SUMMARY

• Around 7+ years of experience in IT and 5 years in Service Now Development, Maintenance, Implementation, and Administration.
• Experience on technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management and Configuration Management.
• Client Interaction and conducting POC/demo's related to BMC Remedy Suites.
• Experience in designing, developing, customizing and administering ITSM suite of applications.
• Expertise in Design and configure ITSM (incident, change, problem) in Service Now.
• Experience in Service Watch Discovery scope. Involved in a Proof of Concept project in implementing the CMDB with Discovery and Service Watch.
• Demonstrated project management skills and experience working directly with customers and clients.
• Extensive experience in developing Client Scripts, Business Rules, and Import sets.
• Good experience on working with UI actions and UI Policy.
• Excellent expertise in developing and maintaining Service Catalog Items.
• Understanding of application development lifecycle methodologies.
• Good knowledge in Configuring Email Notifications and Scripting Inbound Email actions.
• Involved in managing system configurations, gathering and documenting user and process.
• Requirements, Create and Developing Workflows and performing quality assurance testing User.
• Good in creating and managing incidents using BMC Remedy.
• Experience in resolving user issues through analysis of knowledge bases, identifying problem area. Implementing strategically solutions.
• Strong analytical ability enables excellent troubleshooting and technical skills.
• Knowledge in using Glide Scripting for creating UI Action and business rules.
• Good understanding of cloud technologies, web applications, networks, protocols and email (SMTP).
• Good experience working in a mature organization and understands how to operate policies and procedures.
• Functional knowledge and implementation experience of ITSM frameworks.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Involved in production support for all the Service Now related issues.
• 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

Ticketing tools: Service now (Catalog Configuration, Incident Management, problem Management, Change Management, Knowledge Management, Asset Management), ITSM suite, Manage Now, HP Service Manager, BMC Remedy.

Scripting Technologies: HTML, XML, XLS, CSS, UML, JavaScript, Jelly, Scripting and AJAX

Programming Skills: C, C++, Oracle and Java, Core java, JDBC Collections

Protocols: TCP/IP, SOAP, HTTP and HTTPS

Operating Systems: UNIX, Windows NT/98, Windows XP/7/8

Microsoft Tools: MS Office (Excel, Word, Visio, PowerPoint

PROFESSIONAL EXPERIENCE

Confidential, Phoenix, Arizona

Service Now Developer/Admin

Responsibilities:

• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web Services, Discovery, Workflow, and CMDB.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the Service Now
• Installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Excellent Knowledge on AWS Cloud Watch integration with Service now.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Currently working to develop new service catalog items and fix bugs in incident, problem and change management.
• Defining the process for each service request.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.
• Check the change management document and verify the changes.
• Monitored and provided guidance to the Support team on various support activities mainly related to solving the user incidents, requests and their various day - to-day problems in using the Applications. These activities are critical and hence needs priority-processing.
• Developed Codes that are required for custom modifications and stimulated changes essential.
• Development of Service catalog, which includes creating new catalog items, designing workflows and execution plans.
• Service Catalog and Request Workflow Design and Configuration.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Environment: Server Side Scripting, Transform map and transform script, SOAP and REST, JQuery, AJAX, Integrations.

Confidential, Atlanta, Georgia

Service Now Developer/Admin

Responsibilities:

• Involved in creating new Service catalog requests and items with variables
• Awesome involvement in the improvement and customization of Service Catalog Items and Workflows.
• Experienced in the SDLC, sending new applications/modules and controlled code movement from non-creation to generation environment.
• Experience in administering ITSM suite of applications.
• Involved in writing of CSS, HTML, XML, JavaScript, Jelly Script, and JQuery.
• Created excel format in project management with the help of UI Pages using Jelly script.
• Configured, managed and maintained BMC ADDM tool
• Designed and developed User Interface Web Forms using Flash, CSS, Adobe, Photoshop, Dreamweaver, and JavaScript.
• Involved in JavaScript coding for validations, and passing attributes from one screen to another.
• Define, develop and configure CMDB, Asset management with its necessary attributes, population of data through manual and discovery SoR’s, testing and rolling it out into production.
• Providing Warranty and defect fixtures after CMDB is in production.
• Developed UI Appearance for Service Catalog Requests and involvement in process to 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 also create and use update sets to move customizations between systems
• Search, populate, and customize the knowledge base.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business need and also manually entering the relationships in the CMDB.
• Developed operational requirements documentation and train operational staff to maintain solution.
• 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.

