SUMMARY:

• Overall 8 Years of Information Technology experience , 5 years of hands on experience as a ServiceNow developer and administrator.
• Experience in managing process, technology and IT service management solutions, ITIL processes, customizing and configuration of ITSM tools.
• Hands - on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Experience with configuring and implementing Service-Now Applications/Modules with working knowledge of its built-in capabilities including Plug-ins, Workflows, UI elements, tables, dictionaries, integrations and dependencies.
• Generated JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Exposure to Service-Now platform tools like Discovery and Orchestration Environment.
• Expertise in developing Client Scripts, Business Rules, Script Include, Import sets.
• Worked on REST integration and SOAP based Inbound/Outbound Web Services, right from consuming, testing along with integrating with ServiceNow.
• Experience in web development and application development using HTML, JavaScript and CSS, J2EE.
• Excellent expertise in developing and maintaining Service Catalog items.
• Expertise in CMDB bulk data loads, data reconciliation with the help of Import sets and transform maps.
• Experience in developing workflows and in customizing the applications in ServiceNow using Java script, Jelly, AJAX, HTML and DHTML.
• Configured LDAP Server , for pulling user and group data from Active Directory.
• Provided assistance to clients with thoughtful experience and excellent communication skills without standing skills in problem solving and analysis.
• Excellent work ethics, self-motivated, quick learner and team oriented.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow Eureka/Fuji/Geneva/Helsinki/Istanbul/Jakartha and BMC Remedy.

Languages: SQL,PL/SQL,XML, Shell Scripting, JavaScriptVBScript, HTML, Jelly, J2EE, C, C++

Database: Oracle8.x/9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2

Operating Systems: Windows, Unix, Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, Crystal Reports 10, Crystal Enterprise XI, Business Objects, Erwin, MS Office, MS Visio WINSQL,WINSCP

PROFESSIONAL EXPERIENCE:

Confidential, Madison, WI

Sr. ServiceNow Developer/Admin

Responsibilities:

• Designed and delivered technical methodologies around the Service Now 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 Service N ow requirements and developed and configured the Service N ow platform.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management , Service catalog, User Administration , Reporting and Discovery .
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• 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.
• 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.
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs.
• 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.
• Currently working to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: ServiceNow Jakarta/Istanbul, Java Script, Prototype, Web services, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Cloud services, ITIL, SCRUM.

Confidential, Wayne, Pennsylvania

Sr. ServiceNow Developer/Admin

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow .
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.
• Worked on CMDB from the scratch.
• Creating the UI pages to use them in catalog items, implemented using UI scripts .
• Creating Knowledge articles to document the steps in creating the catalog items.
• Worked on Upgrading instance from Fuji to Geneva and also worked on instance Cloning.
• Worked on various ServiceNow customization, enhancements as per Client requirements.
• Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML .
• Integrated with Active Directory for SSO using SAML 2.0
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript , CSS , and HTML5.
• Performing environmental promotional activities from Dev to QA to Prod.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Writing script includes invoking them in reference qualifiers or variable scripting.

Environment : ServiceNow Fuji/Geneva/Helsinki, JavaScript, HTML 5.

Confidential, Boston, MA

ServiceNow Developer/Admin

Responsibilities:

• Involved in requirement gathering sessions with the client and created the specification documents (technical and functional) as per the requirements.
• Created the new Applications and Modules in ServiceNow.
• Performed in integration of ServiceNow with Oracle SOA Web Services .
• Involved in customizing the form design and layout for Incident , Problem and Change Management Processes.
• Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies , UI Actions and Business Rules .
• Designed the Content Management System for Varian system involving layout, CSS and service catalog work.
• The service we also provide to clients is a semi managed service for administering their Service desks, Service watch that has been implemented. This includes various administration tasks within Service desk software .
• Written script includes and invoked them in business rules and client scripts.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Configure transform maps both automatic field mapping and scripting .
• Expertise in setting up the SLAs as per the requirements.
• Coordinated QA activities and make sure to follow QA testing process.
• Involved in Service Catalog and Request Workflow Design and Configuration
• Knowledge in loading of data into CMDB using discovery and file imports.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Worked on the Calgary and Dublin Versions of Service Now

Environment: ServiceNow Fuji/Geneva, AJAX, JavaScript, CSS, XML, HTML, and XHTML.

Confidential, Marlborough, MA

Service Now Developer

Responsibilities:

• Development of Service catalog which includes creating new catalog items , designing.
• Work flows and execution plans.
• Maintained business services and configuration item relationships in ServiceNow tool.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Developed necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Performed core configuration tasks including system policies, business rules and client scripts.
• Managed users, groups and roles.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web services, CSS, HTML5.
• Creates Workflow activities and approvals, implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Performed migration activities (Dev to QA, QA to Prod).
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigated performance issues, learnt troubleshooting tools , and used system logs to find issues.
• Developed and improved user systems procedures, and prepared systems documentation.
• Developed Service Catalog items based on the requirement provided by the stakeholders .
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Environment : Java Script, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential

ServiceNow Developer

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Worked as an administrator to look after the day to tickets and resolve them on priority basis.
• Working on JAVASCRIPT, AJAX, and GLIDESCRIPT to run Workflows, Business Rules and UI Polices.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript , SOAP, Web services, CSS, HTML5.
• Worked on Discovery to update and insert computer related information on a regular basis.
• Worked on LDAP integration to update the users and groups.
• Implementing the UI pages to use them in catalog items , implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Worked on CMDB and Asset management.
• Creation of Email Notifications and Inbound Actions .
• Development of SLA for the organizations Implementation of ACL .
• Performed code migration using Update Sets.
• Developed Import Sets to import data from different Sources. Developed Transform maps to map values between Import Set and Service Now tables.
• Created all the reports of Incidents , problem and change management.
• Assigned designation roles for the user and gave access to the users.

Environment : Service Now, JavaScript, HTML 5, Web services, Windows 7.

Confidential

Web Developer

Responsibilities:

• Involved in Requirements and Analysis: Understanding the requirements of the client and the flow of the application as well as the application Framework.
• Defined and developed the application's presentation layer using HTML, CSS3, JavaScript and JQuery Scripting.
• Redesigned pages to improve application design and UI to attract the customers by taking inputs from senior management.
• Defined the site layout and developed Wireframes using Adobe Illustrator.
• Implemented AJAX functionality using JQUERY, JSON and XML.
• Created and developed the web-page layout and positioned/developed design elements, using Dreamweaver, HTML and Adobe Photoshop .
• Designed DOM based interactive to reprogram selected links and adopted WCAG 2.0 standards for HTML and XHTML and W3C standards for CSS as well.
• Worked on prototypes for Responsive design.

Environment: JAVA, J2EE, HTML, JQUERY, AJAX, CSS3, XML, JavaScript, Dreamweaver, JSP.