SUMMARY:

• IT professional with 8+ years of experience including 6+ years of experience as a ServiceNow consultation in implementing designing and developing. Hands on experience developing CMS in ServiceNow.
• Experienced in Implementing Workflow, Confidential, Problem Management, Change Management and Service Catalog on various business applications.
• Expert in JavaScript, jQuery, prototype and Jelly scripting used in ServiceNow.
• Experience installing, configuration and administration of CMDB.
• Experience in integrations tolls SCCM, CyberArk, Network Integrations, LDAP integrations.
• Expertise on creation of workflows for Service Catalog items in Service - Now.
• Experience in Design and Development of Distributed OOAD Based system using UML and Rational Rose.
• Experienced in HR Case Management, HR Tasks and creating record producers.
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management.
• Experience with Web Technology such as: XML, HTML, JavaScript, AngularJS and Webservices.
• Experience developing custom, complex workflows and applications in ServiceNow.
• Experience with integrations & interfaces between ServiceNow and other systems.
• Experience in handling large number of data import and data export in ServiceNow.
• Hands on experience in Configuring Email Notifications and Scripting Inbound Email activities.
• Experience in Generated JavaScript's to create Client Scripts, Catalog Client Scripts, UI scripts, UI Policies, Business Rules, Script Includes, UI Actions, Workflow scripts, Scheduled jobs.
• Good experience in web development and Object-Oriented programming using java, HTML, JavaScript AngularJS and CSS. Knowledge in Business Services Configuration and Service Mapping.
• Experience in Service-Now Administration and Production support including maintenance of lower life cycle instances. Familiar with versions Eureka, Dublin, Berlin, Helsinki, Jakarta and Kingston.
• Experience on various IT Services of Service Now tool like Incident, Problem, Change, and Service Catalog requests, Service Portals, Report, Gauges and Web Service Integration Along with MID Server.
• Experience in Database Design, DML and SQL queries.
• Experience in working with Content Management System (CMS) and Self-Service portal using AngularJS, jQuery, Jelly Script and UI Macros.
• Experience in writing SQL and PL/SQL programming with DB2, Oracle and MS-SQL, MySQL.
• Experience in configuring and maintaining BMC Remedy Foundation Data, ITSM environment such as ServiceNow -Siebel, ServiceNow - Web service integration with third party application, HP SM- MS exchange.
• Good experience in application development using Java/J2EE, JSP related to ServiceNow implementations.

TECHNICAL SKILLS:

ITIL Tools: ITSM, ITOM, ServiceNow, Business Management, Service Portal, Service Desk, Request Management, Change Management 7.6.4, Configuration Management.

Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL, COBOL, XML, PHP, HTML, CSS, AJAX

Languages: JavaScript, Jelly Script, jQuery, Angular JS

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

Databases: Oracle 10g/11g, MySQL, SQL, DB2

Database Tools: TOAD, SQL Developer

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

Platform: Windows, Linux and UNIX

IDE: Eclipse, Net Beans, TOAD

Tools: and Packages Rational Rose, Maven, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE:

Confidential, Rancho Cordova, CA

ServiceNow Developer/Admin

Responsibilities:

• Designing, coding, testing and supporting the project, and developing middleware hub using Java/J2EE.
• Involved in client meetings to gather the System requirements.
• Generated Use case diagrams, Class diagrams, and Sequence diagrams using Rational Rose.
• Used UML to create class, action and sequence diagrams.
• Experience in designing User Interface (UI) applications and professional web applications using HTML 4.0/5, XHTML, CSS2/CSS3, JavaScript, JQUERY, AJAX, JSON and XML.
• Expertise in developing and updating a web page using HTML 5, CSS3, Media Query, JavaScript, Servlets, JSP and jQuery with the webpage cross browser compatibility.
• Extensive knowledge in developing applications in a single page (SPAs) using various JavaScript frameworks like Angular JS, Node.js.
• Developed the necessary front end user interfaces in JSP's, HTML, JavaScript, CSS and AngularJS that will be integrated using Spring MVC Framework. Developed Form Beans/ JavaBeans, Spring Controller Classes and configured with the corresponding view pages in spring-config.xml file.
• Developed Action Class components for performing business process execution and configured struts configuration specific xml file.
• Involved in testing in Agile Development environment using TDD and ATDD approach.
• Junit, log4j were used for unit testing and as logging frameworks.
• Implemented caching techniques, wrote POJO classes for storing data and DAO's to retrieve the data and did other database configurations using Hibernate.
• Developed Web Services using REST, SOAP, WSDL and XML.
• Worked closely with the testing team in creating new test cases and modeling to the use cases as unit test cases for the module before the testing phase.
• Resolving scalability and performance issues both in Applications as well as in WebLogic Application Server.

