SUMMARY

• Overall 8 years of professional IT experience and 7 years of experience inService - Nowplatform as bothDeveloperand Administrator.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, ITServiceContinuity Management, SLA Management.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience in debugging and troubleshooting the existing codes.
• Excellent knowledge of hand-coded HTML, CSS, JavaScript, DOM, JavaScript/UI libraries and their use in implementing AJAX solutions.
• Experience in performance tuning ofService-NowSetups.
• Supported the IT team responsible for the implementation and administration of theServiceNowimplementation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations.
• Knowledge in object-oriented analysis design and application development.
• Experience in creating Portfolio in Eureka and Fuji release.
• Good understanding of Helpdesk /ServiceDesk, Change Management, Asset Management, Change Tasking,ServiceLevel Agreement andServiceRequest Management.
• Strong analytical and problem-solving skills and the ability to interpret and communicate facts and data.
• Hands on experience on various ITServicesmodules ofService-Nowtool likeServiceCatalog Requests, Asset Management, Configuration Management,Service-NowAdministration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, Integration with WebServices.
• Worked extensively with Eclipse, Android Studio, Visual Studio.
• Experienced Mobile / AndroidDeveloperwho designed and developed consumer application for Android mobile devices with extensive user interface development.
• Proficiency in developing and design of mobile and embedded technologies on mobile platform, Android with SDK version from 2.3 to 4.2 and application development in Android NDK.
• Good understanding in End user requirement analysis, Android OS, interactive application development and full Software Development Life Cycle (SDLC).
• Good Knowledge of ITIL and ITSM best practices.
• Excellent team member with a strong ability to lead and balance multi-project workload.
• Good Understanding in gathering Systems Requirements Analysis, Design, Coding, Testing, Implementation and Documentation.
• Incident Management where issues of high critical Infrastructure and Applications in production environment were facilitated with escalations, outage communications, and bridge calls management targeting restoration ofservicesthe sooner. Monitoring tools are leveraged to detect most of the incidents.
• Problem Management where recurring issues are ticketed and discussed in the global meetings in regular intervals for enriched permanent solution.
• Change Management where the configuration items' (CIs) change request are approved after understanding the business impact, operation hours, duration of the change and reason for the change.
• Business Continuity Plan / Disaster Recovery Plan has been an innovative setup after understanding the criticality and availability of the team. This included lot of wisdom on ITIL like BIA, ITSCM, Maintenance and Monitoring, etc.
• Knowledge Management/Document Management which contains SOPs for Incident Identification, Resolution, and Escalation Contacts etc. are maintained with 100% availability of the documents upon regular audits.
• Excellent communication, analytical, leadership and project management skills.

TECHNICAL SKILLS

ITIL: ITSM, Service Now, ITIL, CMSProgramming Languages C, C++, Java, SQL, PL/SQL, ASP.Net, C#

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC Servlets, JSP, JSTL, Ajax, EJB

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

Database Tools: SQL Client, TOAD, SQL Developer

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

Version Control Tools: CVS, SVN

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

PROFESSIONAL EXPERIENCE

ServicenowAdmin/Developer

Confidential - Philadelphia

Responsibilities:

• Involved in Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, BuildingServiceCatalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in ServiceNow.
• Created Applications, Modules, tables, Columns as per the requirement specification in ServiceNow.
• Involved in creating users, groups, roles and load the data toservicenowusing import sets on daily, weekly or requirement basis.
• Experience in creating Portfolio in Eureka and Fuji release.
• Familiar with Studio Editor, Script Editor, Customizations and the API features of Geneva.
• Development ofServiceCatalog which includes creating new Catalog items, designing workflows and execution plans.
• Worked with reporting in configuringServiceLevel Agreements (SLA).
• Involved in integration with third part tool Altiris, where data from Altiris is imported to CMDB.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
• Involve in migration between various environments inServiceNowusing update sets and import sets.
• Created Workflows, Sub flows and Tables on Helsinki, Geneva, Fuji and Eureka.
• Managed inbound and outbound notifications in Helsinki Geneva, Fuji and Eureka.
• Development of UI pages using HTML and jelly scripting for ESS (Employee Self - Service) portal.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.
• Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Involved in upgrading version of ServiceNow from Fuji to Geneva and Geneva to Helsinki with focus onServiceCatalog and have knowledge with patches for same version.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, webservices, CSS, HTML5.
• Worked on Glide AJAX and Glide Records for scripting and UI actions.
• Implemented JDBC Export to execute custom SQL queries in the Confidential database based on requirement.
• Worked on scheduling the report generation in ServiceNow as per the requirements.

Environment: ServiceNow Geneva/Helsinki, HTML5, JavaScript, JSON, SOAP, WebServices, MS SQL Server, Integration, SCRUM.

ServicenowAdmin/Developer

Confidential

Responsibilities:

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Setup the process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management andServiceCatalog.
• Involved in coding the Business Rules (Server - Side Scripting), Client Scripts (Client-Side Scripting), Script includes in the ServiceNow
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Worked on the latest release EUREKA which is the advanced release and discoveredService-Nowupgrades.
• Worked on creating project templates and roll up calculations for tasks and sub tasks using Project Portfolio Management module.
• Created schedules, reports, and monitor performance ofService-Now.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Used data sources to migrate the data from excel sheets toService-Nowthrough transform maps.
• Facilitating rollout of new applications and modules.
• Created Workflows, Sub flows and Tables both on Fuji and Geneva.
• Managed inbound and outbound notifications in Fuji and Geneva.
• Written script includes and invoked them in business rules and client scripts.
• Creation of update sets, export the update sets, retrieve the update sets.
• Imported Active Directory toServicenowusing data sources.
• Provided analysis, design and development ofService-Nowtrouble ticketing and incident management systems to support the company's technical operations.
• Experience on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX.
• Done integration with 3rd party tools using (Webservices, SOAP, Email, MID server).

Environment: CMDB, ServiceNow Fuji/Geneva, CSS, Java Script, HTML, Discovery, JSON, jQuery, Angular JS, SOAP, AJAX, SCRUM, ITIL.

ServicenowAdmin/Developer

Confidential - Minneapolis

Responsibilities:

• Worked on various modules of ServiceNow which include Incident, Change and Problem Management.
• Interacted with Stakeholders, Users and Customers for gathering requirements to arrive at design solution.
• Designed a portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on the feedback received from users.
• Involved in designing the portal and showcasing it into a user - friendly environment.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Created suggested relationships for configuration items in CMDB.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Involved in creation of reports, dashboards in ServiceNow.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Design and develop solutions within theService-Nowenvironment to include modifications of applications, forms, workflow, interfaces and any other customization required to support ITIL processes.
• Worked with reporting and configuringservicelevel agreements (SLA's).
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Developed Complex workflows inServiceCatalog for interaction with Third Party Sources.
• Handling Production support tickets and assigning them to appropriate teams.
• Developed solutions using JavaScript, WebServices, REST and other web technologies to integrate ServiceNow with internal/ external systems and tools.

Environment: ServiceNow Fuji, LDAP integration, AngularJS, Form Creation, AJAX, jQuery, XML, Jelly script, JavaScript, CSS3, REST, HTML5.