SUMMARY:

• A ServiceNow Certified System Administrator with 4+ years of experience in Development and Administration of ServiceNow Platform and as Java Developer.
• Good working knowledge in Java Script and Web Technologies. (XML, HTML, AJAX, CSS, HTTP)
• Participated in process designing sessions and documented ITIL process flows for various modules like Incident, Change, Problem and Service Catalog .
• Participated in upgrade versions of ServiceNow. ( Geneva, Helsinki, Istanbul ).
• Debugging the platform upgrade issues and recurring issues.
• Experience in creating transform maps for importing CMDB data.
• Configuration and customization of Helpdesk, Change/Incident/Problem/Asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Created Knowledge articles, mentored & trained business users & Helpdesk users on ServiceNow platform.
• Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.
• Create an access control rule (ACL). Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Performing ServiceNow core configuration tasks - System Policies, ACL’s, Business Rules and Client Scripts.
• Managing ServiceNow Infrastructure and Integrating with LDAP and other SaaS based applications.
• Integrating ServiceNow with external applications/tools like Event Management both Inbound and Outbound using Web Services, import sets and REST.
• Hands-on experience on IT service management products like asset, service level (related to service catalog), Incident and knowledge management.
• Performing migration activities - Development to Test, Test to Production.
• Creation of custom reports and designing the dashboard.
• Proficient in creating Service Catalog and Request Workflow design and configuration.
• Design and implement of SLA - Service Level Agreement and the required work flow.
• Experience in working with Email notifications.
• Work collaboratively to isolate problem domains and implement simple and successive solutions.
• Team player, result-oriented, self-starter with strong technical, analytical and interpersonal skills, fast learner and excellent communication skills.
• Strengths include self-motivation, creativity and ability to adapt to modern technologies and applications.

TECHNICAL SKILLS:

Programming Languages: C, C++, Core Java, Java Script and AngularJS.

Operating Systems: Windows7 and 8, Linux 7, UNIX.

Application Tools: Service-Now (ITSM Tool).

Languages: SQL, Java, XML, Ajax, HTML, CSS.

Databases: MySQL 5.0.1, Oracle.

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Networking: LDAP, SSO, ITIL, Web Services.

PROFESSIONAL EXPERIENCE:

Confidential, Chicago

ServiceNow Developer/Admin

Responsibilities:

• Participated in SDLC life cycle of Scrum methodology which includes designing, planning, analysis, testing, deployment, and IT general support. Also involved in Project management and implementation through resource planning and agile management.
• Involved in testing phase of implemented enhancements in QA .
• Maintaining data in ServiceNow tables and configuration items .
• Migrating the customizations from non - production to production environments.
• Capturing the customizations made on ITSM modules or any scripting through Update Sets .
• Responsible in handling the reports. Creating, Customizing and Scheduling the reports.
• Working knowledge of ITSM modules like change, incident, service level and knowledge managements.
• Created custom homepages and dashboards for single and multiple users.
• Have built mapping for all devices, applications and configuration profiles. It maps dependencies based on connection between devices and applications mostly implemented top-down service mapping.
• Have experience in updating the CMDB classes with the configuration items like OS, network devices and processes making use of Discovery.
• Maintaining the Forms, Lists, Views, UI policies, UI Actions and other UI elements for Helsinki.
• Maintaining users, roles, and groups, granting roles to users, groups and ACL’S.
• Creating knowledge articles, knowledge bases and maintaining present knowledge article versions.
• Responsible in maintaining the knowledge of ITIL best practices and understanding of network technologies.
• Working knowledge of Performance analytics and KPI mostly in Incident and problem management.
• Experience in PPM suit particularly on AGILE, Release and cost management.
• Hands-on experience in making SOAP and REST calls in creating, retrieving and updating record from the external sources (3rd parties like Google Maps) and configuring MID servers to make it out successfully.
• Hands on experience in creating transform maps for importing CMDB data.
• Responsible for making workflow automations (using orchestration) by configuring the MID servers and run the orchestration activities successfully.
• Experience in creating CMS pages and related content types making using of UI macros, UI pages and particularly using Java script

ServiceNow Developer/Admin

Responsibilities:

• Responsible in implementing the Incident Management, Problem Management, Knowledge Management, User Administration, and Configuration along with Reporting module.
• Experience with architecture and design of enterprise-level integrations.
• Actively involved in requirement gathering and analyzing the requirements.
• Involved in development specifications for the required enhancements
• Cloning production instance to non-production instances.
• Performing weekly releases for completed enhancements.
• Loading data in to ServiceNow using import sets.
• Involved in Active Directory and LDAP integrations with ServiceNow for obtaining user records.
• Re-designed and configured the existing workflows and sub-workflows using ServiceNow workflow editor and maintaining the current workflow versions.
• Creating and configuring SLA’s as per the requirements.
• Creating and maintaining business rules, client scripts, script includes, UI policies.
• Development of service catalog - catalog items, related workflows, and execution plans.
• Participated in the complete process flow of the request made from the client portal.
• Experience in making Soap/Restful calls for outbound web services through import sets using WSDLS/XML and configuring the MID servers to retrieve or POST the data into the instances or from the out sources
• Worked in a SDLC Scenario in implementing and managing the project.
• Experience in building user dashboards for both laptop and mobile usage.

Java Intern

Responsibilities:

• Actively involved in business requirement gathering and analysis.
• Developed JSP pages, Servlets, and deployed them on Tomcat web application server.
• Involved in writing PL/SQL stored procedures, views for backend database access.
• Developed user interface (UI) using HTML and Java servlet pages.
• Used CSS for managing user pages.
• Used Java script and HTML for user interface, servlets as frontend controllers.
• Validation testing in test environment up on completion of development.
• Used MongoDB as backend data base for storing tables and views which are developed using PL/SQL statements.
• Developed Object Oriented Design using UML-Rational Rose.
• Developed data base connectivity using JDBC.
• Performed unit testing using white box and black box testing scenarios for modified codes.