SUMMARY:

• 6 years of experience in IT industry in various IT implementation frameworks and involved in various stages of Software Development Life Cycle (SDLC) - analysis, requirement, design, development, testing, deployment and maintenance with various methodologies such as Waterfall and Agile using Scrum framework.
• 3 years of experience in configuring Service Management applications on ServiceNow platform, as a Developer and Admin
• 2+ years of experience in SQL, PL/SQL programming with Oracle Applications EBS on Finance modules
• Strong exposure to diverse set of ServiceNow modules including but not limited to Incident, Problem, Change, Asset, Configuration and Knowledge Management, Content Management System (CMS)
• Experience in ITIL/ ITSM V3 processes, Web services, Business rules, Client Scripts, Workflows, Web protocols, Service Catalogs in ServiceNow
• Configured applications with ServiceNow tool used in ITIL Management
• Experience with HTML, CSS and JavaScript
• Involved in CMDB Logical Data Model Design which specifies the CI Types, Classes and Relationships contained in the ServiceNow CMDB
• Identified and Recommended the ITIL V3 methodologies to deliver technical requirements around the ServiceNow platform
• Worked on CMDB maintenance and ServiceNow Discovery with service mapping to discover CI’s by following traffic connections between them
• Implementation of end to end Service Catalogs, Knowledge Articles, Incident and Change Management
• Expertise in creation and configuration of ServiceNow Applications, Modules, Server-Side and Client -side Scripting
• Configured and maintained the data in CMDB, worked on LDAP integrations to load bulk data
• Involved in Service Mapping to collect data about devices and applications used in the organization
• Designed Enterprise level Service Catalog Items that offers a collection of services
• Experienced in working on MySQL, SQL Server and Oracle database environment
• Worked on User Administration and loading the data to ServiceNow instance using Import Sets on daily, weekly, monthly and on request basis
• Communicate with end users, identify their difficulties and change the applications as per their requirements. Good Documentation skills in capturing process workflow
• Oracle Applications Development experience in Oracle EBS, design, development, Support of 11i / R12 implementations, Upgrade from 11i to R12
• Flexible team player and ability to work inclusively within small to large teams or independently with Self-direction as required

PROFESSIONAL EXPERIENCE:

Confidential, Irving, TX

ServiceNow Admin/Developer

Responsibilities:

• Responsible for maintaining the accuracy and control over the Configuration Items (CI’s) and their inter-relationship within the Configuration Management Database (CMDB)
• Develop scripts on both client-side and server-side scripting to create business rules, UI policies, UI actions and data policies
• Increase overall awareness of configuration management processes to wider IT community
• Partnered with the teams in monitoring the performance and capacity of existing asset and configuration management and recommended improvement opportunities and fine tuning under change control
• Worked on Custom Application Development to create or edit organization specific applications and move them to the application repository to share them on other instances within the organization
• Worked on Content Management System to design the content pages with appropriate content types and content blocks
• Coordinated with Offshore resources and updated the daily Scrum status. Actively involved in daily Scrum meetings
• Designed and developed Employee Self-Service Portal, Order guide for Service Catalog, Knowledge base, create a Service Ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally
• Collect, produce, report asset and configuration management metrics, and dashboard elements
• Worked with clients to implement MID Servers for integrations and Discovery
• Perform asset data maintenance (daily, monthly, quarterly & annually processes). Respond to asset inquires received
• Created Web services (SOAP and REST Message), publish and provide Security Access to external systems using ServiceNow
• Worked on Service Mapping discovery flow to identify CI’s and finding CI connections. Ensure data integrity, accuracy and that all data requirements are satisfied
• Experience in configuring Discovery schedules and worked on discovery, setup MID servers to check for the connectivity
• Perform on-going asset validation routines. Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps
• Proactively work with Business Units to resolve hardware and software data discrepancies
• Configuration/Customization of the ServiceNow system, including creating workflows, Java Scripts, custom UI, groups, roles
• Implement service requests based on customer requirements using workflows to manage data flow from the customer to the support teams providing the service
• Utilized scripting tools and ServiceNow functionality to automate tasks being done in ServiceNow

Environment: ServiceNow Helsinki/Istanbul, JavaScript, Angular JS, HTML, CSS, XML, Web Services, REST, SOAP, Discovery, Service Mapping

