SUMMARY:

• Over all 8+ years of experience in IT industry with 3+ years of very good experience in ServiceNow Development, Maintenance, Implementation and Administration.
• Expertise in Design and configure ITSM (incident, change, problem, Configuration Management Database) in ServiceNow.
• Having 6 years of experience in the field of Quality Assurance and Automation.
• Extensive experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution.
• Expertise in Design and developing custom applications in ServiceNow and utilize its potential in SaaS (Software - as-a-Service).
• Expertise in Design and development of CMDB (Configuration Management) in ServiceNow.
• High Level experience with Integrations in ServiceNow.
• Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.
• Good experience in working with Java Script, CSS, HTML and XHTML.
• Experience with Job scripting with the help of scheduling tool Control-M.
• Experience in developing custom developed application using ServiceNow.
• Implemented ServiceNow ITSM applications Incident, Change, and Helpdesk Management
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
• Developed business requirements and technical design documents for implementing Service-Now.
• Extensive use of defect tracking tools including HP Quality Center and Clear Quest
• Effectively and efficiently worked with Oracle, MS-SQL, MySQL, MS-Access databases
• Excellent knowledge of Microsoft Office Applications.
• Proven communication and personal skills.
• Quick starter, Self learner and a good team player with excellent leadership abilities

TECHNICAL SKILLS

Service Now ITSM Service Now Administration and Support: (Service Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access management (RITM), LDAP, Personalizing Forms, Personalizing Lists, scripting, Create update sets, Move update sets between instances, ICM changes, testing)

Testing Tool: HP Quality Centre 10.0 and 11

Web Services: SOAP, RESTful

Database: Oracle 9i, Oracle 10G, Sql Server

Operating Systems: Windows 2008, 2003, 2000, XP, UNIX, Sun Solaris 5.9

Programming skills: Java, Javascript, VBscripting, XML

PROFESSIONAL EXPERIENCE

Confidential, CA

ServiceNow Developer /Admin

Responsibilities:

• Updating Incident/Problem/Change module based on client feedback.
• Designed a company-wide service catalog that offers a collection of services
• Worked extensively with support activities for Incident Management, Problem Management, Change Management, Knowledge Management.
• Hands on experience with Integrations
• Created business rules using JavaScript as per the requirement.
• Create Outbound email templates using HTML
• Created and moved update sets to different ServiceNow instances.
• Fix code issues, source control and migrate the solution to production environment following the IT processes of client.
• Post implementation, worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
• Workflow design and implementation
• Work on various ServiceNow customization, enhancements as per Client requirements
• Access request Management (RITM)
• CMDB and Knowledge Management
• Create and move update sets to different ServiceNow instances.
• Data Management and report creation
• Testing of different integration and changes to ServiceNow instances.
• Customer / vendor meetings and Reporting's Documentation and providing user trainings.

Environment: ServiceNow ITSM tool, JavaScript, SQL, LDAP, HP Quality Center

Confidential, El Segundo, CA

Service Now Developer /Admin

Responsibilities:

• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also Workflow has been created to support the Approval workflow and task assignment.
• New fields were added to support the client requirement along with the set of business and client rules to fulfill client requirement.
• Involved in customization of UI for a knowledge base.
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents.
• Created update sets for configuring in different instances i.e., temp, test, uat, dev and production instances.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work
• Created and moved update sets to different ServiceNow instances.
• Creating new groups and adding users to the groups in ServiceNow
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.

Environment: ServiceNow ITSM tool, Java Scripts, SQL, LDAP, HP Quality Centre

Confidential, Los Angeles,CA

Software Quality Engineer

Responsibilities:

• Agile methodology was implemented in the work environment.
• Used Customized Framework for Action Level and Script Level standardization in QTP.
• Maintenance of test scenarios, scripts and regression test suites
• Validation of PTC Integrity MKS Tool (Process Management Tool similar to ServiceNow)
• Extensive Descriptive programming to automate the tests.
• Automating regression test suite for batch testing.
• Created connectivity with database through manually and ran SQL queries on the analyzer.
• Modified object property both with vbscript and QTP.
• Created the regular expression, and output values in the application. Checked for Broken links and number of links using QTP.
• Created Data Driven Tests in QTP that randomized the test data, for testing the AUT with real life test conditions using Excel file and database.
• Created and maintained Automation Framework by implementing documentation and standards using QTP.
• Worked on LoadRunner for performance testing.
• Checked Log files of credit cards through Unix
• Created WSDL and SOAP requests for functional testing using SOAPUI by adding assertions for validation.
• Used Quality Center for reporting the bugs and writing the test cases.
• Automated the test scripts for the GUI, Functional, Data Driven and Regression testing using QTP.
• Fully integrated with Quality Center for Test Management activities, created separate test sets for each release based on the severity.

Environment: PTC Inegrity MKS Tool, ColdFusion, SQL, LDAP, HP Quality Center

Confidential Lean,VA

Software Quality Engineer

Responsibilities:

• Developed Test plans, test cases, test scenarios and strategies facilitating the testing flow.
• Used functionality testing on the application using QTP with hybrid approach.
• Effectively performed negative testing using Recovery Scenario Manger of QTP.
• Performed data driven functions using flat files and excel spreadsheets and thus reused the functions with various data sets in QTP.
• Created Automated Regression Test Scripts and used Mercury QTP to run regression test cases
• Implemented Regular Expressions in the script to handle dynamic windows/ objects.
• Usage of different checkpoints for evaluation ran synchronization on test scripts and developed reusable actions and action parameterization on these actions.
• Used Descriptive Programming to handle dynamic Objects using VBScript.
• Performed database testing on Oracle Database and tested data input.
• Created Test Suites and Test Cases to validate Web Services using SOPAUI.
• Performed integration, GUI, system, Database, Smoke, UAT and regression testing.
• Extensive usage of Quality Center for storage and maintenance of requirements, tests, test cases, defects and scheduling automation of test cases.
• Reporting defects/bugs on Quality centre for tracking and evaluation.
• Generated reports and graphs for frequent evaluations from Quality Center.
• Coordinating with developers and business analysts for the regular updates on requirements, builds and defect review meetings.

Environment: Java, Oracle 10g, C#, Mercury QTP 9.0, Quality Center 9.5, XML, SOAPUI, Web Spehere, Web Logic.