SUMMARY

• Overall 5+ years of professional experience in IT industry with 4+ years of experience as a Service - Now developer and administrator.
• Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Experience in configuring and customizing all aspects of Service-now like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Experience with complex integrations within the ITSM environment such as ServiceNow - Web service integration with third party applications
• Experience in enhancing the Service-Now functionality by customized Java Script code to support the new business needs.
• Worked on REST API as a third-party application for Integration.
• Experience in working with Email notifications.
• Responsible in creating and maintaining report, generating reports, and email notifications.
• Hands on experience on Service mapping, Service watch.
• Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JQUERY, JSON, AJAX, Kendo UI, Require JS, Cordova JS, Bootstrap and XML.
• Manages the delivery of ServiceNow (SNOW) as a project manager with the service integration team
• Created complex transform scripts in transforming the data into the SNOW database.
• Hands on experience developing CMS in Service Now
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Strong skill set in the Service Now suite development including SOAP/RESTFUL integration, Discovery, Workflow, and CMDB.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding official V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Functional knowledge and implementation experience of ITSM frameworks.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Hands on experience in web development using HTML, JavaScript, Jelly and CSS.
• Strong customer service and excellent verbal/written communication

TECHNICAL SKILLS

ITIL: ITSM, Service Now, JavaScript, HTML, CSS.

Languages: C, C++, Java, J2EE, HTML, XML, JavaScript, SQL

Databases: Oracle 7.x/8.x/9x/10g/11g, SQL Server 2000/2005, MySQL 5.0/4.1

Application Servers: IIS 5.0, Apache, Tomcat, WebLogic

Operating Systems: Windows 7, Windows 2008/XP, UNIX

J2EE: JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS

PROFESSIONAL EXPERIENCE

Confidential, San Diego

ServiceNow Developer/Administration

Responsibilities:

• Worked on SericeNow Modules Configuring Incident, Problem, Change, Configuration .
• Upgrading ServiceNow.
• Requirements gathering and Analysis for new enhancements Configuring Content Management System for better UI experience of Employee Self Service Portal.
• Configuration of Email Notification and Alerts to notify the team about the contract end dates and budget reconciliation
• Involved in writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every
• Maintenance/Major release in ServiceNow.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Extensively involved in development of moderately complex ServiceNow applications and reports.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy
• Experience in Content Management System (CMS) in ServiceNow.
• Implementing various infrastructure and application catalog services for AXIS Capital.
• Worked on Business service mapping and Service Watch.
• Setting up LDAP Server and integrate with Service Now Co-ordinate in integration of ServiceNow with Remedy
• Co-ordinate in integration of ServiceNow with ServiceNxt for Reporting Troubleshooting and Resolving all the issues post development and post production
• Responsible in creating and maintaining report, generating reports, and email notifications.
• Hands on experience in creating transform maps for importing CMDB data.
• Configuration and customization of Helpdesk, Change/Incident/Problem/Asset Management Modules including, Dictionary Overrides, UI Policies and UI Actions based on user requirements
• Delivering Project documentation as per client standards Performing System, Integration and Unit testing of all the customization
• Moving changes from Dev to QA, QA to UAT and from UAT to PROD using Update Sets

Confidential

ServiceNow Developer

Responsibilities:

• Configure and customize service now Service Catalog etc., to manage various Infrastructure Services in the organization.
• Customized the user interface of Incident, Problem Management and Change Management Applications of Service Now using UI Policies and Client Scripts
• Wrote multiple Business rules and UI Action scripts to meet Business needs
• Responsible for Bug Fixes and new Enhancement for already implemented applications like Service Catalog and Service Level Management
• Configure UI based on customer's requirement.Configure UI Policies, UI Actions, and Field Styles for form designing.
• Worked on Client Scripts,Script Includesand adheres to the best practices.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Understanding of discovery results and logs, which also includes troubleshooting of them. Involved in normalization of Business service names.
• Configuring event based notification and tables based notifications and formatting HTML messages
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Integrated Service-Now with a third party
• Create requirements definitions and technical specifications documentation related to all the requirements implemented.
• Conduct Show and Tell with customers before deploying to Production environment.
• Responsible in managing the import sets, update sets, transform maps and moving the update sets to production.
• Debugging the platform upgrade issues and recurring issues.

Confidential, Charlotte, NC

ServiceNow Developer/Admin

Responsibilities:

• Discussing the business requirements with clients and documenting them into process requests.
• As ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with Knowledge of Content management
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Responsible for the Service Nowtool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules
• Created many scripts which includes, Business rules (server side code) and also modified OOB
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Good knowledge on Single Sign on and event based integrations.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Created complex transform scripts in transforming the data into the SNOW database.
• Created generalized framework for repeating problems and incidents.
• Design and Implementation of service requests through service catalogue in service now.
• Analyzed problems and create new solutions and new techniques.
• Developed SLA and reporting.
• Defining the process for each service request.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.
• Check the change management document and verify the changes.
• Assist in Release Management during product and patch releases.
• Provided training sessions on ticketing tools, reporting and data entry.
• Followed up with clients and customers on process requests, special requirements.

Environment: Service Now, JavaScript, HTML 5, Windows7

Confidential

Java/Web Developer

Responsibilities:

• Work on Hibernate for mapping Java classes with database and using Hibernate query language
• Familiarized in the various aspects of Agile Methodologies such as Scrum and estimating various tasks.
• Used various design patterns such as factory, singleton, session façade, DAO and DTO, Service Locator, Transaction management
• Involved in developing Web Services using SOAP for sending and getting data from external interface
• Involved in requirement gathering, requirement analysis, defining scope, and design
• Worked with various J2EE components like Servlets, JSPs, EJBs, JNDI, JDBC using, Web Logic Application server
• Involved in developing and coding the interfaces and classes required for the application and created appropriate relationships between the system classes and the interfaces provided
• Assisting project managers with drafting use case scenarios during the planning stages.
• Developing the Use Cases, Class Diagrams and Sequence Diagrams using Rational Rose
• Used Java Script for client side Validation
• Used HTML, AWT with Java Applets to create web pages
• Deployed servlets and JSP pages using Apache Tomcat server

Environment: Java, J2EE, JDBC, HTML, CSS, JavaScript, AWT, Servlets, JSP, JDBC, Oracle, JSON, Apache Tomcat, Jbuilder, Web Logic