PROFESSIONAL SUMMARY:

• Around 8 Years of extensive IT experience in SDLC phases , including requirement analysis gathering, design, develop, test and implement Enterprise Level Applications as per ITIL standards on ITSM platforms.
• Experience as a ServiceNow Analyst, and Developer in CMS , Discovery and CMDB . Worked on ServiceNow Dublin, Geneva, and Helsinki and Istanbul versions.
• Integration of External Third - party tools, Groups, Roles, ACLs , Incident, Problem, Change, Knowledge and Request Management. Alongside with Scripting and Customizing Workflows, Business Rules, Client Scripts, UI Policies , and Script Includes.
• Supported Service Catalog, Multi-catalog management and Diagnostic and debugging utilities, in Helsinki Upgrade
• Worked on upgrade from Geneva to Helsinki , owing to flexible enhancements by Helsinki.
• Initiates while participating in planning, analysis and implementation of solution in support of business
• Experienced in performing ServiceNow Integrations with third party tools using Orchestration with a blend of MID Server, REST and SOAP . These tools include but are not limited to Trello, Evernote, SQL Server, Oracle Server and LDAP.
• Experienced in configuration of SMTP and POP3 standard Email configurations in the ServiceNow instance
• Expertise in architectural design, development and implementation of applications for various business areas like government , trading, banking, financial, health, Insurance , Auditing, inventory management and other industries with more concentration on the designing of systems using Visio, UML, and Rational Rose.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.

TECHNICAL SKILLS:

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

Programming Languages: C++, Java, JEE, Java Script and SQL, PL/SQL.

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Applications: Service Now, HPOO, HP SA, HPCSA, BMC Orchestrator, SOAPUI and Eclipse IDE

Databases: Oracle 10g, MySQL

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

IDE: Eclipse, Net Beans, TOAD

Web Technologies: Angular JS, HTML, CSS3, Bootstrap, XML and JSP

PROFESSIONAL EXPERIENCE:

Confidential, Dallas, TX

Service Now Developer/Admin

Roles and Responsibilities:

• IT Service Management applications development on ServiceNow platform to automate the day-to-day corporate business processes.
• Created and used update sets to move customizations between the instances.
• Created mobile application and to get the current location and also keep the track of the current location.
• Experience in maintaining CMBD and populating it with configuration items (CI).
• Experience in Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
• Experience in the Creating Project Portfolio Management (PPM) and sub-project associated with it.
• Experience in PPM understanding like start date, End date, risk, Scope, Cost, ROI%, complete%.
• Experienced with UML in creating Flow charts, Use Cases, Class diagrams, Sequence diagrams and Activity diagrams.
• Experience in GRC modules likes control, Risk, Policies, Documentation, Monitor, and Reporting.
• Experience in GRC policy creation with understanding entities, Risk & Control.
• Performs conformance reviews for requirements, estimating, business design, technical design, and produce.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Developed Integration with System Center Configuration Manager (SCCM).
• Experience in working with Event management, Service mapping using Service mapping.
• Gathering requirements from the business users, writing functional/technical documents and test cases.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps .
• Experience in API web services .
• Experience in the clear understanding of the PPM Application and its modules, Project status.
• Experience in creating Service catalog work flows such as Procurement, approval, events.
• Experience in writing Jelly scripting whenever needed.
• Migration from BMC remedy to ServiceNow.
• Creating custom Tables, Fields and configuring Access Controls over them.
• Experience in designing, implementing, securing and maintaining the computer systems for its test, development and production environment.
• Experience with Management Platforms such as AWS, VMware, AZURE, BMC, SharePoint and
• Used SERVERSIDE SCRIPTING (Business Rules, UI Action, UI Macro, UI Page) to meet the data requirements set forth by the Customer and working on running Schedule jobs.
• Migrated customer support and alert ticketing from CA Service Desk to ServiceNow for all monitoring tools leading to saving money by lowering maintenance and license agreement costs.
• Experience in Asset management module with categories of asset models, Create asset models, creating individual asset models.
• Generating the audit evidences through Active Directory, Change Auditor and PowerShell commands.
• Importing asset data from external data source to ServiceNow .
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Development and design of Self Service Portal.
• Experience in Making the updates automation and workflows.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Orchestration development and implementation for SQL Deployments.
• Providing support during the UAT process and postproduction deployment .
• Experienced in conducting User Acceptance Testing, SWOT analysis, Cost benefit analysis and ROI analysis.

Environment: Windows 7, JavaScript, XML, HTML, ServiceNow Jakarta/Istanbul /Helsinki/ Geneva, CSS, AJAX, CMDB, ITOM, PowerShell, Azure, BIRT 2.5.1, SQL Server.

