SUMMARY:

• Around 5 yrs. of IT Service Delivery experience in designing, customizing, developing, testing, implementing and maintaining IT applications & solutions on - ServiceNow platform. Tailor the platform to meet client’s operational needs, to fit and express unique Service delivery model.
• Modify OOB functionalities - Modules, develop custom applications, provide technical support and aligning to Service Management best practices.
• Good understanding of ITIL standards, Web 2.0, database design, schemas, data modeling, PaaS & SaaS model, Agile SDLC methodology - scrum roles & responsibilities, process and participate. Involve in Agile SDLC - Requirement analysis, Technical feasibility, Story estimation, Development, Testing, Code migration and Release management.
• Automate routine tasks, create, customize and support Management reporting & Dashboards with custom data source, Database views, Load, manipulate and maintain data between instances
• Prepare test cases, detailed architecture and technical designs, functional and technical documentation, facilitate and plan Product upgrade and maintenance including System Upgrade, Clone, Patch & Hot-fix as and when required.
• Stay current with tool capabilities by recommend new features, Demo and showcase how new features can fit into current processes, suggest and implement Industry best standards in ITIL, SaaS, PaaS, Web 2.0 and IT Security.
• Follow and adhere to enterprise governing standards such as CR, GRC guidelines, Enterprise Information security policy & guidelines and Industry standards such as (HIPAA - Healthcare) as part of development and information handling process.
• Ability to articulate technical terms/jargons in business language, work across multiple projects, wear multiple hats -- including internal and external customers, technologists, including C-level executives.
• Drive business solution from inception to end (initial Project discussion to Release & Support), develop simple, intuitive & cross-platform solutions and manage & co-ordinate with offshore developers and deliver on time.

TECHNICAL SKILLS:

Programming Languages: JavaScript, Java, Python, SQL, HTML, PowerShell

Database: MySQL, MongoDB

JS Framework: AngularJS, jQuery, Bootstrap

Identity & Access: LDAP/AD, Single Sign On Multi-SSO, SAML

Web Services: SOAP, REST & Scripted

Data Import/Export: XML, CSV, Excel, HTTP/FTP, JDBC

Mobile App: ServiceNow app (iOS and android)

Education: Bachelors of Arts BBM (May-2008)

MBA in Information systems (Dec-2015)

Certifications: ITIL v3 Foundation Certified (Aug-2014)

ServiceNow Administration certified (Aug-2014)

Service: Now Skills:

Glide system, Glide Record, Business rule, ACL, workflows, Client scripts, Service Catalog, Scheduled job, Scripted actions, Service Portal, Plugins, Widgets, UI Pages, UI Customization & views, Dashboard & Reports, Ajax, Apache Jelly, AngularJS, Bootstrap, Custom Apps, CMDB - implementation and Organize, Catalog client scripts, Database views, UI policy, UI actions, Script include, Inbound actions, Web services (SOAP, REST, Scripted), CMS, Service portal, Custom Notifications, Mail scripts, Branding, Events, SLA and OLA, Plugins, UI customization, Reports, Template, UI pages, DB views, reports, and much more.

ITSM: Incident, Major Incident Management & Review, Problem, Change & Release, Request, CMDB - implementation and Organize, Service Catalog, Knowledge, Survey, SLA/OLA

ITOM: Discovery, Event management, Orchestration

ITBM: PPM, Demand, Resource Management (Time-sheet), Financial planning, Performance Analytics, SAM

IT Security: Security Operations, Governance, risk management and compliance (GRC)

HR Delivery: HR Case management, Scoped Custom Application, On-boarding, Time-sheet

Other features: Custom Applications, Service Portal (custom widgets & UI pages), Integration (SOAP, REST & Scripted), Mobile Apps (custom module, push notification), Reporting, Inbound actions, & other OOB objects.

