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Service now developer/admin Resume

Keller, TX

SUMMARY:

  • 8 Plus years of IT experience including over 4+ years of good experience on service now development and Administration.
  • Expertise InDesign and configure ITSM (incident, change, problem) in Service - now.
  • Good experience in developing workflows and in customizing the applications in service now using Java script, AJAX, HTML and DHTML.
  • Created business requirement and technical design documents for implementing Service Now.
  • Having production support experience with quickly problem solving capabilities. Advanced knowledge in application development life-cycle process, requirement gathering, analysis, design, coding, testing, quality assurance and implementation.
  • Experience in end to end implementation and customization of Service Now Platform. Configured applications using Service Now tools used in ITIL Management.
  • Manage ServiceNow Applications with Scripts
  • Implemented Asset Management, Discovery, CMDB and Workday integration for user attributes and Onboarding
  • Orchestration combines the Service Now graphical workflow with the MID Server to run Orchestration- specific workflow activities
  • Installed MID Servers on remote desktop and conducted tests required for Discovery
  • Worked with Record Producers, Order Guides, Work Flows and Orchestration in Service Catalog Management.
  • Constructed new applications and modules, Created new Client scripts, Business Rules and UI policies to make client side changes in Service-Now.
  • Advanced knowledge in ITSM applications such as Incident Management, Problem Management, Change Management, Service Catalog, Asset Management, Service Level Management, Knowledge Management and CMDB.
  • Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
  • Installed, configured, and customized Remedy ITSM - Incident, Problem and Change Management.
  • Extensive knowledge of Remedy workflow such as Remedy Forms, Active Links, Filters and Escalations.
  • Implemented & Configured HP Open View products such as Service Manager(SM), Network Node Manager(NNM) and Operations Manager(OM)
  • Tracking of Incidents from open to closure, monitored email & alerts, responded/escalated incidents as per Service Level Agreement(SLA)
  • Worked on Discovery in order to re-locate the devices that were irregularly managed and found a solution in resolving the issues with using the Discovery tool for a better use.
  • Worked on Service Now scripts by using JavaScript.
  • Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
  • Experience in enhancing the Service Now functionality by customized JavaScript code to support the new business needs.
  • Configured Service Now tool for defined processes. Designed and developed script for stake-holders as per the customizations required.
  • Developed Service catalog - catalog items, designing workflows and execution plans.
  • Troubleshot ITSM issues and Integration related work such as CMDB, LDAP and Network Automation.
  • Experience in web development and application development using HTML, XML, & JavaScript.
  • Strong understanding of Helpdesk/Service Desk, ITIL Business Process, maintained service level agreement (SLA) and monitored SLA workflow.
  • Communicated with clients and first point of contact/interface for application issues and outages between Business & Technology Team.
  • Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
  • Extensive experience in working with User Management including Users, Groups, Roles and Access Control Lists (ACL)
  • Hands on experience with loading data from various data sources like File, JDBC and Web Services using Import Sets and Transform Maps.
  • Migrated code between environments using Update Sets. Knowledge on Merging Update sets and Retrieving Completed Update Sets using Update Sources.
  • Worked on Various Web Services Integrations using SOAP and REST.
  • Extensive experience in integrating Service-Now with third party applications like BMC Remedy, HP Service Manager, Sales Force, Tally and NetCool.
  • Worked with Record Producers, Order Guides, Work Flows and Orchestration in Service Catalog Management.
  • Had extensive experience in Reporting and Data Analytics Module.

TECHNICAL SKILLS:

ITSM Tools: Service-Now, ITSM Suite, Service-Now Orchestration, HP Service Manager, discovery Tool, HP Asset Manager, Remedy ARS 7.6.x/7.x/6.x.

Programming Languages: Java, C, C#, HTML, XML, JavaScript, SQL, J2EE JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS

Scripting Libraries: JQuery, Java Script, Apache Jelly, Angular, Knockout, Scripted Web-Services, AJAX, Business Rules, SOAP, REST SSO-SAML Setup and Integration

Databases: SQL Server 2012, Oracle 11g

Web Technologies: HTML 5, CSS, ASP.NET, Web Services, WCF, MVC, REST Web API, AVA Script, XML, AJAX, HTTP.

Application Servers: IIS 6, Apache Tomcat, WebLogic.

