SUMMARY:

• A Qualified IT Professional with 4 years of overall IT experience and specifically 3 years as a ServiceNow developer/administrator in Designing, Configuring, Administering, Scripting, Customization, Deployment and Integration of the ServiceNow ITSM platform, Performance Analytics.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Hands on experience in Istanbul, Helsinki, Geneva, Fuji.
• Experience in Installation and Configuration of different modules of ServiceNow.
• In - depth knowledge of the technical implementation of Change Management, Demand Management, Release Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations .
• Strong experience in JavaScript.
• Experienced in all phases of Software Development Life Cycle (SDLC) , quality management systems and project life cycle processes.
• Extensive experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Worked on upgrade from Fuji to Helsinki, owing to flexible enhancements by Helsinki .
• Experience in working with Content Management System (CMS) using Jelly Script and UI Macros .
• Developed a web-based reporting for Credit Monitoring System with HTML, JSTL 1.2, Custom tags.
• Involved in Data Integration and Migration with the existing Legacy systems using data loader.
• Experience in working with Workflows, Import Sets, and Update Sets .
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Working experience with relational databases like Oracle, MS SQL Server, My SQL .
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow .
• Proven experience on Incident, Problem, Change, Service Catalog requests, Reports and Web Service Integration along with MID Server .
• Experience in ITIL, ITSM V3 processes, Web services , Business Rules, Client Scripts, Workflows, Web Protocols, and Service Catalogs in ServiceNow .
• Experience in migrating between various environments in ServiceNow using Update Sets.
• Experience on creating, monitoring, modifying, and publishing service catalog workflows with approvals .
• Profound experience in creating access control rules (ACL) . Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
• Experience in implementing Single Sign On (SSO) using SAML 2.0.
• Loads, manipulates and maintains data between ServiceNow and other systems.
• Configuration Development and development of Requirement Integration components ( SSO, LDAP ).
• Formidable 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.
• Experience in developing and have worked on applications in Java and J2EE technologies .
• Experience in web development and application development using HTML , JavaScript, Ajax and CSS , J2EE .
• Experience in using Web services for transmission of large blocks of XML data using (SOAP).
• Experience in web based and application development using Java Beans, Servlets, JSP, XML, Web Services.

TECHNICAL SKILLS:

ApplicationTools / Frame works: Service-Now (ITSM Tool), Manage Engine (ITSM Tool), HP Service Manager, NetBeans, Eclipse, Springs, Dreamweaver CS4, MySQL Workbench

Languages: C, C++, Java, J2EE, JavaScript, XML, XSL, HTML, XHTML, CSS, SQL

IDE’s: SVN IDE, Force.com IDE

Version Control Tools: Rational ClearCase, VSS, WinCVS, RequisitePro, ClearQuest

Operating Systems: Windows XP/Vista/7, Linux, Macintosh

Web/J2EE Tech: Servlets, JSP, JDBC, Java beans, JNDI, HTML, AJAX, DOJO, JavaScript, CSS, XML, EJB, Hibernate, Web services, JSR 168/286

Tools: Log4j, JUnit, Apache Ant

App & Web Servers : Liferay 5.x/6.X, Weblogic Server 9.x/10.x,Jboss4.x, Tomcat 5.x/6.x., Apache

PROFESSIONAL EXPERIENCE:

Confidential, St Louis, MO

Sr.IT Application Engineer SME/Servicenow Developer/QA Tester

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.
• Gathered requirements from users for attributes needed to develop Service Catalog items.
• Identified and Recommended the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow
• Created various front-end forms.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions, UI Policies, UI Actions.
• Created Update Sets to migrate customizations from one instance to another instance.
• Created Email Templates and Email Notifications.
• 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.
• Involved in New portal Development.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Created various SLA's as per client requirement with the Incident Management applications.
• Worked as a mentor for the Entry level Folks.

Environment: ServiceNow, Windows10, Oracle 11g, SQL*Plus, JavaScript, UNIX, Java Script, JSON,jQuery, Web services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, KANBAN

Confidential, Robbins dale, MN

ServiceNow Developer/Administrator

Responsibilities:

• 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.
• Developed and Implemented Service Catalog right from the scratch to order new catalog items and request for any financial assets according to the network

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

Confidential, Jersey City, NJ

Servicenow Admin/Developer

Responsibilities:

• Development of Service catalog which includes creating new catalog items , designing workflows and execution plans.
• Created functional and technical specifications documents for various ServiceNow modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Coordinating the instance upgrade activities.
• Used Web applications CSS, JavaScript and jQuery .
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Coordinated ServiceNow environment/form back-end customizations . Notified clients and updated documentation
• Worked on PPM project management and demand management .
• Worked on CMDB from the scratch. Worked on domain separation.
• Worked on customization and configuration of Service Watch , Dashboards.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Involve in design, development, administration and deployment of ServiceNow.
• Ability to handle incidents within SLA terms.
• Expertise on using DISCOVERY (Service watch) to load configuration information to CMDB .
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Configured multiple forms for Asset module using Configuration Management Database .
• Resolving typical Users access and roles issues by checking active directory and users table.
• 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.
• 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.
• Working on different kinds of variables and variable sets.
• Working on order guides , to arrange them in sequential order to make the user comfortable while raising a request.
• Integrating Service catalog module using Web Services and fixing the issues which come up while the tolls are getting interacted.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes to invoke them in reference qualifiers or variable scripting.

Environment: ServiceNow, Java Script, Ajax, XML, DISCOVERY, Web Services, SOAP, and Encryption.

Confidential, Mountain-view, CA

Servicenow Admin/Developer

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.
• Facilitating rollout of new applications and modules .
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Created various workflows for Incident Management , Change Management, Service Requests and SLA's.
• 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.
• 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.
• 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.
• Written script includes and invoked them in business rules and client scripts
• Imported many ci’s using import set tables
• Imported Active Directory to Service now using data sources.
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it .
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

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

Confidential

Java Developer

Responsibilites:

• Involved in various phases like design and development using Rational Unified Process.
• Worked on a project to develop online portal for administrators.
• Used Rational Rose for the Use Case Diagrams, Class Diagrams and Sequence Diagrams to represent the detailed design phase.
• Developed a web-based reporting for Credit Monitoring System with HTML, JSTL 1.2, Custom tags.
• Developed user interface on Jakarta Struts 1.1 Framework using JSP 2.0 and HTML .
• Used Java/J2EE Design patterns like Business Delegate, Session Facade, Data Transfer Object (DTO) and Service Locator in the project extensively, which facilitates clean distribution of roles and responsibilities across various layers of processing.
• Developed Struts Action Class which route submittals via Business Delegate to Business appropriate components and render retrieved information.
• Used Web services for transmission of large blocks of XML data using (SOAP).
• Used XML and SOAP with SAX parser to transfer data between applications.
• Used Entity Java Beans for persistence.
• Used SQL stored procedures with JDBC API for storing, updating user request.
• Participated in database design using Oracle.
• Used Web-sphere Application Server 5.0 for deploying various components of application.
• Used Web Sphere Application Development for developing the application.

Environment: J2EE specification, IBM, WSAD, Spring, Struts, Hibernate, Rational Rose, XML, SOAP, SAX, JSP, EJB, JSTL, IBM MQ Series5.1, HTML, JDBC, JavaScript, Servlets, CVS, Oracle, Unix