PROFESSIONAL SUMMARY:

• 7+ years of Professional IT Experience with 4 years of Experience in ServiceNow Development, Configuration, Implementation and Administration.
• Configured Applications using Service - Now used in ITIL Management. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with Customers and Clients.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Expertise with ServiceNow Content Management System (CMS).
• Involved in migration process from Eureka to Fuji and then to Geneva.
• Developed business requirements and technical design documents for implementing ServiceNow.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Created Access Control Rules (ACL).Used scripting tools and ServiceNow functionality to create script for automating routine tasks being done in Service Now.
• Working knowledge of Agile methodology.
• Good hands on experience on Automation Tools(Jenkins, Bamboo).
• Good understanding of Object Oriented analysis design and application development.
• Hands on experience on Active Directory, LDAP and maintain Single Sign-On (SSO) Integration.
• Created Knowledge articles & mentored & trained business users & Helpdesk users on Service Now platform.
• Created, monitored, modified, and published service catalog workflows with approvals.
• Responsible for loading, manipulating and maintaining data between ServiceNow and other systems.
• Experience in SaaS software configuration and development using Web Services and Simple Object Access Protocol, XML, and AJAX.
• Hands on experience in web development using HTML, JavaScript and CSS and in application development using Java/J2EE.
• Experienced in the management of all phases of the application lifecycle and best practices including Requirement Gathering, Design, Development, Testing (application code and user acceptance).
• Good understanding of different Software Development Life Cycle (SDLC) models and QA Methodologies.
• 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:

Languages: C, C++, PL/SQL, XML, HTML, CSS, Java and Java Script.

Build Tools: Hudson, Jenkins, TOAD, Cruise Control, ANT and MAVEN.

CD/CI Tools: Hudson, Jenkins, Bamboo.

Versioning Tools: CVS, Subversion, GIT, Clear Case, TFS, Perforce, Web Servers Web Logic, Web Sphere, Apache Tomcat, JBoss, IIS Server 6.x/7.x, Scripting Shell Scripting, SQL, Perl Scripting

Web Technologies: HTML5, DHTML, Prime Faces, CSS3, AJAX, JavaScript, JQuery.

IDE Tools: Eclipse, Net Beans, TOAD.

Operating System: Windows XP, 7, 8.1, 10

Service Now Administration: Service Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access management (RITM), LDAP, Personalizing Forms, Personalizing Lists, scripting, Create update sets, Move update sets between instances, ICM changes.

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

WORK EXPERIENCE:

Confidential - Schaumburg, IL

Service Now Developer

Responsibilities:

• To implement custom applications in ServiceNow to accommodate business processes of HR, IT, Finance and Admin .
• Integration of other enterprise applications with ServiceNow which includes SFTP integration and also integration with web services .
• Working on custom CMS portal which was developed using bootstrap CSS and CMS of ServiceNow.
• Involved in creation of Service Now Applications, Modules, tables, columns as per requirements.
• Configured Employee self-service portal using Content Management (CMS).
• Configured Service Desk call module for different call types and trained helpdesk working on the new call screen.
• Worked on State stories- conflicts with same state codes and reporting issues.
• Involved in creating the Business Rules, UI Actions and UI Policies.
• Created Buttons and context menus both on form and lists using UI actions.
• Data Archiving- Theoretical/ research work on activating plug-in and configuration- activated plug-in and set some on demand archive rules.
• Involved in the Service Now instance upgrade activities and creating new homepages.
• Created new Operations Knowledge base and configured knowledge base access for operations such that the team can create/maintain procedural articles that can be searched and utilized by the operations staff related to jobs. Attached manual workflow for it.
• Worked with Asset Management on filtering asset types based on model categories.
• Configured GRC- Email notifications to assignees set for 30/ 60/90 day reminders and due date reminder, date change reminder for remediation generated through observation /audit and control test.
• Reviewed current ACL's and determined how to map to new user has access.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Upgraded from Geneva to Helsinki version and UI 15 to UI 16.
• Performed testing on change task workflows, Barcode scanner working in inventory.
• Assigned Work task tickets for call type general inquiry for service desk and created templates for work tasks.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.

Confidential - Detroit, MI

Service Now Developer/Admin.

Responsibilities:

• 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.
• Develop and manage application code, user interface, and third-party integration components.
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles .
• Manages 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.
• Performs migration activities (Dev to QA, QA to Prod).
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
• Coordinates installation of Service Now upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Confidential - Plano, TX

Service Now Developer

Responsibilities:

• Involved creation of Service Now Applications, Modules, tables, columns as per requirements.
• Involved in development of Service catalog which includes creating new catalog items, designing workflows for Change management.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in Service Now.
• Involved in creating the Business Rules, UI Actions and UI Policies.
• Involved in LDAP integration with Service Now for obtaining users and groups.
• Worked on integrating Service Now with external SOAP and REST based web Services.
• Involved in the Service Now instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Involve in migration between various environments in Service-Now using update sets and import sets Worked with reporting in configuring Service Level Agreements (SLA).
• Experience working in ServiceNow versions Dublin, Eureka, Fuji, Geneva.
• Good working knowledge of the technologies web applications, networks, protocols and email (SMTP, POP3).
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Strong experience in working on user interface applications and web applications using HTML/XHTML, CSS3, JavaScript, JQUERY, Bootstrap and XML.

Confidential - Columbus, OH

Java Developer

Responsibilities:

• Design/Implement the newly introduced modules.
• Designing UML diagrams for new enhancements.
• Designed class diagrams, use cases for new enhancements.
• Creating requirement documents and design the requirement using UML diagrams.
• Estimating enhancements received from client and creating tracking documents to execute project successfully.
• Worked on User interface system using HTML5, CSS3, JavaScript, AJAX, JSON, JQuery, AngularJS, BackboneJS and Bootstrap.
• Creation of Java classes and interfaces to implement the system.
• Implementing Servlets and JSP for designing purpose - using HTML & JavaScript.
• Writing stored procedures, complex query for backend operations with the database.
• Performing unit testing and integration testing.
• Support the application during warranty and create reports on the quantity of data transmitted/received from the vendor.
• Creating tracking sheet for tasks and timely report generation for tasks progress.
• Code review, review its effectiveness, defect tracking, defect solving.
• Analyzing bugs, production problem and assigning it to offshore team members.
• Distribution of tasks and monitoring it until successful completion.
• Documentation of defects and the corresponding fixes and patches.
• Ensured smooth co-ordination between the onsite and offshore teams on delivery.