SUMMARY:

• Over 7+ years of Experience in Information Technology, 3+ years of experience exclusively in administering and daily operations, on - going maintenance, upgrades and technical support to existing serviceNow environments and applications, managing incidents and run reports, core configurations and implementing UI policies to serviceNow catalog.
• Experience developing ServiceNow applications from business requirements and technical design documents. Involved in Scrum/SDLC for the development of ServiceNow.
• Experience on various IT Services of Service Now tool like Incident, Problem, Change, Service Catalog requests, Report, Gauges and Web Service Integration Along With MID Server.
• Hands on experience in all areas, implementation of incident management, change management, problem management, building service catalogs from scratch, created some knowledgeable articles, design and develop workflows, reporting.
• Participated at various levels of customization in Incident management and Change Management, Service Request Management applications and Custom built applications for various clients in different industry segment.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow.
• Manage development projects utilizing a service based approach including working with stakeholders to gather requirements, providing estimates, designing solutions, gaining concurrence, providing work direction and obtaining sign-off all while maintaining communication and transparency with all interested parties.
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Extensive use of Use case model, Use case diagrams, class diagrams and sequence diagrams using rational rose.
• Very good understanding and working experience of Agile Scrum Process.
• Experience on LDAP Integrations using SAML2.0
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates.
• Prepared various documents like Functional Specifications Document and Design Document.
• Deployment automation and software delivery using Shell scripting with tools like DSM and ITCM.
• Research and deploy new releases and/or enhancements into the ServiceNow environment.
• Monitor health, usage and overall compliance of the ServiceNow application.
• Pursue a proactive approach to problem solving.
• Developed lot of Service Catalog items.
• Experience in developing, web based and standalone applications in J2EE technologies.
• Experience in web development and application development using HTML, JavaScript and CSS, J2EE.
• Profound experience in web based and application development using Java Beans, Servlets, JSP, XML, Web Services, JDBC and RMI.

TECHNICAL SKILLS:

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

ITSM TOOLS: ITSMSuite, HPService Manager, HP Asser Manager, BMC Remedy, Service Now

Database: Oracle 10g, SQL Server 2005, My SQL

Web Technologies: JDK 1.4, HTML, XML, DHTML, MSXML, ASPX

App / Web Servers: WebLogic, WebSphere, Tomcat

Environment: Windows 98/2000/2003/ XP/NT/XP and Windows NT, LINUX, UNIX

PROFESSIONAL EXPERIENCE:

Confidential, TX

Sr. ServiceNow Developer/Administrator

Responsibilities:

• IT Service Management applications development on ServiceNow platform to automate the day-to-day corporate business processes.
• As per the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.
• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Created all JavaScript logic (validation, animations, transitions, template, date picking etc.
• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
• Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
• Development and design of Self Service Portal.
• Developed several client side scripting, catalog scripts, UI scripts, server side scripting based on business rules.
• Creating custom Tables, Fields and configuring Access Controls over them.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps .
• Development/Integration of Web services for B2B communication for Change Management using inbound and outbound actions with script Includes and Sonic for the synchronization between third party and the Service Now Change application by processing XML Tags containing the full information of the record.
• Gathered requirements for SLA and configured in ServiceNow.
• Migration from BMC remedy to ServiceNow.
• Developed notifications to send communication to other systems. Neebula with a URL or IP address and starts discovering all the relationships that makes up that service.
• Developed a stand-alone functionality called “Copy Change”
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Worked on Macros and formatters .
• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads
• Configuring Integration Web Services with Third Party application by using SOAP Web service.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Deployment checklist and test case document preparation.
• Incorporating the coding standards and best practices in the implementation.
• Deploying the developed code to Stage/QA/Production instances using Update Sets .
• Providing support during the UAT process and postproduction deployment .
• Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs .
• Creating workflows to handle the status flow once the request is received from an external tool.
• Key contributor in Service Integration ITSM Tools team including configuring ITSM tools to engage effectively over the Service Integration Layer, building Web Services for different technologies and providing support for demos to internal stake holders as well as client stake holders.
• Analyzing the workflows so that the existing interfaces and the OOTB functionalities were not disturbed to meet client requirement with successful outcome.
• Full responsibilities of Install DB, ARS, ITSM Suite in Production and Development Servers.
• Assist in client demo activities.
• Have done packaging of all the requirements and deployed the CR’s on the QA and Production server .
• Create technical specification documentation after all the work has been done.

Environment: Windows 7, JavaScript, XML, HTML, ServiceNow Fuji, CSS, AJAX, CMDB, BIRT 2.5.1, SQL Server.

