SUMMARY:

• Over all 8+ of extensive IT experience in all the SDLC phases including requirement analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications and on IT Infrastructure Library using ServiceNow platforms in Health Care, Financial and Banking related applications. 5+ of experience as a ServiceNow Administrator/Developer in Designing, Configuring, Administering, implementation, Scripting, Customization, Deployment and Integration of the ServiceNow ITSM platform.
• Development and production support experience adhering with SDLC processes like Waterfall, Agile, and Test - Driven Development.
• Strong understanding of ITIL/ITSM V3 processes.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Well versed with Scrum and agile methodology.
• Having extensive experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, and Configuration Management.
• Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.
• Experience in developing custom developed applications using ServiceNow.
• Good experience in working with Java Script, CSS, HTML and HTML, Angular JS.
• Followed best practices of ServiceNow in developing and customizing Business Rules, Scripting (Includes UI Policies, Catalog Client Scripts and Client Scripts and Scheduled Jobs.
• Extensive experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Experience in working with Workflows, Import Sets, and Update Sets .
• Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Strong skill set in the Service-Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, and CMDB.
• Good knowledge of CMDB and Asset Management services: Business Services and Configuration item relationships.
• Expertise in Design and development of CMDB (Configuration Management) in ServiceNow.
• Experience using DISCOVERY to load configuration information to CMDB.
• Good understanding on Service Watch and Mapping Techniques.
• Hands on experience in creating customized Reports using Performance Analytics.
• Experience in Using ServiceNow Performance Analytics Module, created Data sources, widgets and Gauges.
• Experience in creating the homepages, widgets in help with the administrator using ServiceNow performance Analytics tool.
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Developed business requirements and technical design documents for implementing Service-Now.
• Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table record.
• Experience in Integrating ServiceNow with External Web services and LDAP server.
• Experience in working with Content Management System (CMS) and Self-Service portal using Jelly Script and UI Macros.
• Experience in Integration of ServiceNow with Okta for SSO in the Cloud.
• Create an access control rule (ACL), Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
• Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance.
• Good Understanding of Remedy Mid-tier system, Web Services, Crystal Reports .
• Extensive knowledge of creating and using Remedy workflow such as Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, Escalations etc.
• Working experience with relational databases like Oracle, MS SQL Server, My SQL .
• Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JSON, AJAX, Require JS , Bootstrap and XML.
• Research and deploy new releases and/or enhancements into the ServiceNow environment.
• Strong team player, ability to work independently and in a team, as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

TECHNICAL SKILLS:

ITIL: ITSM, ITIL, ServiceNow, CMS, BMC Remedy, JIRA and LDAP

Programming Languages: C++, HTML, CSS, Angular JS, Java Script, jQuery, SQL, and PL/SQL.

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Databases: Oracle 8.x/9i/10g/11g, MySQL, SQL Server

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

DETAILS OF PROFESSIONAL EXPERIENCE:

Confidential, Durham, NC

ServiceNow Developer/Admin

Responsibilities:

• Designing Technical Specs pre-development and updated post Development. Developed the business logic based on the requirement.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in ServiceNow.
• Hands on experience with Eureka, Fuji, Geneva, Helsinki and Istanbul.
• Consulted Enterprise Infrastructure & Application colleagues and end users to propose effective, process and solutions to increase and enhance productivity.
• Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.
• Involved in customization of UI policies/ UI actions for a Catalog Tasks as well as Incident Management.
• Worked on SSO (Single Sign-on) Implementation and LDAP Integration.
• Experience in Integration using REST, SOAP, SSO, LDAP and Active Directory.
• Configured SAML 2.0 Single Sign-on authentication, OKTA Single Sign-on authentication.
• Expert in providing enterprise Single Sign-On (SSO) solutions and integration of applications using OKTA & ADFS.
• Created new program Dashboard which consolidated data such as Risks, Issues & Key Milestones using Helsinki .
• Created homepages including basic reporting, gauge configuration and dashboards .
• Manage requirements and reviews on Workflow, Performance Analytics, Visual Task Boards, and Reporting, Homepages in ServiceNow.
• Regularly performed Performance Analytics to check the number of tickets resolved.
• Experience in working with Content Management System (CMS) and Self-Service portal using Jelly Script and UI Macros.
• Designing service portal in using HTML, JavaScript, and AngularJS.
• Involved in designing, development of 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.
• By using Helsinki, submitted project status reports on a regular basis by building a custom table
• Worked on Angular JS for loading templates on a REST services.
• Performed load, manipulate and maintain data between ServiceNow and other systems.
• Worked with ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, and Incident Templates.
• Created Inbound email actions to process the incoming emails either to do a record action or to send a reply email.
• Configured and Involved in the Service Mapping, Service Watch Modules HR Case Management.
• Involved in performing scheduled cloning operations.
• Performed regular data audits and resolved identified issues.

