SUMMARY:

• Around 8+ years of experience as Software Developer with 6+ years of experience as ServiceNow admin/developer and 2 years of experience as UI Developer.
• Extensive knowledge and experience in Development, implementation and administration of ServiceNow.
• Development experience with SDLC processes like Waterfall, Agile, and Test Driven Development.
• Strong exposure to ITSM applications like Incident management, Problem management, Change management, Asset management, Service level management, Knowledge management and HR management.
• ServiceNow Experience including scripting, platform configuration, design, and deployment.
• Good working Experience in Eureka, Fuji, Geneva and Helsinki.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc.
• Experience in performance tuning of Remedy and Service - Now setups.
• Leading ServiceNow releases Implementations, Upgrades, Planning and Execution.
• Created various Reports and scheduled report generation using Pie, Bar, Calendar and List Charts.
• Experience in designing, managing, and analyzing CMDB configuration items.
• Experience developing in ServiceNow using Java Script and implementing integrations utilizing Web Services.
• Experience working with email notifications, inbound actions, reports, gauges, and home pages.
• Working on creation and customization of complex workflows and custom workflow activities.
• Experience in Building Items, Record Producers, Wizards and Order Guides in Service Catalog.
• Significant experience architecting, implementing, maintaining and/or supporting integrated computing environment in an enterprise environment.
• Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow
• Experience in creating the custom Applications, Modules in ServiceNow as per the requirements.
• Expertise in Design and developing custom applications in Service-Now and utilize its potential in PaaS.
• Experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow, JDBC Data Loads.
• Experience in debugging and troubleshooting the existing codes.
• Involved in Data Integration and Migration with the existing Legacy systems using data loader.
• Knowledge of Service Now Best Practices and ongoing knowledge of latest Service Now features.
• Responsible for creating, validating and maintaining integrity of Service maps within ServiceNow.
• Mapping dependencies between devices and applications using Service Mapping.
• Performed Service Automation with Knowledge Base, Service Catalog, workflows, SLA's and Reporting.
• Created Widgets for showing records on the website homepage dynamically.
• Experience in creating SevicePortal pages, branding the existing portals.
• Collaborated with key stakeholders, end users and other members of the business and Information Technology teams to optimize system configuration, function and access.
• Successfully managed and developed large-scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.

TECHNICAL SKILLS:

Programming Languages: C, C++, Java, JavaScript, Java, PHP

Database: Oracle 11g, MySQL, MongoDB, SQL Server 2012

Web technologies: HTML, CSS, jQuery, AngularJS, AJAX, XML.

SNOW: Applications Incident, Problem, Change, Asset, Knowledge, Service Catalogs

ITSM Tools: ITSM, ServiceNow

Application Server: JBOSE, Web Logic, IIS 6, Apache Tomcat.

Version Control Tools: SVN, GIT

PROFESSIONAL EXPERIENCE:

Confidential, San Diego, CA

Sr. ServiceNow Developer/Admin

Responsibilities:

• Implemented Incident Management, Problem Management, Change Management, Event Management, SCCM integration service, ITOM, CMDB, Reporting, Service Catalog in ServiceNow.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Configured and customized the applications in ServiceNow using Java script, Jelly, AJAX, HTML and DHTML.
• Used Database views to generate reports on multiple tables.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Configured Mid Server's on Dev, UAT and Production Instances.
• Configured E-mail notifications on RITM, Catalog Tasks etc.
• Created ACL rules to secure new objects.
• Designed workflows for Production request and Service delivery jobs tables.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Created homepages including basic reporting, gauge configuration and dash board presentation.
• Performed various Modifications & Customizations on forms.
• Experienced in pulling reports and scheduling the reports as per the client requirement.
• Configuring Integration Web Services with Third Party applications by using SOAP Web service.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Created various applications, tables and performed different operations like overriding the Display Value, auto completing certain Attributes, adding business logic, sending email notifications.
• Effectively managed the hardware and software assets through their lifecycle using the procurement module.
• Involved in the ServiceNow Discovery and CMDB maintenance.
• Finding applications and devices with in the network using Discovery, and updating the CMDB with the information it finds.
• Ongoing maintenance with Update sets, Upgrades, Performance and Troubleshooting.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Developed complex transform scripts to import data into the ServiceNow Database.
• Created a portal for the end users to order the catalog items which is responsive across all the devices.

Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, SOAP, SQL, XML, HTML, DHTML, CSS, XML, AJAX, Integrations, Cloud services, ITIL, SCRUM, Angular JS.

ServiceNow Developer/Admin

Responsibilities:

• Implementation, customization and configuration of different Service Manager Modules like change, request, ESS, Service Desk, Service Catalog, Incident and Problem Management
• Implemented UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow.
• Assist in the import of configuration and asset data.
• Configured SLA workflow for the advance SLA configuration.
• Working on the functionality of Inventory Management plugin into Asset Management.
• Configured Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Created Several Knowledge articles mentored and trained business users & Helpdesk users on ServiceNow platform.
• Loaded the data using transform maps and created custom class managers.
• Created various Catalog Client scripts and Catalog UI policies.
• Work on Data Sources for various external applications, import sets and Transform maps to import data into Service Now.
• Worked on Service-Now Performance Analytics module.
• Automated HR Training compliance process by creating custom application, workflows with orchestration activities.
• Involved in creating reports, gauges, and home pages.
• Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Worked on integrating ServiceNow with external SOAP and REST based web services.

Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, SOAP, SQL, XML, HTML, DHTML, CSS, XML, AJAX, Integrations, Cloud services, ITIL, SCRUM, Angular JS.

ServiceNow Developer

Responsibilities:

• Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans.
• Created functional and technical specifications documents for various Service Now modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge Management, Service Catalog, CMDB in Service Now.
• Configured Data Dictionary overrides for Default values and operated with JavaScript functions.
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on Change Management module by enhancing the tool to the stakeholders and made it easy to understand.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions
• Worked on CMDB from the scratch
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Involvement with input validation using JavaScript.
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables, which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, Implemented-using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Integrating Service catalog module with "Net cool" monitoring tool using Web Services and fixing the issues, which come up while the tolls are getting interacted.

Environment: Service Now, Boot Strap, JavaScript, HTML 5, and Windows 7.

ServiceNow Developer/Admin

Responsibilities:

• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Utilized Java Script in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Worked on Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc.
• Worked on Prioritizing of Incidents by Impact, Urgency and Priority.
• Technical implementation of various ServiceNow modules such as change management, Incident management, problem management, service catalog, configuration management.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, and CMDB in ServiceNow.
• Involved in various upgrade and migration activities. Also, project planning meeting.
• Restricted and Major incident functionalities for user security and urgency.
• Proposed and implemented a generic soap service for use by any catalog item integration with third part tool by mean of easy configurations from client side.
• Configurable SLA implementation in Incident and service catalog management based on user defined parameters.
• Experience in standardization of incident management practices at process, data, reporting and tool level.
• Worked with schedule jobs, events and triggers to manage business needs and handle background work.

Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, SOAP, SQL, XML, HTML, DHTML, CSS, XML, AJAX, Integrations, Cloud services, ITIL, SCRUM, Angular JS.

UI Developer

Responsibilities:

• Worked closely with UX team, product, marketing to create specs and Designed mockups using Photoshop.
• Adopted waterfall methodology to develop the project.
• Designed the front-end applications, user interactive (UI) web pages with dynamic and browser compatible features using HTML, XHTML, DHTML, CSS, JavaScript, jQuery.
• Developed questionnaires template using HTML input types.
• Used CSS media types to make the website responsive and mobile first.
• Designed dynamic client-side JavaScript codes and jQuery to build web forms, page navigation and form validation.
• Used JQuery to get the Client-side elements effect Hide, Show, Event-Handling and DOM manipulation.
• Built Dynamic jQuery progress bar to inform user the questionnaire completion progress.
• Optimized the page loading performance by Minification and code structure adjustment.
• Used AJAX to send questionnaire result to back-end server.
• Solved Cross browser problems against different browsers.
• Debug the application using FireBug to traverse the documents and manipulated the Nodes using DOM and DOM functions.
• Used SVN as version control tool.

Environment: HTML, DHTML, CSS, JavaScript, jQuery, AJAX, Adobe Photoshop, SVN.