TECHNICAL SKILLS:

• Performance Analytics
• Service Portal
• Bootstrap
• Mobile Development
• ITIL/ITSM V3 processes
• HRSM
• Financial Services Management
• Security Ops
• CMDB
• Orchestration

SUMMARY:

• A competent professional with around 6+ years of IT experience including extensive 5 years of experience in ServiceNow working with different modules and platform like ITIL, ITSM, ITOM, Incident, Problem, Change Management, Knowledge, Service Catalog, CMDB, Discovery.
• Involved in the ServiceNow Instance upgrade activities and cloning between various environments.
• Experience in designing, developing, configuring, 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.
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for Business workflows, ticketing or other ITSM requirements.
• A ServiceNow Technology Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Excellent expertise in developing and maintaining Service catalog items.
• Worked in configuring ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.
• Experience in SaaS software configuration and development using Web Services and Simple Object Access Protocol, XML/RPC, and AJAX.
• ServiceNow discovery configuration to populate CMDB.
• Experience in preparing Design document, Flow diagram, Class & Sequence diagrams for an application.
• Mid Server Process Configuration for Windows & Linux, Workflows, Configuration Management Database (CMDB)
• Good Knowledge of CMDB and IT Asset Management Services (ITAM)
• Knowledge of process automation using ServiceNow Orchestration & experience writing orchestration workflows such as Content Management, Web Services.
• Experience in creating Knowledge articles, mentored and trained business users & Helpdesk users on ServiceNow platform. Experience in front-end development (UI) using JSP, HTML 5, CSS 3, JSON, Angular JS and JQuery.
• Strong Interpersonal skills including team collaboration, leadership, presentation, organizational, verbal and written communication skills.
• Well experienced in MVC architecture, Struts, JSF2, Spring MVC including Validations and business flow of applications.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM.
• Extensive knowledge in database transactions management for database related changes by integrating JDBC, Hibernate with spring.
• Was involved in the design and development of Presentation Tier using JSP, HTML, DHTML, XHTML, CSS and JavaScript, Angular JS and AJAX.
• Used application servers like WebLogic, WebSphere, JBoss and Tomcat servers based on the client requirements and project specifications.
• Expertise in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Knowledge in using Glide Scripting for creating UI Action and business rules.
• Strong Experience in ServiceNow components such as UI policies, UI Actions, Business rules, Client scripts, Inbound action, Roles, Email notifications, Reports, Gauges, Dashboard, Scheduled Jobs.
• Excellent hands on experience in building Catalog items, Order Guides, Record producers.
• Expertise in creation of workflows for Service Catalog items in ServiceNow.
• Impelled Update sets from development instance to test instance for unit testing, then moved to production instance.
• Hands on experience in loading the data into ServiceNow using import sets.
• Sound Knowledge in working with Users, Groups, Roles, ACL.
• Experience in using DISCOVERY to load configuration information to CMDB.
• Good Knowledge on Single Sign on, LDAP, Mid Server.
• Clear Understanding of BSM and Schema Maps.
• Expert in integrating ServiceNow with various applications through SOAP/REST Web services.

WORK EXPERIENCE:

Sr. ServiceNow Developer

Confidential - Remote, TX

Responsibilities:

• Created Reports, Workflows and data imports for Incident, Problem, Service Request, Change Management and Knowledge Management modules.
• Worked on setting up Active Directory, LDAP and SSO Integration.
• Worked on setting up MID Server between Active Directory and ServiceNow instance which encrypts all the Users Data in the organization.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Worked on configuring Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, CMDB and SNOW Reporting using ITIL process.
• Worked on Business Rules, Client Scripts, UI Policies, UI Actions, Data Policies and Data Dictionary. Understood the Service Desk and worked on developing the Employee Self Service Portal (ESS) using Content Management.
• Worked on setting up Email Notifications for different modules in ServiceNow.
• Involved in working with process owners to develop workflow, implemented the workflows in Service Applications and administer the tools and enhanced requests by Java Scripts.
• Worked on Notifications as part of customizing in ServiceNow.
• Worked on UI Pages, Transform Maps and Schedule Jobs. Experience in configuring the SLAs for various ITIL processes as per the client requirements.
• Strong experience in customizing the form design and form layout for various on the ITIL Process. worked on Service Catalog in introducing new Catalog Items based on the Clients requirement. Experience in working with the workflows using ServiceNow Workflow Editor.
• Importing the Data in different formats (excel, csv, xml) via attachments into ServiceNow.
• Expertise with Workflows, Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Used Content Management module to deploy ESS pages.
• Excellent experience in ServiceNow Administration and Production support.
• Writing Data Sources, transform maps and properly analyzing coalesce to avoid duplicates in ServiceNow. worked with the stakeholders to gather requirements for the attributes required to develop Service Catalog items.
• Moving Update sets from one environment to another environment in ServiceNow.
• Experience on DISCOVERY and setting up MID servers and populating CMDB.
• Became an expert in troubleshooting Discovery tool.
• Implemented ServiceNow Discovery to populate the CMDB and make ServiceNow CMDB as true source of data. This includes developing and implementing remediation plans to fix discovery issues that caused failure for some of the devices in the network, and establish the relationship between CIs in the CMDB.
• Collaborate with the GRC team on the development of the GRC solution.
• Implementing, configuring, on-boarding, and administrating GRC plugins.
• Writing Scheduled jobs and Schedule Imports depends on the requirements in ServiceNow. Created and Maintained foundation data - User Accounts, Approves, Support Groups, Sites, Production Categorizations and Templates.
• Issues reported and tracked via the Splunk integration.
• Populate Splunk with data from a variety of data sources, whether on-premise or in the cloud, resulting in improved overall data integration.

