SUMMARY

• Having over 5 + years of experience in IT with over 4 +years of good experience on service now development, Maintenance and Administration.
• Strong experience in Software Development Lifecycle (SDLC) Managing Project Scope, Requirement Definition, Resource Management, Change Management, Analysis, Managing Work Schedules, Project Status Reporting.
• Hands on experience on variousServiceNowModules like Service Catalog, Incident, Problem, Change Management, Release, Content Management, Reporting and Integration with Web Services.
• Good knowledge on Plugin activation, Manage data with tables, Import sets, transform maps and Update sets. Expert in Access Control Rules for providing the right access to right person/role.
• Expertise in Design and development of CMDB (Configuration Management) in ServiceNow.
• Worked as system analyst with responsible for end - user support, on-going maintenance and upgrades of the application, and customization and configuration of the application.
• Preparation of the work plan, allocating the same to the other team members, tracking the status by conducting weekly meetings and reporting the same to the managers.
• Expertise in Design and configure ITSM (incident, change, problem) in Service-now.
• Created business requirement and technical design documents for implementing ServiceNow.
• Capable of thinking in and out of the box and generating new design solutions and ideas.
• Good experience in developing workflows and in customizing the applications in service now using Javascript, AJAX, HTML and DHTML.
• Good experience in Analysis, Design, Development and Implementation of Business Intelligence Projects.
• Good hands-on experience with Geneva, Helsinki, Istanbul, Jakarta and Kingston.
• Good experience in Web-building Technologies, including XML, XSL, XSLT, CSS, and IIS.
• Experience of front-end HTML/HTML5, JavaScript (including JQuery) and CSS and Designed and implemented the UI with extensive use of, JavaScript, JQuery .
• Excellent communication skills, strong architectural skills, hardworking and a very good team worker with interpersonal communication and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to prioritize tasks and work independently as well as on a team.
• Can manage multiple competing tasks/projects at the same time and work in a fast-paced environment.

TECHNICAL SKILLS

Languages: C, C#, Java script, HTML, CSS, PL/SQL, SQL, XML, Java/J2EE

Applications: Eclipse, NetBeans, Oracle SQL Developer

Ticketing Tools: Service Now

Databases: Oracle 8i/9i/10g/11g, MS Access, MS SQL Server 2000/2005

Operating Systems: Windows XP/ 2000/ Vista/ 7,,Linux

Web/App Servers: Apache Tomcat, Web logic Server 8.1/9.2/10, MS IIS 5/6.0, JBoss

Packages/Tools: MS Office Suite, Toad

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer

Responsibilities:

• Involved in the development of thePortal Pages, Home Page, home Page administration and layout design.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Upgraded from Eureka to Fuji, Fuji to Geneva and also worked with Helsinki.
• Experience with Enterprise Management tools (such as IBM Tivoli, BMC, CA) and IT Service Management tools such as ServiceNow, BMC Remedy.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also Workflow has been created to support the Approval workflow and task assignment.
• Migration of the Incident Management, Change Management requests to the Service now.
• Report Creation for SLA for Incident, catalog task based on the severity.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Expert level knowledge in ServiceNow scripting and Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP/S, etc.)
• Review the outage plans and ensure post and pre outage is successful.
• Strong knowledge of SDLC Methodologies such as Waterfall, Agile, Scrum etc.,

Environment: ServiceNow, Java Script, Form Creation, XML, Web Services, SOAP, and Encryption.

Confidential

ServiceNow Developer

Responsibilities:

• Migration of the Incident Management, Change Management requests to the Service now.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
• Configuring email with the SMTP and POP3 protocols in service now.
• Creation of advanced workflows.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in Service Now.
• Worked on code issues, source control and migrate the solution to production using Emergency change environment following the IT processes of client.
• Creating new groups and adding users to the groups in service now.
• Done the Java coding to automate the migration process and SOAP was used to interact with Service-Now platform.
• More customized and more user-friendly Search Box for Service Catalog, using the bootstrap, dynamic content (Jelly).
• Involved in the development of thePortal Pages, Home Page, home Page administration and layout design.
• Widget creation and use of gadgetfor the custom display block.
• Involved in number of IT Dashboard Creation, Report Creation and Gauge Creation.
• Involved in design of the Knowledge Management Portal.
• 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.
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
• Using SCRUM methodology for the development and for defect tracking.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Environment: Business Rules, Script Include, Client Scripting, Jelly Scripting, Email Notifications.