PROFESSIONAL SUMMARY:

• 8 years of IT industry experience in various ITSM frameworks with successful background in requirements gathering, technical documentation, design documentation and expertise in Object Oriented methodologies and ITSM frameworks.
• Direct hands - on experience on various IT Services of ServiceNow tool like Service Catalog Request, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• In-depth technical & functional knowledge of the ITBM implementations of Project Portfolio Management (PPM) and Application Portfolio Management (APM).
• Experience in configuring and customizing all aspects of Service-now like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Experience in designing, development and implementation of ServiceNow ITSM Platform applications and modules (ex. Incident, Problem, Change, CMDB, Service Catalog, GRC, PPS, Security Vulnerability, Discovery, HR, MID SERVER Facilities, Performance Analytics, various integrations, and various custom applications).
• Designed and configured different Workflows for various Service Catalog items and implementing end-to-end Service Catalog.
• Worked on REST API as a third-party application for Integration and have strong skills in the ServiceNow suite development, by using SOAP/ REST integration using SOAP/ WSDL
• Configuring and managing Discovery and Orchestration.
• Experience in CMDB, Discovery and integration with other external modules.
• Worked on GRC application (Governance, risk, and compliance).
• Good Knowledge on Implementing Unified Compliance Framework library.
• Development of code for UI Pages using Jelly, UI Actions, Script includes, MID Server script include client script, UI Policies, Business Rules, Glide Dialog Window, Glide Dialog Form and Processor.
• Experience across a wide base of modules within ServiceNow, including from the ITOM and ITBM suites.
• 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.
• Proactive in analyzing, coding using JavaScript and understanding the business processes, and ability to adhere to stringent Quality Procedures.
• Implementing system security by using Access Control Lists (ACL).
• Strong experience in managing, migrating, and maintaining best practices of Update Sets.
• Wrote complex transform scripts in transforming the data into the SNOW database.
• Having experience in implementation of CMDB module using Discovery tool in ServiceNow.
• Experience in generating different kinds of scheduled Reports and marking them as Gauges.
• Strong development experience and professional HTML5, CSS/ CSS3, JS and JQUERY and various Java and JavaScript design patterns, Web Services.
• Good experience in CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Created different type of Indicators in Performance analytics.
• Experienced in Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Worked on REST API as a third-party application for Integration.
• Trained on APM by internal resources and worked on propagating the data from Business Application to Application Instances, Application Clusters and Application End points.
• Strong experience in working on user interface applications and professional web applications using HTML, CSS, JavaScript, Angular JS, XML.
• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality.
• Worked with HTML, CSS3, JavaScript, and JQuery to build responsive web solutions.
• Experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management.
• Integrated with Active Directory for SSO using SAML 2.0
• Configured Applications using Service-Now tool used in ITIL Management.
• Utilized Javascript to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Designed many catalog items out of which few catalog items involve integration using SOAP Web services, Restful API.
• Developed script on server side and client side for Business Rules, UI Policies, UI Actions, and UI Macros & Client Scripts.
• Created different type of breakdowns in Performance analytics.
• Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting), Script includes in the ServiceNow
• Experience in configuring, integration Project Portfolio Suite (PPS).
• Created UI Actions, Business Rules, and Client Scripts extensively using Glide Forms, Glide Records, g scratchpad, Glide AJAX and Glide System.
• Developed reports as per requirements from management.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow Berlin/Calgary/Dublin/Eureka/Fuji/Geneva/Helsinki, Manage Now.

Languages: Java, J2EE, SQL, PL/SQL.

Scripting Languages: JavaScript, Jelly Script, HTML, CSS, AJAX, XML, JSON, J Query, Angular JS.

ServiceNow Versions: Helsinki, Istanbul, Jakarta, Kingston, London, Madrid, New York, Orlando, Paris.

Database: Oracle 9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2.

Operating Systems: Windows, Unix, Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL Plus, SQL Loader.

