SUMMARY:

• Over 7 years of Experience in Information Technology, 5+ years of experience exclusively in Designing, customization, enhancing, workflow configuration, integrating and supporting Service - Now suite of products such as Incident Management, Problem Management, Change Management, Asset and Service Request management systems, PPM and 3 years of strong experience in REMEDY and JAVA development with significant expertise in various frameworks.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. In-depth functional and technical knowledge of the Service Now platform as well as experience in delivering medium to large-scale Service Now implementations.
• Proven experience in working with wide variety of ITIL tools like BMC Remedy and various Service Now modules, CMDB, ITIL tools, integrations within complex ITSM environment.
• Good experience in Remedy (ARS 7.5, 7.x, 6.x, 5.x) Development and Administration.
• Good understanding of Remedy Mid-tier system, Web Services, Crystal Reports.
• Experience in, Master AR Suite, AR Schema, Flashboards, Remedy EIE, Remedy Web Services, SLA Management.
• Expertise in the creation of workflows for Service Catalog items in Service-Now.
• Expertise in debugging and optimizing the performance of Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Created a portfolio in Fuji Release.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Extensive experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Extensive experience in activities related to SFDC Development like creating visual force page, and creating business logic using apex.
• Experience in configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Involved in Data Integration and Migration with the existing Legacy systems using data loader.
• Experience in Integrating App Exchange Applications with SalesForce, Mass E-Mail Management, Application management using Force.com Plug-in & Eclipse IDE in Sandbox and Production Environments, Working with different aspects of Web Services (XML, WSDL, SOAP).
• Excellent hands-on experience in Client and Server-side Scripting.
• Worked on Various Web Services Integrations using SOAP and REST.
• Experience with complex integrations within the ITSM environment such as Service Now -Siebel ServiceNow - Web service integration with third-party application HPSM -MS exchange, HP SM -HP SC Auto, HP SM -HP uCMDB and HPSM - HPAM. Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

TECHNICAL SKILLS:

ITIL: ITSM, ITIL, ServiceNow, CMS, SCR, SAM, and LDAP

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files, and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

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

Databases: 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, TOAD

Version Control Tools: CVS, SVN

Tools: and Packages

Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE:

Confidential, NJ

Service Now Admin/Developer

Responsibilities:

• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Worked on the latest release EUREKA which is the advanced release and discovered Service-Now upgrades.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• AS a part of ServiceNow Architect Designed, Implemented, Configured and Developed the modules as per the client’s requirements.
• Experienced in providing ServiceNow Architect solutions to support the best practice needed to deliver the business requirements.
• Experience in Implementing Single Sign-On (SSO) using SAML, LDAP, Windows AD.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Run reports, configure service level agreements (SLAs) and perform instance branding and customization.
• Implemented the Best practice for configuring catalog items and SLA's.
• Ensuring that the Integrity of ServiceNow is a tool is maintained in the production and non-production environments.
• As a part of support activity resolve incidents by provided with proper cause investigation.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Configured LDAP server and LDAP listener for updating user and table group record.
• Develop and manage application code, user interface, and third-party integration components.
• Creation of Incidents and Service Requests for supported applications. First point analysis on tickets and assigning them to service line based on scope.
• Responsible for setting up the Change Management along with advanced customizations for Risk Assessment Calculator.
• Worked on fixing incidents related to Incident, Event, Problem, Change, Configuration and Service Catalog Management.
• Worked on LDAP integration to update the users and groups.
• Automated the asset import using scheduled jobs and thought the use or transform maps.
• Migrated update sets, imported data into ServiceNow from various data sources, including Excel, web services, and FTP servers.
• Extensively worked on CMDB and set up mid servers as per the requirements.
• Created a central repository for Incident, Problem, and Knowledge management documents detailing design, process flow and technical documentation on current code.
• Experience in working with Script Includes and Scripted Webservices.
• Synchronized various complex workflows into simpler workflows
• Involved in creating on-demand reports and scheduling the report generation as per the client requirements in ServiceNow.
• Performed monitoring network using SolarWinds plugin
• Worked on creating and configuring the Applications, Modules, Business Rules, Client Scripts, UI Actions in ServiceNow.
• Worked on UI Macros to create pages as templates
• Worked on loading the data into ServiceNow using import sets
• Ajax implementation for server calls from the client side.
• Writing batch scheduling jobs in Service-Now to update/calculate past and present data as needed.
• Daily Service-Now data administration via incident ticket.
• Have much experience on the queue management of requests and Incidents and on time resolution of the issues reported.
• Integrated Microsoft SCCM with service now for pulling the entire configuration item into service now
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, SOAP, Web services, CSS, HTML5.

