PROFESSIONAL SUMMARY:

• Professional Consultant with over 8+ years of IT experience, of ServiceNow Developer and administrator.
• In depth knowledge in Configuring, Customizing, Upgrading ServiceNow tool (including MSP instances) for various ITIL Processes like Incident, Problem, Change, Service Request, Asset and Configuration management.
• Valuable Experience of creating custom ServiceNow Portals, widgets, writing client and server - side validations using all possible scripts present in ServiceNow such as business rules, Client scripts.
• Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Discovery/ITOM, ServiceNow Administration, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Designed Developed and implemented path for migrating Legacy Configuration Item and Asset Information and functionality to ServiceNow and integrate the migrated data with discovery and Business Service Mapping (Service Watch).
• Prioritize the right Projects and programs PPM can guide decision-makers to strategically prioritize, plan, and control enterprise portfolios.
• Excellent work experience in development of user interfaces using JSP, HTML, XHTML and JavaScript and have good experience in Struts and Spring MVC Frameworks.
• Experience in configuring Discovery Schedules and worked on discovery and set up mid servers and check for the connectivity.
• Worked on the latest release ISTANBUL, JAKARTA, KINGSTON which is the advanced release.
• Expertise in Universe designing, developing and generating complex, Adhoc, dashboard Reports, modification of CMS, Service Portal.
• Good hands on experience on ITIL, ITSM framework, strong understanding of the ITIL framework and all phases of the service lifecycle.
• Expertise with creation and configuration of Service-now Applications, Modules, Business Rules, Client Scripts, UI Policies, UI Actions, ServiceNow client and server-side JavaScript and ServiceNow APIs, integrations using web services with third party applications used for payments, for real time data analysis and reporting.
• Handled all levels of system administration including gathering requirements, project planning, budgeting, code implementation, development testing, change management and training for the ITSM tool.
• Handled all levels of System integration experience using web services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP.
• Strong understanding of cloud technologies, web applications, networks, protocols and email (SMTP, POP3)
• Experience in configuring, integration Project Portfolio Suite(PPS).
• Experience in implementation of workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Experience in Creation and maintenance of Service Catalog/Portal Items in support of CMDB/ITOM projects.
• Experience in installing, configuration and administration of CMDB/ITOM.
• Experience in integrating LDAP Server with ServiceNow to get the organizational Users, Groups, and Roles.
• Experience using DISCOVERY to load configuration information to CMDB, as well as manage data with import sets and update sets, comfortable deploying discoveries in a multi-datacenter environment, Service Portal.
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, implementing new functionality, homepage customization.
• Experience in Troubleshooting and supporting ServiceNow modules and components.
• Responsible for operations in UNIX and Linux Server Environments.

TECHNICAL SKILLS:

Process Flows & Call Tracking Tools: ITIL incident management service processes; HEAT; Remedy; Zendesk, ITIL ITSM, ServiceNow Discovery/ITOM, CMS, LDAP.

Programming Languages: Java, J2EE, Servlets & Spring frameworks

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Project Management Tools: MS Project, Ms Visio

Scripting Libraries: Scripting Languages Python, Perl, jQuery, Java Script, UNIX Shell Script

Databases: Oracle, MYSQL, SQL Server 2012

Web Technologies: HTML, XML, JSP, JSF, CSS

Operating systems: Linux, Windows

Application servers: JBoss, Tomcat, Weblogic

Packages: MSOffice Word, Access, Excel Outlook and PowerPoint

PROFESSIONAL EXPERIENCE:

Confidential, New York City, NY

Sr. ServiceNow Developer

Responsibilities:

• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Built service watch dashboards in Service watch .
• Performed integration between service watch and ServiceNow CMDB.
• Modelled and developed service maps within the platform.
• Integrated service watch with monitoring solutions.
• From SAFe, created an epic which is the largest unit of work. An epic can be continuously worked through multiple program increments.
• Developed ServiceNow integrations for Single Sign-On (SSO), xmatters, Office 365 integration using Orchestration, LDAP, BDNA (Technopedia) and Software Center (SCCM) integration. Developed custom integrations using REST and SOAP APIs, complex workflows, proficient in MID server configuration.
• Design and implement business solutions on the ServiceNow ITSM platform.
• Integration with other ServiceNow instances and other systems like Netcool, Autosys, Azure.
• Implemented Discovery from scratch and managed operations, installed MID Servers on remote desktops.
• Worked on Orchestration and service mapping.
• Maintained the ServiceNow modules and software licensing functionality.
• Worked with reporting and configuring service level agreements (SLAs).
• Worked on Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.
• Involved in designing and configuring new functionality using Business Rules, Client Scripts, UI Policies, Access Lists in Service Now
• Worked on ServiceNow components such as Service Desk, Change Management, Asset Management, CMDB, Knowledge Management, Mobility, and Service Request Management.
• Knowledge of technical components such as LDAP, VPN, SSL and other such technologies.
• Worked on integrating ServiceNow with external SOAP and REST based web services
• Used JMS integration to fulfill the requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements
• Worked with windows team, network team and Asset team to verify the data collected via DISCOVERY
• Created various workflows for Incident, Problem, and Change Management Service Requests.
• Created UI Pages, Macros for CMS using Angular JS, HTML and CSS.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation.
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Created Event transforming Rules, Event Mapping Rules, Alert rules and Event Assignment Rules.
• Involved in working with CMDB, populating CMDB by importing the data of IT assets into the system.
• Created inbound Scripted Web Services and script includes methods.
• Created the UI pages to use them in catalog items, implemented using UI scripts.

