SUMMARY:

• 7 1/2 years of Experience in Information Technology and nearly 4 years of experience in ServiceNow implementation, development, administration and support.
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Catalog, Knowledge Management, Service Request Management applications and BMC Atrium CMDB.
• Strong Implementation skills developed through years of tool Customization and Integration assignments with Service Now ITSM product.
• 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 in delivering medium to large-scale Service Now implementations.
• Hands on experience in client scripting using different scripting languages like HTML, Java script, JQuery and CSS.
• External Web Services Integration (SOAP based, WSDL and REST based) and experience in working with Scripted Web services, Script Includes, JavaScript and Jelly Scripting.
• Worked on Calgary, Dublin, Eureka, Fuji, Geneva, and Helsinki versions.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Experience in configuring Data Sources, Import Sets, SLA/OLA, LDAP, SSO, Mid Servers and Transform maps.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Expertise in implementation, design, development, documentation, deployment and post-production support following Software Lifecycle using SDLC SCRUM.
• Excellent knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Extensively worked on developing Desktop intelligence and Web Intelligence Business object reports and make enhancements to the existing reports as per the requirements.
• Effective usage of Glide system API and Glide Ajax calls in script includes and other scripting blocks and Experience in creating scripts like Client Scripts, Business Rules, Catalog Client Scripts, UI scripts and UI Policies using Glide Scripting for creating UI Action and business rules.
• Performing migration activities ­ Dev to QA, QA to Prod.
• Experience in integrating ServiceNow with BMC Remedy, Dyna Trace, Work Day, Solar winds and SCCM.
• Actively participated in workshops with ServiceNow teams to help the companies implement ServiceNow using best practices in ITSM and ITAM.
• Excellent communication and interpersonal skills, self-motivated, quick learner and determination to learn new technologies, strong troubleshooting skill and good Team player with excellent interpersonal and team work skills.

TECHNICAL SKILLS:

Languages: JavaScript, Jelly, HTML, CSS, PL/SQL, SQL, XML, PERL, Java/J2EE, T-SQL

Applications: Eclipse, Net Beans, Oracle SQL Developer.

Ticketing Tools: ServiceNow (Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access management)

Databases: Microsoft SQL Server 2008/2005/2000, MS-Access

Operating Systems: Windows, Mac, MS-DOS, Linux, Windows server 2003

Web/App Servers: Apache Tomcat, Web logic Server 8.1/9.2/10, MS IIS 5/6.0, JBoss

Packages/Tools: MS Office Suite, Toad, PuttY, Jira, FrontPage 2000, PG Admin 3, Microsoft Visual Studio 2005/2010

BI Tools: SQL Server Reporting Services (SSRS), SQL Server Integration Services (SSIS), SQL Server Analytical Services (SSAS), BIDS, Tableau.

PROFESSIONAL EXPERIENCE:

Senior ServiceNow Consultant

Confidential, Boca Raton, FL

Responsibilities:

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads, Human resources and Business analysts in understanding the current ServiceNow system.
• Responsibilities include collect, review, analyze, manage, system and user requirements from business users.
• Developed solutions in the service-now platform that are suitable and ITIL compliant, identify and define business solutions for ITIL users.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, CreateNow suite, PPMC Suite, HR Case Management, Time Card, Knowledge and Configuration (CMDB) applications and processes.
• Reported inconsistency of form fields and maintenance of CMDB CI's.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by JavaScript.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Worked on Creating Users, Roles and Groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• Responsible for creating homepages including basic reporting and also active directories.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web services, CSS, HTML5.
• Created dynamic UI applications using HTML and jQuery.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Document existing and future state business processes, define and document functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Maintain the integrity of the service-now tool across production and non-production environments.

Environment: Service now Eureka/Dublin, Windows 7/8, HTML, jQuery, XML, CMDB, Oracle 9i/10g/11g, Toad, SQL*Plus, SQL*Loader, Export/Import, UNIX

Senior ServiceNow Developer/Admin

Confidential, Philadelphia, PA

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Working with client and functional requirements within Service Now.
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change and Asset Management, Service Request, Configuration Management including setup & configuration of MID Server and Configuration Item Discovery.
• 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.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• 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 and data normalization in ServiceNow.
• Extensive experience of integrating ServiceNow with 3rd party tools and implantation of SOAP and REST API.
• Created UI Pages, Macros for CMS using HTML and CSS, Designed frontend with in object oriented JavaScript framework like JavaScript, jQuery and jelly Scripts.
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code
• 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.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Imported Active Directory to Service now using data sources.
• Responsible for Berlin up gradation in ServiceNow and also involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Created data sources and loaded the Service-Now tables with different data formats.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Created transform maps both automatic field mapping and scripting.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, CRM, HTML, Java script, jQuery, CSS, Saas, CMDB.

