SUMMARY:

• A competent professional with around 9+ years of experience in IT industry and around 5years of experience as ServiceNow Developer and Administrator.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experienced in delivering end - to-end methodologies within ITSM tools (HP Service Manager, ServiceNow), which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort and interfacing with vendors and management.
• Experienced in the System Development Life Cycle (SDLC) processes including customer requirement analysis and system design.
• ITIL V3 Foundation Certified & ServiceNowsystem Administration Certified.
• In-depth knowledge of the Technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integration.
• Experienced in designing User Interface (UI) applications and professional web applications using HTML, CSS, Javascript, JQuery, Ajax, JSON, XMLand web services (SOAP,RESTful)
• Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies and Business Rules to enhance the ServiceNow functionalities to support the new business needs.
• Web services, Discovery, Workflow, and CMDB. Implemented Discoveryby installing MID Servers on remote desktops.
• Strong Skills in implementing knowledge management governance, version control, document audits and document usage policies.
• Experienced in Web service integration (inbound and outbound) with third party application such as IBM Netcool, Microsoft SCOM, SAP etc.
• Worked with Record Producers, Order Guides, Work Flows and Orchestration in Service Catalog Management.
• Experienced in creation and customization of complex workflows and custom workflow activities.
• Extensive experience in working with User Management including Users, Groups, Roles and Access Control Lists (ACL).
• Worked with transform maps, data sources and different transform scripts for data loads and management.
• Experience in, monitoring tools, bridge calls, outage communication, business impact analysis, IT service continuity management, SLA management .
• Strong work experience on Relational database management systemslike DB2, Oracle and SQL server.
• Well versed with Scrum and agile methodology.
• Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions. Strong understanding of web applications, networks, protocols and email (SMTP,POP3).

TECHNICAL SKILLS:

ITSM Tools: ITSM Suite, ServiceNow, HPSM

Languages: C, C++, Java, J2EE, JavaScript, Angular JS, SQL, PL/SQL

J2EE: JSP, Servlets, Struts, Spring, Hibernate, JDBC, JMS

Web Technologies: HTML, XML, JSP, JSF, Struts, CSS, Ajax, Glide scripting

Application Servers: Tomcat, WebLogic, JBoss

Databases: Oracle 11g, SQL Server 2005, Mysql5.0.1, DB2Operating Systems: Windows 7, Windows 2008/XP, UNIX

PROFESSIONAL EXPERIENCE:

Confidential, Denver, CO

ServiceNow Developer/Admin

Responsibilities:

• Responsible for Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog management.
• Providing solutions and standardize the ITSM process to meet the customer requirements and responsible for coordinating Problem Management and Incident management teams.
• Tracking of Incidents from creation to closure, with timely communication to business. Monitoring service level agreement (SLA's) and operation level agreement (OLA's).
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.
• Requirement gathering from users for attributes needed to develop Service Catalog itemsand Order Guides.
• Integration and configuration of Discovery Module and MID Server to populate the configuration items and CI relations, load configuration information to CMDB.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• ImplementingJDBC export to execute custom SQL queries in the target database based on requirement.
• Involved in Orchestration to automate New Hire processes like employee onboarding, Email Account and other application access.
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules.
• Developing System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Localization, Security, Users, and Groups.
• Developing and maintaining a Report portal that provides user access to Scheduled reports and report parameters
• Manage system configurations, gather and document user and process requirements, develop workflow customizations, and support quality assurance teams.
• Implementing UAT activities in coordination with business units.
• Implement security scheme and controls by using contextual security, control systems and data security.

Environment: Service Now, Asset Management, Incident Management, Problem Management, HTML, JavaScript, CSS, CMDB.

ServiceNow Developer/Admin.

Responsibilities:

• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations.
• 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 import sets and transform maps.
• Installed MID Servers on remote server and conducted tests required for Discovery.
• 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.
• Defined Service Level Agreements(SLAs), notifications and reports.
• Configured SLA workflows.
• Design, development and delivery of BPM applications including, process modeling, process analysis, validation, migration of code and delivery of the solution on BPM.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• 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.
• Performed day to day administration of the Service-Now tool and maintained business services and configuration item relationships in Service-Now tool.
• Designed, developed and maintained the report portal which provides user access to scheduled reports and report parameters.
• Performed core configuration tasks including system policies, business rules and client scripts.
• Managed users, groups and roles.
• Managed data with Tables, the CMDB, and Import Sets.
• Created Workflow activities and Approvals. Implement new workflows that use a variety of activities and understand how records are generated from workflows
• Performed migration activities (Dev to QA, QA to Prod)
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
• Developed and improved user system procedures, and prepared systems documentation.

