SUMMARY:

• 8 years of experience in IT industry and around 4 years of extensive experience on ServiceNow Development, Maintenance and Administration.
• Experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, and Configuration Management.
• Experienced in all stages of Software Development Life Cycle (SDLC) with extensive knowledge of business and requirements analysis, business Process modeling and Project planning.
• Experience in managing process, technology and ITSM (incident, change, and problem) in Service - now.
• Expertise in developing Client Scripts, Business Rules, Script Include, File and JDBC data imports.
• Experience in Design, development and manage CMDB (Configuration Management) in ServiceNow.
• Had working knowledge with Project Portfolio Suite which covers Demand Management, Project Management, SDLC, Test Management and Resource Management.
• Expertise in creating and managing Service Catalogs, Record Producers, Order Guide and Inbound Email Actions.
• Good experience in developing workflows and in customizing the applications in service now using Java script, AJAX, HTML and DHTML.
• Created business requirement and technical design documents for implementing ServiceNow.
• Actively engaged in Gap Analysis, Data Analysis, Risk Analysis, Business Process Improvement, System Integration and Troubleshooting.
• Strong customer centric approach with excellent analytical, co-ordination, communication, presentation, leadership skills and documentation.
• Experience developing and delivering Onsite-Offshore model.
• Flourish in both independent and collaborative work environments with quick learning abilities.
• Worked extensively in code development using Java Script, PL/ SQL (Procedures, Functions, Packages, Triggers) in Implementation and Support projects.
• Expertise in RDBMS development including Oracle SQL, PL/SQL database backend programming with stored procedures, Functions and packages.

TECHNICAL SKILLS:

Ticketing Tools: Service Now (Service Catalog, Incident Management, Problem Management, Change Management, Knowledge Management, CMDB, Project Portfolio Suite)

Scripting: JavaScript, HTML, CSS, XML, DHTML and AJAX

Operating Systems: Unix, WinXP/7/8

Languages: SQL, PL/SQL, JAVA/J2EE

Databases: Oracle 9i/10g/11g

GUI: Oracle Forms 6i/9i/10g

Tools: & Utilities: Toad, SSH Tectia Client, PVCS, SVN, KINTANA, HP Quality Center

Reporting Tools: Oracle Reports 6i/9i/10g

PROFESSIONAL EXPERIENCE:

Confidential - Liberty Corner, NJ

ServiceNow Developer

Responsibilities:

• Involved in developing Use Cases and Technical Design Documents.
• Designed form layouts, workflows and modules in applications.
• Involved in writing client scripts and UI policies to make client side changes.
• Created UI pages to use them in Service Catalog, designed buttons & context menus both on form and lists using UI actions.
• Created schedules, reports and monitor performance of Service Now.
• Involved in Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various Service now modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Worked on creating and configuring the Applications, Modules, Business Rules, Client Scripts, in Service Now.
• Populated the CIs (Configuration Items) and configured the CI relations in CMDB.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Writing Catalog client scripts and UI policies to make client side changes.
• Extensively used the Glide Record for server side scripting (in business rules)
• Experience on working with Script Includes and Scripted Web Services.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Customizations in ServiceNow forms as per client's requirement.
• Created Record Producers, order Guides and catalog client scripts and workflows, created custom tables, fields and configures Access Controls (ACL's) over them.
• Experience in configuring email notifications in ServiceNow.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Worked on integrating with LDAP server to obtain the users, roles, and group's information into ServiceNow

Environment: ServiceNow London, Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Change, HTML, CSS, Java.

Confidential, Chicago-IL

ServiceNow Developer

Responsibilities:

• Involved in developing Use Cases and Technical Design Documents.
• Designed form layouts, workflows and modules in applications.
• Involved in writing client scripts and UI policies to make client side changes.
• Created UI pages to use them in Service Catalog, designed buttons & context menus both on form and lists using UI actions.
• Created schedules, reports and monitor performance of Service Now.
• Involved in Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various Service now modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Worked on creating and configuring the Applications, Modules, Business Rules, Client Scripts, UI Actions, and UI Macros in Service Now.
• Populated the CIs (Configuration Items) and configured the CI relations in CMDB.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Writing Catalog client scripts and UI policies to make client side changes.
• Extensively used the Glide Record for server side scripting (in business rules)
• Experience on working with Script Includes and Scripted Web Services.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Bi - directional integration between ServiceNow with HPSM using SOAP API methodology
• Customizations in ServiceNow forms as per client's requirement.
• Develop and deliver customized portal web pages in ServiceNow using JavaScript frameworks
• Experience in configuring email notifications in ServiceNow.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Worked on integrating with LDAP server to obtain the users, roles, and group's information into ServiceNow

Environment: ServiceNow London, Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Change, HTML, CSS, Java .

