SUMMARY:

. Around 8 years of experience in Information Technology, including 4+ years of expertise in implementing end - to-end Service Catalog, Incident Management, Problem Management, Change Management, Service Level Agreements and monitoring Platform Performance.

• Experience working in different Service Now implementations handling multiple clients at the same time.

• Experience in Installation and Configuration of different modules of Service-Now.

• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog, Knowledge management, Project and Portfolio management and Reporting.

• Experience working on different versions of Service Now: Aspen, Berlin, Calgary, Eureka.

• Proficient in designing and developing Service Catalog using best practices in development.

• Created Knowledge articles & mentored & trained business users & Helpdesk users on Service Now platform.

• Participated in workshops with Service Now partner teams to help companies implement Service Now using best practices in ITSM.

• Good experience in developing workflows and in customizing the applications in Service Now using Java script, AJAX, HTML.

• Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.

• Hands on experience in web development using HTML, JavaScript, Glide, Bootstrap, Angular JS, CSS.

• Experienced in managing both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLAs.

• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.

• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.

• Proficient in all phases of Software Development Life Cycle (SDLC), quality management systems, project life cycle processes, implementation and enhancement of projects.

• Configured LDAP Server, for pulling user and group data from Active Directory.

• Involved in database designing by creating database objects such as Tables, Views, Indexes and developed code in the mid-tier server integrating Service Now with other IT systems.

• Expertise on creation of workflows for Service Catalog items in Service-Now.

• Experience in databases such as SQL-Server and MySQL.

• Worked on end to end analysis, development, testing, and implementation role out of Service- Now application.

• A very well-organized, goal-oriented and highly-motivated person with excellent communication, analytical, reasoning and problem solving skills.

TECHNICAL SKILLS:

Languages: C, C++, JavaScript, XML, HTML, Bootstrap, Glide Scripting.

Methodologies: MS SQL Server DBA, MS SQL Server 2008, SDLC, OOAD

Operating Systems: Windows( 7, XP, 2000)

Server Tools: MS 2008 R2, MS Office 2010, Eclipse 3.0.

WORK EXPERIENCE:

Service Now Developer/Administrator

Confidential, Columbus, OH

Responsibilities:

• Project Description: Worked as a Service Now Developer/ Administrator. Involved in implementation of Incident Management, Change Management, Problem Management, Asset Management and Service Catalog.

  • Involved creation of ServiceNow Applications, Modules, tables, columns as per requirements

  • Involved in development of Service catalog which includes creating new catalog items, designing workflows for Change management.

  • Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in ServiceNow.

  • Involved in creating the Business Rules, UI Actions and UI Policies.

  • Involved in LDAP integration with ServiceNow for obtaining users and groups

  • Worked on integrating ServiceNow with external SOAP and REST based web services.

  • Involved in the ServiceNow instance upgrade activities.

  • Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.

  • Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.

  • Involve in migration between various environments in Service-Now using update sets and import sets Worked with reporting in configuring Service Level Agreements (SLA).

  • Experience working in ServiceNow versions Dublin, Eureka, Fuji, Geneva.

  • Good working knowledge of the technologies web applications, networks, protocols and email (SMTP, POP3).

  • Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.

  • Responsible for ensuring that all the CIs are registered and these records are correct and up to date.

  • Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.

  • Worked on CMDB from the scratch

  • Worked on DISCOVERY and set up mid servers and check for the connectivity.

  • Strong experience in working on user interface applications and web applications using HTML/XHTML, CSS3, JavaScript, JQUERY, Bootstrap and XML.

Service Now Administrator/Developer

Confidential, Raymond, OH

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.
• Created Buttons and context menus both on form and lists using UI actions.
• Written script includes and invoked them in business rules and client scripts.
• Imported many ci's using import set tables.
• Created transform maps both automatic field mapping and scripting.
• Created data sources and loaded the Service-Now tables with different data formats.
• Built forms from scratch along with advance customizations at the level of UMacros/UI page as per the complex requirements.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Good experience in application development using Java/J2EE, JSP, Struts and spring.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Experience in Integrating App Exchange Applications with Eclipse IDE in Sandbox and Production Environments, Working with different aspects of Web Services (XML, WSDL, and SOAP).
• Responsible for the Service Now tool administration module and creation of new Users, Roles, IT Services, Application, Business Services and Rules.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Developed SLA and reporting.
• Design and Implementation of service requests through service catalogue in service now.
• Experience on LDAP Integrations using SAML2.0
• Analyze problems, create new solutions and new techniques.
• Defining the process for each service request.
• Configured Email, inbound and outbound email actions and developed mail scripts on need basis.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
• Involved in defining the Problem Management process in the firm and ensure stability in the IT plant by having a robust Major Incident management process.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Creating catalogue items, workflows, inbound emails actions and update sets for service
• Developed UI Actions, script includes and Business rules for overall platform requests.
• Assisted in Release Management during product and patch releases.
• Receives, logs and allocates a priority to all requests for changes
• Follow up with clients and customers on process requests, special requirements etc.
• Worked on the integration of Service Now with Siebel, integrated Incident module.

Environment: Service-Now, java, CSS, HTML, Web Services, CMDB, MS SQL server-2008

Sr. Service Now Developer/Admin

Confidential

Bellevue, WA

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Loaded Configuration Items (CIs) from Excel files into Service Now using import sets and Transform Maps.
• Created functional and technical specifications documents for various Service Now modules
• Coordinating the instance upgrade activities.
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on CMDB from the scratch
• Created CI relationships and Suggested CI Relationships
• Configured multiple forms for Asset module using Configuration Management Database.
• Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML.
• Integrated with Active Directory for SSO using SAML 2.0
• Configured multiple Catalog Items Front - end web / GUI components using JavaScript, CSS, HTML5
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• 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.
• Writing Catalog client scripts and UI policies to make client side changes.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in qualifiers or variable scripting.

Environment: Service Now, JavaScript, HTML 5

Admin Service Now

Confidential, Tampa, FL

Responsibilities:

• Working with client and functional requirements within Service Now.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration.
• Created various workflows for Incident Management, Change - Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service-desks that has been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue.
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts.
• Imported Active Directory to Service now using data sources.
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting.
• Also worked on Asset Management and loaded the data into it.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Development of SLA for the organizations.
• Implementation of ACL.
• Customized Service Catalog Management.
• Involved in creating and updating Access Control List (ACL) rules to control what data users can access and how they can access.

Environment: Service Now Tool, JavaScript, Jelly Scripting, HTML.

Java Consultant

Confidential

Environment: JAVA, J2EE, Struts, Oracle 9i, Web logic 8.0, ANT, JUNIT, JavaScript, JNDI, XML, JSP, HTML, JMS, UML, UNIX

Responsibilities:

• Worked with the business users and analyzed the requirements
• Implemented Struts framework and MVC based web application
• Developed JSP pages as a presentation layer (served as UI)
• Client side validations using JavaScript
• Written Stored Procedures and packages for database operations
• Code reviews for the Servlets in order to get high performance and coding Java Classes
• Developed Entity Beans and Session Beans for the Enterprise Prototype
• Deployed the application on Web Logic server 8.0
• Interfaces were developed to the database with the help of JDBC drivers for Oracle
• Used JDBC calls to update the database at the application server
• Written UNIX shell scripts to copy the data files from one server to another
• Developed ANT build scripts to compile and create jar files for EJB deployment in the production
• Wrote SQL queries and PL/SQL procedures for JDBC
• Installation, configuration and maintenance of Apache - Tomcat
• Developed XML related APIs in Java as XML is the data transfer standard used for communication between applications