PROFESSIONAL SUMMARY:

• Seven (7+) years of technical experience in the areas of ServiceNow, Java/J2EE technologies.
• More than 5 years of experience as a ServiceNow Developer and Administrator.
• Experience in SDLC Design, Development, Staging phases of the projects with help of Data Flow, Process Models, E - R Diagrams.
• Experience in Service Mapping application in developing comprehensive mapping of all devices, Applications, and configuration profiles to business services.
• Proficient in the areas of Service Management Processes like Incident, Problem, Change, Knowledge, Asset, Catalog, Release in Operations Management along with other ITIL V3 processes.
• Experience in creating portfolios in collection of related programs, projects, and demands that can perform financial planning and monitor the status and progress of portfolios.
• Good understanding of ITSM process issues and challenges.
• Experience in creating Applications, Modules, Tables and Columns as per the requirements in ServiceNow.
• Strong Experience in ServiceNow components such as UI policies, UI Actions, Business rules, Client scripts, Inbound action, Roles, Email notifications, Reports, Gauges, Dashboard, Scheduled Jobs.
• Excellent hands on experience in building Catalog items, Order Guides, Record producers.
• Expertise in creation of workflows for Service Catalog items in ServiceNow.
• Impelled Update sets from development instance to test instance for unit testing, then moved to production instance.
• Hands on experience in loading the data into ServiceNow using import sets.
• Sound Knowledge in working with Users, Groups, Roles, ACL.
• Experience in using DISCOVERY to load configuration information to CMDB.
• Good Knowledge on Single Sign on, LDAP, Mid Server.
• Clear Understanding of BSM and Schema Maps.
• Expert in integrating ServiceNow with various applications through SOAP/REST Web services.
• Involved in the ServiceNow Instance upgrade activities and cloning between various environments.
• Skill in design and development of user friendly GUI’s using HTML, CSS, Java Script, Bootstrap, AJAX, Jelly.
• Expertise in application development using Java/J2EE, JSP, Struts, Spring.
• Experience in using PL/SQL, SQL Coding, UNIX Shell Scripting.
• Good team person, interpersonal and analytical skills
• Coordinating the team in participating in the CAB meetings and get the perceptions as to increase the Productivity of the tool daily.

TECHNICAL SKILLS:

Operating Systems: Windows, Unix, Linux

Web Technologies: HTML, CSS, JavaScript, JDBC, Servlets, Java Beans, Struts, AJAX, AngularJS, JSP

Languages: C, C++, JavaScript, Java, J2EE, SQL, XML, AJAX

Application Tools: DreamWeaver, ServiceNow, SQL, BMC Remedy

Development IDE(s): Eclipse, Net Beans, JC Creator

Web Servers: Java Web server, Apache Tomcat

Databases: SQL Server, Oracle(8i,9i,10g,11g) and MS Access, MySQL

ServiceNow Versions: Eureka, Fuji, Geneva, Helsinki, Istanbul

WORK EXPERIENCE:

Confidential, Rochester, MN

ServiceNow Developer/Admin

Responsibilities:

• Performed, Customized and Maintained ITIL modules such as Incident, Problem, Change, Knowledge, Service Catalog, CMDB in ServiceNow.
• Created Business Rules using server-side scripting (Glide Record, Glide Element, Glide Ajax).
• Involved in configuring the UI Actions, UI Policies, Client-side scripting, Server-side scripting.
• Worked on Service Mapping and integrated with ServiceNow Discovery for Discovering enterprise infrastructure and services.
• Worked on enhancing ServiceNow with external SOAP and REST based web services.
• Built forms from scratch along with customizations at the level of UIMacros/UI page as per the complex requirements.
• Created Record Producers, Order Guides, Catalog Client Scripts, Workflows, Script Includes, Reports, Dashboards.
• Merged Service Catalog module with “Net cool” monitoring tool using Web Services and resolving the problems, while the tools are getting interrelated.
• Participated in LDAP integration with ServiceNow for attaining users and groups.
• Involved in integrating ServiceNow with BMC remedy.
• Working on order guides, to arrange them in sequential order to make the user secure while raising a request.
• Developed Service Catalog by creating new catalog items, designing workflows and execution plans.
• Created Knowledge articles to document the steps in creating the catalog items.
• Involved in migrating code between different environments using Update sets.
• Created functional and technical specifications documents for various ServiceNow modules.
• Created and customized Content Management System (CMS).
• Functioned on CMS Site by creating both static and dynamic content blocks, pages, navigation menus and themes using CSS, HTML and Jelly.
• Included in writing a lot of scripts to achieve the business functionality.
• Controlled on configuring, customization of Project management as per the requirements.
• Re-designed workflows using workflow editor, Resolved complicated workflows to simpler form.
• Writing script includes using them in reference qualifiers or variable scripting.
• Worked on CMDB and Asset Management and loaded the data into it.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Exposure to ServiceNow tools like Discovery and Orchestration environment.
• Performed Unit testing to check efficiency of the workflows.
• Worked on production support for business application to solve client reported defects.

