SUMMARY

• Over 8+years of experience in application design and development in various ITSMframeworks like HP Service manager and Service Now
• Over 4+ years of experience on ServiceNowDevelopment, Customizations, Integrations, Maintenance and Administration.
• Experience in working in the AGILE and Waterfall environmentson various projects
• Experience on various ServiceNow customizations as per client's requirement.
• Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, Jelly, AJAX, HTML and DHTML.
• Experience in creating the custom Applications, Modules inServiceNow as per the requirements
• Experience in working on the ITIL Process Configurationlike Incident and Problem Management, Change Management, Knowledge Management, CMDB, Asset Management and Service Catalog Management in ServiceNow.
• Experience on the Implementation and maintenance of Business Rules, Client Scripts
• Experience withAccess Control Lists (ACLs) and SLAs for various ITIL processes as per the requirements
• Change management experience using Update Sets, Import Sets inServiceNow
• Experience in working with the workflows using ServiceNow workflow editor
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow
• Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow
• Excellent experience in ServiceNowAdministration and Production support.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Experience in working with Content Management System(CMS) using Jelly Script and UI Macros
• Experience in working with Scripted Web Services, Script Includes, Scratch Pad
• Experience in generating reports and scheduling the reports in ServiceNow
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
• Hands on experience using DISCOVERY to load configuration information to CMDB
• Experience in creating various probes in CMDB to pull the custom data from various systems
• Extensive experience of integrating ServiceNow with 3rd party tools with SOAP and REST services
• Experienced in different custom applications for automating the business processes of customer.
• Configured SAML 2.0 Single Sign - on authentication, OKTA Single Sign-on authentication.
• Experience in application development using various advanced features of Oracle like Bulk Collect, Autonomous Transactions, Dynamic SQL, and Collections.
• Experienced in writing complex PLSQL Procedures or Functions using advanced PL/SQL concepts.
• Expertise in developing both Logical Modeling and Physical Data Modeling using Erwin
• Experience in SDLCimplementation frameworks like Waterfall and AGILE methodologies.
• Excellent work ethics, self-motivated, quick learner and team oriented.

TECHNICAL SKILLS

Programming Languages: Mainframes (COBOL, CICS, JCL, Eazytrieve and REXX), PL /SQL Visual Basic, C and C++

Operating Systems: OS/390, MVS, MS Windows

Tools: REFORM, Master Craft

Data Bases: ORACLE, DB2,VSAM and IDMS

Special Software: TSO/ISPF, CA-7, FILE AID, QMF, Expeditor, SPUFI, Change Man, IBM Debugger, INTERTEST, WORKBENCH, PANVALET, SDF, ENDEVOR, OLQ, DMLO, Abend Aid and View Direct.

Domain Experience: Investment Banking, Wealth Management, Insurance, Retail

Management Experience: Involved in Project Management Activities in Confidential

PROFESSIONAL EXPERIENCE

Confidential, Minneapolis, MN

Senior ServiceNow Developer/Admin

Responsibilities:

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Developed solutions in the service-now platform that are ITIL V3 compliant and defined business solutions for ITIL users.
• Designed and implemented new functionality using UI Policies and Data Policies
• Implementation of different Applications, Modules, Tables and Views as per client's requirement
• Setup the process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• Involved in coding the Business Rules (Server Side Scripting), Client Scripts (Client Side Scripting), Script includes in the ServiceNow
• Set up the SLA for the incident, problem, change management processes as per the requirement
• Involved in various ServiceNow customizations as per client's requirement.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Designing the Content Management System for Varian system which involved CSS, Service catalogs
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Involved in customization of forms for various ServiceNow applications
• Involved in migration between various ServiceNow instances using Update Sets
• Worked on loading the data into ServiceNow using import sets
• Imported Configuration Items(CI) from third party applications using import set tables
• Experience in configuring email notifications inServiceNow
• Has been part of end user self-service portal management.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record
• Load the data to service-now objects using import sets on daily, weekly, monthly and on demand
• Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation.
• Created Order Guides for New Employee and Contractor On boarding, Terminating Employee and Transfer of Employees.
• Created and loaded catalog items and record producers.
• Created various Catalog Client Scripts and Catalog UI Policies.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Loaded Assets and Configuration Items, Created relationships between Cis and Assets
• Created In bound web services using Scripted Web Services and Import Set Web Services between Service Now and procurement Systems.
• Integrated with BMC Remedy using SOAP Messages and Scripted Web Services.
• Created various outbound Email Notifications using Email Templates.
• Generating weekly reports and metrics for IT management.
• Configured metrics for indicating KPI of the Industry in different measure.
• Created many standard workflows which are being re-used and propagated.
• Documented business processes, 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.
• Provide training on service-now process, operations and capability to all required teams.
• Involved in production support for all the Service-Now related issues.
• Integrated Twilio with ServiceNow for Voice Alert Notification using REST API.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Integrated Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Environment: ServiceNow Eureka/Dublin, Windows 11, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX.

