SUMMARY:

• Overall, 5 Years of IT experience in Software Design, Development, Analysis, Testing and Implementation of business applications for Broadcast Service, Financial and Automobile Industries, Retail.
• 3 yearsof experience as Developer and Administrator.
• Excellent experience in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (ServiceNow).
• Did Customization and Configuration of Dashboards
• End to End Development and Customization of Incident/Problem and Change management applications per ITIL processes and policies.
• Strong experience in customizing the form design and form layout for various on the ITIL Process. Configuration like Incident, Problem, Change Management in ServiceNow.
• Experience in working with UI Actions, UI Policies in ServiceNow.
• Change management experience using Update Sets, Import Sets in ServiceNow
• Assisted in configuring product such as servers and workstations.
• As a ServiceNow Technology Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive noledge on Portal Development
• Managed and lead end to end implementation of ServiceNow ITOM modules.
• Created design patterns & implementation plans for ServiceNow enhancements and service Catalog Enhancement.
• Successfully configured AR System components email engine, approval server and assignment engine.
• Involved in Installation, patching, maintaining and supporting the Remedy AR Systems Application
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developed Java scripts and configured workflows to implement additional features, customizations and enable the process flow.
• Good noledge of Asset Management Services: Business Services and Configuration item relationships
• Experience of handling Bug Fixes and Enhancement requests.
• Functional noledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Efficient team member with excellent work/time management skills, excellent leadership, communication and interpersonal skills and ability to work under strict deadlines.

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow Developer

Responsibilities:

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Develop and manage application code, user interface, and third-party integration components
• Develop necessary development documentation as needed e.g. technical design, developer notes, etc.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles.
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Performs migration activities Dev to QA, QA to Prod
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements, or error correction.
• Develops and improves user systems procedures and prepares systems documentation.
• Establishes and maintains TEMPeffective communications with customers, other technology specialists, and vendors about services.
• Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies Interactions, Application Security, Events Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and auto import of data into service now.
• Defining Service Level Agreements SLAs, notifications, and reports.
• Maintains existing applications. Creates code that meets system standards.

Confidential, |Minneapolis, MN

ServiceNow Developer

Responsibilities:

• Communicates with other technical leads, IT groups, and clients so they understand the project's technical implications, dependencies, and potential conflicts. Evaluates the impacts of change requests on own/shared technologies and TEMPeffectively persuades and influences others on ideas
• Experience in working on the ITIL Process Configuration like Incident, Problem, Change Management, Knowledge Management and Reporting in ServiceNow
• Hands on experience in creating the custom Applications, Modules in ServiceNow.
• Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts in ServiceNow.
• Gathered requirement from users for attributes needed to develop Service Catalog items
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports
• Designed Workflows, along with standard Workflow templates which can be reused
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.

Confidential

ServiceNow Developer

Responsibilities:

• Involved in gathering the requirements from the Business stakeholders and creation of technical Task
• Documents to develop workflow, implement the workflows in Service Applications and administer the tools.
• Experienced the development and customization of Service Catalog Items and Workflows. Indulged in update set tracking and export/import. Workflow management - Created Workflows, Sub flows and Tables.
• Gathered requirements from users for attributes needed to develop Service Catalog items
• Strong technical noledge of ITSM Products Incident Management, Change Management, Problem Management, CMDB.
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.
• Managed inbound and outbound notifications.
• Successful oversight of several ServiceNow implementations including upgrades to Kingston and London
• Followed agile methodology for development of the project
• Involved in Unit testing for all the use cases and Functional requirements put forward for the project in Kingston.
• Set up Configuration Management, defining the CI classes and their relationships.
• Managed Email notifications through Tables and Workflows.
• Created Service Catalog (Request Item, Order guide and record producer) based on client requirements.
• Also, Workflow has been created to support the Approval workflow and task assignment.
• Implemented End-End Service Catalog items for the existing business processes.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created Business rules supporting various email, notifications and tables.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Created and managed SLA definitions for different Service Groups.
• Imported CMDB data using transform maps
• Creating Client-side scripts (Client Scripts) and Server-Side Scripts (Business Rules) to dynamically populate values based on other Attributes.
• Developed solutions using JavaScript, XML, Web Services with external and internal systems
• Creating and maintaining Catalog Items in Service Catalog
• Standardization and customizations of server forms

Confidential

SoftwareDeveloper

Responsibilities:

• Involved in different software lifecycle stages like Design, Development, Testing and Implementation.
• Used Struts 2 MVC architecture, with JSPs in front-end, and integrated it with Spring and Hibernate layers.
• Researched JMS solutions as an option to provide high availability messaging backend for the system.
• Good understanding of messaging APIs, publish/subscribe model, queue management, etc
• Implemented aJavaclient to create JMS message queues & publish/consume JMS messages.
• Used Spring DAO module for database connectivity.
• Used Hibernate, object/relational-mapping (ORM) solution, technique of mapping data representation from MVC model to Oracle Relational data model with a SQL-based schema.
• Involved in coding, debugging, unit testing of the various modules of the system.
• Designed and developed a regression test suite to automate testing using JUNIT Test cases.
• Project was executed in an agile manner with daily scrums and 3-week sprints.

Environment: JDK 1.6, Spring 3.0, Struts 2.1, Hibernate 3.0, Putty, SVN, Linux, Maven, Oracle WebLogic Server 10.3.2, Oracle 10g, Eclipse.