PROFESSIONAL SUMMARY:

• Around 8+ years of experience in Information Technology, including 3 years of expertise in ServiceNow platform as both Developer and Administrator.
• In - Depth knowledge of Incident Management, Problem Management, Change Management, Configuration Management, Service Catalog, Reporting, Discovery and Integrations.
• Experience in installation and configuring of different modules of ServiceNow.
• Good Knowledge about ITIL standards which are helpful in development and customization of ITSM Applications
• Designed, configured and implemented solutions using Java Scripting.
• Involved in managing system configurations, gathering and documenting user and process requirements, Create and Developing Workflows and performing quality assurance testing, User Acceptance testing and Third party integration for ServiceNow platform.
• Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JQUERY, JSON, AJAX, Kendo UI, Require JS, Cordova JS, Bootstrap and XML.
• Experience in debugging and troubleshooting the existing codes.
• Excellent knowledge of hand-coded HTML, CSS, JavaScript, DOM, JavaScript/UI libraries and their use in implementing AJAX solutions.
• Worked on Deploying code to IOS devices using Xcode and Test Flight.
• Worked with version control system like GIT and GITHUB.
• Adaptive to team environment and also has the capability of completing complex tasks independently.
• Capable of learning quickly and delivering solutions as an individual and as part of a team. Self-motivated Team player with excellent interpersonal and communication skills.
• Strong communication skills, with the ability to convey concepts/requirements between technical and non-technical stakeholders .

TECHNICAL SKILLS:

ITSM Tools: ServiceNow Berlin/Calgary/Dublin/Eureka/Fuji, ManageNow

Web Technologies: XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Database Tools: Oracle 9i/10g/11g, SQL Server-2000/2005, Sybase.

Operating System: 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, Atlanta, GA

Sr ServiceNow Consultant

Responsibilities:

• Involved in gathering the requirements from the business team and writing the technical design documents.
• Implementation of Custom Applications, Modules, Tables and Views as per client's requirement.
• Customization of form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• Set up the SLA for the various ITIL processes as per the requirement.
• Involved in various ServiceNow customizations as per client's requirement.
• Experience in Deployments and clone the instances.
• Involved in solving tickets in PROD and played as an Admin.
• Involved in migration between various ServiceNow instances using Update Sets.
• Worked on loading the data into ServiceNow using import sets.
• Experience in configuring email notifications in ServiceNow.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Contribute to technical discussions, and be involved in the decision making process with other senior engineers to resolve product issues.
• Configured and customized Change form.
• Customized Search feature and added tables into search feature.
• Activated plugins like Escalation, Outages and worked on that.
• Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions, UI Policies in the ServiceNow.
• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
• Used Team Development Module to move the updates between the instances.
• Involved in various upgrade and migration activities.
• Great knowledge and experience on Eureka and Fuji.
• Gathered requirement from users for attributes needed to develop Service Catalog items.
• Great experience in Agile and Scrum Methodologies.

Environment: s: Service now, Incident management, Change Management, Problem Management, HTML, Java Script, CMDB, CMS.

Confidential, Sunnyvale, CA

Sr ServiceNow Consultant

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Working with client and functional requirements within Service Now.
• Facilitating rollout of new applications and modules.
• Assist in the definition of business requirements and provide definitions and updates of system design documentation.
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting and used them in notifications
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts
• Imported Active Directory to Service now using data sources.
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: Service Now, Asset Management, Incident Management, Problem Management, HTML, Java script, CMS, CMDB.

Confidential, Foster city, CA

ServiceNow Consultant

Responsibilities:

• Worked on Orchestration to automate the top and frequently used service requests
• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.
• Involved with working in an agile development environment.
• Responsible for Berlin Up gradation in ServiceNow and also involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Responsible for mentoring peers and junior curriculum developers in Service Now platform.

