SUMMARY

• A Qualified IT Professional with 7+ years of experience including 2.8 years of experience as a Service - Now suite developer and administrator .
• Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Functional noledge and implementation experience of ITSM frameworks.
• Good noledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Web services, Discovery, Workflow, and CMDB.
• Hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Content management system(CMS), Reporting, Integration with Web Services
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Service-Now Administration and Production support including maintenance of lower environment instances.
• Good understanding of object oriented analysis design and application development.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM
• Hands on Web Development using HTML, JavaScript, Jelly and CSS.
• Good experience in application development using Java/J2EE, JSP.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.
• Strong skill set in teh Service Now suite development including SOAP/REST integration,
• Service-Now Administration and Production support including maintenance of lower life cycle instances. Familiar with versions Eureka, Dublin, Berlin.
• Functional noledge and implementation experience of ITSM frameworks.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Create, monitor, modify, and publish service catalog workflows with approvals. maintain Single Sign-On integration
• Create an access control rule (ACL).Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Loads, manipulates and maintains data between Service Now and other systems.
• Familiar with Service Now Content Management System (CMS)

TECHNICAL SKILLS

Operating Systems: Windows Server (NT, 2000, 2003, 2008), Windows Client (7, Vista, XP -Pro, 2000, etc)

Apps & Packages: All MS Office suites (incl. 2003), MS Exchange & Outlook, Lotus Domino, Notes, Citrix client, MS Internet Explorer, FireFox, Chrome, Apache, IIS

Helpdesk Support Systems: JIRA, NEXUS

ITSM Tools: ServiceNow, ITSM Suite

Languages: Java, J2EE, HTML, CSS, XML, JavaScript, JSON, AJAX, SQL

Application Servers: Apache, Tomcat, Web logic Application Server

Front - End: HTML, JSTL, DHTML, JavaScript and CSS, XML, XSL, XSLT

Databases: Oracle 10g, SQL Server 2005

Operating Systems: Windows 7, Windows 2008/XP, UNIX

J2EE: JSP1.2, Servlets 2.4, Struts 1.2, Spring, Hibernate, JNDI, JMS

ServiceNow Modules: Incident Management, Web-services, Problem Management, Change management, Service Catalog, Service Level,Management, CMDB, Data Loading, Start now,On-call Scheduling, New Call, ODBC-Connectivity,Discovery

PROFESSIONAL EXPERIENCE

Confidential - NC

Service Now Developer

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various ServiceNow modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Coordinating teh instance upgrade activities.
• Involved in cloning activities like raising teh request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing teh tool to teh stakeholders and made it easy to understand.
• Worked on CMDB from teh scratch
• Loaded Configuration Items (CIs) from Excel files into Service Now using import sets and Transform Maps.
• Created CI relationships and Suggested CI Relationships
• Worked on DISCOVERY and set up mid servers and check for teh connectivity, Became an expert in troubleshooting Discovery tool.
• Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Called third party Web Services using SOAP Messages. Good understanding of WSDL, XML
• Integrated with Active Directory for SSO using SAML 2.0
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Worked on UI Macros to create pages as templates on requirement from teh stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling teh reports as per teh client requirement.
• Creating database views to pull teh reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating teh UI pages to use them in catalog items, Implemented using UI scripts.
• Creating Knowledge articles to document teh steps in creating teh catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make teh user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.

Environment: ServiceNow, JavaScript, HTML 5, Windows 7.

Confidential, TX

Service Now Developer/ Administrator

Responsibilities:

• Assisting client implementing teh MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Working with client and functional requirements within Service Now.
• 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.
• Teh service we also provide to clients is a semi managed service for administering their Service desks dat TEMPhas been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many 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 teh 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 Service now using data sources.
• Created data sources and loaded teh Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting.
• Worked on Berlin, Calgary Versions.
• Also worked on Asset Management and loaded teh data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on teh integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill teh requirements.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential, Atlanta, GA

Service Now Developer/ Administrator

Responsibilities:

• Worked on Incident, Problem, Change, and Service catalogue Management.
• Regular interaction with teh Process Owners and other Support teams for Incident resolution within agreed SLA.
• Update set movement to SubProd instances and Production.
• Cloning activities which include post cloning and pre cloning activities.
• Scheduling daily calls and generating Reports regarding various incidents resolved.
• Raising ticket with Vendor while facing major issues like instance down and Performance issues.
• Hands on experience with Client Scripts/Business Rules/Scheduled Jobs for Incident analysis.
• Hands on experience with UI Actions/ UI Policy/ Access Control Lists /Email Notifications for Incident analysis.
• Knowledge in workflow editor to design workflow for various modules, triggering various events, publishing workflows.
• Customer Complaints Response & Resolution

Environment: Cloud based, OS: Windows 7 / XP; Applications: ServiceNow (Cloud based ITSM solution)

Confidential

J2EE Developer

Responsibilities:

• Involved in preparing views using JSP.
• Responsible for developing business logic.
• Involved in developing Model Classes which take care about DB operations.
• Coding using Struts, JSP, Java Servlets and HTML pages.
• Involved in development, administration, and integration testing
• Creating Junit test cases for variation and Exception tests.
• Integrating my application with teh existing Combined Web Application.

Environment: ServiceNow, JSP, Struts, Servlets, JavaScript, CSS, XML, HTML, XHTML, Oracle 9i.

Confidential

Java / J2EE Developer

Responsibilities:

• Develop project using Java, JSP, JS, JQuery and Springs MVC.
• Implement EJBs Session beans for business logic
• Write stored procedures and work on performance tuning to achieve better query performance
• Refract existing project to make it more RESTful and thread-safe
• Assist Quality Assurance team in testing teh application
• Create command-line interface for teh test framework
• Used parsers like SAX and DOM for parsing xml documents and used XML transformations using XSLT.
• Involve in Production Support and Enhancement Development
• Attend Scrum meetings to develop teh modules
• Involved in development of teh web pages using HTML, JQuery and Java Script
• Implemented AJAX functionality using RichFaces Components

Environment: Java/J2EE, springs, AJAX, JavaScript, CSS, XML, HTML, XML, Web logic Application ServerClient: Mindware Technologies - India

Role: Java / Web Developer

Project Description: Teh objective of Personnel Management System was to facilitate teh Personnel department of teh organization for salary calculation, reimbursements & other HR activities. Employees worldwide could enter their time sheets, expense sheets on teh net.

Responsibilities:

• Familiarized in teh various aspects of Agile Methodologies such as Scrum and estimating various tasks.
• Used various design patterns such as factory, singleton, session facade, DAO and DTO, Service Locator, Transaction management
• Involved in developing Web Services using SOAP for sending and getting data from external interface
• Involved in requirement gathering, requirement analysis, defining scope, and design
• Worked with various J2EE components like Servlets, JSPs, EJBs, JNDI, JDBC using, Web Logic Application server
• Involved in developing and coding teh interfaces and classes required for teh application and created appropriate relationships between teh system classes and teh interfaces provided
• Assisting project managers with drafting use case scenarios during teh planning stages.
• Developing teh Use Cases, Class Diagrams and Sequence Diagrams using Rational Rose
• Used Java Script for client side Validation
• Used HTML, AWT with Java Applets to create web pages
• Deployed Servlets and JSP pages using Apache Tomcat server.

Environment: Java, J2EE, JDBC, HTML, CSS, JavaScript, AWT, Servlets, JSP, JDBC, Oracle, JSON, Eclipse, Web Logic

Client: Mindware Technologies - India

Role: Java / Web Developer

Project Description: ‘Hotel Portland Integration’ is an e-commerce enabled portal designed and developed using J2EE technologies. Teh main aim of this project is to reserve rooms to Customer by searching required information given by customer. Here teh web admin can control teh total site through his admin panel. It TEMPhas tie-up with more TEMPthan 400 Hotels in US. Web admin is teh authorized person to add clients. He can change teh total look of this project. Reporting Manager Web application will halp web admin to track teh bookings of teh customer by selecting dates.

Responsibilities:

• Designed and developed teh front end using HTML and JSP.
• Coding Action Classes for teh struts.
• Implemented DAO classes.
• Integrating and maintaining Struts configuration files.

Environment: Java, JDBC, HTML, CSS, JavaScript, Servlets, JSP, JDBC, Struts, Oracle, Apache Tomcat, Jbuilder, Web Logic

References: Available on request