PROFESSIONAL SUMMARY:

• Over 7+ years of professional IT experience and 3 experience in ServiceNow platform as a both Developer and Administrator.
• Configured Applications using Service - Now tool used in ITIL Management. 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.
• Experience in Installation and Configuration of different modules of Service-Now.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Notify, Service Catalog, Configuration Management, Reporting, Discovery, Performance Analytics and Integrations.
• Adept Confidential coordinating with Stakeholders, Subject Matter Experts (SMEs) and end users to understand, analyze, communicate and validate requirements through User interviews, Joint Application Design (JAD), Joint Application Review (JAR) sessions.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experience in enhancing the ServiceNow functionality by customized JavaScript code to support the new business needs.
• Extensive experience of integrating ServiceNow with third party tools and implantation of SOAP and REST API.
• Integration using REST, SOAP and JSON.
• Experience in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Considerable experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Maintaining service level agreement (SLA) and monitoring SLA workflow. Setup the SLA for the incident, problem, change management processes as per the requirement.
• Proven experience implementing and customizing a web architected, n-tiered enterprise application.
• Integration of SFDC with external Web Service API’s.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Experience with complex integrations within the ITSM environment such as Service Now -Siebel, Service Now - Web service integration with third party application, BMC Remedy and Tally.
• Knowledge in creation of workflows for Service Catalog items in Service-Now.
• Experience in configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps .
• Utilized JDBC and ODBC of Data Sources for setting up the arrangement database in ServiceNow.
• 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 and SOAP).
• Strong experience in web development frameworks such as Angular or Backbone and one (or more) scripting languages : JavaScript, Python, Perl, Unix Shell, Windows Shell. JavaScript is preferred.
• Proficiency in debugging and optimizing the performance of Client Scripts, Catalog Client Scripts, UI scripts and UI Policies .
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Assisting client implementing the MSP (managed Service Provider) instance for ServiceNow and Domain Separation for ServiceNow Instances.
• Familiar with LDAP, MS Active Directory, ADFS
• Successful deployment of two SaaS Applications.
• Worked with Import Sets and Update Sets in ServiceNow.
• Configured Event Management ( ITOM ) by configuring Connector Instance and Connector Definitions.
• Ability in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Strong understanding of building, Installation and configuration of EC2 virtual servers in AWS cloud.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design .
• Experience working on Service Portal in Helsinki and Cloning Process.
• Excellent hands-on experience in Client and Server side Scripting.
• Worked on HR Service Management Module by offering a consumer-like self-service portal to employees along with out-of-the-box request and fulfill process automation.
• Better Understanding of BSM and Schema Maps.
• Coordinating the instance upgrade activities.
• Hands on experience in web development using HTML, JavaScript, Glide, Bootstrap, Angular JS, CSS .
• Outstanding knowledge in Configuring Email Notifications and Scripting Inbound Email actions.
• Strong understanding of cloud technologies, web applications, networks, protocols and email ( SMTP , POP3 ).
• Strong RDBMS skills with excellent knowledge of design, normalization and Database management concepts.
• Attention to detail and complex problem solving abilities from operational and technical perspective.
• Very good Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.
• Experience in developing applications Coordinated with the cross-functional teams and also have an experience in OFF SHORE environment.

Market Research

• Understanding the context and background of conducting research and thereby recommending the client with the optimal research design and competitive costs.
• Designing the data collection tools (questionnaires) based on information areas agreed mutually between the client firm and the research firm.
• Coordinating field work and data entry activities to achieve quality, time and cost efficiency.
• Analyzing and interpreting data to identify patterns and solutions, through interpretation of higher order analytical outputs.
• Writing reports (with comments, summaries and recommendations) with focus on quality in presentation of reliable findings.
• Partnering with clients in the plan for the development of new products & modification of existing ones, based on market feedback.

TECHNICAL SKILLS:

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

Ticketing Tools: ServiceNow (Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Project Portfolio Management, Release Management, Vendor Management, Access management)

Programming Languages: C, C++, Java, JavaScript, JQuery, SQL, PL/SQL, BootStrap.

