PROFESSIONAL SUMMARY:

• A Qualified IT Professional with 8+ Years of strong IT experience in Software Design, Development, Analysis, Testing and Implementation.
• Around 4+ years of hands on experience in the IT industry involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (ServiceNow).
• End to End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies.
• As a ServiceNow Developer with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Gathering requirements and converting BRD's into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Imported Configuration Items(CI) using import set tables.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA's) and operation level agreement (OLA's).
• Managed Incident Management process where all P1 and P2 incidents were managed through to service restoration.
• Actively Involved in End User Portal design, and also the ongoing support and maintenance using CMS application ServiceNow.
• Accumulated requirements from stakeholders at different stages to influence ServiceNow within organization on end client self-enablement portal using Content Management System (CMS).
• Responsible for establishing the single sign on through LDAP, making the sign in process easy by using the company's login portal.
• Created directory system agent using LDAP server.
• Created portfolio in PPM module to measure the progress of several projects at the same time and to create multi-project reports for analysis.
• Created the Portfolio in the Fuji Release.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Created transform maps both automatic field mapping and scripting.
• Worked on Asset Management and loaded the data into it. Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing java scripts and configuring workflows to implement additional features, customizations and enable the process flow.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Customized Employee Self-service portal (ESS) and corresponding modules.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases
• Communicated with the external web service using SOAP Messages, REST and JSON.
• Developed web services using java scripts for API’s with other applications.
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB
• Good Knowledge on installing, configuring and setting up of data in CMDB.
• Defined & configured DISCOVERY schedules, worked on DISCOVERY, set up mid servers and check for the connectivity.
• Migration of Code using SDLC process to Test and Production Environments.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced ServiceNow development .
• Experience in Fixing CSS Cross Browsing Compatibility issue and web application scaling.
• Extensive experience on implementing the AJAX features using JavaScript and jQuery.
• Good knowledge of Grunt, GITS, HTTP and Restful services.
• Experience working on SaaS (Software as a Service) based tools (Service Now), with focus on implementing ITIL processes
• Experience in working with Informatica-On-Demand ETL tool for real time Data Integration.
• Self-motivated, able to work independently and in teams; can handle multiple projects while paying attention to details; accomplished problem solving and analytical skills.
• Efficient team member with excellent work/time management skills, excellent leadership, communication and interpersonal skills and ability to work under strict deadlines.

TECHNICAL SKILLS:

Software Methodologies: SDLC, Waterfall, Agile

Databases: Oracle 10g, SQL Server (2005,08,08R2,12)

Languages: C, C++, Java, JavaScript, Jelly, Angular-Js, HTML, Bootstrap, AJAX,CSS and XML

ITSM Tools: ServiceNow, ITSM SUTE, HP Server Manager, HP Asset Manager

Application Development Tools: ServiceNow (ITSM tool & ITIL), TOAD 9.7/9.0, SQL

Application Servers: IIS 5.0, Apache, Tomcat, WebLogic

Protocols: HTTP, HTTPS, FTP, FTPS, SFTP, SOAP

Operating Systems: Windows7, Windows 2008/xp, LINUX, Mac OS X

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Sr.ServiceNow Developer /Admin

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for ServiceNow and Domain separation for ServiceNow Instances.
• Working with client and functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Hand's on experience with Helsinki upgrade .
• Assist in the definition of business requirements and provide definitions and updates of system design documentation.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Supported the 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.
• Implement ServiceNow 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.
• Worked on CMDB and Asset management . Performed Data migration to import data from other applications and external databases.
• Experience in configuring email notifications in ServiceNow has been part of end user self service portal management.
• 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
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• 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
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Captured requirements from ESS self-enabling portal which is developed using CMS.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue .
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts
• Imported Active Directory to ServiceNow using data sources .
• Created data sources and loaded the ServiceNow 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.
• Created and modified ESS layouts and content blocks.
• Developed ESS functionality and implemented appropriate workflow.
• Created transform scripts to transform data into SNOW database and created new service catalog requests; enable Port 443 for a connection between Mid Server & SNOW instance
• Experience in working with Informatica-On-Demand ETL tool for real time Data Integration.
• Built forms from scratch along with advance customizations at the level of UIMacros/UI page as per the complex requirements.
• Communicated with the external web service using SOAP Messages, REST and JSON.
• Investigated performance issues, troubleshooting tools, and use system logs to find issues.
• Created 12 custom advanced UI pages and UI macros with Jelly in a span of 4 months.
• Created 3 end-end web-sites with a lot of Themes and Content Layouts using CSS that can be re-used in ServiceNow .
• Create rule on Snow tables to ensure on field(s) change, system sends an SQL message via JDBC Probe; JDBC Probe script in Snow instance provide API capability and automatically create record in ECC Queue and Mid Server execute ECC Queue records via HTTPS protocol over port 443 on firewall
• Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Created complex transform scripts in transforming the data into the SNOW database.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: ServiceNow (Helsinki), Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, ESS Portal, CSS, CMDB.

