PROFESSIONAL SUMMARY:

• 7 years of experience as IT professional with over 3.9 years of good experience on ServiceNow Development, Maintenance and administration.
• Experience in Service Management and Service Delivery Process. (ITIL Frame Work).
• Experience in implementing various IT Service Management processes like Incident Management, Change Management, Problem Management, Knowledge Management, Configuration & Asset Management, Service Catalog, and Release Management with extensive knowledge on Content Management System.
• Created and configured new Applications in Service - Now and customized the applications using Business Rules, Client Scripts, UI Actions, UI Policies, External Data load using Transform maps, etc., as part of new application roll outs of Infrastructure Management.
• Experience in customising an instance, importing users and configuring security with Enterprise LDAP, MS AD.
• Deep functional and technical knowledge of the Service Now platform as well as experience in delivering medium to large-scale Service Now implementations
• Proficient working experience on on-going maintenance, upgrades and technical support to the existing Service-Now environments, applications and modules as well developing and implementing additional functionality and modules.
• Strong Knowledge in working with all phases of Software Development Life cycle (SDLC) throught the project and known SDLC models including agile community.
• In-depth knowledge of the Technical implementation of Change Management, Asset Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations. Strong experience in JavaScript.
• Good understanding of Helpdesk / Service Desk and hands-on experience of Employee Selfservice (ESS) portal customizations.
• Good understanding and hands-on Glide Forms, Records, Scratchpad, AJAX and Glide System used in UI Actions, Business Rules, Client Scripts.
• Hands on experience on Active Directory, LDAP and Single Sign-On (SSO) Integration with Service Now.
• Experience in SaaS software configuration and development using Web Services and Simple Object Access Protocol, XML/RPC, and AJAX.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with Customers and Clients.
• Hands on experience developing CMS in Service Now.
• Hands on experience on Active Directory, LDAP and Single Sign-On (SSO) Worked on REST and SOAP based Inbound/Outbound WebServices, right from consuming, testing along with integrating with SeviceNow.
• Define and meet standards for implementations in ServiceNow to ensure consistency and supportability of customizations.
• Experience with MID Server installation and configuration to gather data on local network and devices.
• Expertise in doing CMDB bulk data, load data reconcilation with the help of transform map and transcript script.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Experience in configuring email notifications in ServiceNow, UI Pages, UI Macro, Scheduled Jobs, Script Includes, Events.
• Experience in the fields of Client Scripting using different scripting languages like HTML, JavaScript, and CSS.
• Good experience in application development using Java/J2EE, Struts and springs.
• Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.
• Experience with Service-Now Administration and Production support including maintenance of lower life cycle instances. Familiar with versions Eureka, Dublin, Berlin.
• Recognize and report issues before they adversely impact the project schedule, respond to Service Requests and provide incident resolution.
• Ensure that technical designs meet functional design requirements as well as maintain the integrity and sustainability of the application.
• Experience in migrating configuration between various environments in ServiceNow using Update Sets.
• Experience in loading data from upper environments to lower environments into ServiceNow instances using Import Sets.
• Excellent Client interaction skills and proven experience in working independently as well as in a team.
• Exceptional ability to quickly master new concepts and a proactive team player with good analytics.
• Hands on experience in web development using HTML, JavaScript and CSS.

TECHNICAL SKILLS:

ITIL: ITSM, ServiceNow, JavaScript, HTML, CSS.

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

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

Databases: Oracle DB, 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, TOAD

Version Control Tools: CVS, SVN, Git

Tools and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver.

WORK EXPERIENCE:

Confidential, NJ

ServiceNow Developer/ Admin

Responsibilities:

