PROFESSIONAL SUMMARY:

• 5+ years of experience on ServiceNow Admin/Developer in all aspects of client engagement lifecycles including Pre - sales Requirement gathering & effort scoping, product implementation & development, architecting, production support, and system upgrades on ITSM and monitoring.
• Extensive knowledge on Client Scripts, UI Actions, UI Policies, Business Rules, Script Includes and Workflows Customization and Development.
• Worked on projects right from Designing phase to Deployment after Implementing. With good understanding on Service Catalogue.
• Well versed with Scrum and agile mythology.
• Handled multiple projects for IT Service Management (ITSM) tools implementation and customization based on ITIL best practices and project management based on PMI best practices.
• Experience integrating SNOW with HPSM, Run book, Solman (SAP), Quality Center and also with the ServiceNow modules like Asset Management, Incident Management, and Problem Management.
• Experience in working with Berlin & Dublin and Eureka releases of SERVICENOW platform and experienced on Jelly Scripts / Java Scripts.
• Experience in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third party integration for ServiceNow.
• Experience in Implementing ServiceNow Discovery and CMDB and integrating it with Change management.
• Experience in custom application development & integration with other tools.
• Ability to create and modify ServiceNow workflows.
• Extensive ITSM process consulting (ITIL v2 and ITIL v3) experience.
• Extensive of server-side development experience using the technologies EJB, Web Services, XML, JAXB, Oracle, MySQL Server, SQL, PL/SQL.
• Strong work experience on Relational database management systems (RDBMS) like DB2, SQL server.
• Extensive experience in using with HTML, CSS, JavaScript, jQuery, AJAX and JSON.
• Excellent knowledge of JavaScript and OOPS concepts.
• Strong work experience in different software development life cycles like Water fall, iterative development & Agile.
• Excellent problem solving and multitasking skills.
• Possesses strong interpersonal skills, the ability to interact with people at all levels, and strong communication and presentation skills.

TECHNICAL SKILLS:

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

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

Application Servers: IIS 5.0, Apache, Tomcat, WebLogic

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

Databases: Oracle 10g, SQL Server 2005

Operating Systems: Windows 7, Windows 2008/XP, UNIX

PROFESSIONAL EXPERIENCE:

Confidential, Woonsocket, RI

Admin/Developer

Responsibilities:

• Interaction with functional to understand the business processes and new requirements.
• Knowledge of working with different kind of scripts in Service-Now and their order of execution.
• Creating catalog UI policies and client scripts with respective to the requirement given.
• Writing Script Includes wherever necessary and reusing them instead of global business rules.
• Used Background scripts in case of any data validations.
• Experience working with email notifications, inbound actions, reports, gauges, and home pages.
• Developing and configuring Business Rules, UI Policies, Service Catalog and Client Scripts.
• Experience on creation of catalog items, wizards, record producers.
• Designing new Workflows and modifying the existing workflows according to new requirements.
• Creating custom Tables, Fields and configuring Access Controls over them. Configuring Data Sources, Import Sets, Transform Maps.
• Capturing all the Technical Components in the Update sets .
• Following the SDLC process to develop and deploy the code in development to production environments.
• Working with schedule jobs, events and triggers to manage business needs and handle background work.
• Integrations involved on Service-Now - Web service integration, LDAP integration, Email integration.
• Experience in Web service integration (inbound and outbound) in Service now.
• Experience in creating reports in Service Now and schedule the report generation in Service Now.
• Knowledge of working with different kind of scripts in Service Now and their order of execution.
• Communicating with the team members and client very professionally and Working well with the team as insisted in achieving the targets ahead.

Environment: Service Now, ITIL, ITSM, HTML, JavaScript

Confidential, Sanjose, CA

Admin/Developer

Responsibilities:

• Participate in the full SDLC Requirements gathering, analysis, design and coding, testing, training and operational support.
• Responsible in developing Business Rules and Client Scripts based on the requirements.
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, implementing new functionality, homepage customization.
• Development of requirement integration components (SSO, LDAP, SOAP).
• Access Control List (ACL) on an SNMP device can prevent Discovery from identifying the device.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Working as a Developer to in corporate the requirements in the ServiceNow tool in an optimal way.
• Working on the Systems Requirement Specification (SRS) including problem analysis and system definition models
• Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation.
• Implementing ServiceNow Discovery and CMDB and integrating it with Change management.
• Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best practices.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow
• 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.
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Implement security scheme and controls by using contextual security, control systems and data security.

