SUMMARY:

• 6 Years of strong IT experience in Software Design, Development, Analysis, Testing and Implementation with 2+years in Java UI development & over 3+years in ITSM Implementation using ServiceNow tool.
• Expert in ServiceNow with 3+Years of experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Problem management, Service Request Management, Discovery, Change Management and Release Management with extensive knowledge on Content Management System and Service Portal Pages.
• ServiceNow experience in Implementation, design, development, documentation, deployment, and post- production support following Software Lifecycle using SDLC SCRUM.
• Knowledge in Developing JavaScript and configuring workflows to implement additional features, customizations and enable the process flow.
• Extensively worked with Helsinki, Istanbul & Jakarta releases of ServiceNow and good experience on upgrading the instances.
• Worked as an SME(Subject Matter Expert) with a deep understanding of process functionality, technology and implementation.
• Worked on multiple projects as an SME(Subject Matter Expert) assisting the team with complete SDLC process and ServiceNow Implementation.
• Extensively worked in creating customized service portal, UI Pages, Application Work Flows as per the client need.
• Knowledge in Orchestration and involving developing workflows for Client Onboarding requests.
• Experience working on Problem and Knowledge Modules and creating Access control list (ACL’S) to restrict the modules available to specific users in each department.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Script Includes, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Extensively worked ServiceNow reporting, creating customized dashboards, Key Performance Indicator (KPI’S) reports.
• Design, development, distribution of custom client-server, WEB services and SOAP solutions.
• Gathering requirements and converting BRD's into technical requirements. Created design patterns & Implementation plans for ServiceNow enhancements.
• Experience in handling BAU activities which includes Service Request, Incident and scheduled CMDB data load.
• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third party integration for ServiceNow platform.
• Expertise evaluating the performance of SQL statements and PL/SQL modules.
• Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced ServiceNow development.
• Technical support to the team, reviews of deliverables, communication with offshore team, track all the deliverables and to impart on job training to the team.
• Knowledge and experience with report delivery methodologies, analytic modeling, and data visualizations for Key Performance Indicator, scorecards, and process flows.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow, ITSM Suite

Programming Languages: Java, C, C#, HTML, XML, JavaScript, SQL

Scripting Languages: Java Script, Glide Script, Jelly Script, VBScript

Databases: O r acl e, MYSQL, PL/SQL, SQL Server, LDAP server

Web Technologies: HTML, XML, CSS, RESTful web services

UI Technologies: Content Management system (CMS), DOM, DHTML, XHTML, Adobe Suite (Photoshop, Dreamweaver Flash), JavaScript, AJAX, JQuery, JSON, DOM, DOJO, Responsive Web Design

PROFESSIONAL EXPERIENCE:

ServiceNow Admin/Developer

Confidential, Tampa, FL

Responsibilities :

• Involved in business requirement gatherings and preparing the SRS documents and converting the requirement document in to technical requirement documents for development and project implementation and worked closely with tech leads and Business analysts in understanding the project requirements.
• Implemented Agile module in ServiceNow and tracked the project scope and deliverables and resource utilization by creating stories, tasks and followed Agile/Scrum methodology with bi-weekly sprints.
• Implemented Incident, Problem, Change & Knowledge management
• Worked on UI customizations to add Tables/Fields, UI Policies, UI Actions, Business Rules, Client Scripts, data policies and Script Includes.
• Involved in customizing the end user self-service portal pages, Service catalog forms & Incident forms based on the requirement
• Creating new Groups & Roles, adding Users to groups and assigning roles to the users in service now.
• Configured SLA workflows and SLA durations for Incidents and Service Requests and monitor SLA workflow.
• Development of Service Catalog which includes creating new Catalog items, variables, variable sets & workflows and involved working on record producers
• Involved in LDAP integration and set up the LDAP schedule jobs to ServiceNow and configured Mid server set up configuration
• Using Import Sets for data loading from external flat files or data sources to the ServiceNow.
• Created various customized reports and shared with resolver groups and publishing, scheduling the reports as required.
• Worked on email inbound action configurations and auto assign the tickets to resolver group based on the inbound action rules
• Worked on configuring ACL’s to the users and restricted users accessing the modules, tables and forms as per the requirement.
• Worked as an SME and a knowledge expert in implementing and deploying SNOW modules.
• Expertise in instance maintenance and communicating with Hi ServiceNow support team for any new issues and resolving the issues in a timely manner
• Good knowledge on Performance Analytics (PA) reporting, dashboards, Key performance indicators (KPI) of incident and problem management as recommended by ITIL.
• Created Data Sources and Used Import sets and Transform maps to import data into ServiceNow.
• Worked on CMDB tables and data import in to CMDB tables and worked on CI relations and relationship mapping
• Defined and Created process documents for the IT teams for Incident management, Change management, Service Request and Knowledge management
• Created Several Email Notifications, Email notification Scripts & templates for custom applications and as well as for the OOB applications.
• Documented all implementations and best practices defined within team and involved in code review meetings and project deployments.
• Worked on documenting the test cases post development and executing all the test cases to get a sign off before production.
• Worked on testing end to end functionality and executing teams test cases to make the production defect free.
• Peer reviewed other team members work and tested out their end to end functionality with different use cases.
• Performed regression testing on multiple instances before promoting the configurations to production
• Deploying the developed code to Stage/QA/Production instances using Update Sets.
• Fixing the identified bugs, by finding the root cause by causal analysis.
• Provided production support for all bi-weekly releases and L2 support for all issues and worked on instance upgrades