Environment: Service Now, JavaScript, JQuery, Jelly, HTML, XML, CSS, and Windows.

ServiceNow Developer.

Responsibilities:

• Hands on Experience on monitoring tool with Service Now integration.
• Worked on Change Management in customizing the task related work force.
• Have hands on Experience on Integrating ServiceNow with third party tools.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Good knowledge on Single Sign on and event based integrations.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining the data held within Service Now such as our users, locations, configuration items and Service Catalog items.
• Worked on Tables, CMDB, Import Sets, and Update Sets.
• Used data sources to migrate the data from external sources such as excel sheets to ServiceNow through import sets & transform maps.
• Worked on integration using SOAP / WSDL / RESTFUL.
• Involved in core configuration tasks including UI policies, Business Rules and Client Scripts.
• Strong knowledge of the server side scripting like Business rules and Script Includes.
• Worked on Inbound Email actions, Email Notification, Email Templates and Email scripts.

Environment: Service Now, Incident Management, Service Catalog, Change Management, Asset Management, Problem Management, HTML, CSS, Java Script, MS SQL server

Remedy Developer/Analyst

Responsibilities:

• Responsible for the overall management and data governance of HP SM supporting the ITIL process to configure changes and updating records from the Configuration Module, Incident, Change, Data Administration, Report, Data Quality, CMDB, Service, Knowledge Base, Catalog and User Administration modules.
• HP SM tool development module and creation of new Groups, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Gathering and analyzing requirements to submitted enhancements requests to improve incident ticketing system through automation and improve SLA of tickets completion.
• Created Service Relationship between Configuration Items (CIs) by using the Business Service Management Maps (BSM).
• Creating whole new knowledge base application according to user requirements and developing UI pages using macros and working with HTML5.
• Created custom reports through the report module in HP SM.
• Involved in all process improvement documentation, diagrams and Knowledge base tutorials used by the Admin team and uploaded each document to the SharePoint Site.
• Interface with Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.
• Explaining the system functionality to the new users and guiding them to resolve the organizational issues through SNOW instance and providing best possible suggestions and ways to achieve goals and targets with in deadlines.
• Mainly working on service catalogs like creating and maintaining categories and adding contents to the respective categories.
• Good experience in designing and developing complete knowledge base application.
• Worked on integrations with third party Applications like SCCM and CASPER.
• Create, design and developing workflows for incident management and Service Request managements.
• Performing Requirement analysis and writing testing cases.

Environment: HP Service Manager7.0,7.1,Java, Javascript, MySQL

Web Developer

Responsibilities:

• Worked in all phases of SDLC, including requirements analysis, design and development, debugging supporting QA teams and debugging production issues.
• Maintained existing UI Applications and upgraded them using CSS, jQuery, AJAX, JavaScript, JSON and Backbone.js.
• Wrote application level code to perform client side validation using JavaScript/jQuery.
• Worked with business system analyst to understand the requirements to ensure that right set of UI modules have been built.
• Wrote application level code to perform client side validation using jQuery and JavaScript.
• Wrote jQuery functions while implementing various UI Screens across the whole web application (both consumer facing as well as internal application).
• Streamlined the Responsive Web Design to enhance the User Experience and developed designs for the prototypes for the Mobile UI.
• Worked on consuming JSON object creation, parsing on both clients as well as server side.
• Extensive use of jQuery Events for manipulation of events and jQuery plugins for menus and widgets.
• Performed website optimization and faster page loading using CSS sprites.
• Worked on debugging JavaScript and HTML code with Firefox Firebug and Google chrome JavaScript debugger.
• Created images, logos and icons that are used across the web pages using Adobe Photoshop.

Environment: HTML, JavaScript, AJAX, CSS3, JSON, jQuery, XML, SQL, BackboneJS, Bootstrap, Photoshop.

UI Developer

Responsibilities:

• Worked closely with system analyst to understand the technical requirements of the projects.
• Worked closely with Photoshop designers to implement mock ups and the layouts of the application.
• Design and development of Web pages using HTML, CSS including Ajax controls and XML.
• Involved in writing the Properties, methods in the Class Modules and also consumed web services.
• Played a vital role in defining, implementing and enforcing quality practices in the team organization to ensure internal controls, quality and compliance policies and standards.
• Used JavaScript for custom client-side validation.
• Involved in designing and developing the GUI for the user interface with various controls.
• Worked with View State to maintain data between the pages of the application.

Environment: HTML, CSS, MySQL, JavaScript, Ajax and Windows XP.