SUMMARY

• Over all 8 years of experience in IT industry with 4+ years of very good experience in Service Now Development, Maintenance, Implementation and Administration.
• Extensive experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution.
• Having extensive experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, and Configuration Management.
• Experience in designing, developing, customizing and administering ITSM suite of applications.
• Expertise in Design and developing custom applications in ServiceNow and utilize its potential in PaaS (Platform - as- a-Service).
• Good knowledge about ITIL standards which are helpful in development and customization of ITSM Applications.
• Expertise knowledge in using Content Management System (CMS).
• Expertise in Design and development of CMDB (Configuration Management) in ServiceNow.
• Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.
• Designed, configured and implemented solutions and built service portal using AngularJS and Java Scripting.
• Strong skill set in the Service-Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, and CMDB.
• Developed business requirements and technical design documents for implementing Service-Now.
• Understanding of IT Service Management (ITSM) and the ITIL business process along with maintenance of service level agreement (SLA) and monitor an SLA workflow.
• Experience in Data migration Projects which uses SQL Loader, PL/SQL programming, coding Procedures, triggers and functions.
• Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.
• Excellent communication and interpersonal skills.
• Experience in data extraction, data migration and data loading.
• Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JSON, AJAX, AngluarJS, Cordova JS, Bootstrap and XML.
• Self-motivated and a good team player with excellent communication and interpersonal skills. Strong problem solving and logical reasoning skills. Ability to understand new ideas and technical concepts quickly and produce meaningful results.

TECHNICAL SKILLS

Programming Language: C, C++, JAVA, ASP.NET(C#), SQL

Ticketing Tools: Service Now (Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access management)

IITL: ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAP

Software Methodologies: Agile, SDLC, Waterfall

IDE: Eclipse, NetBeans

Databases: Oracle 9i, Oracle 10G, SQL Server

Web Technologies: Angular, XML, HTML, JavaScript, CSS, PHP

Operating System: Linux, Mac OS, Windows

Tools: and Package: Rational Rose, Maven, MS Office

Web Severs: Apache Tomcat, Web logic 10, JBoss

PROFESSIONAL EXPERIENCE

Confidential, Plano, Texas

Sr. Service-Now Developer

Responsibilities:

• Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site.
• Coordinating the instance upgrade activities and worked on customizations while upgraded to Helsinki from Geneva.
• Designed a company-wide service catalog that offers a collection of services.
• Involved in customization of UI for a knowledge base.
• Development of Service catalog which includes creating new catalog items, designing workflows, catalog client scripts, custom tables and automations using power shell scripting in workflows.
• Configured multiple Catalog Items that have backend as ServiceNow and different Front-end web / GUI components using JavaScript, SOAP, and Scripted REST Web services.
• Configured complete Asset Management from the scratch and developed multiple integrations to populate the Asset tables.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Managed all Changed Management Information. (Service Now)
• Created customized login pages, search pages with drop down list in search bar.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, and Reports.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Experience with jelly scripting in ServiceNow.
• Designed Workflows, along with standard Workflow templates which can be reused.

Environment: Service Now (Geneva, Helsinki), JavaScript, AngularJS, Java, Html, CSS, Glide Script, REST Web Services, MYSQL

Confidential, Dallas, Texas

Sr. Service-Now Developer/Admin

Responsibilities:

• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• 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.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Configured chat functionality for Service Desk ticketing queue.
• Created transform maps for importing CMDB data.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Working on different kinds of variables and variable sets.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Met all service level agreements (SLA’s) and delivered all significant result and deadlines.
• Created update sets for configuring in different instances i.e., temp, test, uat, dev and production instances.

Environment: ServiceNow (Fuji, Geneva), JavaScript, SOAP/REST web services, HTML, SQL

Confidential, San Antonio, TX

Service-Now Developer

Responsibilities:

• Actively Involved in End User Portal design, and also the ongoing support and maintenance using CMS application Service Now.
• Service Catalog design and workflow design based on the approval and fulfillment process.
• This is end-to- end development of the catalog which includes requirement analysis, catalog form design, workflow design along with the dedicated catalog home page using CMS.
• Involved in the development of the Portal Pages, Home Page, home Page administration and layout design.
• Widget creation and use of gadget for the custom display block.
• Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery.
• Created suggested relationships for configuration items in CMDB.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Involved in coding the Business Rules (Server Side Scripting), Client Scripts (Client Side Scripting), Script Includes in the ServiceNow
• Set up the SLAs and ACLs for various ITIL modules as per the requirements.
• Working on the development of time card application which is used for capturing time against each project tasks.
• Working on workflows for time card approval, resource plan approval.
• Resource management application configurations according to business requirements.

Environment: Incident, Change, Problem, Asset, Knowledge, CMS Designing & Development, Script Include, Java Script, Client Scripting, Jelly Scripting, Service Catalog Workflows.

Confidential

UI Developer

Responsibilities:

• Involved in developing the webpages using HTML, DHTML, CSS, JavaScript, jQuery, Ajax.
• Created rapid prototypes of interfaces to be used as blueprints for technical development.
• Worked in all phases of SDLC, including requirements analysis, design and development, bug fixing, supporting QA teams and debugging production issues.
• Responsible for design, development, test and maintenance of applications designed on Java technologies.
• Worked on the JAVA Collections API for handling the data objects between the business layers and the front end.
• Created jQuery plugin for headlines rendering on client side using custom JSON data object.
• Integrated the Java code (API) in JSP Pages and involved in development and deployment using tomcat web server.
• Responsible for checking cross browser compatibility issues and hence worked on different browsers like safari, Internet explorer, Firefox and Google chrome.
• Extensively involved in the development of Java Server Pages (JSP).
• Used JDBC API to communicate with the database.
• Oracle9i database was used as back-end layer.

Environment: Java, HTML, CSS, JavaScript, JSON, JSF, JDBC, Oracle9i

Confidential

Java Developer

Responsibilities:

• Involved in the design and implementations of the architecture for the using OOAD, UML designs patterns.
• Extensive experience of working in Multi-Threading Environment and Concurrency Programming.
• Involved in designing documents.
• Involved in creation of UML diagrams like Class, Activity, and Sequence Diagrams using modeling tools of IBM Rational Rose
• Used JUnit and Test cases for testing the application modules.
• Used Various Data structures and algorithms to hold the performance data of the investment plans
• WebSphere v5.0 application server used for deployment.
• Experience on object-oriented design,data structures, and algorithms.
• Configured Validator Framework with the Struts for client side and server side validation.
• Used the Struts validation, Struts Custom tags and Tiles Framework in the presentation layer.
• Implemented logging mechanism using Log4j tool.
• Used JDBC to provide database connectivity to database tables in ORACLE.
• Creation and maintenance of data was done using MySQL database.
• Involved in production support of the application by responding to the tangible needs.

Environment: Java, J2EE, API, UNIX (for production environment), Structs, Apache POI, Oracle, MySQL, Eclipse, proprietary frameworks