SUMMARY

• Around 5+ years of extensive experience in IT industry, experience in various ITSM frameworks and Java/J2EE enterprise application development with ServiceNow Admin Certification.
• Good knowledge of Web application development technologies such as HTML, Java Script, CSS, AJAX, XML, XSLT.
• Experience in client - side development with JavaScript, jQuery, JSON and HTML.
• Strong experience in Development and Administration in Service Now Platform.
• Proficient in implementing ITSM modules like Incident, Change Request, CMDB, Asset and Service Request Management in Service Now platform.
• Excellent hands on experience with the ITIL process in Service Now: Incident Management, Problem Management, Change management, Release Management.
• Creating Applications, Modules, Tables and Columns as per the requirements in Service Now.
• Well versed in integrating Service Now with other third-party applications like REST and SOAP Methodology’s.
• Experience in load configuration information to CMDB
• Involved in environment promotions and managing Service Now using Update-Sets.
• Data loads for migration to Service Now - Import set & Transform maps.
• Expertise on creation of workflows in ServiceNow.
• Expertise in developing and maintaining Service catalog items
• Experience in Business Rules, Client Scripts, UI Policies, UI Actions, and SLAs in Service Now.
• Exposure to Service-Now platform tools like Orchestration Environment.
• Experience in designing and implementation of workflows using Service Now workflow editor.
• Experience in working with Fuji, Geneva, Helsinki and Jakarta & Kingston versions of Service Now.
• Experience in generating the reports in Service Now as per the requirements in Service Now.
• Experience in various software development practices Agile, Waterfall, SDLC Scrum etc. experience in web application development using HTML, Java Script, Java, J2EE Servlets, Java Collections, Excellent analytical, problem solving and communication skills.
• Efficient in client management skills, presentation skills, time management, great communication and interpersonal skills

TECHNICAL SKILLS

Languages: SQL, Java

Operating Systems: Microsoft Windows, UNIX

Java and J2EE frameworks: Java, Java Collections, JSP, Spring, Hibernate

Scripting Libraries: JQuery, Java Script, Ajax

Databases & Tools: MS Access, MySQL, Toad, Oracle 8i, Oracle 9i, 11g.

Web Technologies &Application Servers: HTML, XML, JSP, JSF, CSS, JBOSS, Tomcat, Web Logic, WAS9

Others: Jira, Bit Bucket

PROFESSIONAL EXPERIENCE

ServiceNow Admin/Developer

Responsibilities:

• Involving in requirement gathering sessions with the client and creating the specification documents (technical and functional) as per the requirements.
• Designing and implementing new functionality using Business Rules, UI Policies, and Access Controls Lists etc.
• Involved in implementing Service Catalog and Request Workflow Design and Configuration.
• Working on custom application in Asset management.
• Service Catalog and Request CMS Workflow Design and Configuration.
• Experienced in integrations like Email Integration, LDAP integration, External Web Services Integration, ServiceNow Orchestration with Windows Active Directory
• Involving in configuring the UI Actions, UI Policies, Access Controls Lists in ServiceNow.
• Creating new Business Rules/Script Includes/Client catalog script/Client Script. Creation of Incidents and Service Requests for supported applications.
• Creating transform maps for importing CMDB data.
• Integrating Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Working on integrating ServiceNow with external SOAP and REST based web services.
• Working on various modules like Incident management, change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Working on importing the Configuration Items (CI) from third party applications using import set tables.
• Developing Automation workflows using ServiceNow orchestration.
• Good Knowledge of ITIL V3 and ITSM best practices. Experience with ServiceNow integration using SSO, LDAP, MS Active Directory, and Single Sign-on and web services integrations.
• Participating in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.
• Hawkeye a monitoring system for all scripts and objects created in ServiceNow to help developers to search and debug easily and monitoring performance issues in script.
• Involving in various ServiceNow customizations as per client's requirement.

Environment: ServiceNow Jakarta, Service mapping, Jelly Script, Workflows, CMDB, HTML, CSS, AJAX.

Confidential, Reston, VA

Service Now Developer/Admin

Responsibilities:

• Technical contributor to Service Now systems which includes these instances (Dev, QA, SIT, UAT and Production).
• Major responsibilities include coordinating, managing and performing technical activities for Service Now modules &applications.
• 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.
• Configured IP Addresses to identify the undiscovered CI's and insert them into CMDB.
• 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.
• Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.
• Conducted analysis, designing and assembly of software components in Open Text CMS applications.
• Maintained technical documentation for CMS Open text applications as per SDLC standards and procedures.
• Interface extensively with all areas of the organization including Operations and Development.
• Implemented REST API web service as a third-party application for Integration.
• 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.
• Created Update sets to move customizations between different systems.
• Expert ability to diagnose/resolve complex problems of enterprise web applications environment.
• Responsible for preparing design level, program level and user level documentation.

