SUMMARY:

• A qualified IT professional with 5+ years of experience in Software Development and 4+ years of experience as a ServiceNow Consultant for development, administration and implementation and other supporting applications .
• Experience in ITSM suite of applications using ITIL V3.
• Good understanding of all five phases of ITIL: Service Strategy, Design, Transition, Operation and Continual Service Improvement.
• In - depth knowledge of the Technical implementation of Change Management, Asset Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Experience on the implementation and maintenance of Business Rules, Client Scripts, and UI Policies .
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Maintain Single Sign-On integration and experience in configuring Access Control Lists (ACLs).
• Good experience in developing workflows and in customizing the applications in service now using Java script, AJAX, HTML and DHTML.
• Experience in working with the workflows using ServiceNow workflow editor .
• Exposure to Service-Now platform tools like Discovery and Orchestration .
• Experience on various ServiceNow customizations as per client's requirement.
• Experience in working with Content Management System (CMS) and Self-Service portal using Jelly Script and UI Macros.
• Hands-on experience with Glide Forms, Glide Record, Scratchpad, Glide AJAX and Glide System used in UI Actions, Business Rules, Client Scripts and discovery tool service watch.
• Experience in importing users and configuring security with Microsoft Active Directory and enabled Single sign-on.
• Experience in creating an Access Control Rule (ACL) and use of scripting tools and ServiceNow functionality to create script to automate routine tasks.
• Experience with ServiceNow Content Management System (CMS) for enabling content for ESS portal users.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration, Web services, Discovery, Workflow and CMDB.
• Performed mapping using ServiceNow Service Watch .
• Strong experience working in Domain Separated Environments .
• Experience implementing the Human Resources Service Management in ServiceNow
• Experience in upgrading from Eureka feature release to Fuji release and applying patches to ServiceNow instances.
• Migrated Incident, Change, Problem to ServiceNow using Import sets and Web-Services.
• Knowledge of web based development languages; specifically, JavaScript, HTML and CSS .
• Demonstrated the ability in developing Test Plan and test cases utilizing requirements and design documents, specifying Testing Overview & implementation.
• Good understanding of object oriented analysis design and application development.
• Strong analytical ability enables excellent troubleshooting and technical skills.

TECHNICAL SKILLS:

IT Services: ITSM suit, ITIL V3, ServiceNow, CMS, SCR, SAM, and LDAP

Programming Languages: C, C++, Python, HTML, CSS, JavaScript, SaaS

Software Methodologies: SDLC, Agile, SCRUM

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

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

IDE: Eclipse, Net Beans, Webstorm, JetBriansPyCharm

Version Control Tools: CVS, SVN, GitHub

Tools: and Packages Rational Rose, Ant, Maven, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE:

Confidential,San Jose,CA

ServiceNow Developer

Responsibilities:

• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5, AngularJS, PowerShell, shell scripting.
• Created UI pages to use them in catalog items using the UI Scripts
• Worked on the following modules of ServiceNow like incident management, problem management, service catalog, user administration, change management, reporting and discovery .
• Worked on the creation of front end forms and associating them to Client Scripts , also experienced on UI policies including advanced customizations that require modification of UI pages/macros.
• Designed and developed technical methodologies under the ServiceNow platform .
• Loading of external data with the usage of Import Sets and Transform maps .
• Extensively worked on migration from Fuji to Helsinki version .
• Actively involved in migrating data from other applications and external databases .
• Worked on Migration of Update sets between System Environments .
• Developed custom applications and tables to meet client specific requirements.
• Building client specific service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
• Worked on Script Customization for Service Catalog/Email Template/Workflow script.
• Created end to end websites working on Content Management System .
• Worked on CMDB and Asset management and Created Transform maps for importing CMDB data.
• Expertise on working with CMDB and configured mid server and pointed them to various ServiceNow instances .
• Worked on creating MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.
• Populating the CIs (Configuration Items) and configured the CI relations in CMDB .
• Developed solutions using JavaScript, Web Services, SOAP, and other web technologies to integrate ServiceNow with internal, external systems and tools.
• Converted the Service Catalog into a fully functional website using Content Management module.

Environment: Service Now, JavaScript, HTML 5, CSS, CMDB, Web services, Windows 7

Confidential,Pleasanton,CA

ServiceNow Developer/Admin

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Experience with jelly scripting in ServiceNow .
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Customized UI Appearance for Incident, Problem, Change and Project Management Application , which is simple, intuitive and easy to use.
• Configured the Email inbound actions that triggers incident with an email.
• Worked on Email logs and troubleshooting on emails with issues .
• Created Buttons and context menus both on form and lists using UI actions
• Configured SLA’s using SLA definitions for Incident , Catalog Tasks and Catalog Items.
• Added the dictionary entries to be listed out in incident list view.
• Developed UI policies and UI actions to achieve customer requirements.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes.
• Created data sources and loaded the Service-Now tables with different data formats.
• Involved in working with process owners to develop workflow , implement the workflows in Service Applications.
• Configured Service Level Agreements (SLA’s) to define certain levels of services to incident management and Service catalogs.
• Resolved typical Users access and roles issues by checking active directory and users table.
• Imported User and groups from Active directory with LDAP Integration.

