SUMMARY

• 5+ years of IT experience in application design, software development life cycle (SDLC), agile methodologies maintenance and enhancement of web - based applications.
• Experience in ServiceNow platform implementation, support, development and administration.
• Development and production support experience adhering with SDLC processes like Waterfall, Agile, and Test-Driven Development.
• Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, and Client scripts.
• Extensive knowledge in working with Java/J2EE technologies such as Spring, Hibernate, JPA, EJB, XML, JavaScript, JSP, JDBC, Struts, Servlets, JAX-WS, JAX-RS.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks.
• Experience in developing web applications using Spring MVC Framework.
• Strong understanding of ITIL/ITSM V3 processes.
• Experience in Installation and Configuration of different modules of ServiceNow.
• Implemented REST web services using Spring MVC and Webpshere-DB2 stored procedure.
• Extensive experience developing applications using agile methodologies like Test Driven Development (TDD) and Waterfall model.
• Skilled in web application development using HTML, Java Script, Angular js, CSS, and JSP.
• Experience on CMS for the Service Portal to configure the page layout and content of the Portal from scratch.
• Experience with complex integrations within the ITSM environment such as ServiceNow - Siebel, ServiceNow - Web service integration with third party application, BMC Remedy and Tally.
• Excellent experience in both inboundand outbound webservices (SOAP and REST).
• Experience installing, configuration and administration of CMDB.
• Engage in configurations and assets stored in CMDB tables.
• Experience with Service Portal creation and maintenance and well versed in AngularJS scripting as well as CSS.
• Experience in developing of Service Portal themes, portals and widgets and Design of pages, wireframes, style sheets.
• Experience in manipulating, loading and maintaining data between ServiceNow and other systems.
• Expertise in End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Enhanced the existing LDAP integration and modified business rules.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM.
• Experience in Content Management System (CMS) in ServiceNow.
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience in web development (UI) using Java, JSP, HTML 5, CSS 3, JSON, Angular JS and JQuery.
• Open Source JavaScript Library: JQuery (Core, Selectors, Attributes, Ajax, Utilities, Internals) and Angular JS (Tables, Forms, Input Validation).
• Expertise writing SQL Queries in the scripts to query the database.
• Experience in creating Knowledge articles, mentored and trained business users & Helpdesk users on ServiceNow platform.
• Participated in Workshops with ServiceNow partner teams to help companies implement Servicenow using best practices in ITSM.
• Proven record of providing outstanding customer service, talented relationship developer, self-motivated professional who seeks challenge and opportunity in ServiceNow ITSM platform development, support and management.

TECHNICAL SKILLS

ITIL Technologies: ITSM, ServiceNow, JavaScript, HTML, CSS, CMS, JQuery

Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL, RPGLE, CLLE, COBOL

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

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

Database: Oracle 10g, MySQL, SQL, DB2

Database Tools: SQL Client, SQL Developer

Platform: Windows, Linux

IDE: Eclipse, Net Beans

Tools: and Packages: Ant, Maven, Log4j, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE

Confidential, CA

ServiceNow Developer/Administrator

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state process and tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.
• Creation of technical, functional specification documents as per the requirements
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, ServiceCatalog, CMDB in vice ServiceNow.
• Customizing the forms and form design for the ITIL processes used across the firm.
• Developed business and application processes and workflows as per ITIL/ITSM framework.
• Worked closely with software developers and DevOps to debug software and system problems.
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Implemented CMDB Bi-directional Web Serviceintegration. It involves consuming Restful web service, publishing SOAP web Service, using Business Rules, Script Includes, UI Actions and other ServiceNow scripting modules to support data synchronization and business logic.
• Modeling the Database by using Hibernate in DAO's.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Installed SQL Server 2014, 2012 and configured Always On using Powershell.
• Implemented various modules of ServiceNow like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery tool.
• Command on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Has been part of End User Self-Service Portal management.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Implemented Web services based on requirement to receive incident and problem tickets from external systems.
• Designed and implemented fully automated server build management, monitoring and deployment using Puppet.
• Enhanced the existing LDAP integration and modified business rules.
• Enhanced business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions, UI Policies, UI Actions.
• Created Update Sets to migrate customizations from one instance to another instance.
• Created Email Templates and Email Notifications.
• Have worked on all the activities of MySQL DBA as well.
• Involved in creating Technical Design Documentation for Migration from existing technologies to ServiceNow.
• Reviewed test scripts for the new functionality by working with offshore team, reviewed test results and performed User Acceptance Testing (UAT).
• Accountable for producing Technical Design Documents that includes application architecture details.
• Documented all implementations and best practices defined within team.
• Created various SLA’s as per client requirement with the Incident Management applications.

Environment: ServiceNow Eureka/Fuji, Windows10, Oracle 11g, SQL*Plus, JavaScript, UNIX, Java Script, JSON, jQuery, Web services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM.