Environment: Core Java, J2EE, JDBC, Servlets, EXTJs, BackboneJS, ReactJS, NodeJS, Maven, Struts, JSP, TDD, Spring, Hibernate, DAO's, AJAX, MongoDB, HTML5, CSS, WSDL, JSON, SOAP, Eclipse Luna IDE, AGILE/SCRUM, Rest web services, ANT, Log4J, JavaScript, Junit, CVS, Oracle 10g, Web Logic, AngularJS.

Confidential, Charlotte, NC

ServiceNow Developer/Admin

Responsibilities:

• Developed and improved user systems procedures, and prepared systems documentation.
• Used Software asset management (SAM) to systematically track, evaluate, and manages software licenses and software usage. Created data sources and loaded the ServiceNow tables with different data formats.
• Utilize the Service Now Service Catalogue for users to create Services, Requests, and Service Items.
• Established and maintained effective communications with customers, other technology specialists, and vendors about services. Developed Service Catalog items based on the requirement provided by the stakeholders.
• Migration of Knowledge Articles from SQL Database into ServiceNow.
• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Experience in cloud applications and security associated with cloud computing (SaaS/PaaS Environment).
• Customized and created Widgets on the form as per the requirements and redirected Service Portal to End user.
• Creating requirements definitions and technical specifications documentation.
• Working with HR Case Management, HR tasks, HR knowledge and policy articles.
• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements. Load, manipulate and maintain data between Service-now and other systems.
• Designing Workflows and modifying existing workflows according to new requirements in an efficient manner.
• Development and design of Self Service Portal. Developed several client-side scripting, catalog scripts, UI scripts, server side scripting based on business rules.
• Development/Integration of Web services for B2B communication for Change Management using inbound and outbound actions with script Includes and Sonic for the synchronization between third party and the ServiceNow Change application by processing XML Tags containing the full information of the record.
• Created functional and technical specifications documents for various Service Now modules
• Coordinating the instance upgrade activities.
• Configuring Project Portfolio Management (PPM), Incident and Knowledge Management, and Web Services Integration. Gathered requirements for SLA and configured in ServiceNow.
• Worked on User Management to add, update and deactivate users in ServiceNow. Worked on Macros and formatters. Creating custom Tables, Fields and configuring Access Controls over them.
• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads.
• Configuring Integration Web Services with Third Party application by using SOAP Web service.
• Enhancing the ServiceNow functionality by customized JavaScript code to support the new business needs.
• Deployment checklist and test case document preparation. 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. Creating workflows to handle the status flow once the request is received from an external tool.
• Implemented LDAP integration to load users from Microsoft Active Directory into Service Now.
• Extensively used Glide Ajax in Client Scripts to call Server-Side Script Includes.
• Handled UI with Angular JS (MVC framework) to control the page layout.
• Implemented the Human Resources Service Management in ServiceNow.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps. Loaded Assets and Configuration Items, created relationships between CIs and Assets.

Environment: ServiceNow Helsinki, Istanbul, Windows 11, XML and Jelly Script.

Confidential, San Jose, CA

ServiceNow Developer/Admin

Responsibilities:

• Responsible for various workflows for Confidential, Change Management, Service Requests and SLA's.
• Experience on ServiceNow Customizations as per client's requirement.
• Involved in Designing, Development and Implementation of CMS (Content Management System) for customizing portal Pages using Jelly Script and UI Macros.
• Involved in Configuration, Web Services, Catalog Client Scripting, SOAP, Developing complex workflows.
• Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, Jelly, AJAX, CSS and HTML.
• Worked on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis while working in ADAM for Authentication.
• Involved in LDAP integration with ServiceNow for obtaining users and groups and played a significant role in Persona Management Project.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, creating a service ticket, Schedule a call from the service desk and schedule a time for solving the issues.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Experience with Access Control Lists Setup and debug module for various ITIL processes as per the requirements.
• Expertise in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Configured Scheduled Data Import for importing data files from remote server location.
• Experience in generating and scheduling reports for multiple criteria as requested by different groups.
• Experience in complex transform scripts in transforming the data into the SNOW database.
• Worked to streamline the process flow for Upgrades and implemented the Project Tasks setup for all the developers to review Skip Logs and upgrade issues.
• Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic/ad hoc tasks in ServiceNow. Has been part of end user self-service portal management.
• Experience in working with the workflows using ServiceNow workflow editor and its core Utilities.
• Maintained the integrity of the ServiceNow tool across production and non-production environments. Involved in production support for all the ServiceNow related issues.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs. Designed and implemented new functionalities for enhanced features.
• Involved in running the jobs to push the data into the application using Import Sets and Transform Maps. Generated weekly reports and metrics for IT management.