PROFESSIONAL EXPERIENCE:

Confidential, Keller, TX

Service Now Developer/Admin

Responsibilities:

  • Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
  • Implemented Service Now ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
  • Planned and implemented a complex, enterprise wide, six sigma, and global, Infrastructure Asset Management In-sourcing project.
  • Started working with new version of ServiceNow- Helsinki
  • Implemented Customizations on the ServiceNow instance
  • Experience with Windows Active Directory automation using Service Now Orchestration.
  • Implemented the project using Ajax, Java Script, HTML, JSP and DHTML as UI components.
  • Implemented the project using SAX, DOM and JAXB to retrieve the data from the xml documents.
  • Implemented the project using Web Services, WSDL, UDDI, and SOAP to communicate with other systems by using apache Axis.
  • Used UI-router to design a single page application and Angular UI, which is Angular bootstrap's TYPEHEAD to achieve autocomplete functionality.
  • UI Screens were developed using HTML5, Java Scripts, Ajax, JQuery Custom-tags, Polymer js, Kendo UI components and CSS3.
  • Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions, UI Policies, UI Actions.
  • Designed many email templates by using html and jelly scripting and used them in notifications.
  • Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
  • Worked on Integrating with external applications and automated processes using Service Now Orchestration.
  • Worked on the implementation for asset management, CMDB to control user assets as per the requirements
  • Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes
  • 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.
  • Created various Order guides, record producers, workflows, execution plans.
  • Integrated with Portrait to get Employee Information and to send Consultant Information using SOAP Messages and Inbound Scripted Web Services.
  • Configured alerts and notifications service catalog options, cart controls and variables
  • Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.
  • Responsible for the creation of MID Server and setting up Discovery
  • Schedule to discover the infrastructure and their relationships
  • Involved in a Proof of Concept project in implementing the CMDB with Discovery and ServiceWatch.
  • Investigated performance issues, used troubleshooting tools and system logs to find issues
  • Integrated Workflows into applications
  • Migrated an application between instances
  • Integrated with HEAT using Inbound Email Actions and Outbound Email Notifications.
  • Created different Server Side Scripts using Script Includes, Business Rules and Transform Scripts
  • Created Client Scripts, UI Policies, Data Policies and UI Actions.
  • Responsible for requesting Cloning. Creating data preservers, Table exclusions and Post Clean up Scripts.
  • Created various reports and scheduled report generation using Pie, Bar, Calendar and List Charts.
  • Preparing Implementation Plan for every release in Service Now and provide Walkthrough to the entire team to execute the steps.
  • Implemented ServiceNow-Salesforce integration from the scratch
  • Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in Service Now.
  • Implementation of Software and Change Management, Service Now Change Management.
  • Developed and validate business requirements for functionality.
  • Document design specifications, configuration, and testing plans
  • Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
  • Integrating Service Now with other systems and customization.
  • Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
  • Managing Service Now (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
  • Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work
  • Integrated LDAP directory to streamline the user login process to automate the administrative tasks, such as creating users and assigning them roles.
  • Integrated LDAP service account credentials to retrieve the user distinguished (DN) from the LDAP Server.
  • Involved in ADAM administration that leverages Windows Integrated Authentication for the initial access to grant for administration.

Environment:: Service Now, Client Scripting, Business Rules, JavaScript, Angular JS, Service-Now Orchestration, Discovery Tool, HTML, Email Notifications, LDAP Integration, MS SQL Server, Jelly Script, Web Services, SOAP & REST integrations.

Confidential, Dallas TX

Service now Developer/Admin

Responsibilities:

  • Worked on UI customizations for forms, lists and UI actions.
  • Implemented Core configuration changes to the platform as well as supporting applications.
  • Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events and System and Upgrade logs).
  • Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Workflow has been created to support the approval workflow and task assignment.
  • Creating new Dashboards, Custom Charts, and Reports.
  • Designed new Templates, triggered various Email Notifications.
  • Created custom reports through the report module in Service Now.
  • Worked as an Architect to in corporate the requirements in the Service Now tool in an optimal way.
  • Coordinated with various stake holders and offshore team on day to day issues.
  • Used Grunt task runner on the client side along with angular JS to perform unit testing, minification and compiling whenever a change in a file is made.
  • Used Gulp JS along with Node JS to perform watch on unit tests, minification and live reloading to apply the changes made.
  • Created custom directives in Angular JS for re-usable components.
  • Used filters while coding in Angular JS.
  • Developed Routing module for the application according to the URL.
  • Involved in implementing the complete Application in the in-build MVC Architecture with Angular JS.
  • Used Grunt task runner on the client side along with angular JS to perform unit testing, minification and compiling whenever a change in a file is made.
  • Implemented unit test cases using Karma Runner and Jasmine for Angular JS on client side and Chai for Node JS for testing endpoints.
  • Worked on ServiceNow: Discovery, Automation, CMDB population, Security & Roles
  • Working experience on Service Now Discovery and Orchestration.
  • Access Control List (ACL) on an SNMP device can prevent Discovery from identifying the device.
  • Implemented ServiceNow Discovery and CMDB and integrating it with Change management.
  • Performed integrations and process automation using Service Now Orchestration.
  • Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Service Now with other systems and customization.
  • Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
  • Developed Team Performance and involved in grooming & mentoring team members on various processes.
  • Create data fix scripts for data corruption issues and perform Root Cause Analysis.
  • Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
  • Educating end users on the usage of service now applications like incidents, problems and service catalogs.

