SUMMARY

• Experience in designing, developing, configure, customizing & administrating ITSM suite of applications.
• Experience developing ServiceNow applications from business requirements and technical design documents.
• Experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions and Approval Process.
• Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Experience in working with Workflows, Import Sets and Update Sets .
• Experience in creating and configuring the SLAs as per the requirement.
• Experience in ServiceNow development using JavaScript, Web Services, Web API's and integrations with internal/external systems and tools like LDAP, Stripe, JIRA, MID servers, SSO, BMC Remedy.
• Worked on schedule jobs, events and triggers to manage business needs and created service catalog and its workflows.
• Experience in translating business case analysis into functional requirements.
• Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance and automated the process.
• Experience in migrating between various environments in ServiceNow using Update sets.
• Experience in Integrating External Web services and SOAP based Web services, API and Emails.
• Experience in loading the data into ServiceNow using import sets.
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Expertise on creation of workflows for Service Catalog items in ServiceNow
• Experience using DISOCVERY tool to fetch CI related information.
• Knowledge in using Glide Scripting for creating UI Action and business rules.
• Functional knowledge and implementation experience of ITSM frameworks.
• Research and deploy new releases and/or enhancements into the ServiceNow environment.
• Experience working with various versions of ServiceNow Eureka, Fuji, Geneva, Helsinki and Istanbul.
• Experience in generating the reports in ServiceNow as per the requirements in ServiceNow.
• Strong experience in web application development using HTML, JavaScript, Java, CSS, Jelly.
• Working experience with relational databases like Oracle, MS SQL Server, My SQL .
• Experienced in all phases of Software Development Life Cycle (SDLC) , quality management systems and project life cycle processes, Waterfall and Agile, Scrum.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

TECHNICAL SKILLS

ITIL: ITSM, ITIL, Service Now, CMS, BMC Remedy and LDAP

Programming Languages: C, C++, HTML, CSS, Java Script, JQuery, SQL, PL/SQL.

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Databases: Oracle 8.x/9i/10g/11g, MySQL, SQL Server

Database Tools: SQL Client, TOAD, SQL Developer

PROFESSIONAL HISTORY

Confidential

Sr. Service Now Admin / Developer

Environment: Service Now Jakarta/Kingston, HTML5, Java Script, JSON, Angular JS, SOAP, Webservices, MS SQL Server, Integration, SCRUM.

Responsibilities:

• Implemented Workday Integration for Business Assets synchronization.
• Designed and developed custom application internal business processes.
• Re designed Change Management to address additional business processes.
• Performed and co - ordinated Instance upgrades to latest versions.
• Coordinating and working with team, Business Analysts and project managers in gathering requirements and business needs required for the project.
• Worked on configuring and customizing forms on various applications like incident, Change and Service Catalog.
• Experienced in writing and enhancing the client scripts, business rules and script includes.
• Used Glide Record to retrieve and update data on different business conditions.
• Experienced in creating SLAs, schedules and attaching schedules to the SLAs.
• Created notifications based on business needs and also configured inbound email actions to create incidents or requests.
• Responsible in generating reports using tables and data sources in Service Now.
• Worked on scheduling reports in Service Now.
• Responsible in creating users, groups and roles. And also experienced in exporting and importing data.
• Experienced in handling update sets. Merging, Retrieving, Promoting update sets from one environment to another.
• Created Workflows, Sub flows and Tables on both Istanbul and Jakarta.
• Involved in ServiceNow upgrade activities.
• Created Knowledge Bases and Knowledge Articles for Change Management module.
• Created various UI policies and UI actions experienced in writing advanced UI policy and UI action scripts.
• Provided training to the team members.
• Created homepages including basic reporting, gauge configuration and dashboard presentation.
• Experienced in redesigning workflows and finding different approaches to modify complex workflows in to simpler form.
• Experienced in creating and designing record producers and Catalog client scripts.
• Written script includes and calling them in business rules, client scripts and Catalog client scripts.
• Create scheduled jobs to run scripts to import data by running scheduled transform map.
• Created Access control lists and used ACL rules for securing and providing the right access to the right person/role.
• Worked on team Dashboards for moving changes from one environment to another.
• Imported CI’s using import set tables and imported Active directory to Service Now using data sources.
• Worked on Istanbul, Jakarta and Kingston.
• Created data sources and loaded the Service Now tables with different data formats.
• Created transform maps using automatic field mapping and scripting.
• Involved in cloning activities like raising tickets for cloning and excluding table to not come under cloning.
• Experienced in creating Email notifications, Email templates and writing Mail scripts for the Email notifications to meet business needs.

