SUMMARY

• Experience working on SaaS platforms like ServiceNow with focus on implementing ITIL processes.
• Good understanding of IT Help Desk and service management along with good understanding of the ITIL (Microsoft Operations) framework
• Involved in Migration process from Calgary to Dublin and Calgary to Eureka
• Excellent expertise in developing and maintaining service catalog items.
• Excellent JavaScript Development skills and created tons of business rules, script includes, UI Actions, Client Scripts
• Worked on Developing UI Macros and Pages using Jelly
• Trained in Domain Separation by Service Now onsite
• Worked on Various Web Services Integrations using SOAP and REST
• Excellent hand - on experience in Client and Server side Scripting
• Hands on Experience in Developing Custom Applications
• Trained in ServiceNow Orchestration and performed Run book automation activities via REST
• Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions
• Strong understanding of cloud technologies, web applications, networks, protocols and email (SMTP, POP3)
• Ability to multi-task and manage multiple projects in cross-functional environment
• Experience working in a mature organization and understands how to operate policies and procedures
• Sound knowledge of understanding of object oriented design and programming
• Extensive experience working in an Agile development environment
• Extensive knowledge of Front End Technologies: JSP, HTML, JSTL, DHTML, JavaScript and CSS, XML, XSL, XSLT.
• Expertise with J2EE complaint application servers like IBM Web Sphere 5.x,6.x, IBM RAD 7.0, Tomcat 6.x,, Eclipse 3.3, My Eclipse7.2
• Extensive experience in working with JavaScript Frameworks like JQuery.
• Well versed with complete SDLC phases of the projects of various sizes and complexities.
• Excellent communication skills, strong architectural skills, hardworking and a very good team worker with interpersonal communication and analytical skills.
• Performed Orchestration activities in one of my part time projects and involved Orchestrating Chef and Active Directory Activities.
• Attended Knowledge 14 and 15 and attended various customer presentation sessions and labs which helped in enhancing my knowledge further

TECHNICAL SKILLS

Applications: ServiceNow ITSM suite

Web Technologies: Servlets, JSP, Java Script, HTML/DHTML, CSS, PHP, Web Services, XML, XSL, JQuery

Enterprise Technologies: EJB, RMI, J2EE, Java Beans, JNDI, JDBC

Application Servers: Web sphere 5.1/6.1/7.0, Web Logic7.x, JBOSS4.0, PHP ADMIN

IDE: WSAD, RAD, RSA, Eclipse 3.3, MyEclipse6.0

Version Control: Clear Case, PVCS 8.0, Subversion

Programming Languages: Java, SQL, PL/SQL, C, C++, PHP

Databases: DB2 UDB, Microsoft SQL Server 2000, Oracle 9i/10g, Sybase, MYSQL

PROFESSIONAL EXPERIENCE

Confidential, Richardson, TX

Service Now Lead

Responsibilities:

• Worked in Agile development environment
• Developed Vblock Configuration Management Application (Custom Application )
• Defined the Data model for accommodating the VBLOCK Family
• Designed the Point in time application for capturing the Milestones
• Worked on Incident, Problem, Change Customizations
• Worked in JIRA Integration with Incident module
• Worked on REST Integration to facilitate communication from Vision to VCMA Application
• Mid-Server Configuration and Installation to facilitate the REST calls on private network
• Handled domain separation issues which are pre-existing due to poor implementation
• Created new domains, domain users and domain process
• Mentoring junior developers in the team
• Developed Complex Scripts for the Custom Application and Integrations
• Created Custom Application to handle status tracking for database team
• Created Several Catalog Item for different teams
• Mentoring offshore developers and getting them aligned with the process
• Resurrecting the existing ITSM process
• Handled Administration Activities using HI Portal
• Responsible for Cloning Schedule and Release activities
• Working closely with the testing team to Analyze the User Stories and helping them in authoring the test cases
• Handling the post release issues and conducting retrospective sessions

Confidential

ServiceNow Consultant

Responsibilities:

• Analyzing the existing request items on ITNOW Portal and migrating them to ServiceNow
• Participating in meeting with SME’s and Project Managers to analyze the requirementsAnd developing the workflow design of request items using Agile Methodologies.
• Have participated in daily scrum meeting and developer meetings.
• Involved in migration activities from Calgary to Dublin
• Developer meetings are scheduled to keep track of development work of each developer so that they will not have an overlap while work with update sets.
• Involved in Implementation of Multiple SSO in ServiceNow Instance
• Implementing End-End Service Catalog items for the existing business processes
• Handling Production support tickets and assigning them to appropriate teams
• Configuring Email, inbound and outbound email actions and developing mail scripts on need basis.
• Scheduling cloning and migration of data from instances with ServiceNow
• Designing dynamic workflows and developing catalog forms
• Developing Client Scripts, Business Rules, Script Includes for the processes
• Configuring Inbound and Outbound email services
• Worked in Incident, Change and Problem enhancements
• Implementing and Integrating web services with the existing systems
• Unit Testing the developed catalog items
• Developing HTML pages with JavaScript and Jelly based on the business requirements
• Co-coordinating with the UAT team for any improvements
• Administration of Users and Groups on need basis

Confidential, Santa Clara, CA

Java and ServiceNow Consultant

Roles and Responsibilities:

• Joined the team as Java web developer and migrated to ServiceNow team because of my expertise in web development
• Participated in ServiceNow Quick start Implementation process and worked with ServiceNow in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions
• Involved in LDAP Active Directory Integration
• Users are populated into the system using LDAP integration and worked closely with ServiceNow team and Infrastructure team to facilitate this integration.
• Developed lot of client scripts, UI Policies, Script Includes, Business Rules across the application as per the requirement
• Implemented CMDB for the mission critical applications
• Worked on enhancement of change workflows
• Created record producer application for some teams as a special requirement
• Administered HI ServiceNow account for scheduling cloning and applying patches for the ServiceNow instances.
• Migration of development changes is being done using update sets.
• Responsible for regular administration of the instances and making sure that everything is in sync between all the instances.