SUMMARY

• Overall 8+ Years of Information Technology experience in Software Design, Development, Analysis, Testing and Implementation in ServiceNow platform as both Developer and Administrator.
• About 4+ years of hands on experience in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now).
• End-to-End Development and Customization of Incident/ Confidential and Change management applications per ITIL and INVESCO’s processes and policies.
• A ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing JavaScript and configuring Workflows to implement additional features, customizations and enable the process flow.
• Post roll out production Support. Experience of handling Bug Fixes and Enhancement requests.
• Experience in configuring the Incident Management, Confidential Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.
• Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer module Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.
• Experience in designing User Interface (UI) applications and professional web applications using HTML 4.0/5, XHTML, CSS2/CSS3, JAVASCRIPT, JQUERY, AJAX, JSON AND XML
• Good knowledge of latest version of object oriented JavaScript Libraries like Angular.js, Node.JS, Bootstrap, ExtJS 4.0, Require, Handelbars, and Dojo toolkit.
• Working experience on CSS Background, CSS Positioning, CSS Text, CSS Border, CSS Margin, CSS Padding, CSS Table, Pseudo Classes, Pseudo Elements and CSS Behaviors in CSS.
• Experience in Fixing CSS Cross Browsing Compatibility issue and web application scaling.
• Extensive experience on implementing the AJAX features using JavaScript and jQuery.
• Proficient in developing web page quickly and effectively using, HTML 5, CSS3, JavaScript and JQuery.
• Experience of Web 2.0, JavaScript, JQuery, W3C Standards and working with Responsive Web Design concepts.
• Experience in using various IDE’s, Dreamweaver, Notepad++, Eclipse and Aptana 3.0.
• Worked with version control system like GIT and GITHUB.
• Adaptive to team environment and also has the capability of completing complex tasks independently.
• Capable of learning quickly and delivering solutions as an individual and as part of a team. Self-motivated Team player with excellent interpersonal and communication skills.
• Experience interfacing with stakeholders, System Analysts, Senior Management with excellent communication and interpersonal skills.

TECHNICAL SKILLS

Specialties: ServiceNow, Oracle Apps

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX

Scripting Languages: JavaScript, Jelly Script

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: TOAD, SQL*Plus10g/9i

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: UNIX, Linux and Win9x/NT/2K/XP

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint)

PROFESSIONAL EXPERIENCE

Confidential, Richardson, TX

ServiceNow Developer

RESPONSIBILITIES:

• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Customized UI Appearance for Confidential and Change Management Application which is simple, intuitive and easy to use.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Have hands on Experience on Integrating Servicenow with third party tools and Domain separations for the external users to raise incidents in SNOW.
• Involved in development of requirement integration components (SSO, LDAP, SOAP)
• Created 45 scripted web services which are used in setting up a robust process for integrating Service-Now with a Procurement Tool. Also has an in-depth knowledge about Direct Web Service API of Service now, SOAP and WSDL.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Good knowledge on Single Sign on and event based integrations.
• Had good knowledge working on LAN Password Reset and Integrating with other Servers using Orchestration
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Confidential requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Created reports, workflows, data imports for Incident, Confidential, Service Request, and Change Service Now modules.
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Experience in developing Applications, Web Sites using PHP.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Confidential Management, Performing Quality Assurance Testing and User Acceptance Testing.
• Responsible for preparing design level, Program-level and user-level documentation.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• As a member of Release Engineering group, redefined processes and implemented tools for software builds, patch creation, source control, and release tracking and reporting.
• From my previous work experience on TFS led me to work closely with TFS team in automating the Continuous Integration builds, nightly builds, deployments and unit tests across multiple different environments (DEV, QA, Training, Production) each constituting different types of servers (DB, App, Web) and different number of servers of each type (for load balancing and such) using TFS Build, PowerShell, XML and MS Build, MS Deploy.
• Provided Build Scripts for Database Projects to Deploy DB and populate Test data in DB for various environments
• Create and maintain OS install automation as well as application installation automation using both packagedtools as well as various Windows scripting languages (Power Shell)
• Worked closely with QA Teams, Business Teams, and DBA team and Product Operations teams to identifyQA and UAT cycles release schedule to non-prod and prod environments.

