SUMMARY

• A Qualified IT Professional with over 7 years of experience in various IT implementation frameworks.
• Over 3+ years of experience in ITSM frameworks Service Now Development and Administration
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• 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, Content management system(CMS), Reporting, Integration with Web Services
• Expertise on creation of workflows for Service Catalog items in Service-Now. Created web applications
• Proficient in manual and automated testing of applications, good knowledge of QA Methodologies and Practices and proficient in finding Defects & test summary reporting.
• Worked on Common Request System, Problem Tracking, Time Tracking System, Remedy application projects.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Expert on Service Now Discovery module, comfortable deploying discoveries in a multi-datacenter environment. Proven Service Now implementation experience. Multi-domain/service provider model experience within a SNOW platform.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Create, monitor, modify, and publish service catalog workflows with approvals. maintain Single Sign-On integration
• Worked with windows team,networkteam and Asset team in order to check for the data collected through discovery is accurate.
• Create an access control rule (ACL). Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Loads, manipulates and maintains data between Service Now and other systems.
• Familiar with Service Now Content Management System (CMS)
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Good working knowledge of the technologies web applications,networks, protocols and email (SMTP, POP3).
• Experience in Integrating App Exchange Applications with Eclipse IDE in Sandbox and Production Environments.
• Involved in database designing by creating database objects such as Tables, Views, and Indexes and developed code in the mid-tier server integrating Service Now with other IT systems.
• Experience on LDAP Integrations using SAML2.0
• Implemented of Discovery from scratch, by installing MID Servers on remote desktops.
• Hands-on experience on Governance, Risk and Compliance application (GRC).
• Configure Service-Now tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Well versed in Java and C languages and executed various projects.
• Worked on giving relationships for the Instances in CMDB.
• Good experience inJavascript, Angular JS, HTML, Jelly, XML.
• Plansnetworklayouts and configures systems to user environments and also analyzesnetworktopologiesand traffic and capacity requirements.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

TECHNICAL SKILLS

Programming Skills: J2SE (JDK 1.8), J2EE, C, C++, SQL, HTML5 & CSS

ITSM Tools: Service-Now, ITSM Suite, HP Service Manager, HP Asset Manager

Operating Systems: Windows Server, Windows Client, Android, Mac OS X, Linux & Unix.

Scripting Libraries: Shell scripting, Java scripting.

Databases: MySQL, Derby, PostgreSql & SQLite, Oracle 11g.

Web Technologies: HTML 5, CSS, Web Services, MVC, RESTful, Servlets, JSPs, Spring, EJB, JDBC, Hibernate.

IDE’s: Eclipse, NetBeans, Microsoft Visual studio.

PROFESSIONAL EXPERIENCE

Confidential, Westport, CT

ServiceNow Developer/ Administrator

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various Service Now modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Experience in Email Integration, LDAP integration, external Web Services Integration (both SOAP based and REST based) in Service Now. worked on CMDB from the scratch
• Worked on domain separation.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Hands-on experience on Governance, Risk and Compliance application (GRC).
• Analyzed Risk and defined controls and control test definitions to mitigate risk.
• Successfully implemented GRC by using the advanced features in Istanbul version.
• Experience with successfully building a widely adopted CMDB.
• Successfully customized Asset Management module (Purchase Requisition & Purchase order), Configuration Management database (CMDB) according to client requirements.
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Created database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items Implemented using UI scripts.
• Integration of SFDC with external Web Service API's.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Created transform maps for automatic field mapping.
• Experience with CSS frameworks such asBourbon or Compass.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Implemented the API's to read data from DB and generated an XML file to put it into the task pool.
• As a tester, performed quality assurance testing, User Acceptance testing and Third party integration for ServiceNowplatform.
• Configuration of ITSM process inServiceNow, CMDB, ITAM and domain configuration.
• Manages data with Tables, CMDB, Import Sets, and Update Sets.
• Developed websites using HTML5, CSS3, JavaScript, JQuery Google Maps API, XML and AJAX.
• Experience in Remedy Based Java API/Web Services development &LDAP Integrations.
• Designed Frontend with in object oriented JavaScript framework like Angular.JS, Node.js and Ext.js.
• Involved in designing, creating, reviewing Technical Design Documents.
• Using JavaScript did client side validation.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Integrating Service catalog module with "Netcool" monitoring tool using Web Services and fixing the issues which come up while the tools are getting interacted.

