SUMMARY:

• 7+ Years of professional IT Experience in analysis, design, development, testing and implementation of Client/Server and Web - based N-tier architecture.
• Worked in the Front-end development using technologies like HTML, jQuery, CSS, and JavaScript.
• Experience in Installation and Configuration of different modules of ServiceNow.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Created Knowledge articles & Helpdesk users on Service Now platform.
• Experience in Configuring Applications using Service Now tool, used in ITIL Management. Deep functional and technical knowledge of the Service Now platform as well as experience-deliveringmedium to large-scale Service Now implementations.
• Gathering requirements and converting BRD's into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Experience in working with different modules in ITSM, ITOM, ITBM.
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.
• Handle the tasks of providing guidance to engineering staff on methods, procedures and requirements for entering Configuration items into the CMDB
• Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer moduleConfiguration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.
• Experience in designing User Interface (UI) applications and professional web applications using HTML4.0/5, XHTML, CSS2/CSS3, JAVASCRIPT, JQUERY, AJAX, JSON AND XML
• Created ESS Portal with knowledge base through a user-friendly website
• Working experience on CSS Background, CSS Positioning, CSS Text, CSS Border, CSS Margin, CSSPadding, CSS Table, Pseudo Classes, Pseudo Elements and CSS Behaviors in CSS.
• Worked on performance analytics for Governance Risk and Compliance ( GRC).
• Extensive experience on implementing the AJAX features using JavaScript and jQuery.
• Proficient in developing web page quickly and effectively using, HTML 5, CSS3, Jelly Script, JavaScript andjQuery.
• Good Understanding on PowerShell Scripting.
• Very good understanding IT related technologies (Java, J2EE, . Net, Mainframe, Webservice, and Middleware) to discuss with developers and business.
• Participated in workshops with Service Now partner teams to help companies implement Service Nowusing best practices in ITSM.
• Create an access control rule (ACL). Use of scripting tools and Service Now functionality to create
• Script to automate routine tasks being done in Service Now.
• Hands Experience on Business Rules, Client Scripts, Schedule Jobs, UI Actions, UI Polices.
• Worked on Agile and Scrum method environment and implemented the changes required by thebusiness owners on a regular basis
• Configuration Development and development of Requirement Integration components (SSO, LDAP)
• Strong skill set in the Service Now suite development including SOAP/REST integration.
• Web services, Discovery, Workflow, and CMDB. Implemented of Discovery from scratch, by installingMID Servers on remote desktops.
• Configure ServiceNow tool for the defined processes. Design and develop scripts for any customizationrequired. Supporting Power shell scripting in workflows.

TECHNICAL SKILLS:

Tools & Technologies: ITSM, ITIL, ITAM, ITOM, CMDB, Discovery, Java, IBM Watson, ServiceNow.

Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL, RPGLE, CLLE, COBOL

Scripting Languages: JavaScript, Jelly Script, HTML, CSS, Ajax, .Net, XML, JQuery

Tools: and Packages

WORK EXPERIENCE:

Confidential - Memphis, TN

ServiceNow Developer

Responsibilities:

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Worked on Service Catalog and implemented new functionality using Business Rules, UI Policies, and Access Listsetc.
• Designing of Content Management System which involved layout, CSS and Service Catalog work.
• Enabled service portal plugin and implemented service portal by designing the pages and configuring thefeatures in the service portal.
• Utilized the Service Now Service Catalog for users to create Service Requests and Service Items.
• Maintain the integrity of Service Mapping tool across Production and Non-Production environments.
• Created complex transform scripts in transforming the data into the SNOW database.
• Service Now application development; including creation and configuration of Service Catalogs, EmailNotifications, Data imports and exports.
• Experience in designing, developing and administering ITSM suite of applications, Asset Managements and Web services and functional knowledge in experiencing ITSM frameworks.
• Responsible for the Service Now upgrade from Jakarta to Kingston Have been instrumental in handling the entireupgrade activities and fixing the issues post upgrade.
• Good hands-on experience with Geneva, Helsinki, Istanbul, Jakarta and Kingston.
• Configured Event Management (ITOM) by configuringConnector Instances and Connector Definitions.
• Implementing ServiceNow ITOM product, including Discovery, Service Mapping and Active Directory Password Reset (Orchestration) Applications.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration itemrelationships in Service-Now tool and upgrade to Jakarta. Working on the latest release Kingston.
• Involved in the upgrade of service now instance from Fuji to Istanbul.
• Worked on creating surveys after the closure of incident tickets and service Requests.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Performed migration between various environments in service now using Update sets.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Establishes and maintains effective communications with customers, other technology specialists, and vendorsabout services.
• Defined new validations through AngularJS for the form field validation implemented throughHTML5.
• Managing client scripts, UI policies, UI actions and Data policies.
• Maintains existing applications. Creates code that meets system standards.
• Develop, configure and maintain Custom service requests using Advanced Interface forms in Service Request
• Management application to meet Request catalog requirements of the IT business users.

