SUMMARY:

• A Certified ServiceNow, competent professional with around 7+ years of IT experience including 5+ years of extensive experience in Service - Now working with different modules such as Incident Management, Service Catalog, Problem Management, Change Management, Project Management, CMDB, Service Portal and Custom Application Development.
• Wide range of implementation experience with many global clients in the Service Now suite development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.
• Supporting Power Shell Scripting in workflows.
• Working experience of various phases of Software Development Life Cycle (SDLC) such as Design, Code Construction and Testing Methodologies and good working knowledge on Software Development Methodologies like RUP, Agile Scrum, Waterfall and V-model.
• Web development experience with HTML, JavaScript and CSS, working with different aspects of Web Services likes WSDL
• Good experience in application development using Java/J2EE, JSP, Struts and spring.
• Experience in Service Portal, Content Management System (CMS) on widgets, Sites and Layouts using UI Macros, Navigation Menus, UI Pages, UI Scripts and Jelly Scripting.
• Hands on experience on various IT Services of Service-Now tools like SLM, SCRUM, Configuration Management Database, Asset Management, Content Management, Incident and Problem Management, Knowledge Management, Service-Now Administration, Reporting, Integration with Web Services.
• Immense knowledge about the concepts like LDAP, MID Servers, Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.
• Familiar with the concepts of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Administration and Production support in ServiceNow environments.
• Implementation experience and functional knowledge of ITSM and ITIL frameworks.
• Experience with rational databases such as MS SQL, Oracle.
• Knowledge and experience to deliver end-to-end methodologies within ServiceNow, 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.
• Possess strong interpersonal and excellent communication skills, ability to work independently as well as in a team, easily adaptable to changing environments.
• Experience in Service Management tools such as BMC Remedy, HP SM, and BMC Remedy on Demand.
• Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote desktops and developing code for the mid-tier servers.
• Experience working in Software as a Service (SaaS) environment.
• Working experience on Glide Ajax, Glide Record.
• An extensive hand on various scripting API's present in ServiceNow platform.
• Experience with ServiceNow - versions (Calgary, Aspen, Berlin, Dublin, Eureka, Istanbul, Helsinki and Fuji).
• Good experience in application development using Java/J2EE, Microsoft .NET
• Experience various implementations of SDLC- AGILE (Scrum based) and Waterfall models
• Strong communication skills, with the ability to convey concepts/requirements between technical and non- technical stakeholders.

TECHNICAL SKILLS:

ITSM: Service Now, BMC Remedy

Programming Languages: Java, Java 2EE, Oracle, SQL.

Scripting Languages: JavaScript, Jelly Script, HTML, CSS, Ajax, Angular JS, XML, JSON, jQuery.

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

Database: Oracle 10g, MySQL, SQL server

Database Tools: SQL Client, TOAD, SQL Developer.

Networking: LDAP, SSO, ITIL, Web Services

IDE: Eclipse, Net Beans.

Version Control Tools: CVS, SVN

Web/Application server: Apache Tomcat, WebSphere 6.x, Mid server.

PROFESSIONAL EXPERIENCE:

Confidential, Los Angeles, CA

Sr. ServiceNow Developer/Admin

Responsibilities:

• Translate business requirements into technical architecture of the proposed solution taking advantage of out of box functionality minimizing required customization
• Designed CI orchestration activity layouts to automate CI processes across the ITSM spectrum from monitoring tools such as Solar winds to be able to create alerts and incidents into JIRA.
• Worked on Project Portfolio Management PPM module to view all the related projects and application Confidential the same time and track their progress by Gantt charts. Also worked on demands in the PPM module.
• Performed the task of using Discovery to load configuration information to CMDB.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Configured ServiceNow discovery and orchestration.
• Performs integrations and process automation using ServiceNow Orchestration.
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Worked on Orchestration to automate the top and frequently used service requests.
• Integrated service watch with monitoring solutions.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Experienced in Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.
• Installed and configured collectors configured credentials and built service watch dashboards in Service watch.
• Performed a role of developer and implementer ServiceNow ITIL tool in project.
• Worked on Content Management System (CMS) and Self-Service portal using Jelly Script and UI Macros.
• Assists in enforcement of development deadlines and schedules.
• Communicate project Status/Risks/Issues effectively with the team.
• Estimate Cost, Resource, and Time estimates for projects and enhancements.
• Contributes appropriately to conversations.
• Managed Employee Self-Service portal (ESS).
• Follows through with commitments and fosters mutual trust with fellow employees.
• Perform day-to-day administration of ServiceNow application, including making approved changes to process and workflows, building reports, managing data, personalizing lists, content management and technical support.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Performed Architecture\Design, Software Development and System Administration for the company SaaS ITSM System called “Service First” on the ServiceNow PaaS Software Development Platform.
• Responsible for research, planning, coordination and implementation of application solutions from conceptual design requirements.
• Worked on Discovery to update computer related information on regular basis.
• Work with Business users to identify and refine Business requirements and workflows.
• Install, configure, modify, maintain, and/or administer applications, networks, databases, and other systems for ServiceNow and other assigned applications, or coordinate the resources needed to execute these tasks.
• Worked with Application Owners to restructure CMDB based on Company's Architecture.
• Coordinate with database and system administrator to ensure adequate backup and plan for business resumption for applications.
• Played part on end user self-service portal management.
• Designing and developing the Self-Service Portal.
• Changes to Enterprise Servers, Active Directory and Outlook Exchange.
• Completed the design and development of several Custom Applications in ServiceFirst including Real Estate Disclosures (RED) and Complaint Management System (CMS).
• Design and maintain Service Portal for user access to Knowledge Base and Service Catalog.
• Configured and maintained ServiceFirst Configuration Item Discovery, Service Mapping Discovery and the ServiceFirst Configuration Management Database.
• Acquire or prepare Technical documentation for supported applications and systems.
• Played part on end user self-service portal management.
• Design and maintain Service Portal for user access to Knowledge Base and Service Catalog.

