SUMMARY:

• 7+ years of experience as IT professional with over 6 years of experience in ServiceNow Analysis, Development, Maintenance, Support and Administration and Java/J2EE.
• Over 4 years’ experience as a ServiceNow System Administrator and Developer.
• Extensive knowledge and experience in implementation and Administration of ServiceNow, BMC Remedy.
• Experience in ITSM Suite of applications using ITIL V3.
• Wide range of implementation experience with many global clients in the ServiceNow suite development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.
• Working experience of various phases of Software Development Life Cycle (SDLC) such as Design, Code Construction and Testing Methodologies and good working knowledge on Software Development Methodologies like RUP, Agile Scrum, Waterfall and V - model.
• Web development experience with HTML, JavaScript and CSS, working with various aspects of Web Services likes WSDL.
• Experience on Networks, Web applications, Email (SMTP, POP3) and protocols.
• Excellent Client interaction skills and proven experience in working independently as well as in a team.
• Exceptional ability to quickly master new concepts and a proactive team player with good analytics.
• Experience in the fields of Client Scripting using different scripting languages like HTML, JavaScript, and CSS.
• Experience in migrating configuration between various environments in ServiceNow using Update Sets.
• Experience in implementing various IT Service Management processes like Incident Management, Change Management, Problem Management, Knowledge Management, Configuration & Asset Management, Service Catalog, and Release Management with extensive knowledge on Content Management System.
• Experience in Service Management and Service Delivery Process. (ITIL Frame Work).
• Strong understanding of ITIL V3.
• Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations.
• Created and configured new Applications in Service-Now and customized the applications using Business Rules, Client Scripts, UI Actions, UI Policies, External Data load using Transform maps, etc., as part of new application roll outs of Infrastructure Management.
• Good understanding and hands-on Glide Forms, Records, Scratchpad, AJAX and Glide System used in UI Actions, Business Rules, Client Scripts.
• Good understanding of Helpdesk / Service Desk and hands-on experience of employee Self-service Portal (SSP) customizations.
• Worked on UI Pages, UI Macro, Scheduled Jobs, Script Includes and Events.
• Ensure that technical designs meet functional design requirements as well as maintain the integrity and sustainability of the application.
• Experience in loading data from upper environments to lower environments into ServiceNow instances using Import Sets.
• Configured ServiceNow tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Worked on ServiceNow ITSM solutions to give end to end visibility into ITIL processes and infrastructure through a single system of record.
• Hands on experience on working with Dublin, Eureka and Fuji.
• Experience in requirements gathering, technical design documents, process implementation, testing and interaction with the direct clients and stake holders.
• Prepared various documents like Functional Specifications Document and Design Document.
• Pursue a proactive approach to problem solving.

TECHNICAL SKILLS:

ITSM Tools: Service-Now, ITSM Suite, HP Service Manager, HP Asset Manager, BMC Remedy

Programming Languages: Java, C, C#, HTML, XML, Angular.js, JavaScript, SQL

J2EE: JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS, JSON

Scripting Libraries: JQuery, Java Script, Apache Jelly, Angular, Knockout

Databases: SQL Server 2012, Oracle 11g

Web Technologies: HTML 5, CSS, ASP.NET, Web Services, WCF, MVC, REST Web API

Application Servers: IIS 6, Apache Tomcat, Web logic

PROFESSIONAL EXPERIENCE:

Sr. Service Now Consultant

Confidential, San Jose, CA

Responsibilities:

• Working as an implementation specialist in implementing the Asset Management project for Cisco.
• Responsible in understanding the user stories and architect the design in implementing the technical solution.
• Articulate the business needs to the team and effectively translate the functional requirements to technical details.
• Implement the technical solution using efficient combination of Client Scripts, UI Actions, Business Rules and Script Includes.
• Develop the ESS portal to enhance the user experience for the Asset Management Portal using CMS modules.
• Understand the complex architecture of the data providers and map it to the system using Web Services (SOAP and REST).
• Responsible for Access control to different tiers of users by leveraging ACL's, UI Policies and Data policies.
• Involved in a Proof of Concept project in implementing the CMDB with Discovery and Service Watch.
• Worked with internal and external stakeholders to assess current state processes and tools, defined ServiceNow requirements, developed and configured the ServiceNow platform.
• Responsible for the creation of MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.
• Worked on the setting up of collector for Service Watch to discover the business services top down.
• Involved in setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.
• Responsible for setting up the CRUD operations on CMDB using SOAP and REST Web services.
• Responsible for creating multiple UI screens to demonstrate the capability and easiness to develop new UI's with Client Scripts and Business Rules.
• Created reports and dashboards to showcase the tool capabilities.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, User Administration, and Reporting.

