SUMMARY

• Around 7+ years of experience in IT Industry with more than More than 6+ years of experience ServiceNow developer and administrator in Configuring Applications using ServiceNow tool, used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience - delivering medium to large-scale ServiceNow implementations.
• Worked on three implementations of ServiceNow.
• Developed dynamic business service maps and reduced orphaned server count by combining AWS
• Hands on experience on various IT Services modules of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, Integration with Web Services.
• Design and configuration experience in ITSM and customizing the applications using Java script, AJAX and HTML in ServiceNow.
• Experience in Installation and Configuration of different modules of ServiceNow.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Hands on experience developing CMS in ServiceNow.
• Experience with various web technologies (JAVA Script, Jelly, XML, HTML, AJAX, CSS, HTTP), Good understanding of Web Services.
• Experience with relational databases such as MS SQL, Oracle
• Knowledge on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, REST, JSON and ODBC.
• Experience in web development and application development using HTML, JavaScript, CSS,J2EE.
• Created Knowledge articles & mentored & trained business users & Helpdesk users on ServiceNow platform.
• Participated in workshops with ServiceNow partner teams to help companies implement ServiceNow using best practices in ITSM.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Hands on experience in software analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications using Java/J2EE technologies.
• Development experience adhering with SDLC processes like Waterfall, Agile, Test Driven Development
• Experienced in Agile techniques such as SPRINT planning, Product Backlog management, Agile estimation, daily SCRUM, metrics such as Burn-down & Velocity charts, Sprint summary report, Sprint review/retro meetings etc.
• Expertise in Waterfall and iterative methodologies such as Rational Unified Process (RUP) methodology, and Agile.
• Good exposure to Agile methodologies like XP, Kanban.
• Expert Confidential driving the adoption and enforcement of Scrum rules, removing impediments and fostering self-management.
• 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 ServiceNow, 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.
• Hands on experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow.
• Expertise in configuring / maintaining / customizing ITSM.
• Experience in working on the ITIL Process Configuration like Change Management and Knowledge Management and Reporting in ServiceNow.
• Extensive knowledge and experience in implementation and administration of ServiceNow Asset Manager.
• Working experience ServiceNow Discovery tool to meet the company outlined requirements.
• Strong experience in customizing the form design and form layout for various forms in the ITIL Process like Incident, Problem and Change management in ServiceNow
• Experience in working with the workflows in ServiceNow for Service Catalog using workflow editor Good knowledge of CMDB and Asset Management Services. Good in defining Configuration item relationships.
• Extensive experience in Business Rules, UI Actions, UI Policies, Client Scripts.
• Experience in configuring Data Dictionary, Validations Scripts for the fields with in the forms in ServiceNow.
• Experience in working in Agile based development environment and participating in Scrum sessions.
• Works with development, security, infrastructure and operations teams to specify, configure, deploy and manage scalable, highly available applications and services on the AWS platform.
• Supported the IT team responsible for the implementation and administration of the ServiceNow implementation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations.
• Working on Jakarta and kingston latest versions
• Knowledge in object oriented analysis design and application development.
• Knowledge of other Agile approaches like XP, Kanban, Crystal and FDD and Agile techniques like ATDD and TDD.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Worked on LDAP and SSO integrations.
• Work effectively with others in a team environment & Lead various projects.
• Strong verbal, written and interpersonal communication skills.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning. Possess excellent communication. Project management, documentation, and interpersonal skills.
• Working on process improvements and implementation of new methodologies for software development and project management.
• Provide weekly AWS Cloud documentations on AWS Cloud enablement transition of SSA. Assist client service desk lead with developing support plan, ticketing tool (Service Now) configuration and integration.

TECHNICAL SKILLS

ITIL: ITSM, Service Now

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

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

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

Database: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

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

IDE: Eclipse, Net Beans

Version Control Tools: CVS, SVN

PROFESSIONAL EXPERIENCE

Service Now Developer/Admin

Confidential - ST. Louis, Missouri

Responsibilities:

• Analyze end user requirements and worked closely with team lead and Business analysts in understanding the current ServiceNow system.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and experience working directly with customers and client
• Lead development and implementation of Global Security Governance, Risk and Compliance (GRC) methodology, program, processes and technologies.
• Develop and provide training on GRC processes and technologies to stakeholders.
• Key contributor in the continuous improvement of Global Security GRC capabilities.
• Strong experience in process improvement and re-engineering, business requirements gathering and process flowcharts
• Worked on Service Catalog, Incident Management, GRC, Configuration & Change Management and Release Management with far reaching learning on Content Management System.
• Experience in maintaining the necessary development documentation as needed (ex: technical design, developer notes etc.)
• Worked on Service Catalog, Incident Management, GRC, Configuration & Change Management and Release Management with far reaching learning on Content Management System.
• Implemented and maintained the Service now platform to meet the business processes and support ITIL.
• Designing and customizing new applications and modules as per the requirements.
• Development of requirement integration components (SSO, LDAP, SOAP).
• Worked in coordinating all the changes through ITIL based change management practices.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Experience working in Software as a Service (SaaS) environment.
• Users are populated into the system using LDAP integration and worked closely with Service-Now team and Infrastructure team to facilitate this integration
• Worked which underpins and enhances things like COBIT, ITIL, ISO, CMMI, and Agile.
• IT4IT compliance will become a formal part of their strategy
• Defined the functional needs for our ITSM system, Service Now, and architected the specific implementation.
• Troubleshot ITSM issues and Integration related work such as CMDB, LDAP and Network Automation.
• Manage the Configuration Management Database, design and update process by partnering with all stake holders. Produce Quarterly reports for Service Assurance baselines.
• Provide build/release and use of Change management to deliver quarterly release of applications in the production environment. Data reporting expertise including structure and design to meet customer requirements
• Help the Product Owners to come up with set of stories for better understanding for estimate and development.
• Collaborate with team members to identify problems, impediments, dependencies, and other team dysfunctions, and then facilitate quick resolution.
• Facilitate Backlog Grooming, Scrum Planning, Daily Scrum, Sprint Review and Retrospective meetings.
• Motivate the team to come up with quality shippable product and meet the product goals
• Participated in Scrum of Scrum to provide updates on progress, impediments and collaboration with other teams.
• Work with Process owners to make Service Catalog More intuitive and ensure that Catalog description are Customers facing
• Design and configure a moderate request form for catalog items and ensure that needed requirements are still gathered
• Coach team members on Agile principles and assessing team maturity
• Removing impediments
• Experience in Analyzing and recommending reporting strategies based on business priorities and design workflows
• Plan and design effective end-to-end service management solutions that drive business value across complex and heterogeneous environments
• Established effective communication for the department with consistency across development and business management. Presentations, recommendations and updates provided regularly to the Agile manager.
• Created and maintained Artifacts and Information Radiators such as Sprint Burn-down, and Release Burn-down.
• Proficient with agile engineering practices such as TDD, BDD and continues integration.
• Collaborated with team members to identify problems, impediments, dependencies, and other team dysfunctions, and then facilitate quick resolution.
• Strong technical command of management tools; Jira, Rally and TFS
• Configured Team Foundation Server (TFS) and JIRA for Large ScaleAgile/senior leadership/ multiple scrum teams.
• Configured JIRA/Microsoft TFS Bridges and Slack Integration to Microsoft
• Identify and prioritize risk issues, facilitate development of action plans
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Familiar with the concepts of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• IT Eliminate the service outage in Jakarta
• Managed users, groups and roles, Advanced Schedule jobs and Business rule creation. Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules,
• Resolve Real Time securtiy Threads Fast In Jakarta
• Resolving customer issues Confidential lightspeed in Jakarta
• Monitor and perform ServiceNow admin activities which involve user and group administration.
• Implement and maintain the ServiceNow platform to meet the business processes and support ITIL.
• Design and customize new Applications and Modules as per the requirements.
• Create users, groups, roles and load the data to ServiceNow using import sets on daily, weekly or requirement basis. s
• Working on Jakarta and kingston latest versions
• Developed dynamic business service maps and reduced orphaned server count by combining AWS
• Write Business rules, Client scripts, UI policies and UI actions to customize the instance.
• Work on various modules in Service Catalog Management.
• Configure Email notification and SMS notification to alert the users of ServiceNow.
• Experience with various web technologies (JAVA Script, Jelly, XML, HTML, AJAX, CSS, HTTP), Good understanding of Web Services
• Develop solutions using web services, SOAP, JavaScript and other web technologies to integrate ServiceNow with internal/external systems and tools.
• Work on REST API as a third party application for Integration.
• Work on ServiceNow scripts by using JavaScript also used Angular JS for creating UI Scripts.
• Transfer data from one instance to other by creating and modifying Update sets.
• Import Sets to transform data and transform maps.
• Configure Service Level Agreements (SLA's).
• Create various work flows for Incident Management, Change Management and Service Requests.
• Monitor system performance and provide system statistics and reports to the business.
• Create homepages including basic reporting, gauge configuration and dashboards.
• Prepare documentation for installation, design and requirements of ServiceNow.
• Various types of UI pages and Macro templates are created using Apache Jelly.
• Create transform maps using automatic field mapping and scripting.
• Perform Data migration to import data from other applications and external databases.
• Create many standard work flows which are propagated and handled in many custom events.
• Work in Problem management based on requirements gathered through testing.

Environment: ServiceNow, CMDB, SOAP, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7, SQL Server.

