PROFESSIONAL SUMMARY:

• A Qualified IT Professional with 8+ years of experience including 3+ years of experience as aServiceNow suite developer, administration and implementation and other supporting applications. Experience on various phases of SDLC such as Requirements Analysis, Design, Code, Testing and UAT. 1 year as Remedy administrator/developer with good experience Java Scripting.
• In - depth knowledge of the Technical implementation of Change Management, Asset Management, Incident Management, Problem Management, Service Catalog, Transform Maps, MID server Configuration, Configuration Management, Reporting, Discovery and Integrations.
• Created and configured new Applications in Service-Now and customized the applications using Business Rules, Client Scripts, UI Actions, UI Policies, External Data load using Import Sets and Transform maps using various connector types like JDBC, CSV, XML, etc., as part of new application roll outs of Infrastructure Management.
• Configured ServiceNow for the defined processes. Designed and develop Java scripts for any customization required like scripting in workflows using orchestrationInvolved in setting up Service Level Agreements (SLA's) and monitoring SLA workflows and creating and tracking Service Catalog requests and items with variables.
• Hands on experience developing CMS and service portal in ServiceNow.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration, Web services, Discovery, Workflow and CMDB
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Hands-on experience with Glide Forms, Glide Record, Scratchpad, Glide AJAX and Glide System used in UI Actions, Business Rules, Client Scripts and Discovery tool service watch.
• Experience in importing users and configuring security with Microsoft Active Directory and enabled Single sign-on.
• Experience in creating an Access Control Rule ( ACL ) and use of scripting tools and ServiceNow functionality to create script to automate routine tasks.
• Experience with ServiceNow HR service Management Content Management System (CMS) for enabling content for ESS portal users.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Experience with DISCOVERY tool in ServiceNow to fetch the CI related information
• Experience in upgrading from Fuji feature release to Geneva release and applying patches to ServiceNow instances.
• Managed scheduled jobs, import sets and transform maps to maintain integration with associated databases.
• Dealt with complex integrations within the ITSM environment such as ServiceNow - web service integration with the applications like Jira and Remedy.
• Worked on Various Web Services Integrations using SOAP and REST.
• Extensive knowledge of Remedy workflow such as Request Forms, Active Links, Filters, Active Link and Filter Guides and Escalations.
• Knowledge of web based development languagesspecifically, JavaScript, HTML and CSS.
• Experience in Auditing and Archiving of Remedy and ServiceNow applications.
• Excellent work experience on Service catalog with Front-end and Backend testing.

TECHNICAL SKILLS:

IT Services: ITSM suit, ITIL V3, Service Now, CMS, SCR, SAM, and LDAP

Programming Languages: C, C++, Java, HTML5, CSS3, Sass, Bootstrap.

Scripting Languages: JavaScript, Jelly Script, CSS3, Sass, PHP, Python

Software Methodologies: SDLC, Agile, SCRUM

Database: MySQL, Sql, plsql.

Web/Application Servers: Confidential Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE: Eclipse, Net Beans, WebStorm, JetBriansPyCharm

Version Control Tools: CVS, SVN, GitHub

Tools: and Packages: Rational Rose, Maven, MS Office, Dreamweaver, Adobe Photoshop

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow Consultant

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and end users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, CMDB in ServiceNow
• Responsible documentation for Configuration, Customization, Integration with External Services, Administrating ServiceNow processes (User management/Group management), writing Catalog client scripts and UI policies to make client side changes.
• Involved in discussion with other technical teams to meet the business and technical requirements for ServiceNow such as SMTP Admin, Confidential Data power, Web-service Owners and DBA to build integration to external and internal systems, currently using as SMTP (EMAIL), MID Server and Web Service (Construction, integration, testing).
• Development of Service catalog which includes creating new catalog items, designing workflows ­and execution plans. Creating database views to pull the reports on variables which are being used by catalog items. Creating the UI pages and using them in catalog items.
• Configured multiple Catalog Items; Front-end web / GUI components using JavaScript, web-services integration using SOAP and REST, CSS, HTML5
• Experience with ServiceNow discovery tool service watch to discover and import CMDB items, establishing relationship between datacenter components which comprises business services. Also, integrated HP’s UCMDB with ServiceNow service watch.
• Worked on Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts.
• Worked on CMDB from the scratch. Configured multiple forms for Asset module using Configuration Management Database.
• Integrating Service catalog module with “Netcool” monitoring tool using Web Services and fixing the issues which come up while the tolls are getting interacted.

Environment: ServiceNow, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB, Incident Management, ITIL, SQL, Problem Management.

Confidential, Philadelphia, PA

ServiceNow Consultant

Responsibilities:

• Customization of applications and tables for Incidents and Service Requests for the first point analysis on tickets and assigning them to other service lines based on the scope.
• Develop and maintain the application architecture for business functional areas in compliance with the enterprise architecture.
• Created customized login pages, search pages, views of lists, tables, charts, or graphs in CMS With the help of Cascade style sheets and Java script, Ajax,Json, Bootstrap.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documenting user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA’s) and operation level agreement (OLA’s).
• Worked on Incident management, Change management and Problem management modules as per the requirements, I have also worked on other modules such as, CMDB and Knowledge base.
• Designing the Content Management System for Varian system whichinvolved layout,JS,CSS, Bootstrap and service catalog work.
• Daily tasks included customizing the existing or creating new Business Rules, Scripts- Includes; Client catalog script, Client Script. As per the business requirements. Creating UI Actions for Buttons and context menus on form and lists so that the whole application to any user is user-friendly any easy to handle.
• Designed and implemented ServiceNow Integration solution with Emails, SMS and Alerts to raise and resolve the incidents from remote locations.
• Creation and Estimation of efforts for software change requests or enhancements. To make a calculated assumption for the business.
• Worked with offshore team and can understand encryption/decryption methodologies.
• Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate.
• Imported many Configuration Items using import set tables and adding them to ServiceNow to get the work more streamline.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.

