SUMMARY

• A Competitive IT Professional with 8+ years of IT experience in ITSM/ITIL with working Knowledge on various IT Services and Web Development.
• Certified professional with 5+ years of experience in ServiceNow suite as Developer/Administrator in delivering medium to large - scale implementations.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with Customers and Clients
• Strong hands-on experience and intense knowledge of ITIL processes in ServiceNow such as Change management, Incident management, Problem Management, SLA/OLA configuration, Service Request Management, and Service Catalog maintenance, Asset Management, ServiceNow Administration, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Experience on Implementation of Scoped Application (Human Resources/HRSM) in ServiceNow
• Experience with SOAP/REST integration, Web services, Workflow and CMDB.
• Good Knowledge in using Glide Form Scripting for creating UI Actions and Business rules.
• Expertise in developing, debugging and optimizing performance of Client scripts and UI polices
• Experience in designing, creating, monitoring, modifying, and publishing service catalog workflows with approvals.
• Good Knowledge of CMDB and Asset Management Services: Business Services and Configuration Item relationships
• Excellent experience in designing and developing Service Catalog, Catalog items
• Experience in designing and developing record producers
• Experience in managing roles, users and groups in ServiceNow
• Hands-on experience in Client and Server side Scripting
• Excellent knowledge and experience in Configuring Email Notifications and Scripting Inbound Email actions
• Involvement in Release management activities like, creating implementation plans, migrating update sets, managing release end to end schedule Clones across non-prod instances
• Hands on experience in web development using HTML, JavaScript, CSS, AngularJS and application development using Java / J2EE, JSP.
• Experience in configuring UI Macros, Formatters using Jelly script
• Experience with various Project and Portfolio Management(PPM) modules using tools like Clarity.
• Knowledge on Performance Analytics and experience on designing different type of dashboards and indicators
• Experience in configuration of Import Sets, Transform map and Data Sources
• Experience in generating various type of reports in ServiceNow
• Experience on working in ServiceNow versions Fuji, Geneva, Istanbul and Jakarta.
• Knowledge of Single Sign-On and LDAP integration
• Hands-on Experience on Customizing ITSM, Incident, Problem Management and Change Management modules based on user requirements
• Good understanding of Remedy Mid-tier system, Web Services, Crystal Report
• Working Experience on XML imports and exports in ServiceNow
• Working with customers, internal IT and infrastructure teams, third party data providers etc throughout the service restoration process.
• Efficient in working closely with Development, QA, Product and Business owner teams to ensure high quality and timely delivery of builds and releases across multiple platforms and environments.
• A detail oriented self-starter and a team player who can produce quality work on time in a fast-paced, deadline-driven environment and capable of managing multiple projects simultaneously

TECHNICAL SKILLS

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

Software Methodologies: SDLC, Waterfall, Agile, XP and Scrum

ITIL: ITSM, ITIL, ServiceNow, CMS, SCR, SAML and LDAP

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

PROFESSIONAL EXPERIENCE

Confidential, Austin, TX

ServiceNow Developer

Responsibilities:

• Participating in requirement gathering from HR department and design the requirements into solutions in the scoped application.
• Designing and developing scoped Human Resources application in Istanbul in ServiceNow.
• Developing one stop Human Resource catalog by creating different types of catalog items.
• Developing email notifications for the HR cases in ServiceNow
• Developing SLAs for HR Case as per requirement
• Configuring Inbound & Outbound Email actions to create or update HR case using Email actions
• Developing exclusively scheduled HR notifications for Human Resources scoped application
• Creating and modifying client scripts and UI policies for better user experience using java script
• Developing Business Rules using Glide form scripting
• Configuring ACLs to restrict access to sensitive HR Data in the global system
• Handling and Maintaining integration with Global Directory and Workday to maintain HR updated data in ServiceNow
• Creating HR services and attaching them to the respected record producers
• Designing and developing HR case forms and layouts and creating different views
• Creating and managing HR assignments for auto assigning the HR case
• Participated in development of HR specific service portal
• Analyzing business requirements and design and developing them into solutions and testing the developed solutions
• Participated in HR Data Migration from legacy instance to new instance in ServiceNow
• Handling user/group management and role assignment
• Creating custom roles for additional access to users in HRSM in ServiceNow
• Developing dashboards for HR Managers, Leaders and Fulfillers
• Developing different reports to specific users as HR Managers/Leaders/Fulfillers
• Creating new modules and make them available to users on role base
• Creating and configuring scheduled jobs and transform maps to load data into ServiceNow in ServiceNow
• Creating and handling Update sets to move customizations between different ServiceNow systems (instances).

