SUMMARY:

• IT professional with 8 years of relevant experience in the field of ITSM and Java/J2EE. Extensive knowledge and experience in implementation and administration of ServieNow.
• Design, develop, unit test, document, and deploy software features on the Service Now platform.
• Strong knowledge in working with all phases of SDLC throughout the Project Life Cycle and known SDLC models including agile community.
• Extensive experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, and project coordination and conflict resolution.
• Analyzing the Change Request Forms, Impact, categorizing and prioritizing the change.
• Generation of Various reports providing information on Changes scheduled, unauthorized changes implemented, Changes causing incidents etc. Backlog Changes got reduced by 50% with the help of report generated using Service - now
• Interacting with CMDB stakeholders group and adding attributes into CMDB by the given user data.
• Expertise in Design and configure ITSM (incident, change, problem) and customizing the applications using Java script, AJAX, HTML and DHTML in Service Now.
• Expertise in Design and developing custom applications in Service Now and utilize its potential in PaaS (Platform-as-a-Service).
• Expertise knowledge in using Content Management System (CMS).
• Expertise in Design and development of CMDB (Configuration Management) in Service Now.
• Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.
• Good experience in working with Java Script, CSS, HTML and XHTML
• Elicited Requirements from client and created Service Catalog, catalog Items with Variables and Variable sets.
• Ensuring SLA’s are achieved according to Incident, Problem and Change Management Processes.
• Documented elicited Requirements by using MS Excel and reviewed specifications.
• Designed Process flow diagrams & Cross-functional flow charts to provide clear understanding of user perspectives across team.
• Participated in Service-now implementation by customizing the forms and Lists of Incident & Problem Management tables.
• Actively participated in writing Business rules, Client scripts, UI actions and UI Policies as per the client requirement
• Involved in Incident Reporting and Change reports to track process of repairs and determine the current quality of the application.
• Used Scripting to build an application with a systematic approach.
• Designed Workflows, Creating approvals and Execution plans for the catalog items.
• Created UI pages for a better visual appearance in catalog items.
• Used update sets, Notifications as part of customizing the Service-now.
• Imported Data of different formats and types using transform maps to Configuration Management.
• Experienced in writing Data Sources, Transform maps and properly analyzing coleasce to avoid duplicates.
• Verified finished tasks moving from one environment to other environment by using Update sets.
• Written scheduled jobs and schedule-imports depends on requirements.
• Good experience in application development using Java/J2EE, JSP, Struts and springs.
• Participated in all scrum sessions like (grooming, estimation, daily scrum, etc.)
• Handled all levels of system administration including gathering requirements, project
• Planning, budgeting, code implementation, development testing, change management and for the ITSM tool
• 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, and other administrative tasks.

TECHNICAL SKILLS:

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

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

Databases: Oracle 10g, SQL Server 2005,Terra Data

Application Servers: IIS 5.0, Apache, Sun one, WebLogic, WebSphere, Tomcat, Jboss

Operating Systems: Windows 2003, UNIX, IBM AIX, Linux 7.1/9.2,HP- Unix, Sun Solaris

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

CRM: Amdocs CRM and Epiphany CRM Campaign Management.

Other Tools: WebSphere Message Broker Toolkit 6.1, Rational Software Architect, My Eclipse, IntelliJ IDEA, NetBeans, TOAD, MS Visio, DB Visualiser, SQL

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow Developer

Responsibilities:

• Creation of catalog Items with Variables and Variable sets.
• Gathering Requirements from client creating catalogs items.
• Creation of Workflows and Execution plans for the catalog items.
• Creating approvals in workflows and execution plans. Creation of UI pages for a better visual appearance in catalog items.
• Creation of catalog items using variables and workflows.
• Using update sets, UI scripts, Notifications as part of customizing the ServiceNow.
• Using Transform maps to import Data to Configuration Management.
• Maintaining product catalog to import the configuration item records.
• Customizing the forms and Lists of Incident and Problem Management tables.
• Writing Business rules, Client scripts, UI actions and UI Policies as per the client requirement.
• Involved in Incident Reporting and Change reports to track process of repairs and determine the current quality of the application. Written Script to build an application with a systematic approach.
• Importing the Data in different formats (excel, csv, xml) via attachments.
• Writing Data Sources, Transform maps and properly analyzing coleasce to avoid duplicates.
• Making sure that asset table mandatory fields are filled while importing.
• Moving Update sets from one environment to other environment.
• Writing Scheduled jobs and schedule imports depends on the requirements.
• Monitored the workflows on the daily basis, and to act in case of fails.
• Trained the end users to effectively use the reporting application to build and customize their reports.
• Creating the different types Knowledge articles.
• Importing the Knowledge Articles different external sources like excel sheets using data sources and transform maps.
• Need to make sure that Knowledge articles are available from Incident Management as per Meta tags.