Environment: ServiceNow (Madrid, New York), Java script, Workflows, Incident, Problem, Change, CMDB, HTML, CSS, AJAX, LDAP, SSO, SOAP, REST, AngularJS, ITIL, ITSM.

Confidential, Evansville, IN

ServiceNow Developer/Admin

Responsibilities:

• Involved in the technical architecture and created the detail design.
• Perform day to day administration of the Service-Now Tool Maintain business services and configuration item relationships in Service-Now tool.
• Involved in workshops that include focus on ITOM, Service portal.
• Customized the Project Portfolio Management (PPM).
• Develop and manage application code, user interface, and third-party integration components.
• Worked on business requirements and technical specifications for ITSM platform.
• Implementing ServiceNow Discovery and CMDB and integrating it with Change management.
• Developed new service catalog items and fix bugs in incident, problem and change management.
• Provided subject matter expertise, acted as technical product advocate and designed, developed and implemented ITIL processes, ITSM, ITAM, SACM, Knowledge, Demand and Release Management modules within ServiceNow platform.
• Configured Project Portfolio Management (PPM) Module and integrated with Salesforce to bring opportunities into ServiceNow.
• ServiceNow specialized in IT Service Management (ITSM), ITOM, and ITBM applications and provides forms-based workflow application development.
• Performed mapping using ServiceNow Service Watch.
• Developing and configuring Project Portfolio Management modules.
• Integration with ADDM (Discovery Tool) into CMDB via CMDB Sync.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Experience with utilizing GRC tools to automate information security processes and reporting.
• Experience in user provisioning using ServiceNow Orchestration in Microsoft Active Directory.
• Provisioned the Amazon EC2 services using ServiceNow Orchestration.
• Experience in working with Scripted Web services, Script Includes, JavaScript and Jelly Scripting.
• Used Object/Relational mapping tool Hibernate to achieve object persistency.
• Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements.
• Created XML Schema, XML template and used XML SAX/DOM API to parse them.
• Works with engineers and application developers' groups to implement solutions for the company's LDAP services.
• Configured UI Page and UI Macro using the Jelly, Angular JS and JavaScript.
• Implementing custom applications, Self Service Portal/Service Catalog, Asset Management, scheduled imports and reports.
• Worked on the Change management, modified the workflows of routine, comprehensive and emergency and build the appropriate approvals based on the change.
• Writing the Catalog client scripts and UI policies to make client-side changes.
• A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Worked with administering and developing on ServiceNow Platform, using versions: Fuji and Helsinki as well.
• Developed solutions using JavaScript, Web Services, SOAP, and other web technologies to integrate ServiceNow with internal, external systems and tools.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Worked on Single Sign-on using Digital Token and SAML 2.0.

Environment: ServiceNow (Jakarta), ITIL, ITSM, HTML, XML, JavaScript, PowerShell, LDAP, JIRA, VPN, SSO, Eureka, Helsinki, REST API, SOAP, GIT, HTTP, SSL, SLA, MID Server, Angular JS, e-Directory, AirWatch and CMDB, Splunk.

Confidential, Charlotte, NC

ServiceNow Developer

Responsibilities:

