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Service Now Developer Resume

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Plano, TX


  • Have about 7+ years of experience in IT industry with experience in various IT implementation frameworks.
  • Over 4+ years of experience in ITSM frameworks ServiceNow Development and Administration.
  • Over 3+ years of web application development using Java, JSP, Spring, Hibernate and Web Services.
  • Experienced in the System Development Life Cycle (SDLC) processes including customer requirement analysis and system design.
  • Proven experience in working in various ServiceNow modules, CMDB, SDLC, ITIL tools, integrations within complex ITSM environment.
  • Experience in the fields of Client Scripting using different scripting languages like HTML, JavaScript, and Basic Java & CSS.
  • Expertise in working with Relational Databases MySQL and Oracle, PL/SQL
  • Extensively involved in all the phases of SDLC (Software Development Life Cycle) and STLC (Software Test Life Cycle).
  • Experienced on Business Rule, Client Scripts, ACL's, UI Policy, Script Include, Transform Map, UI Actions, and Schedule Jobs.
  • Experience in Installation and Configuration of different modules of Service - Now.
  • Extensive experience on technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
  • Strong experience in Development and Administration in ServiceNow platform.
  • Expertise in Design and development of CMDB (Configuration Management) in ServiceNow.
  • Expertise in Design and configure ITSM (incident, change, problem) in ServiceNow.
  • Expertise in Remedy ARS development and administration
  • Expertise in issue debugging, root causes analysis for ServiceNow application.
  • Expertise in planning and implementing the releases.
  • Hands on experience in dealing with deployments using update sets.
  • Excellent programming skills in Service-Now development using Glide Scripting, Java scripting, HTML, XML, JSON, Web Services, SOAP, REST, Content management.
  • Expertise in building custom applications within the service-now platform.
  • Experience in Object Oriented Design and Analysis.
  • Hands on experience in integrating Service-Now with 3rd party applications using Direct web services or Scripted web services.
  • Experienced in production deployments and implementation of go lives.


ITSM Tools: Service-Now, BMC Remedy, HP Service Desk, ITSM Suite

Programming Languages: Java, J2EE, JavaScript, SQL, PL SQL

Java and J2EE frameworks: Java, Java Collections, JSP, Servlets, Struts, Spring, Hibernate, DAO, DTO, JNDI, JMS, RMI, JSP, JTA, JMX, EJB

Scripting Libraries: JQuery, JavaScript, Shell scripting, Apache Jelly, Angular

Databases: Oracle 11g/10g/9i/8i, MYSQL, SQL Server 2012

Web Technologies: HTML, XML, JSP, JSF, Struts, CSS, Ajax, HTTP, MVC

Application Servers: JBOSS, Tomcat, Web logic


Confidential, Plano, TX

Service Now Developer


  • Involved in requirement gathering, analysis, and designing phases.
  • Creating UI Pages through Content Management.
  • Developed Client Script, Business Rules, Script Includes, UI Policies and UI Actions
  • Creating and maintaining Access Control Rules and maintaining system security.
  • Involved in the ServiceNow instance upgrade activities.
  • Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB
  • Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
  • Involved in redesigning the workflows using ServiceNow workflow editor
  • Involved in Implementation, Customization and Maintenance of ITIL Applications such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
  • Involved in configuring the Business Rules, Client Scripts, UI Policies, Access Lists in Service Now.
  • Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.
  • Troubleshooting HPOV and SCOM agent related issues.
  • Resolving typical Users access and roles issues by checking active directory and users table.
  • Configured multiple forms for Asset module using Configuration Management Database.
  • Writing Catalog client scripts and UI policies to make client side changes.
  • Pulling reports and scheduling the reports as per the client requirement.
  • Creating database views to pull the reports on variables which are being used by catalog items.
  • Created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow.
  • OOB Web service integration for Incident creation and updating.
  • Worked on integrating ServiceNow with external SOAP and REST based web services
  • Creating documents and performing various import activities in client environment
  • Configure rules for auto incident creation via Remedy SPI as per various client team requirements

