SUMMARY

• 7+ of extensive IT experience in software requirement analysis, development, deployment and production support of complex high performance applications in Healthcare and Training industries including three Years of excellent experience on IT Infrastructure Library, ServiceNow Administration and ServiceNow Development.
• Experienced in supporting the Technical and System Architects to design the Application and System.
• Supporting the Development Team to Implement and in Unit testing the application. Good experience in supporting Testing Team on drafting Test Plans.
• A Qualified IT Professional with 7+ years of experience including 3+ years of experience as a ServiceNow suite developer and administrator in Designing, Configuring, Administering, Scripting, Customization, Deployment and Integration of the ServiceNow ITSM platform, used in ITIL Management delivering medium to large - scale ServiceNow implementations.
• Proficiency in following SDLC, which includes involving in Requirements gathering, Analysis, designing Technical Design Document (TDD), Unit Test Plans (UTP) and performing Development Testing like Unit, Integration, Regression and System testing.
• Experience in Implementation of Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Experience installing, configuration and administration of CMDB.
• Installation/Maintenance/Troubleshooting and Configuration of technical BMC Software components on server environment and different modules of Service-Now.
• Provides daily support of Service Management Platform (ServiceNow), including Scripting,Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.
• Experience in Manipulating, Loading and maintaining data between Service-Now and other systems.
• Experience with integration methodologies and development as well as building integration to external systems, currently using as HTTP, MID Server and Web Service (Construction and integration testing).
• Very good understanding IT related technologies (Java, Webservice, MQ Series, ETL, Reporting and Middleware) to discuss with developers and business.
• Very good experience in involve in backend, front-end, functional, integration, regression, smoke, cross browser, cross platform, performance and stress testing.
• Experience in ServiceNow Upgrades from older to newer version.
• Worked on end-to-end implementation of CMDB module using Discovery tool in ServiceNow.
• Experience in Content Management System (CMS) in ServiceNow.

TECHNICAL SKILLS

ITSM Tools: ServiceNow, ITSM Suite

Database Tools: SQL Client, SQL Developer

Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL

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

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Version Control Tools: CVS, SVN

OS Platforms: Microsoft Windows Server and clients

ServiceNow Modules: Incident Management, Change Management, Problem Management, Service Catalog, Service Level Management, CMDB, Data Loading, Start Now, On Call Scheduling, New Call, Web Services, ODBC Connectivity.

Web/Application Servers: Apache Tomcat, Web Logic Server, IBM Web Sphere and Java

PROFESSIONAL EXPERIENCE

Confidential, Illinois

Service Now Developer

Responsibilities:

• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Loaded Configuration Items (CIs) from Excel files into Service Now using import sets and Transform Maps
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various ServiceNow modules.
• Co-ordinating the instance upgrade activities.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.
• Worked on CMDB from the scratch
• Created CI relationships and Suggested CI Relationships
• Configured multiple forms for Asset module using Configuration Management Database.
• Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML
• Integrated with Active Directory for SSO using SAML 2.0
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS,
• HTML5
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Resolving typical Users access and roles issues by checking active directory and users table. Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables which are being used by catalog items. Writing Catalog client scripts and UI policies to make client side changes
• Creating the UI pages to use them in catalog items, Implemented using UI scripts
• Creating Knowledge articles to document the steps in creating the catalog items
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting

Environment: ServiceNow, JavaScript, HTML 5, Windows 7.

Confidential, Northbrook, IL

Service Now Developer/ Administrator

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Worked on the functional requirements and client requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed several email templates by using HTML and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Written script includes and invoked them in business rules and client scripts.
• Imported many CI's using import set tables.
• Imported Active Directory to ServiceNow using Data Sources.
• Created data sources and loaded the Service-Now tables with different data formats Created transform maps both automatic field mapping and scripting.
• Worked on Berlin, Calgary Versions.
• Worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting. Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements

Environment: ServiceNow, JavaScript, XML, HTML, CSS, XHTML, jelly Script, Windows 7.

Confidential, Redwood City, CA

Service Now Developer/ Administrator

Responsibilities:

• Worked on Incident, Problem, Change, and Service catalogue Management.
• Regular interaction with the Process Owners and other Support teams for Incident resolution with in a greed SLA.
• Update set movement to SubProd instances and Production
• Cloning activities which include post cloning and pre cloning activities.
• Scheduling daily calls and generating Reports regarding various incidents resolved.
• Raising ticket with Vendor while facing major issues like instance down and Performance issues. Hands on experience with Client Scripts/Business Rules/Scheduled Jobs for Incident analysis. Hands on experience with UI Actions/ UI Policy/ Access Control Lists /Email Notifications for Incident analysis
• Knowledge in workflow editor to design workflow for various modules, triggering various events, creating and publishing workflows.
• Customer Complaints Response & Resolution

Environment: Cloud based, OS: Windows 7 / XP; Applications: ServiceNow (Cloud based ITSM solution)

Confidential

J2EE Developer

Responsibilities:

• Involved in preparing views using JSP.
• Responsible for developing business logic.
• Involved in developing Model Classes which take care about DB operations.
• Coding using JSP, Java Servlets and HTML pages.
• Involved in development, administration, and integration testing.
• Created JUnit test cases for variation and Exception tests.
• Integrating my application with the existing Combined Web Application.

Environment: JSP, Servlets, JavaScript, CSS, XML, HTML, XHTML, Oracle 9i.

Confidential

Java / Configuration and Integration Developer

Responsibilities:

• NCCI Implementation - Exploring the NCCI needs by using MULE Enterprise Service Bus with Claim Center
• Claims Validation Tool - Configured a new screen in Claim Center for Bulk validating converted Claim
• Remote Document Print - Configured the Print Util functionality in the Claim Center to print the available document in the Claim Center
• Users, Roles and Permissions Relationships -- Matrix view of Users Roles and their Permissions on the screen and also in the form of CSV allowing the user to Export data.
• Email Configuration - Configured in Claim Center for sending emails to the users when the claim has updated or newly entered.
• External Policy Update System - Built an interface for policy system when the new claim has added to the particular policy in the Claim Center.

Environment: Java, JavaScript, CSS, XML, HTML, XML, Guidewire Billing Center, XML, GScript, Java, Web Services, Apache Ant 1.7,MySQL.