Environment:: Service Now (incident, Problem, Service catalog), Service-Now Orchestration, MS SQL Server, Angular JS, Discovery Tool, JavaScript, HTML and Rest/Soap/XML

Confidential, Seattle, WA

Service-Now Developer

Responsibilities:

  • Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope.
  • Tracking of Incident from Opening to Closure, with timely communication to business.
  • Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
  • Creation and Estimation of efforts for software change requests or enhancements.
  • Team Progress Tracking.
  • Coordinated service catalog options, cart controls and variables
  • Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
  • Investigated performance issues, use troubleshooting tools and system logs to find issues
  • Integrated Workflows into applications
  • Migrated an application between instances
  • Incident Management and Problem Management activities.
  • Reviewing SLA performance and recommend corrective action.
  • To follow up on escalations and issues with clients and management.
  • Prepare Outage reports.
  • Performing and communicating Daily health checks to Management across Clients.
  • Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report

Environment:: Service-Now, Remedy ARS 8.x/7.x, Remedy ITSM 8.1, Service-Now Orchestration, Discovery Tool, Remedy Migrator 7.6, Remedy Data Import 8.1, Crystal reports 2008/9.x, BIRT 2.5.1, SRM 7.6, MS SQL server 2008, JavaScript, HTML and Rest/Soap/XML

Confidential

Remedy Administrator

Responsibilities:

  • Installed and Configured Remedy Action Request System 7.6, Remedy Asset Management (7.6x), and Remedy Change Management (7.6x).
  • Installed, maintained, patched and monitored Remedy ARS to ensure the smooth operation of the Remedy applications.
  • Involved in upgrading Remedy system from ARS 7.5 to ARS 7.6.04
  • Gathered requirements from various business groups/users and converted business requirements into functional specifications.
  • Extensive experience with Direct Customer Technical Support via email / phone for resolving incidents involving Remedy application software including support for user ID login issues (creation, password reset and authentication) and requests regarding the use of application software products.
  • Extensive knowledge of Change/Problem Management system for components and QA software.
  • Extensive knowledge of Change/Problem system involving Remedy software on Unix/Intel Systems Authorized to work in the US for any employer
  • Vast Experience in Change and Problem Management
  • Created and modified reports on the client as well as the web using Crystal reports, AR reports and Access reports. Also created schedule reports using Business Objects Enterprise Server.
  • Experience in Asset Management, Service Request and Incident Management system
  • Experience in BMC Atrium CMDB
  • Experience in creating/dispatching tickets based on ticket complexity for Remedy support
  • Received excellence awards for Remedy Implementations & support for major Telecommunications
  • Received award in improving Remedy performance and Service Delivery
  • Provided after hours support by On Call Paging duties
  • Analyzed and resolved requests regarding application software and hardware products by Logs and tracking requests from identification through resolution
  • Experience with creating Service Request Definition in Service Request Management.
  • Experience with resolving Problem tickets by working with various teams such as Middleware, Wintel, BMC and UNIX to make sure the Problem is resolved with in SLA.
  • Software/Remedy Product Testing -- I was involved in testing software after new Version of Remedy Releases to ensure the new version was working properly, it is compatible and all the fixes were applied.
  • To manage the clients IT infrastructure under various competencies like Incident, Change, Reporting and Service Level Management using ITIL concepts.
  • To make sure the all Critical and Major Incidents are addressed within SLA response and sending out the Critical Alerts for such Incidents.

Confidential

Java/J2EE Developer

Responsibilities:

  • Developed JSP for UI and Servlets, Java classes for business logic.
  • Utilized JavaScript for client side validation.
  • Utilized Oracle PL/SQL for database operations using JDBC API.
  • Implemented DAO for Oracle 8i RDBMS for DML Operations like Insert, Update, Delete the records.
  • Deployed the Applications on Application Server.
  • VSS is used for Software Configuration Management.
  • Test Cases Preparation.
  • Involved in creating unit testing of various layers using JUnit and created automated test scripts for integration testing using Selenium.
  • Used Java Messaging Services for reliable and asynchronous exchange of important information
  • Used JQuery to make the frontend components interact with the JavaScript functions to add dynamism to the web pages at the client side
  • Coordinated with the QA team during the process of making the code move to staging server and testing the application for the several test cases and defect testing.
  • Prepared Documentation and Java Doc.
  • Responsible for the design and development of the framework. The system is designed using J2EE technologies based on MVC architecture. The Views are programmed using struts, JSP pages, Model is a combination of EJB’s and Java classes and Controllers are Servlets.
  • Built CVS and XML file loaders and splitters for financial data
  • Implementation of Spring IOC container, Spring JDBC template, Spring Exception Strategy and AOP.
  • XML messages are used to communicate between web services that are written using SOAP and WSDL
  • Implement the presentation layer (GUI), based on open source framework, involving Servlets, JSP, JSTL, JSF, CSS, HTML, JavaScript and Beans
  • Created different database objects (Stored Procedures, Functions, and Triggers) for the backend MS SQL server.
  • Working Closely with EMC Documentum to implement Engineering Design Storage Repository and Project Document Management.
  • Coordinated with QA team to ensure the quality of application

Environment:: JSP, Servlets, Struts1.2, JMS, JavaScript, Eclipse, Web Sphere Application Server, Oracle, EJB, ANT.

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