Confidential, NJ

ServiceNow Developer/Administrator

Responsibilities:

• Provided analysis, design and development of ServiceNow ticketing and incident management systems to support the company’s technical operations.
• Contributed in ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third-party software integrations.
• Implemented end-to-end Service Catalog, Incident Management, Configuration Management (CMDB) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.
• Worked with Continuous Implementation of Service Desk (Incident & Problem Management), Service Request Management, Change and Asset Management (ITAM) and CMDB tools to better align with ITIL.
• Working experience on ESS/MSS overview pages (Hiding Links, Tabs) personalization using ABAP Workbench.
• Worked on the Employee Self-Service Portal where the external agencies can order the catalog items.
• Deployed ServiceNow MID servers and developed PowerShell scripts to build ServiceNow Orchestration activities.
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code.
• Design and implement business solutions on the ServiceNow ITSM platform.
• Creating, monitoring, modifying and publishing service catalog workflows with approvals.
• Implemented REST API web service as a third-party application for Integration.
• Managed exchange server’s environment spanning two Datacenter.
• Configured ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.
• Data loading using REST API's into the staging tables leveraging on transform maps and scripts.
• Generated Configuration Management Database that incorporates service assets and configuration items (CI) and CI relationship data to support all the core process.
• Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB.
• Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
• Worked on the ESS/MSS roles maintenance and support activities.
• Created Update sets to move customizations between different systems.
• Worked as one of the member for QA team to improve the testing performance of the project.
• Involved in deployment, and provide QA Test activities dependencies and test timelines.
• Part of Deployment and provided QA test activities dependencies and test timelines.
• Responsible for preparing design level, program level and user level documentation.
• Created full documentation for ServiceNow applications.
• Responsible for closing the open Incident, Problem and Enhancement request. Communicating with the customer the status of the request to ensure the timely customer satisfying result.

Environment: ServiceNow, Java Script, JSON, jQuery, Jira, Remedy, Web Services, SOAP, SQL, XML, HTML, DHTML, CSS, XML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM, Angular JS, CMS, Windows 7, Oracle 10g.

Confidential

ServiceNow Developer/Administrator

Responsibilities:

• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Contributed ServiceNow Customizations as per client's requirement.
• Collaborated with business users to develop and update Business Requirements document (BRD) and Functional Requirements document.
• Self-Involved with Configuration, Web Services, Catalog Client Scripting, SOAP, Developing complex workflows.
• Developed workflows and customized the applications in ServiceNow using Java script, Jelly, AJAX, CSS and HTML.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, creating a service ticket, Schedule a call from the service desk and schedule a time for solving the issues.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Change management experience using Update Sets, Import Sets in ServiceNow.
• Experience with Access Control Lists (ACLs) and SLAs for various ITIL processes as per the requirements.
• Extensively used Hibernate in developing data access layer.
• Used JDBC to communicate with Oracle 10g database.
• Developed custom CRM Web Application Systems by using C#, SQL Server for supporting end user’s operations of small and medium businesses.
• Developed SQL queries, views and stored procedures using PL/SQL.
• Developed a unit-testing framework by customizing spring's JUnit extension for testing the application.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Formalized on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.
• Maintained the integrity of the ServiceNow tool across production and non-production environments. Involved in production support for all the ServiceNow related issues.
• Influenced with business analyst to create and modify Service Catalogs and Request Workflow Designs and implemented new functionalities.
• Deployment of the web service converted java interfaces daily to a Web Sphere testing environment for subsequent development of the front end.
• Identify issues with the requirements. Suggest and direct the stakeholders to potential resolutions of such issues.

Environment: ITIL, Scrums, MID servers, JavaScript, HTML, CSS, Business Rules, Service Catalogs, Integrations, Oracle 10g, PL/SQL, Workflows, Transformation maps and Access Controls Lists.

Confidential

Java Developer

Responsibilities:

• Client engagement developer and implementation engineer for code install to production.
• Responsible for understanding the functional requirements, writing the technical design and developing the requirements
• Implemented Agile (Scrum) Methodology that includes daily scrum meetings with team.
• Developed and maintained web applications utilizing open source technologies like Hibernate ORM, Spring Frameworks.
• Reviewed codes in Shell Script, Pearl, Python, AWK, C, C++, PL/SQL & T-SQL; created subprograms, procedures and functions, DB triggers, cursors and optimization techniques for T-SQL.
• Created records, tables, collections (nested tables and arrays) for improving Query performance by reducing context switching.
• Involved in writing optimization techniques for more accuracy of Macros in C/C++, C and C++ routines and Oracle SQL, PL/SQL.
• Designed applications mainly using Spring MVC module. Completely written spring.xml.
• Created indexes on the tables for faster retrieval of the data to enhance databaseperformance.
• Managed Object Persistence, Data retrieval using JPA, JDBC and hibernate with ORACLE as backend.
• Worked in Distributed System applications.
• Analyzing, designing and implementing change requests for the C/C++.
• Implemented Restful webservice (Comumed as well as produced).
• Implemented Multi-Threading.
• Used ETL tools for data extraction like Sybase - Data Integrated Suite ETL.
• Used JNDI to lookup for the data sources required.
• Added functionality that ingested data from a Restful web service.
• Involved in development of controller component using Servlets and view component using JSP, XHTML, CSS, HTML and JavaScript for the client-side validation.
• Developed modules in Java and reused them in different parts of the code.
• Extensive use of JavaScript and JavaScript libraries like JQuery and Angular js.
• Used JUnit for Unit testing and Involved in performing Integration testing of the whole application.
• Used issue tracking tool JIRA to keep track of the work assigned and updated the status.
• Used Remedy for change ticket handling.

Environment: Java, JavaScript, Spring, JSP, HTML, XHTML, XML, WSDL, Restful Webservices, JPA, JDBC, Eclipse, JBoss server, JUnit, IBM MQ, SQL Developer.