PROFESSIONAL SUMMARY:

• Overall 6 years of professional experience in IT industry.
• 4.5 years of experience in ServiceNow platform implementation, support, development and administration.
• Direct hands on experience on various IT Services of Service - Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Strong skill set in ServiceNow suite development including SOAP/REST integration, Web services, Discovery, Workflows.
• Experience in implementing Customer Service Management Application including Case Management and Fields Services.
• Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI Policy, Business rules, Data policies, Client scripts.
• Experience in Implementing Single Sign On (SSO) using SAML 2.0.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience in enhancing ServiceNow functionality by customized JavaScript code to support business needs.
• Experience in assigning SLA’s to the incident management.
• Experience in creating Portfolio in Helsinki and Istanbul release.
• In depth knowledge on technical implementation on various modules of Service-now like Incident Management, Problem Management, Change Management, Configuration Management.
• Experience in Server Script (Business Rules/Script Includes) and good understanding of Server/Client API.
• Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table record.
• Data modelling and creating ACL for custom tables. Involved in creating Custom Application and Modules.
• Good knowledge of CMDB, Asset Management Services: Business Services & Configuration item relationships.
• Worked on Configuration Items and Applications stored in CMDB tables.
• Worked with Import Sets and Transform Maps in ServiceNow to load complex data into the custom tables being used as Staging environment.
• Expertise in designing Service Catalog Items with Complex Multipurpose Workflows.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Good understanding of object oriented analysis design and application development.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM.
• Functional knowledge and implementation experience of ITSM frameworks.
• Basic Level Troubleshooting experience in Discovery and Service Mapping

TECHNICAL SKILLS:

ITSM tools: ITSM Suite, HP Service Manager, HP Access Manager, BMC Remedy, ServiceNow.

Languages: SQL, PL/SQL, AJAX, JavaScript, Angular JS, JQuery, JSON, HTML, XML, CSS.

Databases: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4, MS Access, TOAD, Teradata Utilities.

Operating Systems: Windows 95/98/NT/2000/XP, UNIX (Solaris, HP-UX), LINUX, AIX, SOAP UI.

Utilities: MS Word, MS Excel, MS Office, REST Client, SSO

Methodologies: SDLC, Waterfall, Agile, V-Model

PROFESSIONAL EXPERIENCE:

Confidential, San Jose, CA

ServiceNow Developer/Admin

Responsibilities:

• Responsible for various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Experience on ServiceNow Customizations as per client's requirement.
• Involved in Designing, Development and Implementation of CMS (Content Management System) for customizing portal Pages using Jelly Script and UI Macros.
• Involved in Configuration, Web Services, Catalog Client Scripting, SOAP, Developing complex workflows.
• Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, Jelly, AJAX, CSS and HTML.
• Worked on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis while working in ADAM for Authentication.
• Involved in LDAP integration with ServiceNow for obtaining users and groups and played a significant role in Persona Management Project.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, creating a service ticket, Schedule a call from the service desk and schedule a time for solving the issues.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Experience with Access Control Lists Setup and debug module for various ITIL processes as per the requirements.
• Expertise in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Configured Scheduled Data Import for importing data files from remote server location.
• Experience in generating and scheduling reports for multiple criteria as requested by different groups.
• Experience in complex transform scripts in transforming the data into the SNOW database.
• Worked to streamline the process flow for Upgrades and implemented the Project Tasks setup for all the developers to review Skip Logs and upgrade issues.
• Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic/ad hoc tasks in ServiceNow. Has been part of end user self-service portal management.
• Experience in working with the workflows using ServiceNow workflow editor and its core Utilities.
• Maintained the integrity of the ServiceNow tool across production and non-production environments. Involved in production support for all the ServiceNow related issues.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs. Designed and implemented new functionalities for enhanced features.
• Involved in running the jobs to push the data into the application using Import Sets and Transform Maps. Generated weekly reports and metrics for IT management.

Environment: ITIL, Scrums, MID servers, JavaScript, HTML, CSS, Business Rules, Service Catalogs, Integrations, Workflows, Transformation maps and Access Controls Lists.

Confidential, Chicago, IL

ServiceNow Developer/Administrator

Responsibilities:

• Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current ServiceNow system.
• Monitored and performed ServiceNow admin activities which involve user and group administration.
• Implemented and maintained ServiceNow platform to meet the business processes and support ITIL Framework.
• Designing and customizing new Applications and Modules as per the requirements.
• Created users, groups, roles and load data to ServiceNow using import sets on daily, weekly or requirement basis.
• Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.
• Worked on various modules in Service Catalog Management.
• Involved in configuration of Email notification and SMS notification to alert the users of ServiceNow.
• Developed solutions using Web services (SOAP/REST), JavaScript and web technologies to integrate ServiceNow with internal/external systems. Worked on REST API as a third-party application for Integration.
• Worked on ServiceNow scripts by using JavaScript also used Angular JS for creating UI Scripts.
• Involved in transfer of data from one instance to other by creating and maintaining automation on Transforms and Imports . Created transform maps using automatic field mapping and scripting.
• Worked on migrations from Eureka to Geneva.
• Strong in creating various work flows for Incident Management, Change Management and Service Requests.
• Involved in testing forms and reports for correct mapping of the objects and data transfers.
• Good knowledge in designing and implementing of service requests through ServiceNow Catalog.
• Understanding the requirements and designing of work flows.
• Implementing new functionality using Business rules, Client Scripts, Access control lists (ACL) etc.
• Worked on System Requirement Specifications (SRS) including problem analysis and system definition models.
• Hands on experience in maintaining CMDB while tracking the record of configurations stored in CMDB.
• Responsible for installing and configuring MID servers for our CMDB Discovery and designed transform maps.
• Troubleshoot the discoveries for probe errors and at times customized OOTB probes for specific categories of CIs.
• Involved in the Integration of SCCM, a configuration management database, with CMDB. And this integration used the SQL server as staging table while connected to CMDB using JDBC connectors .
• Worked on NOTIFY integration for managing the major incidents.
• Involved in integrating Chat and email systems for a business.
• Monitored system performance and provided system statistics and reports to the business.
• Created homepages including basic reporting, gauge configuration and dashboards.
• Involved in preparing documentation for installation, design and maintenance of Custom modules in ServiceNow.
• Created many standard work flows which are propagated and handled in many custom events.
• Worked on Enhancements to Problem management module with development team based on requirements out of UAT.

Environment: ServiceNow, CMDB, SOAP, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7, SQL Server.

Confidential

ServiceNow Developer/ Admin

Responsibilities:

• Successfully worked on business requirements and technical specifications for ITSM platform.
• Responsible for providing ServiceNow customization to end clients.
• Strong knowledge in JavaScript for writing Client scripts and Business rules.
• Involved in creating new workflows and modifying the existing work flows according to new requirements.
• Worked on Incident management, Problem management, Change Management, Configuration Management.
• Configured inbound Email actions to create incidents or requests.
• Modified forms and form sections depending on the items to be configured.
• Developing Service Catalog Items as per the requirements of the stakeholders.
• Worked in production support for all the ServiceNow related issues.
• Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Involved in planning and coordinating Implementation plan for every release in ServiceNow.
• Implementation of changes effectively to improve the efficiency and automation in ServiceNow.
• Prepared requirement specifications and design documents.
• Strong knowledge in scripting using JavaScript.
• Used PowerShell Scripts, SQL Scripts
• Good knowledge in designing the layout of the forms using UI actions and UI policies.
• Build reports, gauges and homepages.
• Implementing ServiceNow discovery and CMDB and integrating it with Change Management.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Development of requirement integration components (SSO, LDAP, SOAP).
• Worked in coordinating all the changes through ITIL based change management practises.
• Worked on Update Sets to transfer data from one ServiceNow instance to another instance. Explored Back out feature to fix deployment issues on non-prod environments before using it on prod.
• Development of various custom features in OOB ServiceNow applications like Incident Management, Problem Management, Configuration management, Discovery and Portfolio, Project Management & CMDB.
• Involved in creating Import sets to transfer data and transform maps.
• Developed new Service Catalog Items and fixed bugs in incident, problem and change management.
• Helped Release management process to resolve deployment issues as a peer reviewer during product and patch releases.

Environment: Java Script, Angular JS, JSON, jQuery, Web services (SOAP/REST), XML, HTML, iframes, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM.

Confidential

Jr Java Developer

Responsibilities:

• Responsible for designing and developing Purchase Order Web Service and presentation layer.
• Designed and developed Enterprise Eligibility business objects and domain objects with Object Relational Mapping framework (Hibernate).
• Developed Presentation layer components comprising of JSP, AJAX, CSS, and jQuery.
• Implemented Asynchronous Functionality using jQuery Ajax.
• Designed and Implemented Spring Framework based Restful service for handling AJAX requests.
• Involved in writing database coding, complicated functions, Triggers, Types, Views and Packages
• Developed DAO API to manage the payment information using Hibernate ORM.
• Used Log4j framework for logging messages with various levels written throughout the java code
• Used Web Services for creating rate summary and used WSDL and SOAP messages for getting insurance plans from different module and used XML parsers for data retrieval.
• Used Eclipse based STS IDE for designing, coding and developing applications
• Developed test cases and performed unit testing using JUnit.
• Documented designs on confluence using class diagrams, sequence diagrams and high-level activity diagrams using UML from the requirements.
• Used Maven script for building and deploying the application.

Environment: Spring Framework, Hibernate ORM, jQuery, CSS, AJAX, Html5, SQL, JDBC, SOAP Web Services, Restful services, Eclipse(STS), Web Logic, SVN, JUnit, JIRA, Maven