PROFESSIONAL SUMMARY:

• Around 7+ years’ experience in IT industry includes 4 years of extensive experience in ITSM (Developer/System Administrator of a service management application with Service - Now ITSM).
• Extensive experience in Integrating CMDB ServiceNow with Other systems.
• Experience as a Content Management System (CMS) Developer inside ServiceNow for creation of the workflows, service catalog.
• Experience in Integrating ServiceNow with third party systems.
• Hands-on experience in CMDB, CMDB baseline, Discovery, Mid-Server.
• Experience in Orchestration, Service Portfolio Management.
• Good experience in developing web application using JavaScript, HTML, CSS, XML, JQuery, JSON, AJAX.
• Hands-On experience in Database environment like SQL,PL/SQL, JDBC, Stored Procedures, Functions, Triggers and Packages.
• Normalizing the data in CMDB.
• Worked on Configuration items and CMDB baseline.
• Experience in software configuration and customization including, but not limited to: screen tailoring, workflow administration.
• Hands on experience in, report setup, data imports, custom scripting.
• Proficient in working with Application servers like Apache Tomcat, JBOSS, WebLogic.
• ITIL v3 Foundation certified.
• ServiceNow certified System Administrator.
• Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management.
• Experience in configuring ServiceNow Discovery
• Proven experience implementing and customizing a web architected, n-tiered enterprise application.
• Familiar with LDAP, MS Active Directory, ADFS.
• Experience creating ServiceNow update sets, promoting and testing through multiple instances and into production.
• Strong Knowledge of ITIL v3 methodologies, ITSM concepts, enterprise IT architecture, relational databases.
• Expert knowledge on building out ServiceNow CMS (ESS Employee Self Service Portal).
• Experienced working in and managing multiple update sets and coordinating their promotion throughout multiple instances.
• Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of latest ServiceNow features.
• Must have experience in multiple ServiceNow implementations and have developed custom applications.
• Strong core knowledge of ITIL processes.
• Experience working in an Agile delivery environment.
• Excellent communication skills and the ability to work with business partners.
• Good analytical and problem solving skills to resolve technical issues.

TECHNICAL SKILLS:

ITSM TOOLS: ITSM Suite, HP Service Manager, HP Asser Manager, BMC Remedy, ServiceNow

LANGUAGES: JavaScript, HTML, Jelly, SQL, Java, J2EE, XML, C, C++

OPERATING SYSTEMS: LINUX, UNIX, Windows XP, WINDOWS 7, Windows 8

WEB TECHNOLOGIES: ASPX,JDK 1.4, HTML, XML, DHTML, MSXML

J2EE TECHNOLOGIES: Servlets, JSP, JDBC, RMI, JMS, JTA, JNDI, JMX, EJB, Applets

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

PROFESSIONAL EXPERIENCE:

Confidential, CA

ServiceNow Admin/ Developer

Environment: ServiceNow Eureka/Dublin/Fuji,JavaScript, XML, HTML, Windows 10, AJAX.

Responsibilities:

• Performed configurations and customizations of Service Now applications like Service Catalog, Incident and Change. Involved in working and developing of Service Now plugins and customizations.
• Integrated ServiceNow with JIRA, LDAP.
• Integrated BMC Remedy CMDB (ATRIUM) with ServiceNow.
• Created CMDB Baseline for CI’s, CMDB Classes Tables, and Relationships.
• Deployed various Mid Servers and maintained Mid Server connectivity using Discovery probes, Discovery schedules and Sensor scripts.
• Created Project Portfolios for several projects in various departments and Gantt Charts for those Project Portfolios.
• Also added existing projects and demands to portfolio.
• Linked Change Requests to Project tasks and created multi-project reports for analysis.
• Imported and exported Microsoft Project files in ServiceNow using project forms and modules.
• Automated Windows Active Directory using Orchestration.
• Familiar with resetting passwords on Active Directory and LDAP using Password Reset Orchestration - Add on.
• Automated workflows that are reusable and can call other workflows (Sub flows).
• Created a custom interface for the ServiceNow platform and ServiceNow applications.
• Worked on sites, pages, navigation menus, headers, dynamic blocks, lists, static html, and themes layouts my company ESS portal through CMS.
• Have created user interface for our ServiceNow team instance through CMS.
• Understanding technical and functional design requirements for ServiceNow, workflow engines. Created workflow and web prototypes.
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as configuring users, company, site, location and other existing fields, support groups, assignment rules, categorizations, CI data, SLA etc.
• Created and tracked support cases with ServiceNow. Created a lot of clients scripts/UI policies, Data policies, Tables, Business rules, UI actions also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery and Prototype.
• Worked across IT and other operations divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements.
• Facilitated the transfer of service functionality from legacy systems to the ServiceNow service.
• Contributed to the architecture and technical aspects of the ServiceNow implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.
• Involved in configuring and maintaining BMC Remedy Foundation Data.
• Working knowledge on Single Sign on and event based integrations.
• Worked on Loading, manipulating, and maintaining data between Service-now and other systems. Worked with IT managers to generate views and reports
• Provide training sessions on ticketing tools, reporting and data entry.
• Thorough understanding of ITIL/ITSM processes.
• Performed system and integration testing with sample and live data.