Environment: LDAP, Bootstrap, Angular JS, CSS, ServiceNow, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB.

Confidential, Houston, TX

ServiceNowDeveloper

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and end usersto understand the existing functionality, current state processes, tools to get a better view of the Business Processesand functionality to document and configure the ServiceNow Platform.
• Deliver reporting and analytics solutions to business stakeholders using ServiceNow performance analytics.
• Define the right key performance indicators (KPI’s) that align to business objectives.
• Create new jobs, indicators, breakdowns, widgets and dashboards.
• Designing and Implementation with the ServiceNow ITSM platform (Incident, Problem and Change)
• Responsible for the Service Now upgrade from Istanbul to Jakarta. Have been instrumental in handling the entireupgrade activities and fixing the issues post upgrade.
• Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, ChangeManagement, Problem Management, Knowledge, CMDB in ServiceNow
• Loaded assets into SNOW from third party system using Web Services and Import Sets.
• Responsible documentation for Configuration, Customization, Integration with External Services,
• Administrating ServiceNow processes (User management/Group management), writing Catalog client scripts and UIpolicies to make client-side changes.
• Manage recurring activities like job schedules, user access permissions, exception report creation etc.
• Involved in discussion with other technical teams to meet the business and technical requirements for ServiceNowsuch as SMTP Admin, IBM Data power, Web-service Owners and DBA to build integration to external and internalsystems, currently using as SMTP (EMAIL), MID Server and Web Service (Construction, integration, testing).
• Development of Service catalog which includes creating new catalog items, designing workflows and executionplans.Creating database views to pull the reports on variables which are being used by catalog items. Creating the UIpages andusing them in catalog items.
• Configured multiple Catalog Items; Front-end web / GUI components using JavaScript, web-services integrationusing SOAP and REST, CSS, HTML5
• Created UI Actions, UI Actions, Business Rules, and Client Scripts extensively using Glide Forms, Records, ScratchpadAJAX and Glide System used in.
• Tested in Jasmine for the Angular controllers and directives
• Experience with ServiceNow discovery tool service watch to discover and import CMDB items, establishingrelationship between datacenter components which comprises business services.
• Worked on CMDB from the scratch. Configured multiple forms for Asset module using Configuration ManagementDatabase.
• Also, I have working experience on Asset Management to track the finances of the company property, wherein Iworked with colleagues from finance department and IT services end users. We used to manage and oversee the assetlifecycle.
• Creation of Workflows for Service Catalog items and Knowledge articles in ServiceNow.
• Coordinated the instance upgrade activities.

Environment: ServiceNow, Crystal reports 2008/9.x, Netcool, CSS, HTML, Angular,Web Services, CMDB.

Confidential, Jacksonville, FL

ServiceNow Developer

Responsibilities:

• Customization of applications and tables for Incidents and Service Requests for the first point analysis on tickets and assigning them to other service lines based on the scope.
• Develop and maintain the application architecture for business functional areas in compliance with the enterprise architecture.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documenting user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA’s) and operation level agreement (OLA’s).
• Worked on Incident management, change management and Problem management modules as per the requirements, I have also worked on other modules such as, CMDB and Knowledge base.
• Daily tasks included customizing the existing or creating new Business Rules, Scripts- Includes; Client catalog script, Client Script. As per the business requirements. Creating UI Actions for Buttons and context menus on form and lists so that the whole application to any user is user-friendly any easy to handle.
• Designed and implemented ServiceNow Integration solution with Emails, SMS and Alerts to raise and resolve the incidents from remote locations.
• Implementing Angular Router to enable navigation from one view to the next as customer performs application tasks.
• I have also worked on the plug-ins in ServiceNow application. Configured and enabled the chat functionality for Service Desk ticketing application built in ServiceNow.
• Develop code in mid-tier server integrating ServiceNow.
• Responsible for establishing the single sign on through LDAP, making the sign in process easy by using the company’s login portal.
• Created transform maps for importing CMDB data and data from other company applications. Thus, making the import of the data from existing database tables easy and quick.
• Created ServiceNow suite configuration in ServiceNow fulfillment, service catalog, Dash board.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements. To make a calculated assumption for the business.
• Created directory system agent using LDAP server.
• Created portfolio in PPM module to measure the progress of several projects at the same time and to create multi- project reports for analysis.
• Worked on offshore team and can understand encryption/decryption methodologies.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Written script includes and invoked them in business rules and client scripts
• Imported many Configuration Items using import set tables and adding them to ServiceNow to get the work more streamline.
• Imported Active Directory to ServiceNow using data sources.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.

Environment: ServiceNow, Asset Management, Angular, Incident Management, Problem Management, HTML, Java script, CSS, CMDB.

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Contributed ServiceNow Customizations as per client's requirement.
• Supervised Performance Analytics and Client Reporting for both Institutional and Retail portfolios across 4 different product lines.
• Collaborated with business users to develop and update Business Requirements document (BRD) and Functional Requirements document.
• Self-Involved with Configuration, Web Services, Catalog Client Scripting, SOAP, Developing complex workflows.
• Developed workflows and customized the applications in ServiceNow using Java script, Jelly, AJAX, CSS and HTML.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, creating a service ticket, Schedule a call from the service desk and schedule a time for solving the issues.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Change management experience using Update Sets, Import Sets in ServiceNow.
• Experience with Access Control Lists (ACLs) and SLAs for various ITIL processes as per the requirements.
• ITOM, ITSM delivery and support for Multi-Site.
• Extensively used Hibernate in developing data access layer.
• Developed custom CRM Web Application Systems by using C#, SQL Server for supporting end user’s operations of small and medium businesses.
• Developed a unit-testing framework by customizing spring's JUnit extension for testing the application.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Formalized on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.
• Maintained the integrity of the ServiceNow tool across production and non-production environments. Involved in production support for all the ServiceNow related issues.
• Configure security settings or access permissions for groups or individuals.
• Influenced with business analyst to create and modify Service Catalogs and Request Workflow Designs and implemented new functionalities.
• Deployment of the web service converted java interfaces daily to a Web Sphere testing environment for subsequent development of the front end.
• Identify issues with the requirements. Suggest and direct the stakeholders to potential resolutions of such issues.

Environment: ITIL, ITSM, ITOM, Scrums, MID servers, JavaScript, HTML, CSS, CMDB, Business Rules, Service Catalogs, Integrations, Linux, Oracle 10g, PL/SQL, Workflows, Transformation maps and Access Controls Lists.

Confidential

Remedy Developer

Responsibilities:

• Analysis and evaluation of the requirements within ITIL framework and industry best practices.
• Configuring Remedy ITSM, Asset Management, RKM and SLA Management.
• Creating Remedy Forms and Workflow objects to customize BMC Remedy OOB applications and custom functionality.
• Defined, developed, and implemented Asset and Change management requirements using the Remedy asset and change management modules.
• Interacted with BMC and internal teams to help solve critical issues.
• Working with Discovery tools to discover and Import Configuration items into Remedy CMDB.
• Configuration of CMDB, Normalization engine and creation of Re-con jobs.
• Manual creation of CI’s which are non-discoverable.
• Asset management activities like CI management, catalog management, creation and maintenance of Contracts and Software Licenses.
• Raising Purchase requisitions and working with procurement teams.
• Maintaining Asset Life Cycle.
• Creating Asset to People, Contracts and Location relationships.
• Involved in the various customizations of Asset Management module for the hardware Request Process, Asset Decommission process.

Environment: WINDOWS 2008, BMC Remedy ARS 8.1, ITSM 8.1 Suite, SLM 8.1, SRM 8.1, RKM 8.1 and CMDB 8.1