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Service Now Developer/administrator Resume

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  • Over 8+ years of professional IT experience and 5+ years of experience in ServiceNow platform as both Developer and Administrator.
  • Over 6+ years of experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications.
  • Over 5+ years of experience in Configuring Applications using Service - Now tool, used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale Service Now implementations.
  • Experience in Installation and Configuration of different modules of Service-Now.
  • Proficient in designing and developing Service Catalog using best practices in development.
  • Hands-on experience and In-depth knowledge in technical implementation of Incident Management, Configuration Management, Problem Management, Change Management and Service Catalog, Knowledge management, SDLC Scrum, Project and Portfolio management, Reporting, Discovery and Integrations.
  • Experience working on different versions of Service Now: Aspen, Berlin, Calgary, Eureka.
  • Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
  • Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, 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.
  • Participated in workshops with Service Now partner teams to help companies implement Service Now using best practices in ITSM.
  • Deployed and engineered an on-premise Azure Cloud system (IAAS/PAAS) including SCVMM.
  • Created Knowledge articles & mentored & trained business users & Helpdesk users on Service Now platform.
  • Expertise in application development using Java, J2EE, JSP, JQUERY, Java Script, Servlets, Struts, Springs, HTML, XHTML, CSS, XML, XSL, XSLFO, XSLT.
  • Possess a strong coding experience using Core Java.
  • Experienced with deployments, Maintenance and troubleshooting applications on Microsoft Cloud infrastructure Azure.
  • Experience working in Datacenter Operations, Virtual environment and Azure platform.
  • Development experience adhering with SDLC processes like Waterfall, Agile, and Test Driven Development.
  • Experience in software analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications using Java/J2EE technologies.


ITIL: System center tools

ITSM, Service Now: SCOM, SCVMM, SCSM and etc.

Programming Languages: C, C++, Java, JEE, VB.Net, SQL, PL/SQL, ADO.Net

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML, XHTML, XML, XSL, XSLFO, XSLT, Glide Script

Operating systems: Windows, HP-UX 11.x, Solaris, Linux

Scripts: Perl, UNIX Shell Scripts, Windows batch scripts

Software Methodologies: Database/Analysis tools

SDLC, Waterfall, Agile, XP, Scrum: Oracle 11g/10g/9i, MS SQL Server, SQL* Plus, TOAD


Confidential, NY

Service now Developer/Administrator


  • Configuration/Customization, Created reports, workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules of the ServiceNow system.
  • Gathered specifications from the project team, stake holders for attributes needed to develop Service Catalog items and delivered a product/release that meets the needs presented.
  • Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
  • Used scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
  • Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
  • Created Technical Specifications Documentation
  • Load, manipulate and maintain data between ServiceNow and other systems
  • Developed test plans and deployment for ServiceNow implementation
  • Configuration of Email Notification and Alerts to notify users about specific activities in the system
  • Perform System and integration testing with sample/live data
  • Establish and follows governance to allow for cohesive development
  • Developed and managed application code, user interface, and third-party integration components in all stages of the CMDB development projects (i.e. definition, development, deployment)
  • Manage development of solutions to migrate and/or integrate disparate data to an enterprise CMDB solution
  • Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
  • Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
  • Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters Build web content on ServiceNow Platform
  • Provided detailed architecture analysis and design, and direction on the development activities
  • Good knowledge on Microsoft Azure and participated integration with Azure in service now.
  • Planned and executed migration of Microsoft Data Services applications and web apps to Azure cloud
  • Performed ServiceNow implementation tasks including but not limited to: configuration, integration, custom programming.
  • Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
  • Design and develops extensions to Service Now data model in support of requirements towards AMDB and CMDB, SACM and other modules.
  • Configured rules, monitors and management packs in SCOM.
  • Documented technical architectures that could be clearly understood and immediately used by developers to construct code and unit test
  • Participated in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support
  • Propose data model, design changes to processes and products, exerts significant latitude in determining objectives of an assignment.
  • Used SCRUM/Agile development methodology
  • Worked on web-technologies including HTML, XML, CSS, JavaScript, Jelly.
  • Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.

