PROFESSIONAL SUMMARY:

• Around 7+ years of experience in IT Professional as ServiceNow developer and administrator.
• Experience on various IT Services of Service Now tool like Incident, Problem, Change, Service Catalog requests, Report, Gauges and Web Service Integration Along with MID Server.
• Expertise on creation of workflows for Service Catalog items in ServiceNow
• Experience on Various ServiceNow customizations as per client’s requirement.
• Experience in working with Content Management System (CMS) in ServiceNow using Jelly Script and UI Macros.
• Created transform maps both automatic field mapping and scripting.
• Managed scheduled jobs, import sets and transform maps to maintain integration with associated databases.
• Experience with MID Servers and IT Operations Management ITOM.
• Generating reports by using the Performance analytics and report editor.
• Expertise on technical implementation of various ServiceNow modules such as Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control list.
• Experience in working with Workflows for Service Catalog items, Approvals and Dynamic task in Service Now by using Workflow Editor in ServiceNow.
• Hands - on Experience in Orchestration Workflows
• Experience in LDAP integration, Email integration and external web service Integration like SOAP-based and REST API -based in ServiceNow.
• Experience in ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, and Incident Templates.
• Experience in API web services.
• Hands on experience with Eureka, Fuji, Geneva, Helsinki and Istanbul.
• Good understanding on Jakarta and Kingston.
• Experience in System and process automation (orchestration)
• Very good understanding and working experience of Agile Scrum Process.
• Expertise in importing and exporting data in ServiceNow.
• Experienced in CMDB integrations and Responsible for building the CMDB integrations with the enterprise monitoring and service management tools .
• Extensive experience in working with JavaScript Frameworks likejQuery.
• Worked on Configuring the IP Addresses to help find out the un-discovered CI's into CMDB.
• Prepared and maintained process and system-based documentation.
• Involved in Self-service portal designing, development of Home Page, Place Order for Service Catalog, Knowledgebase, creating service tickets, Alerting users on Outages
• Experience with ServiceNow Discovery tool Service Watch to Discover and import CMDB items.
• Integrated with BMC Remedy using SOAP Messages and Scripted Web Services.
• Experience in Web development using the HTML, Java, JavaScript, CSS, AngularJS, jQuery JSP and Hibernate.
• Developed web-based applications using Java Beans, Servlets, JSP, XML, Webservices, and RML.
• Experience in various stages of Software Development Life Cycle(SDLC) such as Requirement, Design, Implementation, and Testing.
• Work effectively with others in a team environment & Lead various projects.
• Ability to adapt to a rapidly changing environment, commitment toward learning.

TECHNICAL SKILLS:

Software Methodologies: Waterfall, Agile, and SDLC.

ITSM Tools: ITSM Tool ServiceNow, ITSM Suite, and BMC Remedy.

ServiceNow Modules: Incident Management, Change Management, Problem Management, Service Catalog, Service Level Management, CMDB, On-call scheduling, Data Loading,Knowledgebase,and UI Marco.

Scripting Language: HTML, CSS, JavaScript, jQuery, AngularJS, Bootstrap, AJAX,JSON, Jelly script, XML, VB Script and SQL.

Programming Languages: C, C++, Core Java, and PHP.

Database: MySQL, SQL, and Oracle.

Web Technologies: J2EE, JDBC, Servlets, JSP.

Application Server: IIS 6, Apache Tomcat, WebLogic, and Xampp.

Operating Systems: Windows, Mac, and Linux.

Web services: SOAP and REST.

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL

Sr.Service Now Developer, Admin

Responsibilities:

• Different reports are developed by using the Performance analytics and report editor.
• Created different type of Indicators in Performance analytics.
• Created different type of breakdowns in Performance analytics
• Created dash board in the Performance analytics.
• Developed UI policies and UI actions to configure form.
• Created Catalog Requests and record producers.
• Documentation Service catalog changes from Helsinki to Kingston.
• Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans.
• Automated standardized HR process using HRSM.
• Involved in number of IT Dashboard Creation, Report Creation and Gauge Creation.
• Created live and dynamic reports using Performance Analytics.
• Participated in scheduling CMDB and Discovery.

