SUMMARY:

• An ambitious and optimistic Engineer of service now admin/developer with around 7 years of overall hands on experience in the IT industry.
• 4 years of specialized experience involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now).
• Solid working experience on different modules of Service Now.
• Good knowledge and understanding of ITIL process.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3.
• Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Technical skills encompasses Java, J2EE (JDBC, Servlets, JSP, Custom Tags jSF, AXIS,WSL, EJB, JMS,JNDI, JQuery, Struts, web services (SOAP, RESTFUL), spring & Hibernate frameworks), ORM, XML,HTML5.0, CSS, DHTMLX, UML, Json, AngularJS, JSTL, Apache, LOG4J, Shell script and Java Script.
• In-depth knowledge of the Technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery, performance analytics, orchestration and Integrations. Strong experience in JavaScript.
• Functional knowledge and implementation experience of IT Service Management (ITSM) Frame works and demonstrated project management skills and experience working directly with Customers and Clients.
• Experience in application and web servers such as Web sphere, JBoss, Apache Tomcat & UNIX.
• Strong experience in performing Software asset management of Oracle and Adobe.
• Strong understanding of financial analytics and budget management.
• Excellent knowledge on the orchestration and expertise on creation of workflows for Service Catalog items in Service-Now.
• Experience in SaaS software configuration and development using Web Services and simple object access protocol, XML, and AJAX.
• Experience in Implementing Single Sign on (SSO) using SAML 2.0.
• Experienced in the System Development Life Cycle (SDLC) processes including customer requirement analysis and system design, Code Construction and Test.
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Service-Now Administration and Production support including maintenance of lower lifecycle instances.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Experienced in configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity .
• Good experience in application development using Java/J2EE, JSP, Struts and spring.
• Excellent organizational, interpersonal, written and verbal communication skills also strong team player ability to work independently and in a team as well, ability to adapt to rapidly changing environment, commitment towards learning.

TECHNICAL SKILLS:

Operating Systems: Windows 98/NT/2k/XP/7/8.1ITIL ITSM, Service Now, JavaScript, HTML, CSS

Programming: C, C++, SQL, PL/SQLLAN s Web Technologies HTML5, DHTML, Prime Faces, CSS3, AJAX, JavaScript, JQuery

Application Servers: Oracle Web Logic 8.1/10.3,11.x, IBM Web Sphere5.1/6.0/7.0, Apache Tomcat.

Methodologies: Agile &, Waterfall, Test-driven

Database: Oracle 10g/9i/8i, DB2, SQL-Server

Version Control Tools: WinCVS 1.3, SVN, IBM Clear Case

Protocols: TCP/IP HTTP, HTTPS, FTP, SMTP, RMI, IIOP

WORK EXPERIENCE:

Confidential, NY

Sr. Service Now Developer/Admin

Responsibilities:

• Performed day to day administration of the Service Now platform, including making approved changes to process and work flows.
• Designed and delivered technical methodologies around the Service Now platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting, performance Analytics and Discovery.
• 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.
• Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements in SCAM, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Strong knowledge of the Server side scripting Business rules and Script Includes.
• Developed reports as per requirements from management.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.

Environmen t: Service now, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7

Service Now Developer/Admin

Responsibilities:

• Designed and implemented new functionality using business rules, UI policies, and access lists
• Created various workflows for incident Management, change Management, Service Requests
• Designed a website and customized login pages, search pages, views of lists, tables, charts.
• Created buttons and context menus both on form and lists using UI actions
• Created new business rules/script includes/client Catalog script/client script.
• Created transform maps for importing CMDB data.
• Involved in loading of data into CMDB using Discovery file imports.
• Written script includes and invoked them in business rules and client scripts
• Imported active directory to service now using data sources.
• Created data sources and loaded the Service-Now tables with different data formats
• Worked with Record Producers, Flows and Orchestration in service Catalog Management.
• Integrated service now with SSO for External authentication.
• Worked on the integration of third party application of service now with Siebel, integrated service Catalog and incident module.

Service Now Developer

Responsibilities:

• Used Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• 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.
• Developed new applications from beginning to end.
• Maintained 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.
• Implemented the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management, Reporting module using Performance Analytics.
• Developed and executed plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Ongoing Maintenance.

Environment: Service Now, ITIL, Java script, Jelly Beans, Web Services, XML, DHTML, JQuery, JSON

Service Now Developer

Responsibilities:

• 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 Business Rules, Client Scripts, UI Policies, Access Lists in Service Now
• Involved in setting up the SLAs as per the requirements
• Involved in creating various custom applications, modules and tables as per the requirement
• 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
• Written script includes and invoked them in business rules and client scripts
• Imported Configuration Items(CI) from third party applications using import set tables
• Users are populated into the system using LDAP integration and worked closely with Service-Now team and Infrastructure team to facilitate this integration.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.

Service now developer / Admin

Responsibilities:

• Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Implemented best practice of Service Now Scripting, which enhanced the System performance.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• 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.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Maintained Billing Due List; created Billing Document for further processing.
• Created Services Contracts with Contract Determination through implementation of Service Level Agreement (contract with reference); First Response Time.
• Defined and created process Complaint documents and process Return documents.
• Created positions in the organization model and assigned users to the positions.
• Configured Action Profile as per user criteria for Transactions, Activities, and Marketing Planning & Campaign Management.
• Design and Implementation of Service requests through Service catalogue in Service Now.

Environment: Service now, java, CSS, HTML, Web Services, CMDB, MSSQL server-2008

Web/UI Developer

Responsibilities:

• Responsible for the overall layout design, colour scheme of the web site using XHTML and CSS. Created detailed wire frames & process flows.
• Worked one - on- one with client to develop layout, colour scheme for his website and implemented it into a final interface design with the HTML/CSS & JavaScript.
• Implemented user interface guidelines and standards throughout the development and maintenance of the website using DHTML, HTML, CSS, Share point and JavaScript.
• Designed and Developed Database of users for the online banking system.
• Developed GUI using JavaScript, HTML/HTML5, DOM, XHTML, AJAX, CSS3 and JQuery in ongoing projects
• Converted the mock-ups into hand-written HTML, CSS (2/3), XHTML, JavaScript, JQuery, AJAX, XML and JSON.
• Designed, created and implemented custom Interwoven Team Site modifications to fully automate such activities as publishing, deploying, and updating online content (HTML, JavaScript).
• Guided team into developing an effective organic SEO campaign and key phrase selection strategy.
• Worked on documentations and presentations using Microsoft office.

Environment: HTML4/5, CSS/CSS3, Bootstrap, JavaScript, JQuery, JIRA Tool, Wamp Server, Microsoft office, agile scrum methodology.