Environment: Service Now, Asset Management, Incident ManagementManagement, Fire eye, HTML, Java script, CSS, CMDB. TFS Build, PowerShell, XML and MS Build, MS Deploy

Confidential, Hopkinton, MA

ServiceNow Developer

RESPONSIBILITIES:

• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Customized UI Appearance for Confidential and Change Management Application which is simple, intuitive and easy to use,
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Confidential requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Created reports, workflows, data imports for Incident, Confidential, Service Request, and Change Service Now modules
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Users are populated into the system using LDAP integration and worked closely with ServiceNow team and Infrastructure team to facilitate this integration.
• Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Confidential Management
• Performing quality assurance testing and user acceptance testing.
• Responsible for preparing design level, program-level and user-level documentation.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Confidential, Irving, Texas

ServiceNow Administrator/ Developer

Responsibilities:

• Worked on Orchestration to automate the top and frequently used service requests
• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Involved in providing production support for Service Catalog, Incident, Confidential, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Developed and managed tests application code, user interface and third-party integration components using prescribed application development guidelines.
• Working experience with TFS team in Upgradation of TFS and also involved in performing the administration Windows 2003/2008 R. Packaging and deploying of .Net applications (C# and ASP.net)
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC
• Responsible for the development of Business Context diagram along with the SME for the Integration project using Microsoft Visio.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities. Involved with working in an agile development environment.
• Responsible for Berlin Up gradation in ServiceNow and also involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Responsible for mentoring peers and junior curriculum developers in Service Now platform.

Environment: ServiceNow Eureka/Dublin, Windows 11, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX

Confidential, Los Angeles, CA

ServiceNow Developer

RESPONSIBILITIES:

• Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created reports, workflows, data imports for Incident, Confidential, Service Request, and Change Service Now modules.
• Worked with team as junior developer to understand OKTA integrated configurations SSO using SAML 2.0 version project environment.
• Responsible for gathering requirements and customizing for CTI integration for organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Designing, configuring and customizing new applications and modules.
• Assisting in troubleshooting patch / release management issues.
• Build reports, gauges, and home pages.
• Experience writing server side script using PHP.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Use Business Analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Experience from training on TFS Admin gave me chance to work close with TFS team and been responsible for the physical security of the Configuration Items, maintaining change requests and tracking defects using CM tools.
• Utilize TFS reports focusing on build quality and other code quality metrics, as the quality of builds, codechurn, defect rates, etc.
• Customized TFS Build.proj build file for various projects.
• Automated JAVA builds using TFS by installing Team Foundation Build Extensions.
• Synchronize bugs between QC and TFS to enhance traceability and allow code changes to be associateddirectly with the specific defects they resolve
• Include all work item types in TFS, including requirements (functional, features, and scenarios), tasks, bugs, test cases and change requests.
• Maintenance and configuration of ClearCase and ClearQuest tools (like TFS & Rational Team Concert) in application development including the Build and Release Management, where in the check-out & check-in model is been implemented for the build process.
• Motivating team members and other CM users including Developers, Testing Team, and Quality Analysts for enhancements in the product Release.
• Upgradation of management tools to Rational tools was been an interesting task that innovated new technology skills and also working in Java atmosphere was an asset

Environment: ServiceNow, Script, PHP, Toad, SQL, SQL, UNIX. Tools & Platform: Rational Clear Case, TFS, Rational Clear Quest, UCM, SQL, UNIX, Shell, Install Anywhere, Perl, Windows NT server, J2EE Global web services, Rational Team Concert and WebSphere.