Environment: ServiceNow, JavaScript, HTML, CSS, Jelly, SOAP, REST, Web Services, Glide Script, LDAP, CMDB, BMC remedy, Discovery, Orchestration, Incident Management, Problem Management, Change Management, Knowledge Management.

Confidential, Miami, FL

ServiceNow Admin/Business Analyst

Responsibilities:

• Worked as a Configuration Analyst responsible for developing and maintaining data within ServiceNow such as configuration items, service catalog items, users, locations.
• Organized Business requirements documents, technical design documents.
• Worked on portfolio to measure the progress of several projects at the same time and to create multi-project reports for analysis .
• Performed annual portfolio planning by selecting demands, projects, and programs
• Tracked the progress and status of all the programs, projects, and demands that are part of the portfolio that can track the costs, resources, schedules, risks, and issues.
• Implemented Incident, Change, Problem management, Service Request Management (SRM), modules along with Orchestration.
• Participated in team meetings to discuss and finalize the requirements from client.
• Dynamically involved in development of UI policies, UI actions, Business rules to implement Incident management.
• Configured events, notifications, Inbound email actions, SLA rules for Incident management process.
• Developed reusable server side (Glide) scripts and Script include modules.
• Designed Service Catalog from the scratch, developed SRM forms and necessary scripting elements.
• Integrated Active Directory with ServiceNow and enable Single Sign on (SSO). Designed workflow to get user details from Active Directory and push in ServiceNow every day.
• Advanced reusable Service Request Management workflows i.e. Approval workflows, Notification workflows.
• Implemented catalog variable set to store and forward Service Request data to Orchestration workflows.
• Pushed Update sets to production and monitored efficiency of the workflows continuously.
• Created orchestration workflows to perform repetitive tasks and reduce human effort.
• Designed road map to implement SRM and Orchestration modules. Suggested best practices to develop workflows.
• Prepared user manuals for the users and trained them through online.
• Provided consistent support to the client and fixed several issues within the time.

Environment: ServiceNow, JavaScript, HTML, CSS, Glide Script, Active Directory, Jelly, MID Server, Orchestration, SQL Server, Agile Scrum.

Confidential, Nashville, TN

ServiceNow Developer/Admin

Responsibilities:

• ServiceNow planning and implementation.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow offering resolution and design suggestions.
• Design and implement new functionalities using Client Scripts, Business Rules, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists.
• Assisting rollout of new applications and modules.
• Application UI Configuration.
• Service Catalog, Request Workflow Design, Configuration.
• Documentation of changes, new development as technical and functional.
• Created various workflows for Incident Management, Change Management, Service Requests, SLA's.
• Working with functional requirements within ServiceNow for CMS, Catalog Management, Incident, Web services, interfaces.
• Intending the Content Management System for Various system which involve layout, UI pages, CSS, service catalog workflows.
• Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML.

Environment: HTML, CSS, JavaScript, Java, XML, AJAX, REST, ServiceNow Versions Geneva, Fuji.

Confidential

Java Programmer

Responsibilities:

• Reviewed and implied the functional specifications and Business Requirements.
• Engaged in Requirement gathering phase and design phase.
• Deployed the application on WebLogic Server.
• Developed the application using HTML, CSS, Core Java, JSP.
• Handled JavaScript for client-side validation.
• Written the Queries for retrieve the data from SQL Server database.
• Participated in bug meeting reviews with testing team to prioritize the bugs.
• Handled JDBC API for connecting to the Database
• Developed Servlets that are used for processing requests.
• Involved in unit testing the application using Junit.

Environment: JAVA, J2EE, JSP, ECLIPSE IDE, Servlet, JDBC, Java Beans, HTML, CSS, Java Script, SQL Server, Web logic.