Environment: Incident Management, Problem Management, CMDB, Client Scripts, Business Rules, UI Policies, Workflows, Access Control, Discovery, LDAP.

Service Now Consultant

Confidential, Madison, WI

Responsibilities:

• Created, developed, and administered two complexes custom ServiceNow applications, using application studio and Helsinki - Service Portal.
• Troubleshoot, maintain and resolve difficult ServiceNow issues and enhancements with configuration and/or JavaScript updates, which includes Workflow creation, mail scripts and notifications.
• Developed a custom application that integrates with Change Management, so that the users in custom application do not have to leave their ticket to raise a change ticket.
• Implemented auto-save functionality - the form auto saves all the data entered in it for a set interval that helps user not to worry about losing data.
• Built customized reports based on business requirements that helps manager get a good understanding of team work pace.
• Integration with Oracle database to pull data into CMDB tables and scripted incoming data so that it matches to ServiceNow data format using transform maps and data sources features.
• Integrated with monitoring tool to get Virtual Machine data to CMDB and built relationships between ESX Servers, Data Center, Clusters, Virtual Machines and applications that show in BSM map.
• Uses scripting tools and ServiceNow functionality, create script to automate routine tasks being done in ServiceNow.
• Receives specifications from the IT department to deliver a product/release that meets the needs presented.
• Create business requirements, technical specifications documents, create use case documents, create test case and manage project work cycles as a member of the ServiceNow development team.
• Acted as Sr. Business Analyst on projects for development and implementation of process for the software ServiceNow.
• Researches and Deploys new releases and/or enhancements into the ServiceNow live environment.
• Works directly with Management to align ServiceNow with IT organization strategy and adherence to ITIL Foundation requirements.
• Liaised with business units and interfaced with stakeholders to prioritize requirements based on business needs in ServiceNow modules.
• Provide guidance and advice to project team on ITIL conformance and best practices for ServiceNow projects.
• Deployed a change management process on ServiceNow, assess organizational needs and execute plans to ease the organization through technological cultural transformation. Establish division communication and engagement strategy.
• Coordinate relationships business & technical teams to detail user stories (requirements) to be approved for Sprint & Release plans through ServiceNow SDLC.
• Customized UI Appearance for Problem and Change Management Application which is simple,
• Intuitive and easy to use.
• Liaise between business and technical personnel to ensure a mutual understanding of processes and applications.
• Engage client to gather software requirements/business rules, and ensure alignment with development teams.
• With ServiceNow Project Portfolio Management (PPM) we easily aligned resources to strategy with centralized demand management and empower our teams with productivity tools to deliver higher quality services faster.
• Provide insight and expertise into the ServiceNow platform capabilities and vendor product roadmap; manage the ServiceNow solution design, Implementation of ServiceNow Governance Program, Coordinates multiple business unit transition plans to ServiceNow,
• Interpreted data for the telecommunications department and analyzed using statistical techniques and provided ongoing reports.
• Adapt to changing business needs, and respond/react accordingly to support the customers' requirements.
• Creating application instances such as Prod, Stage, Dev, Test, QA etc., and create relationships to the integration, databases, Database instances, servers, etc.
• Speak with application owners to verify information on each application, capturing data and learning everything about the application by asking detailed analytical follow-up questions.

Environment: ServiceNow, ITIL, Jelly Scripting, JavaScript, Web Services, XML, JQuery, JSON.

Service Now Consultant/ Admin

Confidential, Atlanta, GA

Responsibilities:

• Implemented the configuration of various modules like Incident / Change / Release / Problem / Asset /Configuration Management Modules.
• Gathered ample information while working with networking team, Operating systems team in developing a project.
• Reviewed, recommended and developed technical solutions on the ServiceNow platform.
• Strong fundamentals ITIL/ITSM V3 processes.
• Worked a few projects with Mid Server, Web Services, Email and other relevant technologies to integrate tools with Service Now.
• Created many standard workflows which are being re­used and propagated and handled many custom events.
• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rule.
• Created many scripts which include Business rules and client scripts.
• Good knowledge on Single Sign on and event based integrations.
• Implemented workflows and web prototypes for Client requirements.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Created various high level customized Client Scripts and UI Policies.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
• Created complex transform scripts in transforming the data into the SNOW database.
• Create generalized framework for repeating problems and incidents.
• Design and Implementation of service requests through service catalogue in ServiceNow.
• Analyze problems, create new solutions and new techniques, Developed many SLA and tables.
• Involved in Managing and configuring BMC Remedy.
• Follow up with clients and customers on process requests, special requirements etc.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.
• Using various external Web services developed a BMC Remedy.
• Defining the process for each service request.
• Built forms from scratch along with advances customizations at the level of UI Macros/UI page as per the complex requirements.
• Discussing the business requirements with clients and documenting them into process requests.
• Check the change management document and verify the changes.
• Assist in Release Management during product and patch releases.
• Provide training sessions on ticketing tools, reporting and data entry.

