SUMMARY:

• Overall 10 plus years of professional IT Experience and 6 years of experience in ServiceNow platform as both Developer and Administrator.
• Configured Applications using Service - Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Direct 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 in configuring and customizing all aspects of Service-now like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Knowledge in HTML, CSS, JAVASCRIPT and JQUERY.
• In depth knowledge on technical implementation on various modules of Service-now like Incident Management, Problem Management, Change Management, Configuration Management.
• Experience with complex integrations within the ITSM environment such as Service Now -Siebel, Service Now - Web service integration with third party application, BMC Remedy and Tally.
• 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.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Good understanding of object oriented analysis design and application development.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Functional knowledge and implementation experience of ITSM frameworks.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Strong 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.
• Strong experience on Unit testing, GUI testing, Integration testing, User Acceptance testing, Regression testing and End to End testing.
• Experience on Development and Execution of Test cases, Test Scenarios and Automated Scripts.
• Excellent interpersonal and communication skills and ability to work in a team as well as individually and interacting with development team and business analyst.
• Proficient in manual and automated testing of applications, good knowledge of QA Methodologies and Practices and proficient in finding Defects & test summary reporting.
• Experience on testing on web applications and standalone applications and testing functional features of the application as well as UI level testing.

TECHNICAL SKILLS:

ITIL: ITSM, ServiceNow (Berlin/Calgary/Dublin/Eureka/Fuji,), JavaScript, HTML, CSS, AJAX

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net, Angular JS, Bootstrap

Java: JDK 1.7, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: Oracle, DB2, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x/7.x, Web Logic 10, Apache Tomcat

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver.

PROFESSIONAL EXPERIENCE:

Confidential, Boston, MA

ServiceNow Developer/Admin

Responsibilities:

• Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current Service now system.
• Monitored and performed Service now admin activities which involve user and group administration.
• Implemented and maintained the Service now platform to meet the business processes and support ITIL.
• Designing and customizing new applications and modules as per the requirements.
• Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
• Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.
• Involves in configuration of Email notification and SMS notification to alert the users of Service now.
• Worked on Service now scripts by using JavaScript.
• Involved in transfer of data from one instance to other by using Update sets.
• Strong in creating various work flows for incident management, change management and service requests.
• Involved in testing forms and reports for correct mapping of the objects and data transfers.
• Good knowledge in designing and implementing of service requests through Service now Catalog.
• Understanding the requirements and designing of work flows.
• Implementing new functionality using Business rules, UI policies, Access control lists (ACL) etc.
• Worked on the System requirement Specifications (SRS) including problem analysis and system definition models.
• Worked on end to end implementation of CTI Integrations.
• Monitored system performance and provided system statistics and reports to the business.
• Created homepages including basic reporting, gauge configuration and dashboards.
• Involved in preparing documentation for installation, design and requirements of Service now.
• Various types of UI pages and Macro templates are created using Apache Jelly .
• Created transform maps using automatic field mapping and scripting.
• Performed Data migration to import data from other applications and external databases.
• Created many standard work flows which are propagated and handled many custom events.
• Worked in Problem management based on requirements gathered through testing.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential, Dallas, TX

ServiceNow Developer/Admin

Responsibilities:

• Successfully worked on business requirements and technical specifications for ITSM platform.
• Strong knowledge in JavaScript for writing Client scripts and Business rules.
• Involved in designing and configuration of work flows.
• Worked on Incident management, Problem management, Change management and Configuration management.
• Configured inbound Email actions to create incidents or requests.
• Modified forms and form sections depending on the items to be configured.
• Developing Service Catalog items as per the requirements of the stakeholders.
• Worked in production support for all the Service now related issues.
• Implemented Service Now process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Involved in planning and coordinating Implementation plan for every release in Service now.
• Implementation of changes effectively to improve the efficiency and automation in Service now.
• Prepared requirement specifications and design documents.
• Strong knowledge in scripting using JavaScript.
• Good knowledge in designing the layout of the forms using UI actions and UI policies.
• Build reports, gauges and homepages.
• Implementing Service now discovery and CMDB and integrating it with Change management.
• Worked in coordinating all the changes through ITIL based change management practises.
• Created and modified Update sets to transfer data from one service now instance to another instance.
• Development of various Service Now applications like Incident Management, Problem Management, Configuration management, Discovery and Portfolio, Project Management & CMDB.
• Involved in creating Import sets to transfer data and transform maps.
• Developed new service catalog items and fix bugs in incident, problem and change management.
• Worked in Release management during product and patch releases.

