SUMMARY:

• A ServiceNow Admin/Developer with around 10+ years of overall IT experience and 8+ years having specialized experience on implementing Incident Management, Problem Management, Change Management, Configuration & Asset Management (CMDB), Service Catalog Management, Discovery, Integrations, and Service Mapping in ServiceNow.
• Experience in ServiceNow implementation, integrating, development, administration, and support.
• Experience working on SaaS (Software as a Service) based tools (Service Now), with focus on implementing ITIL processes.
• Good understanding of IT Help Desk and service management along with good understanding of the ITIL framework.
• Hands on experience on scoped applications handling, customizations and using various components of ServiceNow like: UI Policies, Client Side scripting (g form, g user) and Service Side scripting (GlideRecord, GlideAjax, Glide Aggregate, GlideRecordSecure, GlideSystem), Script Include, Business Rules, Workflows, Flow Designer, UI Actions, update sets, import sets/transform maps, scheduled jobs, mid - server, integration using REST and SOAP API, WSDL, JSON, Service Portal, UI Pages, Widgets, Order Guide and Integrations, ATF.
• Configured Applications using ServiceNow 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 ServiceNow implementations.
• Experience in Configuration of different modules of ServiceNow.
• Specialized in IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) & IT Infrastructure Library (ITIL) applications and provides forms-based workflow application development.
• Configuring and maintenance of ServiceNow platform to support the delivery of the Security Operations knowledge & Documentation Module.
• Excellent written & verbal communication skills - Able to present information, status, and issues in a clear and concise manner with the goal of driving to a decision.

TECHNICAL SKILLS:

ITSM Products: ServiceNow, BMC, RCA Service Manager, SCCM, CASPER, ADDM, AIRWATCH etc.

Databases: Oracle, SQL Server.

Platforms: Windows

Languages: PowerShell, JavaScript, Angular, Java, HTML5, CSS.

Tools: ServiceNow Incident, Change, Problem, Asset, SLM, ServiceNow Administrator, Developer Studio, Crystal Reports, ServiceNow Migrator, ServiceNow Dashboards, BMC Atrium, BMC Service Request Management 7.6, BMC ADDM.

PROFESSIONAL EXPERIENCE:

Confidential, CA

ServiceNow Lead Developer/Administrator

Responsibilities:

• IT Service Management applications development on ServiceNow platform to automate the day-to-day corporate business processes.
• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
• Development and design of Service Portal.
• Developed several client-side scripting, catalog scripts, UI scripts, server-side scripting based on business rules.
• Configuring Data Sources, Import Sets, and LDAP and Transform maps.
• Gathered requirements for SLA and configured in ServiceNow.
• Worked on User Management to add, update and deactivate users in ServiceNow
• Worked on Macros and formatters.
• Built custom dashboards, also dashboards involving performance analytics. Building personal dashboards for Manager to track the task assigned to the group.
• Strong hands-on experience with the ITIL processes in ServiceNow Incident, Problem Management, Change Management, Knowledge Management, Asset Management and Performance Analytics.
• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads
• Configuring Integration Web Services with Third Party application by using SOAP Web service.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Deployment checklist and test case document preparation.
• Incorporating the coding standards and best practices in the implementation.
• Deploying the developed code to Stage/QA/Production instances using Update Sets.
• Good experience in Agile and Scrum Methodologies, currently our work in take process is with Stories.
• Work on Data Sources for various external applications, import sets and Transform maps to import data into Service Now.
• Managing all the activities like instance cloning, patch upgrade and Post fix implementation after clone.
• Creating custom Tables, Fields and configuring Access Controls (ACL’s) over them.
• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads (CAB)
• 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.
• Experience in Service Portal.
• Customization of form, creating views and sections to meet business needs.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Environment: Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB, REST, Web Services, Javascript, Jelly Scripting, HTML 5, SCCM, CSS.

Confidential, Atlanta, GA.

ServiceNow Developer/Administrator

Responsibilities:

• IT Service Management applications development on ServiceNow platform to automate the day-to-day corporate business processes.
• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
• Development and design of Service Portal.
• Developed several client-side scripting, catalog scripts, UI scripts, server-side scripting based on business rules.
• Configuring Data Sources, Import Sets, and LDAP and Transform maps.
• Gathered requirements for SLA and configured in ServiceNow.
• Worked on User Management to add, update and deactivate users in ServiceNow
• Worked on Macros and formatters.
• Built custom dashboards, also dashboards involving performance analytics. Building personal dashboards for Manager to track the task assigned to the group.
• Strong hands-on experience with the ITIL processes in ServiceNow Incident, Problem Management, Change Management, Knowledge Management, Asset Management and Performance Analytics.
• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads
• Configuring Integration Web Services with Third Party application by using SOAP Web service.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Deployment checklist and test case document preparation.
• Incorporating the coding standards and best practices in the implementation.
• Deploying the developed code to Stage/QA/Production instances using Update Sets.
• Good experience in Agile and Scrum Methodologies, currently our work in take process is with Stories.
• Work on Data Sources for various external applications, import sets and Transform maps to import data into Service Now.
• Managing all the activities like instance cloning, patch upgrade and Post fix implementation after clone.
• Creating custom Tables, Fields and configuring Access Controls (ACL’s) over them.
• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads (CAB)
• 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.
• Experience in Service Portal.
• Customization of form, creating views and sections to meet business needs.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Environment: Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB, REST, Web Services, JavaScript, Jelly Scripting, HTML 5, SCCM, CSS.