Senior ServiceNow Consultant

Responsibilities:

• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Communicated with end users, identifying their difficulties and changing the applications as per their requirements.
• Participating in meeting with SME’s and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Developed Integration with System Center Configuration Manager (SCCM).
• Involved in customization of forms for various ServiceNow applications.
• Rendered data using Ajax and mustache template.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, webservices, CSS, HTML5 .
• 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 that are being used by catalog items.
• 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.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Designed and created homepages including basic reporting, gauge configuration and dashboard presentation.
• Involved in performance tuning of the ServiceNow and also worked on System Diagnosis.
• Involved in documentation of business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Managed a team of offshore developers and getting them aligned with the process.
• Scheduled cloning and migration of data from instances with ServiceNow.
• Worked on Configuring rules, monitors and management packs in SCOM and involved in testing reports for correct mapping of the objects and data.
• Involved in various ServiceNow customizations as per client's requirement and also in migration between various ServiceNow instances using Update Sets.
• Prepared documentation for requirements, design, installation, unit testing and system integration of ServiceNow.
• Created user manuals for all the users on using Info View and exporting reports to various formats.
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives.

Environment: ServiceNow Eureka/Fuji, XML, SQL, DISCOVERY, HTML, JavaScript, Windows.

ServiceNow Consultant

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
• Discussing the business requirements with clients and documenting them into process requests.
• Used semantic HTML5, well supported CSS3 and JavaScript to create rich, responsive experiences for our client; Websites and applications, optimized for their users.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM), Change Management and Release Management.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Good knowledge on Single Sign on and event based integrations.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items.
• Performed LOAD, manipulate and maintain data between serviceNow and other systems.
• Manage and coordinate activities during the overall ticket of lifecycle in incident and problem management.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Performed LOAD, manipulate and maintain data between serviceNow and other systems.
• Involved in Migration between various serviceNow instances using Update Sets.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Created many scripts which includes Business rules (server side code) and also modified OOB.

Environment: Windows 7, JavaScript, XML, HTML, ServiceNow Eureka/Dublin, CSS, AJAX, SQL Server.

UI Developer

Responsibilities:

• Created various front end forms.
• Involved in creation and modification of various Business rules, Client Scripts, UI policies, UI actions.
• Created update sets to migrate customizations from one instance to another.
• Designed Workflows.
• Worked on CMDB and Asset Management.
• Service Catalog and Request Workflow Design and Configuration.
• Development of scheduled reports for stakeholders.
• Extensively worked on Workflows and web service integrations.
• Created various SLA as per client requirement with the Incident Management applications.
• Worked closely with UI designers to understand the detailed UI prototypes and components.
• Developed Page layouts, Navigations and presented designs and concepts to the clients and the management to review.
• Converted mockups hand-written HTML and CSS with pixel perfect attention.
• Developed the webpages that included JQUERY, JavaScript and AJAX.
• Developed web presentation layer using JQUERY, HTML and CSS according to internal standards and guidelines.
• Designed the table less web applications using CSS and with the help of tags as per W3Cstandards.
• Construction of UIs using jQuery, Bootstrap and JavaScript.
• Handled all aspects of the web application including maintaining, testing, debugging and deploying.

Environment: HTML/CSS, DHTML, CSS, jQuery, JavaScript, AJAX, Java(JSP), Oracle, Windows, JSF, SVN, AJAX.

UI Developer

Responsibilities:

• Designed the Web application layout and forms using HTML, CSS, and JavaScript.
• Worked with business analysts to understand their business models and goals and help define strategy, content and features.
• Converted PSD mockups into pure hand-written HTML and CSS pages.
• Handled all the client side validations, slide show, hide and show controls, dropdown menus and tab navigation using JQUERY.
• Responsible for transforming design mock-ups to W3C standards compliant HTML pages using HTML, XHTML, CSS.
• Wrote code to fetch data from Web services using JQUERY AJAX via JSON response and updating the HTML pages.
• Participated in day-to-day meeting, status meeting, strong reporting and effective communication with project manager and developers.
• Participated with SQA team in bug thrashing sessions to discuss and resolve bugs that were reported in JIRE.
• Used JavaScript libraries to create slider and page-turning animations on calendar widgets.
• Designed web pages and used applications that meet business and user goals through a positive user experience.
• Responsible for creating the screens with table less design following W3C standards.

Environmen t : HTML, XHTML, CSS, JavaScript, JQUERY, AJAX, XML, JSON, SVN and Eclipse.

UI Developer

Responsibilities:

• Developed data insertion forms and validated them using JavaScript.
• Validated input values to make sure that they will be accepted before they are submitted to the server.
• Used JavaScript and XML to update a portion of a web page thus reducing bandwidth usage, load time and add modal dialog in web pages to get user input and requests.
• Coded JavaScript for page functionality and Pop up Screens.
• Drove multiple component design sessions parallel, creating design artifacts accordingly.
• Utilized new software methodologies to be able to adapt to changes in requirements quickly.
• Ensured that all components of the application are platform and browser compatible.

Environment: Wise Package Studio5.4, 6.0, 7.0, Installed Shield, Advanced Installer, IBM RAD, JSP, Java Beans, JDBC, JavaScript, Ajax, Oracle 10g, SQL, PL/SQL.