Confidential, Dallas, TX

ServiceNow Developer/Admin

Responsibilities:

• Participate in the full SDLC Requirements Gathering, Analysis, design, and coding, testing, training and operational support.
• Implement the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, third party software integrations, implementing new functionality, homepage customization.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Created schedules, reports and monitor performance of Service-Now.
• Service Catalog design and workflow design based on the approval and fulfillment process.
• Implement new workflows that use a variety of activities to understand how records are generated from workflows. Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Manage and coordinate activities during the overall ticket life cycle in Incident Problem and Change Management. Successfully implemented Knowledge Management process.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Jelly Script, HTML 5, and CSS.
• Used UI Macros to create pages as templates on the requirement.
• Worked with asset team to check for the data collected through discovery is accurate.
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
• Educating end users on the usage of ServiceNow applications like incidents, problem, changes and service catalogs.
• Creation of advanced workflows, new groups and adding users to the groups in ServiceNow.
• Created and moved update sets to different ServiceNow instances. Worked on UI customizations for forms, lists and UI actions.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Confidential, Bloomfield, CT

ServiceNow Administrator/Developer

Responsibilities:

• Maintained, Administered, Implemented, tested applications in ServiceNow Instances like DEV, TEST and PROD.
• Developed an Automated Application-Bulk Asset Uploads where Server Planner will have the ability to load the Asset and CI data using spread sheets and a detailed Error log will be given to Server Planner for each record and column and a reason of failure for every field.
• Implemented Client Scripts, Business Rules, OOB Implementations, Scheduled Jobs, Script Includes, transformation Maps, UI and Data Policies for Asset and Disaster Recovery Projects.
• Created dashboards for Asset Managers, Server Planner and Admins to monitor the data.
• Created Service Catalog Items and complex workflows which deals multiple tasks, approvals, assignment of current users to groups and roles to them in workflows.
• Created Record Producers to which enables Servers Planners to load the data using Spreadsheets.
• Developed an Automated Application-Scripted Web Services, SAML 2.0 and Outbound SOAP Messages to provide Sync procedure for Groups, Users in Groups and Groups has Roles in all instances PROD, TEST and DEV.
• Developed an Automated Application-Scheduled job and an UI action to resend the Approval Emails for every30dayswhentheApprovalsareinRequestedState.
• Developing integrations with third party tools using web services and SAML 2.0.
• Global Directory Integration from ICC to SFTP Mail Server and its Transformation Maps.
• Atrium Database Integration to ServiceNow for Asset Management.
• Developed transform maps for Atrium database tables to ServiceNow Asset Management related tables and its relationships.
• Data related Issues and its fixes
• Developed Transform Maps for Asset and CI Bulk Uploads and its automation. Normalization of Models.
• Upgraded DEV, Test and Prod Instances from Fuji to Geneva and fixing its issues.
• Used Team Development Module for Pull/Push updates and configurations from one instance to another instance.
• Created Scheduled Reports for Server Planners and Asset Managers.
• Created Database Views to test and validate the data.

Confidential

ServiceNow Administrator/Developer

Responsibilities:

• Gathering detailed Business and Technical requirements from customer for development of Service Requests
• Transform functional requirements into detailed technical designs that represent actionable development tasks
• Attended review meetings and project meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog, Incident, Problem and Service Level Management Implementation.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service- Catalog)
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules Configuration and customization of Help Desk and different Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements. Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation
• Experience on developing Content Management System(CMS) and Jelly Scripting solutions on ServiceNow
• Responsible for creating homepages including basic Reporting.
• Analyzed various problems and created new solutions and new techniques
• Worked on CMDB and Asset management. Performed Data migration to import data from other
• Applications and external databases.
• Created Update sets to move customizations between different systems
• Preparing Implementation Plan for every release in ServiceNow and provide Walk through to the entire team to execute the steps
• Developed solutions using Java Script, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/external systems and tools
• Performed System and integration testing with sample/live data with Support Services team.
• Budget management for all ITSM, Service desk and QA departments

Confidentia

Java Developer

Responsibilities:

• Worked on persistence layer using O/R Mapping Tool Hibernate with Oracle 10g Database
• Involved in End to End Design and Development of UI Layer, Service Layer and Persistence Layer.
• Implemented Spring MVC for designing and implementing the UI Layer for the application.
• Have Used Spring IOC to inject the services and their dependencies.
• Implemented Site Mesh as the web page layout and decorating framework to aid in creating the consistent look and feel for the web application.
• Have used AJAX to retrieve data from server synchronously in the background without interfering with the display and existing page in an interactive way.
• Have Used DWR (Direct Web Remoting) generated script to make AJAX calls to JAVA.
• Involved in writing Spring Validator Classes for validating the input data.
• Involved in writing complex PL/SQL and SQL blocks for the application.

Confidential

Java/J2EE Programmer Analyst (Junior Developer)

Responsibilities:

• Involved in preparing the Detailed Design document for the project
• Implemented waterfall model
• Developed Action Forms and Action Classes in Struts framework
• Identified the Action and DynaAction form Classes, based on the Struts framework, to handle the pages
• Created tile definitions, struts-config files and resource bundles using Struts framework
• Developed web pages using JSP, HTML and DHTML
• Developed XSL templates and XSL schemas to generate the view part of MVC architecture
• Used Struts framework as controller part and developed business logics in model part
• Involved in the debugging of the applications
• Involved in the development of the presentation tier using JSP, HTML, CSS, XML, XSL, JavaScript and Servlets for login, find Subscriptions modules
• Implemented AJAX and Java Script for client side validations