PROFESSIONAL SUMMARY:

• Over 6+ years of Experience in Information Technology, 3+ years of experience exclusively in Designing, customization, enhancing, workflow configuration, integrating and supporting Service - Now suite of products such as Incident Management, Problem Management, Change Management, Asset and Service Request management systems
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Expertise in developing, maintaining and creating workflows for service catalog items.
• Experience in utilizing Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management (PPM), Reporting, Gauges, Integration with Web Services
• Extensive knowledge in Business rules, administrating active plugins, Import - Update sets, Control system access and data security, Control access to the application and its records.
• Expertise in effective identification of incidents affecting the Client computing environment, coordination of appropriate response to restore service and for the continuous improvement of Global Operations Center services through active engagement in al ITIL process areas
• Experience in Generating JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Experience in Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM
• Extensive experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Involved in Configuring applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience in delivering medium to large-scale Service Now implementations.
• Experience in web development using HTML, JavaScript and CSS.
• Experience in generating various reports providing information on Changes scheduled, unauthorized changes implemented, Changes causing incidents etc.
• Experience in developing applications Coordinated with the cross-functional teams and have an experience in off-shore Environment.
• Proficient in managing projects from the level of feasibility study to the systems analysis and design, organizing, monitoring and applying various process and tools of ProjectManagementtechniques.
• Demonstrated ability to work and communicate effectively with both business and technical audiences.
• An effective communicator with excellent relationship building & interpersonal skills. Strong problem solving & organizational abilities. Good in leading, mentoring, coaching, and motivating team to deliver the best result.
• Experience in developing applications Coordinated with the cross-functional teams and have an experience in OFF SHORE environment.
• Strong team player, ability to work independently and in team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

TECHNICAL SKILLS:

ITSM Tools: Service-Now versions Dublin/Eureka/Fuji/Geneva/Helsinki/IstanbulITSM Suite, HP Service Manager, HP Asset Manager.

Languages: C, C++, Java, J2EE, HTML, XML, JavaScript, SQL

Databases: DB2, Tera Data, Postgre SQL, Oracle 7.x/8.x/9i/10g/11i,11gSQL Server 2008/2005/2003/2000

Application Servers: IIS 5.0, Apache, Tomcat, Weblogic

Operating Systems: Windows 7, Windows 2008/XP, UNIX

PROFESSIONAL EXPERIENCE:

Confidential, Bentonville, AR

ServiceNow Engineer

Responsibilities:

• Created functional and technical specifications documents for various Service Now modules.
• Worked extensively on Configuration & Asset Management, Change Management and Release Management.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Design and Configuration.
• Customization and Maintenance of ITIL modules such as Sprint Planning, Stories, Service Catalog, CMDB in ServiceNow.
• Designed and delivered technical methodologies around theServiceNowplatform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, definedServiceNowrequirements and developed and configured theServiceNowplatform.
• Working on Design, Development and Implementation of ServiceNow customization including, but not limited to: workflow administration, reporting, data imports.
• Design and build the applications using JAVASCRIPT, HTML, JELLY scripting languages.
• Customization and Maintenance of ITIL modules such as Sprint Planning, Stories, Service Catalog, CMDB in ServiceNow.
• Perform migration activities (Dev to QA, QA to Prod).
• Working on ORCHESTRATION activities to perform operations on various servers like Active Directory, UNIX through ServiceNow using POWERSHELL and SHELL codes.
• Responsible for overall Service Now code quality, administration, platform development, module development and execute using company AGILE practices.
• Working on Web Services integrations using SOAP and REST API’s.
• Participate in Unit testing, System testing, integration testing and User Acceptance testing.
• Performing instance upgrades.
• Raising ticket with Vendor while facing major issues like instance down and Performance issues.
• Configured MID server for discovery and instrumentation. Responsible for creating homepages including basic reporting.
• Design, develop and negotiate performance standards for Change Management and Prepared performance reporting documentation for management.
• Conduct audits of Asset, configuration andchangemanagementsystem to ensure the integrity of data held within the system.
• Experience in creating Reports using Performance Analytics Module.
• Worked on scheduling the data collection jobs and create indicator sources in Performance Analytics Module.
• Configured and Implemented Incident, Problem, Change, Service Catalogs, Performance Analytics, Hardware Asset Management, Software Asset Management, Service Portals etc
• Responsible for writing test plans and executing tests via automation and manually.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Converted manual steps to automated using the protractor plugin for workflow and service portal.
• Created test script for ongoing maintenance (bug fixes) and enhancements to ITSM modules, Portal and New Service Catalog items.
• Working on transform maps, Update sets, data sources and different transform scripts for data loads and management.
• Evaluating High Level Designs and use cases and user stories given.

