SUMMARY

• A Competitive IT Professional with around 7 years of IT experience in ITSM/ITIL with working Knowledge on various IT Services and Web Development.
• Certified professional with 4+ years of experience in ServiceNow suite as Developer/Administrator in delivering medium to large - scale implementations.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with Customers and Clients
• Strong hands-on experience and intense knowledge of ITIL processes in ServiceNow such as Change management, Incident management, Problem Management, SLA/OLA configuration, Service Request Management, and Service Catalog maintenance, Asset Management, ServiceNow Administration, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Experience on Implementation of Scoped Application (Human Resources/HRSM) in ServiceNow
• Experience with SOAP/REST integration, Web services, Workflow and CMDB.
• Good Knowledge in using Glide Form Scripting for creating UI Actions and Business rules.
• Expertise in developing, debugging and optimizing performance of Client scripts and UI polices
• Experience in designing, creating, monitoring, modifying, and publishing service catalog workflows with approvals.
• Good Knowledge of CMDB and Asset Management Services: Business Services and Configuration Item relationships
• Excellent experience in designing and developing Service Catalog, Catalog items
• Experience in designing and developing record producers
• Experience in managing roles, users and groups in ServiceNow
• Hands-on experience in Client and Server side Scripting
• Excellent knowledge and experience in Configuring Email Notifications and Scripting Inbound Email actions
• Involvement in Release management activities like, creating implementation plans, migrating update sets, managing release end to end schedule Clones across non-prod instances
• Hands on experience in web development using HTML, JavaScript, CSS, AngularJS and application development using Java / J2EE, JSP.
• Experience in developing Service Portal by customizing Pages, Widgets
• Experience in configuring UI Macros, Formatters using Jelly script
• Experience with various Project and Portfolio Management(PPM) modules using tools like Clarity.
• Knowledge on Performance Analytics and experience on designing different type of dashboards and indicators to customize statistics of operations
• Experience in configuration of Import Sets, Transform map and Data Sources
• Experience in generating various type of reports in ServiceNow
• Experience on working in ServiceNow versions Fuji, Geneva, Istanbul and Jakarta.
• Experience in working on code troubleshooting on upgrading to new versions of ServiceNow
• Knowledge of Single Sign-On and LDAP integration
• Hands-on Experience on Customizing ITSM, Incident, Problem Management and Change Management modules based on user requirements
• Good understanding of Remedy Mid-tier system, Web Services, Crystal Report
• Working Experience on XML imports and exports in ServiceNow
• Working with customers, internal IT and infrastructure teams, third party data providers etc throughout the service restoration process.
• Efficient in working closely with Development, QA, Product and Business owner teams to ensure high quality and timely delivery of builds and releases across multiple platforms and environments.
• A detail oriented self-starter and a team player who can produce quality work on time in a fast-paced, deadline-driven environment and capable of managing multiple projects simultaneously

TECHNICAL SKILLS

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

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

ITIL: ITSM, ITIL, ServiceNow, CMS, SCR, SAML and LDAP

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

PROFESSIONAL EXPERIENCE

Confidential, Detroit - MI

ServiceNow Developer

Responsibilities:

• Participating in requirement gathering, analyzing and designing requirements into solutions
• Participating in customer meetings and guiding through advanced solutions can be achieved in scoped application
• Planning and supervising progress of the development.
• Guiding and driving team to achieve development goals in the designed time frames
• Developing complex workflows involved in automating the on-boarding process
• Developing Record Producers and attaching workflows to generate tasks as a part of the on-boarding process
• Developing advanced solutions in the scoped application
• Monitoring through team development blocks/questions and guiding them in the scoped application environment.
• Tracking the Initial testing and guiding the customer through the difficulties in testing
• Supervising the test scripts development by team
• Handling defects upon customer feedback on the development and planning development to achieve in the specified time limits
• Creating and designing additional security of the application as per the requirement with in the scoped application environment
• Preparing and participating in planning of customer UAT testing.
• Designing solutions and developing the service portal specific to Human Resources.
• Preparing customer for Go-live and planning on handling post GO-live defects
• Participating in the process of developing orchestration of AD(Active Directory) with team.

