SUMMARY:

• Result - driven IT Professional with 8 + years of experience as ServiceNow Developer & Administrator in Configuring Applications using ServiceNow tool and ITIL Management.
• Well versed on with SDLC processes and Waterfall, Agile, Test Driven Development methodologies.
• Highly skilled in deliver ing end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Successfully executed three ServiceNow implementations.
• Strong understanding of ITIL V3 with functional & technical knowledge of the ServiceNow platform to deliver medium to large-scale ServiceNow implementations.
• Hands on experience on various IT Services modules of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, Integration with Web Services.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Extensive knowledge and experience in implementation and administration of ServiceNow Asset Manager.
• Experience with various web technologies (JAVA Script, Jelly, XML, HTML, AJAX, CSS, HTTP) and Web Services.
• Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, REST, JSON and ODBC.
• Good experience in web development and application development using HTML, JavaScript, CSS and J2EE.
• Hands on experience in software analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications using Java/J2EE technologies.
• Expert Confidential driving the adoption and enforcement of Scrum rules, removing impediments and fostering self-management.
• Implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills
• Skilled in Agile techniques such as SPRINT planning, Product Backlog management, Agile estimation, daily SCRUM, metrics such as Burn-down & Velocity charts, Sprint summary report, Sprint review/retro meetings etc.
• Versatile team player, with excellent analytical & communication skills with ability to quickly adapt to new technologies and project environment .

TECHNICAL COMPETENCIES:

ITIL: ITSM, ServiceNow

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

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML

Software Methodologies: SDLC, Waterfall, Agile, Kanban, Scrum

Database: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

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

IDE: Eclipse, Net Beans

Version Control Tools: CVS, SVN

PROFESSIONAL EXPERIENCE:

Confidential, St. Louis, MO

Sr. ServiceNow Developer/Admin

Responsibilities:

• Analyze end user requirements and worked closely with team lead and Business analysts in understanding the current ServiceNow system.
• Lead development & implementation of Global Security Governance, Risk and Compliance (GRC) methodology, program, processes and technologies.
• Develop and provide training on GRC processes and technologies to stakeholders.
• Key contributor in the Continuous Improvement of Global Security GRC capabilities.
• Involved in Process improvement and re-engineering, business requirements gathering and process flowcharts
• Worked on Service Catalog, Incident Management, GRC, Configuration & Change Management and Release Management with far reaching learning on Content Management System.
• Maintained the necessary development documentation as needed (ex: technical design, developer notes etc.)
• Worked on Service Catalog, Incident Management, GRC, Configuration & Change Management and Release Management with far reaching learning on Content Management System.
• Implemented and maintained the ServiceNow platform to meet the business processes and support ITIL.
• Worked on designing & customizing new applications and modules as per the requirements.
• Development of requirement integration components (SSO, LDAP, SOAP).
• Worked in coordinating all the changes through ITIL based change management practices.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Populated users into the system using LDAP integration and worked closely with ServiceNow team and Infrastructure team to facilitate this integration
• Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation.
• Troubleshot ITSM issues and Integration related work such as CMDB, LDAP and Network Automation.
• Manage the Configuration Management Database, design and update process by partnering with all stake holders.
• Produce d Quarterly reports for Service Assurance baselines.
• Provide build/release and use of Change management to deliver quarterly release of applications in the production environment.
• Help ed the Product Owners to come up with set of stories for better understanding for estimate and development.
• Collaborate with team members to identify problems, impediments, dependencies, and other team dysfunctions, and then facilitate quick resolution.
• Facilitate Backlog Grooming, Scrum Planning, Daily Scrum, Sprint Review and Retrospective meetings.
• Participated in Scrum of Scrum to provide updates on progress, impediments and collaboration with other teams.
• Work with Process Owners to make Service Catalog More intuitive and ensure that Catalog description are Customers facing
• Design & configure a moderate request form for catalog items and ensure that needed requirements are still gathered
• Analyzing and recommending reporting strategies based on business priorities and design workflows
• Plan and design effective end-to-end service management solutions that drive business value across complex and heterogeneous environments
• Established effective communication for the department with consistency across development and business management.
• Involved in presentations, recommendations and updates provided regularly to the Agile manager.
• Created and maintained Artifacts and Information Radiators such as Sprint Burn-down, and Release Burn-down.
• Collaborated with team members to identify problems, impediments, dependencies, and other team dysfunctions, and then facilitate quick resolution.
• Configured Team Foundation Server (TFS) and JIRA for Large Scale Agile /senior leadership/ multiple scrum teams.
• Configured JIRA/Microsoft TFS Bridges and Slack Integration to Microsoft
• Identify and prioritize risk issues, facilitate development of action plans
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Managed users, groups and roles, Advanced Schedule jobs and Business rule creation. Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Worked with ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules,
• Monitor and perform ServiceNow admin activities which involve user and group administration.
• Implement and maintain the ServiceNow platform to meet the business processes and support ITIL.
• Design & customize new Applications and Modules as per the requirements.
• Created users, groups, roles and load the data to ServiceNow using import sets on daily, weekly or requirement basis. s
• Developed dynamic business service maps and reduced orphaned server count by combining AWS
• Wrote Business rules, Client scripts, UI policies and UI actions to customize the instance.
• Worked on various modules in Service Catalog Management.
• Configure Email notification and SMS notification to alert the users of ServiceNow.
• Develop solutions using web services, SOAP, JavaScript and other web technologies to integrate ServiceNow with internal/external systems and tools.
• Used REST API as a third party application for Integration.
• Work on ServiceNow scripts by using JavaScript also used Angular JS for creating UI Scripts.
• Transfer data from one instance to other by creating and modifying Update sets.
• Import Sets to transform data and transform maps.
• Configure Service Level Agreements (SLA's).
• Create various work flows for Incident Management, Change Management and Service Requests.
• Monitor system performance and provide system statistics and reports to the business.
• Create homepages including basic reporting, gauge configuration and dashboards.
• Prepare documentation for installation, design and requirements of ServiceNow.
• Various types of UI pages and Macro templates are created using Apache Jelly.
• Create transform maps using automatic field mapping and scripting.
• Perform Data migration to import data from other applications and external databases.
• Create many standard work flows which are propagated and handled in many custom events.

Environment: ServiceNow, CMDB, SOAP, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7, SQL Server.

Confidential, Great Neck, NY

ServiceNow Developer & Admin

Responsibilities:

• Developed Facilities Application and several modules for all the facilities in the Capital One
• Build the forms as per the requirements to meet the business needs.
• Worked in Agile methodology environment.
• Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation.
• Troubleshot ITSM issues and Integration related work such as CMDB, LDAP and Network Automation.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Worked with the business Stakeholders and SME' Confidential to define business requirements and analyze the functional requirements.
• Create, review and document test scripts, test plan and test cases for application development in ServiceNow and conduct UAT testing and demo before deployment to Production
• Designed Workflows, along with standard Workflow templates which can be reused.
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
• Designed the form layout and modified the user interface using UI Actions and UI Policies.
• Customized various applications like Incident, Problem and Change management.
• Created some modules by providing the link type URL which helps to navigate to other sites from the ServiceNow itself.
• Test forms and reports for correct mapping of the objects and data transfers.
• Design and implement of service requests through ServiceNow Catalog.
• Understand the requirements and designing of work flows.
• Implement new functionality using Business rules, UI policies, Access control lists (ACL) etc.
• Work on the System Requirement Specifications (SRS) including problem analysis and system definition models.
• Track the record of configurations stored in CMDB.
• Created, Modified and merged various Update sets to deploy them into the other instances.
• Worked on Import sets and Transform maps to import the data from the Spreadsheets.
• Worked on exporting and Importing of data in XML files.
• Upgraded to Istanbul version.
• Reporting product enhancements and updates in the Istanbul release of ServiceNow Express platform.
• Web services (REST) enhancements and updates in the Istanbul release of ServiceNow Express platform.
• CMDB and asset enhancements and updates for the Istanbul release of ServiceNow Express platform.
• Created different Users, assigned them into a specific group based on their roles.
• Several modules were role protected so that the visibility of the modules is skinned down for the users based on their need of the modules.
• Developed various Email templates as per the User requirements and worked on the Email notifications.
• Configured Email notifications and SMS notifications to alert the users of ServiceNow.
• Created various reports and customized the Homepages with the reports as per the usage and need of the users.
• Involved in developing the same Application for the Tablet users and for the Mobile users too.
• Researched on Boston University and MIT ServiceNow experience and implemented for the Harvard Business School as ServiceNow is a pre-dominant tool in present market.
• Defects are raised using the Defect Management Application.
• Worked with the offshore team and communicating with them in the daily standups to design technical solutions.
• Fix code issues and migrate the solution to production environment following the IT processes of client.
• Worked on integration using SOAP, REST, LDAP and JSON.
• Extensively involved in the development & customization of Service catalog items and Work flows.