Environment: ServiceNow ITSM tool, ServiceNow Reports, HRSM, Dashboards, Java Scripts, LDAP.

Confidential, Westborough, MA

Service Now Developer, Admin

Responsibilities:

• Creation of catalog Items with Variables and Variable sets.
• Gathering Requirements from client creating catalog items.
• Created different type of Indicators in Performance analytics.
• Created different type of breakdowns in Performance analytics
• Created dash board in the Performance analytics.
• Developed UI policies and UI actions to configure form.
• Involved in creation of custom Widgets for the Service Portal.
• Developed Indicator by using the formula.
• Creation of Workflows and Execution plans for the catalog items.
• Creating approvals in workflows and execution plans. Creation of UI pages for a better visual appearance in catalog items.
• Using update sets, UI scripts, Notifications as part of customizing the ServiceNow.
• Using Transform maps to import Data to Configuration Management.
• Worked closely with the Business Analysts and process team to gather requirements to design the applications and formulate the test cases.
• Maintaining product catalog to import the configuration item records.
• Customizing the forms and Lists of Incident and Problem Management tables.
• Writing Business rules, Client scripts, UI actions and UI Policies as per the client requirement.
• Having good experience in Configuring, implementing and enhancing the HR Case Management.
• Involved in Incident Reporting and Change reports to track process of repairs and determine the current quality of the application.
• Importing the Data in different formats (excel, csv, xml) via attachments.
• Participated in scheduling CMDB and Discovery.
• Writing Data Sources, transform maps and properly analysing coalesce to avoid duplicates.
• Making sure that asset table mandatory fields are filled while importing.
• Moving Update sets from one environment to another environment.
• Scheduled Job creation for make the user data update based on HR Management User data.
• Writing Scheduled jobs and schedule imports depends on the requirements.
• Monitored the workflows on the daily basis, and to act in case of fails.
• Trained the end users to effectively use the reporting application to build and customize their reports.
• Creating the different types Knowledge articles.

Environment: ServiceNow Helsinki/Istanbul, ITIL, JavaScript, Web Services, XML, DHTML, jQuery, JSON.

Confidential, Chicago, IL

Service Now Developer,Admin

Responsibilities:

• Implemented the Knowledge management, Service Catalog,and Asset management.
• Configured the email inbound actions that trigger incident with an email.
• Worked on Email logs and troubleshooting on emails with issues.
• Created buttons and context menus both on form and lists using UI actions.
• Configured SLA's using SLA definitions for Incident Approvals, Catalog Tasks and Catalog Items.
• Configured the MID server and established the communication without side system using LDAP and SSO.
• Configure and Administration catalog items and adding them to Employee self-service page.
• Developed UI policies and UI actions to achieve customer requirements.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Upgraded Helsinki instances to Jakarta and solved upgrade issues.
• Responsible for gathering the requirement from the client and using scrum process we used to divide the work.
• Created reports and widgets by using the performance analytics .
• Implement security on applications using Roles and ACL's (Access Control Lists) on application components.
• Managed User Administration in ServiceNow providing the required levels of Access for the customized solutions.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Understanding of CMDB/ Discovery in ITOM Module.
• Experience in IT Operations Management (ITOM) implementation.
• Provide day to day Administration and support of ServiceNow.
• Worked with service orchestration to automate New Hire process to create AD account, Email Account and other application access.
• Customized and created widgets on the form as per the requirements and redirected service portal to end user.
• Deployed various Mid Servers and maintained Mid Server connectivity using Discovery probes, Discovery schedules and Sensor scripts.
• Created data sources and loaded the Service Now tables with different data formats using Transform Maps.
• Designed Orchestration Workflow for AD and Email Exchange.
• Design the UI Pages and portal pages for the Employee Self-Serviceportal (ESS) using different components in CMS (Content Management System).
• Defined new validations through Angular.JS for the form field validation implemented through HTML5.
• Integrated with BMC Remedy using SOAP Messages and Scripted Web Services.
• Created ACL's for tables/forms/modules and managed user/group roles.
• Involved in design of the Knowledge Management Portal.