Environment: ServiceNow, ITIL, ITSM, HTML, JavaScript.

Confidential, Sanjose, CA

Admin/Developer

Responsibilities:

• Extensively involved in development of moderately complex ServiceNow applications and reports.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes. to customize the instance as per Business needs
• Ensured the configuration and customization to ServiceNow - adhere to the goals/strategy determined by the SN Architect and SN Product Owner.
• Responsible for access control, security, minor enhancements such as form or workflow editing.
• Responsible for gathering requirements and customizing Business Service Catalogs for Confidential organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
• Providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Performed integrations and process automation using ServiceNow Orchestration.
• Responsible for on-going enhancement and maintenance of the ServiceNow platform.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script
• Used scripting tools and ServiceNow functionality to create script to automate rote tasks being done in ServiceNow.
• Designed systems and programs to meet complex business needs.
• Performed Load, manipulate, and maintain data between Service-now and other systems.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Client based meetings to fulfill the end requirement using BMC Remedy increasing the sales process.
• Integrated BMC Remedy with External systems using web services.
• Developed operational requirements documentation and train operational staff to maintain solution
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within Service Now such as our users, service catalog items.
• Worked with client and management to resolve issues and validate programming requirements within their areas of responsibility.
• Provides technical advice on complex programming.
• Developed test plans to verify logic of new or modified programs.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Environment: ServiceNow, JavaScript, jQuery, Jelly, HTML, XML, CSS, Windows.

Confidential

Admin/Developer

Responsibilities:

• Worked as a developer for an End-To-End development for a re-factoring project, resolved many issues and worked on CMDB Management to resolve issues that were a major defect
• On requirement provided solutions to the Asset Management team in re-building the workflow for in and out of an asset.
• Implemented Domain separation for the better use of MSP and outsourcing the projects onsite.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Worked on huge Workflow design for on boarding and off-boarding of a partner/ employee/Contractor based on the requirements provided by the teams.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Worked on Discovery in order to re-locate the devices that were irregularly managed and found a solution in resolving the issues with using the discovery tool for a better use.
• 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.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Interface extensively with all areas of the organization including Operations and Development.
• 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.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Worked on BMC Remedy Tool.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Managed users, groups and roles.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to 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 systems procedures, and prepared systems documentation.

Environment: Service Now, JavaScript, JQuery, Jelly, BMC Remedy, HTML, XML, CSS.

Confidential

UI Developer

Responsibilities:

• Designed the class diagrams and sequence diagrams using Microsoft Visio.
• Developed the UI Screens using HTML, DHTML, XML, and JavaScript, jQuery Custom-tags, JSTL DOM Layout, Ajax and CSS.
• Client side validations are developed using jQuery and JavaScript.
• CSS based page layouts that are cross-browser compatible and standards-compliant were developed.
• Responsible for the color scheme of the website, overall layout design using HTML, XHTML and CSS.
• Implemented AJAX methodologies for required page update for improving the efficiency of the page load of the application.
• XML, XSLT and XPATH were used for cross platform information parsing.
• Designed graphics using Fireworks and Adobe Photoshop.
• AJAX scripts were used to improve the performance of the page.
• Involved in designing wire-frames and process work flow of the application.
• Extensively used/modified jQuery to perform AJAX calls for creating interactive web pages on JSON response.
• Played active role in Analysis, Design, Coding and Development of customized application interfaces.
• Designed the presentation layer and GUI framework for the view part of the application written using JSP and client-side validations were done using JavaScript.
• Designed applications were tested using debugging tools like Firebugs/IE Developer Tools when deployed in different available browsers.
• Dreamweaver and Adobe Flash are used for designing new HTML pages
• Testing of the product: Unit Testing, Module Testing, Integration Testing and Regression Testing.
• To track and maintain the history of bugs/issues on everyday basis, Bugzilla is used.
• Environment: HTML, CSS, JavaScript, jQuery, AJAX, JSON, XML, XSLT, DHTML, Adobe Dreamweaver, Photoshop, Adobe Flash, Usability Testing, Microsoft Visio, Agile methodology.

Environment: HTML, CSS, OO JAVASCRIPT,, AJAX, JSON, JSP, JQUERY, SERVLETS, DOM, SQL PL/SQL, DB2.