• Perform day to day administration of Service-Now in Dev, Test and Production environments to maintain business services and configuration item relationships in Service-Now.
• Involved in integration and changes with regards to the Service-Now tool.
• As a Service Now developer, generated Buttons and context menus using UI actions on forms and lists.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Involved in migration between various environments in Service Now using Update Sets and Import Sets.
• Worked with reporting and configuring service level agreements (SLAs)
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Involved in Implementation, Customization and Maintenance of ITILmodules such as Incident, Change,Problem, Knowledge, Service Catalog, CMDB in Service Now
• Created data sources and loaded the Service-Now tables with different data formats.
• Design and develop solutions within the Service-Now environment to include modifications of applications, forms, workflow, interfaces and any other customization required to support ITIL processes.
• Involved in creation of reports, dashboards in Service Now.
• Strong working knowledge of various Service-Now components such as Service Desk, Change Management,
• Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility and Service Request Management.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Hands on experience in ITSM platform (Service Now, Remedy, Remedy Force) Experience on CMDB, Discovery and integration with other external modules.
• Designed email templates by using html and jelly scripting and used them in notifications.
• Worked on integrating Service Now with tally for obtaining the order information.
• Provide advanced support for Service-Now by troubleshooting a variety of difficult software problems, Implementing bug fixes and performing root cause analysis.
• Experience on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX. Done integration with 3rd party tools using (web services, SOAP, email, MID server).
• As part of support activity resolve incidents by providing proper root cause investigation of performance, configuration and data related issues.
• Created and configured new Applications using App Creator in Service-Now and creating new Forms while extending the Task and CI tables.
• Customized the applications using Business Rules, Client Scripts, UI Action and UI Policies, External Data load using Transform maps, etc., based on the application requirements and rolled out the customizations to upper environments using Update Sets.
• Extensively used Java Scrips for creating Business Rules, Script includes, UI Actions and UI policies.
• Developed Service Catalog items based on the project requirement provided by the stakeholders.

Environment: Service Now Fuji, Webservices, SOAP, XML, HTML, ITIL, SCRUM, Asset Management, Incident Management, Problem Management, HTTP, FTPS, Java scripts, Jelly Script, REST, Workflows, SDLC, HP ALM, Microsoft AD, SCCM, Siteminder.

Confidential - NJ

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 ServiceNow system.
• Worked on Core ServiceNow configurations like SLAs, Access Control Rules, Home Page, Banner, Reporting, working with User, Group, Roles, Locations, CMDB data, KB data, setting up Knowledge Bases, User Criteria, and migrating data via Importing XMLs and Import Sets to Production environment for Go-Live.
• Configure user accounts, groups, roles, creating new and updating existing catalog items. Creating, publishing & retiring knowledge base articles.
• Developed solutions in the service-now platform that are suitable and ITIL compliant, identify and define business solutions for ITIL users.
• Used Transform maps to import Data to Configuration Management, managed product catalog to import the configuration item records in ServiceNow. Data conditioning before a Import set and Transform Map is run.
• Customization of form layouts, fields, system dictionary, configuring email notifications, events, building reports and gauges.
• Facilitating rollout of new applications and modules.
• Creating and assigning roles to Knowledge Portal and Self Help articles for various user communities
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros. Experience with jelly scripting in ServiceNow.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Involved in migration from BMC Remedy to ServiceNow
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Design and Configuration.
• Designing the Content Management System for Varian system, which involved layout, CSS and service catalog work.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• 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.
• Configured MID server for discovery and instrumentaion.
• Responsible for creating homepages including basic reporting.
• Experience with Web Services integrations and with web services via APIs and worked on Active Directory, LDAP, JAVASCRIPT, AJAX, CSS, XML, HTML and UNIX
• Configured Email in ServiceNow with SMTP, POP3 protocols for Notifications of various events within Service Now.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and projects for multiple, diverse organizations, SLA reports.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Generating weekly reports and metrics for IT management.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Document existing and future state business processes, define and document functional requirements, and conduct information flow analysis and process modeling within and across multiple business streams.
• Maintain the integrity of the service-now tool across production and non-production environments.
• Provide on service-now process, operations, capability to all required teams.
• Involved in production support for all the service now related issues.

Environment: ServiceNow Dublin/Eureka, Microsoft AD, IBM WebSEAL, JavaScript, CSS, XML, HTML, XHTML, Perl, BMC Remedy, Jelly, WSDL, LDAP, Web Services, PowerShell, SNMP.