Environment: ITIL, Scrums, MID servers, JavaScript, HTML, CSS, Business Rules, Service Catalogs, Integrations, Workflows, Transformation maps and Access Controls Lists.

Confidential, Des Moines, IA

ServiceNow Developer

Responsibilities:

• Involved in the complete SDLC including design of System Architecture, development of System Use Cases based on the functional requirements.
• Involved in Daily Scrum (Agile) meetings, Sprint planning and estimation of the tasks for the user stories, participated in retrospective and presenting Demo at end of the sprint.
• Used Backbone.js and React.js to create Controllers to handle events triggered by clients and send request to server. Involved in the front end using JSP, JQuery, HTML, CSS, JavaScript, and AJAX.
• Design & implement plugins services with Open Source JavaScript Libraries/Toolkit (Dojo, JQuery, JSON, AJAX, and CSS). Involved in development of Agent Verification System using Spring MVC framework.
• Used Spring AOP for logging, auditing and transaction management to distinguish business logic from the cross-cutting concerns. Used Spring Security for Authentication and Authorization of the application.
• Created data model and generated Hibernate mappings and domain objects using Hibernate tools.
• Interfaced with the MySQL back-end database by integrating Spring with Hibernate.
• Extensively used hibernate named queries, criteria queries, Hibernate Query Language (HQL) and Optimistic Locking and Caching to process the data from the database.
• Experience in generating graphical PDF reports using IText1.1 and excel reports using apache POI.
• Used apache common digester to parse data from XML files and populate data into java beans.
• Implemented business logic using Array list, Map and Sets of Collections API.
• Worked with WebLogic application server that handles various requests from Client.
• Deploying fixes and updates using WebLogic application server.
• Involved in testing the applicable code using Mockito framework and JUnit.
• Used Gradle tools for building and deploying the Web applications.
• Used JIRA tool for tracking stories progress and follow agile methodology.
• Used logging techniques provided by Log4j tool for efficient logging and debugging.
• Developed the application using RAD as the IDE and used its features for editing, debugging, compiling, formatting, build automation and version control (SVN).
• Involved in Maintenance and Enhancements for the project.

Environment: HTML5, CSS3, JavaScript, JQuery1.11.13, AngularJS1.5, DOJO, AJAX, JSP, Agile, Hibernate4.2.x, Spring4.1, Spring MVC, Servlets, REST, JAX-WS, Log4j, PL/SQL, JSON, web services, WebLogic Application Server, MySQL5.6.x, JUnit 4.11, Mockito 1.10.x, Log4j, RAD, Gradle, JIRA, SVN.

Confidential, Boston, MA

ServiceNow Developer

Responsibilities:

• Worked upon Incident, Problem, Change management, CMDB.
• Worked on UI customizations to add Tables/Fields, UI Policies, UI Actions, Business Rules, Client Scripts, and Script Includes. Creating new Groups and adding Users to the groups in service now.
• Configuration of Email Notification and Alerts based on the events to notify users about specific activities in the system such as updates to Change and Problem requests.
• Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site
• Responsible for creating various workflows for Confidential, Change Management, Service Requests and SLA's. Creating custom Tables, Fields and configuring Access Controls over them.
• Implemented Software Asset Management (SAM) Extensions plugin automatically on all new instances of ServiceNow.
• Development and design of Self Service Portal. Developed several client side scripting, catalog scripts, UI scripts, server side scripting based on business rules.
• Development/Integration of Web services for B2B communication for Change Management.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Imported Configuration items (CI) from third party applications using import set tables.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps. Defined SLA, OLA and Contract for the customer.
• Involved in various ServiceNow customizations as per client's requirement.
• Used network protocols to know the connection between systems.
• Collaborated with application and infrastructure teams to provide architectural and technical guidance and oversight for ServiceNow solution implementation and customization.
• Configured Mid Server's on Dev, UAT and Production Instances and experience in ODBC and JDBC
• Involved in the ServiceNow Discovery and CMDB maintenance.
• Users are populated into the system using LDAP integration and worked closely with Service Now team and Infrastructure team to facilitate this integration.
• Creating the incident, change and problem management reports through KPI module based on different categories. Generated and exported Custom reports on ServiceNow and SSRS for the Business Users.
• Integration experience with directories, such as Active Directory using methods such as LDAPs.
• Involved in providing 24*7 production support within the Service Level Agreement.