Environment: Incident Management, Problem Management, CMDB, Client Scripts, Business Rules, UI Policies, Workflows, Access Control, Discovery, LDAP.

ServiceNow Developer

Confidential

Responsibilities:

• Performed installation and testing of provided updates and new releases.
• Worked with business users to identify and refine business requirements and workflows.
• Reporting to include data extraction, import/export data, publishing, distribution, cataloging, report scheduling
• Expertise on ServiceNow Discovery module, and also comfortable in deploying discoveries in a multi-datacenter environment.
• Good knowledge in Java & java script programming skill.
• Worked in the development of various forms using SQL development Skill.
• Strong knowledge of relational databases and SQL
• Very large scale Web software development experience HTML and XHTML, XML,CSS
• Strong AJAX development experience to include; familiarity with system programming and web protocols.
• Understanding of IT service management and the ITIL business process.
• Maintained service level agreement (SLA) and monitor an SLA workflow.
• Created new service catalog requests and items with variables.
• Created, monitored, modified, and publish service catalog workflows with approvals.
• Created and have used update sets to move and customized between systems to Search, populate and customize the knowledge base.
• Created an access control rule (ACL).

Environment: Form Creation, Business Rules, Script Include, Client Scripting, Jelly Scripting, Email Notifications.

BMC Remedy Developer

Confidential

Responsibilities:

• Developed reports using Crystal Reports, Visual Basic, and Access
• Administered the SQL and Oracle Database servers that served as the backend for Remedy ARS
• Integration with LDAP Active directory - auto population of people data in Remedy.
• Integration of third party web application with remedy through inbuilt remedy web services. Used CREATE, SET and GET operations for automation of ticket in remedy. Web based application has invoked remedy web services for creating and updating of remedy tickets.
• Installation of BMC Topology discovery tool and configured to integrate with BMC remedy ITSM CMDB Suite.
• Integration with BMC Remedy and Netcool for inflow of alarms which created tickets in remedy.
• Defined, developed, and implemented Asset and Change management requirements using the Remedy asset and change management modules.
• Defined and administered work processes and business rules to meet SLA requirements within the Remedy SLA Module
• Designed, administered, and implemented Remedy AR System 4.x and 5.01 applications that reflected group work processes and business rules
• Gathered and documented requirements for user groups
• Designed Remedy applications according to product architecture to comply with environment variables and evolution of the application.
• Installed and configured the Remedy AR System 4.x and 5.01 on UNIX and NT platforms.

Environment: Remedy ARS (7.x and 6.x), ITSM 7.1, Incident Management 7.0.1, Change Management 7.0.1, Problem Management, Asset Management, (6.x), SLA, Remedy Migrator 7.0, Remedy Import, CMDB 2.1, Crystal Reports, TOAD, Windows 2003/XP, Oracle 9i.

Java Consultant

Confidential

Responsibilities:

• Involved in requirements gathering, analysis, design and testing of the complete system.
• Implemented the presentation layer using JSP, HTML and CSS.
• Configured Tomcat Apache for deployment.
• Designed and created various tables required for the project in MySQL database.
• Developed the application using Eclipse.
• Part of the team which was responsible for designing and developing the application in n-tier fashion as per struts based MVC architecture standards
• Designed and developed the Web-based User Interface on Jakarta Struts Framework using Java, Beans, Servlets, JSP and JavaScript.
• Extensively used JavaScript for client side validations.
• Responsible for developing the Registration modules of the wholesale application
• Utilize various Java Design patterns to develop Business modules based on the required functionality
• Responsible for developing the application level flow by utilizing Java, JSP and Struts
• Developed the business components (in core Java) used for the calculation module (calculating various entitlement attributes).
• Responsible for developing the OS specific scripts (Shell Scripts) for automating the closing doc Process.
• Wrote stored procedures and functions on Oracle.

Environment: Java, J2EE, JSP, Servlets 3, HTML, JavaScript, CSS, XML, and Tomcat 6.