SUMMARY:

• Over 7 years of strong IT experience including 3 years of experience as a Servicenow developer in Banking, Financial, Trading and Healthcare domains.
• Experience in Implementation, design, development, documentation, deployment, and post - production support following Software Lifecycle using SDLC SCRUM.
• Expert in ServiceNow with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Expertise in Design and configure ITSM and customizing the applications using Java script, AJAX and HTML in Service Now.
• Good Knowledge about ITIL standards which are helpful in development and customization of ITSM Applications
• Designed, configured and implemented solutions using Java Scripting.
• Involved in managing system configurations, gathering and documenting user and process requirements, Create and Developing Workflows and performing quality assurance testing, User Acceptance testing and Third party integration for ServiceNow platform.
• Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JQUERY, JSON, AJAX and XML.
• Experience in debugging and troubleshooting the existing codes.
• Excellent knowledge of hand-coded HTML, CSS, JavaScript, DOM, JavaScript/UI libraries and their use in implementing AJAX solutions.
• Experience in working with the workflows using ServiceNow workflow editor.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Involved in Data Integration and Migration with the existing Legacy systems using data loader.
• Experience in Object Oriented, Design and development using Java
• Experience with industry standard methodologies like Waterfall and Rational Unified Process (RUP) to develop client-server and web-based applications.
• Adaptive to team environment and also has the capability of completing complex tasks independently.
• Capable of learning quickly and delivering solutions as an individual and as part of a team. Self-motivated Team player with excellent interpersonal and communication skills.
• Strong communication skills, with the ability to convey concepts/requirements between technical and non-technical stakeholders.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow Berlin/Calgary/Dublin/Eureka/Fuji/Geneva/Helsinki, ManageNow, Remedy.

Web Technologies: XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script, CSS.

Database Tools: Oracle 9i/10g/11g, SQL Server-2000/2005, Sybase.

Operating System: Windows, UNIX, Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, Crystal Reports 10, Crystal Enterprise XI, Business Objects, Erwin, MS Office, MS Visio WINSQL, WINSCP

PROFESSIONAL EXPERIENCE:

Confidential, Vienna, VA

ServiceNow Consultant

Responsibilities:

• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• 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 Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• 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 Service Now.
• 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 new service catalog items and fixed bugs in incident, problem and change management.

Environment: Service now, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, CMDB.

ServiceNow Developer

Responsibilities:

• Interacted with Stakeholders, Users, Customers for gathering requirements to arrive at design solution.
• Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and Reporting and few other custom applications.
• Provided design, technical solutions for the user requirements at Client and made recommendations to improve their current processes.
• Wrote Client Scripts, UI policies, Business Rules, Security Rules and UI Actions, UI Pages/Macros.
• Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services, Email integrations, LDAP etc.
• Service Catalog: Designed many catalog items out of which few catalog items involve integration using SOAP Web services, Restful API.
• Built Reports, Gauges and Home Pages.
• Customized Change Management application to be aligned company's requirements designing complex workflows.
• 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.
• Worked on Integration of Inbound Email actions for Email SR and Email Incident implementation.
• Worked on creating various Import sets and Transform maps for data uploads using excel sheets.
• Created Database views to create reports across multiple tables.
• Created Service Catalog templates for various use cases which are used for Catalog Admins to develop catalog items.
• Managed and coordinated activities during the overall ticket life cycle in Incident and Problem Management.
• Provided analysis of Service-Now design and the existing Client's configuration/customization, and recommended Service-Now oriented best practice solutions.
• Translated business requirements into Service-Now oriented technical/procedural requirements.
• Understanding the CMDB model while working on Change Module
• Collaborated with Technology Service Desk and Service Management to evaluate requests to change, customize, and configure service now.
• Consulted with the Client's user community to identify and evaluate business needs.

Environment: ServiceNow, Asset Management, Incident Management, ITIL, HTML5, JavaScript, Web Services, CSS, CMDB.

Remedy/ServiceNow Developer

Responsibilities:

• Implementation, configuration and maintenance of ServiceNow instances.
• Created Access Controls in ServiceNow in order to maintain the required security
• Integration of ServiceNow with various data sources using web services, JDBC connectors and file transfers.
• Implementation of solutions using business rules, client scripts and script includes.
• Worked on development of HP Asset Manager to ServiceNow migration application.
• Service Catalog creation, configuration and deployment. Workflow design and implementation
• Routine Support activities for Incident Management, Problem Management, Change Management, Knowledge Management
• CMDB, Knowledge Management, Data Management and report creation
• Design, development, customization and administration of Remedy-based systems that align with ITSM and Configuration Management.
• Extensively Installed, configured and customized SRM 2.2/7.6 to Integrate with BMC Change management and CA-Asset Management Systems.
• Customization of SRM according to the client’s requirements and Configure with respect to backend applications i.e. Incident and Change Management
• Extensively used AIE to integrate external sources to update CMDB re-conciliation engine.
• Participate in discussions with various organizations to ensure Service Desk CMDB contents and structures are aligned with other corporate processes and best practices.
• Extensively providing production support and administer ARS Server, SRM 2.2 and ITSM applications.
• Integrated SLM/SLA with Incident/Problem/change modules.
• Experience in building universes and creating complex and Ad-Hoc Reports using Business Objects. Managing Security by Adding, Enabling, Disabling and Deleting of Users/Groups and the granting of privileges using Supervisor.
• Excellent understanding of Data warehousing concepts and their implementation, has applied the technology cross platform on several applications.
• Extensively used Data Management Tool (DMT) for Foundation data loads and Migrating data from one server to other.
• Performed and Upgraded AR Server and ITSM suite applications from 6.x to 7.6.4.
• Demonstrated and train Remedy ITSM modules to business managers and supervisors.

Environment: ServiceNow, JavaScript, jQuery, HTML, XML, CSS, Windows.

Remedy Developer

Responsibilities:

• Gathered requirements from various business groups/users. Analyzed and evaluated these requirements within ITIL framework and industry best practices
• Installed and configured Remedy Change Management application.
• Worked on Common Request System, Problem Tracking, Time Tracking System, Remedy application projects.
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in installing and configuring Remedy Approval server and integrated with our internal application by defining various roles and rules of the approval server.
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Extensively involved in the customization of Remedy Helpdesk Application 5.6 for the support center department.

Environment: Remedy ARS 4.x, Remedy Import, Windows 2000/XP, MS SQL Server 2000.

Software Engineer

Responsibilities:

• Developed complete Business tier with Session beans.
• Designed and developed the UI using Struts1.1 view component, JSP, HTML, CSS and JavaScript.
• Used Web services (SOAP), Restful for transmission of large blocks of XML data over HTTP.
• Used XSL/XSLT for transforming common XML format into internal XML format.
• Apache Ant was used for the entire build process.
• Implemented the database connectivity using JDBC with MongoDB, Oracle 9i database as backend.
• Designed and developed application based on Struts Framework using MVC design pattern.
• Used Clearcase for version controlling and JUnit for unit testing.
• Perform deployment of application on WebLogic6.0.

Environment: Struts1.1, JSP2.0, Servlet, XML, XSLT, SOAP, JDBC, JavaScript, Eclipse 2.1.3, Weblogic6.0, Oracle 9i.