SUMMARY:

• Around 8+ years’ experience in IT industry includes 4 years of extensive experience in ITSM (Developer/System Administrator of a service management application with Service - Now ITSM).
• Developed solutions using JavaScript, Ajax, Web Services, SOAP and other web technologies to integrate Servicenow with internal/external systems and tools.
• Moderate and maintain an internal forum for Servicenow queries and discussions.
• Lightweight Directory Access Protocol (LDAP) Integration.
• SSO (Single Sign-on) Implementation.
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practice.
• Knowledge of IT Service Management (ITSM) frameworks
• Experience with data analysis, analyzing, documenting business requirements and data specifications

TECHNICAL SKILLS:

ITSM TOOLS: ITSM Suite, HP Service Manager, HP Asser Manager, BMC Remedy, Service Now

LANGUAGES: JavaScript, HTML, Jelly, SQL, Java, J2EE, XML, C, C++

OPERATING SYSTEMS: LINUX, UNIX, Windows XP, WINDOWS 7, Windows 8

WEB TECHNOLOGIES: ASPX,JDK 1.4, HTML, XML, DHTML, MSXML

J2EE TECHNOLOGIES: Servlets, JSP, JDBC, RMI, JMS, JTA, JNDI, JMX, EJB, Applets

DATABASES: Oracle 10g, SQL Server 2005, My SQL

PROFESSIONAL EXPERIENCE:

Confidential, CA

ServiceNow Lead/Admin

Responsibilities:.

• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements.
• Team Progress Tracking.
• Configured Integration Web Services.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Executed testing and troubleshooting of HTML emails and landing pages across all email platforms, as well as technical issues relating to HTML templates
• Hand coded and implementated HTML emails and landing pages through Dreamweaver
• Developed and implemented an invoicing process for new and recurring clients
• Work on ITSM metrics and Reporting for generating various scorecard and dashboard for leaders to measure performance of the team using SAP Business Objects, Remedy inbuilt reporting, MS SQL
• Incident Management and Problem Management activities.
• Configured multiple forms for Asset module using Configuration Management Database.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Experience on CI reconciliation to relate all available CI's.
• Configured SLA implementation in Incident and service Catalog management based on user defined parameters.
• Worked on order guides for Service catalog, to arrange them in sequential order to make the user comfortable while raising a request.
• Design and develop solutions within the Service-Now environment to include modifications of applications, forms, workflow, interfaces and any other customization required to support ITIL processes.
• Implemented multiple sign on (SSO) using SAML 2.0 and SAML 1.1
• Developed Service catalog by creating new catalog items, designing workflows with multi level approvals
• Covers all the serviceNow modules like ITOM Cloud Provisioning, Incident, Problem, Change, Request Fulfillment, Service Catalogs and Asset Management as a part of regular Confidential work.

Environment: Service Now Eureka/Fuji, JavaScript, XML, HTML, Windows 10, AJAX.

Confidential, Tx

ServiceNow Developer

Responsibilities:

• ServiceNow implementation and Data Integration.
• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Developed GUI using Front end technologies like JSP, JSTL, AJAX, HTML, CSS and Java Script.
• Involved in various Service.Now customizations as per client's requirement.
• Wrote script includes and invoked them in business rules and client scripts.
• Created transform maps both automatic field mapping and scripting.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Collect, review, analyze, CMDB data and provide best practice documents and deliverable of recommendations to improve CMDB management.
• Integrate manually collected CI information into the CMDB and identify relationships between CIs to create an accurate Business Service Map.
• Worked on LDAP integrations.
• Customized the functionality of the ServiceNow Discovery tool to meet the company outlined requirements.
• Configuring Integration Web Services with using REST Web Service.
• Create individual Assets, such as hardware, consumables, and software licenses. Create Asset models. Models are specific versions or various configurations of an Asset.
• Designed and built a secure backend network using IPsec for communications among various servers making up the SaaS solution.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Configuration, Service Catalog, CMDB in Service Now.

Environment: Service Now Calgary/Dublin, Windows 8, XML, Oracle 11g, Toad, SQL*Plus.

Confidential, TX

ServiceNow Developer

Responsibilities:

• Configured Integration Web Services.
• Implemented ServiceNow Discovery to auto populate cmdb ci table.
• Service Mapping collects and organizes data for every business service you define and creates a visualization of this data in form of a map.
• Performed mapping using ServiceNow Service Watch.
• Worked with the IT 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.
• Experience in working with Scripted WebServices, Script Includes, Scratch Pad
• Worked with process owners and Business stakeholders to translate the Business.
• Worked on REST API as a third party application for Integration.
• Involved in implementing and maintaining the ServiceNow platform to meet the Business processes and support ITIL.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Worked on CMDB and Asset management to regulate and troubleshoot the servers.
• Troubleshooting of Instance performance was a major priority.
• Balanced the load of integration data via various kinds of API's for more than 100 applications throughout Omnicare.
• Worked on debugging numerous Scripts to validate fields.
• Created scripts for data source created from email inbound.
• Worked on Bulk manual termination of employees via scripted workflows.
• Wrote business rules which creates an event, or manually creates a request, requested items, and tasks to disprove access.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols like JDBC, ODBC, Web applications, networks, protocols and email (SMTP, POP3)

Environment: Service Now Aspen/Berlin, JavaScript, XML, HTML, Windows 7, CSS

Confidential

UI Developer

Responsibilities:

• Responsible for creating efficient design and developing User Interaction screens using HTML, CSS, JavaScript, jQuery, AJAX and JSON.
• Used JavaScript, jQuery for user interactions in pages.
• Worked on creating responsive website for smart devices using responsive design and media queries.
• Used jQuery AJAX for service calls on pages to interact with the server for information.
• Rapid prototyping of design concepts.
• Experience with jQuery.
• Utilized various JavaScript and jQuery libraries, AJAX for form validation and other interactive features.
• Involved in the development of programming user interface design and front-end (HTML) for the Web application using HTML, Java Script & CSS to the requirements of the client.
• Coordination of project activities and ensure that all project phases are followed and properly documented.
• Developed non-functional HTML, CSS pages from the mock ups and involved in UI review with UI architect and Business Units.
• Involved in developing and designing backend Java beans using OOPS.

Environment: JAVA, Servlets, EJB, JDBC, Hibernate, spring, JSP, Java Script, SVN and HTML, XML and SQL, CSS, JavaScript, jQuery, JSP, AJAX.

Confidential

UI Developer

Responsibilities:

• Used tr-ng-grid to create data grid/ table Using AngularJS and Bootstrap.
• Developed AngularJS functionality in the application to provide two-way binding to the system.
• Used customized services and directives in AngularJS to develop dynamic and responsive webpages.
• Deep understanding of JavaScript and the JQuery framework.
• Created and optimized graphic prototype websites and applications interfaces using HTML and CSS.
• Involved in write application level code to interact with APIs, Web Services using AJAX, JSON and XML.
• Developed Custom Tag Libraries for the use in web pages by using JSTL packages for the development of the Web Pages.
• Implemented and designed user interface for web based customer application.
• Developed data formatted web applications and deploy the script using client side scripting using JavaScript.

Environment: HTML, XHTML, CSS, AJAX, Angular JS, JSP, Servelets, XML, JDBC, MVC.