Environment: ServiceNow, Workflows, JavaScript, REST, SOAP, Service Catalog, User Administration, Oracle 10g, Service Level Management (SLM)

Confidential, Raleigh, NC

ServiceNow Administrator

Responsibilities:

• Organized and facilitated project planning, daily stand-ups, reviews, retrospectives, sprint/release planning, demos and other Scrum-related meetings
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Design and developed workflows, forms, scripts and underlying logic using Scrum/ Agile methodologies.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
• Integrated ServiceNow with other systems and customization.
• Managed all Change Management Information (ServiceNow).
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Created Service Catalog (Request Item, Order guide and record producer) based on client requirements.
• Also, created Workflow to support the Approval workflow and task assignment.
• Migration of the Manage now (Incident Management), info web (Change Management) requests to the ServiceNow.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
• Review the outage plans and ensure post and pre-outage is successful.
• Exposure to new plugins like incident alert management, orchestration and structured problem analysis
• Created various front-end forms, and associated Client Scripts, java scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured email with the SMTP and POP3 protocols in ServiceNow.
• Communicated with the end users and understanding the difficulties and as per that improving automation and efficiencies in ServiceNow.
• Fix code issues, source control and migrate the solution to production environment following the IT processes of client.
• Created new groups and adding users to the groups in ServiceNow.
• Created and moved update sets to different ServiceNow instances
• Coordinated software testing and deployment activities with other development teams
• Involved in solving complex problems (Business and Technical) and identifying options for solutions.
• Conducted retrospective using STOP, START, and CONTINUE methodologies.
• Communicate effectively with Stakeholders on upcoming technologies by conducting Demos, UAT sessions, and SME working Sessions

Environment : ServiceNow, JavaScript, CSS, xml, Html, Kanban, JavaScript, Apache jelly, REST, SQL,SOAP, SCRUM, Agile

Confidential

UI Developer

Responsibilities:

• Involved in requirements gathering, analysis, design and testing of the complete system.
• Implemented the presentation layer using JSP, HTML and CSS.
• Configured Tomcat Apache for deployment.
• Designed and created various tables required for the project in MySQL database.
• Developed the application using Eclipse.
• Responsible for designing and developing the application in n-tier fashion as per struts based MVC architecture standards
• Designed and developed the Web-based User Interface on Jakarta Struts Framework using Java, Beans, Servlets, JSP and JavaScript.
• Responsible for developing the Registration modules of the wholesale application
• Utilized various Java Design patterns to develop Business modules based on the required functionality
• Responsible for developing the application level flow by utilizing Java, JSP and Struts
• Developed the business components (in core Java) used for the calculation module (calculating various entitlement attributes).
• Responsible for developing the OS specific scripts (Shell Scripts) for automating the closing doc Process.
• Wrote stored procedures and functions on Oracle.