SUMMARY:

• Over 7+ years of Experience in Information Technology, 4+ years of Administrating and Configuring Applications using ServiceNow with ITIL Framework.
• Experience in Designing, customization, enhancing, workflow configuration, integrate and supporting Service - Now suite of products such as Incident Management, Problem Management, Change Management, Asset and Service Request management systems.
• Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience in delivering medium to large-scale Service Now implementations.
• Proven experience in working with wide variety of ITIL tools like BMC Remedy and various ServiceNow modules, CMDB, ITIL tools, integrations within complex ITSM environment.
• Expertise in debugging and optimizing the performance of Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Experienced in aspects of quality management with various standards like ISO and SOX.
• Extensive experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs.
• Extensive experience in activities related to SFDC Development like creating visual force page, and creating business logic using apex.
• Experience in configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Involved in Data Integration and Migration with the existing Legacy systems using data loader.
• Experience in Integrating App Exchange Applications with Sales Force, Mass E-Mail Management, Application management using Force.com Plug-in & Eclipse IDE in Sandbox and Production Environments, Working with different aspects of Web Services (XML, WSDL, SOAP).
• Excellent hands-on experience in Client and Server side Scripting.
• Worked on Various Web Services Integrations using SOAP and REST.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability.

TECHNICAL SKILLS:

ITIL: ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAP.

Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL.

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

QA standards: ISO, SOX

PROFESSIONAL EXPERIENCE:

Confidential, Portland, OR

Service Now Developer/Admin

Responsibilities:

• Developed Service Catalog items based on the requirement.
• Developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Maintained the Configuration Items and modified the forms and form Sections.
• Experience in Web Services, Rest, SOAP, WSDL.
• Developed reports as per requirements from management.
• Defined and configured DISCOVERY schedules, worked on DISCOVERY, set up mid servers and check for the connectivity.
• Working with Discovery tools to discover and Import Configuration items into Remedy CMDB.
• Worked on Discovery tool and set up mid servers and check for the connectivity, expertise in troubleshooting Discovery tool.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting.
• Strong experience in customizing the form design and form layout for various forms in the ITIL Process like Incident, Problem and Change management in Service Now.
• Manages users, groups and roles.
• Worked with windows team, network team and Asset Management team to check for the data collected through discovery is accurate.
• Worked on Asset Management and loaded the data into it.
• Configured multiple forms for Asset Management module using Configuration Management Database.
• Created transform maps both automatic field mapping and scripting.
• Experience in working with UAT tool for testing the developed application.
• Built integrations between existing Retail toolsets and Service Now to drive efficiency for the Service Desk, Retail, and Deployment teams
• Worked on Email Notification, Reports and Database views.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Expert in writing detail system use cases, developing business test cases, and working with QA teams during testing phase thereby facilitating acceptance testing with stakeholders and business users.
• Provided support for the HR case management form and customized its work flow upon few changes in the company infrastructure.
• Integrated HR case management with work day to keep employee information in sync with existing organization work day solution.
• Worked on CMDB, Asset management and Software Asset management.
• Performed Data migration to import data from other applications and external databases, and SCCM.
• Worked on end to end implementation of various third-party monitoring tool Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the Service-Now platform.
• Worked with clients to assess current state processes and tools, defined Service-Now requirements and developed and configured the Service-Now platform.
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
• Implemented Project Portfolio Management.
• Performs migration activities (Dev to Stage, Stage to Prod).

Environment: ServiceNow, Discovery, CMDB, JavaScript, Java, Html, CSS, Glide Script, Web Services.

Confidential, Plymouth, MN

Service Now Developer/Admin

Responsibilities:

• Worked on AWS Cloud Watch integration with Service Now. It is created an incident in Service Now.
• Hands Experience on monitoring tool with Service Now integration.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Worked on integrating CA performance with the Service now using web services.
• Business Requirements gathering from the Stakeholders and documented the requirements
• Experience in working on the ITIL process configuration i.e. Change Management system.
• Used Power shell scripting language for customizing the existing work flows.
• Created event binding rules to monitor incoming events.
• Created Inbound Email Integrations for creation of Service Requests and Incidents for event management.
• Worked on Pager Duty integration. Pager Duty provides alerting, on-call scheduling, escalation policies and incident tracking to increase uptime of our apps, servers, websites and databases.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Develop and manage application code, user interface, and third-party integration components.
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes.
• Responsible for the design, development and implementation of mappings/transformations based on source-to-target specifications.
• Functional knowledge experience and implementation experience of ITSM frameworks, Service Watch and Service Mapping.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Setup MID Server used by Discovery and troubleshooting problems with the tool configurations. Worked on Configuring rules, monitors and management packs in SCOM.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Worked on integration using SOAP / WSDL / RESTFUL.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Worked on Inbound Email actions.
• Worked on Email Notification, Email Templates and Email scripts.
• On requirement provided solutions to the Asset Management team in re-building the workflow for in and out of an asset.

Environment: SERVICE NOW, Java Script, HTML, CMDB, CSS, Jelly etc.

Confidential, El Paso, TX

Service Now Developer

Responsibilities:

• Design, configure, develop, and test custom Service Now forms, tables, and workflows based on business requirements.
• Extensively worked on creating Client Scripts, Business Rule, and UI Action by using Glide Form and Glide Record objects used by several other important objects.
• Created new applications and modules as per the requirement design.
• Writing Catalog client scripts and UI policies to make client side changes.
• Worked on functional requirements within Service Now for CMS, Service Catalog Management (SCM) and Incident.
• Created UI pages to use them in Service Catalog, designed buttons & context menus both on form and lists using UI actions.
• Involved in Service Now Instance upgrade from Dublin to Eureka.
• Responsible for the access control and security.
• Created some new roles to restrict the access.
• Configured the system in a way to address an organization’s business needs.
• Designed and developed workflows for Service Requests, Incident Management and Change Management.
• Responsible for overall systems and its processes.
• Imported data from various data sources using import sets and transform maps.
• Designed and implemented Service Now Integration solution with Emails, SMS and Alerts.
• Involved in all process improvement documentation, diagrams and Knowledge base tutorials used by the Admin team and uploaded each document to the SharePoint Site.
• Interface with Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.
• Queried table by using Glide Record, worked on complex log file and debugging script.
• Participated in installation and setup of the process applications that are provided with Service Now and created custom applications.
• Configured new Approval Process, Assets, and Configurable Items.
• Defined & configured DISCOVERY schedules, worked on DISCOVERY, set up mid servers and check for the connectivity.

Environment: ServiceNow, Java Script, Html, CMDB, Discovery.

Confidential

Service Now Developer

Responsibilities:

• Worked with business users to identify and refine business requirements and workflows.
• Good knowledge in Java & java script programming skill.
• Involved in developing various forms using SQL development Skill.
• Understanding of IT service management and the ITIL business process.
• Supported and created an Access Control rule (ACL).
• Involved in creating the adhoc reports in ServiceNow.
• Created the new Applications and Modules, custom tables in ServiceNow.
• Created, monitored, modified, and publish service catalog workflows with approvals.
• Responsible for the Service Now tool administration module and creation of new Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Involved in loading of data into CMDB using discovery and file imports.
• Created complex transform scripts in transforming the data into the SNOW database.
• Assisted in Release Management during product and batch releases and managed documents and verified the changes.
• Written script includes and invoked them in business rules and client scripts.
• Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate.
• Implemented CMDB Bi-directional Web Services integration. It involves consuming rest- full web services, publishing SOAP web services, using Business Rules, Script Includes, UI Actions and Other Service-Now scripting modules to support data synchronization and business logic. Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.

Confidential

ServiceNow Admin

Responsibilities:

• Execution, Customization and Maintenance of ITIL modules, for example, Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Improvement of Service catalog which incorporates making new catalog items, planning workflows and execution plans.
• Created functional and technical specifications documents for various ServiceNow modules
• Made different front end forms, and related Client Scripts, UI policies, including propelled customizations that require alteration of UI Pages/Macros.
• Planned Workflows, alongside standard Workflow templates which can be reused.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Documented all implementations and best practices defined within team.
• Developed reports as per requirements from management.
• Worked with Apache Jelly to make different sorts of UI pages and Macro templates.
• Coordinating the instance upgrade activities.
• Settle bugs in incident, problem and change management.

Environment: Apache Jelly, JEE, SQL, PL/SQL, Java JDK 1.6, JDBC, ServiceNow tool, Dreamweaver, SQL.