PROFESSIONAL SUMMARY:

• Over 10 years of IT Experience with 5+years of experience in Service Now Development, Maintenance, Implementation and Administration.
• Experience in technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management and Configuration Management.
• Functional Knowledge and Implementation experience of IT Service Management (ITSM) Frameworks.
• Experience in other ITSM ticketing systems such as BMC Remedy and HP Service Manager.
• Involved in Migration process from Eureka to Fuji and Fuji to Geneva and Geneva to Helsinki.
• Design and engineer solutions leveraging all appropriate components offered by Service - Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration,Web services, Discovery, Workflow, and CMDB.
• Strong Understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platforms as well as experience in delivering medium to large-scale Service Now Implementations.
• Expert on ServiceNow Discovery module, comfortable deploying discoveries in a multi-datacenter environment. Proven ServiceNow implementation experience. Multi-domain/serviceprovider model experience within a SERVICENOW platform.
• Good Understanding of Object Oriented analysis design and application development.
• Functional Knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with Customers and Clients.
• Created accurate service maps, based on infrastructure information in the ServiceNow
• Configuration Management Database (CMDB) Create and Manage Access Control Lists (ACL).Create, monitor, modify, and publish service catalog workflows with approvals. maintain SingleSign-On integration.
• Experience with relational databases like Oracle, SQL Server and MS SQL.
• Expertise in Creating, developing and maintaining Service Catalog items.
• Expertise with Service-Now Content Management System (CMS).
• Experience in Installation and Configuration of different modules of Service-Now.
• Strong expertise in configuring applications using Service Now tool, used in ITIL Management.
• Management, Service Catalog, Knowledge Management, Security Response (SecOps), Government Risk and Compliance (GRC), and Service Portal.
• Good Understanding of Helpdesk/ Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes.
• Expertise in designing and developing Service Catalog using best practices in development.
• Hands on Experience in developing work flows and in customizing the applications in Service Now using Java script, AJAX, HTML.
• Experienced in managing both low and high severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLA's.
• Proficient in creating Access Control Rules(ACL). Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Create, monitor, modify and publish service catalog workflows with approvals. Maintain single sign-on integration.
• Experience in creating content pages and Macros using Jelly Scripting.
• Service-Now Administration and production support including maintenance of lower life cycle instances.
• Worked on ServiceNow versions: San Diego, Rome, Quebec, Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul, Helsinki, Geneva.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Good Experience in application development using Java/J2EE, JSP, Struts and spring.
• Strong Team player, ability to work independently and in a team as well, ability to adapt to rapidly changing environment, commitment towards learning.

TECHNICAL SKILLS:

ITIL: ITSM, Service Now, JavaScript, HTML, CSS.

Programming Languages: C, C++, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net

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

Databases: Oracle DB, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver.

PROFESSIONAL EXPERIENCE:

Confidential, Charlotte, NC

Service Now Admin/ Developer

Responsibilities:

• Involved in creation of Service Now Applications, Modules, tables, columns as per requirements.
• Involved in development of Servicecatalog which includes creating new catalog items, Order guides, designing workflows for Change management.
• Involved in reaching out to stake holders to gather requirements and fulfilling the requirements according to the user needs.
• Created various workflows for Incident Management, Change Management,Service Requests and SLA's.
• Involved in creating ACL's as per the client needs.
• Understanding technical and functional design requirements for Service Now, workflow engines. Created workflow and web prototypes.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge,ServiceCatalog and CMDB, Project Portfolio Management(PPM) and Demand Management, SDLC in Service Now.
• Involved in creating the Business Rules, Client Scripts, UI Actions and UI Policies.
• Involved in Creating UI Macros and UI Pages.
• Worked on Loading, manipulating, and maintaining data between Service-now and other systems. Worked with IT managers to generate views and reports.
• Involved in LDAP integration with Service Now for obtaining users and groups
• Worked on integrating Service Now with external SOAP and REST based webServices.
• Involved in the Service Now instance upgrade activities and patch fixes to Service Now instance.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Involved in creating UI Pages, UI Actions, Catalog UI policies, Business rules, Client side scripting and server side scripting.
• Good knowledge of CMDB and Asset ManagementServices: BusinessServices and Configuration item relationships.
• Involve in migration between various environments inService-Nowusing update sets and import sets.
• Maintained the Configuration Items and modified the forms and form Sections.
• Worked with reporting in configuringServiceLevel Agreements (SLA).
• Experience working in Service Now versions Dublin, Eureka, Fuji, Geneva.
• 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 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.
• Employee Case Management - Worked on HR Portals, HR case Customizations, Interview and Recruitment process automation for Talent Management.
• Employee Self Service - Customized the ess portal as per the business requirements. Built the service and exposed to the employee self-service portal.
• Employee Document Management - Uploaded the organization documents to the EDM module of ServiceNow. Configured the retention policy and the security rules using HR criteria for the different type of employees within the organization.
• HR Payroll cases, Employee Relations, HRIT Operations

Confidential, Seattle, WA

Service Now Developer

Responsibilities:

• Involved creation of Service Now Applications, Modules, tables, columns as per requirements
• Involved in development of Servicecatalog 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,ServiceCatalog and CMDB in Service Now.
• Involved in creating the Business Rules, UI Actions and UI Policies.
• Involved in LDAP integration with Service Now for obtaining users and groups
• Worked on integrating Service Now with external SOAP and REST based webServices.
• Involved in the Service Now 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 ManagementServices: BusinessServices and Configuration item relationships.
• Involve in migration between various environments inService-Nowusing update sets and import sets Worked with reporting in configuringServiceLevel 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 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.

Environment: Service-Now, Crystal reports 2008/9.x, CSS, HTML/XHTML, JQUERY, JavaScript, XML, Web Services, CMDB, MS SQL.

Confidential, Hamilton, NJ

Service Now Developer/ Admin

Responsibilities:

• Assisting client implementing the MSP (ManagedService Provider) instance forService-Nowand Domain separation forService-NowInstances.
• Worked on the functional requirements and client requirements within ServiceNow.
• 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.
• TheService we also provide to clients is a semi managedService for administering theirService desks that has been implemented. This includes various administration tasks withinService desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed several 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.
• Written script includes and invoked them in business rules and client scripts
• Imported many CI's using import set tables
• Imported Active Directory to ServiceNow using Data Sources.
• Created data sources and loaded theService-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting.
• Worked on Berlin, Calgary Versions.
• Worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integratedService Catalog and Incident module.

Environment: ServiceNow Fuji, JavaScript, XML, HTML, CSS, XHTML, Jelly Script.

Confidential, New York, NY

Java/ Web Developer

Responsibilities:

• Designed the application using J2EE design patterns such as Session Facade, Business Delegate, Service Locator, Value Object and Singleton.
• Developed presentation tier as HTML, JSP's using Struts 1.1 Framework. Used AJAX for faster page rendering.
• Developed the middle tier using EJB's Stateless Session Bean, Java Servlets.
• Entity Beans used for accessing data from Oracle 9i database.
• Worked on Hibernate for data persistence.
• Prepared high and low level design documents for business modules for future s and updates.
• Deployed the application in JBoss Application Server in development and production environment.
• Implemented CVS as version control system.
• Used ANT as build tool. Used JUnit for writing Unit tests.

Environment: Eclipse, HTML, Java Script, Core Java, JUnit, JSP, Servlets, JDBC, Oracle 10g/9i, AJAX, CVS and JBoss Application Server.