SUMMARY:

• Over 8+ years of experience in Information Technology, including 4 years of expertise in implementing end - to-end Service Catalog, Incident Management, Problem Management, Change Management, Service Level Agreements and monitoring Platform Performance.
• Designed, configured and implemented solutions using Javascript and Ajax leveraging all appropriate components offered by Service-Now to meet specific business needs.
• Gathering requirements and converting BRD’s into technical requirements.
• Created design patterns & implementation plans for ServiceNow enhancements.
• Participated in workshops wif Service Now partner teams to halp companies implement Service Now using best practices in ITSM.
• Manages data wif Tables, the CMDB, Import Sets, and Update Sets.
• Created Custom Classes in CMDB.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow wif internal/ external systems and tools.
• Involved in all software configuration/customization including, Screen/Form design and layout, Workflow administration, Report design, creation and ongoing maintenance, Data import validation, LDAP integration, Custom scripting.
• Performed Developer testing on data validation.
• Design and development of CMDB (Configuration Management) in ServiceNow.
• Over 5 years of experience in software analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications using Java/J2EE technologies.
• Core competency areas include IT Service Management is using ServiceNow Tool.
• Remedy Professional wif strong experience in Information Technology including BMC Remedy Action Request System (ARS) and their related support services. This includes design, development, testing, install, upgrade, implement, document, train and support of Remedy ARS 5.x/6.x/7.x/8.x and ITSM 5.x/6.x/7.x/8.xapplications.
• Expertise in working wif BMC Remedy IT service Management suite 5.x/6.x/7.x/8.x.
• Solid experience in ITSM Suite 7.6.4/7.5/7. x/6.x/5.x,CMDB 2/2.1,SRM 2.2/7.6,AIE 2.x. and SLA in Unix and Windows environments, Migrator 4.x/5.x, Master AR Suite, Remedy Developer Plus.
• Functional noledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly wif customers and clients.
• Leveraging noledge and experience to deliver end-to-end methodologies wifin Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing wif vendors and management, and coordinating effort of administrators.
• Expert in creating views, stored procedures and functions in Sql Server 7/2000/2005.
• Proficient in design, development, coding, implementation and support.
• Experience in tuning the performance of SQL queries and ETL process.
• Proficient in SQL and PL/SQL programming to develop Stored Procedures/Functions, Packages and triggers.
• Ability to handle multiple tasks and work independently as well as a team member.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow, Service Desk 7.6.4/6.x/5.x/4.x,Service Request Management 2.1/2.2/7.6, Change Management 7.6.4/6.x/5.x/4.x, Remedy Asset Management 7.6.4/6.x/5.x/4.x, Service Level Agreement 7.x, Mid-Tier, DSO

Web Technologies: XML, HTML 5, CSS, Java, Java Script, Angular JS

Database Tools: ServiceNow, Oracle 8i/ 9i/ 10g/11g, SQL Server 2000/ 2005, Sybase and MS Access 2002

Platforms: Windows NT/ 2000/ Server 2003/ 2007 XP, UNIX and Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, Crystal Reports 10, Crystal Enterprise XI, Business objects, ERwin, MS Office, MS Visio WINSQL, WINSCP, Business Objects 5.x/ 6.x/ XI/ XIR2, Web Intelligence, Central Management Console, Xcelsius 2008, Crystal Reports, Broadcast Agent

PROFESSIONAL EXPERIENCE:

Confidential, Greensboro, NC

Senior ServiceNow Developer

Responsibilities:

• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Utilized Java Scripting 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.
• Responsible for access control, security, minor enhancements such as form or workflow editing.
• Responsible for gathering requirements and customizing Business Service Catalogs for organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Involved in providing the design solution, technical methodologies and process solution to meet the customer requirements.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management.
• Involved in working wif process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by Java script.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Developed operational requirements documentation and train operational staff to maintain solution
• Configured Service Level Agreements to define certain levels of service from both internal and external providers.
• Responsible for maintaining and growing data held wifin Service Now such as our users, service catalog items.
• Use business analysis skills to directly interface wif customers to design and build applications that meet business goals and objectives.

Environment: ServiceNow, Java Script, UI policies, Problem Management, Change Management.

Confidential, San Diego, CA

SeviceNow Developer

Responsibilities:

• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.
• Utilized Java Scripting to deliver solutions that automate 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.
• Created script based Assignment and Approval rules.
• Created Business Rule, UI Action by using Glide script.
• Creation of Access Control List wif the halp of Scripting.
• Developed requirement integration components (SSO, LDAP, SOAP).
• Converted the Service Catalog into a fully functional website using Content Management module.
• Built Reports, Gauges and Home Pages.
• Created and Configured Workflows.
• Created and used update sets to move customizations between systems.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Using Import Sets for data loading from external file or database to the ServiceNow.
• Worked very closely wif ITSM Process Architect, customer personnel, Business Analysts, IT Architect, IT support teams and other technical teams to ensure that business needs around implementation of ITSM processes and ServiceNoware in a controlled and predictive manner.

