SUMMARY

• 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 teh 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 teh 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 teh 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 teh 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 teh 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.

TECHNICAL SKILLS

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

PROFESSIONAL EXPERIENCE

Confidential, Plano, TX

Service Now Developer

Responsibilities:

• 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 teh ServiceNow instance upgrade activities.
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in teh CMDB
• Involved in cloning activities like raising teh request for cloning and excluding some tables to not come under cloning.
• Involved in redesigning teh 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 teh Business Rules, Client Scripts, UI Policies, Access Lists in Service Now.
• Involved in redesigning teh 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 teh reports as per teh client requirement.
• Creating database views to pull teh 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

Responsibilities:

• 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 teh CMDB by importing teh data of IT assets into teh system, centralizing teh information.
• Involved in HI incident posting in Community module
• Configured LDAP Integration with multiple Active Directory
• Creation of Applications, Modules, tables, Columns as per teh 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 teh CMDB by importing teh data of IT assets into teh system, centralizing teh 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 dis using Domain Administration, User Administration, Scripts (Script Include, Client Script).
• Worked on importing teh Configuration Items(CI) from third party applications using import set tables

Confidential, Orange County, CA

ServiceNow Developer

Responsibilities:

• Utilize teh Service Now Service Catalog for users to create Service Requests and Service Items.
• Worked on DISCOVERY and set up mid servers and check for teh 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 teh 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 dat all teh CIs are registered and these records are correct and up to date.
• Creation of Web services import set using SOAP and transform mappings.
• Maintained teh ServiceNow modules and software licensing functionality.
• Creation of custom table to implement teh mapping logic to drive Assignment Group, Impact & Urgency of teh incident.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Developing teh scripts in Transformation mapping to alter teh incoming data from Tivoli and auto set teh key mandatory field on incident form.
• Built, monitored and maintained enterprise systems integrations of Service Now (CRM, Jira, Splunk).
• Involved in creating teh Business Rules, UI Actions, UI Policies.
• Creating teh 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

Confidential

Java Developer

Responsibilities:

• Top quality architecture and development skills using latest technologies including Java
• Excellent noledge 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 dat teh fixes didn't create problems elsewhere.

Confidential

Java Developer

Responsibilities:

• 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 teh 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.