SUMMARY

• Over 7+years of experience in IT with over 4+ years of good experience on Service - Now Development, Maintenance and administration.
• Experience in Service Management and Service Delivery Process. (ITIL Frame Work).
• Good experience in developing workflows and in customizing the applications in Service-Now using Java script, AJAX, HTML and DHTML.
• Extensive experience on technical implementation of various Service-Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management
• Knowledge in Design and development of CMDB (Configuration Management) in Service-Now.
• Develop solutions in the Service-Now platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Configured LDAP Server, for pulling user and group data from Active Directory.
• Expertise in doing CMDB bulk data,load data reconciliation with the help of transform map and transform script.
• Extensive experience of integrating Service-Now with 3rd party tools and implantation of SOAP and REST API.
• Experienced in different custom applications for automating the business processes of customer.
• Configured SAML 2.0 SingleSign-on authentication, OKTA Single Sign-on authentication.
• Experience in application development using various advanced features of Oracle like Bulk Collect, Autonomous Transactions, Dynamic SQL, and Collections.
• Experienced in writing complex PLSQL Procedures or Functions using advanced PL/SQL concepts.
• Proficient working experience in SQL, PL/SQL, Stored Procedures, Functions, Packages, cursor, ref cursor, DB Triggers, table partition, Performance Tuning, SQL*Loader, and Indexes.
• Expertise in developing both Logical Modeling and Physical Data Modeling using Erwin.
• Extensively worked on Business Objects Administration. Uploaded the reports and created users and groups and setting the rights on them using Central Management Console (CMC).
• Provided assistance to clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis.
• Excellent work ethics, self-motivated, quick learner and team oriented.

TECHNICAL SKILLS

ITSM Tools: Service-Now Berlin/Calgary/Dublin/Eureka/Fuji, Manage-Now

Languages: SQL, PL/SQL, XML, Shell Scripting, JavaScript, VBScript

Database: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012 , MySQL 5.0/4.1, MS Access, DB2

Operating Systems: Windows, Unix, Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, Crystal Reports 10, Crystal Enterprise XI, Business Objects, ERwin, MS Office, MS Visio WINSQL,WINSCP

PROFESSIONAL EXPERIENCE

Confidential, Chicago, IL

Service-Now Developer/Admin

Responsibilities:

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current Service-Now system.
• Developed solutions in the service-now platform that are ITIL V3compliant and defined business solutions for ITIL users.
• Designed and implemented new functionality using UI Policies and Data Policy.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Designing the Content Management System for Varian system which involved CSS and service catalog work.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Has been part of end user self-service portal management.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Generating weekly reports and metrics for IT management.
• Configured metrics for indicating KPI of the Industry in different measure.
• Created many standard workflows which are being re-used and propagated.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Maintain the integrity of the service-now tool across production and non-production environments.
• Provide training on service-now process, operations and capability to all required teams.
• Involved in production support for all the Service-Now related issues.
• Integrated Twilio with Service-Now for Voice Alert Notification using REST API.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Integrated Microsoft SCCM with Service-Now for pulling the entire configuration item into Service-Now.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Environment: Service-Now Eureka/Dublin, Windows 11, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX.

Confidential, Englewood, CO

Senior Service-Now Consultant

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured UI Page and UI Macro using the Jelly and JavaScript.
• Managed end user portal and created dynamic, static block for the content management system.
• Implemented best practice of Service-Now Scripting, which enhanced the System performance.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Implemented Service-Now ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
• Preparing Implementation Plan for every release in Service-Now and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in Service-Now.
• Implementation of Software and Change Management, Service-Now Change Management.
• Implementation of changes to improve automation and efficiencies in Service-Now.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Service-Now with other systems and customization.
• Technical implementation of various Service-Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (Service-Now). Configured multilevel approval workflow for the change request.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Managing Service-Now (Change Management) ITILAutomate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Did performance tuning of the Service-Now and also worked on System Diagnosis.
• Integrated Microsoft Translator with Service-Now for translating the different string.

Environment: Service-Now Berlin/Calgary,Windows10, Oracle 11g, WINSCP, SQL*Plus,JavaScript, Unix, Linux.

Confidential - Morristown,NJ

Service-Now/Report 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 which 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.
• Involved in basic SOAP message creation and Web service implementation.
• Implemented Social IT and Chat Application for the end user support.

Environment: Service-Now Berlin, Business Objects XI R2, Oracle 10g, SQL Server 2005, UNIX.

Confidential, Birmingham, MI

Service-Now Developer

Responsibilities:

• Designing the Content Management System for Varian system, which involved CSS.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Good knowledge on Single Sign on and event based integrations.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Worked extensively on Configuration & Asset Management, Change Management and Release Management
• 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
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Analyze problems; create new solutions and new techniques.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Has been part of end user self-service portal management.
• Configured end-to-end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.

Environment: Service-Now Berlin/Calgary, Windows10, Oracle 11g, WINSCP, SQL*Plus, JavaScript, UNIX, Linux.

Confidential

PL/SQL Developer

Responsibilities:

• Developed PL/SQL Packages, Procedures and Functions for Various Extract Process run through UNIX Jobs.
• Coded PL/SQL Packages and Procedures using Bulk Binding, for all Statements, DynamicSQL and Cursor Variables.
• Tuned PL/SQL Packages and Procedure to manipulate large no of data using collections like nested tables and arrays.
• Tuned Large Complex Queries and Improved Performance of PL/SQL procedures.
• Created Schema Objects like Tables, Views, Materialized views, Sequences, Constraints, and Indexes.
• Developed and Deployed Traders Oracle REPORTS in Oracle Application Server 9i.
• Generated Oracle FORMS and REPORTS using Designer 6i.
• Designed and Developed Reports using Oracle Discoverer 9i.
• Improved Performance of Discoverer Reports using Materialized views.
• Developed UNIX Shell Scripts for Autonomous Jobs.
• Experience in developing logical and physical database design, data modeling using Erwin.
• Provided Productions supports and ongoing user supports for the application.
• Designed Development Documentation and Support Documentations.

Environment: Oracle10g, Oracle FORMS/REPORTS (10g), Designer10g, TOAD, Oracle Application Server 9i and UNIX.