SUMMARY

• IT professional with total experience of 6 years of relevant experience in the field of ITSM and JAVA/J2EE.
• Having over 5+ years of experience as Service - Now suite administrator and developer.
• Proficient on handling and solving the high priority tickets.
• Experience in creating Applications, Modules, Tables and Columns are per client requirements in ServiceNow.
• Designed email templates using HTML and jelly scripting to be used in notifications.
• Experience in performance tuning of Remedy and Service-Now setups.
• Working knowledge to create, monitor, modify and publish service catalog workflows with approvals.
• Good knowledge on Single Sign On, LDAP, Mid Server and event based integrations.
• Experience in setting up the SLAs as per the requirements.
• Experience in using DISCOVERY to load the configuration data into CMDB.
• Experience in LDAP integrations. Proficient understanding of Integrations with SOAP, JDBC an ODBC protocols.
• Experience working on Calgary, Dublin, Helsinki and Fugi versions of ServiceNow.
• Experience in implementation of ITSM frameworks and GLIDE DEVELOPMENT PLATFORM.
• Experience in using ServiceNow import sets to load data.
• Experience using Web Technologies such as HTML, JAVASCRIPT, XML and Web Services.
• Experience in using Shell scripting tools like DSM and ITSM for Deployment Automation and Software Delivery.
• Good knowledge in understanding ITIL process as well as multiple technologies and frameworks.
• Hands on application development using Java/J2EE, Struts, JSP and Spring.
• Experience in generating reports and creating workflows according to the requirements in ServiceNow.
• Experience in configuration of MID Servers using PowerShell.
• Have significant experience in startups as well as corporate environments.

TECHNICAL SKILLS

ITSM Tools: Service-Now, CMDB, ITSM Suite, Discovery

Languages: JavaScript, HTML, Java, J2EE, VB, Python, Django

Databases: Ms Sql Server, Ms Access, Oracle 10g

Operating Systems: Windows, Unix, Linux

Application Servers: Apache, Tomcat, IIS 5.0

PROFESSIONAL EXPERIENCE

Confidential, Mounds View, MN

ServiceNow Developer

Responsibilities:

• Active Directory integration using LDAP for authentication. Loaded users, roles and groups in ServiceNow.
• Configured SSO Integration and login process customization for ServiceNow using SAML 2.0.
• Designed and deployed new functionality by using UI Policies, Business Rules, Access Lists etc.
• Created reports, workflows and forms for Incident, Problem and Change with CMDB.
• Involved in Configuration of UI policies, UI actions, Client and Server side scripting.
• Involved in upgradation of instances from Fugi to Helsinki and debugged the functional errors with different product teams.
• Worked on Business Rules by using server side scripting.
• Made client side changes using Catalog client scripts and UI policies.
• Used import set tables to import many CI’s.
• Involved in creating new Service Catalog requests and items with variables.
• Created email templates, notification scripts using HTML and jelly to notify the users about specific activities in the system.
• Worked on Asset Management modules and involved in creating Asset Model Categories
• Worked on troubleshooting DISCOVERY and MID SERVERS to check the connectivity issues.
• Performed quality assurance and user acceptance testing.
• Involved in integrations with third party applications and web services.
• Developed Service Catalog items, variables and workflows.
• Worked on ServiceNow integration with Siebel, Incident module and integrated Service Catalog.
• Involved in creating relationship for CMDB configuration items.
• Created SLA’s and report scheduling as per the client requirements.
• Loaded ServiceNow tables by creating data sources using different data formats.
• Involved in the integration of Fire eye tool with ServiceNow by using inbound scripting actions.
• Involved in customizing the SDLC module for managing the projects related to Software Development.

