PROFESSIONAL SUMMARY

• Overall 9 Years of Information Technology experience, 5 years of hands on experience as a Servicenow developer and administrator.
• Experience in managing process, technology and IT service management solutions, ITIL processes, customizing and configuration of ITSM tools.
• Experience with configuring and implementing Service - Now Applications/Modules with working noledge of its built-in capabilities including Plug-ins, Workflows, UI elements, tables, dictionaries, integrations and dependencies.
• Generated JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Developing JavaScript and configuring Workflows to implement additional features, customizations and enable the process flow.
• Experience in Service-NowSMEto support Administration, Configuration and process design for commercial customers.
• Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer Module Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.
• Extensive experience on technical implementation of various Service-Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Exposure to Service-Now platform tools like Discovery and Orchestration Environment.
• Expertise in developing Client Scripts, Business Rules, Script Include, Import sets.
• Worked on REST integration and SOAP based Inbound/Outbound WebServices, right from consuming, testing along with integrating with Servicenow.
• Experience in web development and application development using HTML, JavaScript and CSS, J2EE.
• Excellent expertise in developing and maintainingservice catalogitems.
• Expertise inCMDBbulk data loads, data reconciliation with the halp of Import sets and transform maps.
• Experience in developing workflows and in customizing the applications in Servicenow usingJava script, Jelly,AJAX, HTMLandDHTML.
• Configured LDAP Server, for pulling user and group data from Active Directory.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Provided assistance to clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis.
• Excellent work ethics, self-motivated, quick learner and team oriented.

TECHNICAL SKILLS

ITSM Tools: Servicenow Berlin/Calgary/Dublin/Eureka/Fuji/Geneva/Helsinki and BMC Remedy.

Languages: SQL, PL/SQL, XML, Shell Scripting, JavaScriptVBScript, HTML, Jelly, J2EE, C, C++

Database: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2

Operating Systems: Windows, Unix, Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, Crystal Reports 10, Crystal Enterprise XI, Business Objects, Erwin, MS Office, MS Visio WINSQL, WINSCP

PROFESSIONAL EXPERIENCE

Confidential, Louisville, KY

Sr. ServiceNow Developer/Admin

Responsibilities: -

• Worked on end to end implementation of CTI Integration. Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around theServicenowplatform.
• Gathered requirement from stake holders for attributes needed to developServiceCatalog items.
• Worked with clients to assess current state processes and tools, definedServicenow requirements and developed and configured theServicenowplatform.
• ImplementCMDBinServiceNow.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules ofServiceNowlike Incident management, Change management, and Problem management,Service catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations dat require modification of UI Pages/Macros.
• Propose and develop Integration of theCMDBwith CA Nimsoft Discovery.
• Designing theMappingdocuments for the B2B integration with web-services.
• Mappingthe user requirements / enhancements to Service Now entities and providing estimation for end to end development of requirement.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong noledge of the Server side scripting Business rules and Script Includes.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Conceptual and strategically analytical with an ability to understandinformationsystem and thoroughly analyze and address business needs.
• Created Data Sources from various external applications, scripts to parse incoming data and transform intoServicenow.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• TrainedServiceDesk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Currently working to develop newservicecatalog items and fix bugs in incident, problem and change management.

Environment: Java Script, JSON, Prototype, Webservices, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloudservices, ITIL, SCRUM.

Confidential, Pennsylvania

Sr. ServiceNow Developer/Admin

Responsibilities: -

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge,ServiceCatalog, CMDB in ServiceNow.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Development ofServicecatalog which includes creating new catalog items, designing workflows and execution plans.
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.
• Performed Data Analysis, designed Visualizations and created Dashboards using Tableau on dataset consisting usageinformation from Dognition.com.
• Worked on CMDB from the scratch.
• Created CI relationships and Suggested CI Relationships.
• 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.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Worked on WebServicesusing 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, and HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• 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.
• Writing script includes invoking them in reference qualifiers or variable scripting.

Environment:ServiceNow, JavaScript, HTML 5.

