SUMMARY:

• A competent professional with 9 years of IT experience including 5 years of extensive experience in Service - Now working with different modules such as Incident Management, Service Catalog, Problem Management, Change Management, Project Portfolio Management, Asset Management, Discovery, Orchestration and Confidential . Certified in ITIL V3 and ServiceNow Application developer certified.
• Good understanding and knowledge on all phases of the software development life-cycle (SDLC) and also familiar with methodologies like Waterfall, Agile/Scrum.
• Expertise in Java script, debugging, optimizing the performance and working of Client Scripts, Catalog Client Scripts, Server Side Scripting, UI scripts and UI Policies.
• Good knowledge in Business rules, activate plugins, Manage data with tables, Import sets and Update sets, Control system access and data security, Control access to the application and its records.
• Extensive experience in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Strong experience on web development frameworks Angular and Backbone JS and also good with the following scripting languages JavaScript, Shell Scripting, PowerShell.
• Worked on Confidential and Asset Management in providing better scope of understanding on the inbound and outbound of assets.
• Proficient in activities like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Experienced in managing both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLA's.
• Experienced with Web services including SOAP, REST, JSON, and XML based integrations with various authentication options/techniques.
• Implemented of Discovery from scratch, by installing MID Servers on remote desktops.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Worked on installing SMTP and POP 3 servers and various ports to securely send and receive emails from a remote server.
• Worked in discovering and mapping CI’s using Service Mapping and used in applications Microsoft exchange and Microsoft SharePoint.
• Strong Experience in conducting client side meetings and gathering requirements to design and architect according to developer’s notes.
• Expertise in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Hands on experience Dublin, Fuji, Geneva, Helsinki and worked on upgrading Helsinki to Istanbul.
• Experience in generating various reports providing information on Change scheduled, unauthorized changes implemented, Changes causing incidents etc.
• Have good Analytical, Programming and communication skills. Very good with problem solving capabilities and customer service and convincing skills and also poses the ability to respond positively to varied situations.
• Worked on Service Transitions, Service Transformations, Migrations, Upgrades, Implementations, Module Development, Core Module Setup, Green field Implementations, Environment Analysis etc.

TECHNICAL SKILLS:

ITSM Tools: BMC Remedy, ServiceNow, HP Service Manager

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

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

Databases: Oracle 10g, MySQL

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

Version Control Tools: CVS, SVN

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dream-weaver

PROFESSIONAL EXPERIENCE:

Confidential, Seattle, WA

Sr. ServiceNow Developer/Consultant

Responsibilities:

• Developed ServiceNow platform including the creation and customization of the core applications such as Incident, Problem, Change and Service Catalog.
• Developed ServiceNow platform for HR Requests.
• Design, configure, develop, and test custom ServiceNow forms, tables, and workflows based on business requirements
• Working with and functional requirements within ServiceNow for CMS, Service Catalog Management (SCM), Incident.
• Working with UI pages, UI Policies, workflow and Core Configuration.
• Expertise with ServiceNow Service Catalog, Service Portal, and/or Custom UI Development
• Having Knowledge in AJAX, JSON, HTML, JAVASCRIPT, XML, CSS, SOAP, REST Frameworks
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables. Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Wrote complex Access Control records to control access to sensitive data.
• Developing and managing application code, user interface, and third-party integration components.
• Managing team of outsourced developers, ensuring deadlines are met and issues escalated in a timely manner.
• Managed data with Tables, Import Sets, and Update Sets.
• Providing technical mentoring and guidance to development team members to embed culture of delivering high-quality solutions.
• Providing feedback for improvements in development process and guidelines.
• Designing, configuring and customizing ServiceNow platform to implement/sustain the following modules: Incident Management/ Problem Management/ Service Request Management/ Change Management/ Release Management/ Asset Management/ Service Catalog/ Custom reporting.
• Supporting the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documenting user and process requirements, developing workflow customization's, and performing quality assurance testing and user acceptance testing.
• Worked on upgrading from Helsinki to Istanbul
• Configured Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Experience in developing web pages using Java Script, HTML, XML, AJAX.
• Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters.

Confidential

Asset management

Responsibilities:

• Asset discovery, data capture and storage - Discovering all hardware and software components of IT inventory on the IT infrastructure and capturing their details, such as the type of asset, make, specification, etc., and storing it in an asset repository
• Asset tracking - Deployed a solution to identify and track change in the location of assets, increase or decrease the number of assets, track assignment status and user information
• Developed and designed asset lifecycle management workflow for capturing the asset life-cycle data right from requisitioning, purchase and assignment, to expiry and decommissioning
• Generated the Asset reporting and alerting for asset inventory reporting, and receive alerts on asset warranty and lease expiration Centralized organization-wide ITAM process.
• Enabled the asset repository to help support various ITIL functions

Confidential, Kansas, MO

Lead Servicenow Consultant

Responsibilities:

• As a part of support activity resolved incidents by provided with proper root cause investigation.
• Perform day to day administration of the ServiceNow tool Maintain business services and configuration item relationships in ServiceNow tool.
• Worked on Confidential and Asset management. Performed Data migration to import data from other applications and external databases.
• Developed scalable solutions and reviewed business processes.
• Provided technical advisory services for multiple options and risks.
• Participated in process designing sessions and documented process flows.
• Evaluated and documented business processes and functional requirements.
• Implemented information flow analysis for various business streams.
• Analyzed and studies request processes and future automated processes.
• Created and Customized Business Rules, Client Scripts, Script Includes UI Policies, UI Actions.
• Experience in developing web pages using HTML, CSS, XML, Java Script, AJAX jQuery.
• Worked on Configuring the IP Addresses to help find out the un discovered CI's into Confidential .
• Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials.
• Configured SLA implementation in Incident and service catalog management (SCM) based on user defined parameters.
• Extensive experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests. created different catalog views for different user group
• Investigate performance issues, troubleshooting tools, and use system logs to find issues.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Confidential, Dallas, TX

Senior Servicenow Engineer

Responsibilities:

• Responsible for creating various workflows for Incident Management, Change Management, Problem Management, Service Requests and SLA's.
• Enhanced the existing Change Management Module to onboard the software functional change advisory board to review all the change requests.
• Involved in all product design reviews to verify that design meets quality standards and functional/technical requirements.
• Configured ServiceNow for Enterprise Service Request Module.
• Created process documentation for the solutions implemented.
• During development worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
• Developed Content Management System (CMS) solutions on ServiceNow.
• Used ACL's for controlling the security mechanism in ServiceNow.
• Developed and configured Business Rules, Script Includes, UI Policies, UI Actions, Catalog Client Scripts and Client Scripts, Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc.
• Customization of Incident Management Application.
• Creation of Custom Related List, Dictionary fields.
• Creation of Email Notifications and Inbound Actions.
• Creation of Workflows.
• Creation of Ordered Guides.
• Customizations Migration between Instances using Update Set.
• Developed and maintained APIs and data integration processes between ServiceNow and other services.

Confidential, Dallas TX

ServiceNow Developer

Responsibilities:

• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• A ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Change Management, Problem management, Reporting and Release Management with extensive knowledge on Content Management System.
• Experience in working Configuration Management and Asset Management
• Extensive experience in working with User Management including Users, Groups, Roles and Access Control Lists (ACL)
• Deep knowledge of User Interface (UI) policies, data policies, UI actions, business rules and client scripts, activate plug-ins, manage data with tables, import sets and update set.
• Hands on experience with loading data from various data sources like File, JDBC and Web Services using Import Sets and Transform Maps.
• Migrated code between environments using Update Sets. Knowledge on Merging Updatesets and Retrieving Completed Update Sets using Update Sources.
• Sets up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog requests, and items with variables.
• Worked on Various Web Services Integration's using SOAP and REST.
• Extensive experience in integrating Service-Now with third party applications like BMC Remedy, HP Service Manager, Sales Force, Tally and Net-cool.
• Experience in building and coding Configuration Management Databases ( Confidential )
• Worked with Service Now Discovery Tool and Help the Help Desk to load Configuration Items into Confidential .
• Worked with Record Producers, Order Guides, Work Flows and Orchestration in Service Catalog Management.
• Participated in workshops with Service Now partner teams to help companies to implement Service Now using best practices in ITSM.

Confidential

BMC Remedy Developer

Responsibilities:

• Maintained and support of the BMC Remedy Action Request System 7.1 suites of applications, with a focus on development as well as general administrative functions.
• Applications include Incident Management, Change Management, Service Request Management diagnoses, operates, administers, configures and maintains the Remedy Trouble-Ticket system.
• Maintained the Email Server on Remedy 7 and 6 on a daily basis.
• Created and maintain Remedy Users Profiles and accounts.
• Configured and maintain Remedy 7.1 SRM (service request management) include creating Templates, AOT and SRD
• Accountable for administration of Remedy Request System requirements gathering, technical assessments, technical support and training.
• Worked across teams to ensure the highest-level platform performance, availability and disaster recovery.
• Scheduled, test and deploy regular patches to multiple environments .
• Worked closely with the business analyst and development group to assist in the appropriate extension, integration or development of the platform .
• Developed, publishes and maintains statistical, management and custom reports.

Confidential

Configuration Librarian

Responsibilities:

• Develop, implement, and manage Configuration Management processes and procedures
• Increase overall awareness of Configuration Management processes to wider IT community
• Assist with configuring and managing the Configuration Management Database ( Confidential )
• Assist with identifying and managing CI classes, CI attributes and relationships within the Confidential
• Evaluate imports of Configuration Item source data to ensure required attributes are met before committing the changes to Confidential
• Recommend and facilitate improvements to the processes, policies and tools that support Configuration Management including Confidential attributes and relationship.
• Update, configure, and verify accuracy of Confidential database
• Assist with the development and implementation of Service Asset and Configuration Management (SACM) processes
• Oversee all SACM processes and activities for in-scope hardware, software, and other designated program Configuration Items (CI's)
• Assist with planning, auditing, validating, status accounting, and reporting on SACM activities
• Conduct quality assurance audits of SACM activities to include Confidential audits, and process audits