SUMMARY

8+ Years of extensive experience in Software requirement analysis, design, development, deployment and production support of complex high performance applications and with four years of excellent experience on IT Infrastructure Library, Service Now Administration and Service Now Development.

Expert in Service Now with 6+ years of experience on implementing end - to-end Service Catalog, Incident, Problem & Change Management, Release Management, Reports, Gauges, Asset Management, Configuration Management, Knowledge Management and Web Service Integration Along With MID Server.

PROFESSIONAL EXPERIENCE

• Extensive experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, managing work schedules, project status reporting, and project coordination and conflict resolution.
• Expertise knowledge in using Content Management System (CMS).
• Expertise in Design and development of CMDB (Configuration Management) in Service Now.
• Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.
• Hands on experience on different Service Now environments starting from Eureka, Fuji, Geneva and Helsinki.
• Elicited Requirements from client and created Service Catalog, catalog Items with Variables and Variable sets.
• Ensuring SLA’s are achieved according to Incident, Problem and Change Management Processes.
• Documented elicited Requirements by using MS Excel and reviewed specifications.
• Designed Process flow diagrams & Cross-functional flow charts to provide clear understanding of user perspectives across team.
• Extensive exposure to REST API.
• Experience in creating an Access Control Rule (ACL) and use of scripting tools and Service-now functionality to create script to automate routine tasks being done in Service-now
• Expertise knowledge in using Content Management System (CMS).
• Participated in Service-now implementation by customizing the forms and Lists of Incident & Problem Management tables.
• Imported Data of different formats and types using transform maps to Configuration Management.
• Involved in Incident Reporting and Change reports to track process of repairs and determine the current quality of the application.
• Analyzing the Change Request Forms, Impact, categorizing and prioritizing the change.
• Generation of Various reports providing information on Changes scheduled, unauthorized changes implemented, Changes causing incidents etc. Backlog Changes were reduced by 50% with the help of report generated using Service-now.
• Automated several processes using Service Now Orchestration.
• Used Scripting to build an application with a systematic approach.
• Designed Workflows, creating approvals and Execution plans for the catalog items.
• Created UI pages for a better visual appearance in catalog items.
• Expertise in debugging and optimizing the performance of Catalog Client Scripts, UI scripts and UI Policies.
• Used update sets, Notifications as part of customizing the Service-now.
• Expertise in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Imported Data of different formats and types using transform maps to Configuration Management.
• Experienced in writing Data Sources, Transform maps and properly analyzing coleasce to avoid duplicates.
• Verified finished tasks moving from one environment to other environment by using Update sets.
• Written scheduled jobs and schedule-imports depends on requirements.
• Participated in all scrum sessions like (grooming, estimation, daily scrum, etc.)
• Followed Scrum Agile methodology for iterative development of the application.
• Handled all levels of system administration including gathering requirements, project
• Planning, budgeting, code implementation, development testing, change management and training for the ITSM tool.
• Experience in Writing Technical Design Document and converting Functional Specs to Technical Specs.
• Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced Service Now development.
• Passion for learning and rapid iteration.
• Major strengths include strong leadership, excellent communication skills, competent, strong team player, attention to detail, dutiful respect for compliance in all regulated environments, as well as supervisory skills including hiring, scheduling, training and other administrative tasks.

TECHNICAL EXPERTISE

Programming Languages

C, C++, Java, J2EE, HTML, XML, JavaScript, SQL

Web Technologies

HTML, XML, CSS, JavaScript, AJAX.

Operating Systems

Windows 2003, UNIX, IBM AIX, Linux 7.1/9.2,HP- Unix, Sun Solaris

Databases

Oracle 10g, SQL Server 2005, Tera Data and MySQL.

ITSM Tools

Service Now, ITSM Suite

Methodologies

Agile, Waterfall

Development Tools

Eclipse, Edit Plus and MySql Yog.

MISCELLANEOUS

MS Office, Adobe Photoshop, Apache

WORK EXPERIENCE

Confidential, Austin TX

Service Now Administrator /Developer

Responsibilities:

• Gathering Requirements from client and creating catalog Items with Variables and Variable sets.
• Creation of Workflows and Execution plans for the catalog items.
• Creating approvals in workflows and execution plans. Creation of UI pages for a better visual appearance in catalog items.
• Service Catalog design and workflow design based on the approval and fulfillment process.
• Implemented Service Catalog enhancements and issues, which come up while the tolls are being interacted.
• Excellent experience in both in boundand outbound web services (SOAP and REST). 
• Played key role in the development and support of Infrastructure Deployment Catalog in the Service Catalog to acknowledge and process all the build requests effectively.
• This is end-to-end development of the catalog , which includes requirement analysis, catalog form design, workflow design along with the dedicated catalog home page using CMS.
• Participating in both projects and monthly maintenance cycles.
• Managed inbound and outbound notifications in Fuji and Eureka. 
• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rule.
• Actively Involved in End User Portal design , and also the ongoing support and maintenance using CMS application Service Now.  
• This is end-to-end development of the catalog , which includes requirement analysis, catalog form design, workflow design along with the dedicated catalog home page using CMS.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management,  Service  Catalog, Configuration Management, Reporting, Discovery and Integrations. 
• Maintaining product catalog to import the configuration item records.
• Writing Business rules, Client scripts, UI actions and UI Policies as per the client requirement.
• Making sure that asset table mandatory fields are filled while importing.
• Implemented Record Producers to create incidents for emergency Service requests and creation of Change requests.
•   Created new Business Rules/Script Includes/Client catalog script/Client Script using JavaScript, Angular js and front end related HTML, CSS, and Boot strap. 
• Generated Buttons and context menus using UI actions on forms and lists.
• Extensively Implemented Service Now process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog). 
• Developing custom Tables, Fields and configuring Access Controls over them.
• Experience building and coding Configuration Management Databases (CMDB).
• Experience with using mid server, web services, email and other relevant technology to integrate tools with Service Now. 
• Installed, configured, and customized Remedy ITSM - Incident, Problem and Change Management. 
• Interacting with testing analysts and solution designer to fix defects.
• Creating the different types Knowledge articles.
• Extensively Implemented Service Now process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog). 
• Importing the Knowledge Articles different external sources like excel sheets using data sources and transform maps.
•   Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement and Service Request Management. 
• Need to make sure that Knowledge articles are available from Incident Management as per Meta tags.
• Actively participated in upgrading the instance from Geneva to Helsinki.
• Good knowledge on Single Sign on and event based integrations. 
• Develop necessary development documentation, as needed (e.g. technical design, developer notes, etc.).
• Extensively Implemented Service Now process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog). 
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement and Service Request Management. 
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations. 
•  Remedy Specialty areas using ITIL best practices - Incident/Problem Management, Change Management, Asset Management, and SLA. 
• Good knowledge of CMDB and Asset Management  Services: Business  Services  and Configuration item relationships. 
• Trained the end users to effectively use the reporting application to build and customize their reports.
• Well experienced in 24x7-production support, which includes maintenance etc.

Confidential, Columbus OH

Service Now Analyst/Developer

Responsibilities:

• Involved in gathering requirements from Client.
• Documented the requirements related to Service Now.
• Involved in giving demos on Service Now
• Interacting with Customers, Business, IT teams, identifying problem areas, documenting them
• Conducted several JAD Sessions.
• Looked into existing reports and defined new business requirements and automated reports configurations.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships. 
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Bootstrap, Angular, Web services, CSS, HTML5. 
• Good knowledge of CMDB and Asset Management  Services: Business  Services  and Configuration item relationships. 
• Created transform maps for importing CMDB data.
• Integrated Twilio with Service Now for Voice Alert Notification using REST API. 
• Developed the Workflow required for the creation of Knowledge article from submit to Approvals & process design for Incident and Problem management.
• Designing the solution to implement the requirements by working closely with Architects.
• Estimated the Project time lines and worked with Project Manager in estimating time lines.
• Conducted Scrum meetings regarding Service Now Project.
• Extensively Implemented Service Now process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog). 
• Provided Solutions to clear Backlog after attending Scrum meetings.
• Developed new user interface for Help Desk Team.
• Im ported Data into Service Now and performed Transformation using maps
• Integrated LDAP with Service Now Application to enhance application security
• Modified and developed work flows and work flow scripts
• Worked on Integrating with external applications and automated processes using Service Now Orchestration.
• Extensively Implemented  Service  Now  process of implementation for Incident Management, Problem Management, Change Management, Asset Management,  Service  Request Management (Service-Catalog). 
• Used Web Services to interact from Service Now to External applications.
• Developed Knowledge Management module with separate interface and workflow for finance related knowledge articles and IT related articles
• Developed Release management module
• Developed Change management module with features such as Freeze window, Scheduled Maintenance window.
• Prepared Test cases, Test Plans, Test Strategy for all testing of new modules and migration.
• Conducted User Acceptance Testing with end-users, stakeholders etc
• Involved in preparing User manuals and Standard Operating Procedures.