Confidential - NJ

Java Developer

Responsibilities:

• Designed the application based as per functional requirement.
• Solely responsible for the code and designing the code.
• Used JavaScript and HTML, CSS code in designing the UI application.
• Designed and Developed User Interactive (UI) of Web pages with the help of HTML, CSS3, CSS, JavaScript, angular JS, JQuery, LESS, Bootstrap and AJAX.
• Used Angular JS to create maintainable and testable single page application and Implemented 2-way data binding and used ng-filters across the applications.
• Built Web pages that are more user-interactive using JQuery, AJAX, JavaScript, Angular JS.
• Designed and created flash animations, flash banners and e-mail creative
• Used Backbone.js, JQuery.js and Underscore.js scripts to make UI more attractive.
• Applied visual effects, event handling, and document manipulation using the Angular.js library.
• Made and edited photos using Photoshop and upload photos.
• Support mobile devices and resizes the information as per size.
• Implemented CSS3 and JavaScript based navigation system visually identical to previous table-based system to improve ease of maintenance and organic search engine placement.
• Performance Optimization, Site Speed Optimization.
• Edited and embedded videos using Camtasia Studio.
• Environment: HTML, CSS3, JavaScript, angular.js, AJAX, Dreamweaver, jQuery.js, backbone.js, underscore.js, Apache Tomcat Serve, Bootstrap
• Developed Web services for sending and getting data from different applications using CXF SOAP messages, such as Loan Applications, to transfer data from Branch Server to Head Office Server, then used SAX and DOM XML parsers for data retrieval.
• Created SOAP based web service for prescriptions module and tested using SOAP UI.
• Involved in writing database persistence logic using Spring Hibernate Template, POJO Annotations, Transaction management, HQL, Criteria, Named queries and native SQL queries.
• Configured JMS messaging queues to update the request status in JBoss.
• Created web pages using JSP, and HTML5 along with JSTL and CSS3for styling.
• Developed a module on AngularJS and consumed RESTful web service to render JSON data on to UI
• Performed the Unit Testing using JUnit and used Maven for dependencies.
• Used agile software development methodology to develop project plans.
• Unit testing for all the components using JUNIT.

Environment: Eclipse 3.1.2, Java/J2EE, JSP, Jdk1.5, HTML, Java Script, XML, XSLT, Spring IOC, JDBC, TOAD, JDK 7, Java Script, JSP, Servlets, DB2, IBM Mainframe, JAXB, JBOSS, JSTL, Java Script, HTML, jQuery, CSS3, JUnit, Agile, UML, OOAD, JSON, XML, Web Services, WSDL, Apache, Maven.

Confidential

Java Developer

Responsibilities:

• Extensively used Core Java, Servlets, JSP, XML and spring in presentation tier.
• Generated the Hibernate XML and Java Mappings for the schemas.
• Used Eclipse as Integrated Development Environment (IDE).
• Used Hibernate to manage Transactions (update, delete) along with writing complex SQL and HQL queries.
• Developed Web services for sending and getting data from different applications using CXF SOAP messages, such as Loan Applications, to transfer data from Branch Server to Head Office Server, then used SAX and DOM XML parsers for data retrieval.
• Created SOAP based web service for prescriptions module and tested using SOAP UI.
• Involved in writing database persistence logic using Spring Hibernate Template, POJO Annotations, Transaction management, HQL, Criteria, Named queries and native SQL queries.
• Configured JMS messaging queues to update the request status in JBoss.
• Created web pages using JSP, and HTML5 along with JSTL and CSS3for styling.
• Developed a module on AngularJS and consumed RESTful web service to render JSON data on to UI
• Performed the Unit Testing using JUnit and used Maven for dependencies.
• Used agile software development methodology to develop project plans.
• Unit testing for all the components using JUNIT.
• Asynchronous JavaScript and XML (AJAX) for better and faster interactive Front-End.
• Worked with IBM Web-Sphere as the Application Server.
• Extensively used HTML tags in UI pages, and also used JSP as the view.
• Developed functional dependencies and normalization forms for the entities in the project.
• Used Git as version control system.
• Generated the reports based on the user requirements and formats.

Environment: Eclipse 3.1.2, Java/J2EE, JSP, Jdk1.5, HTML, Java Script, XML, XSLT, Spring IOC, JDBC, TOAD, JDK 7, Java Script, JSP, Servlets, DB2, IBM Mainframe, JAXB, JBOSS, JSTL, Java Script, HTML, jQuery, CSS3, JUnit, Agile, UML, OOAD, JSON, XML, Web Services, WSDL, Apache, Maven.