SUMMARY:

• Overall 7+ years of professional experience in IT industry with 3+ 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.
• Experience in configuring and customizing all aspects of Service-now like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Experience with complex integrations within the ITSM environment such as ServiceNow -Siebel, Service Now - Web service integration with third party applications
• Experience in enhancing the Service-Now functionality by customized Java Script code to support the new business needs.
• Worked on REST API as a third party application for Integration.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JQUERY, JSON, AJAX, Kendo UI, Require JS, Cordova JS, Bootstrap and XML.
• Manages the delivery of Service Now (SNOW) as a project manager with the service integration team
• Created complex transform scripts in transforming the data into the SNOW database.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Strong skill set in the Service Now suite development including SOAP/RESTFUL integration, Discovery, Workflow, and CMDB.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding official V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Functional knowledge and implementation experience of ITSM frameworks.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Hands on experience in web development using HTML, JavaScript, Jelly and CSS.
• Strong customer service and excellent verbal/written communication

TECHNICAL SKILLS:

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

Languages: C, C++, Ja va, J2EE, HTML, XML, JavaScript, SQL

Databases: Oracle 7.x/8.x/9x/10g/11g, SQL Server 2000/2005, MySQL 5.0/4.1

Application Servers: IIS 5.0, Apache, Tomcat, Weblogic

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

J2EE: JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS

Certifications: HP Service Manager Advanced, HP Asset Manager Essentials

PROFESSIONAL EXPERIENCE:

Confidential, Austin, TX

ServiceNow Developer

Responsibilities:

• Participate in the full SDLC Requirements gathering, analysis, design and coding, testing, training and operational support.
• Responsible in developing Business Rules and Client Scripts based on the requirements.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow. Responsible in implementing the Incident Management, Problem Management, Knowledge Management, User Administration, and Configuration along with Reporting module.
• Uses vendor developed test scripts to validate SNOW functionality and training Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, implementing new functionality, homepage customization.
• Extensive experience of integrating Service Now with third party tools and implantation of SOAP and REST API.
• Worked on DISCOVERY and set up mid servers and check for the connectivity
• Transferred data from safety center page modules to backend by invoking RESTFUL Services.
• Experience in implementing REST web services including Oath authentication model and Custom Processors. Letting support users communicate with the end-users using live chat and remote support.
• Used AJAX, JSON to send request to the server to check the functionality of the website.
• Involved in development of JSON database for dynamic menu management using DHTML, JQUERY, and JavaScript.
• Used AJAX, JSON to send request to the server to check the functionality of the website.
• Monitored ITIL workflows for the verification of completed CMDB component maintenance procedures.
• Contributed knowledge and expertise in CMDB incident resolution, issue determination, root cause assessment, and issue resolution
• Development of requirement integration components (SSO, LDAP, SOAP).
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules.
• Developing System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Localization, Security, Users, and Groups.
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Reports, Service Level Agreement, Notifications, and Alerts.
• Manage system configurations, gather and document user and process requirements, develop workflow customizations, and support quality assurance team.
• Implement security scheme and controls by using contextual security, control systems and data security.

Confidential, TX

ServiceNow Developer

Responsibilities:

• Created functional and technical specifications documents for various Service Now modules
• Contributed knowledge and expertise in CMDB incident resolution, issue determination, root cause assessment, and issue resolution.
• Controlled the receipt, identification, storage, and withdrawal of all supported data within the CMDB. Produced reports, product reviews, and facilitated product/information changes and corrections.
• Worked on Various Web Services Integrations using SOAP and REST.
• Refract existing project to make it more RESTful and thread-safe.
• Worked on integration using SOAP / WSDL / RESTFUL.
• Built forms from scratch along with advances customizations at the level of UIMacros/UI page as per the complex requirements.
• Developed the new Service now utilities based on the business requirements using JSON scripts, AJAX Library and Script Includes. These utilities laid the technical foundation for the team to leverage for development tasks.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now
• Developed RESTFUL and SOAP based Web Services to integrate the ECM(Enterprise Content Management Storage of related appeals attachments and letters) application
• Created Business Rules using server side scripting (Glide Record, Glide Element and Glide System)
• Integrated Service Now with LDAP for authentication and authorization.
• Good knowledge on Single Sign on and event based integrations.
• Worked on integrations with third party applications like DynaTrace using Web Services, JDBC
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Involved in migrating code between different environments using update sets.
• Worked on CMDB from the scratch
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Configured multiple forms for Asset module using Configuration Management Database.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Integrating Service catalog module with “Net cool” monitoring tool using Web Services and fixing the issues which come up while the tolls are getting interacted.

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

Confidential, NC

Service NowDeveloper/Admin

Responsibilities:

• Discussing the business requirements with clients and documenting them into process requests.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with Knowledge of Content management
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Responsible for the Service Nowtool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules
• Created many scripts which includes, Business rules (server side code) and also modified OOB
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Good knowledge on Single Sign on and event based integrations.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Created complex transform scripts in transforming the data into the SNOW database.
• Created generalized framework for repeating problems and incidents.
• Design and Implementation of service requests through service catalogue in service now.
• Analyzed problems and create new solutions and new techniques.
• Developed SLA and reporting.
• Defining the process for each service request.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.
• Check the change management document and verify the changes.
• Assist in Release Management during product and patch releases.
• Provided training sessions on ticketing tools, reporting and data entry.
• Followed up with clients and customers on process requests, special requirements.

Environment: Service Now, JavaScript, HTML 5, Windows7

Confidential

Java/Web Developer

Responsibilities:

• Work on Hibernate for mapping Java classes with database and using Hibernate query language
• Familiarized in the various aspects of Agile Methodologies such as Scrum and estimating various tasks.
• Used various design patterns such as factory, singleton, session façade, 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 the interfaces and classes required for the application and created appropriate relationships between the system classes and the interfaces provided
• Assisting project managers with drafting use case scenarios during the planning stages.
• Developing the 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, Apache Tomcat, Jbuilder, Web Logic

Confidential

Java/J2EE Developer

Responsibilities:

• Develop project using Java, JSP, JS, JQuery and Springs MVC.
• Work on Hibernate for mapping Java classes with database and using Hibernate query language
• Implement EJBs Session beans for business logic
• Write stored procedures and work on performance tuning to achieve better query performance
• Assist Quality Assurance team in testing the application
• Create command-line interface for the 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 the modules
• Involved in development of the web pages using HTML, JQuery and Java Script
• Implemented AJAX functionality using RichFaces Components

Environment: Java/J2EE, Springs, Struts, Hibernate, AJAX, JavaScript, CSS, XML, HTML, XML Tomcat, Glassfish server,SOAP