PROFESSIONAL SUMMARY:

• Overall 6+ years of professional IT experience with4+ years of experience on ITSM applications.
• Experience working on ServiceNow as Administrator and Developer in different domains.
• Extensive experience on technical implementation of various ServiceNow modules such as Incident, Problem, Change, Asset Management, CMDB (Configuration Management Database), knowledge, Request, Service Catalog,Custom Applications and Integrations.
• Implementation of ITSM modules in ServiceNowusing ITILframework principles with strong understanding of ITIL V3, Deep functional and technical knowledge of Service Now.
• Experience in implementation and generating Business Rules, Script Includes, Data Dictionary, UI Actions, UI Policies, Client Scripts, UI Actions and Validations Scripts in ServiceNow using JavaScriptand Glide System.
• Extensive experience in creating and maintaining Access Control Rules(ACL) for securing and providing the right access to role based applications.
• Experience in configuring Email notifications in ServiceNow, Scheduled Jobs, Script Actions, and Events for any scheduled actions.
• Experience in Configuring existing workflows and creation of new workflows using ServiceNow graphical workflow editor.
• Designing of various Service Catalog items using Designer and Record Producers and Defining workflowsfor the Catalog items, Approvals and Dynamic tasks in ServiceNow
• Knowledge in configuration of CMDB (Configuration Management), Asset managementand use of Discoveryand MID - Server installation in ServiceNow.
• Development of Service Portal for all ESS users using UI Pages, UI Macros, Dynamic Blocks, HTML, CSS, JavaScript and Bootstrap.
• Expertise in doing CMDB bulk data loading using transform maps and transform scripts.
• Worked on integration of ServiceNow with External Authentication systems LDAP and SSO.
• Creation and maintenance of Critical Incident Reports and User Administration.
• Extensively worked on Business Objects Administration. Uploaded the reports and created users and groups and setting the rights on them using Central Management Console (CMC).
• Experience working in third-party integrations using SOAP and REST web services, handling XML and JSON data.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes. Implementation and Enhancement of projects.
• Experience working with Waterfall, Agile and Scrum methodologies.
• Experience in developing, web based and standalone applications in J2EE technologies.
• Experience in web development and application development using HTML, JavaScript and CSS, J2EE.
• Very Good organizational, communication and documentation skills.
• Ability to work independently and as part of a group.

TECHNICAL SKILLS:

ITILITSM Tools: Service Now, Geneva, Fuji, Eureka, Jira,JavaScript, HTML and CSS.

Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, JDBC, J2EE Servlets 023. AndJava Beans

Scripting Language: Java Script, JQuery, Jelly, Ajax, and JSON.

Software Methodologies: SDLC, Agile, and Waterfall

Web Technologies: HTML, CSS, XML and Bootstrap

Application & Web Servers: Apache Tomcat

IDE: Service Now, Jira,Eclipse, Siebel, PL/SQL Developer and Visual Studio.

Databases: Oracle, My SQL 2005

Operating Systems: Windows XP/7-08, 10

WORK EXPERIENCE:

Confidential

ServiceNow Developer

Responsibilities:

• Worked on development of Service catalog - catalog items, record producers, requirement fulfillment processes, designing workflows
• Upgraded Servicenow from Helsinki to Kingston
• Responsible for on-going enhancement and maintenance of the ServiceNow platform.
• End to end Implementation of password reset.
• End to end implementation of service portal.
• Worked on Asset Management and loaded the data into it.
• Involve in migration between various environments in ServiceNow using update sets and import sets
• Technical support to other team members
• Troubleshoot issues, including creation/follow-up
• Regularly monitored the instances administration to make sure that all the instances are in sync with each other.

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Involved in redesigning the workflows using ServiceNow. Workflow editor
• Create and use update sets to move customizations between systems.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Build the forms as per the requirements to meet the business needs.
• Worked in Agile methodology environment.
• Good knowledge in scripting to write the Business rules and Client scripts.
• Designed the form layout and modified the user interface using UI Actions and UI Policies.
• Developed new service catalog items and fix bugs in incident and change management.
• Has been part of end user self - service portal management.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Customization of service portal Home Page using various widgets and Gauges.
• ServiceNow Administration and Production support including maintenance of lower environment instances, lower life cycle instances.
• Worked with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc. in ITIL/ITSM V3 processes.