Environment: ServiceNow Jakarta, Java Script, JSON, jQuery, Version 1, Web Services, SOAP, REST, SQL, XML, HTML, CSS, AJAX, Integrations, Cloud services, ITIL, ITSM, Agile practice.

Confidential, Santa Clara, CA

Service Now Developer/Admin

Responsibilities:

• Technical contributor to Service Now systems which includes three instances (Development, Test, and Production).
• Major responsibilities include coordinating, managing and performing technical activities for Service Now modules &applications.
• Worked on Configuration and maintenance of Business Rules, Client Scripts and UI Policies in Service Now.
• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents
• Managed ITEC’s security policies, procedures & participated in security-related training.
• Experience in creating and configuring SLAs as per Client requirements.
• Experience with development of Service catalogs - catalog items, designing workflows.
• Writing the Client scripts, UI Actions and UI policies to make client-side changes
• Created ACL’s to grant access to specified users and managed the assignment rules.
• Developed new work flows for Operations Automation.
• Monitored ITIL Service delivery via process mapping audits and design procedures.
• Providing solution and standardized the ITSM process in bid management for to satisfy the customers.
• Integrated Config with the Service Now CMDB and Implemented efficient incident,
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Angular, CSS, and HTML5.
• Handling Day to day IM/PM and CM tickets according to the Priority & Business needs.
• Coordinate with Platform Management team, Incident management & configure SLAs.
• Designed Service catalogs, based on classification per Business needs: B2B, B2C & Mobile.
• Developed monthly Change Cost Analysis reports of the clients to Executive Management Team.
• Developed a set of actionable and targeted change management plans - including communication plan, sponsor roadmap, coaching plan, training plan, SLAs and resistance management plan.
• Work with Product Teams to Integrate Change Management activities into the overall ITIL project plan.
• Exceptional understanding of Service Now functionality and ITIL processes which can be implemented in Service Now.

Environment: ServiceNow, Java Script, JSON, jQuery, CMS, Jira, Web Services, SOAP, SQL, XML, HTML, CSS, AJAX, LDAP Integrations, Cloud services, ITIL, Agile.

Confidential

Java Web application developer

Responsibilities:

• Actively involved in analyzing and collecting user requirements.
• Wrote Specification for the development.
• 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.
• Developed Java Script for client-side validations.
• Expertise in Object Oriented Design using UML-Rational Rose.
• Involved in Server side and Client-side programming.
• Wrote SQL stored procedures and used JDBC to connect to database.
• Developed data layer using JDBC
• Created a user interface with HTML and JSP.
• Involved in developing various servlets and used DB2 as the database and wrote SQL & PL-SQL.
• 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.

Environment: Java/J2EE, JDBC, JSP, Eclipse IDE, HTML, XML, JavaScript, BEA WebLogic, Oracle, Internet Explorer, Windows.

Confidential

Software Development Engineer

Responsibilities:

• Preparing Design specifications, development (coding), database design, Unit Testing and deploying the java applications in oracle Application11i on Linux Server.
• Also, responsible for providing post implementation Support & maintain code in case of any changes.
• Developed front end page using HTML, CSS Script, DB2, SQL, PL-SQL, JDBC, UML, Apache Tomcat.
• Preparing Design specifications, development (coding), database design, Unit Testing and deploying the java applications in oracle Application11i on Linux Server.
• Also, responsible for providing post implementation Support & maintain code in case of any changes.
• Developed front end page using HTML, CSS
• Used JavaScript for form validations and field level validations.
• Developed platform HTML5, CSS, and JavaScript to match design specs for complex page layouts while adhering to code standards.
• Developed JavaScript library for rendering domain specific layout XML to the web.
• Involved in development of User Interface using HTML5, CSS3, JavaScript, and jQuery, AJAX
• 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 delete the data and to read the data from Oracle database.
• Performed Unit Testing using JUnit for the modified codes.
• Involved in client interaction as well as client demonstration

Environment: Java/J2EE, EJB, JDBC, JSP, Eclipse IDE, HTML, XML, JavaScript, BEA Web Logic, Oracle, Internet Explorer, Windows.