Environment: ServiceNow Instanbul, ServiceNow Jakarta, Windows 11, XML and Jelly Script, AngularJs, Javascript

Confidential

ServiceNow Developer

Responsibilities:

• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Confidential, 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.
• 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.
• 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.
• Designing the Content Management System (CMS) which involved layout, CSS and service catalog work.
• Integrated with Active Directory using LDAP for authentication and loaded users, groups and roles into Service Now.
• Created various workflows for Confidential, Change Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• 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 Email notifications.
• Worked with windows team, network team and Asset team to check for the data collected through Discovery is accurate.
• Written script includes and invoked them in Business rules and Client scripts.
• Created data sources and loaded the Service-Now tables with different data formats.
• Created transform maps both automatic field mapping and scripting.
• Also, worked on Asset Management and loaded the data into it.
• Worked on the integration of ServiceNow integrated Service Catalog and Incident module.

Environment: ServiceNow Istanbul, Business Objects XI R2, Oracle 10g, SQL Server.

Confidential

Java Developer

Responsibilities:

• Involved in database modeling applying the normalization rules.
• Developed Code using Struts framework, based on the MVC design pattern.
• Developed the presentation layer using Struts Tag Libraries.
• Developed the application with iterative methodology, recapturing the existing code and writing a new code for most of the modules.
• Created POC for Spring Batch for running batch jobs.
• Worked on backend logic using Servlets, EJB, Hibernate and JDBC.
• Developed page specific elements, handlers, web beans, view helper classes, JSP pages & fragments by using design patterns and Java standards.
• Analyzed, designed, validated the business logic of the system and implemented the application.
• Developed business services using EJB's and used SOAP API.
• Translated functional requirements into technical design by gathering the user stories.
• Developed order history and order status of all the Authorized agent's specific bonds.
• Developed dynamic pages for generating a report for displaying the existing business rules based on a search criteria to be reviewed by the CNA internally.
• Involved in debugging the product using JIRA Bug Tracking.
• Deployed the application on to Websphere application server.
• Developed Search Tool for the organization to display reports agent wise, month wise, weekly.
• Involved in developing the UI pages using HTML, CSS, JavaScript, JSON, jQuery and AJAX.
• Developed servlets for generating reports in PDF format.
• Implemented multiple high-performance MongoDB replica sets on EC2 with robust reliability.
• Implemented logging using log4j.
• Deployed the application in JBOSS Application Server.
• Developed Servlets and Worked extensively on My SQL.
• Worked with MySQL for SQLYog and Workbench.
• Written JQuery Validations for the User Front-ends.
• Maintenance of data in different Oracle Database and environments using TOAD.
• Worked on Hibernate object/relational mapping according to database schema.
• Effective using in Clear case and clear quest for version control and defect tracking.

Environment: Windows XP, Java 1.6, J2EE, Struts 1.1, EJB 2.0, Servlets, Session Beans, ANT, Javascript1.3, JSPS, HTML, CSS, JQuery, JSON, Oracle 10g, AJAX, MongoDB, SOAP, TOAD, Eclipse 3.1, WebSphere Application Server 5.1, WebLogic, Apache CXF, MySQL, XSLT, Junit, Log4j, Rational ClearCase, ClearQuest.

Confidential

Software Developer

Responsibilities:

• Worked in a team of 3, performed analysis for the client requirements based on the developed detailed design documents.
• Involved in all stages of SDLC from requirements gathering to maintenance of the deployed code.
• Gathered requirements and created detailed business and technical specifications.
• Developed and implemented various dynamic web based applications using JSP, Servlets, Java Script, AJAX, HTML and CSS.
• Implemented the project using Struts2 framework.
• Developed Struts forms and actions for validation of user request data and application functionality.
• Developed JSP's with Struts custom tags and implemented JavaScript validation of data.
• Developed programs for accessing the database using JDBC thin driver to execute queries, prepared statements, Stored Procedures and to manipulate the data in the database.
• Used JDBC API to persist as well as retrieve the data in Oracle database.
• Performed JNDI lookup to get data sources.
• Developed the Action Classes and Action Forms.
• Used various Core Java concepts such as Multi-Threading, Exception Handling.
• Deployed the application on IBM WebSphere application server.
• Used Eclipse IDE to facilitate the development process.
• Developed various test cases and performed unit testing using Junit.
• Implemented log4j API for logging of the errors, warnings, messages.
• Used Rational Clear Case for configuration management and ANT as the build tool.
• Developed the project using the waterfall model.
• Worked in UNIX environment for developing the application.

Environment: Java 1.4/1.5, Struts 2, JSP 2.0, Servlets, EJB 2.0, JMS, PL/SQL, XML, JMS, WebSphere Application Server, Eclipse, HTML, CSS, JUnit, Log4j, Clear Case, ANT, Oracle 9i, MY SQL, Windows.