Technologies: ServiceNow, JavaScript, Webservices, SOAP, XML, HTML, ITIL, SCRUM

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Played key role in the development and support of Infrastructure Deployment Catalog in the Service Catalog to acknowledge and process all the build requests effectively.
• Creation of catalog Items with Variables and Variable sets.
• Gathering Requirements from client creating catalogs items.
• Creation of Workflows and Execution plans for the catalog items.
• Creating approvals in workflows and execution plans.
• Creation of UI pages for a better visual appearance in catalog items.
• Creation of catalog items using variables and workflows.
• Customizing the forms and Lists of Incident and Problem Management tables.
• Writing Business rules, Client scripts, UI actions and UI Policies as per the client requirement.
• Involved in Incident Reporting and Change reports to track process of repairs and determine the current quality of the application. Written Script to build an application with a systematic approach.
• Using update sets, UI scripts, Notifications as part of customizing the Servicenow.
• Using Transform maps to import Data to Configuration Management.
• Maintaining product catalog to import the configuration item records.
• Importing the Data in different formats (excel, csv, xml) via attachments.
• Writing Data Sources, Transform maps and properly analyzing coleasce to avoid duplicates.
• Making sure that asset table mandatory fields are filled while importing.
• Moving Update sets from one environment to other environment.
• Writing Scheduled jobs and schedule imports depends on the requirements.
• Resolving incidents raised by the users on day to day business process.
• Writing Notifications and changing the users for receiving the mails.
• Writing Business rules, client scripts, UI actions and UI policies based on the requirements.
• Writing Script includes and invoking them in Business rules and Client Scripts
• Gather the user business requirements and develop the reports based on that.
• Understand the functional business logic to implement into the report level to meet the user requirements.
• Provided access permission to users as per the Business requirements using Access control Lists

Technologies: ServiceNow, JavaScript, Webservices, SOAP, XML, HTML, ITIL, SCRUM

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans.
• Created functional and technical specifications documents for various Service Now modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Coordinated the instance upgrade activities.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on CMDB from the scratch.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stakeholders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolved typical Users access and roles issues by checking active directory and users table.
• Pulled reports and scheduling the reports as per the client requirement.
• Created database views to pull the reports on variables, which are being used by catalog items.
• Wrote Catalog client scripts and UI policies to make client side changes.
• Created the UI pages to use them in catalog items, Implemented-using UI scripts.
• Created Knowledge articles to document the steps in creating the catalog items.
• Worked on different kinds of variables and variable sets.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Wrote script includes invoking them in qualifiers or variable scripting.

Technologies: Service Now, Webservices, SOAP, XML, HTML, ITIL, SCRUM

Confidential

ServiceNow Developer

Responsibilities:

• Work across the company IT process based on ITIL v3 framework and ServiceNow system.
• Manage Service Transition and Service Operation process.
• Utilize ServiceNow and Remedy problem management tools to open and track tickets
• Review Change Request (validation, prioritization, CAB meeting agenda and approval)
• Coordinate RFC implementation and review post implementation.
• Create new workflow and process for new Service Catalog Item in ServiceNow.
• Oversee Service Desk activity and reporting on out of SLA incident and Service request with ServiceNow.
• Worked on Asset Management solution. Involved in design and development of Transfer Orders and how asset states change within their lifecycles.
• Implementation & development, architecting, production support, and system upgrades on ITSM and monitoring.
• Worked on the relationships between Change Management, Configuration Management, Incident Management, and Problem Management
• Creation of C level dashboard and reporting.3rd Party application integration with ServiceNow (Sailpoint, McAfee SIEM etc.)
• Engage multiple departments from Business unit and HR to all IS staff to keep CMDB data integrity and quality.
• Provide to all IS Staff on ServiceNow and ITIL process best practice.
• ServiceNow principal Internal System administrator and communicator with 3rd party consultant.
• Developed asset management process for FICO.

Technologies: Service Now, Webservices, SOAP, XML, HTML, ITIL, SCRUM

Confidential, Columbus, OH

ServiceNow Developer/Admin

Responsibilities:

• Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans.
• Created functional and technical specifications documents for various Service Now modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Coordinated the instance upgrade activities.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on CMDB from the scratch.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stakeholders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolved typical Users access and roles issues by checking active directory and users table.
• Pulled reports and scheduling the reports as per the client requirement.
• Created database views to pull the reports on variables, which are being used by catalog items.
• Wrote Catalog client scripts and UI policies to make client side changes.
• Created the UI pages to use them in catalog items, Implemented-using UI scripts.
• Created Knowledge articles to document the steps in creating the catalog items.
• Worked on different kinds of variables and variable sets.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Wrote script includes invoking them in qualifiers or variable scripting.

Technologies: Service Now, Webservices, SOAP, XML, HTML, ITIL, SCRUM

Confidential

Java Developer

Responsibilities:

• Gathered all the project requirements from Business users.
• Used Agile for application development.
• Used Use case for identify and clarify requirement.
• Creating Stored Procedures, Functions using PL/SQL.
• Used JSF for development of web pages.
• Converted HTML to JSP and developed DAO’s, Controller’s, Managers.
• Participated in the development of web-services using JAX-WS, WSDL, SOAP
• Participated in the development of web-services using JAX-WS, WSDL, SOAP.
• Used SOAP in Web Services for data communications.
• Created Functional Specification and Technical Specification documents with the efficient usage of Microsoft Visio for Dataflow diagrams and Rational Rose software for Class diagrams.
• Designed and implemented design patterns like Singleton, Factory, Session Façade, and DAO.
• Used SQL queries to interact with database.
• Used CVS for Source Control and Version Management.
• Used PL/SQL for storing, managing and distributing data.
• Used Hibernate for converting data in Database to business logic.
• AJAX was used to exchange small amounts of data with the server so that the entire web page does not have to be reloaded each time the user requests a change.
• Tested the applications by using the test cases.
• Used Web Sphere application server for deployment.
• Used HTML in the front end of the application.
• Experience in working in UNIX environment using the commands.
• Worked on creating the Requirement documents and managing of the same using Rational Requisite Pro.

Environment: Java 1.5, J2EE (Servlets 2.5, JSP 2.0), Struts 1.4, Spring, Eclipse 3.2, SQL Server 2008, SQL, PL/SQL, Web Sphere 6.1, XML, XSLT, XSD, Hibernate 3.0.