Environment: ServiceNow Helsinki, HTML5, OKTA, Incident management, LDAP, BMC Remedy, REST, SOAP, XML Business Rules, Script Include, Client Scripting, Jelly Scripting, Change management, Service Level Management Java Script, MS SQL Server, Windows 7.

Confidential, Herndon, VA

ServiceNow Developer

Responsibilities:

• Developed an understanding of implication of performance, security and best practices for coding and code structure.
• Involved in creating users, groups, roles and load the data to ServiceNow using import sets on daily, weekly or requirement basis.
• Monitored and performed ServiceNow admin activities which involve user and group administration .
• Created Applications, Modules, tables, Columns as per the requirement specification in ServiceNow.
• Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.
• Worked on different areas of scripting in ServiceNow and have created different configuration records like background scripts, fix scripts, UI scripts, Script Include, Transform Scripts, Script actions, inbound email action scripts etc.
• Creation of Email Notifications and Inbound Actions and Customizations Migration between Instances using Update Set .
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Integrated KPI's and Excel Reports data on Dashboard pages
• 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.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Worked on scheduling the report generation in ServiceNow as per the requirements.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap web services, CSS, HTML5 .
• Worked with ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, and Incident Templates .
• Automated HR Training compliance process by creating custom application, workflows with orchestration activities.
• Created, Developed and implemented HR cases for automated HR processes, such as employee on boarding and off boarding.
• Experience with Service Portal creation and maintenance and well versed in AngularJS scripting as well as CSS.
• Configured and Involved in the Service Mapping and Service Watch Modules.
• Worked on Glide AJAX and Glide Records for scripting and UI actions.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.

Environment: ServiceNow Fuji, HTML5, Client scripts, Work flows, UI policies, Catalog items, Business rules, Reports, Java Script, MS SQL Server, Windows 7.

Confidential, Memphis, TN

ServiceNow Admin/Developer

Responsibilities:

• Customized UI Appearance for Incident, Problem, Change and Project Management Application, which is simple, intuitive and easy to use.
• Configured the email inbound actions that triggers incident with an email.
• Verifying Email logs and troubleshooting on emails with issues.
• Scheduling the reports at some time in different formats like.PDF, Docx and landscape.
• Scheduling jobs using JavaScript that runs at periodical time.
• Configuring SLA’s using SLA definitions for Incident, Catalog Tasks and Catalog Items.
• Configured Service Level Agreements (SLA’s) to define certain levels of services to incident management and Service catalogs.
• Added the dictionary entries to be listed out in incident list view.
• Configuring Catalog items and adding them to Employee self-service page.
• Adding UI policies and UI actions to achieve customer requirements.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes.
• Performed technical validation and testing to ensure requirements are satisfied with sample data.
• Recommended improvements or changes to technical and functional designs where appropriate.
• Created Web service integration for external system to Create or Search records on CMDB CI table.
• Built service watch dashboards in Service watch.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Worked on the internal portal for accessing all the business services by using ServiceNow Content Management Application.
• Experience with Service Portal creation and maintenance and well versed in AngularJS scripting as well as CSS.
• Involved in designing the portal and showcasing it into a user-friendly environment.
• Create ServiceNow reports and dashboards.
• Responsible for gathering the requirement from the client and using scrum process we used to divide the work.
• Managing the standards in Queue management and assigning the tickets/tasks in an order.
• Responsible for access control, security, minor enhancements such as form or workflow editing.
• Providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Responsible for on-going enhancement and maintenance of the ServiceNow platform.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications.
• Performed Load, manipulate, and maintain data between Service-now and other systems.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Worked with client and management to resolve issues and validate programming requirements within their areas of responsibility.