Environment: ServiceNow Geneva/Helsinki/Istanbul/Jakarta, ITIL, JavaScript, Web Services, XML, DHTML, jQuery, JSON.

Confidential, San Francisco, CA

ServiceNow Developer, Administrator

Responsibilities:

• Involved in providing the design solution, technical methodologies, and processes solution to meet the customer requirements.
• Design and develop solutions within the Service-Now environment to include modifications of applications.
• Involved in Implementation, Customization, and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, Asset management andCMDB in Service-Now.
• Creation of different Parent Categories, Categories, Sub Categories, Catalog Items, Variables, Variable sets and all other necessary things required for implementation.
• 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.
• Worked with Record Producers, Order Guides, Work Flows and Orchestration in Service Catalog Management
• Developing the logic that converts variable selection to catalog item added to cart. This allows the selected variable to appear as analine item for the request.
• Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
• Worked with reporting in configuring Service Level Agreements (SLA).
• Created reports, workflows, and data imports for Incident, Problem, ServiceRequest, and Change Service-Now modules.
• Involved in working with process owners to develop workflow, implement the workflows in Service Application and administer the tools and enhanced requests by javascript.
• Responsible for maintaining and growing data held within Service-Now such as our users, Service catalog items.
• Perform day-to-day administration of the ServiceNow Tool Maintain business services and configuration item relationships in ServiceNow tool.
• Design and implement new functionality using Business Rules, UI Policies, and Access lists etc.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web Service, CSS, and HTML.
• The configuration of Email Notification to alert users on Service-Now activities.
• Performing quality assurance testing and user acceptance testing.
• Worked on migrating data from old tools (Remedy) to new Service-Now tool using different data sources.
• Responsible for debugging, troubleshooting & resolving the issues. Prepare a root cause analysis (RCA) report.

Environment: ServiceNow, JavaScript, Business Rules, UI Policies Java, CSS, Html, SharePoint, Web Services.

Confidential, Fort Mill, SC

Service Now Developer, Administrator

Responsibilities:

• Provided direction and development work in a highly-customized instance of ServiceNow as an internally-hosted setting.
• Customization and Administration of ITSM, Incident, Change, Problem and Knowledge management, Service Catalog, Asset management and Workflow Management in ServiceNow.
• Providing 24/7 support in handing P1 and P2 tickets.
• Integrated Service-now CMDB/BSM module with Service-now Incident Management module.
• Provided weekly KPI reports to upper management
• Deployed, configured and customized Service-now Service Request Management module.
• Created roles, views and user groups pertaining to the use cases. (Fuji and Eureka)
• Performs core configuration tasks including System policies, Business rules, and Client scripts.
• Manages users, groups, and roles.
• Manages 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.
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables.
• Different reports are developed as per the client's requirements and usage.
• Coordinates installation of ServiceNow upgrades and/or service packs.
• Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Used Transform maps to import Data to Configuration Management in ServiceNow.
• Maintaining product Catalog to import the configuration item records in ServiceNow.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential, Buena Park, CA

UI Developer

Responsibilities:

• Involved in the Analysis, System study and designing of the project.
• Developed front-end screens with HTML, DHTML, CSS, JavaScript and JSP's.
• Extensively did client-side validations using JavaScript and developed the required Servlets.
• As a developer, coordinated with onsite team and client in understanding the business process and requirement understanding.
• Developed stored procedures, triggers, functions and database tables in Oracle database.
• Participated in Code review and Quality Assurance.
• Involved in production support and bug fixing.
• Used JDBC, application server provided transaction API for accessing data from the Oracle using standard statements.
• Preparation and review of Unit Test Plan, Unit Testing, Test Results review and other quality related work.

Environment: HTML, DHTML, CSS, JavaScript, JSP, Adobe Dreamweaver, Eclipse, Subversion.