SUMMARY

• A Service Now expert with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Good knowledge about IT Infrastructure Library (ITIL) standards which are helpful in development and customization of IT service management applications.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate Service Now with internal/ external systems and tools.
• Extensive experience in Service Now development and Implementation
• Core competency areas include IT Service Management using Service Now Tool
• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third party integration for Service Now platform.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Generated scripts using Load Runner multiprotocol (Flex + Web) and enhancing the Script by doing Correlation and parameterization.
• Involved in executing the load test, stress test and Endurance tests.
• Involved in recording and modifying scripts through HP Load Runner
• Interacting with the client on daily basis to understand the requirements that needed to be executed
• Involved in analysing results and made recommendations based on the post test run data.
• Prepared the Final Draft of Performance summary Report.
• Experience in ServiceNow Up gradations from older to newer version.
• Worked on end-to-end implementation of CMDB module using Discovery tool in ServiceNow.
• Knowledge on technical delivery including required documentation of cost-effective Service-now solutions with ability to create and modify workflows
• Experience on integration of SNOW with other tools like TROUX etc
• Extensive experience in using Microsoft BI studio products like SSIS,SSAS,SSRS for implementation of ETL methodology in data extraction, transformation and loading .
• Experience in web development using HTML, JavaScript and CSS
• Expert in designing Enterprise reports using SQL Server Reporting Services (SSRS 2000/2005/2008 ) generated drill down reports, parameterized reports, linked reports, sub reports, matrix dynamics and filters, charts in SSRS 2005/2008.
• Experience in creating Ad-hoc reports, data driven subscription reports by using Report Builder in SSRS.
• Participated in all scrum sessions like (grooming, estimation, daily scrum, etc.)
• Major strengths include strong leadership, excellent communication skills, competent, strong team player, attention to detail, dutiful respect for compliance in all regulated environments, as well as supervisory skills including hiring, scheduling, training and other administrative tasks.

TECHNICAL SKILLS

ITSM Tools: Service-Now, ITSM Suite, HP Service Manager, HP Asser Manager

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

Databases: Oracle 10g, SQL Server 2005

Application Servers: IIS 5.0, Apache, Tomcat, Weblogic

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

J2EE: JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS

PROFESSIONAL EXPERIENCE

Confidential - Florida, FL

Service Now Developer

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances.
• Working with client and functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
• Written script includes and invoked them in business rules and client scripts
• Imported many ci’s using import set tables
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: Service Now, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential

Service Now developer

Responsibilities:

• Design, configure and Implement ServiceNow components to meet specific business needs to support ITIL and business processes that are simple, intuitive and easy to use, allowing customers to extend and customize.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Application UI Configuration
• Development of requirement integration components (SSO, LDAP, SOAP)
• Converted the Service Catalog into a fully functional website using Content Management module.
• Design and Configuration of workflows
• Configuration of Email Notification to alert users on ServiceNow activities.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

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

Confidential

MS SQL/BI Developer

Responsibilities:

• Responsible for working with in-house development staff and functional analysts to review code and integrate SQL Reports with Oracle Systems using Web Services.
• Created and modified stored procedures, tables, views, indexes on various databases for critical data involving profit and loss, net revenue, forecasting etc.
• Tuned queries, T-SQL stored procedures to enhance the performance of applications.
• Created various reports using SSRS (Drill Down, Matrix, Sub reports and Navigating), Crystal Reports 10 and converted existing crystal reports to SSRS reports. Tested, Cleaned and Standardized Data meeting the business standards using Fuzzy /exact lookups using SSIS tasks.
• Data management and data processing solutions using SSIS, this includes Error Handling and Slowly Changing Dimensions.
• Created and maintained SSIS and DTS packages and used most of the tools in SSIS like looping, data formatting, error handling, email notification, web service task.
• Utilized extensively SSIS packages functionality to create and complete ETL process using scripts, stored procedures, functions, transformation of data.
• Created and Designed Data Source and Data Source Views Using SQL Server Analysis Services(SSAS).
• Enhanced the functionality of OLAP Cube by creating KPI, Actions and Perspective from dataset using SQL Server Analysis Services(SSAS).
• Experience in creating Multidimensional cubes with SSAS and designing DW Schemas.
• Migrated and resolved conversion errors for Performance Point Server reports to SharePoint 2010 Business Intelligence platform.
• Used TFS (Team Foundation Server) for project management and source control.
• Deployed SSIS packages on the Production Servers and monitored the SQL Agent jobs, SQL logs, Application logs. Provided 24*7 production supports on shift basis.

Environment: SQL Server 2012/2008R2/2005, SSRS, SSIS, SSAS, SSMS, DTS, TFS, T-SQL, SQL Profiler, SQL Server Agent, Crystal Reports 10, VB Script, Windows XP, MS Access 97/2003, ASP.net 3.5, XML, Microsoft Office SharePoint Services (MOSS).

Confidential

Jr SQL Server developer

Responsibilities:

• Created and managed schema objects such as tables, views, stored procedures, Tuning SQL Queries (using Indexes) triggers and maintaining Referential Integrity.
• Worked as part of a team for gathering and analyzing Business Requirements.
• Interacted with Team in Analysis, Design and Develop database using ER Diagram, involved in Design, Development and testing of the system
• Installed and administered Microsoft SQL Server, SQL Server Integration Services, SQL Server Reporting Services, and Team Foundation Server.
• Built Reports in SSRS for errors generated in SSIS Packages.
• Worked on client requirement and wrote Complex SQL Queries to generate Crystal Reports.
• Involved in performing database Backup and Recovery
• Creating and automating the regular Jobs.
• Tuned and Optimized SQL Queries using Execution Plan and Profiler
• Rebuilding Indexes and Tables as part of Performance Tuning Exercise
• Developed Reports Using SSRS on statistical data during migration of data.

Environment: SQL Server, T-SQL, Windows XP, Visual Studio, Report Builder, SQL Profiler, SSIS, SSRS.