SUMMARY:

• IT Professional with 7+ years of experience that includes 4+ years of recent experience as ServiceNow Admin & Developer
• Extensive knowledge and experience in implementation and Administration of ServiceNow, Java.
• ServiceNow Administration and Production support including maintenance of lower life cycle instances.
• Experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• 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 on complex integrations within the ITSM environment such as ServiceNow -Siebel, ServiceNow - Webservice integration with third party application.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Excellent knowledge on SLA's, activating plugins, elevated privileges, roles, skills, import sets, knowledge base, service catalog
• Functional knowledge and implementation experience of ITSM frameworks.
• Good understanding of object oriented analysis design and application development
• Good experience in application development using Web development using Java.
• Versatile 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.

TECHNICAL SKILLS:

ITSM Tools: ITSM Suite, ITIL, ServiceNow (Geneva/Istanbul/Helsinki)

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX

Scripting Language: JavaScript, Jelly Script, Client Scripts

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2005/2012, CMDB

Database Tools: SQL Server

Web Technologies: PHP, HTML, Java, Java Script, VB Script, SOAP

Operating Systems: UNIX, Linux and Windows (XP, 7, 8, 9, 10)

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint)

PROFESSIONAL EXPERIENCE:

Confidential - Miami, FL

Sr. ServiceNow Admin & Developer

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Worked on Report, dashboard designing.
• Worked on Design and development of CMDB (Configuration Management).
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Working with integrating and developing Service watch.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the Service-Now and report related issues.
• Involved in basic SOAP message creation and Web service implementation.
• Implemented Social IT and Chat Application for the end user support.

Environment: ServiceNow Berlin, Business Objects XI R2, Oracle 10g, SQL Server 2005, UNIX

Confidential - Charlotte, NC

Service Now Admin & 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 Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in ServiceNow
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on CMDB from the scratch
• Worked on domain separation.
• Worked on Discovery and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Webservices, CSS, HTML5
• Worked on UI Macros to create pages as templates on requirement from the 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.
• 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.
• Working on order guides, to arrange them in sequential order to make the 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: Service-Now, Crystal reports 2008/9.x, NetCool, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008

Confidential - Herndon, VA

ServiceNow Developer

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Worked 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.
• Worked on Service Catalog and Request Workflow Design and Configuration
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• 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 the data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue
• Created transform maps for importing CMDB data.
• Wrote 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 the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the 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 the requirements.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, JavaScript, CSS, CMDB

Confidential, NJ

Java Developer

Responsibilities:

• Involved in Analysis and Design of the several modules in the Project.
• Created use case diagrams, class diagrams, sequence diagrams, deployment diagrams.
• Design & Development of technical specifications using design patterns and OO methodology.
• Developed presentation tire using HTML, JSP, Java Script, and JSF.
• Involved in the Configuration, development and deployment of EJBs, and JSPs & Servlets in Web logic Test Environment
• Developed Database Access Objects (DAO) using the Spring Hibernate Support and using Hibernate Query Language (HQL).
• Developed the java beans (POJO) to represent the model classes and mapped them to the tables using the Hibernate Mapping files.
• Control Layer is Implemented using the Struts Actions classes like Action, DynaAction and MappingDispatchAction classes
• Design and Development of Session Beans for implementing Business logic.
• Involved in all phases (Unit/Integration/System) of testing.

Environment: Java Server Pages (JSP), Struts 2.0, JSF, JavaScript, Java 1.4, Struts 2.0, Hibernate 3.2/ 3.3, Spring 2.0/ 2.5, Web Services, EJB, Servlets, SOAP, XML, IBM DB2, IBM WebSphere 6.0, IRAD 6.0, CVS, WinCVS, ANT Build Scripts

Confidential

Java Developer

Responsibilities:

• Web design and development, application development using HTML, CSS.
• Designed dynamic and multi-browser compatible pages using HTML, JQuery and JavaScript.
• Responsible for design and development of the web pages from mock- ups.
• Responsible for creating the screens with table-less designs meeting W3C standards
• The user profile is retrieved from the database using web services.
• Used Servlets and Business Delegate to define and implement Business Logic Layer.
• Implemented Server and Client side validations using JSP and Servlet validation controls.
• Created Web Services using Java
• Designed and developed several stored procedures, views, functions for all the DML functionality of the web site.

Environment: JSP, HTML, CSS, JavaScript, JQuery, Java, Oracle and MS-Windows XP