Environment: ServiceNow, Change Management, AJAX, HTML, CSS, JavaScript, XHTML

Confidential, Bloomfield, CT

ServiceNow Developer

Responsibilities:

• Upgraded and Configured the ServiceNow instances from Fuji to Geneva and Geneva to Helsinki.
• Involved in creation of different Service Requests workflows for Incident, Problem and Change Management.
• Worked using UI Actions, UI Policies, Business Rules and Client Scripts for customizing Incident, Problem and Change Management.
• Configured SMS and Email Notifications related to incident management and change management modules according to the event and data changes.
• Provided production support to the user community.
• Customized Content Management using Java Scripts for the incidents that are assigned to only restrict users.
• Configured and customized CMDB from scratch. Imported data into the appropriate classes.
• Configured catalog items using CSS, HTML5 and JavaScript for Front-end wed and GUI components.
• Used CMDB for configuring multiple forms for the Asset Module.
• Used SAML 2.0 to implement Single Sign On(SSO).
• Designed and implemented various SLA’s, ACL’s, UI policies and Catalog Client Scripts as per the requirements.
• Used JSON Web Services to implement Web Service Interface between ServiceNow and Salesforce platform.
• Used Web Services to integrate Service Catalog module with “Sailpoint” and fixed the raised issues.
• Involved in configuring the Discovery module to load Relationships and Configuration Items into ServiceNow.

Environment: ServiceNow, HTML5, JavaScript, Mac osX.

Confidential

Sr. Analyst (ServiceNow Admin/Developer)

Responsibilities:

• Worked as Analyst in Cloud optimization team to facilitate the smooth transition of On-prem servers to Microsoft Azure.
• Was part of the Configuration management team, when Microsoft IT transitioned over to Service Now from IT service management.
• Created technical and functional specifications documents for different ServiceNow Modules.
• Involved in Administration and Production support and maintenance of lower life cycle instances.
• Configured Notifications, User Accounts, Groups and Roles.
• Created knowledge articles for documenting the steps involved in creating the catalog items.
• Integrated ServiceNow catalog module using Web Services and fixed the issues while the tools are interacting.
• Worked on CMDB for mission critical applications.
• Was responsible for the regular administration of instances and to make sure that everything is synced across all the instances.
• Involved in LDAP Active Directory Integration.
• Created adhoc reports in ServiceNow.
• Facilitated the integration between ServiceNow team and Infrastructure team when user list is populated into the system using LDAP integration.
• Used import sets to load the data into ServiceNow.
• Created Service Catalog items workflows in ServiceNow.

Environment: ServiceNow, HTML, JavaScript, CMDB, Problem Management, Incident Management and Asset Management.

Confidential

Web Application Engineer

Responsibilities:

• Worked on a Django based website called ‘VMAlloc’’ that allocates VMs to various users. Introduced RAM quota that quantifies and limits the total amount of RAM used by a specific user or a group.
• Used JavaScript ‘High Charts’ to display the RAM usage to user.
• Modernized the website using HTML, CSS, and Bootstrap and embedded important features onto the website using JavaScript, which reduced huge manual work for the users.
• Designed and implemented a command-line interface called ‘vmacli’, which acts as a wrapper around the RESTful API.
• Used python’s argparse library to implement the CLI.
• ‘vmacli’ successfully replaced VMAlloc’s UI to become the primary preference to users to use the system.
• Tested the RESTful API of VMAlloc, to debug and resolve the bugs in the system. This made the system more reliable.
• Worked on Point of Sale (POS) devices using Java to expand the solution of maintaining a record of the current inventory level in a ‘Supermarket System’.
• Got familiarized with the various aspects of Agile Methodologies such as Scrum and to estimate various tasks.
• Involved in gathering requirements, defining scope and design.
• Used JavaScript for client side Validation.
• Deployed JSP pages and servlets using Apache Tomcat server.
• Developed Webservices using SOAP for getting and sending data from external interfaces.
• Used Rational Rose in developing Use cases, class diagrams and sequence diagrams.
• Used Multi-threading and Exception handling for the optimum performance of the application.
• Involved in creation, execution and documentation of the tests that are required for an application to meet its performance requirements.

Environment: Django, Python, GIT, Apache Tomcat, JDBC, JavaScript, Servlets, Oracle 10g, PL/SQL