Confidential, Deerfield, IL

UI-Developer

RESPONSIBILITIES:

• Developed all the UI pages using HTML, XUL, DHTML, XHTML, DOM, CSS, JSON, JavaScript, jQuery, Ajax
• Integrated the Java code (API) in JSP Pages
• Used jQuery core library functions for the logical implementation part Confidential client side for all the applications
• Involved in Writing jQuery based Ajax Requests using jQuery.ajax(options) and jQuery.post(options) and jQuery.get(options)
• Used jQuery to traverse through a DOM tree and manipulated the nodes in the tree. Implemented the Drag and Drop functionality using jQuery framework.
• Used jQuery plugins for Drag-and-Drop, Widgets, Menus, User Interface and Forms.
• Designed file format previews (Pdf, Excel and Print) for all the reports in the application using HTML, JavaScript and SQL Stored Procedure.
• Responsible for setting up Angular JS framework for UI development. Developed html views with HTML 5, CSS 3, JQuery, JSON, and AngularJS.
• Debug the application using Firebug to traverse the documents and manipulated the Nodes using DOM and DOM Functions.
• Involved in developing HTML and JavaScript for client side presentation and, data validation on the client side with in the forms.
• Contact with different customer for their requirements and Modified code as the customer needs.
• Involved in writing and modifying Procedure, Queries, Views and Triggers and calling them from JavaScript using the Tempnet Framework.
• Worked in Onsite - Offshore model.
• Written SQL Queries to interact with Oracle database.
• Successfully executed all the test cases and fixed any bugs/issues identified during the test cycles.

Environment: HTML5, CSS, JavaScript, JQuery, Dreamweaver CS5, AJAX, JSON, AngularJS, Eclipse.

Confidential, Schaumburg, IL

UI Developer

RESPONSIBILITIES:

• Created requirement analysis, design, coding, and tested using JUnit of the project (profile Builder) using, JavaScript, Servlet, HTML, CSS, JSP, XML. Eclipse IDE, and SQL implemented SVN.
• Wrote application level code to perform client side validation using JQUERY and JavaScript.
• Implemented MVC Architecture, enabling multiple developers to work on separate modules simultaneously, reducing effort time for the project.
• Involved in writing application level code to interact with APIs, Web Services using AJAX, JSON and XML.
• Designed and developed intranet web applications using JavaScript and CSS.
• Interacted with java controllers (JQUERY, Ajax, and JSON to write/read data from back end systems).
• Using advanced level of JQUERY, AJAX, JavaScript, CSS and pure CSS layouts.
• Wrote JQUERY function while implementing various UI Screens across the whole web application (both consumer facing as well as internal application).
• Used SVN for version control and QC for defect tracking.
• Maintain, enhance, and recommend solutions that best suit business and technology needs from UI standpoint.
• Define technical requirements based upon business requirements.
• Creating cross-browser compatible and standards-compliant CSS-based page layouts.
• Strong communication, analytical and interpersonal skills working within cross-functional teams.
• Worked on cross browser compatibility issues and fix the bugs pertaining to various browsers.

Environment: HTML 4.x, CSS2.x, JavaScript, JQUERY, AJAX, JSON, XML, SVN.Q.

Confidential

UI-Developer

RESPONSIBILITIES:

• Worked with clients to develop layout, color scheme for their website and implemented it into a final interface design with the HTML/CSS and JavaScript.
• Created web pages according to client's guidelines and standards throughout the development and maintenance of the website using HTML, XHTML, CSS and JavaScript.
• Established standards and best practices for coding and design.
• Extensively used CSS to change the styles to be used in future web layouts and debugging the errors issues with CSS.
• Used various adobe tools to improve quality of images.
• Designed web pages using XHTML and CSS/CSS3.
• Implemented functionality in JavaScript.
• Tested application on Internet Explorer 6.0 and above, Firefox, Opera and Google Chrome to achieve Cross Browser Compatible Issues.
• Converted Photoshop documents to table-less semantic XHTML, CSS.
• Performed Validations of XHTML and CSS (using Firebug, HTML Tidy, W3C validator).

Environment: HTML, DHTML, CSS, AJAX, JavaScript, JQuery, SVN, Eclipse.