SUMMARY

• A Servicenow Implementation Specialist in with 6+ years of work experience in teh IT industry providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in teh ITSM suite .
• Experienced in all phases of SDLC including Analysis, Design, Coding and Testing
• Developed solutions using JavaScript, Ajax, Web Services, SOAP and other web technologies to integrate Servicenow with internal/ external systems and tools.
• Develop and present Servicenow training material for classroom and web - based training across teh organization.
• Moderate and maintain an internal forum for Servicenow queries and discussions.
• Leverage knowledge and experience to deliver end-to-end solutions for clients, which include architecting technical implementations of IT and business processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating teh efforts of one or more teams.
• Provide on-going technical assistance and software configuration/ customization to include screen tailoring, workflow administration, report set-up, dashboards, and data imports.
• Active role in developing test plan for Functional, System, Integration, User Acceptance testing.
• Expertise in defining Testing Methodologies, Designing Test Plans and Test Cases, Verifying and Validating web based e-commerce, Fiserv applications and Documentation based on standards for Software Development and TEMPeffective QA implementation in all phases of SDLC
• Experience in Black box Testing, System Integration Testing, Regression Testing, Smoke Testing, Incremental Testing, Sanity Testing, and Performance Testing.
• Lightweight Directory Access Protocol (LDAP) Integration.
• Experience in application development usingJ2EEtechnologies like Servlets, JSP, JDBC
• Proficient with Web Page Development using HTML, DHTML, XML, XSLT, CSS, JSP, JSF, JavaScript and jQuery.
• Working experience with relational databases like Oracle, MS SQL Server and MySQL.
• Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.
• Experience in diagnosing performance degradation.
• Good at ITIL process and Worked on Incident, Change and Problem Management.

TECHNICAL SKILLS

Primary Skills: ITIL, ITSM and Servicenow

Technologies: JavaScript, Web Services, SOAP, XML, HTML, CSS

DBMS: SQL Server, Oracle, My SQL

Operating Systems: Windows family, Solaris, Red Hat Linux

Tools: Servicenow Releases - Fall 2010, Winter 2011, June 2011, Aspen, Berlin, Eureka, SiteScope, BMC Remedy, Wily Introscope, BMC Patrol Service Manager, Operations Manager, Release Control

Middleware: Apache Tomcat, JBoss, Websphere, Weblogic

Test Automation Tools: QTP 9.x/10.0, Win Runner 6.x/ 7.x, Load Runner 9.x.

Test Management Tools: Test Director, Quality Center 9.2/10.0, SOAP UI Pro

Bug Tracking Tools: Quality Center 10.0, JIRA, Test Director 7.0, Rational Clear Quest, Product Studio

PROFESSIONAL EXPERIENCE

Confidential, Minneapolis, MN

Servicenow Developer/Admin

Responsibilities:

• Attended Review Meetings and Project Meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog/Incident/Service Level Management Implementation
• Collaborated on development efforts with Fruition Corp. Team during teh Implementation of ServiceNow
• Created custom Tables(Intake/HR Case /Finance Case)
• Follow protocols in compliance with company specific Project Management Life Cycle (PMLC) and Software Development Life Cycle (SDLC).
• Involved in various phases of SDLC such as Requirements Gathering, Analysis, Testing and Defect Tracking
• Responsible for teh overall management and data governance of Service Now supporting teh ITIL
• process to configure changes and updating records from teh Configuration Module, Incident, Change,
• Data Administration, Report, Data Quality, CMDB, Service, Knowledge Base, Catalog and User Administration modules.
• Gathering and analyzing requirements to submitted enhancements requests to improve incident ticketing system through automation and improve SLA of tickets completion.
• Created custom reports through teh report module in Service Now.
• Developed teh Security Access controls to maintain teh organization accountability.
• Developed Business Solutions using AJAX and Business Scripts and Workflow Automation.
• Worked on complex, Medium Workflows including teh SOAP calls and inbuilt Libraries.
• Integration with Workday for populating User profile data.
• Creation of new Business Services.
• Routing rules based on services.
• Created new catalog items & tasks for IT/Finance Case.
• Involved in UAT/Smoke Test.
• Involved indesign of ServiceNow foundation set-up, ESS form layout design and application integrations.
• Created custom Notifications/Relationships.
• Created functionality based on user profile.
• Created new Business Rules/Script Includes/Client catalog script/client Script.
• Created new Workflows based on Maintain Items
• UsedSalesForceCMT test module to organize and manage Defect fixes and Enhancement.
• Performed integration of web service from SalesForce to Servicenow