Confidential, Nashville, TN

Sr. Service Now Admin / Developer

Environment: Service Now Geneva/Helsinki/Istanbul, HTML5, Java Script, JSON, Angular JS, SOAP, Webservices, MS SQL Server, Integration, SCRUM.

Responsibilities:

• 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.
• Coordinating and working with on-site business and project team members and offshore development team for gathering and reviewing various functional and design requirements
• Created Applications, Modules, Tables, Columns as per the requirement specifications in ServiceNow.
• Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
• Designed and developed complete front line on boarding involving automations.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Responsible in building SLA and generating Reports in ServiceNow.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Designed and deployed integration services with other systems
• 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 both Fuji and Eureka. Managed inbound and outbound notifications in Fuji and Eureka.
• Utilized Orchestration to extend workflows to interact with systems and applications outside the Servicenow instance.
• Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Involved in cloning between various environments in ServiceNow.
• 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.
• Create and maintain API and data integration processes between ServiceNow and other services.
• Experience with external Web Services Integration (SOAP based, WSDL and REST integration)
• Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.
• Performed integrations with two other ServiceNow related instances apart from Portal (REST, Scripted Web Services & SOAP)
• Populated data 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.
• Designing Technical Specs pre-development and updated post Development and developed the business logic based on the requirement.
• Involved in upgrading version of ServiceNow from Fuji to Geneva with focus on Service Catalog and also have knowledge with patches for same version.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, Web services, CSS, Bootstrap, HTML5
• Configured and developed Workday Integration with HR Management.
• 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.
• Provided training and knowledge transfer to other team members
• Involved in creating status reports, presentations and circulating/ presenting the same to the upper management.
• Involved in upgrade activities

Confidential, Parsippany, NJ

Sr. Service Now Developer/Admin

Environment: Eureka, CMDB, Service Now, CSS, Java Script, HTML, Discovery, JSON, jQuery, Angular JS, SOAP, AJAX, SCRUM, ITIL.

Responsibilities:

• Worked as a developer for an End-To-End development for a re-factoring project, resolved many issues and worked on CMDB Management to resolve issues that were a major defect in Aruba Networks.
• Worked on huge Workflow design for on boarding and off-boarding of a Partner / Employee / Contractor based on the requirements provided by the teams.
• 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.
• Implemented Application from scratch to finish in ServiceNow, with successful deployment to Production environment, and post-production support.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• 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.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• 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.
• Worked on the latest release EUREKA which is the advanced release and discovered Service-Now upgrades.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Facilitating rollout of new applications and modules.
• Created Workflows, Sub flows and Tables both on Fuji and Eureka. Managed inbound and outbound notifications in Fuji and Eureka.
• 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.
• Created data sources and loaded the Service-Now tables with different data formats.
• Documented all implementations and best practices defined within team.
• Provide advanced support for Service-Now by troubleshooting a variety of difficult software problems, implementing bug fixes and performing root cause analysis.
• Perform day to day administration of the Service-Now Tool Maintain business services and configuration item relationships in Service-Now tool.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations.
• Experience on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX. Done integration with 3rd party tools using (Web services, SOAP, Email, MID server).

