SUMMARY

• Overall 8 years of professional IT experience and 7 years of experience in Service - Now platform as both Developer and Administrator.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience in debugging and troubleshooting the existing codes.
• Excellent knowledge of hand-coded HTML, CSS, JavaScript, DOM, JavaScript/UI libraries and their use in implementing AJAX solutions.
• Experience in performance tuning of Service-Now Setups.
• Supported the IT team responsible for the implementation and administration of the Service Now implementation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations.
• Knowledge in object-oriented analysis design and application development.
• Experience in creating Portfolio in Eureka and Fuji release.
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement and Service Request Management.
• Strong analytical and problem-solving skills and the ability to interpret and communicate facts and data.
• Hands on experience on various IT Services modules of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, Integration with Web Services.
• Worked extensively with Eclipse, Android Studio, Visual Studio.
• Experienced Mobile / Android Developer who designed and developed consumer application for Android mobile devices with extensive user interface development.
• Proficiency in developing and design of mobile and embedded technologies on mobile platform, Android with SDK version from 2.3 to 4.2 and application development in Android NDK.
• Good understanding in End user requirement analysis, Android OS, interactive application development and full Software Development Life Cycle (SDLC).
• Good Knowledge of ITIL and ITSM best practices.
• Excellent team member with a strong ability to lead and balance multi-project workload.
• Good Understanding in gathering Systems Requirements Analysis, Design, Coding, Testing, Implementation and Documentation.
• Incident Management where issues of high critical Infrastructure and Applications in production environment were facilitated with escalations, outage communications, and bridge calls management targeting restoration of services the sooner. Monitoring tools are leveraged to detect most of the incidents.
• Problem Management where recurring issues are ticketed and discussed in the global meetings in regular intervals for enriched permanent solution.
• Change Management where the configuration items' (CIs) change request are approved after understanding the business impact, operation hours, duration of the change and reason for the change.
• Business Continuity Plan / Disaster Recovery Plan has been an innovative setup after understanding the criticality and availability of the team. This included lot of wisdom on ITIL like BIA, ITSCM, Maintenance and Monitoring, etc.
• Knowledge Management/Document Management which contains SOPs for Incident Identification, Resolution, and Escalation Contacts etc. are maintained with 100% availability of the documents upon regular audits.
• Excellent communication, analytical, leadership and project management skills.
• Authorized to work in the US for any employer

TECHNICAL SKILLS

ITSM Tools: ServiceNow, ITSM Suite.

Operating System: Windows Client (7, Vista, XP - Pro, 2000, etc.), Windows Server (NT, 2000, 2003, 2008), Mac OS-X.

Project Tools / Applications: All MS Office suites (incl. 2003), MS Exchange & Outlook, Citrix Client, MS Internet Explorer, Firefox, Chrome, Apache.

Languages: Java, HTML, CSS, XML, SQL, VB.NET

Application Servers: Web Logic Server, IBM Web Sphere and Java Web Server

IDE: Eclipse 3.x, Android Studio, Microsoft Visio 2007.

Web Technologies: JavaScript, JSON, AngularJS, Agile.

PROFESSIONAL EXPERIENCE

Service now Admin/Developer

Confidential, Springfield, IL

Responsibilities:

• Involved in 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.
• Created Applications, Modules, tables, Columns as per the requirement specification in ServiceNow.
• Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
• Experience in creating Portfolio in Eureka and Fuji release.
• Familiar with Studio Editor, Script Editor, Customizations and the API features of Geneva.
• Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.
• Worked with reporting in configuring Service Level Agreements (SLA).
• Involved in integration with third part tool Altiris, where data from Altiris is imported to CMDB.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• 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 Helsinki, Geneva, Fuji and Eureka.
• Managed inbound and outbound notifications in Helsinki Geneva, Fuji and Eureka.
• 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.
• Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.
• Data Population 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.
• Involved in upgrading version of ServiceNow from Fuji to Geneva and Geneva to Helsinki with focus on Service Catalog and have knowledge with patches for same version.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• 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.

Environment: ServiceNow Geneva/Helsinki, HTML5, JavaScript, JSON, SOAP, Web Services, MS SQL Server, Integration, SCRUM.

