SUMMARY:

• Having 7+ years of experience in IT with over 4+ years of good experience on ServiceNow Development, Maintenance and administration.
• Designed, developed, documented, and deployed software features on the ServiceNow platform.
• Provided detailed estimates for implementation of ServiceNow modules, data integrations (CMDB, e - bonding, etc.), and Service Catalog items.
• ServiceNow experience in Implementation, design, development, documentation, deployment and post-production support following Software Lifecycle using SDLC SCRUM.
• Transformed functional requirements into detailed technical designs that represent actionabledevelopment tasks.
• Experience on various IT Services of Service-Now tool like Incident, Problem, Change,Service Catalog requests, Report, Gauges, and Web Service Integration Along WithMID Server.
• Experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Change and Release Management, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services.
• Experience in ITIL/ ITSM V3 processes, Web services, Business rules, Client Scripts, Workflows, Web protocols, Service Catalogs in ServiceNow.
• Experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Researched and deployed new releases and/or enhancements into the ServiceNow environment.
• Monitored health, usage and overall compliance of the ServiceNow application.
• Knowledge in object oriented analysis design and application development.
• Experience in web development and application development using HTML, XML.
• Worked on end to end analysis, development testing and implementation role out of ServiceNow application from June to Aspen to Calgary version.
• Good knowledge of CMDB and Asset Management Services, Business Services and Configuration item relationships.
• Generated operational reports and KPI analysis as needed. Respond to Service Requests and provide incident resolution.
• Experience within the ITSM environment such as ServiceNow -Siebel, ServiceNow - Web serviceintegration with third party application,HP SM- MS exchange.
• Functional knowledge and implementation experience of ITSM frameworks.
• Strong verbal, written and interpersonal communication skills.
• Would pursue a proactive approach to problem solving.

TECHNICAL SKILLS:

Languages: JavaScript.

Application Servers: WebLogic server, Apache,IIS 5.0,Tomcat.

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

Web Technologies: HTML, XML, MSXML.

Operating Systems: Windows 7, WINDOWS 8,Windows 2008/XP, LINUX.

PROFESSIONAL EXPERIENCE:

Confidential, Folsom, CA

ServiceNow Developer

• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Worked on troubleshooting security rules, scripts etc.
• Created UI Actions/ UI Policies in customizing forms and buttons.
• Created Record Producers, Order Guides, Catalog Client Scripts, Work flows, Script Includes.
• Used ACL’s for controlling the security mechanism in Service Now.
• Implemented different Integrations using web-services / MID Server, etc.
• Involved inServer side scripting using Script Includes.
• Used Update sets to move customization from Development to Production Instance.
• Worked on Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, and Asset management, CMDB, Service Requests and SLM.
• Analyzed and fully understood the user requirements and current procedures in order to improve system capabilities, automated process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap.
• Worked on upgrading the version from Eureka to Fuji
• UsedWeb Technologies like XML, HTML.
• UsedActive Directory, LDAP and Single Sign-On (SSO) Integration
• Supported the team in ServiceNow operations like User/ Group administration, reporting, Metrics, SLAs, etc.
• Used Knowledge articles, incidents, CMDB and dictionaries.
• Created transform maps-both automatic field mapping and scripting.
• Developed UI Actions, script includes and Business rules for overall platform.

Environment: XML, HTML, Windows 7,Service Now, CSS, AJAX.

Confidential,Austin, TX

Service Now Developer

• Implemented the configuration of various modules like Incident / Change / Release / Problem / Configuration Management Modules.
• Reviewed, recommended and developed technical solutions on the ServiceNow platform.
• Worked a few projects with Mid Server, Web Services, Email and other relevant technologies to integrate tools with Service Now.
• 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 rule.
• Created many scripts which includes, Business rulesand client scripts.
• Implementedworkflows and web prototypes for Client requirements.
• Involved in setting up Configuration Management from scratch defining the CI classes and theirrelationships.
• Created various high level customized Client Scripts and UI Policies.
• Created complex transform scripts in transforming the data into the SNOW database.
• Design and Implementation of service requests through service catalogue in Service Now.
• Analyze problems, create new solutions and new techniques, Developed manySLA and tables.
• Involved in following up with clients and customers on process requests, special requirements etc.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.
• Involved in defining the process for each service request.
• Built forms from scratch along with advances customizations at the level of UIMacros/UI page as per the complex requirements.
• Involved in discussing the business requirements with clients and documenting them into process requests.
• Involved in checking the change management documents and verifying the changes.
• Assisted in Release Management during product and patch releases.
• Provided training sessions on ticketing tools, reporting and data entry.

