SUMMARY:

• Around 6 years of professional IT experience and Approximately 4 years of experience in ServiceNow platform as both Developer and Administrator.
• In - depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Service Portal, Software Configuration Management, Reporting, Discovery and Integrations.
• Strong experience in JavaScript used in client scripts, business rules, UI policies, UI actions.
• Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Designed the Self Service Portal using CMS utility.
• Hands on Experience in ITIL Service Management Framework and Software Asset management.
• Exposure in SAAS (Software as a Service) with hand on experience in Process Implementation.
• Experience on integrate multi-provider SSO with SAML 2.0
• As a technical lead, lead the ServiceNow configuration and customization efforts including (but not limited to), form tailoring, workflow design, report setup, data imports, LDAP integration, custom scripting and third-party software integrations.
• Experience in managing, administrating and developing ITSM processes using Service-Now. Worked on end to end analysis, development testing and implementation role out of Service Now application with Calgary, Aspen, Berlin, Dublin, Eureka and Fuji. Have in-depth knowledge of the different Plug-in name before and after the release of Geneva .
• Also has an in-depth knowledge about Direct Web service API of Service now, SOAP and WSDL. Extensively worked with REST GET and POST using basic HTTP Authentication.
• Expert in JavaScript, JQuery, prototype and Jelly scripting used in ServiceNow.
• Expertise on creation of workflows for Service Catalog items in Service-Now and also maintains Self-service portal as well.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITSM
• Hand son experience in Angular JS to Indicate any presentation logic as directives in the HTML template of the view
• Expertise in CMDB data model and discovery for the deployment as well. Work with consumers of CMDB (infrastructure, application support and other domains).
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Strong experience in working with ServiceNow orchestration
• Support and develops Web Applications depending on client requirements
• Functional knowledge and implementation experience of ITSM frameworks using ServiceNow. Worked with Fuji, Eureka, Aspen and Berlin releases of Service Now.
• Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
• Knowledge of HTML, XML, JavaScript, Integrations (LDAP, web services, SOAP, REST, email, MID).
• Development experience adhering with SDLC processes like Waterfall, Agile, Test Driven Development.
• Maintain service level agreement (SLA) and monitor an SLA workflow.
• Create an access control rule (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
• Extensive experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Familiar with ServiceNow Content Management System (CMS).
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.
• Experience in developing applications Coordinated with the cross-functional teams and have an experience in OFF SHORE environment.

TECHNICAL SKILLS:

ITIL: ServiceNow, ITSM, JavaScript, HTML, CSS, XML, HTTP, Bootstrap, CI.

Programming Languages: C, C++, Java, ASP.Net(C#), SQL, PL/SQL,T-SQL

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

Scripting Languages: JavaScript, HTML, UNIX Shell Scripting, Linux, Jelly Script

Operating systems: Windows, Linux, Unix

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases/ETL: Oracle 10g, MySQL, SQL Server

Database Tools: SQL Client, TOAD, SQL Developer, Informatica

IDE: Eclipse, Net Beans, TOAD

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver, MS Excel

PROFESSIONAL EXPERIENCE:

Confidential, Los Angeles CA

ServiceNow Developer/Admin

Responsibilities:

• Worked with administering and developing on ServiceNow Platform, using versions: Fuji and Helsinki as well
• Having Experience with Integrations both Official and Custom
• Have Experience in Upgrade from the version Fuji to Helsinki
• Good experience in CMS to Integrate ServiceNow with other company applications.
• Worked with JavaScript Libraries: In order of importance: Bootstrap, node.js, jQuery, Prototype
• Expertise with ServiceNow Service Catalog, Service Portal, and/or Custom UI Development
• Having Knowledge in AJAX, JSON, HTML, XML, CSS, SOAP, REST Frameworks
• Have experience on ServiceWatch to discover and map the relationships between datacenter components
• Written script includes and invoked them in business rules and client scripts.
• As the Service Desk Sub-Department Head, I generated emails, based off of a template, to users who are part of an acquisition to welcome them to the company or instruct them on how to reset their passwords.
• Developed Geneva Instance with Custom tables such as Demand, Analytics Project Requests and Business Intake Requests
• Participated in upgrading an external customer to Office 365 and training sessions on how to setup and how to manage them
• Imported many configuration items using import set tables
• Imported Active Directory (AD) to Service now using data sources.
• Assisted with ServiceNow Orchestration Implementation and configuration.
• Develop an end to end the Employee Self Service portal & Manager Self Service portal with services including time sheets submission and approval.
• Implementation of ServieNow Orchestration to fasten the Ongoing Network, SiteOp and IT operations.
• As a Procurement Processor, I created and reserved Assets from a Purchase Order
• As an Asset Manager, I have created new Assets via form
• Configured MID Server with defined IP ranges to use Exchange activities.
• Good Experience in ServiceNow Implementation the ability to perform integrations and process automation using ServiceNow Orchestration
• Created High Level Design & Blue Print for the Service Portal Implementation.
• Have good experience in generated a bar code and created an inventory sheet for an asset.
• As a Request Submitter, I have submitted a new SAER record via the Service Catalog, which can be accessed from a link on the Intranet.
• Automated common business processes, the integration of "ServiceNow" and "Skype for Business
• Have good knowledge in Integration Experience with AWS, Azure, Office365 and other cloud platforms
• As an Administrator, I have created a new SAER record via the form
• As a Change Approver, I have experience to approve/deny changes via the IT Approvals UI page
• Built forms from scratch along with advances customizations at the level of UI Macros /UI pages as per the complex requirements
• Developed UI Actions, script includes and Business rules for overall platform.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• I can integrate every module in service desk be it change, assets or CMDB .