Service Now Developer

Confidential

Responsibilities:

• Developed Facilities Application and several modules for all the facilities in the Confidential
• Build the forms as per the requirements to meet the business needs.
• Worked in Agile methodology environment.
• Defined the functional needs for our ITSM system, Service Now, and architected the specific implementation.
• Troubleshot ITSM issues and Integration related work such as CMDB, LDAP and Network Automation.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Worked with the business Stakeholders and SME' Confidential to define business requirements and analyze the functional requirements.
• Create, review and document test scripts, test plan and test cases for application development in ServiceNow and conduct UAT testing and demo before deployment to Production
• Designed Workflows, along with standard Workflow templates which can be reused.
• Worked on Service Now Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
• Good knowledge in scripting to write the Business rules and Client scripts.
• Designed the form layout and modified the user interface using UI Actions and UI Policies.
• Customized various applications like Incident, Problem and Change management.
• Created some modules by providing the link type URL which helps to navigate to other sites from the ServiceNow itself.
• Test forms and reports for correct mapping of the objects and data transfers.
• Design and implement of service requests through ServiceNow Catalog.
• Understand the requirements and designing of work flows.
• Implement new functionality using Business rules, UI policies, Access control lists (ACL) etc.
• Work on the System Requirement Specifications (SRS) including problem analysis and system definition models.
• Hands on experience in maintaining CMDB.
• Track the record of configurations stored in CMDB.
• Created, Modified and merged various Update sets to deploy them into the other instances.
• Worked on Import sets and Transform maps to import the data from the Spreadsheets.
• Exporting and Importing of data in XML files.
• Upgraded to Istanbul version.
• Reporting product enhancements and updates in the Istanbul release of ServiceNow Express platform.
• Web services (REST) enhancements and updates in the Istanbul release of ServiceNow Express platform.
• CMDB and asset enhancements and updates for the Istanbul release of ServiceNow Express platform.
• Created different Users, assigned them into a specific group based on their roles.
• Several modules were role protected so that the visibility of the modules is skinned down for the users based on their need of the modules.
• Developed various Email templates as per the User requirements and worked on the Email notifications.
• Email notifications and SMS notifications are configured to alert the users of ServiceNow.
• Created various reports and customized the Homepages with the reports as per the usage and need of the users.
• Involved in developing the same Application for the Tablet users and for the Mobile users too.
• Researched on Boston University and MIT ServiceNow experience and implemented for the Harvard Business School as ServiceNow is a pre-dominant tool in present market.
• Defects are raised using the Defect Management Application.
• Worked with the offshore team and communicating with them in the daily standups to design technical solutions.
• Fix code issues and migrate the solution to production environment following the IT processes of client.
• Worked on integration using SOAP, REST, LDAP and JSON.
• Extensive experience in the development and customization of Service catalog items and Work flows.

Environment: Service Now, Workflows, JavaScript, REST, SOAP, Service Catalog, User Administration, Oracle 10g, Service Level Management (SLM).

Confidential - Raleigh, NC

Service Now Administration

Responsibilities:

• Design and developed workflows, forms, scripts and underlying logic using Scrum/ Agile methodologies.
• Organized and facilitated project planning, daily stand-ups, reviews, retrospectives, sprint/release planning, demos and other Scrum-related meetings
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Service Now with other systems and customization.
• Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (Service Now).
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• 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 Manage now (Incident Management), info web(Change Management) requests to the Service now.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Post Implementation worked as Service Now Administrator and supported any issues and resolved them accordingly.
• Review the outage plans and ensure post and pre-outage is successful.
• Exposure to new plugins like incident alert management, orchestration and structured problem analysis
• Created various front-end forms, and associated Client Scripts, java scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configuring email with the SMTP and POP3 protocols in serviceNow.Creation of advanced workflows.
• Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in Service Now.
• Fix code issues, source control and migrate the solution to production environment following the IT processes of client.
• Creating new groups and adding users to the groups in service Now.
• Created and moved update sets to different Service Now instances
• Coordinated software testing and deployment activities with other development teams
• Experience solving complex problems (Business and Technical) and identifying options for solutions.
• Mentoring team of implementing best agile practices
• Following release management process through confluence
• Conducting retrospective using STOP, START, CONTINUE methodologies.
• Expert and well versed in running SCRUM, Triage meeting, Specification Review and SLA Documentations.
• Communicate effectively with Stakeholders on upcoming technologies by conducting Demos, UAT sessions, and SME working Sessions.

Environment: ServiceNow, JavaScript, CSS, xml, Html, Kanban, JavaScript, Apache jelly, REST, SQL,SOAP, SCRUM, Agile.

Confidential

Jr. UI Developer

Responsibilities:

• Involved in requirements gathering, analysis, design and testing of the complete system.
• Implemented the presentation layer using JSP, HTML and CSS.
• Configured Tomcat Apache for deployment.
• Designed and created various tables required for the project in MySQL database.
• Developed the application using Eclipse.
• Part of the team which was responsible for designing and developing the application in n-tier fashion as per struts based MVC architecture standards
• Designed and developed the Web-based User Interface on Jakarta Struts Framework using Java, Beans, Servlets, JSP and JavaScript.
• Responsible for developing the Registration modules of the wholesale application
• Utilize various Java Design patterns to develop Business modules based on the required functionality
• Responsible for developing the application level flow by utilizing Java, JSP and Struts
• Developed the business components (in core Java) used for the calculation module (calculating various entitlement attributes).
• Responsible for developing the OS specific scripts (Shell Scripts) for automating the closing doc Process.
• Wrote stored procedures and functions on Oracle.