Confidential, NJ

ServiceNow Developer/Admin

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Uses JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions. Worked on end to end implementation of CTI Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the ServiceNow 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 ServiceNow requirements and developed and configured the ServiceNow 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, Service Catalog, 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 ServiceNow installation, 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.

Confidential, Mount Laurel, NJ

Database developer

Responsibilities:

• Coordinate with the application team (Java developers) to provide them with the necessary Stored Procedures, functions and packages (Stored Procedures, Functions, Cursors, Ref cursor) and the necessary insight into the data.
• Resolved functional issues in business processes through enhancements.
• Converted business logics to logical and then physical design of database systems.
• Performed tuning and optimization on SQL queries using analyze, explain plan, TKPROF utility, SQL Trace and optimizer hints.
• Extensively used SQL*Loader to load data from flat files obtained from various facilities every day.
• Generated server side PL/SQL scripts for data manipulation and validation and created various materialized views, global temporary table.
• Generated scripts for creation of new database objects like tables, views, sequences, functions, synonyms, indexes, triggers, packages, Stored Procedures, roles and granting privileges.
• Handled PL/SQL compile-time, runtime errors, and debugging Stored Procedure for business logic modification, granting and revoking Schema Object privileges and roles, responding to system events through triggers.
• Used nested tables, varrays/associative arrays, string indexed, nested collections; wrote PL/SQL programs using collections and compared associative arrays to collections.
• Involved in data loading using PL/SQL and SQL*Loader, external tables and Kron jobs calling Unix (AIX) scripts to download and manipulate files.
• Developed automated Korn Shell Scripts to schedule the load of flat files on daily, weekly and monthly basis.
• Responsible for gathering the requirements for creating data models for data analysis and reporting.
• Regularly analyze review the Crystal Reports developed and make enhancements to them if recommended by the user.
• Developed cross tab reports, sub reports by using Crystal Reports version XI.
• Performed integration testing for checking complete functionality of various modules.
• Participated in daily status meeting to report any bugs, issues and risks.
• Provided 24*7 production supports for complex modules.

Environment: Oracle 10g, SQL*Loader, TOAD, PL/SQL, SQL*Plus, ERwin, Crystal Reports XI, SQL Server 2005, APEX, UNIX, Perl, ClearCase (Version Control), ClearQuest, Windows 2000/XP

Confidential, Austin, TX

Database developer

Responsibilities:

• Developed PL/SQL Packages, Procedures and Functions for Various Extract Process run through UNIX Jobs.
• Coded PL/SQL Packages and Procedures using Bulk Binding, for all Statements, Dynamic SQL and Cursor Variables.
• Tuned PL/SQL Packages and Procedure to manipulate large no of data using collections like nested tables and arrays.
• Tuned Large Complex Queries and Improved Performance of PL/SQL procedures.
• Created Schema Objects like Tables, Views, Materialized views, Sequences, Constraints, and Indexes.
• Developed and Deployed Traders Oracle REPORTS in Oracle Application Server 9i.
• Generated Oracle FORMS and REPORTS using Designer 6i.
• Designed and Developed Reports using Oracle Discoverer 9i.
• Improved Performance of Discoverer Reports using Materialized views.
• Developed UNIX Shell Scripts for Autonomous Jobs.
• Experience in developing logical and physical database design, data modeling using Erwin.
• Provided Productions supports and ongoing user supports for the application.
• Designed Development Documentation and Support Documentations.

Environment: Oracle10g, Oracle FORMS/REPORTS (10g), Designer10g, TOAD, Oracle Application Server 9i and UNIX

Confidential, St. Louis, MO

Database Test Analyst

Responsibilities:

• Writing Test Plan, Test Scenarios, Test Cases and Test Matrix documents analyzing the Use Cases. Responsible for manually testing the entire application for GUI, Functionality, Business Logic and Use case adherence.
• Writing Automated Test Cases, Test Scripts, and Testing Scenarios, using Quick Test Professional for Regression testing, implementing the required checkpoints and updating them from time to time.
• Utilized SQL and PL/SQL for working with data relating to testing, test dataset creation and verification.
• Analyzing key scenarios to realize crucial functional areas of the application, Creation and Execution of QTP Test Scripts against the Key functional areas and Performance Testing of the Application
• Defect reporting, tracking and generation of reports and graphs for management requirements.