• Communicated with all divisions in the Finance Department and Modified the functioning of various applications which are already in use according to their requirement.
• Build the MID SERVER to pull the data from the external databases.
• Worked on the employee self-service portal where the external agencies can order the catalog items.
• Attended the meeting with State director and ServiceNow delegate’s on the presentation of Geneva.
• Scheduling SLA for Incident Management.
• Worked on Incident Management, Problem Management, Service Catalog, and Configuration Management and modified the notifications based on the requirement.
• Created the service catalog items and build appropriate work flows and captured the billing process for the catalog item which created reports based on monthly invoice.
• Worked on the Change management, modified the workflows of routine, comprehensive and emergency and build the appropriate approvals based on the change.
• Populated CMDB with configuration items (CI) using Discovery.
• Business requirements gathering, technical design, Test Plan Scripts, End user Process Documentation after Go-Live for Projects.
• Worked on design of interfaces using web services of external applications.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Worked on Service Catalog, Configuration Management, Reporting, LDAP, MID Server, Inbound/Outbound emails and Discovery.
• Used ACL’s for controlling the security mechanism in Service Now and Setup the SLAs according to the business requirements.
• Developed and oversaw testing strategies to ensure rigorous testing and validation of ServiceNow implementation prior to production.
• Hands-on experience onGovernance, Risk and Compliance application (GRC)
• Created a customized role with all the required access to the entire application for the admin ofGRC.
• Configured LDAP server and LDAP listener for updating the user and group table record.
• Worked on creating the custom ESS portal page
• Hands on expertise in front-end development utilizing JavaScript frameworks such as Angular JS, jQuery as well as front end technologies HTML5, CSS3
• Good understanding of web services with SOAP/ XML/ WSDL and HTTP Request Methods.
• Involved in designing web services to support internal and external requests.
• Created SOAP message functions and configured it to be sent through mid-server.
• Responsible for leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort.
• Configure Oracle HTTP Server Virtual Hosts • Perform various administrative tasks such as configuring SMTP, LDAP integration, SSO, SSL, and data source configuration.
• Modified the appearance of the form views for the entire organization.
• Single Sign-On Technology CA SiteMinder, SAML, Federation, CA Secure-Proxy server, web Technologies Web Servers - Apache, IIS
• Developed solutions in the ServiceNow platform that are sustainable and ITIL compliant.

Environment: ServiceNow Fuji, Java script, XML, FTPS, Jelly script, Oracle 10g, Web services, SQL Server 2005, UNIX, Mid server.

Confidential, San Diego, CA

ServiceNow Developer

Responsibilities:

• 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.
• Implemented Incident, Problem, Change management and Service Catalog in Phase-1.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Configured workflows for requests, approval automation, alerts, and notifications.
• Worked on Incidents and Stories that require enhancement and maintained SLAs.
• Experience with Transform maps and different transform scripts for data load and management.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes and to customize the instance as per Business needs.
• Managed Employee Self-Service portal (ESS).
• Analyzed and reported on Foundational Data Quality Analysis for existing data records populated for Cost Centers from source MDRs for Cost Center table in ServiceNow.
• Successfully Implemented Release Management Application from Greenfield to Production in ServiceNow.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Responsible for building SCCM server.
• Performed integrations and process automation using ServiceNow Orchestration.
• Worked mostly on the Asset Manager Application designer as project was a new implementation. Customization included creation of page, screen, tab, Fields, Buttons
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by JavaScript.
• Used scripting tools and ServiceNow functionality to create script to automate rote tasks being done in ServiceNow
• Designed Workflows, along with standard Workflow templates which can be reused.
• Designed and delivered technical methodologies around the Service Now platform.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Created applications using Service Catalog and performed import using Import Sets.
• Different reports were developed as per the client's requirements and usage
• Performed Data migration to import data from other applications and external databases.
• Gathered requirement from stakeholders for attributes needed to develop Service Catalog items.
• Wrote Classifiers and Identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Configure Service-Now tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Defined users, groups and roles and providing accessing permissions in ServiceNow. Participated in validating Form and Table level using UI Policies in ServiceNow.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB

Confidential

Java Developer

Responsibilities:

• Involved in the review and analysis of the Functional Specifications, and Requirements Clarification Defects etc.
• Created user-friendly GUI interface and Web pages using HTML and CSS and JSP.
• Developed web components using MVC pattern under Struts framework.
• Used Web Services-WSDL and SOAP for getting credit card information from third party and used SAX and DOM XML parsers for data retrieval.
• Wrote JSPs, Servlets and deployed them on WebLogic Application server.
• Used JSP's HTML on front end, Servlets as Front Controllers and JavaScript for client-side validations.
• Wrote the Hibernate-mapping XML files to define java classes-database tables mapping.
• Developed the UI using JSP, HTML, CSS, AJAX and learned how to implement JQUERY, JSP and client & server validations using JavaScript.
• Used Java Messaging Services (JMS) for reliable and asynchronous exchange of valuable information such as payment status report.
• Developed JUnit test cases for all the developed modules.
• Used CVS for version control across common source code used by developers.
• Used XML Web Services using SOAP to transfer the amount to transfer application that is remote and global to different financial institutions.
• Developed Data Access Object (DAO) persistence layer using Hibernate.
• Supported the development of database schema and creation of database tables in DB2.
• Extensively used Eclipse for writing code.
• Used ANT scripts to build the application and deployed on BEA WebLogic application server 9.0.
• Involved in Unit Testing of the components using JUnit.
• Implemented MVC architecture by using Spring to send and receive the data from front-end to business layer.
• Designed, developed and maintained the data layer using JDBC and performed configuration of Java Application Framework.
• Responsible for analyzing, design and develop the solutions in Enhancements and Bug Fixing in the Project.

Environment: Java, JSP, HTML, Servlets, Java Script, DB2, SQL, PL-SQL, JDBC, UML, Apache Tomcat.