SUMMARY:

• 8 Years of experience in Information Technology with a focus on service delivery and more than 5 years of experience in ITSM and ITIL operations.
• Expertise in developing Multi - tier applications using ServiceNow and Java Applications using Webforms, Agile/Scrum.
• Experience in Designing , Developing , Configure , Customizing & Administrating ITSM suite of applications.
• Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Design and develop applications within the ServiceNow environment to include modifications of applications , forms , interfaces and required customization to support ITIL processes. Involved in ServiceNow with third party integrations.
• Used Agile/Scrum methodology (standup meetings, story boards, sprints) to complete the projects.
• Pleasant experience with HTML5, CSS3, VBScript, JavaScript, XML, ActiveX technologies and various database access technologies.
• Excellent knowledge of all the phases of software development life cycle (Requirements gathering, analysis, design, development, testing and implementation).
• Experience on Third Party Web Services Integrations with the ServiceNow.
• Proficient in analysis and design in the RDBMS environment and experience in developing PL/SQL Packages, Stored Procedures, Triggers, Functions, Views.
• Expertise in architectural design, development and implementation of applications for various business areas like Trading, Health and Beauty, Insurance, Business, Airlines and other industries with more concentration on the designing of systems using Visio, UML, and Rational Rose.

TECHNICAL SKILLS:

Operating Systems: Redhat Enterprise Linux 4 & 5, Sun Solaris 9 & 10, Windows Family.

Applications: MS Office 2003, 2007 and 2010.

Web Technologies : JavaScript, Ajax, XML, XSL, AngularJS, HTML, XHTML, CSS, AJAX, ASP, ASP .NET. Jelly.

Database: Oracle 9i/10g/11g, MSSQL 2000/2005/2008 R2, IBM DB2, MySQL.

Programming Languages: C, C++, Java, C#, PL/SQL.

Web/Application Servers: Apache, Tomcat, JBoss, Weblogic, Websphere, IIS.

PROFESSIONAL EXPERIENCE:

Confidential, Newyork, NY

Sr. ServiceNow Admin/Developer

Environment: Windows 7, Istanbul and Kingston Release of ServiceNow.

Responsibilities:

• Worked on CMDB Query Builder to build CMDB CI reports for multiple relationship levels.
• Worked on Discovery integration tools like SCCM and ADDM.
• Worked on CMDB, Schedule jobs, Creation of custom Probs and Sensors and medications.
• Worked on CMDB, Asset management, Incident management, Problem management, and Change management.
• Involved in integration of components LDAP and Mid Server installation and configuration.
• Provided production supports for ITSM applications, and ITOM Discovery issues.
• Configured Email Notifications and Alerts for the specified events in the system.
• Involved in the upgrade from Istanbul to Kingston version.
• Created homepage and dashboard for CMDB CIs.
• Involved in the foundation data of organization like User, Groups, User roles.
• Developed custom Catalog Items for the new services.
• Created custom Business Rule, Client Scripts, Script Includes, UI actions, UI policies, Workflows, ACLs, SLAs and Custom Forms.
• Involved in the migration of other developer customization to higher level instances.

Confidential, Lebanon, NJ

Sr. ServiceNow Admin/Developer

Environment: Windows 7, Helsinki/Istanbul Release of ServiceNow, HTML5, JavaScript, SCCM, ADDM, Ariba, CompuCom integrations, SOAP and REST Webservices, SCRUM.

Responsibilities:

• Worked on CMDB related integrations like SCCM, ADDM, Ariba, CompuCom and Alabet tools.
• Created Dynamic workflows and Modified Legacy Workflows to automate the process.
• Developed Custom Applications from scratch level.
• Worked on CMDB, Asset and Purchase Order developments from scratch level.
• Worked with Hi ServiceNow for high priority tickets.
• Involved in the Sprint planning, Sprint calendar, Requirements Gathering, show me sessions and promoting to the production.
• Involved in the story review’s meetings after development completed for Functional and Technical Risks on the environment.
• Built or modified existing UI Macros with Jelly script.
• Worked on Incident, Change, Problem and Request application enhancements.
• Involved in the LDAP directory integration and Mid Server configuration and installation.
• Involved in Data Integration and Access Control Lists process with ServiceNow for Single Sign-on (SSO).
• Worked on SOAP and Email integrations with ServiceNow for Incident management.
• Worked on Knowledge base and created process articles.
• Design and developed Dynamic catalog items for process owners.
• Design & Developed Homepages and Dashboards.
• Designed Custom Email Templates for the applications.
• Monitor the Maintain Schedules for the maintain window on the Configuration items .
• Developed Order Guides for the catalog items and display catalog items based on complex condition.
• Provided production support to end user on high priority tickets and worked as production support contact person for onsite.
• Performing User Management and troubleshooting user related issues and performance issues.
• Developed client scripts, UI scripts, UI policies, ACLs, SLAs, Script includes, Business Rules & Transform scripts for the enhancements.
• Provided Material and Conducted User Trainings for new users.
• Involved in the meetings to give the Hinge Level Designs of the projects.

Confidential, Raritan, NJ

ServiceNow Admin/Developer

Environment: Windows 7, Geneva/Helsinki Release of ServiceNow, HTML5, JavaScript, JSON, SOAP, WebServices, MS SQL Server, Integration, SCRUM.