PROFESSIONAL EXPERIENCE:

Confidential - DUBLIN, OH

Sr. ServiceNow Developer

Responsibilities:

• Implement the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• Involved in instance upgrades (Recently Orlando from New York).
• Implemented a REST call (JSON) integration to integrate SN instance with DUO Sec system (For account creation, password reset and remove account).
• Involved in developing SOAP web service to integrate SN instance with Remedy.
• Performed Data migration to import data from other applications and external databases. Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Utilized JavaScript in Business Rules, Client scripts, UI Policies, and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Created Email Templates and Email Notifications.
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, third-party software integration, implementing new functionality, homepage customization.
• Imported Project (PPM module) data from old instance to new instance.
• Involved in implementation of CSM setup and integrating CSM with Seibel/CRM system.
• Added ACLs on project table to allow ITIL users to read project data.
• Create new service catalogs (used variables, variable sets).
• Created workflows for service catalogs and made changes to Change request workflow.
• Maintain integrity of the multiple instances of Service-Now.
• Involved in Administration tasks like creating reports, user administration, Moving update sets.
• Perform core configuration tasks.
• Created new CMDB CI classes by extending Business services and defined ci relationships.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, and transform maps.
• Implemented JIRA integration using Integration HUB.
• Implement security scheme and controls by using contextual security, control systems and data security.
• Involved in developing Service portal pages and widgets using Angular JS to show service catalogs in Service portal.
• Adhere to established testing, change management and communication guidelines.
• Developed a scripted web service to integrate with internal application IDM.
• Created a new workflow for Request (to execute before triggering RITM workflows).
• Involved in developing New employ on boarding Order guide catalog item.
• Developed inbound email integration to integrate SN instance with another vendor SN instance.
• Experienced in GRC application (Governance, risk and compliance).
• Created dash board in the Performance analytics.
• Process design of Incident, Change, Problem, Knowledge, Service Catalog, CMDB and Asset Management.
• Worked on End-to-End implementation of CMDB module using Discovery tool in ServiceNow.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Created and maintained Incident Reports and User Administration.
• Design and implement business solutions on the ServiceNow ITSM platform.
• Designed email templates by using html and jelly script and used them in notifications.
• Experienced in Configuring, Customizing, Upgrading ServiceNow tool (including MSP instances) for various ITIL Processes like Incident, Problem, Change, Service Request, Asset and Configuration management.
• Designed of various Service Catalog items using Designer and Record Producers and Defining workflows for the Catalog items, Approvals and Dynamic tasks in ServiceNow
• Good hands-on experience on ITIL, ITSM framework, strong understanding of the ITIL framework and all phases of the service lifecycle.
• Developed solutions using Ajax, JavaScript, Web Services REST, SOAP, and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Build reports, gauges, and home pages.
• Worked with email notifications, inbound actions, reports, gauges, and home pages.
• Build a process and ownership of APM/TPM in ServiceNow.
• Used Record Producers to create Incident and Change.

Environment: ServiceNow, JavaScript, Jelly Script, Java, Oracle, SQL, PL/SQL, MySQL, HTML, HTML5, CSS, AJAX, XML, JSON, J Query, Angular JS, SNOW DB, Web Services, SOAP, ITIL, ITSM, Jira.

Confidential - St Louis, MO

ServiceNow Developer

Responsibilities:

• Attended review meetings and project meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog, Incident, Problem and Service Level Management Implementation.
• Configuration and customization of Help Desk and different Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into Service Now.
• Responsible technical documentation for Configuration, Customization, Integration with External Services, Administration Service Now processes.
• Worked on various modules of Service Now like Incident Management, Change Management, and Problem Management, Service Catalog, User Administration, Reporting and Discovery.
• Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for new employee hire onboarding request.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into Service Now.
• Created Catalog items for onboarding order guide.
• Developed inbound email actions for creating incident and RTIMs creation and updates.
• Created Asset Data loader application for bulk importing assets from spreadsheets.
• Involved in creating SLA definitions for Incident.
• Involved in creation of development of integration from service now instance to Jira.
• Involved in instance upgrades, like checking the upgrade history and merging skipped files.
• Utilized Java Script in Business Rules, Client scripts, UI Policies, and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Modified change form and workflows to add additional approvals.
• Involved in moving update sets from instance to instance in releases.
• Involved in LDAP user import setup for Users data.
• Modified SAML properties to change the logout redirect Url for correct Logout screen after logging out from service now.
• Created Notifications and notification scripts to display more data in emails.
• Added ACLs on tables to restrict the access to tables.
• Used HTML5, CSS3, AJAX, JQUERY, JSON and Bootstrap to develop view pages.
• Experienced with web service integrations like SOAP, REST API
• Involved in PPM enhancements and integrated with various modules.
• Wrote Classifiers and Identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Worked on software design, modification, implementation and deployment, including object-oriented programming concepts
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Implemented the specialized modules of ServiceNow like HR Case Management, Time Card scheduling and Test Management as a Developer and Administrator.
• Used AJAX and JSON to make asynchronous calls to the project server to fetch data on the fly.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Implemented AJAX functionality using JQUERY, JSON and XML.
• Worked in configuring ServiceNow on Windows/UNIX platform with back-end as Oracle 10g Database.
• Mid Server Process Configuration for Windows & Linux, Workflows, Configuration Management Database (CMDB).
• Managed data with Tables, the CMDB, Import Sets, and Update Sets
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Experienced in SQL stored procedures, triggers, Views, Query Optimization Techniques & query hints.
• Collaborated with the GRC (Governance, risk and compliance) team on the development of the GRC solution.
• Worked on configuring customizing and enhancing Project Portfolio Management (PPM) module and integrated with user interface to ServiceNow.
• Created, Developed and implemented HR cases for automated HR processes, such as employee on boarding and off boarding.
• Develops ServiceNow software solutions using JavaScript, Jelly, one or more Web Services, MySQL, XML, HTML and CSS
• Built forms from scratch along with advance customizations at the level of UI Macros/UI page as per the complex requirements.
• Worked on the Dublin version and in the process of migrating to Eureka.
• Experienced in managing client scripts, UI policies, UI actions and Data policies.
• Experience in loading assets into SNOW from third party system using Web Services and Import Sets.

