PROFESSIONAL SUMMARY:

• Overall 8 years of professional IT experience and 7 years of experience in Service - Now platform as both Developer and Administrator.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience in debugging and troubleshooting the existing codes.
• Excellent knowledge of hand-coded HTML, CSS, JavaScript, DOM, JavaScript/UI libraries and their use in implementing AJAX solutions.
• Experience in performance tuning of Service-Now Setups.
• Supported the IT team responsible for the implementation and administration of the ServiceNow implementation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations.
• Knowledge in object-oriented analysis design and application development.
• Experience in creating Portfolio in Eureka and Fuji release.
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement and Service Request Management.
• Strong analytical and problem-solving skills and the ability to interpret and communicate facts and data.
• Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table record.
• Experience in working with Content Management System (CMS ) and Self-Service portal using Jelly Script and UI Macros.
• Customized Service Portal, CMS using widget editor tool and provided support.
• Hands on experience on various IT Services modules of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, HR Service Portal , Integration with Web Services.
• Worked extensively with Eclipse, Android Studio, Visual Studio.
• Experienced Mobile / Android Developer who designed and developed consumer application for Android mobile devices with extensive user interface development.
• Proficiency in developing and design of mobile and embedded technologies on mobile platform, Android with SDK version from 2.3 to 4.2 and application development in Android NDK.
• Good understanding in End user requirement analysis, Android OS, interactive application development and full Software Development Life Cycle (SDLC).
• Good Knowledge of ITIL and ITSM best practices.
• Good Understanding in gathering Systems Requirements Analysis, Design, Coding, Testing, Implementation and Documentation.
• Incident Management where issues of high critical Infrastructure and Applications in production environment were facilitated with escalations, outage communications, and bridge calls management targeting restoration of services the sooner. Monitoring tools are leveraged to detect most of the incidents.
• Problem Management where recurring issues are ticketed and discussed in the global meetings in regular intervals for enriched permanent solution.
• Change Management where the configuration items’ (CIs) change request are approved after understanding the business impact, operation hours, duration of the change and reason for the change.
• Business Continuity Plan / Disaster Recovery Plan has been an innovative setup after understanding the criticality and 24X7X365 availability of the team. This included lot of wisdom on ITIL like BIA, ITSCM, Maintenance and Monitoring, etc.
• Knowledge Management/Document Management which contains SOPs for Incident Identification, Resolution, and Escalation Contacts etc. are maintained with 100% availability of the documents upon regular audits.
• Excellent communication, analytical, leadership and project management skills.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow, ITSM Suite.

Operating System: Windows Client (7, Vista, XP - Pro, 2000, etc.), Windows Server (NT, 2000, 2003, 2008), Mac OS-X.

Project Tools / Applications: All MS Office suites (incl. 2003), MS Exchange & Outlook, Citrix Client, MS Internet Explorer, Firefox, Chrome, Apache.

Languages: Java, HTML, CSS, XML, SQL, VB.NET

Application Servers: Web Logic Server, IBM Web Sphere and Java Web Server

IDE: Eclipse 3.x, Android Studio, Microsoft Visio 2007.

Web Technologies: JavaScript, JSON, AngularJS, Agile.

ServiceNow Modules: Incident Management, Change Management, Problem Management, Service Catalog, Service Level Management, CMDB, Data Loading, Start Now, Web Services.

Databases: DB2, SQL server, MS-Access, MySQL.

PROFESSIONAL EXPERIENCE:

Confidential

Service now Admin/Developer

Responsibilities:

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting), Script includes in the ServiceNow
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Involved in creation of custom Widgets using Angular JS for the Service Portal.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Supported and created an Access Control rule (ACL).
• Involved in Designing, Development and Implementation of Service Portal .
• Designed a portal, to provide end users ease of access while creating requests
• Worked on the latest release EUREKA which is the advanced release and discovered Service-Now upgrades.
• Involved in development of several UI Pages and service portal and HR portal.
• Experience in running HR reports to view the status of HR cases, track them, and intervene where required, to improve overall efficiency and effectiveness.
• Created Service Portal pages for the applications as per business requirements.
• Worked on business requirements and technical specifications for ITSM platform.
• Gave access to end users to submit requests from Service Portal page .
• Created categories, sub-categories, items for the application and used them in Portal page.
• Worked with team as junior developer to understand OKTA integrated configurations SSO using SAML 2.0 version project environment.
• Created and utilized Update Sets to move all the work from one instance to another.
• Maintained and administered the implemented instance of Service Now and performed tasks such as Configuring Users, company, site, location and other existing fields, support Group, assignment rules, categorization, CI data, SLA etc.,
• Worked on creating project templates and roll up calculations for tasks and sub tasks using Project Portfolio Management module.
• Created schedules, reports, and monitor performance of Service-Now.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Sr. Developer for Service Catalog, rating systems, Service Requests configurations, AD Integration using SAML, Integration of federated CMDB through ServiceNow Mid-Server technologies.
• Development of Service catalog which includes creating new catalog items, HR case module, designing workflows and execution plans.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and projects for multiple, diverse organizations.
• Worked on service catalog in introducing new Catalog items based on the client’s requirement.
• Experience working with the workflows using Service Now workflow Editor.
• Experience with Web Services integrations and with web services via APIs and worked on Active Directory, LDAP, JAVASCRIPT, AJAX, CSS, XML, HTML and UNIX.
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Created Workflows, Sub flows and Tables both on Fuji and Geneva.
• Managed inbound and outbound notifications in Fuji and Geneva.
• Written script includes and invoked them in business rules and client scripts.
• Creation of update sets, export the update sets, retrieve the update sets.
• Imported Active Directory to Service now using data sources.
• Done integration with 3rd party tools using (Web services, SOAP, Email, MID server).

Environment: CMDB, ServiceNow Fuji/Geneva, CSS, Java Script, HTML, Discovery, JSON, jQuery, Angular JS, SOAP, AJAX, SCRUM, ITIL.

Confidential, Marysville, Ohio

Service now Admin/Developer

Responsibilities:

• Involved in Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in ServiceNow.
• Created Applications, Modules, tables, Columns as per the requirement specification in ServiceNow.
• Worked on CMDB and Asset Management Services: Business Services and Configuration item basis.
• Involved in Configuration, Web Services, Catalog Client Scripting, SOAP, developing complex workflows.
• Developed for Service Catalog, Service Requests configurations, AD Integration using SAML, Integration of federated CMDB through ServiceNow Mid-Server technologies, Incident Management, Problem Management, Knowledge Management and Change Management workflows and respective customizations.
• Good working experience with HR Service Portal.
• Experience in HR Case Management Application and Administration of organizational data to facilitate the auto-assignment of HR cases, Catalog items to create the cases and the HR Service Portal.
• Involved in developing the same Application for the Tablet users and for the Mobile users too.
• Developed GUI using JavaScript, HTML, DOM, XHTML, AJAX, CSS3 and jQuery Mobile in on-going projects.
• Used Bootstrap framework for the development of responsive pages for desktop, mobile UI, iPad, iPhone and android enabled devices.
• Users are populated into the system using LDAP integration and worked closely with Service Now
• Knowledge of update set import set and transforms maps in service now for data mapping and data transformation from legacy system to service now.
• Experience in creating Portfolio in Eureka and Fuji release.
• Have worked upon the SSO Integration using Digest token and customizing the Login process to Service-Now using SAML 2.0.
• Experience in configuring Access Control Lists (ACL).
• Familiar with Studio Editor, Script Editor, Customizations and the API features of Geneva.
• Creation of update sets, export the update sets, retrieve the update sets.
• Imported Active Directory to Service now using data sources.
• Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.
• Worked with reporting in configuring Service Level Agreements (SLA).
• Worked on Service Mapping by collecting data about devices and applications used in business services which creates a map for business service and stores the collected data in CMDB.
• Worked on the automatic creation of security Incidents and alerts when automatically generates security Incidents.
• Had experience in security incident monitoring and incident activity providing trends and reports like CISO.
• Involved in integration with third part tool Altiris, where data from Altiris is imported to CMDB.
• Customized which fields display in a mobile list, including how the title is determined, what additional information displays below the title, and the available search fields.
• Involved in creating the layout and presentation of catalogs in mobile device.
• Users can Access the service catalog on mobile devices to view and order products and services.
• Administrators and catalog administrators can configure the layout, presentation, and other aspects of the service catalog for mobile devices.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
• Involve in migration between various environments in Service Now using update sets and import sets.
• Created Workflows, Sub flows and Tables on Helsinki, Geneva, Fuji and Eureka.
• Managed inbound and outbound notifications in Helsinki Geneva, Fuji and Eureka.
• Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.
• Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Involved in upgrading version of ServiceNow from Fuji to Geneva and Geneva to Helsinki with focus on Service Catalog and have knowledge with patches for same version.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Worked on Glide AJAX and Glide Records for scripting and UI actions.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Worked on scheduling the report generation in ServiceNow as per the requirements.

Environment: ServiceNow Geneva/Helsinki, HTML5, JavaScript, JSON, SOAP, Web Services, MS SQL Server, Integration, SCRUM.

