SUMMARY:

• 7+ years of experience in IT Software industry projects providing solutions for phases of Software Development, Testing and Implementing and involved in deployment activities of Client/Server and Web Applications.
• 4+ years of deep expertise and experience in configuration Service - Now tools for various ITIL processes such as Incident, Problem, Change, Service Request, CMDB and knowledge management.
• Expertise in creating and maintaining Access Control Rules for securing and providing the right access to right person/role. Knowledge in using Glide Scripting for creating UI Action and business rules.
• Experience in Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Deep understanding of Information Technology Software Development Life Cycle (SDLC) methodology, project management principles and providing end-to-end ITSM solutions using Service-Now.
• Experience in designing, developing workflows and in customizing the applications in Service-Now using Java Script, AJAX, HTML, XML.
• Extensive experience in working on projects with Waterfall and Agile methodologies such as Test-Driven Development (TDD) and Scrum.
• Experience in technical implementation of Service-Now modules such as Incident Management, Problem Management, Change Management, Knowledge Management and Service Catalog, SCCM in latest versions like Geneva, H elsinki and Istanbul.
• Experience in implementation of rising change request for the Deployments using Service-Now management for the smooth and error free Deployments.
• Proven experience in working with wide variety of ITIL tools like BMC Remedy, HP service manager and various Service-Now modules, CMDB, SDLC, ITIL Tools, Integrations within complex ITSM environment.
• Designed and developed Client Scripts, Business rules, ACLs and Java Scripting in Service-Now.
• Experience in Integration in Service-Now with various external Web Services also.
• Experience in configuring in Email notifications in Service-Now, UI Pages, UI Macro, Scheduled jobs, Script includes, Events.
• Strong skill set in Service-Now suite development including SOAP/REST integration, Web Services, Discovery, Workflow, CMDB.
• Knowledge on AWS (Amazon Web Services) cloud and Microsoft Azure integrations with Service-Now.
• Experience on doing required Single-Sign-On integration.
• Experience in creating Business rules, Client Scripts, UI Policies, UI Actions using JavaScript.
• Configured MID Server to import data from External Sources.
• Working knowledge in PL/SQL programming, including writing SQL queries using Joins, Stored Procedures and Triggers in Oracle, SQL Server and in DB2.
• Experienced in using UNIX shell commands and writing shell scripts.
• Developed User Interface projects using HTML5, CSS3, Bootstrap, JavaScript, JQuery, AngularJS, Database Management System Project and Simple Android Project.
• Create an access control rule(ACL), Use of Scripting tools and Service-Now functionality to create script to automate routine task being done in Service-Now.
• Configuration development and development of required integration components like SSO, LDAP.
• Strong knowledge in UML, Use cases, Class, Activity and Sequence Diagrams.
• Involved in 24/7 on-call rotation for production support. Involved in providing training to offshore team.
• Highly motivated team player with ability to solve problems, organize and prioritize multiple tasks.
• Zeal to learn new technologies and believes in giving the best in challenging environment.
• Designing the solution to implement the requirements by working closely with Architects.

TECHNICAL SKILLS:

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

Programming Languages: C, C#.NET 6/5/4, ASP.NET MVC, SQL.

Web Technologies: HTML5, CSS3, Bootstrap, JavaScript, JQuery, AngularJS

Database Tools: MySQL, MS SQL Server 2016/14/12/08, PL/SQL

IDE s: Visual Studio 2017/15/13/10, Service Now management, Eclipse.

Methodologies: SDLC, Agile, Waterfall, UML, VISIO.

PROFESSIONAL EXPERIENCE:

Confidential,Chicago,IL

ServiceNow Developer/Admin

• Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in Service-Now.
• Created Applications, Modules, tables, Columns as per the requirement specification in Service-Now.
• Created Workflows, Sub flows and Tables on Istanbul Managed inbound and outbound notifications in Istanbul.
• Involve in migration between various environments in Service-Now using update sets and import sets between Geneva, Helsinki, Istanbul.
• Involved in creating users, groups, roles and load the data to Service-Now using import sets on daily, weekly or requirement basis.
• Developed the administrative UI using AngularJS, JSON.
• Involved in redesigning the workflows using Service-Now workflow editor also involved in reconciliation of complicated workflows to simpler form.
• Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.
• Worked with reporting in configuring Service Level Agreements (SLA).
• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
• Utilized Orchestration to extend workflows to interact with systems and applications outside the Service-Now instance.
• Developed Transform maps to map values between Import Set and Service-Now tables.
• Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in Service-Now.
• Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Involved in upgrading version of Service-Now from Fuji to Geneva and Geneva to Helsinki with focus on Service Catalog and also have knowledge with patches for same version.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Worked on Glide AJAX and Glide Records for scripting and UI actions.
• Integrated AWS (Amazon Web Services) with Service-Now to provision stacks using Orchestration.
• Worked on scheduling the report generation in Service-Now as per the requirements.