Service now Admin/Developer

Confidential, Marysville, OH

Responsibilities:

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Setup the process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• Involved in coding the Business Rules (Server - Side Scripting), Client Scripts (Client-Side Scripting), Script includes in the ServiceNow
• 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.
• 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 configured inbound email actions to create incidents or requests.
• Worked on the latest release EUREKA which is the advanced release and discovered Service-Now upgrades.
• Worked on creating project templates and roll up calculations for tasks and sub tasks using Project Portfolio Management module.
• 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.
• 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.
• 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 Geneva.
• Managed inbound and outbound notifications in Fuji and Geneva.
• 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.
• 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).

Environment: CMDB, ServiceNow Fuji/Geneva, CSS, Java Script, HTML, Discovery, JSON, jQuery, Angular JS, SOAP, AJAX, SCRUM, ITIL.

Service now Admin/Developer

Confidential

Responsibilities:

• Worked on various modules of ServiceNow which include Incident, Change and Problem Management.
• Interacted with Stakeholders, Users and Customers for gathering requirements to arrive at design solution.
• Designed a portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on the feedback received from users.
• Involved in designing the portal and showcasing it into a user - friendly environment.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Created suggested relationships for configuration items in CMDB.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Involved in creation of reports, dashboards in ServiceNow.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Design and develop solutions within the Service-Now environment to include modifications of applications, forms, workflow, interfaces and any other customization required to support ITIL processes.
• Worked with reporting and configuring service level agreements (SLA's).
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Developed Complex workflows in Service Catalog for interaction with Third Party Sources.
• Handling Production support tickets and assigning them to appropriate teams.
• Developed solutions using JavaScript, Web Services, REST and other web technologies to integrate ServiceNow with internal/ external systems and tools.

Environment: ServiceNow Fuji, LDAP integration, AngularJS, Form Creation, AJAX, jQuery, XML, Jelly script, JavaScript, CSS3, REST, HTML5.

ServiceNow Developer

Confidential

Responsibilities:

• Developed and managed application code, user interface, and third - party integration components in all stages of the CMDB development project (i.e. definition, development, deployment).
• Implemented Project and Portfolio management (PPM) coupled with Timecards and Financial management.
• Experience developing and configuring ServiceNow modules including PPM.
• Trained multiple IT teams to build their portfolios and helped managers to build reports.
• Manage development of solutions to migrate and/or integrate disparate data to an enterprise CMDB solution.
• Worked closely with the Data Architect and the DBA in ensuring that enterprise architecture standards and policies are met.
• Participated in design, code, test reviews cycles.
• Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters Build web content on Servicenow Platform.
• Provided detailed architecture analysis and design, and direction on the development activities.
• Performed Servicenow implementation tasks including but not limited to: configuration, integration, custom programming.
• Developed and documented best practice approaches and reusable assets.
• Supports implementation and provides requested enhancements to PPM implementation during and post go live
• Documented technical architectures that could be clearly understood and immediately used by developers to construct code and unit test.
• Participated in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support.
• Used SCRUM/Agile development methodology.
• Worked on common web-technologies including HTML, CSS, JavaScript, Jelly.

Environment: Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations.

Android Developer

Confidential

Responsibilities:

• Worked closely with UI design team to ensure proper translation of design requirements.
• Used different UI elements, adapted the application for different screen size devices.
• Implemented fragments, custom views and adapter for displaying equipment details.
• Implemented SQLite database to store user profile and parsed XML data.
• Implemented multithreading for updating user data.
• Supported to design and develop user feedback form.
• Created test cases and test data for testing the application using JUnit.
• Performed Unit testing on the various modules to ensure the basic test coverage.
• Used JIRA for new requirements, issues, bug tracking and project planning.
• Tested the app in different devices to assure quality and performance.
• Participated on the decision - making process for selecting the appropriate technologies for the project based on requirements and the user's needs.
• Dalvik Debug Monitor Server (DDMS) for debugging and testing
• Used agile process, peer programming, and implemented tasks within the planned sprints.
• Designed the Mobile web page that can be reused by other native applications. The communication made between native and Webpage by JSON.
• Used RESTful web services to GET and PUT data from the server with Http client.
• Experience in XML-based messaging; web services connectivity.
• Used JSON parser to populate the list items.
• Used AsyncTask for reading tweets from the server using twitter4j API.
• Used Shared Preferences to save user settings and UI configurations.

Environment: Android SDK 2.2, SQLite 3.6, Eclipse IDE 3.5, Android API's, RESTFUL Web service, DOM, JDK 1.6, XML, JSON, HTML, CSS, GPS service, Windows 7, GIT (version control), DDMS console, ADB server, emulator.