ENVIRONMENT: ServiceNow, Microsoft Azure, Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Integrations, Cloud services, ITIL, ITSM, SCRUM.

Confidential, RI

Service Now Developer/Administrator


  • Experience in working on Microsoft Azure (IAAS/PAAS)
  • Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
  • Implemented Incident, Problem, Change management and Service Catalog in Phase-1.
  • Responsible for gathering requirements and customizing for CTI integration for organization from the scratch and translate requirements into functional and technical requirements.
  • Review and refine designs for usability, reviews testing scenarios and refines test cases, to ensure applications quality and works with users to review test results to ensure they meet expected results.
  • Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
  • Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
  • Create new service catalog requests and items with variables
  • Developed UI Appearance for Service Catalog Requests
  • Create, monitor, modify, and publish service catalog workflows with approvals
  • Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
  • Build reports, gauges, and home pages.
  • Create and use update sets to move customizations between systems.
  • Search, populate, and customize the knowledge base.
  • Developed operational requirements documentation and train operational staff to maintain solution.
  • Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
  • Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
  • Migrated the application from Infrastructure as a Service (IaaS) to Platform as a Service (PaaS) by converting existing solution to Windows Azure Worker Role.
  • Responsible for managing the existing Microsoft SQL Server 2012 database environments and the development and test environments on the Microsoft Azure SQL Server platform.
  • Converted .Net application to Microsoft Azure Cloud Service Project as part of cloud deployment.
  • Involved on migrating SQL Server databases to SQL Azure Database using SQL Azure Migration Wizard.
  • Deployed applications on to Azure cloud.
  • Migrated SQL Server 2008 database to Windows Azure SQL Database and updating the Connection Strings based on this.
  • Developed reports as per requirements from management.
  • Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
  • Designed Workflows, along with standard Workflow templates which can be reused.
  • Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
  • Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
  • Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
  • Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
  • Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
  • Strong knowledge of the server side scripting Business rules and Script Includes.
  • Documented all implementations and best practices defined within team.
  • Evaluate new features and produce comprehensive analysis and recommendations.
  • Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
  • Provide 2nd/3rd level ServiceNow support, resolve incidents.
  • Support and coordinate scheduling and execution of releases, product upgrades, new technology deployments.
  • Perform and participate in product roadmap planning, participate in disaster recovery planning and testing, etc.

ENVIRONMENT: ServiceNow, Microsoft Azure, Java Script, Java, JSON, jQuery, Prototype, WebServices, SOAP, SQL, XML, HTML, CSS, Glide Script, iFrames, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM.

Confidential, MI

Service now Developer/Administrator


  • Involved in gathering the requirements from the business team and writing the technical design documents.
  • Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
  • Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
  • Contribute to technical discussions, and be involved in the decision making process with other senior engineers to resolve product issues.
  • Set up the SLA for the various ITIL processes as per the requirement
  • Involved in migration between various ServiceNow instances using Update Sets
  • Involved in various ServiceNow customizations as per client's requirement.
  • Loading data into ServiceNow using import sets
  • Imported Configuration Items(CI) from third party applications using import set tables.
  • Configured email notifications in ServiceNow.
  • Configured rules, monitors and management packs in SCOM.
  • Setup MID Server used by Discovery and troubleshooting problems with the tool configurations.
  • Created Procedure guidelines used in supporting Technology and Application issues.
  • Development of requirement integration components (SSO, LDAP, SOAP).

ENVIRONMENT: ServiceNow, Java Script, Java, jQuery, Prototype, WebServices, SOAP, SQL, iFrames, AJAX, Shell scripting, Integrations, ITIL, SCRUM.