Responsibilities:

• Worked for Geneva upgrade by doing analysis, estimating the upgrade duration, resource planning, and release/migration planning including root cause analysis & bugs fixing.
• Worked in Remove CI relationship (CMDB) project when CI marked as Decommission state to remove all CI relationships after validations being done.
• Involved in requirement gathering, designing, sprint planning, and divided the user stories among the team.
• Worked on integration of Change Management & Service Request Management (SRM) to display catalog item variables on the change request form .
• Worked with Hi ServiceNow team for Chat window and Knowledge Base issues.
• Developed UI Macros for Content Management System using Jelly Script and Web technologies to display content on the Employee Self Service Portal (ESS).
• Created Catalog Items based on user regions and languages.
• Worked on ServiceNow Orchestration on workflow management to automate the ticket process.
• Designed and developed scripted SOAP web service integration with IDMS (information data management system).
• Performed Data migration of CI Attributes for CMDB and Asset Management using import set Management .
• Developed Data policies for the web service integration projects.
• Performed Regression testing activities for developments in ServiceNow.
• Designed and developed Email (SMTP, POP3) and SOAP integration for Security Incident Response Management Application.
• Configured Custom and Standard Workflows to perform the business applications events, email alerts etc.…
• Designed and created technical & functional documents .
• Working on System Diagnostics application to maintain and find the system health condition.
• Creating and configuring the Baselines for the Configuration items for the change requests.
• Perform the Data Loading operations for the large data, creating Transform Maps and data source.
• Provided impact analysis for plug-in activation & code reviews for update set migration.
• Developed client scripts, UI scripts, UI policies, ACLs, SLAs, Script includes, Business Rules & transform scripts based on requirements.

Confidential, Auburn Hills, MI

ServiceNow Admin/Developer

Environment: Windows 7, Eureka and Fuji Release of ServiceNow.

Responsibilities:

• Developed functionalities based on User Stories using proactive method in Agile SDLC.
• Proactively worked as a production support lead for managing incident and problem tickets by providing route cause analysis for resolution.
• Developed several types of Email Notifications and Mobile notifications messages for different languages (Spanish, Portuguese, French and Italian).
• Worked on standard, legacy & dynamic workflows by defining events, email notifications, approvals, and tasks etc…
• Developed Client Scripts, UI Scripts, UI policies, SLAs, ACLs, and Business Rules for business requirements.
• Worked on Knowledge management and created process articles.
• Created Scheduled Jobs for data imports and extracts for IAM (Identity Access Management), Incident Management and Change Management.
• Developed transform maps and scripts based on critical requirements and replicated records while performing the data load operations.
• Developed Risk Assessment process of Change Management module.
• Involved in the ServiceNow Orchestration process on Incident, change modules.
• Worked on Integrations such as LDAP ( Active Directory) servers (SAML 2.0), PDM (Personal Data Management), and IAM (Identity Access Management) tools.
• Performed Upgrades and Cloning operations.
• Utilized Angular JS framework to bind HTML template (views) to JavaScript object (models).
• Generated reports for weekly, monthly and published them on demand.
• Involved in the enhancements of Incident Management, Configuration & Asset Management, Release management, Project Portfolio & Project management and Change Management process.
• Involved in the CAT testing to perform system functionality after customizations and development.
• Developed Catalog Items for four regions (NAFTA, LATM, EMEA and APC).
• Created and configured Routing Rules to route the tickets to help desks.

Confidential, Texas

ServiceNow Developer

Environment: Windows XP, Aspen and Berlin Release of ServiceNow, JavaScript.

Responsibilities:

• Worked within a team of ITSM process managers and ServiceNow administrators to implement and support all ServiceNow ITSM modules.
• Included the development of ITSM processes and designing workflows within the tool.
• Analyzing System, Business and Data Processing Problems as required implementing and improving the ServiceNow computer system.
• Analyzing of user requirements and current procedures to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap.
• Responsible for continuous review of new ServiceNow modules, as well as other commercially available software, to ensure the ITSM process tools remain state-of-the-art.
• Involved in the ITSM manager’s team meetings to understanding of ITIL/ITSM processes.
• Developed applications from business requirements and/or technical design documents.
• Developed and managed tests application code, user interface and third-party integration components using prescribed application development guidelines.
• Involved in process and technical solution options, risks and impacts.
• Always ensured quality work product.
• Managed multiple and often conflicting tasks effectively prioritizes.
• Thorough experience in Recognizing and Reporting Issues before they adversely impact the project schedule.
• Created Time Management in meeting SLAs and OLAs.
• Created and maintained process documentation for the team and users.
• Developed test cases for functional and regression testing.
• Worked in 24/7 wire call support as part of team rotation and was involved in Offshore and Onshore working model.

Confidential

Java Developer

Environment: Struts Framework, Hibernate, Servlets, JDBC, JSP, JUnit, Ant, ClearCase, Apache Tomcat 5.5.0, Log4j, Java Script, AJAX, HTML, Oracle, Eclipse.

Responsibilities:

• Involved in analysis and gathering of system requirements and in design phase of the project.
• Developed UI, presentation layer using HTML, JavaScript, AJAX Tools and Java Server pages in Struts Framework.
• Developed MVC architecture application for developing UI, Business Logic and required Actions to access the database using Struts, JDBC and Oracle.
• Used Hibernate Framework to develop data access layer.
• Developed Database tables, Stored Procedures, Views and improved throughput of application using optimizing queries.
• Used Struts validation frameworks for doing validation of form data.
• Adapted DAO (data access object) design patterns access data object from service layer.
• Used Web Services to communicate with other platform by using SOAP protocol.
• Involved in writing the ANT build scripts to clean build and deploy the application.
• Performed unit testing by using JUnit Framework.
• Used ClearCase as version control and Apache Ant build tool for building and deploying the application on Apache Tomcat 5.5.0 server.
• Developed logging events by using Log4j logging frame work.