Confidential, Milwaukee, WI

ServiceNow Developer/Admin

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured UI Page and UI Macro using the Jelly and JavaScript.
• Managed end user portal and created dynamic, static block for the content management system.
• Implemented best practice of ServiceNowScripting, which enhanced the System performance.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Implemented ServiceNowITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow). Configured multilevel approval workflow for the change request.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Managing ServiceNow (Change Management) ITILAutomate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Did performance tuning of the ServiceNow and also worked on System Diagnosis.
• Integrated Microsoft Translator with ServiceNow for translating the different string.

Environment: ServiceNow Berlin/Calgary, Windows 10, Oracle 11g, WINSCP, SQL*Plus, JavaScript.

Confidential - Morristown, NJ

ServiceNow/Report Developer

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• 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.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Designed, developed, and maintained the report portal which provides user access to scheduled reports and report parameters.
• Provided user training, guidance and instructions for information retrieval from Oracle databases.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the Service-Now and report related issues.
• Involved in basic SOAP message creation and Web service implementation.
• Implemented Social IT and Chat Application for the end user support.

Confidential, Dallas, TX

Mainframes developer

Responsibilities:

• Analysis of Functional specification, Preparation of Technical Specification and Program Specifications
• Unit Test Plan Preparation, Coding and Unit testing
• System Testing, Providing UAT Support
• Preparation of Live Implementation Plan, Involved in Live Implementation
• Conducting Quality Reviews, Implementing the change requests
• Analyzing the batch abends and failures, Fixing the batch abends within SLA
• Fixing the production tickets and updating the status to the clients
• Data clean-up and correction due to defects
• Regression testing of Defect fixes in different environment before moving to production
• Generating adhoc reports
• Onsite - Offshore co-ordination
• Involved in US-trust and Merrill Lynch conversion.

Confidential

HPSM Developer

Responsibilities:

• Understanding the Business requirements and flow
• Grouping the business rules to prepare flow diagrams.
• Preparation of test cases, Test plans & Documentation, Preparation of test data and test Execution
• Log defects in RIS status log
• Quality reviews, Compliance of the Quality Management System- CMM Level 5 standards.
• Ensure the overall quality of the project using IPMS.
• Understanding user requirements and Impact analysis using WEBENABLER.
• Understanding the Business requirements and flow.
• Preparing use cases and Test plans, Entity Relationship diagrams.
• Design and construction of programs.
• Code development, Walkthroughs and Testing.
• Fixing the identified bugs, by finding the root cause by causal analysis.
• Technical documentation /User Manual preparation.
• Quality reviews, Compliance of the Quality Management System- CMM Level 5 standards. Ensure the overall quality of the project using IPMS

Confidential

Developer

Responsibilities:

• Production support
• Analyzing the existing system.
• Checking the coding standards.
• Analyzing code defects.
• Code development, Walkthroughs and Testing
• Fixing the identified bugs, by finding the root cause.
• Technical and Functional Training to new team members.
• Quality reviews, Compliance of the Quality Management System- CMM Level 5 standards, Process Improvement initiatives with Six Sigma Rigor
• Technical documentation/ User manual preparation.