Confidential, FOSTER CITY, CA

Java Developer


  • Performed System Analysis and High level Design using Object Oriented Design/OOAD methodology to capture and model business requirements.
  • Implemented the web-based application following the MVC II architecture using Spring Framework.
  • Used Hibernate to maintain Data Layer.
  • Used JSPs for the presentation layer and Java Beans for model layer
  • Developed front end using HTML, JSP, Flash, JQUERY, CSS, XML AJAX and JavaScript.
  • Implemented various Design Patterns on the project. Applied Struts features like Tiles.
  • Created Restful WebServices which enable third parties (NetProvision, G2) to communicate with GCMS and retrieve the data about RGs from the GCMS data bank.
  • Designed, develop and maintained the data layer using Hibernate and PL/SQL.
  • Provided technical support to the clients (SBC, Telmex) on phone.
  • Designed and developed XSLT transformations to convert data from XML to HTML.
  • Extensively involved in writing Scripts to automate deployment over Linux platform.
  • Implemented Java classes that perform encryption of sensitive information before storing the value in the database thus preventing unauthorized access to the data.
  • Developed Scripts for UNIX platform deployment.
  • Used JSTL and wrote custom JSP tag libraries. Implemented role based handling in JSP pages.
  • Involved in writing SQL, Stored procedure and PLSQL for back end. Used Views and Functions at the Oracle Database end.
  • Developed the PL/SQL scripts for rebuilding the application Oracle Database.
  • Used MAVEN for build and compilation.

ENVIRONMENT: Java, J2EE, JSP, Servlets, SPRING, Weblogic Application Server, JBoss, XML,XSLT, HTML, DOM, SAX, SOAP, WSDL, JavaScript, Hibernate, Oracle 10g, PLSQL, JDBC, MVC, OOD, Maven (ant based), UNIX Shell Scripting and Linux.


Java/J2EE Developer


  • Worked on all phases of software development including Analysis, Design and Development, Testing and Production of Web-based applications in Agile methodology.
  • Creating web application design using open source MVC, Spring and Struts Frameworks.
  • Working on client side Technologies such as HTML, DHTML, CSS and JavaScript.
  • Strong experience in developing data models using Hibernate POJO's and configuring Hibernate persistence layer.
  • Developing database objects to store and manipulate data on Oracle for the generating reports.
  • Using Java Script for Client side validations and developing unit tests using JUnit.
  • Involving from Initial design and creating Use case diagrams, Sequence Diagrams and class diagrams using the MS Visio Tool.
  • Deploying the application on the JBOSS Application Server.
  • Involved in various phases like design and development using Rational Unified Process.
  • Used Rational Rose for the Use Case Diagrams, Class Diagrams and Sequence Diagrams to represent the detailed design phase.
  • Developed a web-based reporting for Credit Monitoring System with HTML, JSTL, Custom tags.
  • Developed user interface on Jakarta Struts Framework using JSP and HTML.
  • Used Java/J2EE Design patterns like Business Delegate, Session Facade, Data Transfer Object (DTO) and Service Locator in the project extensively, which facilitates clean distribution of roles and responsibilities across various layers of processing.
  • Participated in database design using Oracle9i.
  • Used Web-sphere Application Server for deploying various components of application.
  • Designed and developed user interfaces using JSP, struts-tags, display-Tags, JSTL tags with Tiles and Validator framework.
  • Involved in developing business delegates to include business logic and access database.
  • Extensively worked with Hibernate and PL/SQL for developing stored procedures, Triggers and functions to process the trades using PL/SQL, mapped it to Hibernate Configuration File and also established data integrity among all tables.
  • Designed and developed JSPs, Servlets based on user requirements and deployed them on WebSphere Application server.
  • Involved in Developing the Front-End using JSPs, CSS, JavaScript and HTML.
  • Developed various stored procedures and triggers using PL/SQL.
  • Developed web pages using the JSF Framework for different modules.
  • Wrote Ant scripts to build and deploy the application.
  • Created unit test cases and tested the code using JUnit test components.
  • Participated in unit testing and functionality testing and used Log4j for tracking errors and debugging the code.
  • Deployed the application using WebSphere application server using Rational Application Developer.
  • Continuously monitored bugs and bug fixes in the application process by interfacing regularly with end-users.

ENVIRONMENT: Java, J2EE, JBoss, Eclipse, Java Script, CSS, HTML, Spring, Eclipse, Oracle 10g, PL/SQL, Hibernate, Core Java, MS VISIO, WSAD, Struts, Hibernate, Servlets, Rational Rose, XML, SOAP, SAX, JSP, EJB, JSTL, JMS, IBM MQ Series, HTML, JDBC, CVS, Oracle9i, Unix, Web Logic, Oracle 9i, PL/SQL, WebSphere, Rational Application Developer, Rapid SQL.

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