ServiceNow Analyst

Confidential, St. Louis, MO

Responsibilities:

• Working with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Assist in the import of configuration and asset data.
• Implementation, Customization and Configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Incident, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Designed, developed, and maintained the report portal that provides user access to scheduled reports and report parameters.
• Worked with reporting and configuring service level agreements (SLAs)
• 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.
• Preparing documentation for requirements, design, install and unit testing and system integration of ServiceNow.
• Used PL/SQL with Oracle databases to gather and report on data from the Oracle data gathering and analysis work using TOAD for Oracle.
• Involved in Server side scripting using Script Includes.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Created Update Sets to migrate customizations from one instance to another instance.
• Developed custom programs and configured ServiceNow modules, following departmental guidelines, meeting requirements of specifications.
• Involved in testing universes and reports for correct mapping of the objects and data correctness.
• Preparing documentation for requirements, design, install and unit testing and system integration.
• Involved in production support for all the service now and report related issues.

Environment: ServiceNow Dublin, HTML, CSS, JavaScript, Business Objects XI R2, Crystal Reports, Oracle 10g/11g, SQL Server 2005.

UI/Service Now Developer

Confidential, Sterling, VA

Responsibilities:

• Created various front end forms and associated Client Scripts, UI policies including advance customizations that require modification of UI pages/macros.
• Implemented JDBC export to execute custom SQL queries in the target database based on the requirement.
• Designed and developed technical methodologies under the ServiceNow platform.
• Developed solutions using JavaScript, Web services and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Extensively worked with Apache Jelly to create various types of UI pages and Macro templates.
• Worked on various modules of ServiceNow like incident management, change management, problem management, service catalog, user administration, reporting and discovery.
• Involved in creating Interceptors for Routine, Emergency and Configuration changes.
• Involved in developing the UI pages using HTML, CSS, JavaScript, JSON, jQuery, AJAX.
• Helped SNOW team at TFS for instance upgrades and created a custom module for maintaining test scripts.
• Maintained user accounts, licenses and involved in development of a custom time tracking application.
• Trained service desk team and organized meetings to review content and testing efforts for UAT testing during quarterly releases.
• Used jQuery and AJAX for service calls on pages to interact with the server for information.
• Utilized various JavaScript and jQuery libraries, AJAX for form validation and other interactive features.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.

Environment:, Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, XML, HTML, CSS, AJAX Cloud services, ServiceNow, ITIL, SCRUM.

Web Developer

Confidential

Responsibilities:

• Involved in Requirement gathering phase in order to gather the requirements from the business users and dealing with UX team to continuously accommodate changing user requirements.
• Responsible for translating designs and concepts into highly usable and engaging web applications using a variety of technologies.
• Converted business requirements into technical requirements in preparation of High level design document and Functional specifications.
• Implemented a common styling with the help of CSS across entire application that controls color, layout, width, height, font size, images size and accomplished other graphic related features.
• Created both client and server side validations.
• Design and implementation of new feature or software components for the front-end of a large Web application.
• Used MS Visio, Dreamweaver and Photoshop tools for web application development.
• Developed front-end UI pages and necessary backend classes to support data access and user authorization.
• Daily SCRUM stand-up meeting and provided demo to the business every Tuesday.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Extensively worked on designing web pages using HTML, DHTML, CSS, JavaScript and Ajax.

Environment: HTML, JSON, XSLT, CSS, JavaScript, AJAX, Adobe Dreamweaver, Adobe Photoshop, PHP, MySQL

Software Developer

Confidential

Responsibilities:

• Involved in the design of application using Model View Control (MVC) Architecture and designed Use Cases, Sequence Diagrams and Class Diagrams using UML and Rational Rose and involved in the design documents for program change requests and presented to clients.
• Used Web Services for creating summary and used XML parsers for data retrieval and Involved in writing Spring Configuration XML, file that contains declarations and business classes are wired-up to the frontend managed beans using Spring Web Flow.
• Participated in Daily Scrum meetings & Followed agile methodology, interacted with the client, provide/take feedback on the features, suggest/implement optimal solutions and tailored application to customer needs.
• Used Session and Transport objects to send email through SMTP server.
• Implemented major concepts of Core Java, J2EE, Servlets, JSP, JDBC, MVC, Spring Framework, Java Beans, Web Services and XML.
• Experienced in all phases of usability testing including user profiles and personals, task analysis, contextual research, test moderation and reporting.
• Worked, implemented, and maintained an MVC and DAO architecture utilizing the spring framework.
• Used in J2EE platform covering Java, JSP /Servlet, Web Services, JavaScript, MySQL, Oracle including data modeling and programming (PL/SQL).
• Implemented the user interface using JSP, JSTL, JavaScript, CSS, HTML and Jquery and developed client request validations and processing using JavaScript and HTML.
• Involved in the front end design using HTML, CSS, JavaScript and Jquery and implemented application using Spring MVC framework, use of collection framework including List, Map etc.
• Extensively used Spring IOC, configured application Context files and use of dependency injection using spring annotations.
• Implemented Spring Controllers that integrates with front-end JSP pages developed using Spring Tag library and Implemented front-end using JSP, HTML, JSTL, CSS and JavaScript.
• Used Web services - WSDL for getting credit card information from third party vendors.

Environment: Java, Spring Application Framework Hibernate ORM, Web logic Server, CSS, HTML, jQuery, JavaScript, tag libraries, XML, Windows, Web Services.