Environment: Service Now kingston version, Java Script, JSON, Prototype, Web services, SOAP, SQL, XML, HTML, AJAX.

Confidential, Durham, NC

Senior ServiceNow Developer

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 Service Now system.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis
• Involved in creating and configuring the SLAs as per the requirement.
• Performed core configuration tasks including system policies, business rules and client scripts.
• Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate.
• Worked on service now performance analytics module, involved in configuring the incident dashboard.
• Participated in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.
• Assigning the production support tickets to the appropriate users and user group.
• Construct Data Sources from several external applications, scripts to resolve approaching information and change into ServiceNow.
• Managed and coordinated activities during the overall ticket life cycle in Incident and Problem Management
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Design and Configuration.
• Creatednotificationsbased on user requirements and configured inbound email actions to create incidents or requests.
• Manage and deploy loaner computer and mobile devices, including responsibility for selection of devices.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Extensive knowledge and experience in developing scripts using T-SQL for querying against databases.
• Designing the Content Management System for Various system, which involved layout, CSS and service catalog work.
• Created configuration processes with software tracking of Controlled Items (CIs) in Configuration Management Database (CMDB)
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, and CMDB in Service-Now.
• Involved inChangeReview Board (CRB) meetings to give the different development solutions possible for thechangemodule that needs to be built on top of out of box functionalities.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates toChangeand Problem requests.
• Manage and coordinate activities during the overall ticket life cycle in Incident and ProblemManagement.
• Worked on Creating Users, Roles and Groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• Composed a script to automate routine tasks being done inServiceNowby creating an access control rule (ACL) using scripting tools andServiceNowfunctionality.
• Experience with Web Services integrations and with web services via APIs and worked on Active Directory, LDAP, JAVASCRIPT, AJAX, CSS, XML, HTML and UNIX.

Environment: Service Now Istanbul/Helsinki version, Java Script, JSON, Prototype, Web services, SOAP, SQL, XML, HTML, AJAX.

Confidential, Auburn Hills, MI

Service Now Developer/Admin

Responsibilities:

• Developed solutions in the service-now platform that are ITIL V3compliant and defined business solutions for ITIL users.
• As a part of support activity resolved incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool. Maintain business services and configuration item relationships in Service-Now tool.
• Designed and implemented new functionality using UI Policies and Data Policy.
• Developed front-end UI pages and necessary backend classes to support data access and user authorization.
• Designed many email templates by using HTML, XML and Jelly Scripting and used them in notifications.
• Responsible for creating various workflows for Incident Management, Asset Management, and Change Requests.
• Involved in Analyzing the end user business requirements to understand the current ServiceNow Architecture.
• Manage all problems in accordance with the Problem &ChangeManagementprocess.
• Developed achangemanagementstrategy based on a situational awareness of the details of thechangeand the groups being impacted by thechange.
• Worked with Reporting Coordinator Role to help understand and develop ways to report metrics for Incident,Change and problem management.
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation of Service Now upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Developed and implementedchangemanagementprocedures to successfully achieve business, schedule, and budget objectives
• Worked on the things related to Service Now Automation, CMDB population, Security & Roles
• Generating weekly reports and metrics for IT management.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Involved in production support for all the Service-Now related issues.
• Created reports that included general overview, open bugs, new bugs, and enhancement requests. Entered new bugs and maintained the status of those bugs.
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Worked with database team for designing, developing, implementing & supported QlikView dashboards.
• Troubleshoot and resolve incidents related to mobile device connectivity to the network and synchronization with the company's email and calendar environment.

Environment: Service Now Geneva, Windows 10, HTML, CSS, XML, Jelly scripting, UNIX, SQL.

Confidential

Java Developer

Responsibilities:

• Involved in each phase of SDLC.
• Develop coreJavaprograms for all business rules and workflows using spring framework.
• Re-factor existing code structure to separate core business logic and Data Access Objects (DAOs).
• Implement Hibernate for data persistence and management.
• Analyze and fix issues related to Rest Web services and Application responses.
• Write database queries and programs for data insertion, updates and views.
• Design and develop the presentation layer using JSPs, JQuery and JavaScript.
• Involve in design, configuration, development and bug-fixes.
• Wrote test plans and performed unit testing and performance testing.
• Worked with the systems team and Quality assurance team in the process.
• Respond promptly and professionally to bug reports

Environment: Core JAVA, J2EE, JSP, JavaScript, Oracle 9i and JUnit, Eclipse, Maven, Log4j, MS SQL Server