SUMMARY:

• Overall 8 Years of Information Technology experience , 5 years of hands on experience of experience as a Servicenow developer and administrator.
• Experience in Configuring Applications using Servicenow 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.
• A Servicenow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Experience in Service Management and Service Delivery Process. (ITIL Frame Work)
• Generated JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Extensive development in our Servicenow platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JQUERY, JSON, AJAX, Bootstrap and XML.
• Developing JavaScript and configuring Workflows to implement additional features, customizations and enable the process flow.
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.
• Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer module Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experienced in Design, development and testing of web application and integration projects using technologies such as Core Java , JDBC and MVC framework.
• Creating catalog items and creating record producers in service catalog .
• Expertise in PPM module and created different project portfolios in Service now .
• Configured LDAP Server , for pulling user and group data from Active Directory.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, CodeConstruction and Test.
• Provided assistance to clients with thoughtful experience and excellent communication skills withoutstanding skills in problem solving and analysis.
• Excellent work ethics, self-motivated, quick learner and team oriented.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow Berlin/Calgary/Dublin/Eureka/Fuji, Manage Now, ITSM Suite, HP Service Manager, HP Asset Manager and BMC Remedy.

Languages: SQL,PL/SQL,XML, Shell Scripting, JavaScript, VBScript, HTML, Jelly, J2EE, C, C++

Database: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2

Operating Systems: Windows, Unix, Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, Crystal Reports 10, Crystal Enterprise XI, Business Objects, Erwin, MS Office, MS Visio WINSQL,WINSCP

PROFESSIONAL EXPERIENCE:

Confidential, Wayne, Pennsylvania

ServiceNow Developer/Admin

Responsibilities:-

• Worked on end to end implementation of CTI Integration. Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the Service now platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined Service n ow requirements and developed and configured the Service n ow platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management , Servicecatalog, 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 .
• Designed Workflows , along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the Service nowinstallation, 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.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Servicenow.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Currently working to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: Java Script, JSON, Prototype, Web services, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential

ServiceNow Developer/Admin

Responsibilities: -

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow .
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Loaded Configuration Items (CIs) from Excel files into ServiceNow using import sets and Transform Maps.
• Created functional and technical specifications documents for various Servicenow modules.
• Coordinating the instance upgrade activities.
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on CMDB from the scratch.
• Created CI relationships and Suggested CI Relationships.
• Configured multiple forms for Asset module using Configuration Management Database.
• Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.
• 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
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML .
• Integrated with Active Directory for SSO using SAML 2.0
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript , CSS , and HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• 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.
• 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, JavaScript, HTML 5

Confidential, Boston, MA

ServiceNow Developer/Admin

Responsibilities: -

• Involved in requirement gathering sessions with the client and created the specification documents (technical and functional) as per the requirements.
• Created the new Applications and Modules in Servicenow.
• Performed in integration of Servicenow with Oracle SOA Web Services .
• Deployment in migration between various environments in Servicenow using Update Sets and Import Sets.
• Responsible in various upgrade and migration activities.
• Involved in customizing the form design and layout for Incident , Problem and Change Management Processes.
• Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies , UI Actions and Business Rules .
• Designed the Content Management System for Varian system involving layout, CSS and service catalog work.
• Created various workflows for Incident,Problem, and Change Management Service Requests.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software .
• 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
• Written script includes and invoked them in business rules and client scripts.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Created data sources and loaded the Servicenow tables with different data formats.
• Configure transform maps both automatic field mapping and scripting .
• Worked on the integration of Service now with Siebel, integrated Service Catalog and Incident module.
• Expertise in setting up the SLAs as per the requirements.
• Involved in Service Catalog and Request Workflow Design and Configuration
• Knowledge in loading of data into CMDB using discovery and file imports.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Experience on configuring rules for auto incident creation via Remedy SPI as per the requirement placed by various client teams.
• Worked on the Calgary and Dublin Versions of Service Now

Environment: Service Now, AJAX, JavaScript, CSS, XML, HTML, and XHTML.

Confidential, Duluth, GA

ServiceNow Developer

Responsibilities:-

• Development of Service catalog which includes creating new catalog items , designing.
• Work flows and execution plans.
• Maintained business services and configuration item relationships in ServiceNow tool.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Developed necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Performed core configuration tasks including system policies, business rules and client scripts.
• Managed users, groups and roles.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web services, CSS, HTML5.
• Creates Workflow activities and approvals, implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Performed migration activities (Dev to QA, QA to Prod).
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigated performance issues, learnt troubleshooting tools , and used system logs to find issues.
• Developed and improved user systems procedures, and prepared systems documentation.
• Managed all Change Management Information (ServiceNow).
• Established and maintained effective communications with customers, other technology specialists, and vendors about services .
• Developed Service Catalog items based on the requirement provided by the stakeholders .
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Environment: Java Script, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential, Marlborough, MA

Service Now Developer

Responsibilities:-

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Servicenow.
• Worked as an administrator to look after the day to tickets and resolve them on priority basis.
• Working on JAVASCRIPT, AJAX, 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 JavaScript , 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.
• Implementing 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

Web Developer

Responsibilities: -

• Involved in Requirements and Analysis: Understanding the requirements of the client and the flow of the application as well as the application Framework.
• Defined and developed the application's presentation layer using HTML, CSS3, JavaScript and jQuery Scripting.
• Redesigned pages to improve application design and UI to attract the customers by taking inputs from senior management.
• Defined the site layout and developed Wireframes using Adobe Illustrator.
• Implemented AJAX functionality using JQUERY, JSON and XML.
• Created and developed the web-page layout and positioned/developed design elements, using Dreamweaver, HTML and Adobe Photoshop .
• Designed DOM based interactive to reprogram selected links and adopted WCAG 2.0 standards for HTML and XHTML and W3C standards for CSS as well.
• Worked on prototypes for Responsive design.

Environment: JAVA, J2EE, HTML, JQUERY, AJAX, CSS3, XML, JavaScript, Dreamweaver, JSP.