Confidential, Princeton, NJ.

ServiceNow Developer/Administrator

Responsibilities:

• Performed day to day administration of the ServiceNow platform
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Established and maintained effective communications with customers, other technology specialists, and vendors about services.
• Developed Service Level Agreements (SLAs), notifications and reports
• Customized the functionality of the ServiceNow discovery tool to meet the company outlined requirements. Maintain all data entered into the production CMDB via discovery to ensure data integrity.
• Developed Service Catalog items, variables and workflows.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables. Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Developed on the ServiceNow platform including the creation and customization of the core applications such as Incident, Problem, Change and Service Catalog.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Update programs as dictated by end users' needs.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Performed System and integration testing with sample/live data with Support Services team.
• Ensuring complete/accurate field content and data population.
• Participated in Problems and Knowledge initiatives and other process improvements.
• Documented technical architectures that could be clearly understood and immediately used by developers to construct code and unit test.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.

Environment: Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB, REST, Web Services, Javascript, Jelly Scripting, HTML 5, SCCM, CSS.

Confidential, Brooklyn, NY

Java Developer

Responsibilities:

• Involved in the implementation of Stateless session beans (EJB) for business logic layer and Entity beans for persistence.
• Developed UML diagrams to develop use cases for University’s Financial Services web application.
• Performed validation for client side as well as server side with the help of Struts Validation Framework.
• Worked Oracle database to create databases of student and faculty login information and their desired areas of study.
• Developed the application using JSF Spring Framework that uses Model View Controller (MVC) architecture with JSP as the view and jQuery validation framework for front end validations.
• Developed codes for Action Servlet, Request Processor and Action classes by extending Struts package.
• Implementing the 1.3 framework for Model View Controller (MVC) pattern.
• Used Struts framework along with JSP, Servlets, HTML, CSS, jQuery, and JavaScript to construct dynamic web pages.
• Design and development of JAXB components for transfer objects and Prepared EJB deployment descriptors using XML.
• Supported existing applications developed using Spring MVC, AOP framework.
• Used JPA mapping techniques such as One to One, Many to One and Many to Many mappings to represent relation between various entities in the project.
• Resolved Blackboard problem tickets and made 100% follow ups maximizing the customer satisfaction.
• Provided weekly status reports to the manager with the latest information of all ongoing activities and used rest Client to test the web services.
• Involved in Code Review, Unit Testing, and Integration Testing.

Environment: Java 1.5, TDD, Struts 1.3, EJB 3.0, jQuery, JSP, HTML, CSS, Servlets, SOAP, WS-Security, MQ, Eclipse, Ajax, JNDI, JBoss, Web service, Junit.

Confidential, Minneapolis, MN.

Java Developer

Responsibilities:

• Involved in analysis, design and development of the project.
• Developed application by using Struts, Servlets and JSP.
• Developed the application using J2EE architecture.
• Designed and developed web pages using HTML and JSP.
• Used Entity Beans to persist the data into database.
• Used JMS to establish message communication.
• Responsible for the performance PL/ SQL procedures and SQL queries.
• Implemented the project using JSP and Servlets based tag libraries.
• Involved in developing JSP forms.
• Deployed applications on JBoss 4.0 server.
• Used Web Services-WSDL and SOAP.
• Developed Session Beans which encapsulates the workflow logic.
• Used Log4j logging framework to debug the code.
• Used CVS for the concurrent development in the team and for code repository.
• Deployed applications on Linux client machines.
• Deployed the EARs and WARs in Web sphere Application server using ANT script.
• Involved in regression testing, evaluating the response times, and resolving the connection pooling issues.

Environment: Java, J2EE, Servlets, Struts, EJB 3.0, JSP, JMS, JBoss 4.0, SQL Server 2000, Ant, CVS, PL/SQL, WSDL, SOAP, Eclipse, CVS, Linux, log4J.

Confidential, Columbus, Indiana.

Java Consultant

Responsibilities:

• Developed Controller Servlet to handle Client requests.
• Developed web pages using JSP, Struts Tags.
• Developed the web application using Struts MVC.
• Waterfall Methodology is used for development of the application.
• Involved in configuring Struts configuration files.
• Developed Action Classes for Struts framework and implemented java classes for corresponding Strut Actions.
• Entity and Session Beans were created using Session Facade Pattern to reduce network calls and enhance transitional capabilities.
• Used Java Collection Classes like Set, Array List, and Hash Map etc.
• Developed JDBC data access objects and these classes make the EJB Components resource independent.
• Good experience in providing application support in technologies like Java, J2EE and SQL.
• Implemented Custom Tag Libraries for UI components.
• Developed web pages using HTML/CSS and JavaScript.
• Extensively used Oracle programming using SQL and PL/SQL.
• Responsible for coding SQL Statements and Stored procedures for back-end communication using JDBC.

Environment: Jdk, J2EE, Struts MVC, Tiles, JDBC, JSP, JavaScript, JSP, ANT, EJB, Array List, HashMap JDBC, WebSphere Application server, HTML, Oracle.