Confidential, Boston, MA

ServiceNow Developer/Admin

Responsibilities: -

• Involved in requirement gathering sessions with the client and created the specification documents (technical and functional) as per the requirements.
• Created the new Applications and Modules inServicenow.
• Performed in integration ofServicenowwith Oracle SOA WebServices.
• Involved in customizing the form design and layout for Incident, Problem and Change Management Processes.
• Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.
• Designed the Content Management System for Varian system involving layout, CSS andservice catalog work.
• Created various workflows for Incident, Problem, and Change ManagementServiceRequests.
• Theservicewe also provide to clients is a semi managedservicefor administering theirService desks, Service watch dat TEMPhas been implemented. dis includes various administration tasks withinServicedesk software.
• Written script includes and invoked them in business rules and client scripts.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Configure transform maps both automatic field mapping and scripting.
• Expertise in setting up the SLAs as per the requirements.
• Involved inServiceCatalog and Request Workflow Design and Configuration
• Knowledge in loading of data into CMDB using discovery and file imports.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Worked on the Calgary and Dublin Versions ofServiceNow

Environment:ServiceNow, AJAX, JavaScript, CSS, XML, HTML, and XHTML.

Confidential, Marlborough, MA

Service Now Developer

Responsibilities: -

• Development ofServicecatalog which includes creating new catalog items, designing.
• Work flows and execution plans.
• Maintained businessservicesand configuration item relationships inServiceNowtool.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge,ServiceCatalog, CMDB inServiceNow.
• Developed necessary development documentation as needed (e.g. technical design,developer notes, etc.)
• Gathered requirement from stake holders for attributes needed to developServiceCatalog items.
• Performed core configuration tasks including system policies, business rules and client scripts.
• Managed users, groups and roles.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript SOAP, Webservices, CSS, HTML5.
• Creates Workflow activities and approvals, implement new workflows dat use a variety of activities to understand how records are generated from workflows.
• Performed migration activities (Dev to QA, QA to Prod).
• CoordinatedServiceCatalog options, including two-step checkout, cart controls, and variables.
• Investigated performance issues, learnt troubleshooting tools, and used system logs to find issues.
• Developed and improved user systems procedures, and prepared systems documentation.
• Managed all Change Management Information (ServiceNow).
• Established and maintained TEMPeffective communications with customers, other technology specialists, and vendors aboutservices.
• DevelopedServiceCatalog items based on the requirement provided by the stakeholders.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Environment: Java Script, JSON, jQuery, Prototype, Webservices, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloudservices, ITIL, SCRUM.

Confidential - Duluth, GA

ServiceNow Developer

Responsibilities: -

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge,ServiceCatalog, CMDB inServicenow.
• Worked as an administrator to look after the day to tickets and resolve them on priority basis.
• Working on JAVASCRIPT, AJAX, and GLIDESCRIPT to run Workflows, Business Rules and UI Polices.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Webservices, CSS, HTML5.
• Worked on Discovery to update and insert computer related information on a regular basis.
• Worked on LDAP integration to update the users and groups.
• Implementing 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.
• Worked on CMDB and Asset management.
• Creation of Email Notifications and Inbound Actions.
• Development of SLA for the organizations Implementation of ACL.
• Performed code migration using Update Sets.
• Developed Import Sets to import data from different Sources. Developed Transform maps to map values between Import Set andServicenowtables.
• Created all the reports of Incidents, problem and change management.
• Assigned designation roles for the user and gave access to the users.

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

Confidential

WebDeveloper

Responsibilities: -

• Involved in Requirements and Analysis: Understanding the requirements of the client and the flow of the application as well as the application Framework.
• Defined and developed the application's presentation layer using HTML, CSS3, JavaScript and jQuery Scripting.
• Redesigned pages to improve application design and UI to attract the customers by taking inputs from senior management.
• Defined the site layout and developed Wireframes using Adobe Illustrator.
• Implemented AJAX functionality using JQUERY, JSON and XML.
• Created and developed the web-page layout and positioned/developed design elements, using Dreamweaver, HTML and Adobe Photoshop.
• Designed DOM based interactive to reprogram selected links and adopted WCAG 2.0 standards for HTML and XHTML and W3C standards for CSS as well.
• Worked on prototypes for Responsive design.

Environment: JAVA, J2EE, HTML, JQUERY, AJAX, CSS3, XML, JavaScript, Dreamweaver, JSP.