PROFESSIONAL SUMMARY:

• Over 7+ years of Experience in Information Technology, 3+ years of experience exclusively in Designing, customization, enhancing, workflow configuration, integrating and supporting Service - Now modules such as Incident Management, Problem Management, Change Management, Asset and Service Request management.
• End to End Development and Customization of Incident, Problem and Change management applications.
• Designed and developed client scripts, business rules using Java Script.
• Performing ServiceNow core configuration tasks by defining System Policies, ACL's, Business Rules and Client Scripts.
• Used JavaScript to create client scripts, Business rules and customization of existing scripts.
• Good knowledge in web technologies HTML, XML, XSLT, SOAP .
• Experienced on Managing ServiceNow Infrastructure and integrating with LDAP and other SaaS based applications.
• Managing data with ServiceNow tables, CMDB import sets , Users, Groups and roles.
• Creation of custom reports and designing the dash boards.
• Proficient in creating Service Catalog and Request Workflow design and configuration.
• Design and implement SLA - Service Level Agreement and the required work flow with Email notifications.
• Excellent knowledge on SLA's, activating plugins, elevated privileges, roles, skills, import sets, knowledge base, service catalog .
• Worked on Populating users, application security, events and notifications, performance and upgrade processes.
• Experienced in all phases of SDLC including Analysis, Design, Coding and Testing.
• Strong experience on testing methodologies and experience on preparation of test plans, and support for Integration Testing& UAT .
• Strong problem solving and trouble shooting skills.
• Strong written and communication skills.

TECHINICAL SKILLS:

ITSM Tools: ITSM Suite, ServiceNow.

Specialties: ServiceNow, ITIL.

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX.

Scripting Language: JavaScript, Jelly Script, GlideRecord, GlideUser, Client Scripts

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: SQL Server

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: UNIX, Linux and Windows

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint).

PROFESSIONAL EXPERIENCE:

Confidential, Annapolis, MD

ServiceNow Developer and Admin

Responsibilities:

• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Work with application owners to update workflow tasks and approvals for automated processes.
• Implement the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• Work closely with the technology, operations and business stake holders to gather enhancements and defect fixes in the Service-Now platform.
• Establish and interact with ITOM modules to populate the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Worked on Discovery to probe assets on a local network using mid servers.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• ServiceNow instance core setup and configuration and customizations
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Maintain Single Sign-On integration
• Created workflows to interact with systems and applications outside the instance
• Utilizing the ServiceNow Service Catalog for users to create Service Requests and Service Items.
• Creating various workflows for Incident Management, Change Management, Service Requests and SLA’s.
• Assist in importing of configuration, user and asset Data.
• Documenting the code and operation procedures for ServiceNow platform.
• Performing environmental promotional activities from Dev to QA to Prod.
• Creating and Managing Inbound Email actions for multiple IT departments and groups.
• Review ServiceNow version releases and then lead the upgrade project with regression and user acceptance testing.

Confidential, Norfolk, VA

ServiceNow Admin

Responsibilities:

• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting.
• Performed Data migration to import data from other applications and external databases, SCCM.
• Worked on end to end implementation of various third party monitoring tool Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the Servicenow platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.

Confidential

Middleware Support Engineer

Responsibilities:

• Created horizontal clusters for Development & Testing Environments and production environments (one set of nodes for dev & testing, one set for production) to achieve process & Hardware fail over.
• Played an active involvement in monitoring server performance, network traffic to reduce performance bottleneck by enhanced performance ensuring upstream queuing.
• Applied software maintenance, program fixes and keeping the system software releases current.
• Configured Web server plug-in to directing dynamic requests to application server instances.
• Installed, Configured, Setup, Upgrade JBOSS application server 5.0/5.1
• Configured Java Mail object on Mid-tier server (WAS) to send mails to credit card customers through SMTP mail server by accessing the data from CACS Enterprise, which was reside on Mainframe.
• Installed and Configure WebSphere MQ. Created QMGRs, Queues and Channels.
• Analyzed the performance with Tivoli performance monitoring tool. Tuned Web server and Application Server configuration parameters to improve the performance.