ServiceNow Developer

Confidential - San Antonio, TX

Responsibilities:

• Maintained internal knowledge base for ServiceNow process and procedures related to development and administration.
• Worked very closely with ITSM Process Architect, customer personnel, Business Analysts, IT Architect, IT support teams and other technical teams to ensure that business needs around implementation of ITSM processes and ServiceNow are in a controlled and predictive manner.
• Gathered requirement from stakeholders for attributes needed to develop Service Catalog items.
• Maintained Service catalog in creating new catalog items, record producers, designing workflows and execution plans.
• Customizing and developing for the ServiceNow Platform using JavaScript, CSS, HTML and Other Web Based scripting.
• Created Assignment rules and trigger rules for on-call. Defined user Criteria for knowledge base and catalog items
• Generated scheduled Reports and created dashboards for the business users.
• Worked on Problem Management implementation in configuring and customizing using Business rules, script includes notifications and script actions.
• Developed Probes and Sensors in Discovery. Involved in developing DISCOVERY to load configuration information to CMDB.
• Perform certain probes which were controlled by MID servers.
• Orchestration task were performed on remote computers using certain probes.
• Worked on JavaScript to create front-end components like forms, views and workflows.
• Deploying, managing, and operating scalable, highly available, and fault tolerant systems on AWS.
• Created Cloud Formation Templates (CFT) to launch the stacks.
• Involved in all product design reviews to verify that design meets quality standards and functional/technical requirements.
• Worked directly with End users to resolve issues within ServiceNow.
• Gathering data and defining data and formatting the data in ServiceNow.
• Defined SLA's and OLA's for incidents with proper escalation path when breached.

ServiceNow Developer

Confidential - Fairfield, CT

Responsibilities:

• Imported many CI's using import set tables
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management.
• Performing quality assurance testing and user acceptance testing.
• Responsible for maintaining and growing data held within ServiceNow such as our users, locations, configuration items and Service catalog items.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.
• Worked on middle-ware "SONIC" integration and scheduled data exports according to users request on daily basis.
• Scheduled data imports from SCCM tables to CMDB tables in ServiceNow.
• Created and loaded catalog items and record producers. Development of requirement integration components (REST).
• Created Dash boards on requirement. Reported inconsistency of form fields and maintenance of CMDB CI's.
• Resolved typical Users access and roles issues by checking active directory and users table.
• Created database views to pull the reports on variables which are being used by catalog items.
• Provided suggestions to how the data needs to be moved from one Instance to the other using Update sets.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Created Buttons and context menus both on form and lists using UI actions. Created transform maps for importing CMDB data.

Java Developer

Confidential - Nashville, TN

Responsibilities:

• Participating in the system study to understand the functionality of the current system.
• Developing the Application in the OSGI framework.
• Responsible in implementation of the presentation layer for the application using HTML5, CSS3, JAVASCRIPT, ANGULAR 2.
• Designed and developed the REST based Micro services using the Spring Boot.
• Expertise in designing and developing full stack web based applications using JavaScript and modern frameworks like React JS, Node JS and Angular.JS along with RESTful Web Services.
• WebLogic Portal was used to develop an online portal for the project.
• Participating in impact analysis for the requirements.
• In charge of maintaining multiple RedHat Enterprise Linux servers.
• Designing and developing Restful API and services using best practices to interact within the micro services and with the front end. Using spring MVC and spring rest.
• Participate in the refinement meetings to create and analyze the stories for the Sprint.
• Works heavily on SAML 2.0 and dotCMS for developing the application.
• Effective tracking of the code is done by using Log4j, Log 4j2
• Provides support during Quality Assurance and User Acceptance testing phases.
• Provides support to the Clients in resolving the production tickets.
• Performed troubleshooting, diagnostics and analysis to uncover root malfunctions.
• Determined coding requirements for site creation, including e-commerce capability and specialized scripts.
• Analyzed requirements and designed, developed and implemented software applications for multiple websites.
• Worked with quality assurance team to set up scripts, test case and automation protocols.
• Investigated issues and defects to determine problem root cause and formulate corrective action recommendations.