Environment: ServiceNow, Asset Management, Incident Management, Content Management Problem Management, CMDB, AngularJS, HTML, Java script, CSS.

Confidential, Mooresville, NC

ServiceNow Developer

Responsibilities:

• Customizing the forms and lists of Incident and Problem Management tables.
• Customized the used Change Application to personalize menus and rules as per process requirements.
• Extensively worked writing Sever side scripts, developing Business Rules, UI Action to achieve business rules in ServiceNow .
• Worked on Update sets, UI scripts, Notifications as part of customizing the SNOW .
• Configured SLA workflow for the advance SLA configuration.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Creation of Incidents and Service Requests for supported applications. First point analysis on tickets and assigning them to service line based on scope.
• Extensively worked on CMDB and set up mid servers as per the requirements.
• Created a central repository for Incident, Problem, and Knowledge management documents detailing design, process flow and technical documentation on current code.
• Experience on working with Script Includes and Scripted Web Services .
• Involved in creating on demand reports and scheduling the report generation as per the client requirements in ServiceNow.
• Worked on UI Macros to create pages as templates.
• Worked on loading the data into ServiceNow using import sets.
• Develop and manage application code, user interface, and third-party integration components.

Environment: ServiceNow, Asset Management, Incident Management, ITIL, HTML5, Java script, Jelly Script, Web Services, HTML, CSS, CMDB

Confidential, FL

ServiceNow Developer/ Admin

Responsibilities:

• Recognizing the Business Requirements by interacting with the helpdesk users, fellow developers and end users to understand the current functionality, processes and tools to get a better understanding of the Business Process and to document, support, develop and configure the ServiceNow Platform.
• Customizing user administration on ServiceNow for the client, like managing users, groups, roles and Microsoft active directory, to make everything more efficient, easy to access and streamline. Helping the company’s internal users and thus in the growth of the company itself.
• Customizing data management as per the business requirements in the form of ServiceNow tables, Import Sets and CMDB.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Implementation of different policies in ServiceNow such as UI Policies, Data Policies, UI Actions, Business Rules and Client Scripts. Making the ServiceNow application more user-friendly and providing good user experience.
• Responsible for maintaining Update Sets, Upgrades, Performance and Troubleshooting, ServiceNow Hi support. Helping the other departments to get all the updates and to deploy the application in timely manner.
• Created transform maps for importing CMDB data. Thus, making the import of the data from existing database tables easy and quick.
• Creating new applications, adding and installing new applications from store.servicenow.com, activating required plug-ins.
• Setting up notifications through Email so that it is easy to raise incidents anytime as well as resolve the incident from remote location and Subscription based notification.
• MID Server installation and configuration.

Environment: ServiceNow, HTML, CSS, JavaScript, Windows 7, Eureka and Fuji Release of ServiceNow, SOAP, REST.

Confidential

Remedy Developer

Responsibilities:

• Analysis and evaluation of the requirements within ITIL framework and industry best practices.
• Configuring Remedy ITSM, Asset Management, RKM and SLA Management.
• Creating Remedy Forms and Workflow objects to customize BMC Remedy OOB applications and custom functionality.
• Defined, developed, and implemented Asset and Change management requirements using the Remedy asset and change management modules.
• Interacted with BMC and internal teams to help solve critical issues.
• Working with Discovery tools to discover and Import Configuration items into Remedy CMDB.
• Configuration of CMDB, Normalization engine and creation of Re-con jobs.
• Asset management activities like CI management, catalog management, creation and maintenance of Contracts and Software Licenses.
• Raising Purchase requisitions and working with procurement teams.
• Involved in the various customizations of Asset Management module for the hardware Request Process, Asset Decommission process

Environment: WINDOWS 2008, BMC Remedy ARS 8.1, ITSM 8.1 Suite, SLM 8.1, SRM 8.1, RKM 8.1 and CMDB 8.1

Confidential

Front End Developer

Responsibilities:

• Developed an HTML framework for modern browsers with a Flash fallback solution for older.
• Extensive use of HTML, CSS, and JavaScript.
• Involved in setting up design specifications together with the business analysts and system designers and developed various components and web pages as per client’s requirements and to test the changes in the various environments before implementing in Production.
• Communicated directly with clients to establish project parameters, wrote proposals for design work, analyzed competitor web sites, determined web site content, produced site maps for client approval, and communicated progress with client throughout length of project.
• Communicated with clients, to address changes that were required to change the entire user experience so that it will help the company, on the feedback they provided.
• Provided internet related services including web site design, front-end web development, domain name registration, web hosting, search engine optimization / submission
• Responsibilities included editing pages in Adobe Dreamweaver and other text editors such as Ultra Edit and Notepad++, Microsoft Visual Studio and Zend Studio.
• Created images in Adobe Photoshop and Image Ready, freehand, ACDsee in accordance with web design standards, along with HTML emails.
• Worked with programmers, developers, graphic artists, and editors to create, maintain and upgrade existing website.
• Developed automation scripts and apps to quickly publish content.
• Wrote documentation for procedures and standards of course content and publishing.

Environment: Windows 2000/XP, HTML, CSS, JDBC, JSP, JUnit, Ant, Clear Case, Apache Tomcat 5.5.0, Java Script, AJAX, Oracle.