Confidential - Pittsburg, PA

ServiceNow Developer

Responsibilities:

• Participating in requirement gathering from HR department and design the requirements into solutions in the scoped application.
• Designing and developing scoped Human Resources application in Istanbul in ServiceNow.
• Developing one stop Human Resource catalog by creating different types of catalog items.
• Developing email notifications for the HR cases in ServiceNow
• Developing SLAs for HR Case as per requirement
• Configuring Inbound & Outbound Email actions to create or update HR case using Email actions
• Developing exclusively scheduled HR notifications for Human Resources scoped application
• Creating and modifying client scripts and UI policies for better user experience using java script
• Developing Business Rules using Glide form scripting
• Configuring ACLs to restrict access to sensitive HR Data in the global system
• Handling and Maintaining integration with Global Directory and Workday to maintain HR updated data in ServiceNow
• Creating HR services and attaching them to the respected record producers
• Designing and developing HR case forms and layouts and creating different views
• Creating and managing HR assignments for auto assigning the HR case
• Developing of HR user specific service portal as a part of scoped application (CSS to Service portal)
• Creating and modifying pages and Widgets to achieve continuous better user experience.
• Working on creating testing plans with HR team and participation in testing to achieve better user experience from developed solutions
• Worked on post-live defects and handling critical issues on priority base
• Working directly with the global team to troubleshoot PROD code and pushing critical changes
• Participating in troubleshooting the code (custom development) changes upon instance upgrade to Jakarta
• Analyzing business requirements and design and developing them into solutions and testing the developed solutions
• Participated in HR Data Migration from legacy instance to new instance in ServiceNow
• Handling user/group management and role assignment
• Creating custom roles for additional access to users in HRSM in ServiceNow
• Developing dashboards for HR Managers, Leaders and Fulfillers
• Developing different reports to specific users as HR Managers/Leaders/Fulfillers
• Creating new modules and make them available to users on role base
• Creating and configuring scheduled jobs and transform maps to load data into ServiceNow in ServiceNow
• Creating and handling Update sets to move customizations between different ServiceNow systems (instances).

Confidential - Louisville, KY

ServiceNow Developer/Admin

Responsibilities:

• Participate in the full SDLC Requirements Gathering, Analysis, design, and coding, testing, training and operational support.
• Implement the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, third party software integrations, implementing new functionality, homepage customization.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Created schedules, reports and monitor performance of Service-Now.
• Service Catalog design and workflow design based on the approval and fulfillment process.
• Implement new workflows that use a variety of activities to understand how records are generated from workflows. Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Manage and coordinate activities during the overall ticket life cycle in Incident Problem and Change Management. Successfully implemented Knowledge Management process.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Jelly Script, HTML 5, and CSS.
• Used UI Macros to create pages as templates on the requirement.
• Worked with asset team to check for the data collected through discovery is accurate.
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
• Educating end users on the usage of ServiceNow applications like incidents, problem, changes and service catalogs.
• Creation of advanced workflows, new groups and adding users to the groups in ServiceNow.
• Created and moved update sets to different ServiceNow instances. Worked on UI customizations for forms, lists and UI actions.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Confidential

Java/J2EE Programmer Analyst (Junior Developer)

Responsibilities:

• Involved in preparing the Detailed Design document for the project
• Implemented waterfall model
• Developed Action Forms and Action Classes in Struts framework
• Identified the Action and Dyna Action form Classes, based on the Struts framework, to handle the pages
• Created tile definitions, struts-config files and resource bundles using Struts framework
• Developed web pages using JSP, HTML and DHTML
• Developed XSL templates and XSL schemas to generate the view part of MVC architecture
• Used Struts framework as controller part and developed business logics in model part
• Involved in the debugging of the applications
• Involved in the development of the presentation tier using JSP, HTML, CSS, XML, XSL, JavaScript and Servlets for login, find Subscriptions modules
• Implemented AJAX and Java Script for client side validations