Confidential,Atlanta,GA

ServiceNow Developer/Admin

• A Service-Now expert with experience on implementing end to end as Incident Management, Problem Management, Change Management, Release Management, Configuration and Asset management and Service Catalog in Geneva, Helsinki.
• Designed and developed solutions within the Service-Now environment to include modifications of application, forms, work flows, interfaces and any other customization required to support ITIL process.
• Created Buttons and Context menus both on form and list using UI actions.
• Written Catalog client scripts and UI policies to make client side changes.
• Knowledge on AngularJS and Node JS Frameworks
• Written Scripts includes and invoked them in business rules and client scripts.
• Created many work flows which are being reused and propagated and handled many custom events.
• Also, involved in generating the emails and escalating to the appropriate managers depending upon the business rules of the application.
• Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site and has been part of end user self- service portal management.
• Designed CSS page layouts that are cross browser compatibility and standard compliant.
• Configured Email notification and Alerts to notify users about specific activities in the system.
• Involved in migration between various environments in Service-Now using updates sets and import Sets.
• Worked very closely with ITSM process architect, customer personal, Business Analyst, IT architect, IT Support teams and other technical teams to ensure that business needs around implementation of ITSM process and Service-Now are in a controlled and predictive manner.

Confidential,VA

ServiceNow Developer/Admin

• Involved in requirement gathering sessions and creation of functional and technical design documents as per the requirements
• Implementation, Customization and Maintenance of ITIL modules such as Asset, Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies.
• Extensively worked with integrations between Service-Now and third-party application like BMC Remedy.
• Involved in creating reports in Service-Now and schedule the report generation in Service-Now.
• Developed custom probes and sensors to populate CMDB with pertinent asset data via JavaScript, Perl and Power Shell.
• Expert in AJAX, JavaScript, JQuery, prototype and Jelly scripting used in Service-Now.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, JSON, CSS, HTTP, and HTML5.
• Involved in automating the routine production support activities using Power Shell and VB Scripting.
• Worked on loading the data into Service-Now using import sets.
• Imported data from various data sources (FILE, JDBC) using import sets and transform maps.
• Experience in data modelling, database design, SQL and PL/SQL Programming.
• Experience in developing Crystal reports and converting crystal reports to Business Intelligence and Reporting Tool (BIRT) reports for web applications.

Confidential,VA

ServiceNow Admin

• Involved in integration and changes with regards to the Service-Now tool.
• As a Service-Now developer, generated Buttons and context menus using UI actions on forms and lists.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Interacted with ITSM Tools like BMC Remedy, HP Service Manager and their implementation.
• Involved in migration between various environments in Service-Now using Update Sets and Import Sets.
• Worked with reporting and configuring service level agreements (SLAs).
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Created data sources and loaded the Service-Now tables with different data formats.
• Involved in creation of reports, dashboards in Service-Now
• Strong working knowledge of various Service-Now components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility and Service Request Management.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Hands on experience in ITSM platform (Service-Now, Remedy, Remedy Force).
• Expertise in Design and developing custom applications in Service-Now and utilize its potential in PaaS (Platform-as-a-service) and SaaS (Software-as-a-service).
• Experience on CMDB, Discovery and integration with other external modules.
• Designed email templates by using html and jelly scripting and used them in notifications.
• Provide advanced support for Service-Now by troubleshooting a variety of difficult software problems, implementing bug fixes and performing root cause analysis.
• Experience on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX.
• Done integration with 3rd party tools using web services, SOAP, email, MID server.

Confidential

Web Developer

• Experienced with Design Patterns Model View Controller (MVC).
• Involved in system design process, utilized Rational Rose for design and detailed documentation of Use Case Diagrams, Structure Diagrams, Sequence Diagrams and Class Diagrams.
• Analyzed of the specifications provided by the Client.
• Preparing High Level Design Documentation.
• Implemented Struts frame work.
• Done the JavaScript validations for the user input screens.
• Used HTML, CSS, JQuery and JavaScript for designing and interfacing the web application.
• Worked with application and component groups to integrate into the application infrastructure.
• Packaged and deployed the entire application code to integration testing environment for all the releases.
• Build process with ANT framework to build and deploy the application.
• Deployed the application on a WebSphere 6.x server.
• Tested the entire System per the Use Cases using JUnit.