirement along with the set of business and client rules to fulfill client requirement.
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
• Created and moved update sets to different ServiceNow instances.

Environment: Service-Now Fuji / Geneva, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008

Global Logic

ServiceNow Developer

Responsibilities:

• Maintaining the customer relationship management by gathering the requirements from the customers and preparing the documents and taking sign-off before starting with the development process.
• Plays a Team lead role and responsible for work done by Offshore team.
• Designed an Enterprise level service catalog items that offers a collection of services.
• Involved in Designing, Development and Implementation of Service Catalog forms.
• Involved in customization of UI policies/ UI actions for a Catalog Tasks as well as Incident Management.
• Involved in designing, development of Employee Self-service portal, Order guide for Service Catalog, Knowledge base, create a service ticket, Schedule a call from the service desk and schedule a time for solving the issues with one to one personally.
• Worked on HR catalogs to submit requests to HR department
• Involved in creating the dashboard for individuals in a group contains my group work, my work, Tickets Created by me.
• Expertise in diagnosis and resolution on issues with Discovery tools.
• Developed and executed the Schedule Reports and Schedule jobs.
• Maintained the On-call rotations order for avoiding the conflicts.
• Extensive experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution.
• Scheduling the Discovery to identify the computers/network devices and tracking the devices.
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents.
• Designed and developed the activity stream for ITIL users can verify the notifications such as ticket/task assignments, Emergency information.
• Linking the relation between short description, category, and sub-category to avoid the time lag to the users.
• Developed complex workflow for On-boarding/ Off-boarding forms.
• Involved in writing of CSS, HTML, XML, JavaScript, Jelly Script, and JQuery.
• Created excel format in project management with the help of UI Pages using Jelly script.
• Configure the schedule jobs that help to run the discovery schedules using Java scripts.
• Configured SSO using web-services (SOAP/REST) in integration.
• Used Bootstrap framework for the development of responsive pages for desktop, mobile UI, iPad, iPhone and android enabled devices.

Environment: Service-Now Fuji / Geneva, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008

Confidential

Service Now Developer

Responsibilities:

• Joined the team as Java web developer and migrated to ServiceNow team because of my expertise in web development
• Participate ServiceNow Quick Start Implementation process and worked with ServiceNow in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Involved in LDAP Active Directory Integration
• Users are populated into the system using LDAP integration and worked closely with ServiceNow team and Infrastructure team to facilitate this integration.
• Migration of development changes is being done using update sets. Created functional and technical specifications documents for various ServiceNow modules
• Implemented the server-side coding using Business Rules, Script Includes and Scripted Webservices
• Implemented Client Scripts, UI Policies, UI Actions in ServiceNow.
• Worked on working on the ITIL Process Configuration like Incident, Problem, Change Management, Knowledge Management, Service Catalog, SLA and Reporting in Service-Now.
• Resolved typical Users access and roles issues by checking active directory and users table.
• Style sheet creation for the UI page, Dynamic content and CMS page.
• Involved in running daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Used AJAX to retrieve data from server synchronously in the background without Interfering with the display and existing page in an interactive way
• Design and implementation of service requests through Service Catalog in Service-Now.
• Responsible for the administering the Service-Now instances and clone scheduling process.
• Configured Email, inbound and outbound email actions and developing mail scripts on need basis.
• Worked on CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Users are populated into the system using LDAP integration and worked closely with Service-Now.
• Configured Service-Now for Enterprise Service Request Module.
• Search, populate, and customize the knowledge base.
• Creation of UI pages for a better visual appearance in catalog items.
• Involved in client calls to understand requirement feasibility form functional aspect.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
• Configured multiple forms for asset module using Configuration Management Database.
• Configured the complex Workflows that drive the catalog forms
• Created database views to pull the reports on variables which are being used by catalog items.
• Suggestions on how the data needs to be moved from one Instance to the other using Update sets.
• Gathered the user business requirements and develop the reports based on that.
• Developed and improved user systems procedures, and prepared systems documentation.

Environment: CMS, Import Sets, Transform Maps, Service Catalog, CMDB, Workflows.

Confidential

Java Developer

Responsibilities:

• Worked with the business users and analyzed the requirements
• Implemented Struts framework and MVC based web application
• Developed JSP pages as a presentation layer (served as UI)
• Client side validations using JavaScript
• Written Stored Procedures and packages for database operations
• Code reviews for the Servlets in order to get high performance and coding Java Classes
• Developed Entity Beans and Session Beans for the Enterprise Prototype
• Deployed the application on Web Logic server 8.0
• Interfaces were developed to the database with the help of JDBC drivers for Oracle
• Used JDBC calls to update the database at the application server
• Written UNIX shell scripts to copy the data files from one server to another
• Developed ANT build scripts to compile and create jar files for EJB deployment in the production
• Wrote SQL queries and PL/SQL procedures for JDBC
• Installation, configuration and maintenance of Apache-Tomcat
• Developed XML related APIs in Java as XML is the data transfer standard used for communication between applications Environment:

JAVA, J2EE, Struts, Oracle 9i, Web logic 8.0, ANT, JUNIT, JavaScript, JNDI, XML, JSP, HTML, JMS, UML,