Confidential, Franklin, TN

ServiceNow Developer/ServiceNow Admin

Roles and Responsibilities:

• Hands on experience working on SaaS (Software as a Service) based tools (Service Now), with focus on implementing ITIL processes .
• Implementing Service Catalog, Incident Management, & Change Management with extensive knowledge on Content Management System.
• Integrating Service catalog module with " Trello " dashboard document tool using Web Services and fixing the issues, which come up while the tools are getting interacted.
• Responsible for building scalable, effective solutions both in ServiceNow and through interfaces to other third party tools.
• Successful oversight of several ServiceNow implementations including upgrades to Geneva and Helsinki.
• Worked on huge Workflow design for on-boarding and off-boarding of a partner/ employee/Contractor based on the requirements provided by the teams.
• Responsible for effectively implementing ServiceNow Enterprise level Applications as per Business requirements for ITOM/ITSM processes.
• Involved in Requirements gathering, Designing, Development and Implementation of CMS .
• Good experience in Create Web services (Inbound) (SOAP Message and REST Message ), Publish and Provide Security Access to external systems using ServiceNow and Data power. Consuming Secure Web service (Outbound) using ServiceNow.
• Experience in Implementation of Workflow, Incident Management, Problem Management , Change Management and Service Catalog on various business applications.
• Very good experience in UI development experience within ServiceNow working with JavaScript, Glide Script, UI Policy, HTML5 and CSS3 and applying Business Rules.
• Worked with Apache Jelly to create various kinds of UI pages and UI Macro templates.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.
• Creating roles that provide selective access to Service Now and then assigning these roles when user needs to access a functionality. This helped a lot in maintaining privacy between users and the system.
• Customized various Business Rules, Client Script, Script includes, UI Actions, UI Policies, UI Actions .
• Created Update Sets to migrate customizations from one instance to another instance.
• Configured SMTP and POP3 standard Email configurations in the ServiceNow instance, along with setting up Email Templates and Email Notifications.

Environment: Service-Now Eureka/Fuji, JavaScript, XML, JSON, HTML, jQuery, Jelly Script, SQL, SOAP, REST

Confidential, Dallas, TX

ServiceNow Admin/Developer

Roles and Responsibilities:

• As per the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.
• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Created all JavaScript logic (validation, animations, transitions, template, date picking)
• Experience in Service Portal.
• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
• Experience Collaboration effectively with other ServiceNow administrators to develop solutions and handle general updates and configuration changes/requests.
• Configuring Integration Web Services with Third Party application by using SOAP Web service.
• Experience in gathering requirements and analysis of Incident Management and change Management.
• Created AngularJS Services to contact backend Web API to fetch needed data.
• Experience in writing shell scripts, integrating database code, testing and debugging, and contributing to code bases using PERL.
• Experience in software installation with On-Premises Software.
• Experience in data Normalization.
• Experience in Testing and Implementation of the blocks of code.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Involved in upgrading to the latest version of ServiceNow and helped in fixing the bugs.
• Gathered requirements for SLA and configured in ServiceNow.
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.
• Involved in performance tuning of the ServiceNow and worked on System Diagnosis.
• Created user manuals for all the users on using Info View and exporting reports to various formats.
• Scheduled cloning and migration of data from instances with ServiceNow.

Environment: Service-Now Dublin, JavaScript, XML, JSON, HTML, jQuery, Jelly Script, SQL, SOAP, REST.

Confidential, Tyler, TX

ServiceNow Developer/ ServiceNow Admin

Roles and Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions
• Facilitating rollout of new applications and modules.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items and Service catalog items.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Integrated Incident Management with Explore Analytics to measure the performance of Customer Service.
• Developed new user interface for Help Desk Team.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Performing quality assurance testing and user acceptance testing.
• Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change Service Now modules.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.
• Responsible for preparing design level, program-level and user-level documentation.
• Creation of Ordered Guides.
• Supported teams responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing and user acceptance testing.

Environment: Java Script, Jelly Script, XML, JSON, AJAX, jQuery, HTML, Servi ceNow Istanbul /Helsinki/ JIRA, Azure MySQL, SOAP

Confidential

ServiceNow Developer/ ServiceNow Admin

Roles and Responsibilities:

• Involved in creation of Service Now Applications, Modules, tables, columns as per requirements.
• Involved in development of Service catalog which includes creating new catalog items, Order guides, designing workflows for Change management.
• Involved in reaching out to stake holders to gather requirements and fulfilling the requirements according to the user needs.
• Used agile methodology (used Scrum) for development and was present in daily stand up meetings and weekly team meeting. Also, attended bi-weekly sprint planning meetings.
• Involved in creating ACL's as per the client needs.
• Understanding technical and functional design requirements for Service Now, workflow engines and created workflow and web prototypes.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in Service Now.
• Involved in creating the Business Rules, Client Scripts, UI Actions and UI Policies. Involved in Creating UI Macros and UI Pages.
• Supported teams responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, and performing quality assurance testing and user acceptance testing.

Environment: ServiceNow/Dublin, ITIL, Java Script, XML, CSS, jQuery, HTML, CSS, Windows-7

Confidential

ServiceNow Admin

Roles and Responsibilities:

• Perform day to day support, administration and maintenance of the ServiceNow platform
• Work closely with the ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams.
• Develop, configure and improve core and custom applications
• Work directly with end users to resolve support issues within ServiceNow
• Monitor health, usage, and overall compliance of ServiceNow.
• Perform installation and testing of ServiceNow updates and new releases.
• Develop clear and concise technical and process documentation.
• Worked on various modules of Service Now like Incident, Problem, Service Catalog .
• Worked on Service Catalog for creating catalog item.
• Creating Update sets for recording the changes that are done within ServiceNow.
• Created notifications-based user requirement and configured inbound email action to create incidents or requests.

Environment: ServiceNow/Dublin, HTML, Java script, XML, CSS.