SUMMARY:

• 8+ years of IT experience in analysis, design, development, testing, implementation as a developer and administration of ServiceNow and ITIL processes.
• 5+ years of experience as a Service - Now suite developer and administrator.
• Service Management tools such as BMC Remedy, HP SM, BMC Remedy on Demand.
• Excellent expertise in developing and maintaining service catalog items.
• Working experience of CMDB and Asset Management Services: Business Services and Configuratio n item relationships. Discovery and Knowledge Management.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Configuring LDAP for user imports.
• 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, Project Portfolio Management (PPM), Reporting, Gauges, Integration with Web Services
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Good understanding of object oriented analysis design and application development.
• Working experience on CA ITCM, Spectrum and SCCM integrations with UAPM and CMDB.
• Customizations for CA Service Desk and CA ITPAM.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Extensive experience in IT Operations Management (ITOM).
• Extensive knowledge of Front End Technologies: JSP, HTML, JSTL, DHTML, JavaScript and CSS, XML, XPATH, XSL, XSLT
• Experience working for Service Now ACL
• Proven record of providing outstanding customer service, talented relationship developer, self-motivated who seeks challenging opportunity in ServiceNow ITSM platform development, support and management.
• Experience working in a mature organization and understands how to operate policies and procedures
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.
• Web Services/ SOAP Integrations.

TECHNICAL SKILLS:

ITSM Tools: Service-Now, ITSM Suite, HP Service Manager, HP Asset Manager

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

Databases: Oracle 10g, SQL Server 2005

Application Servers: IIS 5.0, Apache, Tomcat, Weblogic

Operating Systems: Windows 7, Windows 2008/XP, UNIX

PROFESSIONAL EXPERIENCE:

Confidential, Durham, NC

Service-Now Consultant

• As a Service-Now developer, generated Buttons and content menus using UI Actions on forms and lists.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics
• Interacting with the ITSM tools like BMC Remedy, HP Service Manager and their implementations
• Involve in migration between various environments in Service Now using update sets and import sets
• Worked with reporting in configuring Service Level Agreements (SLA).
• Design and implement new functionality using Business Rules, UI Policies, and Access lists etc.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Created data sources and loaded the Service-Now tables with different data formats.
• Design and develop solutions within the Service-Now environment to include modifications of applications.
• Involved in creation of reports, dashboards in Service-now.
• Strong working knowledge of various Service-Now components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility and Service Request Management.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Hands on experience in ITSM platform (Service-Now, Remedy, Remedy Force)
• Experience on CMDB, Discovery and integration with other external modules.
• Designed email templates by using html and jelly scripting and used them in notifications.
• Worked on integrating Service-Now with tally for obtaining the order information.
• Provide advanced support for Service-Now by troubleshooting a variety of difficult software problems, implementing bug fixes and performing root cause analysis.
• Experience on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX. Done integration with 3rd party tools using (Web services, SOAP, Email, MID server).

Environment: Java Script, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, AJAX.

Confidential,Auburn Hills,MI

Senior Service Now Developer/Admin

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• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Developed solutions in the service - now platform that are ITIL V3compliant and defined business solutions for ITIL users.
• Designed and implemented new functionality using UI Policies and Data Policy.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Designed many email templates by using HTML, XML and Jelly Scripting and used them in notifications.
• Responsible for creating various workflows for Incident Management, Asset Management, Change Management, Service Requests and SLA's.
• Has been part of end user self-service portal management.
• Involved in design & development of web based application like Employee-Self-Service Portal (ESS) to give user to access their personal records & Payroll details.
• Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Generating weekly reports and metrics for IT management.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Involved in production support for all the Service-Now related issues.
• Worked with database team for designing, developing, implementing & supported QlikView dashboards.
• Hands on expertise in front-end development utilizing JavaScript frameworks such as Angular JS, jQuery as well as front end technologies HTML5, CSS3, Ajax.
• Hands on experience using DISCOVERY to load configuration information to CMDB
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Environment: ServiceNow Eureka/Dublin, Windows 11, HTML, CSS, XML, Jelly scripting, UNIX.

Confidential,Boston,MA

ServiceNow Developer/Admin

• Created functional and technical specifications documents for various ServiceNow modules.
• Built forms from scratch along with advances customizations at the level of UI Macros/UI page as per the complex requirements.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Created Business Rules using server side scripting (Glide Record, Glide Element and Glide System). Integrated Service Now with LDAP for authentication and authorization.
• Good knowledge on Single Sign on and event based integrations.
• Worked on integrations using Web Services, JDBC.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, expertise in troubleshooting Discovery tool.
• Involved in migrating code between different environments using update sets.
• Worked on CMDB from the scratch.
• Configured multiple Catalog Items Front - end web / GUI components using JavaScript, CSS, and HTML.
• Configured multiple forms for Asset module using Configuration Management Database.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Resolving typical user's 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.
• Created Incidents, Problems and Service Requests for supported applications.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Experience in configuring email notifications in ServiceNow.
• Re-designed workflows using workflow editor, reconciled complicated workflows to simpler form.

Environment: ServiceNow, JavaScript, XML, HTML5, jQuery, DISCOVERY.

Confidential

ITIL Consultant

• Providing On call support for highly critical issues outside the office hours.
• Bug fixing of Service Manager and Asset Manager different versions.
• Setting up customer system on our lab systems. Did for Boeing and Thomson Reuter.
• Most of the work involved in exploring the code and understanding the logic in customer environment.
• Used to interpret exceptional (boundary) cases and handled them appropriately.
• Participated in post-incident Problem management processes to identify the root causes of issues, and then develop plans to remediate issues.
• Developed moderately sophisticated database queries to extract data from various tools, filter and transform the data (pivots, etc.) and visualize data for reports and presentations.

Environment: Service Center 6.2, Service Manager 7.11, BMC Remedy, Windows XP.

Confidential

Production Support Engineer

• Providing On call support for highly critical issues outside the office hours.
• Bug fixing of Service Manager and Asset Manager different versions.
• Setting up customer system on our lab systems. Did for Boeing and Thomson Reuter.
• Most of the work involved in exploring the code and understanding the logic in customer environment.
• Used to interpret exceptional (boundary) cases and handled them appropriately.
• Participated in post-incident Problem management processes to identify the root causes of issues, and then develop plans to remediate issues.
• Integrated Asset Manager with other application using Web services.
• Good hand on experience in creation of new action, wizard, and workflow.
• Worked in Portfolio module and Software Asset Management modules.
• Worked on and worked on creation/modification of reports and procedure using PL SQL in Crystal report designer.
• Developed moderately sophisticated database queries to extract data from various tools, filter and transform the data (pivots, etc.) and visualize data for reports and presentations.

Environment: Service Center 6.2, Service Manager 7.1, Windows XP.