SUMMARY

• A Qualified IT Professional with 6+ years of experience with more than 3 years of experience as a Service - Now suite developer and administrator.
• Experienced in Upgrading the Service Now Instance from Fuji to Geneva latest Patch.
• Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts in ServiceNow
• Functional knowledge and implementation experience of ITSM frameworks
• Experience in working on the ITIL Process Configuration like Incident, Problem, Change Management, Knowledge configured and Reports in ServiceNow.
• Experience on various ServiceNow customizations as per client’s requirement.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements
• Strong experience in customizing the form design and form layout for various on the ITIL Process Configuration like Incident, Problem, Change Management in ServiceNow
• Change management experience using Update Sets, Import Sets in ServiceNow
• Experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow
• Experience in working with the workflows using ServiceNow workflow editor
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow
• Excellent experience in ServiceNow Administration and Production support.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships
• Experience on working with DISCOVERY tool
• Strong experience in working with Scripted Webservices, Script Includes.
• Hands on experience in web development using HTML, JavaScript, Jelly and CSS
• Well versed in Database Administration and Management.
• Good experience in application development using Java/J2EE, Jsp, Structs and Spring
• Experience in all phases of SDLC such as Requirement Analysis, Design, Code Construction and Testing
• Excellent analytical, problem solving and communication skills
• Strong interpersonal skills, ability to interact with people at all levels.

TECHNICAL SKILLS

Programming Languages: C, C++, JAVA, SAS, C#, PL/SQL

Scripting Languages: JavaScript, Angular JS, HTML, CSS, XML,JSON

Operating Systems: OS/390, MVS, MS Windows

ITSM Tools: ServiceNow

Data Bases: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012

Tools: and Packages: Rational Rose, MS Office

Software Methodologies: SDLC, Waterfall, Agile

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

Service Now Developer

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Collaborate with IT and business teams to gather, develop and validate business requirements for new functionality or enhancements.
• Define and meet standards for implementations in ServiceNow to ensure consistency and supportability of customizations.
• Follow Change Management and Problem Management processes regarding the automation of ServiceNow.
• Develop and test ServiceNow Customizations including, but not limited to: screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting and third party software integrations.
• Administer access to the ServiceNow system including group and user management.
• Assist in the data collection for organizational metrics.
• Worked on Integration between Problem Module of ServiceNow and JIRA Issues.
• Provided Support to SDG(Store Data governance) a customized application created by the GPC.
• Created Catalog Service Requests and associated Workflow process as per the client requirement.
• Worked on Enhancements to the change Management, Problem Management and Incident Management Modules.
• Coding JAVASCRIPT, GLIDESCRIPT, AJAX to Run Business Rules, Client Scripts and UI policies.
• Represented ServiceNow team at Change Approval Board meetings to co-ordinate scheduling and avoid any unnecessary impact.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Created Database views for reporting.
• Worked on loading data into CMDB using Transform Maps and maintained MID Servers.
• Hands on Experience on Project Management and Time Card module.
• Created Reports for different assignment groups within organization and provide training to the employees in creating reports.
• Worked on enhancements to On-call Scheduling module include adding new Rota’s and change the rotation.
• Development of SLA for the organizations Implementation of ACL.

Environment: Service Now Fuji, JavaScript, Web services, Windows 7

Confidential, South Lake, TX

Service Now Developer/Admin

Responsibilities:

• Involved in Requirement Gathering and Analysis, Development, Testing and deployment of multiple ServiceNow modules.
• Identified and Recommended the ITIL v3 methodologies to delivered technical methodologies around the ServiceNow platform.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements, developed and configured the ServiceNow platform.
• Involved in creation, testing and deployment of a Custom application.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, and Reporting.
• Involved in discussion with other technical teams to meet the business and technical requirements for ServiceNow such as SMTP Admin, IBM Data power, Webservices Owners and DBA to build integration to external and internal systems, currently using as SMTP (EMAIL), MID Server and Web Service (Construction, integration testing).
• Used HTML and Bootstrapping to customize the user interfaces.
• Worked on CMDB and Asset management.
• Enhanced the existing LDAP integration and modified business rules.
• Experience with relational databases such as MySQL, SQL*Plus, MS SQL Server and Oracle 11g.
• Performed Data migration to import data from other applications and external databases.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created and customized various front end forms.
• Created record producers.
• Involved in Creation and modification of various UI Policies, Data policies, Client scripts, Business Rules, Script includes, UI Actions
• Created Data Sources and used Import sets and Transform maps to import data into ServiceNow.
• Created Update Sets to migrate customizations from one instance to another instance.
• Created various SLA as per client requirement with the Incident Management applications.
• Created Email Templates and Email Notifications.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services, Email integrations, LDAP.
• 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.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Provided training and support to ServiceNow users.

Environment: ServiceNow, JavaScript, Oracle 10g, SQL Server 2005, and UNIX.

Confidential

Service Now Developer

Responsibilities:

• Worked as an administrator to look after the day to tickets and resolve them on priority basis.
• Working on JAVASCRIPT, GLIDEAJAX, and GLIDESCRIPT to run Workflows, Business Rules and UI Polices.
• Coordinating the instance upgrade activities.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Configured multiple Catalog Items Front-end web / GUI components using GlideScript, SOAP, Web services, CSS, HTML5.
• Developed On-Boarding and Off-Boarding service catalog and automated the process of removing access for all the applications the user was given access to.
• Worked on Discovery to update and insert computer related information on a regular basis.
• Worked on LDAP integration to update the users and groups.
• 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.
• Worked on CMDB and Asset management.
• Creation of Email Notifications and Inbound Actions.
• Development of SLA for the organizations Implementation of ACL.
• Performed code migration using Update Sets.
• Developed Import Sets to import data from different Sources. Developed Transform maps to map values between Import Set and Service Now tables.
• Created all the reports of Incidents, problem and change management.
• Assigned designation roles for the user and gave access to the users

Environment: Service Now, JavaScript, HTML 5, Web services, Windows 7

Confidential

UI Developer

Responsibilities:

• Gathered Involved in translating Business Requirement into Technical Requirement.
• Involved in all the phases of SDLC including Requirements Collection, Design and Analysis of the customer specification from the Business Analyst.
• Involved in developing the UI pages using HTML, CSS, JavaScript, JSON, jQuery, AJAX.
• Designed UML class diagrams and Use Case diagrams to understand the code easily.
• Oracle9i database was used as back-end layer
• Used JDBC API to communicate with the database.
• Developed various test cases such as unit test, mock test and integration test using JUnit.
• Used jQuery and AJAX for service calls on pages to interact with the server for information.
• Utilized various JavaScript and jQuery libraries, AJAX for form validation and other interactive features.
• Used AJAX, JSON to send request to the server to check the functionality of the website.
• Developed the presentation layer and GUI framework that are written using JSP
• Client-side validation was done using JavaScript.
• Extensively involved in the development of Java Server Pages (JSP).
• Involved in performance and SQL Query optimization.

Environment: HTML, CSS, JQuery, JavaScript, AJAX, JDK, JDBC, SQL, Oracle9i, XML, Apache Tomcat, JSP, JUnit, UML, and UNIX

Confidential

Java 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.
• Refract existing project to make it more RESTful and thread-safe.
• 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: HTML, JQuery, JavaScript, XML, XSLT, API’s