SUMMARY:

• Over 7 Plus years of experience in Software Design, Development, Analysis, Testing and Implementation of business applications. Over 4 years of experience in ServiceNow platform as both Developer and Administrator.
• Around 4 years of hands on experience in the IT industry involved in providing ITIL and IT ServiceManagement Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now).
• End to End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies.
• As a ServiceNow Technology Analyst 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.
• Developing java scripts and configuring workflows to implement additional features, customizations and enable the process flow.
• Created Knowledge articles & Helpdesk users on Service Now platform.
• Experience implementing systems using the Agile/Scrum methodology.
• Experience in Installation and Configuration of different modules of ServiceNow.
• Extensively worked with Helsinki,Geneva, Fuji, Dublin and Eureka releases of ServiceNow.
• Good Knowledge on installing, configuring and setting up of data in CMDB.
• Hands on experience in web development using HTML, CSS, JavaScript, Angular, Glide Script and Jelly Scripting.
• 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
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Hands on Experience in PagerDuty and AWS Cloud watch integration with Service Now.
• Experience in monitoring tools integration with Service Now.
• Experience in Custom Application Development and Service Creator using CreateNow development Suite.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes
• Good hands on experience on ITIL framework.
• Done mappings using ServiceNow ServiceWatch.
• Good Knowledge in HR Case management and administration.
• Experience in configuring and customizing all aspects of Service-now like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB.
• Experience in Implementing Single Sign On (SSO) using SAML 2.0.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates.
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB
• Expertise in using Remedy tools and utilities such as BMC Remedy Migrator7.x, BMC Remedy Import 7.x, Remedy Flashboards, BMC Remedy Approval Server, AR Inside, AR Utilities.
• Experience in assigning SLA’s to the incident management.
• Good knowledge of Grunt, GITS, HTTP and SOAP/Restful services. Data modeling and creating ACL for new custom tables. Also, involved creating custom application and modules.

TECHNICAL SKILLS:

ITSM Tools: ITSM Suite, Service now, HP Service Manager, HP Access Manager, BMC Remedy

Specialties: ServiceNow, Remedy Now, ITIL.

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX

Scripting Language: JavaScript, Jelly Script

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: TOAD, SQL*Plus10g/9i.

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

Operating System: UNIX, Linux and Windows

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint).

PROFESSIONAL EXPERIENCE:

Confidential, Sacramento, CA

Service Now Developer/Admin

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Working with client and functional requirements within Service Now.
• Facilitating rollout of new applications and modules.
• Assist in the definition of business requirements and provide definitions and updates of system design documentation.
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• ServiceNow application development; including creation and configuration of Service Catalogs, EmailNotifications, Data imports and exports and Reports.
• Experienced in the analysis, development and automation of various ITSM processes including IncidentManagement, Change Management, Asset Management, Service Request, ConfigurationManagement including setup and configuration of MID Server and Configuration Item Discovery
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts
• Imported Active Directory to Service now using data sources.
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also, worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.

Confidential, San Francisco, CA

Service Now Developer/Admin

Responsibilities:

• Worked on AWS Cloud Watch integration with Service Now. It is created an incident in Service Now.
• Hands Experience on monitoring tool with Service Now integration .
• Manages data with Tables, the CMDB, Import Sets, and Update Sets
• Worked on PagerDuty integration. PagerDuty provides alerting, on-call scheduling, escalation policies and incident tracking to increase uptime of our apps, servers, websites and databases.
• Created new a Service catalogs and workflows based on business requirement.
• Created new a Custom Application development and service Creator using CreateNow .
• Build applications that automate manual and repetitive tasks for Business yours using Service creator.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Develop and manage application code, user interface, and third-party integration components.
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes.
• Involved in LDAP Integration with ServiceNow
• Involved in Implementing Single Sign On (SSO).
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Worked on integration using SOAP / WSDL / RESTFUL .
• Performs core configuration tasks including system UI actions, UI policies, Data Polices, business rules and client scripts.
• Performs migration activities (Dev to QA, QA to Prod)
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Worked on Inbound Email actions.
• Worked on Email Notification, Email Templates and Email scripts .
• On requirement provided solutions to the Asset Management team in re-building the workflow for in and out of an asset.

