SUMMARY

• Over 7+ years of professional IT experience and 3+ years of experience in ServiceNow Development, Maintenance and administration.
• Experience in Installation and Configuration of different modules of ServiceNow.
• In - depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Experience with complex integrations within the ITSM environment such as ServiceNow -Siebel, ServiceNow - Web service integration with third party application like BMC Remedy.
• Experience in Service Management and Service Delivery Process. (ITIL Frame Work).
• Around 4 years of extensive Experience in designing User Interface (UI) applications and professional web applications using HTML5, CSS3, JavaScript, AngularJs, jQuery, AJAX, JSON and XML.
• Integration and Automation with Web Services to Amazon Web Services (AWS), Azure Web Services (Azure) and VM Ware.
• Direct hands on experience on various IT Services of Service-Now tool like Asset Management, Service-Now Administration, Reporting, Gauges, Integration with Web Services.
• Experience Creating Mobile Friendly Service Portals for Users.
• Good hands on Experience working on Setting up ServiceNow Discovery, CI Classification, Setting up Credential’s.
• Knowledge in Business Services Configuration and Service Mapping.
• Good Hands on Experience creating Custom Probes and Sensors.
• Setting Up Mid Server for Multiple Environments and convert into Cluster’s.
• Good hands on Experience on Setting up LDAP and LDAPS to Get Users and Groups Data from the Active Directory (AD).
• Perform user account administration and governance, including group maintenance, user roles and process user license tracking, and monitoring of single-sign on providers.
• Experience in setting up Single Sign-on using: Digested Token, SAML 1.1, SAML 2.0.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
• Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script.
• Extensive experience of integrating ServiceNow with 3rd. party tools and implantation of SOAP and REST API.
• Experienced in different custom applications for automating the business processes of customer.
• Functional knowledge and implementation experience of ITSM frameworks.
• Good experience with developing highly scalable, high available websites.
• Experienced in AGILE/SCRUM methodology.
• Extensively worked on CSS Background, CSS Positioning, CSS Text, CSS Border, CSS Margin, CSS Padding, CSS Table, CSS Sprites, Pseudo Classes, Pseudo Elements and CSS Behaviors in CSS.
• Well experienced in using Adobe Photoshop CS3.
• Experience using BOOTSTRAP for Responsive Web Design.
• Experience using version controls like GIT and SVN.
• Strong experience with Apache Webserver administration.
• Strong communication, problem-solving, organizing and planning skills with ability to work independently or in a team environment.
• Experience using JIRA for gathering requirements and defect tracking.

TECHNICAL SKILLS

ITSM Tools: Service-Now, ITSM Suite

WEB TECHNOLOGIES: HTML 4/5, XML, CSS, SCSS, JAVA SCRIPT, JQUERY, JSON, AJAX

WEB SERVER: APACHESERVER, TOMCAT

DATABASE: MySQL6.x/5.x/4.x, Oracle, SQL Server

Version Control: GIT, SVN

IDETOOLS: Vscode, Eclipse PDT, Sublime and Notepad++

OPERATING SYSTEMS: Windows XP, MAC OS, Linux

PROFESSIONAL EXPERIENCE

Confidential, Santa Monica, CA

ServiceNow Administrator/ Developer

Responsibilities:

• Perform day to day administration of the ServiceNow tool Maintain business services and configuration item relationships in ServiceNow tool.
• Develop and manage application code, user interface, and third-party integration components
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles.
• Manages data with Tables, CMDB, Import Sets, and Update Sets.
• Worked on the things relating to ServiceNow: Discovery, Automation, CMDB population, Security Roles.
• Configured Discovery in Service and workshops provided to customers about the functionality of Discovery.
• Implemented Service Mapping for business Application.
• Configured Single Sign-On integration using SAML 2.0 plug-in with Identity Management.
• Worked on the functionality of Inventory Management plugin into Asset Management.
• Working on classifying, identifying, and updating all the devices in an IP range, including the SNMP devices protected by an ACL.
• Monitored and performed ServiceNow admin activities which involves group, user administration.
• Worked on automated workflow, created training documents, trained personnel, updated processes and procedures.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes. Managing ServiceNow (Change Management) to automate and standardize business processes for all Go-Lives.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Update set capturing and moving customizations to different instances.
• Customizing forms, lists, choices for custom applications based on the requirement.
• Importing data into service-now by using import set.
• Involved in operation, requirements identification and documentation, preliminary and detailed system definition, system design reviews Involved in MID Servers for granted access to the SNMP devices by the ACL.
• Creating ACLs as per Business requirements.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Working as a Developer to incorporate the requirements in the ServiceNow tool in an optimal way.
• Working on the Systems Requirement Specification (SRS) including problem analysis and system definition models defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation.
• Implementing ServiceNow Discovery and CMDB and integrating it with Change management.
• Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best practices.
• Performs migration activities (Dev to QA, QA to Prod).
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
• Integrating ServiceNow with other systems and customization.
• Worked on the release and problem management from requirements gathering through testing.
• Experience in developing mobile friendly Service Portals.
• Worked on ServiceNow scripts by using JavaScript including client scripts and mail scripts.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management.
• Customized and created workflows for change management, knowledge management and for service catalog items.
• Involved in change and release to production touch points, incident and problem management processes.
• Creation of various reports depending on the customer requirement.
• Coding and review findings as per the best practices of Service Now.
• Responsible to give KT'S or knowledge session to the client and the team members about the work done.
• Worked on client side and server-side scripting according to the client requirements.
• Creating Process flow bar, Formatters, Annotation for forms as per the business requirement.
• Gathered and analyzed requirements.
• Created and maintained technical documentation, bug fixes.

