SUMMARY

• Eight Years of extensive IT experience in all the SDLC phases including requirement analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications and on IT Infrastructure Library using Service Now platforms in Health Care, Financial and Banking related applications.
• Four years of experience as a Service Now Administrator/Developer in Designing, Configuring, Administering, Scripting, Customization, Deployment and Integration of the Service Now ITSM platform.
• Development and production support experience adhering with SDLC processes like Waterfall, Agile, and Test Driven Development.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks. Leveraging knowledge and experience to deliver end - to-end methodologies within ServiceNow, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Strong understanding of ITIL/ITSM V3 processes.
• Worked in Installation and Configuration of different modules of ServiceNow.
• Experience in Implementation of Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Excellent experience in both inboundand outbound webservices (SOAP and REST).
• Very good experience in Creating Workflows (Schedule Workflow), Applying Business Rulesand UI (Themes, StyleSheets, Layouts, Frames, Configuration Page).
• Experience installing, configuration and administration of CMDB.
• Experience in manipulating, loading and maintaining data between ServiceNow and other systems.
• Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Integrated ServiceNow with a third party product to store all the credentials to maintain security of the credentials.
• Enhanced the existing LDAP integration and modified business rules.
• Experience in Content Management System (CMS) in ServiceNow.
• Experience in creating Knowledge articles, mentored and trained business users & Helpdesk users on ServiceNow platform.
• Participated in Workshops with ServiceNow partner teams to help companies implement ServiceNow using best practices in ITSM.
• Having Production Support experience as first line support & second line support in resolving defects, tickets and change requests raised on various applications online and batch.
• Strong experience in Business Process Investigation, determination and maintaining of Requirements, production of Release Scope Documentation, Business process Improvement.
• Proficient in using AGILE methodologies and expertise in organizing Daily Scrum Sessions, Sprint Planning Meetings and Sprint Review Meetings.
• Proficient in BPMN, Use Cases, UML modeling and business process flows.
• A Service Now expert 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 and Portfolio Management.
• Experience with data analysis and data mapping.
• Strong experience in generating and understanding the business process and Functionality Requirements and to translate them to system requirement specifications. Developing functional specifications for Business process refinement and automation, data modeling, system architecture, conducting feasibility studies and scope.
• Experienced with MS Office (Word, Visio, PowerPoint, Outlook) and SharePoint
• Strong experience in providing training to the business users, stake holders and senior level manages. Strong experience working as a team lead and team player.

TECHNICAL SKILLS

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

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

Scripting Languages: JavaScript, HTML,XML

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

Databases: Oracle 10g, MySQL, SQL, DB2

Database Tools: SQL Client, SQL Developer

Web/Application Servers: Apache Tomcat

Platform: Windows, Linux

IDE: Eclipse, Net Beans

Technologies: JSP, Servlet, JDBC

Scripting: JavaScript

Primary Skill: Service Now(ITSM)Development& Implementation

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

ServiceNow Developer/Administrator

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.
• Gathered requirements from users for attributes needed to develop Service Catalog items.
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Involving in discussion with other technical areas to meet the business and technical requirements for ServiceNow, SMTP Admin, IBM Data power, Web service Owners and DBA to build integration to external and internal systems, currently using SMTP (EMAIL), MID Server and Web Service (Construction, integration testing, and other technical functions related to the White Label tool).
• Involved in creating Technical Design Documentation for Migration from existing technologies to ServiceNow.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Created Web services based on requirement to receive incident and problem tickets from external systems.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.
• Enhanced the existing LDAP integration and modified business rules.
• Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Created various front end forms.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions, UI Policies, UI Actions.
• Created Update Sets to migrate customizations from one instance to another instance.
• Created Email Templates and Email Notifications.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the 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.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Created various SLA’s as per client requirement with the Incident Management applications.

Environment: ServiceNow,Windows10, Oracle 11g, SQL*Plus, JavaScript, UNIX, Java Script, JSON, jQuery, Web services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM.

Confidential - San Antonio, TX

Service Now Developer/Administrator

Responsibilities:

• Gathering the requirements from the Business Team and creation
• Creation of technical, functional specification documents as per the requirements
• Creation of Applications, Modules, tables, Columns as per the requirement specification in Service Now
• Configuring the SLAs for various ITIL processes in Service Now
• Customizing the forms and form design for the ITIL processes used across the firm
• Creation of update sets, export the update sets, retrieve the update sets,
• Migration of changes from one instance to other using update sets
• Involved in Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge
• Worked on loading the data into Service Now using import sets
• Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements
• Worked on importing the Configuration Items(CI) from third party applications using import set tables
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Creating the workflows in Service Now as per the requirements from business team and functional specifications
• Writing the Catalog client scripts and UI policies to make client side changes.
• Creating Knowledge articles to document the steps in creating the catalog items

Environment: ServiceNow, XML, SQL, CMS, HTML, JavaScript, Windows 7, Oracle 10g

Confidential, NJ

Service Now Developer/Admin

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents
• Implementation of different modules of Service Now as per client's requirement and process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs.
• Customizations in Service Now forms as per client's requirement.
• Configure new nodes to be monitored by HPOM by installing operations agents and configuring measurement threshold policies, log file policies, scheduled task policies etc as per requirement.
• End to end troubleshooting of Management servers (MLMs and MOM) and the HPOM agents.
• Involved in redesigning the workflows using Service Now workflow editor
• Worked on migration between various Service Now environments using Update Sets
• Worked on loading the data into Service Now using import sets
• Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in Service Now
• Involved in creating and configuring the SLAs as per the requirement
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
• Configure and add new business critical application in BAC/BSM by recording scripts in different protocols using VuGen (Virtual User Generator) tool.
• Configure rules for auto incident creation via RemedySPI as per various client team requirements
• Troubleshooting HPOV and SCOM agent related issues.
• Integration of Service Now with Oracle SOA Webservices, Dynatrace
• Involved in LDAP integration with Service Now for obtaining users and groups
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Involved in reconciliation of complicated workflows to simpler form.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating 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 using the UI Scripts
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Applying patches on regular basis for the Tools when released by HP and Service Now.
• Configure and setup BPM machines, add them in BAC/BSM for application monitoring
• Generate SLA reports based on performance/availability of various monitored applications.
• Configure rules, monitors and management packs in SCOM.
• Configure custom monitoring using scripts - NAS Path Files monitoring and Windows login Scripts Monitoring

Environment: Service Now, JavaScript, HTML 5, and Windows 7.

Confidential, Richardson, Texas

Administrator/Developer

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• 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.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Designed, developed, and maintained the report portal that provides user access to scheduled reports and report parameters.
• Provided user training, guidance and instructions for information retrieval from Oracle databases.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the Service-Now and report related issues.
• Implemented Social IT and Chat Application for the end user support.

Environment: Service Now Dublin, Oracle 10g, SQL Server 2005, UNIX

Confidential

Software Development Engineer

Responsibilities:

• Developed Enterprise JavaBeans (EJB) to ease the implementation and deployment of the application components.
• Developed UI with Servlets and HTML, JSP.
• Used JavaScript for form validations and field level validations.
• Involved in coding Java, JDBC and Servlets interact with client and database.
• Involved in writing procedures, complex queries using PL/SQL to extract data from database and to delete the data and to read the data from Oracle database.
• Performed Unit Testing using JUnit for the modified codes.
• Involved in client interaction as well as client demonstration.

Environment: Java, EJB, JDBC, Servlets, JSP, Eclipse IDE, HTML, XML, JavaScript, BEA Web Logic, Oracle, Internet Explorer, Windows.