PROFILE:

• Nine Years of extensive IT experience in all the SDLC phases including requirement analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications using Java/J2EE and ServiceNow platforms.
• Three Years of experience as a ServiceNow Administrator/Developer in Designing, Configuring, Administering, Scripting, Customization, Deployment and Integration of the ServiceNow ITSM platform, used in ITIL Management delivering medium to large - scale Service Now implementations.
• Proficiency in following SDLC programming, which includes involving in Requirements gathering, Analysis, designing Technical Design Document (TDD), Unit Test Plans (UTP) and performing Development Testing like Unit, Integration, Regression and System testing.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks. Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, 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.
• Good Experience in IBM GSD (Global Service Desk) versions R6 (Incident, Problem and change management) and R12 (Release Management).
• Extensive knowledge and experience on various technologies like Java, J2EE, Spring, Hibernate, ETL, Webservice and Middleware.
• Expertise in Deployment java applications in Websphere and Weblogic Application Server.
• Strong understanding of ITIL/ITSM V3 processes.
• Experience in Implementation of Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Provides daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.
• Experience installing, configuration and administration of CMDB.
• Experience in Manipulating, Loading and Maintaining data between Service-Now and other systems.
• Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Enhanced the existing LDAP integration and modified business rules.
• Experience in Content Management System (CMS) in ServiceNow.
• Experience in Creating Knowledge article, Mentored and trained business users & Helpdesk users on ServiceNow platform.
• Experience in web development using HTML, JavaScript and CSS.
• Developed Web services - WSDL and SOAP.
• Expertise writing SQL Queries in the scripts to query the database.
• Exceptional organizational skills, dedicated Professional with demonstrated ability of effective management and planning.
• Profound Communication and personal skills, excellent presentation skills, effective public speaker and ability to maintain excellent cooperative working relationships with co-workers and Management.
• Proven record of providing outstanding customer service, talented relationship developer, self-motivated professional who seeks challenge and opportunity in ServiceNow ITSM platform development, support and management.

TECHINICAL SKILLS:

ITIL: ITSM, Service Now, JavaScript, HTML, CSS.

Programming Languages: Java,Java Scripting, Struts, design patterns, JUnit, JDK 1.5,log4j.SOAP

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

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

Databases: Oracle 10g, MySQL, SQL, DB2

Database Tools: SQL Client, TOAD, SQL Developer

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

IDE: Eclipse, Net Beans

Version Control Tools: CVS, SVN s

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

PROFESSIONAL EXPERIENCE:

Confidential, Wilson, North Carolina

ServiceNow Developer/Administrator

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.
• Gathered requirement from users for attributes needed to develop Service Catalog items.
• Manage data with tables, the configuration management database (CMDB), import sets and update sets.
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Run reports, configure service level agreements (SLAs) and perform instance branding and customization.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Involving in discuss with other technical areas to meet the business and technical requirements for ServiceNow, SMTP Admin, IBM Data power, Webservice Owners and DBA to build integration to external and internal systems, currently using as SMTP (EMAIL), MID Server and Web Service(Construction, integration testing, and other technical functions related to the White Label tool).
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.
• Enhanced the existing LDAP integration and modified business rules.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Created various front end forms.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions, UI Policies, UI Actions.
• Created Update Sets to migrate customizations from one instance to another instance.
• Created Email Templates and Email Notifications.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Created various SLA as per client requirement with the Incident Management applications.

Confidential

Infrastructure Integration Developer

Responsibilities:

• Provided analysis, design and development of Service-Now ticketing and incident management systems to support the company’s technical operations.
• Provided ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third party software integrations.
• Worked on designing, configuring and customizing new applications and modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration and Reporting.
• Worked on Configuring the IP Addresses to identify the undiscovered CI's and insert them into CMDB.
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code
• Worked on creating, monitoring, modifying and publishing service catalog workflows with approvals.
• Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.
• Interface extensively with all areas of the organization including Operations and Development.
• Worked in configuring ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.
• Wrote Custom Reports, scripts to integrate with 3rd party software.
• Created Update sets to move customizations between different systems.
• Created full documentation for Service-Now applications.
• Provided and support to all Service-Now users.

Confidential

Java Developer and UI Developer

Responsibilities:

• Working in Agile environment delivering output in sprints and participating in scrums.
• Participated in project planning sessions with business analyst to analyze functional requirements and translate them into working model.
• Reading JSON and producing JSON files.
• Experience on working in Quality Centre to resolve issues related to testing.
• Resolved incidents raised in production.
• Developed JUNIT test cases to test the application.
• Worked on client and server scripting.
• Involved in incident, problem, and change and release management process.
• Design and developed JDBC connection objects for the data retrieval and update.
• Loading the data into DB2 environment.
• Implemented JReport for annual report generation with charts.

Environment: IBM RAD, JSP, Java Beans, JDBC, JavaScript, Ajax, Oracle 10g, SQL, PL/SQL.

Confidential

Java Developer and UI Developer

Responsibilities:

• Creating and administrating database objects like table, views, and indexes.
• Involved in setting up design specifications together with the business analysts and system designer and developed various components and web pages as per client’s requirements and to test the changes in the various environments before implementing in Production.
• Generated the web service classes and exposing the application as web service and implementing various business rules and validations.
• Developed JUnit test cases to test the application which also can be invoked through ant script.
• Maintenance and Support.