SUMMARY:

• 6+ years of experience in Software Design, Development, Analysis, Testing and Implementation of business applications. Over 3 years of experience in ServiceNow platform as both Developer and Administrator.
• 3 years of hands on experience in the IT industry involved in providing ITIL and IT ServiceManagement Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now).
• End to End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies.
• As a ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration&Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Developing java scripts and configuring workflows to implement additional features, customizations and enable the process flow.
• Created Knowledge articles & Helpdesk users on Service Now platform.
• Good Knowledge on installing, configuring and setting up of data in CMDB.
• Hands on experience in web development using HTML, CSS, JavaScript, Angular, Glide Script
• 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 Custom Application Development and Service Creator using CreateNow development Suite.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes
• Good hands on experience on ITIL framework.
• Good Knowledge in HR Case management and administration.
• Experience in configuring and customizing all aspects of Service-now like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Experience in Implementing Single Sign On (SSO) using SAML 2.0.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates.
• Experience in assigning SLA’s to the incident management.
• Good knowledge of Grunt, GITS, HTTP, and SOAP/Restful services.
• Data modeling and creating ACL for new custom tables. Also, involved creating custom application and modules.
• Experience implementing systems using the Agile/Scrum methodology.

TECHNICAL SKILLS:

ITSM Tools: ITSM Suite, ServiceNow.

Specialties: ServiceNow, ITIL.

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX.

Scripting Language: JavaScript, Angular JS

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: TOAD, SQL*Plus10g/9i.

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: UNIX, Linux and Windows

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint).

PROFESSIONAL EXPERIENCE:

Confidential, DALLAS, TX

Service Now Developer/Admin

Responsibilities:

• Created various workflows for Incident Management, Change Management, Service Requests and SLA's
• 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 integration using SOAP / WSDL / RESTFUL.
• Worked on huge Workflow design for on boarding and off-boarding of a partner/ employee/Contractor based on the requirements provided by the team
• Worked on the latest release Kingston/Jakarta 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 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
• Developed and improved user systems procedures, and prepared systems documentation.

Confidential, San Antonio, TX

Service Now Developer/Admin

Responsibilities:

• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases, SCCM.
• Worked on end to end implementation of various third-party monitoring tool Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the ServiceNow platform.

Confidential, Bellevue, WA

Service Now Developer/Admin

Responsibilities:

• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Involved in creating network flows and modifying the existing work flows per new requirements.
• Worked on Incident management, Problem management, Change management and Configuration management.
• Good knowledge in designing the layout of the forms using UI actions and UI policies.
• Developing Service CatLog items as per the requirements of the stakeholders.
• Worked in production support for all the Service now related issues.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Created Dash boards on requirement.
• Configured inbound Email actions to create incidents or requests.
• Modified forms and form sections depending on the items to be configured.
• Reported inconsistency of form fields and maintenance of CMDB CI's.
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Gave suggestions to how the data needs to be moved from one Instance to the other using Update sets.

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 Work flow engine in Nokia work flow builder.
• Developed websites using HTML5, CSS3, JavaScript, jQuery, Google Maps API, 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 JavaScript did client-side validation.
• 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.
• Implemented page designs in standard-complaint dynamic HTML and CSS.
• Used CSS in web pages to separate presentation from structure.