SUMMARY:

• 7+ years of experience in Information Technology SDLC (Software Development Life Cycle) includes 5 years of extensive experience in ServiceNow developer and administrator.
• Advanced knowledge in ITSM applications such as Incident Management, Problem Management, Change Management, Service Catalog, Asset Management, Service Level Management, Knowledge Management and CMDB.
• A ServiceNow Technical Expert with experience on implementing end - to-end Service Catalog, Configuration, Asset Management, Release Management with extensive knowledge on Content Management System.
• Experience in Email Integration, LDAP Integration, External Web services Integration (both SOAP based and REST based) in ServiceNow.
• Designed new Service Portals using HTML5, Angular JS, JQuery, Bootstrap and CSS.
• Expertise in developing service catalog-catalog item, designing workflows and their execution plans.
• Hands on experience on different Service Now environments starting from Eureka, Fuji, Geneva, Helsinki and Istanbul.
• Setting up the environment for testing, execution of the test cases, identifying the defects and raising them and preparing the exit report at the end of the project, among others.
• Worked well and provided consistent support with the team as insisted in achieving the targets ahead.
• Highly motivated to take independent responsibility as well as ability to contribute and be a productive team member.

TECHNICAL SKILLS:

ITSM Tool: Service Now, Service Now Administration and Support(Service Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access management (RITM), Personalizing Forms, Personalizing Lists, scripting, Create update sets, testing)

Programming Languages: Javascript, core java, C, C++, SQL, JQuery, AngularJS, HTML5,CSS3,AJAX,MVC

Web Services: SOAP, Rest

Databases: SQL Server, MySQL, Oracle 9i/10g/11g, DB2

Version Control: Veracity, GIT

Methodologies: Agile scrum, waterfall

PROFESSIONAL EXPERIENCE:

Confidential, Dallas, TX

ServiceNow Developer/Administrator

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows, execution plans and created service portals, custom widgets (charts, custom buttons.. ).
• Created functional and technical specifications documents for various Service Now modules.
• Writing Catalog client scripts and UI policies to make client side changes and created business rules using javaScript as per the requirement.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web services, CSS, HTML5. Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Converted legacy catalog items and workflows into Service Portal.
• Developed HR portal for the client, Worked on UI Macros to create pages and developed new and maintain/enhance Service Portal widgets on portal.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Configuring LDAP servers and defining Certificates to integrate with Active Directory to get the Users, Groups and IP Network information into CMDB target tables.
• Configured Data Sources, Import Sets, Transform Maps
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Followed the SDLC process to develop and deploy the code in development to production environments.
• Troubleshot ITSM issues and Integration related work such as CMDB, LDAP.
• Worked extensively with support activities for Incident Management, Problem Management, Change Management, Knowledge Management .

Environment: ServiceNow Helsiniki/Istanbul, Service Catalog Workflows, Catalog client script, Business rules, Incident management, Service portal, Web services, CSS3,SOAP, SQL, CSS, HTML, JavaScript, UNIX, Linux, Angular JS, Jquery.

ServiceNow Developer/ Administrator

Responsibilities:

• Interacted with business community and gathered requirements based on changing needs.
• Implemented the integration of two different processes i.e., Incident Management, Change Management over different Service Now instances using System and Scripted Web Services and SOAP messages.
• Extensively worked on creating an order Guide, Catalog items, Record Producers for creating multiple service Requests.
• Responsible for creating various work flows for Incident Management, Asset Management, Change Management, Service Requests and SLA's.
• Writing Catalog client scripts and UI policies to make client side changes.
• Developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, etc., using JavaScript coding for Customizing different Processes.
• Expertise in implementing end-to-end Service Catalog, Incident Management, Problem Management, Asset Management, Change Management, Service Level Agreements and monitoring Platform Performance.
• Worked on setting up SSO and LDAP integration and modified business rules
• Created custom Tables, Fields and configuring field level, table level Access Controls over them.
• Configured Data Sources, Import Sets, Transform Maps.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also Workflow has been created to support the Approval workflow and task assignment.

Environment: ServiceNow Fuji/Geneva, Service Catalog Workflows, Catalog client script, Business rules, Incident management on desktop and mobile view, Change management, Problem management, Asset management, Contract management, Reports, Service Level Management, Survey management.

Servicenow Engineer

Responsibilities:

• Merged Catalog forms to Record Producers in Change Module, taking over multiple responsibilities of code reviews which helped in a smooth delivery of a project as a FTR( First Time Right) while integrating two different Service Now instances.
• Interacted with functional/process owners over phone to understand the business processes and new requirements.
• Implemented the integration of two different processes i.e., Incident Management, Change Management over different Service Now instances using System and Scripted Web Services and SOAP messages.
• Developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, etc., using JavaScript coding for Customizing different Processes.
• Designed new Workflows and modifying the existing workflows according to new requirements.
• Created custom Tables, Fields and configuring Access Controls over them.
• Configured Data Sources, Import Sets, Transform Maps.

Environment: Service Catalog Workflows, Catalog client script, Business rules, HTML, CSS, CMDB, management, Problem management, Asset management.

Java UI Developer

Responsibilities:

• Involved in Software Development Life Cycle, Requirement Analysis and Documentation.
• Designed the application based on the architecture of the MVC design pattern and Developed views for JSP pages using AJAX, JavaScript and CSS3.
• Developed the web application using MS SQL SERVER, HTML and JavaScript.
• Used JavaScript as the scripting language and is used for detecting the visitor’s browser, validating the forms, providing event functions, animation etc.
• Written stored procedures and triggers for improving the security, speed and efficiency of the website by using them in several situations like updating tables, adding new member, tracking of modifications database transactions etc.
• Participated in Code review and Quality Assurance and involved in setting up the environment, installing the application and web servers.

Web Developer

Responsibilities:

• This project is a Hospital inventory management web application developed by using different web technologies.
• This web application gives the details of various medicine stock inventory and its management across different wards.
• The project had also a provision to allow adding the records for new patients.
• It was developed in Java with database connectivity and used Oracle as database.
• It serves as good user interface where user can enter the name and details in textbox designed in swing and that information then stored in database.