Environment: Service Now, Asset Management, Incident Management, ITIL, HTML5, Javascript, Jelly Script, Web Services, CSS, CMDB

Confidential, VA

Service Now Admin/Developer

Responsibilities:

• Created service catalogs, including new catalog items, designing workflows, and execution plans .
• 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
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch/release management issues.
• Build reports, gauges, and home pages.
• Integrated service now instance with LDAP server.
• Create and use update sets to move customizations between systems.
• Search, populate and customize the knowledge base.
• The configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Worked on reports and modules. Took an active part in data modeling and report metrics
• Ability to handle incidents within SLA terms.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Manually entering the relationships in the CMDB.
• Integrated with SCCM using service now plugins version3.0.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configuring reports scheduled reports and created custom charts.
• Created some critical reports gauges as per business needs.
• Created various crystal reports such as monthly reports SLA reports etc. on demand as well as scheduled reports.
• Transfer information from old service desk Tickets HPSM System to New Service Now Ticket
• Along with that generated and developed multi-table reports.
• Obtain and analyze business requirements and develop technical/function requirements
• Develop, design and roll out new applications modules, workflows and catalog requests.
• Project management and detailed planning
• Working 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.
• Writing script includes to invoke them in reference qualifiers or variable scripting.

Environment: Service now, Net cool Omnibus, JavaScript, Ajax, XML, Web Services, SOAP, and Encryption.

Confidential, Little Rock, AR

Service Now Developer

Responsibilities:

• Worked with business users to identify and refine business requirements and workflows.
• Good knowledge of Java & javascript programming skill.
• Involved in developing various forms using SQL development Skill.
• Understanding of IT service management and the ITIL business process.
• Supported and created an Access Control rule (ACL).
• Involved in creating the ad-hoc reports in ServiceNow.
• Created the new Applications, Modules and custom tables in ServiceNow.
• Created, monitored, modified, and publish service catalog workflows with approvals.
• Responsible for the Service Now tool administration module and creation of new Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Involved in the loading of data into CMDB using discovery and file imports.
• Created complex transform scripts in transforming the data into the SNOW database.
• Assisted in Release Management during product and batch releases and managed documents and verified the changes. And led IT Asset Management
• Generating Multi-table reports
• Analyzed various problems and created new solutions and new techniques.
• Created Buttons and context menus both on form and lists using UI actions.
• The written script includes and invoked them in business rules and client scripts.
• Worked with Windows team, network team and Asset team to check for the data collected through discovery is accurate.
• Implemented CMDB Bi-directional Web Services integration. It involves consuming rest- full web services, publishing SOAP web services, using Business Rules, Script Includes, UI Actions and Other Service-Now scripting modules to support data synchronization and business logic. Design and implement new functionality using Business Rules, UI Policies, and Access Lists, etc.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.

Confidential

Service Now Developer

Roles and Responsibilities:

• Creating custom Tables, Fields and configuring Access Controls over them.
• Development and overall knowledge of the technical implementation and support in ITSM tool for the following
• UI actions, UI policies, ACL’s, Notifications, Homepage and Reporting
• Users, Group and Roles Management
• Interaction with functional/process owners over phone to understand the business processes and new requirements.
• Deployment checklist and test case document preparation.
• Generating and Scheduling Reports in Service Now.
• Personalizing Forms, List and fields.
• Import data through Transform maps from external data.
• Had an Idea on ECC Queue for data to External Provider.
• Following the SDLC process to develop and deploy the code in development to production environments.
• Incorporating the coding standards and best practices in the implementation.
• Deploying the developed code to Stage/QA/Production instances using Update Sets.
• Providing support during the UAT process and post production deployment.
• Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.
• Working on live production on daily basis.

Confidential

Service Now Developer

Roles and Responsibilities:

• Creating custom Tables, Fields and configuring Access Controls over them.
• Development and overall knowledge of the technical implementation and support in ITSM tool for the following
• UI actions, UI policies, ACL's, Notifications, Homepage, and Reporting
• Users, Group and Roles Management
• Interaction with functional/process owners over the phone to understand the business processes and new requirements.
• Deployment checklist and test case document preparation.
• Generating and Scheduling Reports in Service Now.
• Personalizing Forms, List, and fields.
• Following the SDLC process to develop and deploy the code in development to production environments.
• Incorporating the coding standards and best practices in the implementation.
• Deploying the developed code to Stage/QA/Production instances using Update Sets.
• Providing support during the UAT process and post-production deployment.
• Root Cause Analysis for the incidents and interruptions in the process flow and applying fix for the same within the SLA duration.
• Working on live production on a daily basis.