Environment: ServiceNow, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX.

Confidential, Bothell, WA

Service Now Developer/ Administrator

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Working with client and functional requirements within Service Now.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration.
• Experience with Neebula/Service Watch a plus.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Proficient in manual and automated testing of applications, good knowledge of QA Methodologies and Practices and proficient in finding Defects & test summary reporting.
• Worked on Common Request System, Problem Tracking, Time Tracking System, Remedy application projects.
• Integrated Twilio with ServiceNow for Voice Alert Notification using REST API.
• Configure Altars application to bring asset related data into ServiceNow by using SOAP calls and API's.
• Worked on Asset Management and loaded the data into it.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team, in order to check for the data collected through discovery is accurate.
• Written script includes and invoked them in business rules and client scripts
• Imported many CI's using import set tables
• Imported Active Directory to Service now using data sources.
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting.
• Worked on Fuji Version, also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Developed pages using HTML, CSS,JavaScript, Bootstrap and JSON.
• Developed the web applications inJavaand HTML/Javascriptusing Eclipse IDE, Swing, GWT, JPA frameworks.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: Eureka & Fuji, Client Scripting, Business rules, Email Notifications, LDAP Integration, SQL, Web Services, SOAP & REST integrations, XML, HTML, Java Script.

Confidential, Atlanta GA

ServiceNow Admin/ Developer

Responsibilities:

• Designing, configuring and customizing ServiceNowplatform to implement the following modules: Incident Management, Problem Management, Service Request Management Change Management, Asset Management, Service Catalog, Custom reporting.
• Create, monitor, modify, and publish service Catalog workflows with approvals.
• Worked on requirements from ESS portal.
• Created Email notifications during Incident implementation.
• Worked on Database views to create reports across multiple tables.
• Created transform maps both automatic field mapping and scripting.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Defined SLA, OLA and Contract for the customer.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Experience in configuring email notifications in ServiceNow.
• Involved in testing Service - Now form and reports for correct mapping of the objects and data correctness.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Involved in testing reports for correct mapping of the objects and data.
• Implemented Social IT and Chat Application for the end user support.

Environment: Eureka & Fuji, Client Scripting, Business rules, Email Notifications, LDAP Integration, SQL, Web Services, SOAP & REST integrations, XML, HTML, Java Script.

Confidential

Jr. Developer

Responsibilities:

• Involved in designing and developing the application using JSP, JSTL, HTML, CSS and made client validations using JavaScript.
• Extensively used Action, Dispatch Action, Action Forms, Struts Tag libraries, Struts Configuration from Struts.
• Responsible for implementing Use Cases and Design document and coordinating with the development and QA teams.
• Implemented object/relational persistence (Hibernate) for the domain model
• Implemented theWeb servicesand associated business modules integration.
• Worked on generating the web services classes by using RESTful web services.
• Developed and implemented the MVC Architectural Pattern using Struts Framework including JSP, Servlets and Action classes.
• Made use of Data Access Object (DAO) design pattern for designing data access layer.
• Created HBM mapping files and configured them in hibernate CFG file.
• Followed Agile & Scrum Methodology for development of the product
• Involved in writing the Named queries, Criteria queries in Hibernate.
• Involved in fixing the bugs Confidential Development and production levels.
• Involved in Units integration, bug fixing, and User acceptance testing with test cases.
• Configured objects in spring applicationcontext.xml.
• Fixed bugs Confidential development as well as production level.
• Used Log4j for logging.
• Used Spring IOC, AOP for creating beans and transaction management.
• Used SQL and PL/SQL Programming extensively to talk to Oracle database.
• Responsible as CVS administrator and for deploying web application in the Oracle App Server.
• JUnit Frameworks were used for performing unit and integration testing by writing test cases.
• Worked in an agile work environment.

Environment: Windows XP, JDK, Servlets, JSP, Struts, HTML, JDBC, hibernate, Log4j, JUnit, RESTful Web Services, Oracle 10g, Eclipse, Agile development process, Web sphere.