Confidential - Seattle, WA

ServiceNow Consultant

Responsibilities:

• Provided solutions in agile methodology for many stories in different modules like Incident, Change, Problem, CMDB and Assets Management.
• Implemented complex Catalog requests with workflows.
• Involved in configuring the Business Rules, Client Scripts, UI Policies, and Access Lists in ServiceNow.
• Worked on various ServiceNow customization like UI customizations for forms, lists and UI actions, enhancements as per Client requirements
• Involved in customizing the form design and layout for Incident, Problem and Change Management.
• Created and moved update sets to different ServiceNow instances.
• Customized workflows for change management, knowledge management and for service catalog items.
• Worked on Agile methodologies where requirements, design, testing, deployment needs to be done in required time period.
• Created the new Applications and Modules, custom tables based on business needs.
• Extensively used the Glide Record for server side scripting (in business rules).
• Created Buttons and context menus both on form and lists using UI actions.
• Designed email templates and used them in notifications.
• Developed script includes and invoked them in business rules and client scripts.
• Created Catalog Requests and record producers
• Created custom Notifications for Incident/Change/Catalog Request
• Created custom tables, based on business needs.
• Created ACL’s for tables/forms/modules and managed user/group roles.
• Worked on Order guide
• Provided feasibility analysis for many stories.
• Participated in daily scrum, retrospective calls and weekly releases.

Environment: ServiceNow Kingston, Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Change, HTML, CSS, Java.

Confidential - Lincolnshire, IL

ServiceNow Developer/Admin

Responsibilities:

• New fields were added to support the client requirement along with the set of business and client rules, UI customizations, to fulfill client requirement.
• Updating Incident/Problem/Change module based on client feedback.
• Creating new groups and adding users to the groups in service now.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also Workflow has been created to support the Approval workflow and task assignment.
• ServiceNow Application UI Configuration, Data Loads using import sets, Advanced workflows, development of reports & metrics for executive management.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Integration of ServiceNow with LDAP.
• Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in ServiceNow.
• Fix code issues, source control and migrate the solution to production environment following the IT processes of client.
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
• Exposure to new plugins like Project Portfolio Suite for project creation from a Change or Incident, Project Planning, creation of project as well as test tasks and their relations and dependencies, resource planning, allocation and scheduling.
• Done the coding to automate the migration process and SOAP was used to interact with Service-Now platform.
• Created and moved update sets to different ServiceNow instances.

Environment: ServiceNow Istanbul, Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Change, HTML, CSS.

Confidential

Analyst

Responsibilities:

• Requirement analysis, client communication for functional discussions.
• Process oriented activities, Impact Analysis, Estimation, Schedule, Design and Development, Peer review for JavaScript, Form designing, Oracle, Java
• Functional Specification, Technical specification, Test Scripts and Test Plan preparation
• Creating new and changing existing forms with HTML, JavaScript, CSS.
• Creating scheduled agents and workflow implementation.
• Developed PL/SQL Packages, Procedures, Functions, and Database Triggers to meet the business requirements.
• Extensively used Nested tables, PL/SQL tables, Arrays to code Procedures andFunctions
• SQL scripts to extract data from oracle RDBMS database and loaded the objects into relational tables using SQL loader.
• Implemented object-relational mapping between various tables, attributes and columns.
• Program and test Specific data Validation and Derivation checks
• Extensively used Bulk Collections to improve Performance
• Fine Tuned the SQL queries using hints for maximum efficiency and performance.
• Optimizing PL/SQL code and SQL queries (Using Explain Plan, Analyze, Indexes and Hints)
• Interacting with client for Production/UAT support.

Environment: PL/SQL, Oracle 9i, Java script, HTML, CSS