Environment: Asset, change, JavaScript, jQuery, ESS Portal, SericeWatch, CI,MID Server, ServiceNow Orchestration, SOAP, REST, Jelly Script,JSON, CMDB, HTML 5, AJAX, LDAP, Self-Service, Windows 7

ServiceNow Developer/Admin

Responsibilities:

• Discussing the business requirements with clients and documenting them into process requests.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration& Asset Management, Request Managemnet Change Management and Release Management with Knowledge of Content management
• Activated one outgoing SMTP Server in the system for sending email messages
• Worked on developing Content Management System (CMS) and Jelly Scripting solutions on ServiceNow.
• Used ServiceWatch for automatically discovers and maps all applications and IT infrastructure components.
• As a technical lead Develop Service Center implementation projects.
• Developed and implemented strategies to promote SAAS (Software As A Service).
• Have developed Logging system API for all the Entitlement services to capture the end to end transactions using Threads.
• Great knowledge and experience on Eureka, Fuji, and Geneva
• Developed Skype For Business Integration with ServiceNow and focused extended collaboration with service teams, customer support and business.
• Delivered Web Portal, Salesforce CRM, SSO, BI & customer dashboard
• Created many scripts which includes, Business rules (server side code) and also modified OOB
• Worked extensively on LDAP integrations . Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC .
• Experience in Implementation and administration of Office 365 services including Exchange, SharePoint, OneDrive and Skype for Business
• Good knowledge on Single Sign on and event based integrations.
• Integrated Office365 to ServiceNow Instance and performs operation in Office365 account via the Service Now
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Created configuration documents for Self Service Portal and Backend System
• Used JDBC and ODBC of Data Sources for setting up the configuration database in Service Now.
• If SCCM table names have changed, use the SCCM Transform Map to correct the mapping in the ServiceNow instance.
• Excellent knowledge on setting up the Change Management along with advanced customizations for Risk Assessment Calculator (on a script include level).
• Administration of Development, QA Production Servers. Custom workflow migration using Migrator Tool, Data loads using Data Import Tool and Data Management Tool.
• Develop SLA and reporting .
• Defining the process for each service request.
• Experience In implementation of the CMDB to automate additional organizational processes and create more efficiency using ServiceNow Orchestration tool
• Creating scheduled tasks, monitoring the ticket queues and generating statistics. Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Performed User Acceptance Testing for New Applications and Remediation projects
• Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, HTTP, XHTML
• Provide training sessions on ticketing tools, reporting and data entry.
• Developed UI Actions, script includes and Business rules for all platforms.
• Follow up with clients and customers on process requests, special requirements etc.

Environment: JavaScript, ITIL,SOAP, REST API,MID Server, VPN, ServiceWatch, Jelly Script, CMDB, ServiceNow Orchestration, HTML 5, AJAX, LDAP, Angular JS, Power Shell, CI, Self Service Portal, Windows 7

ServiceNow Developer

Responsibilities:

• Implemented the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Maintaining technical relationship with BMC Remedy with regards to requesting enhancements, license management, reporting and tracking bugs, and planning upgrades .
• We inserted Jelly that can access the variables you previously established and it can change the values of those variables.
• Supporting the CMDB team as well as assisting in the day to day run function of the Configuration Management Team.
• Created Buttons and context menus both on form and lists using UI actions.
• Created many integrations with teams using REST, SOAP, and custom processors in ServiceNow
• Designed many email templates by using html and Jelly scripting and used them in notifications
• We can relate two or more CI’s when building a CMDB
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created transform maps for importing CMDB data.
• 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.

Environment: Service Now, Bootstrap, SOAP, REST, Incident Management, AJAX, Problem Management, Angular JS,UI Actions, Data Policies, LDAP,HTML, Java script, CSS, CMDB

PL/SQL Developer

Responsibilities:

• Worked on analyzing several applications.
• Analyzed the database applications to develop a common purge and archival solution for the entire suite of applications.
• Analyzed and designed solutions.
• Extensively worked on database systems (PL/SQL).
• Developed scripts for database purge.
• Developed scripts for archival of the data to be purged.
• Developed scripts for restoring data in case of roll back
• Developed DTS packages to create reports.
• Worked in the SAP BODS Environment, the entire project implementation was on 4.0
• Developed SSIS packages to create reports on a SQL server based application.
• Involved in optimizing and performance tuning of solutions, the project Involve huge amount of data.
• Used Scripts for declaring the variables and creating the tables and inserting data into them.
• Created, validated and executed jobs to transfer data from source to target.
• Involved in all the stages of development, analysis, design, build, testing and implementation.
• Provided support to the testing team during integration testing.
• Design the data base model (star Schema database model) using ER-Win.
• Provided data modeling services for a large data warehouse design.
• Tested code of the team and verified correctness.
• Interacted with the client directly on design of solutions.
• Implemented the solutions on the production servers in stages.
• Provided support for the solution implemented.
• Provided supporting documentation for the implemented solution.

Environment: Oracle 10g, SQL, PL/SQL, SQL * loader, EXTERNAL TABLES, UNIX (shell script), Toad, PL/SQL developer, DB2, SSIS, SQL 2000/2008, SAS, Windows XP