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Databases: Oracle 10g, RDBMS, CouchBase, ElasticSearch

Database Tools & Reporting: SQL Client, TOAD, SQL Developer, Tableau

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

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN

Operating Systems: Microsoft Windows XP/NT/2007, UNIX, Linux

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

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, PA

ServiceNow Developer/Admin

Responsibilities:

• Working on Change Management by enhancing the form for outages and added some fields based on requirement.
• Customized various applications like Incident, Problem, Notify and Change management.
• Developed a custom application for Tech & Ops team. It includes effective user interaction to document the execution steps for the War Games that a specific team run and integrated it with Change Management Application.
• Generating reports that to access KPI’s and metrics that help improve business service proactively using Performance Analytics module.
• Good knowledge in designing the layout of the forms using UI actions and UI policies.
• Created portfolio in PPM module to measure the progress of several projects Confidential the same time and to create multi-project reports for analysis.
• Created transform maps using automatic field mapping and scripting.
• Maintaining the Configuration Items and modifying the forms and form Sections.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Developed Scheduled jobs and Scheduled reports to run them depending on the requirements.
• Worked on the service portal to design the portal as per the need.
• Created ACL’s to allow access for the users only to particular tables.
• Created various reports and customized the Homepages with the reports as per the usage and need of the users.
• Involved in configuration of Email notification and SMS notification to alert the users of Service now.
• Involved in creation and modification of various Business rules, Client Scripts, UI policies and UI actions.
• Designed Workflows for the catalog items depending on the requirements and to perform the automation.
• Attended weekly CAB meeting to represent the ServiceNow Change tickets and moved those fixes to the Production after the approval.
• Worked with the offshore team and communicating with them in the daily standups to design technical solutions.
• Fixed code issues and migrate the solution to production environment following the IT processes of client.
• Extensive experience in the development and customization of Service catalog items and Work flows.

Environment: Java Script, JSON, Web services, SOAP, XML, HTML, Integrations, Cloud services, ITIL, SCRUM, SOAP & REST Integrations, LDAP Integrations

Confidential, Richardson, TX

ServiceNow Developer/Admin

Responsibilities:

• Working on Change Management by enhancing the form for outages and added some fields based on requirement.
• Working with call center to evaluate the forms and make most of the fields on Incident Management form automated using client scripts and business rules.
• Installation of MID Servers on remote desktop and conducting tests required for Discovery.
• Working on End to End implementation of Discovery.
• Working on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.
• Integrates Service-Now with a third party to store all the credentials to avoid breaching up of credentials.
• Writing Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Collect, produce, report and provide dashboards for CMDB metrics and KPIs.
• Capture and publish ITSM metrics, Key Performance Indicator (KPIs) and Critical Performance Indicators(CPI'S)
• Worked as analyst and designed layouts for forms and workflows for the Internal and External Service Catalogs.
• Writing business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Setup MID server used by Discovery and troubleshooting problems with the tool configurations.
• Involves in MID-Servers for granted access to the SNMP devices by the ACL
• Working on Agile method environment and implementing the changes required by the business owners on a regular basis.
• Worked on Vendor performance management for evaluate and assigned roles to users.
• Worked on Orchestration to automate the top and frequently used service requests.
• Supporting the team with improvising the Discovery tool and configuring the CI's.
• Creating Dash boards on requirement.
• Coordinating the instance upgrade activities and migration activities
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog problem and SLM.
• Working on enhancing some Service Catalog Workflows which are creating glitches.
• Reporting inconsistency of form fields and maintaining of CMDB CI's.
• Worked on Domain separation.
• Give suggestions on how the data needs to be moved from one Instance to the other using Update sets.

