PROFESSIONAL SUMMARY:

• Over 8+ Years of extensive IT experience in SDLC phases, including requirement analysis gathering, design, develop, test and implement Enterprise Level Applications as per ITIL standards on ITSM platforms. Tremendous problem solving & troubleshooting skills, leadership qualities, strong analytical, multitasking, execution skills and presentation skills with ability to co - ordinate activities, interact with end users in a fast-paced team environment and ensure delivery within time frame.
• Experienced in designing complex Workflows & Implementation of Incident, Problem, Change, Request, Asset Management and Service Catalog.
• Experienced in configuration of Business Rules, UI Policies, UI Actions, Client Scripts and ACLs that include advanced scripting.
• Experienced in performing ServiceNow Integrations with third party tools using Orchestration with a blend of MID Server, REST and SOAP. These tools include but are not limited to Trello, SQL Server, Oracle Server and LDAP.
• Experienced in installation, configuration & administration of CMDB, along with Discovery, Hardware & Software Asset Management. Attained good working knowledge on Probes, Sensors, and Identifiers, along with WMI, SNMP, SSH devices.
• Experienced in Performance Analytics which included generating reports, developing Custom Charts & integrating with reporting tools like Microsoft Power BI & Explore Analytics in ServiceNow per requirements
• Experienced in Production Support as first line support, second line support in resolving ticket defects and change requests raised on various applications.
• Strong hands on experience in ServiceNow with Service Catalog Requests, Incident Management, Knowledge Management, Configuration Management, Problem Management, ServiceNow Administration and Change Management.
• Knowledge on Remedy Mid-tier system and Web Services.
• Experience with ServiceNow implementation of PPM (Project Portfolio Management)
• Good understanding of Helpdesk/ Service Desk process, Change Management process, Asset Management, Change Tasking, Service Level Agreement processes.
• Involved in Auditing and Archiving of Remedy and Service-Now applications.
• Developed solutions using JavaScript, Ajax, mid-server, Web Services REST, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Good knowledge of CMDB, Asset Management Services, Business Services and Configuration item relationships.
• Experience in all aspects of client engagement lifecycles including Requirement gathering & effort scoping, product implementation & development, production support, and system upgrades on ITSM and monitoring.
• Experience working in an Agile delivery environment.
• Experience on working with Script Includes and Scripted Web services.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.

TECHNICAL SKILLS:

ITSM/ITIL Tools Cloud Infrastructure tools: ServiceNow, BMC Remedy AWS, ServiceNow

Scripting Languages: JavaScript, Jelly Script, HTML 5, CSS 3, XML, AngularJS

Software Methodologies: Agile, Water fall.

Databases: Oracle 10g, MySQL, MS access, CMDB.

Programming Languages: SQL, PL/SQL, C++

Web/Application Servers Platform: IBM Web Sphere, Apache Tomcat Windows, Linux, Unix, ESX

PROFESSIONAL EXPERIENCE:

Confidential, Taylor, TX

Service Now Developer

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Worked on Incident management moduleas per the requirement and other modules such as ITSM, CMDB and Knowledge base.
• Designed many email templates by using HTML and jelly scriptingand used them in notification.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Creating catalogitems, workflows, inbound emails actions and update sets for service.
• Developed UI Actions, script includes and Business rules for overall platform requests.
• Developed HTML and CSS codes for front-end deployment.
• Developed Web forms using PHP, JavaScript, CSS, and HTML.
• Wrote various methods to manipulate HTML and CSS in jQuery, made web pages’ dynamic using AJAX, JSON, and XML.
• Developed HTML and CSS codes for front-end deployment.
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like
• Change Request,ESS, Service Desk, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Developed Service Catalog by creating new catalog items, designing workflows and execution plans.
• Involved in testing Service- Now form and reports for correct mapping of the objects and data correctness.
• Development of integration for User Authentication (SSO, LDAP, Multi Provider SSO)
• Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, WelcomePage Content, Map Pages and other UI elements for ServiceNow module.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service- Now.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Designed, developed, and maintained the report portal which provides user access to scheduled reports and report parameters.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the Service- Now and report related issues.
• Involved in basic SOAP message creation and Web service implementation.
• Developed HTML and CSS codes for front-end deployment.
• Developed Web forms using PHP, JavaScript, CSS, and HTML.
• Created complex transform scripts in transforming the data into the SNOW database.
• Used JDBC and ODBC of Data Sources for setting up the configuration database in Service now.
• SCCM 2012-- dedicated SQL Database and SCCM plugin to be enabled in Service Now ITSM instance.
• A flat table created in SQL database replica server, called SCCM Computer Info table. This flat table serves as a replicated data source from SCCM database. This table contains selected data imported from SCCM tables and uses mappings defined in the ServiceNow SCCM plugin to ensure correct data transfer betweenthe ServiceNow CMDB and SCCM.
• Automatically create record in ECC Queue. Mid Server will execute ECC Queue records via HTTPS protocol over port 443 on firewall.
• Port 443 would need to be enabled for a connection between Mid Server and SNOW instance
• SCCM to Service Now Integration, Service now to SCCM Integration Bidirectional integration.
• Activated and setup of the discovery plugin, worked on Discovery module its related components (LPAR, DB2, CICS, and MQ) and populate them in the CMDB.
• Created reports, workflows, Data imports for Incident, Problem, Service Request, and ChangeServiceNow modules.