Confidential, New Jersey

Service now Admin/Developer

Responsibilities:

• Worked on various modules of ServiceNow which include Incident, Change and Problem Management.
• Interacted with Stakeholders, Users and Customers for gathering requirements to arrive at design solution.
• Designed a portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on the feedback received from users.
• Involved in designing the portal and showcasing it into a user-friendly environment.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Created suggested relationships for configuration items in CMDB.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Involved in creation of reports, dashboards in ServiceNow.
• Developed as a team an audit process to audit orphan records in Active Directory.
• Updated Active Directory functional level from Windows Server 2003 to Windows Server 2012 R2.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Performs core configuration tasks including system policies , business rules and client scripts.
• Created Evidence records of Nested Active Directory Groups
• Creation, modifying, User records in Active Directory, working on IMAC (incident, move, add, change) and id-admin tickets.
• Working with service delivery team, regarding incident tickets review.
• Design and develop solutions within the Service-Now environment to include modifications of applications, forms, workflow, interfaces and any other customization required to support ITIL processes.
• Worked with reporting and configuring service level agreements (SLA's).
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Developed Complex workflows in Service Catalog for interaction with Third Party Sources.
• Handling Production support tickets and assigning them to appropriate teams.
• Developed solutions using JavaScript, Web Services, REST and other web technologies to integrate ServiceNow with internal/ external systems and tools.

Environment: ServiceNow Fuji, LDAP integration, AngularJS, Form Creation, AJAX, jQuery, XML, Jelly script, JavaScript, CSS3, REST, HTML5.

Confidential

ServiceNow Developer

Responsibilities:

• Developed and managed application code, user interface, and third-party integration components in all stages of the CMDB development project (i.e. definition, development, deployment).
• Implemented Project and Portfolio management (PPM) coupled with Timecards and Financial management.
• Experience developing and configuring ServiceNow modules including PPM.
• Trained multiple IT teams to build their portfolios and helped managers to build reports.
• Manage development of solutions to migrate and/or integrate disparate data to an enterprise CMDB solution.
• Worked closely with the Data Architect and the DBA in ensuring that enterprise architecture standards and policies are met.
• Implemented Virtual LANs across Routers and Switches.
• Designed and implemented IP Addressing, Subnetting, Route Summarization and Route Distributions.
• Participated in design, code, test reviews cycles.
• Ensured project scope and objectives are accomplished within the prescribed time frame sand funding parameters Build web content on Servicenow Platform.
• Configuring VLANs, STP, VTP and Inter-VLAN routing in LAN environment.
• Provided detailed architecture analysis and design, and direction on the development activities.
• Performed Servicenow implementation tasks including but not limited to: configuration, integration, custom programming.
• Developed and documented best practice approaches and reusable assets.
• Supports implementation and provides requested enhancements to PPM implementation during and post go live
• Documented technical architectures that could be clearly understood and immediately used by developers to construct code and unit test.
• Participated in the full software development life cycle: Analysis, Design, Coding, Testing,, and Operational Support.
• Used SCRUM/Agile development methodology.
• Worked on common web-technologies including HTML, CSS, JavaScript, Jelly.

Environment: Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations.

Confidential

Android Developer

Responsibilities:

• Worked closely with UI design team to ensure proper translation of design requirements.
• Used different UI elements, adapted the application for different screen size devices.
• Implemented fragments, custom views and adapter for displaying equipment details.
• Implemented SQLite database to store user profile and parsed XML data.
• Implemented multithreading for updating user data.
• Supported to design and develop user feedback form.
• Created test cases and test data for testing the application using JUnit.
• Performed Unit testing on the various modules to ensure the basic test coverage.
• Used JIRA for new requirements, issues, bug tracking and project planning.
• Tested the app in different devices to assure quality and performance.
• Participated on the decision-making process for selecting the appropriate technologies for the project based on requirements and the user’s needs.
• Dalvik Debug Monitor Server (DDMS) for debugging and testing
• Used agile process, peer programming, and implemented tasks within the planned sprints.
• Designed the Mobile web page that can be reused by other native applications. The communication made between native and Webpage by JSON.
• Used RESTful web services to GET and PUT data from the server with Http client.
• Experience in XML-based messaging; web services connectivity.
• Used JSON parser to populate the list items.
• Used AsyncTask for reading tweets from the server using twitter4j API.
• Used Shared Ps to save user settings and UI configurations.

Environment: Android SDK 2.2, SQLite 3.6, Eclipse IDE 3.5, Android API's, RESTFUL Web service, DOM, JDK 1.6, XML, JSON, HTML, CSS, GPS service, Windows 7, GIT (version control), DDMS console, ADB server, emulator.