SUMMARY:

• IT professional with total experience of 8 years of relevant experience in the field of ITSM and Java/J2EE.
• More than 5 years of experience in Configuring Applications using Service Now tool, used in ITIL Management.
• Hands - on experience in technical implementation of Incident Management, Problem Management, Change Management, Service Catalogand CMDB.
• Extensive with Eureka, Fuji, Geneva and Helsinki instances of ServiceNow platform and experience in Installation and Configuration of different modules of Service-Now.
• Constructed new and customized applications, created new client scripts, Business Rules as per client requirements.
• Experience in working with UI Actions, UI Policies, UI Macros and Data Policies inServiceNow.
• Created an Access Control Rule (ACL). Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Designed and configured different Workflows for various Service Catalog items and involved in creating and configuring the SLAs as per the requirement.
• Experience in creating Update Sets to migrate group of customizations from one instance to another instance.
• Integrating Service Now application with External applications using Web Services (SOAP) and data imports using import set.
• Hands on experience developing Content Management System (CMS) in Service Now.
• Involved in LDAP integration with Service Now for obtaining users and groups.
• Imported Configuration Items(CI) from third party applications using import set tables.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Experience using SQL Queries to check the Data Validity after Extraction, Transformation & Loading for Business Intelligence Reports.
• Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile Methodology.
• Experience of BMC Remedy ITSM 7.x implementations for large organizations in integrated environments.
• Experience with integrating BMC Remedy with external applications using Web Services.
• Hands on experience working on Core Java, J2EE, JSP, servlets, Python, Shell Scripting, PowerShell related applications and deploying those applications using Apache, Tomcat, WebLogic servers.
• Experienced with Web services including SOAP, REST, JSON, and XML based integrations.
• Excellent oral and written communications, interpersonal, negotiation, analysis and problem-solving skills.

TECHNICAL SKILLS:

WEB & CLIENTSERVER: HTML5/CSS3, J2EE (JSP-Servlet), XML TECHNOLOGIES

DBMS: Oracle 10g, SQL, JDBC

PROGRAMMING: C, C++, JAVA

LANGUAGES: jQuery, jQuery for mobile, JavaScript

OPERATING SYSTEM: Windows, MAC OS

TOOLS: Eclipse, NetBeans 8, XCode.

PROFESSIONAL EXPERIENCE:

ServiceNow Developer/Admin

Confidential, Philadelphia, PA

Responsibilities:

• Updating Incident/Problem/Change module based on client feedback.
• Responsible for creating tickets and resolving server's issues on time.
• Used client side and server-side scripting to create Business Rules, Client Scripts, UIPolicies and UI Actions, create various workflows for Incident, Change, Service Requests.
• Created some UI screens using HTML, JavaScript, JQuery, CSS.
• Designed and Implemented Hibernates Data Access Layer for efficient database management and caching.
• Developed and implemented JUnit Tests.
• Added new functionality to ad b min console to create and update rebalance, reconciliation of reports.
• Involved in the design and development of Web Services using Java to get data from advice database, real- time cancellations and real-time enrollments.
• Designed the Content Management System for Various system which involved layout, UIpages, CSS and service catalogue work.
• Sets up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog Requests, and items with variables.
• Configured SLA's depending on requirements of various groups.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Use scripting tools and Service Now functionality, create script to automate routine tasks being done in Service Now.
• Created schedules, reports and Monitor Performance of Service Now.

Environment: Service Now, Asset Management, Incident Management, Change Management, Problem Management, CMDB, HTML, Java script, MS SQL server.

ServiceNow Developer/Admin

Confidential, Baltimore, MD

Responsibilities:

• Worked with business users to identify and refine business requirements and workflows.
• 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.
• Involved in developing various forms using SQL development Skill.
• 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.
• Created Buttons and context menus both on form and lists using UI actions.
• Written script includes and invoked them in business rules and client scripts.
• Worked with windows team, network team and Asset team in order 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, SQL.

ServiceNow Developer

Confidential, Skillman, NJ

Responsibilities:

• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Created Buttons and context menus both on form and lists using UI actions.
• Worked with Apache Jelly to create various kinds of UI pages.
• Created and maintained API and data integration processes between ServiceNow and other services.
• Involved in creating and configuring the SLAs as per the requirement.
• Designed, developed new Service Catalog items.
• Worked on various ServiceNow customization, enhancements as per Client requirements. Created InboundEmail Integrations.
• Created and modified various Business Rules, Script includes, Ajax, JQuery, JavaScript, and Jelly scripts, UI Actions, UI Policies for the existing and customized applications as per the business requirements.