Environment: ServiceNow, Windows10, Oracle 11g, SQL*Plus, JavaScript, UNIX, Java Script, JSON,jQuery, Web services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM.

Confidential, Washington, DC

ServiceNow Developer

Responsibilities:

• Create, maintain and enhance Incident Management, Problem Management, Service Request Management, Service Catalog, Knowledge Management, Self-Service Portals, single sign on (SSO) capability, and Active Directory Profile synchronization
• Maintain and train proper usage of the PROD/DEV/TEST instances and update sets between them. Schedule regular clones to keep parity between instances
• Create and maintain an agile, streamlined, scalable, and optimized USMT ServiceNow system components, and perform integration and support, and operational services with high availability and service delivery goals.
• Subject matter expertise in ServiceNow system applications and custom applications.
• Create, maintain and enhance team Dashboards and reporting, including scheduled reports.
• Overhaul, maintain and enhance Change Management, as well as current connections between ServiceNow and other systems.
• Create, maintain and enhance future connections between ServiceNow and other systems.
• Develop and maintain Forms, Reports, Views, Workflows, Groups and Roles.
• Monitor health, usage and overall compliance of ServiceNow and its applications.
• Coordinate application and platform upgrades.
• Create and configure Business Rules, UI Policies, UI Actions, Client Scripts and ACLs including advanced scripting of each.
• Expertise in JavaScript, HTML, CSS, AngularJS, JSON and other scripting languages (preferred)
• Create and configure Notifications, UI pages, UI Macros, Script Includes, Formatters, etc.
• Configure User Accounts, Groups and Roles. Create custom Roles where necessary.
• Develop, maintain, and publish documentation related to policy and procedures of ITSM related to ServiceNow.

Environment: Service Now London/Madrid, HTML5, Java Script, Integratio .

Confidential

ServiceNow Developer

Responsibilities:

• Installed and Configured CMDB 7.5 and involved in building Reconciliation Rules Creating and Running AIE Exchanges.
• Update ITOM roles, organizational structures and incentives by hiring and promoting individuals who demonstrate competence in both business and technology.
• Implemented, Customized and Maintained of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items and Service catalog items.
• Used business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Designed road map to implement SRM & Orchestration modules. Suggested best practices to develop workflows.
• Developed reusable REST Messages to extract google locations in JSON format and propagate the data to forms and UI Pages and used in orchestration workflow activities
• Developed new user interface for Help Desk Team.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Performing quality assurance testing and user acceptance testing.
• Created reports, workflows, data imports for Incident, Problem, Service Request & Change ServiceNow modules.
• Created & Maintained foundation data - User Accounts, Approvers, Support Groups, Production Categorizations, Sites and Templates.
• Responsible for preparing design level, program-level and user-level documentation.
• Creation of Ordered Guides.
• Supported teams responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing and user acceptance testing.

Environment: ServiceNow, Wireshark, Angular JS, ITIL/ITSM, JavaScript, XML, HTML5, CSS, Bootstrap, LDAP Integration, Glide Script, Agile, XHTML, jelly Script and Windows.

Confidential

Java/J2EE Engineer

Responsibilities:

• Involved in the analysis, design and development phases of the Software Development Life Cycle (SDLC).
• Used Rational Rose to generate Use case diagrams, Class diagrams and Sequence diagrams that modeled the design details of the application.
• Developed UI screens using JSP, Struts tags and HTML.
• Used Jakarta Struts Framework, based on the Model View Controller architecture for rapid application development and ease of maintenance.
• Used validation framework for client-side validation and Internationalization to support multiple languages.
• Designed tables to access the database in Oracle and involved in writing PL/SQL, Stored Procedures, and Triggers.
• Responsible for implementing UI mock-ups, integrating third party react libraries, and handling/creating Redux store data.
• Developed web services using Restful technology to support JSON and XML.
• Implemented RESTful Web Services for the data transportation between multiple systems.
• Designed and documented of RESTful APIs for collection and retrieval of high-volume Max, Min and Mean statistical data.
• Developing unit test cases, Bug fixing and end-to-end testing of the application.
• Implemented several design patterns such as Business Delegate, MVC, Singleton and Factory to resolve the most common design issues.
• Encryption and Decryption using symmetric keys.
• Implemented PL/SQL and stored procedures for Oracle9i database.
• Used XML parser APIs like DOM for marshalling and un-marshalling of Data.
• Used MY Eclipse for writing JSPs, Struts, and Other Java code snippets.
• Used J-Unit framework for Unit testing of application and Clear Case for version control.
• Built application using ANT and used Log4J to generate log files for the application.

Environment: Java, J2EE, JSP, Struts, Apache Tomcat, EJB, Servlets, JNDI, JMS, Oracle 9i, HTML, XML Web Services, My Eclipse, SOAP, J-Unit, ANT, Rational Rose, LOG4J, Clear Case.