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

Confidential, Irvine, CA

ServiceNow Developer

Responsibilities:

• Used ITIL practices to implement ServiceNow applications in phase by phase approach.
• Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, diagnosing, resolving, monitoring, and reporting in ServiceNow.
• Created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow.
• Written Business Rules for customizing the tool in ServiceNow.
• Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts, Workflows in ServiceNow.
• Responsible in building Catalog items in ServiceNow.
• Responsible in building SLA and generating Reports in ServiceNow.
• Defined users, groups and roles and providing accessing permissions in ServiceNow.
• Participated in validating Form and Table level using UI Policies in ServiceNow.
• Worked with Import and Update sets in ServiceNow.
• Created Email notifications and scheduled in ServiceNow.
• Written scheduled jobs in ServiceNow.
• SMTP configuration for outgoing mail from ServiceNow instance in ServiceNow.
• Designed and scheduled workflows and automated the frequent occurring activities across applications in ServiceNow.
• Customized forms and Lists of Incident and Problem Management tables in ServiceNow.
• Used Transform maps to import Data to Configuration Management in ServiceNow.
• Maintaining product catalog to import the configuration item records in ServiceNow.
• Importing the Data in different formats (excel, csv, xml) via attachments in ServiceNow.

Environment: ServiceNow Berlin/Calgary, Windows10, Oracle 11g, WINSCP, SQL*Plus, JavaScript, UNIX, Linux

Confidential, Foster City, CA

UI Developer

Responsibilities:

• Created a complete timesheet application.
• Used lots of JavaScript and JQuery to create the tables dynamically and to retrieve the data from the backend.
• Created various types of pop-ups and sliders and also used different kind of notifications like the flash notifications.
• Implemented the Drag and drop functionality.
• Worked on JavaScript form validations.
• Worked on batch processes like the approving the time in the batch mode and then submitting the timesheets.
• Worked on cross browser compatibility as the entire application had to work on the different browsers like the Firefox, Explorer and Safari.
• Implemented responsiveness for the Application.
• Implemented the same application and made it available on the current phones and tablets using the Media Queries.
• Also implemented the same application on Android and iOS phones and tablets.

Environment: HTML5, CSS3, JavaScript, JQuery, Bootstrap, JQuery Mobile.

Confidential, CA

UI Developer

Responsibilities:

• Involved in translating Business Requirement into Technical Requirement.
• Involved in all the phases of SDLC including Requirements Collection, Design and Analysis of the customer specification from the Business Analyst.
• Involved in developing the UI pages using HTML, CSS, JavaScript, JSON, jQuery, AJAX.
• Designed UML class diagrams and Use Case diagrams to understand the code easily.
• Oracle9i database was used as back-end layer
• Used JDBC API to communicate with the database.
• Developed various test cases such as unit test, mock test and integration test using JUnit.
• Used jQuery and AJAX for service calls on pages to interact with the server for information.
• Utilized various JavaScript and jQuery libraries, AJAX for form validation and other interactive features.
• Used AJAX, JSON to send request to the server to check the functionality of the website.
• Developed the presentation layer and GUI framework that are written using JSP
• Client-side validation was done using JavaScript.
• Extensively involved in the development of Java Server Pages (JSP)
• Involved in performance and SQL Query optimization.

Environment: HTML, CSS, JQuery, JavaScript, AJAX, JDK, JDBC, SQL, Oracle9i, XML, Apache Tomcat, JSP, JUnit, UML, UNIX

Confidential

UI Developer

Responsibilities:

• Involved in Requirement gathering phase in order to gather the requirements from the business users and dealing with UX team to continuously accommodate changing user requirements
• Responsible for translating designs and concepts into highly usable and engaging web applications using a variety of technologies
• Converted business requirements into technical requirements in preparation of High level design document and Functional specifications
• Implemented a common styling with the help of CSS across entire application that controls color, layout, width, height, font size, images size and accomplished other graphic related features.
• Created both client and server side validations.
• Design and implementation of new feature or software components for the front-end of a large Web application
• Used MS Visio, Dreamweaver and Photoshop tools for web application development.
• Developed front-end UI pages and necessary backend classes to support data access and user authorization.
• Daily SCRUM stand-up meeting and provided demo to the business every Tuesday.
• Extensively worked on designing web pages using HTML, DHTML, CSS, JavaScript and Ajax.

Environment: HTML, JSON, XSLT, CSS, JavaScript, AJAX, Adobe Dreamweaver, Adobe Photoshop, PHP, MySQL