Confidential, MN

ServiceNow Developer /Admin

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.
• Worked on Update sets, UI scripts, Notifications as part of customizing the SNOW .
• Created functional and technical specifications documents for various SNOW modules.
• 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 ServiceNow platform within the Service Level Agreement. Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Imported Configuration Items(CI) using import set tables.
• Created data sources and loaded the ServiceNow 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 ServiceNow using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Documented all implementations and best practices defined within team.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform .
• Created the Portfolio in the Fuji Release.
• Created the version application, the Project application creates a new record in the Portfolio Project table and adds this record to the Portfolio View.
• Investigated performance issues, learn troubleshooting tools, and use system logs to find issues.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.
• Created the Performance Analytic dashboards, widgets for users to see the appropriate data .
• 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.
• Created customized emails for approvals, rejections and cancellations based on the requirements from the service owner.
• Involved in working with CMDB , populating CMDB by importing the data of IT assets into the system.
• Responsible for mentoring peers and junior curriculum developers in Servicenow platform

Environment: ServiceNow Geneva/ Eureka , Performance Analytic s Asset Management Windows 11, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX.

Confidential, Houston, TX

ServiceNow Developer

Responsibilities:

• Provided analysis, design and development of ServiceNow trouble ticketing and incident management systems to support the company's technical operations.
• Participated in process designing sessions and documented ITIL process flows.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Experience in designing, development and implementation of ServiceNow Platform ITSM application.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations .
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
• Creation of tables within ServiceNow.
• Managing data with tables, CMDB import sets Users, Groups and roles .
• Creation of custom reports and designing the dash board.
• Worked on internal portal for accessing all the business services by using Service Now Content Management Application. Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now. Defining Service Level Agreements SLAs, notifications and reports.
• Maintains existing applications. Creates code that meets system standards.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Design and implement SLA - Service Level Agreement and the required work flow with Email notifications.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Create schedules, reports and monitor performance of ServiceNow

Environment: JavaScript, Java, Html, CSS, Glide Script, ServiceNow, Web Services

Confidential, Chicago, IL

ServiceNow Developer/Admin

Responsibilities:

• Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
• Managing client scripts, UI policies, UI actions and Data policies .
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into servicenow.
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Develops new applications from beginning to end.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Written script includes and invoked them in business rules and client scripts
• Imported many CI's using import set tables .
• Created data sources and loaded the ServiceNow 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.
• Maintains existing applications. Creates code that meets system standards.
• Integration of ServiceNow with LDAP for authentication.
• Integration of ServiceNow with BMC Remedy for ticket creation on change submit .
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Develops conversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance.

Environment: ServiceNow, ITIL, JavaScript, Jelly Beans, Web Services, XML, DHTML, JQuery, JSON

Confidential, Tampa, Florida

Remedy Developer/Admin

Responsibilities:

• Designed and Developed mappings needed for enhancement of project.
• Remedy ITSM Lead for BMC Implementation project.
• Creation of SRD’s using Advance Interface Forms(AIF)
• Promote and support the deployment of Service Management processes to all groups interacting with the Service Catalog
• Developed, configured, and support to new incident, problem, and change functionality within ITSM based on agreed business requirements (includes forms, overlays, extensions, workflow, alerts, filters, escalations, menus, & other related components).
• Design, develop and negotiate performance standards for Change Management. Prepare performance reporting documentation for management.
• Aligning the Service Catalog with operational processes to drive accurate and consistent categorization
• Process Designer, PDT, and AOT within Remedy for Service Request Management.
• Ensure that Change Management processes are followed by working as a project participant on major IT projects. Provide project status updates to management.
• Member of CAB(Change Authorization Board)
• Communicating and educating groups regarding the purpose, use, and value of the IT Service Catalog across multiple business units and organizations.
• Communicating and educating client's Technology groups regarding the purpose, use, and value of the IT Service Catalog across multiple business units and organizations
• Determines Process Relationships to Other Processes, Request Release Completion Approval, Define Process Policies, Standards, and Conceptual Models, Monitor Change, Authorize Change, Assign Change for Implementation
• Provide Service Catalog Expertise across all functions and processes.
• Documenting and defining data models for IT Service Catalog
• Integration of Remedy with CA(computer Associate)
• Coordination with BMC on known bugs/issues and apply bug fixes/service packs.
• Assisted business units in the development of systems requirements and functional specifications.
• Ensures that changes are communicated in a timely and adequate manner, Create and distribute Change Management reports, Reviews all implemented changes to ensure that they have been carried out.

Environment: AR server 8.1, ITSM 8.1, CMDB 8.1, Incident management 8.1, Change Management 8.1, Asset Management 8.1, Service Request on windows Server 2008, BMC ADDM 9.0.3, SAP Business Objects 4, 0, and Oracle database 11.2.0.3.0., computer Associate (CA).

Confidential

UI Developer

Responsibilities:

• Involved in development as part of 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 Implemented presentation tier using HTML, CSS by utilizing the mock-ups that were created by the design team.
• Converted business requirements into technical requirements in preparation of High level design Document and Functional specifications.
• Developed screen functionality using HTML, CSS, JavaScript across entire application that controls color, Layout, width, height, font size, images size and accomplished other graphic related features.
• Used AJAX for implementing part of the functionality for Customer Registration, View Customer information modules.
• Developed UI using JavaScript, HTML, CSS, JavaScript validations and XML.
• Created both client and server side validations.
• Written CSS to provide a table free layout of the user interface screen.
• 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 us.

Environment: HTML, CSS, JavaScript, JAVA, J2EE.