Confidential, San Ramon, CA

ServiceNow Administrator/ Developer

Responsibilities:

• Create new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests.
• Designing, configuring and customizing new applications and modules.
• Build reports, gauges, and home pages.
• Create and use update sets to move customizations between systems.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA’s.
• Has been part of end user self-service portal management.
• Configured end to end process for Knowledge management and worked on the knowledge Centered Support (KCS) plugin.
• Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Created many standard workflows which are being re-used and propagated.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Maintain the integrity of the service-now tool across production and non-production environments.
• Involved in production support for all the Service-Now related issues.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Worked on system/security requirements analysis and secure system definition.
• Worked on SNMP devices in a network protected by an ACL for the project.
• Developed test scripts for ServiceNow regression test bed.
• Implemented ITSM across security organization resulting in substantial increased customer satisfaction.
• Maintained the Configuration Items and modified the forms and form Sections.
• Worked on Configuring the IP Addresses to help find out the un discovered CI’s into CMDB.
• Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials.
• Worked on the project management of service implementations and changes, staff management, asset management.
• Did performance tuning of the ServiceNow and also worked on System Diagnosis.

Confidential, Dublin, CA

WEB UI DEVELOPER

Responsibilities:

• Designed dynamic and browser compatible pages using HTML, CSS, JavaScript and Ajax.
• Developed Graphics using Adobe Photoshop CS3.
• Developed data insertion forms and validated them using JavaScript.
• Created Fade-in/Fadeout and animation effects using jQuery.
• Performed Ajax functionality and XML parsing using jQuery.
• Created Email templates using HTML Tables and managed them in Exact Target.
• Coordinated with other teams for campaign accuracy as per established quality specifications.
• Executed processes for conducting proper campaigns across multiple email clients and mobile devices.
• Executed processes for development and maintenance of internal email templates and standards.
• Developed promotional, stream, purchase, cart abandon and welcome emails.
• Used LITMUS for testing in different browsers and different devices like mobile, tablets and desktops.
• Used Vector Markup Language and Backgrounds for solving background image issues on outlook.
• Used Exact Target and StrongView CRM for hosting emails.
• Experience Using Product Cockpit Management and WCMS to manage the content.
• Used SASS for managing and reusing the styles.
• Used Bootstrap standard classes to get static pages responsive and added few custom classes to make few areas fit into the responsive design.
• Used image-responsive class to make the images responsive across all devices.
• Used AngularJS MVC for data binding, dependency injection, connecting to services and for creating custom directives.
• Utilized Angular MV framework for developing a Single Page Application for the customer care department intranet project.
• Worked with Node, Grunt and bower for setting up the server, automating the tasks and managing dependencies.
• Created mobile templates for iPhone and Android.
• Used JavaScript and XML to update a portion of a web page thus reducing bandwidth usage and load time and add modal dialog in web pages to get user input and requests.
• Configured SSL certificates and managed client connections in Apache.
• Worked with different jQuery and customized accordingly.
• Used Tortoise SVN to check in code to dev Environment and to avoid merge issues.
• Resolving all the assigned defects and interacting with QA to resolve any issues.
• Used JIRA as the Bug Tracking tool.

Environment: HTML5, CSS3, JavaScript, AngularJS, jQuery, AJAX, Adobe Photoshop CS3, Apache Webserver 2.2, Hybris 5.3.0.0.3, Java, JSP, PHP, Linux, Spring MVC, Node, Grunt, Bower, StrongView.

Confidential, Olathe, KS

UI Developer

Responsibilities:

• Worked closely with developers in understanding the architecture of the farmer’s dashboard website.
• Understood business requirements by closely following up with Business analyst and systems analyst.
• Worked on major bug fixes, which included UI issues and functionality issues as well.
• Developed the complete HTML, CSS and JavaScript of the dynamic web pages with emphasis on performance, accessibility (AA) and SEO standards.
• Implemented Performance Tuning to make the page’s load fast and in an effective way.
• Developed Form validations with error messages in a dialog box using JavaScript.
• Worked on implementing the Tracking Tags at click level of each event in the webpages using JavaScript.
• Designed business applications using web technologies like HTML, DHTML, XHTML, and CSS based on the W3C standards.
• Used jQuery extensively for event handling, DOM manipulation and cross-browser compatibility.
• Used jQuery for creating dynamic carousel, Dynamic tabs with the flexibility of changing the order of the layouts and Accordion.
• Worked with solution design team in understanding the widget’s features.
• Implemented agent widget based on the wire frames provided by the design team.
• Built the template, pulled agent information from JSON object and rendered it onto the widget.
• Made widget as a modal popup by using colorbox plug in.
• Used Firebug, Firebug Lite, and IE Developer Toolbar for debugging and browser compatibility.
• Interacting with Design team and Business for gathering the requirements and functionality.
• Used JSON for collecting data from and sending requests for client-side Applications.
• Implemented AJAX functionality using jQuery to add interactive features to the website.

Environment: HTML, CSS, JavaScript, jQuery, JSP, WebSphere, IBM RAD, IBM Clear Case, QC