Environment: Java Scripting, UI, Glide Script, SOAP, LDAP.

Confidential, Atlanta, GA

ServiceNow/Report Developer

Responsibilities:

• Worked wif process owners and business stakeholders to translate business requirements into functional requirements wifin ServiceNow.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Involved in testing ServiceNow form and reports for correct mapping of the objects and data correctness.
• Prepared documentation for requirements, design, installation and unit testing and system integration of ServiceNow.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Designed, developed, and maintained the report portal which provides user access to scheduled reports and report parameters.
• Provided user, guidance and instructions for information retrieval from Oracle databases.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the ServiceNow and report related issues.
• Involved in basic SOAP message creation and Web service implementation.
• Implemented Social IT and Chat Application for the end user support.

Environment: ServiceNow, Change Management, Incident Management, Java Script, jQuery, Webservices, SOAP, SLA, OLA.

Confidential, Pleasanton CA

ServiceNow Developer

Responsibilities:

• Implemented Incident, Problem, Change management and Service Catalog in Phase-1.
• Designed and delivered technical methodologies around the Service Now platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked wif clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
• Worked on CMDB and Asset management.
• Performed Data migration to import data from other applications and external databases.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along wif 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.
• Worked wif Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined wifin team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.

Environment: CMDB, Problem Management, Incident Management, Change Management, UI, SQL Queries.

Confidential, Dallas, Texas

Remedy Developer

Responsibilities:

• Assisted business units in the development of systems requirements and functional specifications.
• Involved in the business analysis of the applications and finding the common shared data between the applications implemented wif new design to utilize centralized data.
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Extensively involved in creating Remedy Forms, Active Links, Active Link Guides, Filters, Filter Guides and Escalations for work flow.
• Deployed all the developed internal applications on the web using Remedy 6.3 Mid tier.
• Involved in installing and configuring Remedy Approval server and integrated wif our internal CRS application by defining various roles and rules of the approval server.
• Created various Crystal Reports such as monthly reports, SLA Reports etc., on demand as well as Scheduled reports.
• Redesigned all escalations and offloaded them from escalation process to filters and implemented separate windows service application runs automatically every 2 minutes interval to run batch processes.
• Involved in upgrading Remedy system from ARS 5.1.2 to ARS 6.0.1 to ARS 6.3.0.
• Involved in migration of definitions and data using Remedy Migrator 5.x, import and export tools, from development to production system.
• Involved in the development of web interface using Remedy Mid-tier web services and consumed in .Net environment using C# and XML Schemas.
• Also involved for implementing SQL Server DTS packages for processing, transforming and loading data into SQL Server database.
• Developed XSLT files for transformation of XML documents to HTML pages.
• Developed various Charts and Graphs like Bar Chart, Line graphs, Pie Charts etc by using Chart Expert of Crystal Reports.
• Involved in programming wif PL/SQL and JDBC.

Environment: Remedy ARS 6.x, Remedy Migrator 5.x, Remedy Import, C#, C++, Windows 2000/XP, MS SQL Server 2000, JDBC, PL/SQL, XML, XSL, XPATH, CSS, Front Page, JavaScript, SQL Server 2000, Crystal Reports.

Confidential

Remedy Developer

Responsibilities:

• Maintained User accounts, Licenses and involved in development of a Custom Time tracking application.
• Gathered requirements from various business groups/users. Analyzed and evaluated these requirements wifin ITIL framework and industry best practices.
• Actively participated as team member in planning, designing and implementing change management and asset management modules.
• Customized Remedy Change Management using Remedy workflow objects such as forms, active links, active link guides, filters, filter guides and escalations.
• Documentation of Requirement Analysis workshops.
• Developed several Custom applications, Upgraded ARServer, Email Engine from 6.1 to 6.3.
• Involved in performance tuning of AR system which TEMPhas significantly improved the health of AR server performance at the highest level.

Environment: Remedy ARS (7.x and 6.x), ITSM 7.1, Incident Management 7.0.1, Change Management 7.0.1, Problem Management, Asset Management, (6.x), SLA, Remedy Migrator 7.0, Remedy Import, CMDB 2.1, Crystal Reports, TOAD, Windows 2003/XP, Oracle 9i.