Confidential

ServiceNow Developer/ Admin

Responsibilities:

• Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and Reporting and few other custom applications.
• Built script includes, transform scripts, client scripts, scheduled scripts and Business Rules.
• Familiar with ServiceNow admin activities which involves Group , User Administration, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Design solutions to enhancement requests by developing in JavaScript, Jelly and Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools.
• Setting up Configuration Management, defining the CI classes and their relationships .
• Extensive experience in the development and customization of Service Catalog Items and Workflows .
• Experienced in SDLC, deploying new applications/modules and controlled code migration from non-production to production environment.
• Used JDBC and ODBC of Data Sources for setting up the configuration database in ServiceNow.
• Wrote complex transform scripts in transforming the data into the SNOW database.
• Developed several Client Scripts, UI policies, Business Rules, Security Rules and UI Actions, UI Pages/Macros .
• Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services, Email integrations etc.
• Built Reports, Gauges and Home Pages .
• Customized Change Management application to be aligned company's requirements.
• Created Data Sources from various external applications , scripts to parse incoming data and transform into ServiceNow.
• Worked on creating various Import sets and Transform maps for data uploads using excel sheets.
• Created Database views to create reports across multiple tables.
• Created Service Catalog templates for various use cases which are used for Catalog Admins to develop catalog items.

ENVIRONMENT: Service Now, Java Script, Web Services, CSS, CMDB.

Confidential

ServiceNow Developer

Responsibilities:

• Worked with business users to identify and refine business requirements and workflows.
• Good knowledge in Java & java script programming skill.
• Understanding of IT service management and the ITIL business process.
• Supported and created an Access Control rule (ACL).
• Involved in creating the Adhoc reports in ServiceNow.
• Created the new Applications and Modules, custom tables in ServiceNow.
• Created, monitored, modified, and publish service catalog workflows with approvals.
• Responsible for the Service Now tool administration module and creation of new Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Involved in loading of data into CMDB using discovery and file imports.
• Created complex transform scripts in transforming the data into the SNOW database.
• Assisted in Release Management during product and batch releases and managed documents and verified the changes.
• Written script includes and invoked them in business rules and client scripts.
• Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate.
• Implemented CMDB Bi-directional Web Services integration. It involves consuming rest- full web services, publishing SOAP web services, using Business Rules, Script Includes, UI Actions and Other Service-Now scripting modules to support data synchronization and business logic. Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.

ENVIRONMENT: Service Now, Java Script, Web Services, CSS, CMDB.

Confidential

Responsibilities:

• Developed Stored Procedures, Function and Packages for the Financial System.
• Setup, tested and implemented new descriptive flex fields in Oracle Financials.
• Used database triggers and PL/SQL for development of system.
• Extensively used PL/SQL to write Cursors for acquiring information to be used in calculations written in stored procedures.
• Advanced skills in Oracle SQL query writing, creating and maintaining Database Objects and performance tuning using plan table, trace, OEM reports.
• Version control using PVCS, Managed delivery and deployment of the development objects to higher environments using deployment channel.
• Developed interfaces using PL/SQL packages, stored procedures, functions, Object Types, Cursors, Pipelined functions, Oracle queues and used Collections and Bulk Collects.
• Worked extensively on tuning of SQL and PL/SQL code using various tools like explain plan, TKPROF, SQL tuning advisor and SQL trace to enhance the performance.
• Created Korn Shell scripts which act as a wrapper for various tasks like - for executing the SQL Loader command lines, for refreshing the materialized views and for updating the Fact and the Dimension tables.
• Worked on various projects involving gap and map analysis, design and customization as per the business rules and worked on custom applications development involving.
• Involved in performance tuning - Table & Index partitioning.
• Load the data into Oracle 9i, Oracle High -Performance, scalable database. Change of Accounts, Currencies, defining calendars, setup books and Multi org setup.
• Design, development, testing and implementation of a custom billing System and order entry system.
• Developed forms to view payments, accept payments, view financial transactions, maintain and view cash assignments, view refunds, credit accounts, and transfer debit balances.
• Involved in Tuning Database & Application performance using Explain Plan, TK prof, resolving lock contentions, identifying & killing sessions.
• Worked with java developers to repair and enhance current base of PL/SQL packages to fix production issues and build new functionality and improve processing time through code optimizations and indexes.

Environment: Oracle 10g, SQL, PL/SQL, UNIX, Reports 6i, Forms 6i/4.5, TOAD, Discoverer 6i, Apex 4.2.