Confidential, Hartford CT

Service Now Developer

Environment: Calgary, CMDB, Service Now, CSS, Java Script, HTML, SOAP, JSON, XML, Agile, AJAX, Shell scripting, Integrations, ITIL, Web services.

Responsibilities:

• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• 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.
• Involved in implementing Service Catalog and Request Workflow Design and Configuration.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Experience in Email Integration, LDAP integration, External Web Services Integration (both SOAP based and REST based) in Servicenow.
• Created Service catalog items, wizards, record producers, task interceptors, and user guide help documentation.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Strong understanding of ITIL concepts including process knowledge in all service lifecycles.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Developed Transform maps to map values between Import Set and ServiceNow tables for incoming data from external sources.
• Participating in meeting with SME’s and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Configured UI Page and UI Macro using the Jelly and JavaScript.
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Built CMDB with ServiceNow Discovery Tool and 3rd party tools.
• Involved in customization of forms for various ServiceNow applications.
• Designed and created homepages including basic reporting, gauge configuration and dashboard presentation.
• Involved in performance tuning of the ServiceNow and also worked on System Diagnosis.
• Involved in documentation of business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Managed a team of offshore developers and getting them aligned with the process.
• Scheduled cloning and migration of data from instances with ServiceNow.
• Worked on Configuring rules, monitors and management packs in SCOM and involved in testing reports for correct mapping of the objects and data.
• Involved in various ServiceNow customizations as per client's requirement and also in migration between various ServiceNow instances using Update Sets.
• Worked on Glide Ajax and Glide Records for scripting and UI actions.
• Created user manuals for all the users on using Info View and exporting reports to various formats.
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives.

Confidential

Web Developer

Environment: JAVA, J2EE, Struts, Oracle 9i, Web logic 8.0, JUNIT, JavaScript, XML, CSS, HTML, UNIX, HP-QC ALM, SQL, PL/SQL.

Responsibilities:

• Implemented Graphical User Interface design and also worked on HTML, DHTML, XML, XSL, CSS and client validations using Java script.
• Involved in developing Web Services (SOAP) to support internal and external requests.
• Worked on HTML, CSS, JavaScript, Java, Spring MVC and WebSphere.
• Implemented the modules using Model-View-Controller (MVC) design pattern.
• Participated in department wide initiatives to address long term business, technical, and performance goals.
• Tested the application using Use cases and used Use cases for identify and clarify requirement and also agile methods for building the software.
• Involved in designing, creating, reviewing Technical Design Documents.
• Worked with other internal IT teams to complete project activities (Architecture and Database teams)
• Designed database Queries for updating, insertion and retrieval of asset information and rates.
• Written Stored Procedures and packages for database operations.
• Performed Unit and system testing of application code as well as execution of implementation activities.
• Used jQuery and AJAX for service calls on pages to interact with the server for information.
• Performed Identification, documentation and estimation of technical tasks of varying sizes and levels of complexity of the project.
• Used Oracle stored procedures, triggers, functions and packages.
• Code reviews for the Servlets in order to get high performance and coding Java Classes.
• Interfaces were developed to the database with the help of JDBC drivers for Oracle
• Developed user interface screens using JSP, JQuery, JSON, HTML, CSS, JavaScript, AJAX and JSP Custom Tags.
• Used JDBC calls to update the database at the application server
• Written UNIX shell scripts to copy the data files from one server to another
• Wrote SQL queries and PL/SQL procedures for JDBC.
• Developed SQL queries, Joins, Stored Procedures, Views, Triggers and user-defined Functions using T-SQL to implement business rules and transformations
• Experience with reporting tools like SSRS while creating shared and embedded data sources to pull data into reports from the database
• Experience in creating several reports using SQL Server Reporting Services and Crystal Reports.
• Participated and provided feedback in code analysis and reviews.
• Installation, configuration and maintenance of Apache-Tomcat.
• Designed cross browser compatible web pages.
• Developed XML related APIs in Java as XML is the data transfer standard used for communication between applications.