Confidential

ServiceNow Administrator

Responsibilities:

• ServiceNow Administration and Production support including maintenance of instances.
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes
• Worked on Workflow Administration, Reporting, Form/UI configurations, Notifications, Data Imports, Custom Scripting
• Created data sources and loaded the Service - Now tables with different data formats.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement in ServiceNow.
• Grant the necessary system and object privileges to the respective users and roles.
• Technical support to other team members
• Troubleshoot issues, including creation/follow-up

Confidential

ServiceNow Developer / Administration

Responsibilities:

• Provide day to day support in resolving production support issues.
• Participated in Service - Now Quick start Implementation process and worked with Service-Now in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Responsible for developing technical solutions on the ServiceNow platform to satisfy the business needs of the IT department.
• Managed Projects /tasks activities using Agile /Scrum within ServiceNow.
• Participated in Project management / planning discussions, tasks and activities.
• Identified critical paths, critical tasks and identified strategies/ solution in mitigating them.
• Configured domains to separate company data in a multi tenancy environment.
• Configured Business rules, Filters, UI & Data policies specific to each domain.
• Have created categorizations/ Choice lists specific to each domain/ company.
• Create, develop, and implement workflows, custom reports.

Confidential, Minneapolis, MN

ServiceNow Developer / Administration

Responsibilities:

• Currently Involved in ImplementingHelsinki.
• Create new service catalog requests and items with variables and variable sets.
• Developed UI Appearance for Service Catalog Requests
• Involved in Designing, Development and Implementation of CMS Web Site.
• Customization of Home Page using various widgets and Gauges.
• Imported Configuration Items (CI) from third party applications using import set tables
• Creating Various UI Policies and UI actions for alerting a user if a particular action is performed.
• Maintains service catalog, workflows, business rules as per ITIL standards
• Developed service now for the client from core configuration
• Used Record Producers to create Incident and Change.
• Customizing Change management with different tasks and approvals at desired stages.
• Worked on inbound email actions.
• Creation of update sets, export the update sets, and retrieve the update sets
• Migration of changes from one instance to other using update sets
• Regular interaction with service owners, CI owners, etc. strictly followed ITIL standard framework to implement changes
• Worked on different modules such as incident, change, contract, service catalog, knowledge, self - service.

Confidential, Fremont, CA

ServiceNow Developer / Administration

Responsibilities:

• Currently Involved in ImplementingFuji and Geneva. Working on sub production instances Go - Live target is June.
• Implemented ITIL process including incident, problem, change, knowledge and CMDB for better ITSM on Service-Now.
• Responsible for Service-Now Administration, Discovery, CMDB design, process design, LDAPS integration, data imports, tool customization, troubleshooting, business rules, update sets, script analysis and RCA
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Identifies and Recommends the ITIL v3 methodologies to delivered technical methodologies around the ServiceNow platform.
• Responsible for the development of change management using workflows, Business rule and client customization scripts. Automation of approvals and Change process was achieved by using task based approach with Run scripts in workflows and business rule and client scripting on the Record.
• Have developed the Workflow required for the creation of Knowledge article from submit to Approvals& process design for Incident and Problem management.
• Have worked on Email Notification to be handled in best possible way.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Created various front end forms.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Created various SLA as per client requirement with the Incident Management applications.
• Worked on REST API as a third party application for Integration.
• Relationship mapping of CIs, ongoing troubleshooting of CMDB/CMS, data integration projects
• Created Update sets to migrated customizations from one instance to another instance.
• Extensively worked on integration withJIRA in service now.

Environment: Service Now Fuji/Geneva, Webservices, SOAP, XML, HTML, ITIL, SCRUM, Asset Management, Incident Management, Problem Management, HTTP, Java scripts, Jelly Script, REST, Workflows, SDLC.