Environment: ServiceNow, SalesForce, MS Project, MS PowerPoint, SharePoint, Workday, Java, web services, SOAP

Confidential, San Jose, CA

Servicenow Developer/Admin

Responsibilities:

• Managed User Administration in ServiceNow providing teh required levels of Access for teh customized solutions.
• In-depth knowledge of teh technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Good domain knowledge of CMDB and asset management.
• Supported teh team responsible for teh implementation and administration of teh ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Documented all implementations and best practices defined within team.
• Part of teh technical discussions with BAs and business users to help capture teh required information as part of teh defined service catalog templates. Additionally document teh technical design specifications.
• Cross-train immediate peers to ensure TEMPeffective knowledge transfer and efficient team work.
• Research system and scripts to determine causes of failure or degraded operational performance; identify system deficiencies and recommend solutions in order to improve functionality and optimize performance.
• Test and design workflows for Service Request; Review, perform gap analysis and switch over current delivery plans to workflows, wherever possible.
• SOAP Messages, Scripted Web Services and teh data loads using teh transform maps including teh major integrations with 3rd party tools.
• Defined best practices and standards for coding, migration, and schedules.
• Involved in teh L2 production support in addition to teh developer role in SRM.
• Support teh release cycles including teh packaging and migration of teh update sets.
• An integral member of teh defect management process for teh efficient and defect free release cycles.
• Worked on teh migration of teh pre-Aspen releases to Aspen and Berlin.

Environment:

• Tools: Service now, Client Proprietary Tools and applications
• Coding Skills: Java Script, Ajax, Jelly, XML, WebServices, SOAP

Confidential

JavaDeveloper

Responsibilities:

• Involved in Analysis, Design, Development, UAT and Production phases of teh application.
• Worked closely with Middle office personnel to translate written and verbal business requirements into technical and programming specifications.
• Developed teh entire selection web application based on Spring MVC framework.
• Used Restful web services for UI interactions.
• Used Spring-Hibernate template for database access and implementing persistence mechanism for teh application.
• Used Business Delegate, Singleton, Front Controller, Factory and DAO design patterns.
• Used Ajax, JSON to dynamically get teh data in teh background, and refresh only teh required screen layout for teh trading application.
• Implemented logger for debugging using Log4j & Used MAVEN to build and package teh application.
• Developed JUNIT test cases & suites to perform unit level testing.
• Supported teh auditing of releases and implemented teh capability to revert back to any previous release.
• Involved in deploying and unit testing of teh application in Windows and Linux environments.

Environment: JDK 1.5, JDK1.6,Java,J2EE, JDBC, Servlets, JSP, Spring, Hibernate, JDBC, JNDI, JMS, JavaScript, AJAX, JSON, Web Services, HTML, DHTML, CSS, Apache Tomcat, Eclipse3.0, Oracle 10g SQL server, SQL Developer, CVS, Windows NT, UNIX

Confidential

QA Tester

Responsibilities:

• Wrote test plans, which detailed teh testing scope, strategy, test requirements, and necessary resources.
• Wrote and documented test cases based on corresponding business /user requirements documents & technical specification and other operating conditions.
• Attending meetings, and documented User Change requests.
• Analyzed user change requirements, and made necessary amendments to teh test requirements.
• Performed Regression testing for GIS module Web based.
• Tested teh whole program as well as specialized in several input applications.
• Conducted Black Box Testing for teh Application.
• Created reports that included general overview, open bugs, new bugs, and enhancement requests. Entered new bugs and maintained teh current status of those bugs.
• Extensively used SQL for backend testing.

Environment: Manual Testing, Windows NT, Oracle, Java, JDBC, Servlets, HTML, JavaScript