SUMMARY:

• Over 6 years experience in providing ITIL and IT Service cManagement Solutions in IT infrastructure with expertise in the ITSM suite (Service Now) as a Service Now Consultant.
• Configured Applications using Service - Now tool used in ITIL Management. Deep functional and technical knowledge of the Service Now platform as well as experience in delivering medium to large-scale Service Now implementations.
• Experience in designing and implementing Incident Management, Problem Management, Change Management, Asset Management and Service Catalog.
• Experienced in Service Now platform as both Developer and Administrator.
• Developing Java Scripts and configuring workflows to implement additional features, customizations and enable the process flows.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Worked on IDE’s like Eclipse, Microsoft visual studio.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Experience in Manipulating, Loading and maintaining data between Service-Now and other systems.
• Adept at Angular JS to build Single Page Applications (SPA’s), Bootstrap to build functional design, layout and Responsive web design.
• Strong development experience and professional HTML5, CSS/ CSS3, JS and JQUERY and various Java and JavaScript design patterns, Web Services.
• Collaborated with team on implementing in Software Life Cycle phases like AGILE and estimating the timelines for projects.
• Familiar with Cross Browser Compatibility issues and Optimization for web.
• Experience in designing multi-tier web applications.
• Familiar with Software Manual and Automation Testing.
• Highly motivated, reliable analytical problem solver and troubleshooter with strong attention to detail.
• Demonstrated ability to complete projects in deadline oriented environments.
• Highly curious and passionate to learn about technologies. Adept at promptly and thoroughly mastering them with a keen awareness of new industry developments and the evolution of programming solutions.
• Explored various emerging JavaScript technologies such as Angular.js for future product and feature development.
• Ability to work in a collaborative team-environment and communicate status to both technical and non-technical project members.

TECHNICAL SKILLS:

Scripting Languages: JavaScript, VB Script

Databases/Tools: SQL Server, Oracle 9i/10g, Service Now.

Web Application Technologies: HTML, XML 1.0, JavaScript, JQuery, CSS, Web Services.

Web Technologies: HTML/HTML5, CSS2/CSS3, XML, XHTML, XSLT, JavaScript, AJAX, JQuery, AngularJS, Bootstrap

IDE's and Tools: Eclipse IDE/3.X, Notepad++, Apache Tomcat server 5.0

Publishing Tools: MS Office, Open Office

Operating Systems: Windows 2000, Windows XP (Prof), Windows 7, Windows 8, Windows 10, UNIX, MAC OS X, Linux

Database: PL/SQL (oracle), MySQL, MSSQL

Languages: C, C++, JAVA, SQL

PROFESSIONAL EXPERIENCE:

Confidential, Sacramento, CA

Service Now Developer

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Designed, developed, and maintained the report portal which provides user access to scheduled reports and report parameters.
• Provided user training, guidance and instructions for information retrieval from Oracle databases.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the Service-Now and report related issues.
• Involved in basic SOAP message creation and Web service implementation.
• Implemented Social IT and Chat Application for the end user support.

Confidential, San Jose, CA

Service Now Developer/Admin

Responsibilities:

• Moved data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defined Service Level Agreements SLAs, notifications, and reports.
• Integration of service now with LDAP for user authentication purposes.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Worked with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Writing Business Rules, Client Scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Configured SLA workflow for the advance SLA configuration.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Worked in production support for all the Service-Now and report related issues.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
• Created the UI pages to use them in catalog items, Implemented-using UI scripts.
• Worked 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.
• Wrote script includes invoking them in reference qualifiers or variable scripting
• Understand the functional business logic to implement into the report level to meet the user requirements.

Environment: Service Now, ITIL, JavaScript, Jellybeans, Web Services, XML, JQuery.

Confidential, Berwyn, PA

Service Now Developer

Responsibilities:

• Responsible to perform day-to-day administration of the Service-Now Tool Maintain business services and configuration item relationships in Service-Now tool.
• Designing solutions to enhancement requests by developing in JavaScript, Jelly and implementing workflows.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools.
• Develop necessary development documentation, as needed e.g. technical design, developer notes, etc.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles.
• Setting up Configuration Management, defining the CI classes and their relationships.
• Used JDBC and ODBC of Data Sources for setting up the configuration database in Service now.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Coordinates Service Catalog options, including cart controls, two-step checkout, and variables.
• Involved in developing workflow customizations, and performing quality assurance testing and user acceptance testing.
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.
• Responsible to provide a semi-managed service for administering their Service desks that has been implemented including various administration tasks within Service desk software.
• Worked on and worked on creation/modification of reports and procedure using PLSQL in Crystal report designer.
• Coordinates installation of Service Now upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs and new functionality, enhancements or error correction.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• 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.
• Quality Compliance of all Deliverables to Client, mentoring the team act as liaison between process team and the technical team.

Environment: Service Now, ITIL, JavaScript, Jellybeans, Web Services, XML, DHTML, JQuery, JSON.