Confidential, Seattle, WA

ServiceNow Admin / Developer

Responsibilities:

• Document development work as needed for implementation in Fuji (i.e., User Stories, Development and Scripting documentation, Status, etc).
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Written script includes and invoked them in business rules and client scripts.
• Developed Custom Application, Configured ACLs,Build reports, gauges, and home pages.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plan.
• Created and edited knowledge articles such as a policy or release notes to share information across the organization.
• Developed various workflows for Catalog Items and Change Management Process
• Create new service catalog requests and items with variables and variable sets.
• Create and use update sets to move customizations between systems
• Search, populate, and customize the knowledge base
• Integrated LDAP directory to streamline the user login process to automate the administrative tasks, such as creating users and assigning them roles.
• Communicate technical problems and solutions to both technical and non - technical audiences.
• Writing Catalog client scripts and UI policies to make client side changes.
• Created Buttons and context menus both on form and lists using UI actions.
• Advise on options, risks and impacts on business processes and technical solutions.
• Worked on third party Web Services using SOAP Messages.
• Created UI Actions on the forms and given ACL's to the users.
• Participate productively in a Collaboration process as part of an agile scrum team.
• Strong understanding of ITIL and Service Management.
• Involved in writing of JavaScript, Jelly Script, and JQuery.

Environment: Service NowFuji, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, CMDB andXML

Confidential

ServiceNow Developer

Responsibilities:

• Worked with clients to assess current state processes and tools defined Service Now requirements and developed and configured the ServiceNow platform.
• Worked on CMDB and Asset managementPerformed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• 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. develop new service catalog items and fix bugs in incident, problem and change management.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Managed ITIL Processes monitoring, overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Involved in creating new groups and adding users to the groups in ServiceNow.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.

Environment: ServiceNow Eureka/Dublin, CMDB, HTML, CSS, JavaScript, Web Services, ITIL, LDAP, SOAP, XML.

Confidential

ServiceNow Developer

Responsibilities:

• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• 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 new Business Rules/Script Includes/Client catalog script/Client Script.
• Creation of Incidents and Service Requests for supported applications. First point analysis on tickets and assigning them to service line based on scope.
• Configured chat functionality for Service Desk ticketing queue and worked upon modules like Facility and HR Management.
• Created transform maps for importing CMDB data.
• Used MS Excel to create tasks in developer mode using Visual Basic for applications (VBA)
• Written script includes and invoked them in business rules and client scripts.
• Took active part in data modeling and developed metrics reports as per requirements.
• Imported many CI's using import set tables and Imported Active Directory to Service now using data sources.
• Also worked on Asset Management and loaded the data into it.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: ServiceNow Calgary/Dublin, CMDB, VBA, Siebel, MS Excel, HR Management, HTML, CSS, JavaScript.

Java Developer

Confidential

Responsibilities:

• Involved in the analysis, design, and development and testing phases of Software Development life cycle.
• Involved in business requirement gathering and technical specifications.
• Implemented J2EE standards, MVC architecture using Spring Framework.
• Involved in building the Web Application using the Spring Framework by creating the DAOs.
• Implemented JSP and to design the user interface.
• Used Struts, JSP, Java Script, HTML, and CSS for manipulating, validating, customizing, error messages to the User Interface.
• Extensively used Core Java such as Exceptions, and Collections.
• Presentation Tier is built using the Struts framework.
• Used EJBs (Stateless Session beans) to implement the business logic.
• Involved in writing the ANT scripts to build and package and deploy the application.
• Developed the test cases using JUnit for unit testing.
• Wrote Web Services using SOAP for sending and getting data from the external interface.
• Backend application layer is implemented using EJB (Enterprise Java Bean) in Weblogic Application Server environment.
• Created Stored procedures using PL/SQL for data modification (Using DML insert, update, delete) in Oracle.
• Interaction with Oracle database is implemented using Hibernate (ORM).

Environment: PL/SQL, JSP, JavaScript, J2EE, HTML, CSS, SOAP, MVC, EJB’s, Struts