Confidential, Austin, TX

Service Now Admin & Consultant


  • Handle Developments, Enhancements for Incident, Change, Problem, Service Catalog Applications
  • Generate SLA reports based on performance/availability of various monitored applications.
  • Responsible in building SLA and generating Reports in ServiceNow.
  • Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
  • Involved in HI incident posting in Community module
  • Configured LDAP Integration with multiple Active Directory
  • Creation of Applications, Modules, tables, Columns as per the requirement specification in ServiceNow.
  • Configured Event Co-relation for creating tickets from incoming alerts from multiple sources like Storage Devices, Database Servers, Monitoring Tools etc.
  • Managing, handling daily requests and maintain Service Now platform and Ensure high system performance.
  • Worked with reporting and configuring service level agreements (SLAs).
  • Involved in developing various forms using SQL development Skill.
  • Monitoring and troubleshooting window based Connect IT Interfaces.
  • Involved in Incident Management practices, techniques, and tools.
  • Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
  • Created custom Classes with complicated form designing in Configuration Management coupled with Importing CI Relationship Data and CMDB Data.
  • Mentoring upcoming resources with complete Service Now ITSM framework.
  • Customization included creation of page, screen, tab, Fields, Buttons.
  • Imported Configuration Items(CI) from third party applications using import set tables
  • Involved in Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge
  • Developed and successfully implemented this using Domain Administration, User Administration, Scripts (Script Include, Client Script).
  • Worked on importing the Configuration Items(CI) from third party applications using import set tables

Confidential, Orange County, CA

ServiceNow Developer


  • Utilize the Service Now Service Catalog for users to create Service Requests and Service Items.
  • Worked on DISCOVERY and set up mid servers and check for the connectivity
  • Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Jelly, CSS, HTML5
  • Create Unit Test Plan, review test case document from QA (quality assurance) and create user guide.
  • Supported and created an Access Control rule (ACL).
  • Created data sources and loaded the Service-Now tables with different data formats.
  • Experience in working with Project Management application with majorly on Project workbench and Agile framework
  • Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
  • Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
  • Creation of Web services import set using SOAP and transform mappings.
  • Maintained the ServiceNow modules and software licensing functionality.
  • Creation of custom table to implement the mapping logic to drive Assignment Group, Impact & Urgency of the incident.
  • Involved in LDAP integration with ServiceNow for obtaining users and groups.
  • Developing the scripts in Transformation mapping to alter the incoming data from Tivoli and auto set the key mandatory field on incident form.
  • Built, monitored and maintained enterprise systems integrations of Service Now (CRM, Jira, Splunk).
  • Involved in creating the Business Rules, UI Actions, UI Policies.
  • Creating the UI pages to use them in catalog items, Implemented using UI scripts.
  • Configure and add new business critical application in BAC/BSM
  • Development of different workflows based on different items on Hardware & Software categories.
  • Involved in reconciliation of complicated workflows to simpler form.
  • Created Transform maps as part of Integration Projects and Transform Scripts


Java Developer


  • Top quality architecture and development skills using latest technologies including Java
  • Excellent knowledge of XML, XSL, XML parsers, SOAP
  • Converted abstract specifications into executable code.
  • Worked on a wide range of websites and web applications.
  • Wrote JSPs, Servlets and deployed them on Tomcat application server.
  • Involved in writing PL/SQL Stored procedures, views for backend database access.
  • Used JavaScript and HTML for UI, servlets as front controllers.
  • Used various Java, J2EE design patterns like Factory, Singleton, Data Access Object (DAO), and Data Transfer Object (TO).
  • Experience in writing and developing automation and manual Test Strategies, Test Plans, Test Scenarios and defining test cases for a given set of requirements
  • Developed XML files, DTDs, Schema's and parsing XML by using both SAX and DOM parser.
  • Used SOAP request response exchange pattern to exchange business XMLs.
  • Consumed SOAP based web-services using Apache Axis framework.
  • Wrote SQL stored procedures and used JDBC to connect to database.
  • Well versed in using checkpoints/user defined checkpoints
  • Functional decomposition was achieved using Actions and Function library
  • Error handling in qtp using Recovery Scenario
  • Functional testing on each and every component of an application.
  • Regression testing after fixing bugs and verified that the fixes didn't create problems elsewhere.


Java Developer


  • Developed UI with Servlets, HTML, JSP, HTTP.
  • Used JavaScript for form validations and field level validations.
  • Experience in creating automation scripts in a modular decomposition model using QTP
  • Experience in developing reusable functions, reusable actions, and recovery scenarios using QTP
  • Implemented the presentation layer with HTML, XHTML, JavaScript, and CSS.
  • Developed web components using JSP, Servlets, and JDBC.
  • Involved in fixing defects and unit testing with test cases using JUnit.
  • Developed user and technical documentation.
  • Expertise in Object Oriented Design using UML-Rational Rose.
  • Involved in Server side and Client side programming.
  • Developed data layer using JDBC
  • Created a user interface with HTML and JSP.
  • Involved in developing various servlets.
  • Database design, writing stored procedures and triggers, Writing session and entity beans, JMS client and message driven beans to receive & process JMS messages, JSPs & Servlets using MVC architecture.
  • Used JavaScript for form validations and field level validations.
  • Involved in coding Java, JDBC and Servlets interact with client and database.
  • Involved in writing procedures, complex queries using PL/SQL to extract data from database and to
  • Excellent analytical and debugging skills, issue finding, solving and learning skills.

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