Environment: ServiceNow, JavaScript, Jelly Script, Java, Oracle, SQL, PL/SQL, MySQL, HTML, HTML5, CSS, AJAX, XML, JSON, J Query, Angular JS, SNOW DB, Web Services, SOAP, ITIL, ITSM, Jira.

Confidential

ServiceNow/Java/J2EE Developer

Responsibilities:

• Created functional and technical specifications documents for various ServiceNow modules.
• Created various ServiceNow applications, modules, and tables as per requirements.
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions, UI Policies in the ServiceNow.
• Created server-side scripts and client-side scripts, script includes scripted Web Services.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in ServiceNow.
• Greatly involved in Incident Management Process like Identifying, logging, categorizing and prioritization of Incidents.
• Worked on Prioritizing of Incidents by Impact, Urgency and Priority.
• Implemented Business Logics to disable the Priority is managed by Data Lookup - set as read - only UI Policies.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Integrated with Remedy using Web Services and File Import Sets.
• Loaded Catalog Items into Service Now from Remedy.
• Created Record Producers, Order Guides and Catalog Client Scripts and Workflows.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Extensively worked on CMDB, Configuration Items (Cis), CI relations and Mid Server.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Created user-friendly GUI interface and Web pages using HTML, JSP.
• Developed UI, which enhanced user efficiency in using the functionality defined after business analysis.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS and HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Pulling reports and scheduling the reports as per the client requirement in ServiceNow.
• Created database views to pull the reports on variables that are used by catalog items.
• Designed intuitive responsive web pages using the concept of negative margins and percentages.
• Created the UI pages and UI Macros to use them in catalog items implemented using UI scripts.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Writing script includes invoking them in qualifiers or variable scripting.
• Working knowledge on Java Script, Angular JS, AJAX, CSS, HTML, and Bootstrap.
• Experienced in web development (UI) using HTML 5, CSS 3, Angular JS and JQuery.
• Developed Web pages using HTML, CSS and JavaScript.
• Worked on Creating and configuring Notifications, UI Pages, UI Macros, Formatters, etc. in ServiceNow
• Experienced with agile software development methodologies, web development and object-oriented programming methodologies.
• Experienced in designing and maintenance of a global configuration management database (CMDB) in ServiceNow
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.
• Designed cross browser compatible web pages.
• Involved in writing client-side validations using Java Script, AJAX.
• Worked in Incident Management, Problem Management, Change Management, ESS and Service Level Management.
• Experienced in Customer Service Management (CSM) & Service Portal.
• Multi-platform experience on Unix/Linux and Windows Server family.
• Expertise in developing different type of report in the performance analytics.
• Supported in the development of database schema and creation of database tables in DB2.
• Working experience with relational databases like Oracle, MS SQL Server, MySQL.
• Worked on development of Service catalog - catalog items, record producers, requirement fulfillment processes, designing workflows
• Worked on Glide Ajax and Glide Records for scripting and UI actions.
• Worked with analyst to analyze functional requirements within ServiceNow for Customer Service Management (CSM).