Environment: Service now, Java Script, Ajax, XML, Web Services, SOAP, and Encryption.

Confidential, Boston, MA

Service Now Developer

Responsibilities:

• Involved in Service now. Development, Customization and Administration.
• Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management, Email Notifications.
• Application Support for Incident Management, Problem Management, Service Catalog.
• Involved in developing workflows.
• Reviewed Business Rules and recommended solutions for implementation.
• Design and development of Service Now forms and views
• Developed Scripts to invoke existing Script Include
• Used Glide Scripting to develop Business rules.
• Created several Client Scripts, UI policies, UI Scripts, UI Pages.
• Worked Email Template and Notification.
• Used Notify to communicate to group of users
• Developed View, Approval and Assignment Rule Development.
• Development of SLA for the organizations.
• Implementation of ACL.
• Customized Service Catalog Management
• Performed code migration using Update Sets
• Used Web Services, Email Integration to integrate applications and data sources.
• Developed Import Sets to import data from different Sources.
• Developed Transform maps to map values between Import Set and Service Now tables.
• Involved in developing Transform Scripts to trigger events during import process
• In depth experience in end-to-end asset management which includes both enterprise and end-user assets
• Knowledge on License management - Optimization, planning for audit as per License agreements, Tracking and managing the illegal software licenses
• Awareness of procurement and with stores, and ensure all Assets are reconciled and optimized
• Customization of Incident Management Application.
• Creation of assignment rules custom Related List, Dictionary fields, email Notifications and Inbound Actions, Workflows, Ordered Guides.
• Customizations Migration between Instances using Update Set.
• As per the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs, Wizard panels and Wizard Client scripts, Content item etc.

Confidential

Service Now Developer

Responsibilities:

• Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, diagnosing, resolving, monitoring, and reporting in Service Now
• Used ITIL practices to implement Service Now applications in phase by phase approach, created SLAs and participated in running SLAs and responsible for closing successfully in Service Now.
• Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts, Workflows in Service Now.
• Coordinated installation of Service Now upgrades and/or service packs. Developed and managed the preparation of systems, test criteria and control of upgrades, Service packs, new functionality, enhancements and error correction.
• Created Custom objects, custom fields, pick list, role based page layouts, Workflow Alerts and Actions, and Approval Workflow, Validation Rules, Approval Processes, custom Tabs, custom reports, report folders, report.
• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Service, Application, Business Services, Routing rules and Blackout Freeze rule.
• Wrote Classifiers and Identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Responsible in building Catalog items in Service Now, building SLA and generating Reports in Service Now.
• Defined users, groups and roles and providing accessing permissions in Service Now. Participated in validating Form and Table level using UI Policies in Service Now.
• Worked on Service Catalog (Demand Management), Time Card, Project & portfolio Management & Financial Management.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Team coordination for Coding, integration and configuration for the Instance as per customer requirement
• Creation of various business rules, client scripts, catalog scripts, UI scripts, UI policies, UI actions.
• Creation of Application using Service Catalog, Performed Import using Import Sets.
• Different reports are developed as per the client's requirements and usage. Importing the Data in different formats (excel, csv, xml) via attachments in Service Now.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Calgary Release of service Now tool(incident, Problem, Service catalog), HTTP, FTPS, Manage now, Info web, Service Now ITSM tool, Java scripts, Jelly Script, REST, Workflows and HP quality center, SDLC, HP ALM.

Confidential

QA Engineer/Manual/Automation/Web

Responsibilities:

• Extensively involved in Developing Test Plans, Test Scenarios, Test Strategies and Test Cases with inputs from the assigned Business Analysts.
• Extensively used ETL methodology in Testing for supporting data extraction, transformations and loading processing, in a corporate-wide-ETL solution using ETL tools like Informatica.
• Developed test scripts based upon business requirements and processes, in line with defined workflows and use cases. Processed transactions from system entry to exit. Tested functionality across applications and workflows.
• Developed Test Strategy, Test plan, Test cases, and Test scripts and various other project documentation in HP Quality Center/ALM. Built a library of test cases for regression Testing and automated them using QTP
• Performed data analysis and data profiling using SQL and Informatics Data Explorer on various sources systems including Oracle and Teradata.
• Wrote Complex SQL queries to validate the standard reports, Dashboards and Business Objects Universes.
• Involved in validating SSIS and SSRS packages according to functional requirements.
• Involved in Testing designing and development of Data warehouse environment.
• Used XSLT for document is transformed into another XML document that uses the formatting vocabulary
• Help testers in building test case files in Excel that would be input files for automation.
• Expertise in writing SQL Statements in database to make sure whether the data is populated in Data Mart/Data warehouse According to Business Rules.
• Validated the Insurance claims data using SQL queries in Backend Testing.
• Worked on Autosys for Batch Processing ETL, PL/SQL subprograms and performed backend Testing.
• Extracted Data from Teradata using Informatica Power Center ETL and DTS Packages to the target database including SQL Server and used the data for reporting purposes.
• Written and executed the functional and regression test script using Test Script QTP.
• Created traceability matrix in Excel and in Quality Center/ALM by mapping out test cases with requirements tab.
• Tested reports developed by Business Objects Universes for both Adhoc & Canned Reporting users of Business Objects.
• Promoted Unix/Informatica application releases from development to QA and to UAT environments
• Involved in extensive DATA validation on data marts by using SQL queries.
• Developed test reports and participated in Testing prioritization and archived test results and user signoff
• Used TOAD Software for Querying ORACLE.
• Validated Business Objects reports by running the SQL queries based on the business rules.
• Validated BO Reports, Dash boards and Universes like Fields present in the report are as agreed in the specifications, Drill down features, Column headings for business sense
• Validated BO Reports, Dash boards and Universes like Fields present in the report are as agreed in the specifications, Drill down features, Column headings for business sense and familiarity, Display of units along the column headers, Presence of graphs, Report Descriptions, special features like alerts, filters, extraction criteria.
• Created reports and graphs for Analysis and Tracking for Test processes with Quality Center/ALM.
• Experience in Testing Business Report developed in Business Objects XIR2
• Prepared and ran regression scripts, shell scripts and performed sanity tests and end-end Testing.
• Involved in the error checking and testing of the ETL procedures and programs Informatica session log.
• Performed the tests in both the SIT, QA and contingency/backup environments

Environment: Informatica Power center 9x (ETL), Business Objects XIR3, HP Quality Center/ALM, Rational Clear Quest, Rational Clear Case, QTP, SQL SERVER, SSIS, XML, Toad for Oracle, ORACLE, Unix, Autosys, Hyperion, DB2, Teradata, Windows XP, MS Excel, VBScript, .Net.

Confidential

QA Engineer

Responsibilities:

• Responsible for creating Test plan, development of test scripts, execution and validate Test results and document test evidence
• Developed Ab Initio test environment for UAT Testing and used all Ab Initio components while testing the graphs and ran the jobs on back ground.
• Executed test cases, and test scenarios for User Acceptance (UAT), Functional and Regression test cases.
• Reviewed unit test cases and test results and certified the code for Integration Testing
• Use Business Objects OLAP Intelligence to natively access and analyze OLAP servers. OLAP Intelligence tool helps to Slice, dice, and drill directly on multidimensional sources and deliver workflows via the Web, Windows, and Microsoft Excel
• Tested the ETL Ab Initio graphs and other ETL Processes (Data Warehouse Testing)
• Created user acceptance Testing documents and reviewed them with the customer.
• Mapped test cases to requirements using Quality Center. Involved in entering and tracking defects using Rational Clear Quest.
• Involved in communicating with support, business and development teams to resolve issues during test execution. Tested initial and daily loads for various Ab Initio graphs.
• Validated several SSIS and SSRS packages to verify that they are working according to BRS.
• Involved in testing the batch programs by using the Autopsy’s tool.
• Involved in Testing Stored Procedures, Functions, Triggers and packages utilizing PL/SQL.
• Conducted reviews of test plans, test cases, and prepared test results.
• Tested the functionality of Ab Initio graphs.
• Tested the ETL graphs and other ETL Processes (DW Testing), Prepared Test Scenarios by creating Mock data based on the different test cases.
• Effectively communicate Testing activities and findings in oral and written formats.
• Facilitated the sharing of structured data across different information systems using XML
• Extensively used SQL programming in backend and front-end functions, procedures, packages to test business rules and security.
• Done data validations for Business Objects reports. Extensively used Ab Initio Co-op to execute the graphs and verify the logs.
• Performed Backend Testing by writing SQL queries and running PL/SQL scripts in TOAD.
• Created Test input requirements and prepared the test data for back end Testing.
• Involved in Testing the reports and UI screens containing those reports. Provided status reports on test execution, and defects identified during Testing.

Environment: Ab Initio 2.12, Oracle, Toad, DB2, SQL, PL/SQL, Business Objects, MS Visio, SQL Server 2003/2005 SSIS, SSRS, HP Quality Center, UNIX.