Confidential, San Francisco, CA

Service Now Developer/Admin

Responsibilities:

• Created various workflows for Incident Management, Change Management, Service Requests and SLA's
• On requirement provided solutions to the Asset Management team in re-building the workflow for in and out of an asset.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Worked on integration using S OAP / WSDL / RESTFUL .
• Worked on huge Workflow design for on boarding and off-boarding of a partner/ employee/Contractor based on the requirements provided by the team
• Worked on the latest release EUREKA /Fuji which is the advanced release and discovered Service-Now upgrades.
• Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Interface extensively with all areas of the organization including Operations and Development.
• Created schedules reports and monitor performance of Service-Now.
• Documented all implementations and best practices defined within team.
• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Performs core configuration tasks including system policies, business rules and client scripts .
• Managed users, groups and roles.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Developed and improved user systems procedures, and prepared systems documentation.

Confidential, Bellevue, WA

Service Now Developer/Admin

Responsibilities:

• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Involved in creating newwork flows and modifying the existing work flows per new requirements.
• Worked on Incident management, Problem management, Change management and Configuration management.
• Good knowledge in designing the layout of the forms using UI actions and UI policies.
• Developing Service CatLog items as per the requirements of the stakeholders.
• Worked in production support for all the Service now related issues.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Created Dash boards on requirement.
• Configured inbound Email actions to create incidents or requests.
• Modified forms and form sections depending on the items to be configured.
• Reported inconsistency of form fields and maintenance of CMDB CI's.
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Gave suggestions to how the data needs to be moved from one Instance to the other using Update sets.

Confidential

UI Developer

Responsibilities:

• Involved in Software Development Life Cycle.
• Involved in developing design specifications, website architecture and web application based on the provided functional and requirements and design layout.
• Developed the web application using MS SQL SERVER, HTML and JavaScript.
• Used JavaScript as the scripting language and is used for detecting the visitor's browser, validating the forms, providing event functions, animation etc.
• Developed the front end of the portal using HTML, JavaScript, AJAX and CSS.
• Used Cascading Style Sheets (CSS) for styling and to achieve uniformity Used JavaScript to provide AJAX functionality to make website perform better for image loading and for dynamic loading of the web page without refreshing.
• Designed and Developed Database using MS SQL. Extensively used select, insert, update, delete, join and between queries while maintaining the database.
• Developed Admin module which contains access to member's management, employee management, salary management and site configuration settings using MS SQL.
• Written stored procedures and triggers for improving the security, speed and efficiency of the website by using them in several situations like updating tables, adding new member, tracking of modifications database transactions etc.
• DOM is used to parse the xml documents.
• Creation of various levels of users for system with preferences.

Environment: MS SQL, HTML AJAX, JavaScript, CSS, DOM, XML.

Confidential

UI Developer Intern

Responsibilities:

• Developed all the UI pages using HTML, XUL, DHTML, XSL/XSLT, XHTML, DOM, CSS, JSON, JavaScript, JQuery and AJAX.
• Created XHTML pages with CSS and the Box Model.
• Developed the presentation layer using JSP, HTML, CSS and client side validations using JavaScript.
• Developed websites using HTML5, CSS3, JavaScript,JQuery Google Maps API, XML and AJAX.
• Designed Frontend with in object oriented JavaScript framework like Angular.JS, Node.js and Ext.js.
• Involved in designing, creating, reviewing Technical Design Documents.
• Using JavaScript did client side validation.
• Writing SQL queries to fetch the business data using Oracle as database.
• Developed UI for Customer Service Modules and Reports using JSF, JSP’s and MY Faces Components.
• Created interactive navigation lists using list elements in HTML.
• Implemented page designs in standard-complaint dynamic HTML and CSS.
• Used CSS in web pages to separate presentation from structure.

Environment: HTML, CSS, JavaScript, JQuery, Dreamweaver, Angular JS, Responsive Design, Bootstrap, Dom, Fire bug, Adobe, Oracle, Windows. CS5, AJAX, JSON, XSLT, XPATH, HTML5