PROFESSIONAL EXPERIENCE:

Confidential, Frisco, TX

ServiceNow Developer

Roles and Responsibilities:

• Participate in Agile SDLC Methodology - requirements gathering, story creation, grooming, technical analysis & feasibility, story estimation & prioritization, development/coding, testing as part of daily Scrum process.
• Work with internal & external customer, executives, Process owners, Technologist, subject matter expertise/non-IT professionals, act as a bridge to gather requirements, capture technical and functional requirements, prepare documentation to meet service demands.
• Creating HR KB articles, preparing documentation, facilitate and prepare Demo/proof of concept/ prototypes, Trainings to end-user & non-technologist
• Resolve Incidents, perform day-to-day administration & technical support as part of Tool support. Handle Incident, Request, Change on regular basis along the development process
• Administer and managing ServiceNow instance administration in all environment (Dev, Test, QA, Sandbox & Production) and provide technical. Be responsive to support production outages and critical issues during non-business hours.
• Develop, configure and customize IT solutions on ServiceNow, including, UI customization, Client Script, Business Rule, Workflow administration, ACL, UI policy, UI Actions, Script include, Notifications, mail script, inbound action, Custom Scripting, data import, integration (SAOP & REST), UI actions, UI policies, homepage administration, survey, custom UI pages, request catalogs, Record producer, Service Portal, UI pages, Widgets and much more.
• Perform release management activities - release planning, update set migration (DEV test, Test to QA, QA to Prod), perform Release, fix the issues reported and provide post-release support. On regular basis, monitor system health & performance, recognize and report issues, automate regular tasks, adapt to changing priorities and work independently.
• Develop large and complex Catalogs items and Order guides for Service Portal with complex workflows, notifications and scripting to automate the fulfillment process.
• Service Portal - Design and develop dynamic, intuitive and responsive interfaces - including UI Pages, custom widgets, Banner and various SP features using AngularJS, Bootstrap, JavaScript, HTML5, CSS and other Web2.0 technologies.
• Dashboard & Reporting - Create, customize and support Dashboards and reports including selection of custom data source, create Database Views to view complex data, styling, grouping, aggregation, filters, etc.
• Develop and maintain cross platform solutions - Mobile app from end to end, create custom modules/functionalities, branding, theme, UI customizations, etc. Add catalog items as Mobile Modules to access via Mobile App.
• Prepare documentation, knowledge articles, act as internal consultant, assist in tool maintenance & troubleshooting, training
• Facility tool System clone, upgrades, patches and hot-fix and test new features prior to rollout including post implementation analysis, testing and fixing irregulates.
• Participate in technical and business discussions, evaluate & recommend potential improvements, to processes, procedures and tool improvements.
• Participate on data import from various sources, creating transform maps and data validation.
• Work with ServiceNow HI support to fix platform issues/defect/support, and fix code and customizations based on best practices suggested on ACE report.
• Responsible for the Web-integrations with different systems like Azure, OIM, CA PPM, Workday, Event management using SOAP, REST & Scripted Web services.
• Provide product Demo, trainings, prepare service metrics and custom reports to facilitate product support, training and decision making.

Confidential

Programmer Analyst

Roles and Responsibilities:

• Maintain existing applications, develop and implement ITIL methodology and process.
• Develop, code, test core application such as Incident, problem, change, Request to implement core ITSM processes and align to current processes.
• Translates business requirements into technical requirements, analyzing technical feasibility, coding, testing and code migration.
• Create schedule job to run scripts, import data and scheduling reports.
• Works with internal and external customers to facilitate product demo and provide technical support.
• Build custom pages, UI customization, notifications, UI pages and write test scripts for UAT.
• Participate in Agile SDLC process including requirement analysis, estimation, development and release.
• User administration, import data from multiple sources, data validation and maintain data integrity.
• Interact with process owners and understand the business requirements and write technical documents.
• Provide end-user support as part of support process and co-ordination with other teams to suggest process improvements.
• Integrate with internal and external systems via SOAP, REST and Scripted Web services.