Confidential, Detroit  MI

Sr. Service Now Consultant

Responsibilities:

• IT Service Management applications development on Service-Now platform to automate the day-to-day corporate business processes.
• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
• As per the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc.
• Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
• Worked on Asset Management and loaded the data into it. 
• Used MS Visio to develop flow diagrams.
•   Implemented AJAX to speed up web application. 
• Raise a Hi-ticket with the Vendor for Complex issues and address them by implementation in the lower environment and move it to production as per process.
• Used Jelly scripting for creation and customization of User Interfaces
• Development and design of Self Service Portal.
• Incident Management and Problem Management activities. 
• Developed several client side scripting, catalog scripts, UI scripts, server side scripting based on business rules.
• Extensively Implemented  Service  Now  process of implementation for Incident Management, Problem Management, Change Management, Asset Management,  Service  Request Management ( Service -Catalog). 
• Creating custom Tables, Fields and configuring Access Controls over them.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Have worked upon the SSO Integration using Digest token, and customizing the Login process to Service-Now using SAML 2.0.
• Incident Management and Problem Management activities. 
• Migration from BMC remedy to ServiceNow
• Developed notifications to send communication to other systems
• Developed a stand-alone functionality called “Copy Change”
• Worked on Macros and formatters.
• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads
• Configuring Integration Web Services with Third Party application by using SOAP Web service.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Deployment checklist and test case document preparation.
• Incorporating the coding standards and best practices in the implementation.
• Providing support during the UAT process and post production deployment.
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs.
• Creating workflows to handle the status flow once the request is received from an external tool.
• Key contributor in Service Integration ITSM Tools team including configuring ITSM tools to engage effectively over the Service Integration Layer, building Web Services for different technologies and providing support for demos to internal stake holders as well as client stake holders.
• Analyzing the workflows so that the existing interfaces and the OOTB functionalities were not disturbed to meet client requirement with successful outcome.
• Full responsibilities of Install DB, ARS, ITSM Suite in Production and Development Servers
• Assist in client demo activities.
• Good knowledge of CMDB and Asset Management  Services: Business  Services  and Configuration item relationships.
• Have done packaging of all the requirements and deployed the CR’s on the QA and Production server
• Create technical specification documentation after all the work has been done.

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services.

Confidential, CA  

Service Now Implementation Specialist

Responsibilities:

• Actively participated in meeting with Project & Program managers to analyze the requirements and develop workflow designs by following traditional Agile/Scrum methodology using the SDLC application in Confidential production Instances.
• Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery.
• Responsible for providing Service-Now customization to end clients. I have been utilized to roll out various applications such as Incident, Problem, SLA, Service Catalogue, Change Management, Project Management and many more.
• Involved in importing/integrating data, through various means, such as WEB Services, LDAP, JDBC and importing via spreadsheets; I have built WSDL's for integrating third party tools, as well as building scripted web services using script includes.
• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances.
• Created highly dynamic user interactive web application with extensive use of Angular JS.
• Used Web applications CSS, JavaScript and jQuery
• Created templates for Incidents and Change Requests.
• Moving Update sets from one environment to other environment.
• Writing Scheduled jobs and schedule imports depends on the requirements.
• Resolving incidents raised by the users on day-to-day business process.
• Designed many email templates by using html, jelly scripting, and used them in notifications.
• Writing Notifications and changing the users for receiving the mails.
• Writing Script includes and invoking them in Business rules and Client Scripts.
• Performed Data migration of CI Attributes for CMDB using import sets.
• Gather the user business requirements and develop the reports based on that.
• Understand the functional business logic to implement into the report level to meet the user requirements.
• Provided access permission to users as per the Business requirements using Access control Lists
• Created roles, views and user groups pertaining to the use cases.
• Implemented system security by using ACLs and Roles.
• Deploying the developed code to Stage/UAT/Production instances using Update Sets.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps .
• Providing support during the UAT process and postproduction deployment.
• Working with User Management to add, update and deactivate users in Service Now as these are based on licensing.
• Create test cases at the time of testing and prepare the Doer-Checker document for every release cycle.
• Responsible for managing Clone Scheduling processes & Asset Management role request functionality.
• Developed a stand-alone functionality called “Copy Change”.
• Monitoring the System Performance on regular bases based upon the Performance Graphs.
• Tracking and Analysis of long running scheduled jobs, imports and users transactions with the possible performance implications.
• Managing all the activities like Instance cloning, patch upgrade and post fix implementation after cloning.

Confidential

Front End UI Developer

Responsibilities:

• Creation of UI pages for a better visual appearance in catalog items.
• Extensively used CSS (Cascading Style Sheets) along with RWD to apply different styles to the layouts for varying screen sizes and pixels.
• Worked on JQUERY to make dropdown menus on web pages and display part of a web page upon user request.
• Reviewed customer feedback about the debugging issues, fixed bugs with HTML and JavaScript codes and worked on resolving browser compatibility issues.

Environment: Html, CSS, JavaScript, Photoshop.