Confidential, Chicago

ServiceNow Developer

Environment: ServiceNowCalgary/Dublin, Windows 8, XML, Oracle 11g, Toad, SQL*Plus.

Responsibilities:

• Involved in creation of Functional and Technical Design Documents as per the requirements from the business team.
• Involved in requirement gathering sessions.
• Involved in creation of ServiceNow Applications, Modules, and Tables as per requirements.
• Involved in customization of forms for various ServiceNow applications.
• Involved in creation and configuration of business rules, client scripts as per the required functionality.
• Involved in setting up the SLA as per the requirements.
• Involved in configuring the UI Actions, UI Policies, Client side scripting and server side scripting.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Involved in reconciliation of complicated workflows to simpler form.
• Developed Service catalog by creating new Catalog items, Designing workflows and Execution plans.
• Created Outbound Email Notifications using Email Templates.
• Integrated Service Now with internal applications through Inbound Email Actions.
• Created various Script Includes and UI Scripts.
• Created various Client Scripts which utilized GlideAjax API to invoke Script Includes.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Implemented Single Sign On (SSO) using SAML 2.0.
• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
• Involved in the ServiceNow Instance upgrade activities.
• Involved in cloning between various environments in ServiceNow .
• Involved in loading of data into CMDB using discovery and file imports.

Confidential, TX

ServiceNow Developer

Environment: ServiceNow Aspen/Berlin, JavaScript, XML, HTML, Windows 7, CSS

Responsibilities:

• Requirements gathering and feasibility analysis
• Participating in group Meeting and discussions among different stakeholders
• Designing the mapping documents for the B2B integration with web-services.
• Analyzed the business requirements, functional specifications in doing the GAP analysis and then transforming them to detailed design documents.
• Designing and getting the end to end solutions build from the offshore team for the forms and advanced customization of the UI Pages.
• Interacting with Business users and application lead for Requirements and Feasibility
• Mapping the user requirements / enhancements to Service Now entities and providing estimation for end to end development of requirement.
• Designed and developed the customized process for the incoming email action.
• Working and monitoring the various aspects of the projects like Incident, Problem, Service Request, Change Management (including the release management) and Demand Management.
• Configuration of ServiceNow modules, Applications, Forms, Email Notifications, SLA for priority tickets, etc.
• Administration of users, user groups and security of the applications.
• Designing,, customizing and configuring Workflows, Views, SLA, Hierarchy designing and maintenance, Complex Business Rules, UI Policies and UI Actions, Reports
• Facilitating production rollout of new applications and modules.
• Integration with external systems like LDAP, Single Sign On, Email
• Unit & Integration Testing

Confidential

UI Developer

Environment: JAVA, Servlets, EJB, JDBC, Hibernate, Spring, JSP, Java Script, SVN and HTML, XML and SQL, CSS, JavaScript, jQUERY, JSP, AJAX.

Responsibilities:

• Responsible for creating the look and feel of the public website.
• Worked with designer who designed user interfaces and prototypes for a web-based internal system.
• Worked on front end pages that were developed in a professional manner using HTML, CSS, JavaScript, and JQUERY.
• Developed and implemented user interfaces as per latest W3C standards.
• Developed client side validation code using JavaScript and JQUERY.
• Creating cross-browser compatible and standards-compliant CSS-based page layouts.
• Involved in fixing Front-End issues with the layouts.
• Actively used XML (documents and transformations) for creating templates with dynamic data from XML file.
• Extensively used/modified JQUERY to perform AJAX calls for creating interactive web pages on JSON response.
• Worked with backend developers to convert HTML/CSS non-functional pages into dynamic JSP pages.
• Developed cross-browser pages using CSS, HTML, DHTML, and JavaScript
• Coded pages with best Search Engine Optimization (SEO) techniques.
• Designed applications that execute on various browsers such as Internet Explorer, Mozilla Firefox, Google Chrome, and Opera using various debugging tools like Firebugs/IE Developer Tools.

Confidential

UI Developer

Environment: HTML, XHTML, CSS, AJAX, Angular JS, JSP, Servelets, XML, JDBC, MVC.

Responsibilities:

• Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies Interactions, Application Security, Events Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defining Service Level Agreements SLAs, notifications, and reports.
• Develops new applications from beginning to end.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Developsconversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance.
• Ongoing Maintenance.