Environment: ServiceNow Fuji, Incident, Change, Problem, Configuration, Knowledge, Asset management, Service catalogs, Client scripts, Work flows, UI policies, Catalog items, Business rules, Reports, Email notifications, Service Level Agreements (SLA’s), HTML, CSS, XML, JavaScript, Windows.

Confidential, Bentonville, AR

ServiceNow Developer

Responsibilities:

• Gathering the requirements from the customers and preparing the documents and taking sign-off before starting with the development process.
• Prepared SMR (Senior Management Review) Dashboard and presented to Vice President and Director by facilitating weekly project status review and monthly delivery management review.
• Maintained the On-call rotations order for avoiding the conflicts.
• Involved in designing, development of 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.
• Good understanding of Helpdesk / Service Desk and hands-on experience of employee Self-service Portal(SSP) customizations.
• Understood the Service Desk and worked on developing the Employee Self Service Portal (ESS) using Content Management.
• Designed an Enterprise level service catalog items that offers a collection of services.
• Involved in Designing, Development and Implementation of Service Catalog forms.
• Involved in customization of UI policies/ UI actions for a Catalog Tasks as well as Incident Management.
• Good experience in developing workflows and in customizing the applications in ServiceNow using JavaScript, AJAX, Angular JS, HTML and DHTML
• Developed and executed the Schedule Reports and Schedule jobs.
• Created excel format in project management with the help of UI Pages using Jelly script.
• Developed complex workflow for On-boarding/ Off-boarding forms.
• Created update sets for configuring in different instances i.e., test, dev and production instances.
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents.
• Scheduling the Discovery to identify the computers/network devices and tracking the devices.
• Experience on Support , Customization , VPN Setup , Mid - Server configuration.
• Designed and developed the activity stream for ITIL users where they can verify the notifications such as ticket/task assignments, Emergency information.
• Linking the relation between short description, category, and sub-category to avoid the time lag to the users.
• Involved in writing of CSS, HTML, XML, JavaScript, Jelly Script, and jQuery.
• Configure the schedule jobs that helps to run the discovery schedules using Java scripts. SSO using web-services (SOAP/REST) in integration.
• Configuring and Retiring of assets using customer request.
• Configuring Service level agreements (SLA’s) to Incident/ Request/Task.
• Met all service level agreements (SLA’s) and delivered all significant result and deadlines.
• Having production support experience with quickly problem-solving capabilities
• Coordinated with Offshore resources and updating the daily scrum status.
• Actively involved in daily Scrum meetings.

Environment: ServiceNow Eureka, Service Catalog Workflows, Catalog client script, LDAP, SSO, Business rules, CMS, Change management, Problem management, Knowledge management, JavaScript, Jelly script, Procurements, Reports, Service Level Management.

Confidential

Software Development Engineer

Responsibilities:

• Developed Enterprise JavaBeans (EJB) to ease the implementation and deployment of the application components.
• Developed UI with Servlets and HTML, JSP.
• Used JavaScript for form validations and field level validations.
• Involved in coding Java, JDBC and Servlets interact with client and database.
• Involved in writing procedures, complex queries using PL/SQL to extract data from database and to delete the data and to read the data from Oracle database.
• Performed Unit Testing using JUnit for the modified codes.
• Involved in client interaction as well as client demonstration.

Environment: Java, EJB, JDBC, Servlets, JSP, Eclipse IDE, HTML, XML, JavaScript, BEA Web Logic, Oracle, Internet Explorer, Windows.