SUMMARY:

• Certified System Administrator.
• Worked in four end to end implementations of Service Now.
• Have 8+ years of experience in IT.
• Experience in Installation and Configuration of different modules of Service - Now.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Hands on experience developing CMS in Service Now.
• Created Knowledge articles & mentored & trained business users & Helpdesk users on ServiceNow platform.
• Worked on CMDB and Asset Management in providing better scope of understanding on the inbound and outbound of assets.
• More than 4 years of experience in Configuring Applications using ServiceNow tool, used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Participated in workshops with ServiceNow partner teams to help companies implement Service Now using best practices in ITSM.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Over 7 years of experience in software analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications using Java/J2EE technologies.
• Development experience adhering with SDLC processes like Waterfall, Agile, Test Driven Development
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, Spring.
• Possess a strong coding experience using Core Java.

TECHNICAL SKILLS:

ITIL: ITSM, Service Now, JavaScript, HTML, CSS.

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net

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

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML

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

PROFESSIONAL EXPERIENCE:

Confidential, Pleasanton, CA

ServiceNow Developer/ Admin

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 in Confidential .
• On requirement provided solutions to the Asset Management team in re-building the workflow for in and out of an asset.
• 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.
• Worked on the latest release EUREKA which is the advanced release and discovered Service-Now upgrades.
• 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.
• 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.
• Worked on BLISS/Keystone Ops Console Request for 3rd party bank users to get access into Service Now

Confidential, Portage, MI

ServiceNow Developer/ Admin

Responsibilities:

• Worked on End to End implementation of Discovery.
• Maintained the Configuration Items and modified the forms and form Sections.
• Worked on Configuring the IP Addresses to help find out the un discovered CI's into CMDB.
• Integrated Service-Now With a third party to store all the credentials to avoid breaching up of credentials.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Created Dash boards on requirement.
• Reported inconsistency of form fields and maintenance of CMDB CI's.
• Gave suggestions to how the data needs to be moved from one Instance to the other using Update sets.

Confidential, Atlanta, GA

ServiceNow Developer/Admin

Responsibilities:

• Worked on end to end implementation of CTI Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Currently working to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: Java Script, JSON, jQuery, Prototype, Webservices, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential, Somerset, NJ

ServiceNow Administrator/ Developer

Responsibilities:

• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Defined user roles and groups and Configured LDAP integration and scheduled a nightly LDAP refresh.
• Implemented Incident management and Service Catalog.
• Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self enablement portal using CMS.
• Interface extensively with all areas of the organization including Operations and Development.
• Worked in configuring ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.
• Wrote Custom Reports, scripts to integrate with 3rd party software.
• Created schedules, reports and monitor performance of Service-Now.
• Created full documentation for Service-Now applications.
• Provided training and support to all Service-Now users.

Confidential, Atlanta

Java Consultant

Responsibilities:

• Responsible for Development, feature enhancements of the existing application.
• Designing the User Interface with JSP, Java Script, Struts Tag Libraries
• Worked on Incident management, Change management modules of Service Now
• Performance Tuning of the Application by using Ajax.
• Integrating SAS reporting with Java
• Integration of the Java with Active batch using Active Batch Java Bridge
• Developed DAO’s and Hibernate Related Mapping Files.
• Responsible for Change management and Impact Analysis for introducing the authorization functionality around the existing system
• Building prototypes for co-developing the requirements, defects or enhancements.
• Reproducing the defects and fixing, review of the design and code of peers.
• Creating the Sequence Diagrams and documenting the changes.
• Preparing unit test cases for Unit testing for the new functionality with Junit.
• Involved in User Acceptance Testing by Writing the Test Case Scenarios.
• Working closely with other teams of the project for pre and post development (support to QA /business teams/data team).

Environment: Struts2, Hibernate, JSP, Servlets, Java Beans, AJAX, MS SQL server, Weblogic 10.x