Environment: servicenow Jakarta, Windows 10, XML, Oracle 11g, SVN, Toad, SQL*Plus, SQL*Loader, UNIX, CMS, Script Include, Java Script, Client Scripting, Jelly Scripting, Service Catalog Workflows . ServiceNow, ITIL, ITSM, ITOM, glide script, JSON, Integration, Web Services, Discovery, CMDB, LDAP, PowerShell, Service mapping.

Confidential, Phoenix, AZ

Service Now Developer, Administrator

Responsibilities:

• Document current business processes, gap analysis, conduct workshops to identify foundation data for BMC software implementation. Configured Service Catalog and CMDB foundation data.
• Delegation of groups, modification of CMS, workflows, business rules, client-side scripts, UI pages, UI actions, UI policies, UI macros, script includes, scheduled jobs, import sets, transform maps, ACLs, and updates of all other existing solutions requiring revisions.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• BMC software targeted for delivery includes: ADDM, BNA, BSA, BPPM, Remedy On-Demand ITSM, and BMC Orchestrator.
• Coordinating the instance upgrade activities.
• This migration involved creation of 20+ new service catalogs, Incident, Change, Problem module customizations, Integrations with other tools like xmatters, Office365, creating reports/dashboards etc.
• System Integration testing.
• Writing client-side scripts according to requirements.
• Generating notifications, business rules, business rules, UI Policies, ACLS, UI Actions
• Writing server-side scripts according to requirements.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Designing of technical specifications before the development and updated those specs post development on share point for reference.
• Created functional and technical specifications documents for various Service-now modules
• Creating Applications, Modules, Tables and columns as per the requirement
• Writing Catalog client scripts and UI policies to make client-side changes.
• Redesigned complex workflows to simpler form using workflow editors
• Working on different kinds of variables and variable sets.
• As An administrator activated Project Portfolio Suite (PPS) with Financials plugin.
• Created transform maps for importing CMDB data.
• From SAFe, created a story that provides a high-level definition of a requirement.
• SAFe, defined an agile release train which is a group of agile teams working towards a single solution.
• Used transform maps to map values between Import Set and ServiceNow tables.
• Generating reports as per user requirements and displaying them on dash boards.
• Expertise in Automation testing using Python Scripting, Perl scripting.
• Integrated ServiceNow with external SOAP based Webservices.
• Creation of Email Notifications and Inbound Actions.
• Worked on change management module by enhancing the tool and made it easy to understand.
• Expertise with both server and client-side scripting as well when and how to use script includes.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Migrated updates to ServiceNow instances for development, testing and production using update sets
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in Service-now
• Configured multiple forms for Asset module using Configuration Management Database.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB. HTML, CSS, JavaScript, Jelly Script, Glide Script, LDAP, Reports.

Confidential, Boston, MA

Service Now Developer, Administrator

Responsibilities:

• Document current business processes, gap analysis, Identify and propose improvements to current processes, Configured Service Catalog and CMDB foundation data. BMC software targeted for delivery includes: ADDM, BNA, BSA, BPPM, Remedy On-Demand ITSM, BMC Orchestrator.
• ServiceNow Discovery to automatically match discovered devices with existing CI's in the ServiceNow CMDB.
• Involved in working with CMDB, populating CMDB by importing the data of IT assets into the system.
• Collaborated with ServiceNow Team to align the functionality and ease of use of the ServiceNow Service Catalog by undergoing a re-design into the workflow, functionality, and overall usability of the Catalog of services.
• ServiceNow administration of the Service Catalog & Service Level Management
• Configured foundation data in CMDB, created process templates in ITSM environment
• Responsible for collecting business requirements for the BMC Analytics and ITSM reporting.
• Developed policy on maintaining changes to the ITSM Universe.
• Conducted presentations to end users, including senior management on the use of reporting tool and the development of KPI's.
• Design and build of a data warehouse of ITSM and external data, including CMDB, BPPM, and Genesys data for corporate-wide business intelligence effort.
• Developed and trained administrator on the use of user rights and access levels.

Environment: Email Notifications, Client Scripting, Business Rules, Script Include, Form Creations. ServiceNow Calgary/Dublin, Windows 8, XML, Oracle 10g, UNIX.

Confidential, Camino Ramon, San Ramon, CA

Java Developer

Responsibilities:

• Involved in Requirements gathering, analysis, design, development, testing and Maintenance phases of Application.
• Implementing the project in agile methodologies - sprint & scrum.
• Involved in backlog grooming, sprint planning, user stories estimations and dividing user stories into tasks.
• Preparation of TSD design documents with UML diagrams including Sequence Diagrams, Class Diagram set c. using Visual Paradigm.
• Used HTML5, CSS3, AJAX, JQUERY, JSON and Bootstrap to develop view pages.
• Creation of generic templates to be used by users.
• Integrated Spring & Hibernate frameworks to develop end to end application.
• Used Hibernate to create data layer to the services to do CRUD operations in to DB.
• Set up Object & relationship mappings with Associations, inheritance, and named queries etc. using Hibernate.
• Used core java concepts like Collections, Generics, Exception handling, IO, Concurrency to develop business logic.
• Used GitHub for the version control.

Environment: Spring MVC, Java 8, Hibernate, Sublime Text, Eclipse Git, JavaScriptJQuery, AJAX, HTML5, CSS3, animate.css, Twitter Bootstrap, Maven, Bower, Log4j, MySQL.

Confidential, Weehawken, NJ

Java Developer

Responsibilities:

• Participate in full life-cycle software development
• Design, implement, and deploy highly scalable and reliable systems
• Contribute ideas for new features and identify areas for improvement proactively
• Mentor the team on best practices, patterns, and techniques
• Work closely with the strategy, business and UX teams