Confidential, Atlanta, GA

ServiceNow Developer/Admin

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform
• Gathered requirements from stakeholders for attributes required to create Service Catalog items
• Accountable for producing Technical Design Documents that includes application architecture details
• Implementation of different Applications, Modules, Tables and Views as per client's requirement
• Configured the process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Level Management
• Created various workflows for Incident Management, Change Management and Service Requests
• Involved in migration between various ServiceNow instances using Update Sets loaded the data into ServiceNow using Import Sets
• Imported Configuration Items(CI’s) from third party applications using import set tables
• Responsible for Bug Fixes and new Enhancement for already implemented applications like Service Catalog and Service Level Management
• Integrated ServiceNow with a third-party product like Active Directory to store all the credentials and maintain security of the credentials
• Involved in discussions with other technical teams to analyze the business and technical requirements for ServiceNow, Web Service Owners and DBA
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases
• Created Data Sources for various external applications. Used import sets and transforms maps to import data into ServiceNow
• Involved in creation and modification of various business rules, client scripts, UI Actions, UI Policies
• Created Update Sets to migrate customizations from one instance to another instance
• Supported the IT team responsible for the implementation and administration of the ServiceNow installation including system configurations, gathered and documented user and process requirements
• Developed reports as per requirements from management

Environment: ServiceNow, CMDB, Java script, CSS, SQL Server, Crystal Reports 9.x, XML, SLM, Business Rules, UI Actions, UI Policies

Confidential

ServiceNow Admin

Responsibilities:

• Configured and customized of ServiceNow applications like Service Level Management, Incident and Change Management
• Made effective use of User Administration to create users, groups and assign roles to them
• Worked on import sets, transform maps and made appropriate use of coalesce for accurate field mapping
• Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization
• Analyzed technical and functional design requirements for ServiceNow
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as configuring users, company, site, location and other existing fields, support groups, assignment rules, categorizations, CI data, SLA
• Customized the user interface of Incident, Problem Management and Change Management Applications of Service Now using UI Policies and Client Scripts
• Worked on end to end implementation of CMDB module
• Prepared CMDB Logical Data Model Design which specifies the CI Types, Classes and Relationships contained in the ServiceNow CMDB
• Maintained the Configuration Items, modified the forms and form Sections
• Configured the IP Addresses to identify the undiscovered Configuration Items(CI’s) and insert them into CMDB
• Worked across IT and other operations divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements
• Extensive Implementation of end to end Service Catalogs, Knowledge Articles, Incident and Change Management
• Configured the UI Actions, UI Policies, Client-side scripting and Server-side scripting loaded, transformed, and maintained data between ServiceNow and other systems
• Worked with IT managers to generate views and reports
• Worked in an agile environment and implemented the changes required by the business owners on a regular basis
• Recommended best practices in migrating Update Sets to different instances and published a knowledge article on the same

Environment: ServiceNow, CMDB, Java script, CSS, Oracle 10g,11g, Crystal Reports 9.x, XML, SLM

Confidential

Oracle Applications Developer

Responsibilities:

• Developed Analytical Reports related to AR, AP, GL Modules
• Developed XML Print reports - AR Invoice, Cheque and Receipt Vouchers
• Registration of Concurrent Programs and defined Value sets
• Moved Concurrent Programs from one instance to another
• Created database objects tables, views, triggers as per the requirement. Expertise in SQL Developer, Developer 2K Reports
• Worked on SQL, PL/SQL, RDF, RTF BI and XML Reports, Forms and RICEW objects like Interfaces (Inbound and Outbound), Conversions, Extensions and Workflows
• Developed AP/AR/FA and GL Reports in BI Publisher
• Involved in integration of the data from Third Party Tool (HHT) with ERP which includes inbound interfaces integrated to GL and AR Modules
• Worked on Alerts as required by the client
• Used SQL *Loader program to load data from excel to custom oracle tables
• Involved in Technical Design Documentation MD.070
• Post Implementation Support by Working on Helpdesk to Resolve the Support Tickets
• Modified the existing loading procedures like Interfaces and data loading scripts
• Conversion of RDF reports to XML/BI Publisher
• Troubleshooted issues raised by client as part of Post Implementation Support
• Investigated for possible reasons of errors by studying underlying code, and scripting as needed to resolve issues
• Coordinated all the IT projects successfully by resolving release interdependencies

Environment: SQL developer, Oracle 9i/10g, 11i/R12, BI publisher, Oracle Report Builder, Oracle EBS, XML, Windows