Environment: ServiceNow, Java Script, Jelly Script, XML, JSON, AJAX, HTML.

ServiceNow Developer/ Admin

Confidential, Malvern, PA

Responsibilities:

• Designing, configuring and customizing new applications and modules and Assisting in troubleshooting patch /release management issues.
• Involved in redesigning the workflows using Service-Now workflow editor.
• Involved in reconciliation of complicated workflows to simpler form.
• Worked on creating the UI pages to use them in catalog items using the UI Scripts.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Created SLA's definition and its properties.
• Configured workflows and notification conditions for SLA.
• Developed UI Appearance for Service Catalog Requests.
• Build reports, gauges, and home pages.
• Used Record Producers to create Incident and Change.
• Create and use update sets to move customizations between systems.
• Working on converting a running customer complaint site in PHP to Service Now CMS project.
• Used ACL's for controlling the security mechanism in Service Now.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Responsible for administering the Service-now Instances and Clone SchedulingProcess.

Environment: Service Now, Asset Management, Incident Management, ITIL, HTML5, Java script, Jelly Script, Web Services, HTML, CSS, CMDB

Remedy Developer

Confidential

Responsibilities:

• Implemented SRM 2.2 and created custom advanced interface form for client's business requirements.
• Worked on Common Request System, Problem Tracking and Time Tracking System Remedy application projects.
• Development of web interface using Remedy Mid-tier web services consumed in .Net environment using C#.
• Installed and Configured Remedy Action Request System 7.1 and 7.5, Remedy Asset Management and Remedy Change Management.
• Deployed all of the developed internal applications on the web using Remedy 7.1 Mid-tier.
• Installing and configuring Remedy Approval server and integrated with our internal CRS application by defining various roles and rules of the approval server.
• Upgrading Remedy system from ARS 7.1 to ARS 7.5.
• Installed and Configured Remedy Action Request System and ITSM 7.x
• Involved in Design & Analysis of the Customer Specifications, Development and Customization of the Application.
• Migration of definitions and data using Remedy Migrator, import and export tools from development to production system.
• Implementation of Remedy Flashboards for various SLA, CTID problem ticket statistics.
• Configuring of SLA's depending on requirements of various groups.
• Configured different approval rules and roles for the current setup.
• Identifying CI's / Classes and relationships while setting up CMDB.
• Designed different service reports to be used by the Quality department using crystal reports
• Creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.

Environment: Remedy ARS 7.x/6.x, Remedy Migrator 5.x, Remedy Import 7.x/6.x, Remedy Helpdesk Application 7.x, C#, Unix, MS SQL Server 2005, Crystal Reports 9.x, .Net, XML.

Java Developer

Confidential

Responsibilities:

• Involved in the analysis, design, and development and testing phases of Software Development Life CycleSDLC.
• Developed N-tier client-server business application software using Model View Controller (MVC)Architecture.
• Extensive use of core Java Collections, Generics, Exception Handling, and Design Patterns for functionality Involved in writing different Design Patterns like Filter, Action, Business Delegate, Service Locater, Data Transfer Objects (DTOs) and Data Access Objects (DAOs).
• Used Hibernate in persistence layer and developed POJO's, Data Access Object to handle database operations.
• Worked on System security with the use of SSL (Secure socket layer), encryption and used role-based security.
• JSON being light in nature was used as the chief source of communication between the server and application.
• Expertise in developing reusable and interoperable Web service modules based on SOA architecture using SOAP and RESTful Preparation of Java and JSP coding standard checklist.
• Involved in the development of Servlet, Struts Action classes, Business Objects, Web Services.
• Involved in writing JUnit Test Cases and Ant Build Script.
• Involved in writing JSP using Bean, Logic, HTML, and Iterate Tags.
• WSDL has been used to expose the Web Services.
• SOAP has been used as a protocol to Communicate in the form of XML messages.
• Developed client request validations and processing using JavaScript and HTML.
• Used Hibernate Transaction Management, Hibernate Batch Transactions, and Hibernate Cacheconcepts.
• Developed Struts Action Forms, Action classes and performed action mapping using Struts.
• Used MAVEN as a build tool in adding dependences with PAGE OBJECT MODEL design pattern.

Environment: WebLogic 10.3, Java 1.5/1.6, Apache Axis, JSP 2.0, Hibernate 4.3, Servlets 2.5, XML, SOAP, WSDL, Oracle, Eclipse, JAXR, JAX-WS, JAXM, PL/SQL, Bean, Junit, Struts, DAO, AOP Spring, MVC Spring.