Environment: XML, HTML, Windows 7, Service Now.

Confidential, Columbus, Ohio

Service Now Developer

• Involved in requirement gathering sessions with the client and created the specification documents (technical and functional) as per the requirements.
• Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.
• Involved in customizing the form design and layout for Incident, Problem and Change Management.
• Involved in configuring the Business Rules, Client Scripts, UI Policies and Access Lists in Service Now.
• Created the new Applications and Modules, custom tables in Service Now.
• Involved in migration between various environments in Service Now using Update Sets and Import Sets
• Involved in setting up the SLAs as per the requirements.
• Created various workflows for Incident, Problem, and Change Management Service Requests.
• Extensively used the Glide Record for server side scripting (in business rules).
• Created Buttons and context menus both on form and lists using UI actions.
• Designed email templates by using html and jelly scripting and used them in notifications.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Created data sources and loaded the Service Now tables with different data formats.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Involved in integration of Service Now with Oracle SOAP Web Services.
• Involved in Service Catalog and Request Workflow Design and Configuration.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
• Involved in loading of data into CMDB using discovery and file imports.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Contribute to technical discussions, and be involved in the decision making process with other senior engineers to resolve product issues.

Confidential, Overland Park

SharePoint Admin

• Involved in gathering the requirements.
• Experience in providing the estimations.
• Developed custom forms using InfoPath 2003 and published into SharePoint 2003 forms library.
• Extensive experience in Developing and building Web Parts, event receivers, features using SharePoint object model
• Involved in creating custom workflows.
• Involved in writing client side using JavaScript and JQUERY and involved in writing css.
• Involved in writing deployment scripts using PowerShell.

Environment: Windows Server 2008 R2, SharePoint 2010, InfoPath 2010, SQL Server 2008,C#.net.

Confidential, Erie, PA

SharePoint Admin

• Installed SharePoint 2010 as needed in different production environments.
• Migrated SharePoint environment from 2007 to 2010.
• Applying Cumulative updates, service packs and hot fixes in different environments4
• Active involvement in analysis, design, development and implementation of project
• Migrated SharePoint environment from MOSS 2007 to SharePoint 2010.
• Troubleshooting production issues, providing level 3 and level 2 supportas needed.
• MetLife’s existing environment, perform GAP analysis and suggest areas of improvements.
• Automated SharePoint 2010 installation using PowerShell scripting.
• Configured Service Applications such as Excel services, Power Pivot, Managed metadata services.
• Business Connectivity services etc. in both SharePoint 2013 and 2010 environments
• Used SP Designer 2010 for Branding and Customizing Page Layouts and Master Pages.
• Created Site collections and configured department sites and sub sites
• Developed custom SP Page Layouts, Site Templates, Content Types, List Definition, and List
• Templates, to accommodate the graphic design and functional requirements of the company.
• Developed Custom Browser Enabled Forms using InfoPath 2010 for Site Collection creation request, approval form for the corporate applications and Shift Swap request.
• Designed and implemented Document Management & Document Collaboration team site.
• Developed Reports using SSRS, BCS web parts and showed them on Dashboard
• Used Performance Point Services for developing KPI, dashboard information, reports, scorecards Regarding business solutions and decisions
• Worked on creating Wiki Sites and developed RSS feeds into the Root Site to automatically pull up news from different departmental sites.
• Created Group store, term store, term and Enterprise Keywords using managed metadata to establish enterprise Taxonomy
• Modified the XSLT to implement custom styles for Table of Contents Web Part, Summary Links
• Web Part, Content Query Web Part, RSS Feeds Web part and Data View Web Part

Confidential

SharePoint Admin

• Interact with the head of multiple divisions to gather requirements for each individual section.
• Installed and configured MOSS 2007.
• Performed non-functional worksheets including authentication methods and data capacity requirements.
• Imported profile information from Active Directory.
• Created my site for the users.
• Good Knowledge of creating and deploying custom web parts and Ajax web parts.
• Worked on adding users and permissions for the site collection.
• Created dev and test environments in a Virtual PC environment that was used for the development and testing of the intranet environment.
• Created custom style sheet to match the intranet site according to policies in place by the marketing department.
• Web applications, site collections and manage errors, logging by extensively using the Central administration.
• Good knowledge of out of the box workflow.
• Worked on queries and Stored procedures in SQL Server 2005.
• Implemented custom document centers and wiki’s for each individual site with the inclusion of private and shared document centers.
• Implemented an Employee Directory “Phonebook”.
• Used audience targeting for areas.
• Deployed custom in-house written web part.
• Create and maintain search indexes.
• Customized My Sites for users to meet the needs of the company.