PROFESSIONAL SUMMARY:

• Around 8+ years of experience as Software Developer with 5+ years of experience as ServiceNow admin/developer and 2 years of experience as UI Developer.
• Extensive knowledge and experience in Development, implementation and administration of ServiceNow.
• Development experience with SDLC processes like Waterfall, Agile, and Test Driven Development.
• Strong exposure to ITSM applications like Incident management, Problem management, Change management, Asset management, Service level management, Knowledge management and HR management.
• ServiceNow Experience including scripting, platform configuration, design, and deployment.
• Good working Experience in Eureka, Fuji, Geneva and Helsinki.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc.
• Experience in performance tuning of Remedy and Service - Now setups.
• Leading ServiceNow releases Implementations, Upgrades, Planning and Execution.
• Created various Reports and scheduled report generation using Pie, Bar, Calendar and List Charts.
• Experience in designing, managing, and analyzing CMDB configuration items.
• Experience developing in ServiceNow using Java Script and implementing integrations utilizing Web Services.
• Experience working with email notifications, inbound actions, reports, gauges, and home pages.
• Working on creation and customization of complex workflows and custom workflow activities.
• Experience in Building Items, Record Producers, Wizards and Order Guides in Service Catalog.
• Significant experience architecting, implementing, maintaining and/or supporting integrated computing environment in an enterprise environment.
• Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow
• Experience in creating the custom Applications, Modules in ServiceNow as per the requirements.
• Expertise in Design and developing custom applications in Service-Now and utilize its potential in PaaS.
• Experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow, JDBC Data Loads.
• Experience in debugging and troubleshooting the existing codes.
• Involved in Data Integration and Migration with the existing Legacy systems using data loader.
• Knowledge of Service Now Best Practices and ongoing knowledge of latest Service Now features.
• Responsible for creating, validating and maintaining integrity of Service maps within ServiceNow.
• Mapping dependencies between devices and applications using Service Mapping.
• Performed Service Automation with Knowledge Base, Service Catalog, workflows, SLA’s and Reporting.
• Created Widgets for showing records on the website homepage dynamically.
• Experience in creating SevicePortal pages, branding the existing portals.
• Collaborated with key stakeholders, end users and other members of the business and Information Technology teams to optimize system configuration, function and access.
• Successfully managed and developed large-scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.

TECHNICAL SKILLS:

Programming Languages: C, C++, Java, JavaScript, Java

Database: Oracle 11g, MySQL, MongoDB, SQL Server 2012

Web technologies: HTML, CSS, jQuery, AngularJS, AJAX, XML.

SNOW: Applications Incident, Problem, Change, Asset, Knowledge, Service Catalogs

ITSM Tools: ITSM, ServiceNow

Application Server: JBOSS, Web Logic, IIS 6, Apache Tomcat.

Version Control Tools: SVN, GIT

PROFESSIONAL EXPERIENCE:

Confidential, Bloomington, IL

Sr. ServiceNow Developer/ Admin

Responsibilities:

• Implemented Incident Management, Problem Management, Change Management, Event Management, CMDB, Reporting, Service Catalog in ServiceNow.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Configured and customized the applications in ServiceNow using Java script, Jelly, AJAX, HTML and DHTML.
• Used Database views to generate reports on multiple tables.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Configured Mid Server’s on Dev, UAT and Production Instances.
• Configured E-mail notifications on RITM, Catalog Tasks etc.
• Created ACL rules to secure new objects.
• Designed workflows for Production request and Service delivery jobs tables.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Created homepages including basic reporting, gauge configuration and dash board presentation.
• Performed various Modifications & Customizations on forms.
• Experienced in pulling reports and scheduling the reports as per the client requirement.
• Configuring Integration Web Services with Third Party applications by using SOAP Web service.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Created various applications, tables and performed different operations like overriding the Display Value, auto completing certain Attributes, adding business logic, sending email notifications.
• Effectively managed the hardware and software assets through their lifecycle using the procurement module.
• Involved in the ServiceNow Discovery and CMDB maintenance.
• Finding applications and devices with in the network using Discovery, and updating the CMDB with the information it finds.
• Ongoing maintenance with Update sets, Upgrades, Performance and Troubleshooting.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Developed complex transform scripts to import data into the ServiceNow Database.
• Created a portal for the end users to order the catalog items which is responsive across all the devices.

Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, SOAP, SQL, XML, HTML, DHTML, CSS, XML, AJAX, Integrations, Cloud services, ITIL, SCRUM, Angular JS.

Confidential, St. Louis, MO

Service Now Developer/ Admin

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service now.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes. to customize the instance as per Business needs.
• Responsible for access control, security, minor enhancements such as form or workflow editing.
• Responsible for gathering requirements and customizing Business Service Catalogs for Confidential organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Worked as an administrator to look after the day to tickets and resolve them on priority basis.
• Working on JAVASCRIPT, AJAX, and GLIDESCRIPT to run Workflows, Business Rules and UI Polices.
• Coordinating the instance upgrade activities.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web services, CSS, HTML5.
• Developed On-Boarding and Off-Boarding service catalog and automated the process of removing access for all the applications the user was given access to.
• Worked on Discovery to update and insert computer related information on a regular basis.
• Worked on LDAP integration to update the users and groups.
• Writing Catalog client scripts and UI policies to make client-side changes.
• Implementing the UI pages to use them in catalog items, implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Integration of Service Now with BMC Remedy for ticket creation on change submits.
• Worked on CMDB and Asset management.
• Creation of Email Notifications and Inbound Actions.
• Development of SLA for the organizations Implementation of ACL.
• Performed code migration using Update Sets.
• Developed Import Sets to import data from different Sources. Developed Transform maps to map values between Import Set and Service now tables.
• Created all the reports of Incidents, problem and change management.
• Assigned designation roles for the user and gave access to the users.

Environment: ServiceNow Dublin and FUJI, SLA, JavaScript, SOAP, Web services, CSS, HTML5, AJAX, GLIDESCRIPT.

Confidential, Austin, TX

ServiceNow Developer/ Administrator

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for ServiceNow Instances.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA’s.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Imported Active Directory to Service now using data sources.
• Worked on Asset Management and loaded the data into it.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements.
• Team Progress Tracking.
• Incident Management and Problem Management activities.
• Initiates, develops, designs and uses extremely complex databases.
• Develops and executes complex test plans.
• Develops conversion and system implementation plans.
• Prepares and obtains approval of system and programming documentation.
• Directs, analyzes, and prepares recommended changes in development, maintenance and system standards having critical.

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

Confidential

UI Developer

Responsibilities:

• Worked closely with UX team, product, marketing to create specs and Designed mockups using Photoshop.
• Adopted waterfall methodology to develop the project.
• Designed the front-end applications, user interactive (UI) web pages with dynamic and browser compatible features using HTML, XHTML, DHTML, CSS, JavaScript, jQuery.
• Developed questionnaires template using HTML input types.
• Used CSS media types to make the website responsive and mobile first.
• Designed dynamic client-side JavaScript codes and jQuery to build web forms, page navigation and form validation.
• Used JQuery to get the Client-side elements effect Hide, Show, Event-Handling and DOM manipulation.
• Built Dynamic jQuery progress bar to inform user the questionnaire completion progress.
• Optimized the page loading performance by Minification and code structure adjustment.
• Used AJAX to send questionnaire result to back-end server.
• Solved Cross browser problems against different browsers.
• Debug the application using FireBug to traverse the documents and manipulated the Nodes using DOM and DOM functions.
• Used SVN as version control tool.

Environment: HTML, DHTML, CSS, JavaScript, jQuery, AJAX, Adobe Photoshop, SVN.