SUMMARY

• Almost 7+ years IT knowledge with over 4+ years of good diversified experience in analysis, design, development, testing, production support, implementation as a Developer and Administration of ServiceNow and ITIL processes.
• Direct hands on experience on various IT Services of Service - Now tool like Service Catalog Requests, Asset Management, and Configuration Management.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale Service Now implementations.
• Proficient in ServiceNow Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Worked for providing Production Support for Servicenow for Service Catalog, Incident, Problem, Release and Change Management modules including Research, Resolution and Communication of fulfilling client requests.
• Involved in Production Support for all the Service-Now related issues.
• Good experience in developing workflows and in customizing the applications in Service Now using Java script, Glide AJAX, HTML and DHTML, Jelly tag.
• Hands on experiefnce in web development using HTML, JavaScript and CSS.
• Experience in application development using various advanced features of Oracle like Bulk Collect, Autonomous Transactions, Dynamic SQL, and Collections.
• Expertise in developing both Logical Modeling and Physical Data Modeling using Erwin.
• Extensively worked on Business Objects Administration. Uploaded the reports and created users.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.

TECHNICAL SKILLS

ITIL: Service-Now, ITSM Suite, HTML, JavaScript, CSS

Languages: C, C++, Java, HTML, XML, JavaScript, SQL, Python

Databases: Oracle 10g, SQL Server 2005

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Application Servers: Apache, Weblogic

Operating Systems: Windows 7, Windows 2008/XP, UNIX, Mac OS

PROFESSIONAL EXPERIENCE

SeviceNow Developer

Confidential, Concord, CA

Responsibilities:

• Designing the Content Management System for Varian system which involved CSS.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management.
• Familiar with Servicenowadmin activities which involves Group, User Administration, Approvers, Support Groups, Sites, Production Categorizations, and Templates
• Deployed enhancement and releases into Production Servicenow environment
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Good knowledge on Single Sign on and event based integrations.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Worked extensively on Configuration & Asset Management, Change Management and Release Management
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• 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
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Analyze problems; create new solutions and new techniques.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Has been part of end user self-service portal management.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.

SeviceNow Developer/Admin

Confidential - Milwaukee, WI

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
• Discussing the business requirements with clients and documenting them into process requests.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked in production support for all the Service-Now and report related issues.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, cHTML5
• Provided 24*7 Production Supports for complex modules.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Integrating Service catalog module with “Net cool” monitoring tool using Web Services and fixing the issues which come up while the tolls are getting interacted.

ServiceNow Developer/ADMIN

Confidential, Irving, TX

Responsibilities:

• Discussing the business requirements with clients and documenting them into process requests.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration &Asset Management, Change Management and Release Management with Knowledge of Content management
• Built forms from scratch along with advanced customizations at the level of UIMacros/UI page as per the complex requirements.
• Involved in providing PRODUCTION SUPPORT for Service Catalog, Incident, Problem, Change, Release,Deployment, Task, Knowledge management modules in Service Now platform.
• Created a lot of clients scripts/UI policies also with a lot of high-level customizations like attaching a custom events and DOM-injection with JQuery and Prototype.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Created many scripts which includesBusiness rules (server side code) and also modified OOB.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Good knowledge on Single Sign on and event based integrations.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Created complex transform scripts in transforming the data into the SNOW database.
• Create generalized framework for repeating problems and incidents.
• Design and Implementation of service requests through service catalogue in service now.

Java web developer

Confidential

Responsibilities:

• Study and analyze the business process flow and existing system.
• Identified the areas of improvement and the scope of enhancements in the system.
• Upgraded this application from application wise storage to Lever-wise storage for better relation and feasibility with client.
• Developed various Servlets and Java Interfaces as part of the integration and process flow required for the system.
• Created a loosely couple component model to give the better flexibility to handle frequent business changes.
• Participated in design discussions and object model development workshop sessions for different lines of business.
• Involved in developing Use Case, Class, and Sequence & Components Diagrams as part of documentation.
• Performed unit testing, and comprehensive scenario testing for the modules I worked on.

Java web developer

Confidential

Responsibilities:

• Interacting with Business users, gathering and analyzing requirements and Involved in understanding the Requirements of the end Users/Business Analysts and Developed Strategies for ETL processes.
• Involved in database designing by creating database objects such as Tables, Views, and Indexes. And provided technical solutions in the form of MDD (Minor Development Document) for the Process Change Requests from Business.
• Using DAO patterns to interface with Database and DTOs for data transfer between the integration tier and business tier.
• Performed client side validation using Struts Validation Framework.
• Developed Struts Action Forms, Action classes and templates and performed action mapping in struts-config.xml.
• Developed DAO classes for the persistent layer.
• Used Struts framework's advanced features like Validator, DynaForm etc.
• Used Java Mail to send mails to the user when it is appropriate.
• Responsible for development of Web Services.
• Packaged and deployed the application on JBoss Application Server.