Environment: Java Script, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, iframes, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM, SOAP & REST Integrations, LDAP Integrations

Confidential, Dallas, TX

ServiceNow Developer/Admin

Responsibilities:

• Successfully worked on business requirements and technical specifications for ITSM platform.
• Strong knowledge in JavaScript for writing Client scripts and Business rules.
• Involved in creating new work flows and modifying the existing work flows according to new requirements.
• Developed HR portal for the client.
• Worked on Incident management, Problem management, Change management and Configuration management.
• Configured inbound Email actions to create incidents or requests.
• Modified forms and form sections depending on the items to be configured.
• Developing Service Catalog items as per the requirements of the stakeholders.
• Worked in production support for all the Service now related issues.
• Implemented Service Now process for implementation of Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Involved in planning and coordinating Implementation plan for every release in Service now.
• Implementation of changes effectively to improve the efficiency and automation in Service now.
• Prepared requirement specifications and design documents.
• Worked on Content Management System for different vendors using ServiceNow instance.
• Documented Business requirements document, Functional design documents, process flow diagrams using MS VISIO
• Updated CMS using bootstrap responsive design, HTML, CSS, JavaScript, AJAX and Jelly.
• Used Tableau reporting to analyze and troubleshoot reports, ensuring data accuracy and timelines.
• Strong knowledge in scripting using JavaScript.
• Dynamic web site design and programming using HTML5, CSS3, Bootstrap, JavaScript, JQuery.
• Good knowledge in designing the layout of the forms using UI actions and UI policies.
• Implemented Service now discovery and CMDB and integrated it with Change management.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Development of requirement integration components (SSO, LDAP, SOAP).
• Worked in coordinating all the changes through ITIL based change management practises.
• Developed View, Approval and Assignment Rule Development.
• Created and modified Update sets to transfer data from one service now instance to another instance.
• Development of various Service Now applications like Incident Management, Problem Management, Configuration management, Discovery and Portfolio, Project Management & CMDB.
• Involved in creating Import sets to transfer data and transform maps.
• Developed new service catalog items and fix bugs in incident, problem and change management.
• Worked in Release management during product and patch releases.

Environment: Java Script, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, iframes, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL,Tableau, BootStrap, Linux, SCRUM, MS VISIO.

Confidential

UI Developer

Responsibilities:

• Developed all the UI pages using HTML, XUL, DHTML, XSL/XSLT, XHTML, DOM, CSS, JSON, JavaScript, JQuery and Ajax.
• Created XHTML Pages with CSS and the Box Model.
• Developed the presentation layer using JSP, HTML, CSS and client side validations using JavaScript.
• Developed websites using HTML5, CSS3, JavaScript, JQuery, Google Maps API (JavaScript Library), XML and Ajax.
• Designed Frontend with in object oriented JavaScript framework like Angular.JS, Node.js and Ext.JS.
• Involved in designing, creating, reviewing Technical Design Documents.
• Using Java scripts did client side validation.
• Construction of UI element using JQuery, Backbone.js, Bootstrap and JavaScript.
• Designed Responsive UI pages which can be displayed properly in different size screen by Bootstrap and CSS3 media queries.
• Writing SQL queries to fetch the business data using Oracle as database.
• Developed UI for Customer Service Modules and Reports using JSF, JSP's and My Faces Components.
• Created interactive navigation lists using list elements in HTML.
• Used JIRA for bug tracking and issue tracking
• Implemented page designs in standard-complaint dynamic HTML and CSS.
• Used Cascading Style Sheet (CSS) in web pages to separate presentation from structure

Environment: HTML, CSS, JavaScript, JQuery, Dreamweaver CS5, AJAX, JSON, XSLT, JIRA, BootStrap, XPATH.

Confidential

SQL Developer

Responsibilities:

• Interacted with Team in Analysis, Design and Development of database using ER diagram.
• Involves in Design, Development and testing of the system.
• Developed SQL Server Stored Procedures, Tuned SQL queries (using Indexes).
• Created views to facilitate easy user interface implementation and triggers on them to facilitate c0onsistent data entry into the database.
• Implemented Exceptional Handling.
• Worked on client requirements and wrote complex SQL queries to generate Crystal Reports.
• Created and automated the regular Jobs.
• Tuned and optimized SQL queries using Execution plan and profiler.
• Rebuilding Indexes and Tables as part of Performance Tuning Exercise.
• Involved in performing database Backup and Recovery.
• Worked on Documentation using MS word.

Environment: SQL Server 2005/2000, T-SQL, Windows 2000/2003 Server