Environment:: Reports, Knowledge Management, Incident management, problem management, change management, Service Catalog, Istanbul, Helsinki, Email notifications, import sets, update sets, Roles, Groups, ACL, Self-service portal

ServiceNow Developer/Admin

Confidential, East Windsor, NJ

Responsibilities :

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Coordinated and communicated with the Process/Business team to get the requirements.
• Created custom Reports based on User request and custom homepages to the users
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Created custom Email Notifications, Notification scripts, Templates for Incident, Problem, Knowledge, Service Request and Change.
• Imported data using transform maps on weekly bases to manage the CI, Location, Asset data.
• Migrated Update sets between System Environments.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Involved in number of IT Dashboard Creation (Work to Review, Executive, Current state and Enterprise Controls), Report Creation and Gauge Creation for Engineering Team
• Manage ITIL Processes monitoring overall system performance using the ServiceNow performance Analytics dashboard.
• Implemented LDAP Integration to load user and group data to Service Now using Import sets and Transform Maps.
• Developed ESS (End User Service Portal) for resolvers we have provided an ESS portal link under self service module in resolver screen.
• Worked in AGILE module in ServiceNow and maintain the Stories, Sprints and releases and track the Sprint development activities.
• Development of various ServiceNow applications like Incident Management, Problem Management, Configuration Management, Discovery, Portfolio Project Management(PPM) and CMDB.
• Implementation of Software Asset Management, ServiceNow Change Management.
• Integration with APIs and backend systems to provide administration/information from website to systems.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Worked on CMDB data upload and transforming the data form temp tables using transform maps and creating business service relationships and mapping.
• Mapping the user requirements / enhancements to Service Now entities and providing estimation for end to end development of requirement.
• Configured Response and Resolution SLA’s and SLA’s breach notification to respective teams.
• Configuring email notifications to the requester and assignment groups based on the requirements with a dashboard link.
• Created email inbound actions and creation of Incident to Service Request.
• Updated test plans and for test scripts added test cases.
• Mapped test cases for the requirement.
• Responsible for tracking, bud reporting and defect management using TFS.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.

Environment:: CMS Designing & Development, Script Include, Java Script, Client Scripting, Jelly Scripting, Service Catalog Workflows, Incident, Service Request, Problem, Knowledge, CMDB, transform maps, Service portal, Helsinki, Email inbound actions, ACL’S, SLA’S.

ServiceNow Developer/Admin

Confidential, Eatontown, NJ

Responsibilities:

• Hands on experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes.
• A ServiceNow master with experience on actualizing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with far reaching learning on Content Management System.
• Setting up Configuration Management sans preparation characterizing the CI classes and their connections.
• Made standard work processes which are being re-utilized and engendered and took care of numerous custom occasions.
• Worked in ServiceNow AGILE Environment with two weeks’ sprint.
• 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.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Created transform maps both automatic field mapping and scripting.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as Updates to Incident, Change and Problem requests.
• Utilized Glide Script in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Created inbound Scripted Web Services to update catalog requests with PO Number from Tally.
• Created complex work flows for both standard and nonstandard catalog items.
• Worked on PPM project management and demand management.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Created and secured reports Using Reports Module in ServiceNow.
• Migrated code between environments using Update Sets.
• Created groups and created custom roles to users as per the need.
• Created custom work flows for auto assigning of service request an incident with customized SLA work flows.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.

Environment:: ServiceNow, JavaScript, Email Inbound action, ACL, SLA, Email notification, Script include, Agile, Demand, Record Producer, Work flow, Reports, Dashboards, CMDB, Transform maps, Scheduled import sets, Incident to service request creation.

UI Developer

Confidential

Responsibilities:

• Involved in the Software Development Life Cycle phases like Requirement Analysis, Implementation and estimating the time-lines for the project.
• Responsible for transforming design mock-ups to W3C standards compliant HTML pages using XHTML, CSS, JavaScript, and JQuery, XML and XSLT.
• Involved in developing the UI pages using HTML, DHTML, CSS, JavaScript, JSON, JQuery and Ajax.
• Developed presentation-tier JSP pages in HTML, Implemented JQuery Data Grid control, Validation control and other Widget controls.
• Developed Web forms/user interfaces using Struts MVC, JQuery and JSP.
• Used Ajax Controls, Web forms, JavaScript and HTML for Commission, Payment and Inventory reports.
• Worked on AJAX controls like Update Panel to manage the post back of the web page to server, AJAX Scripting Manager and Script Manager Proxy controls to register JavaScript and web service files.
• Used JavaScript accordingly for validation purpose, browser detection and controls.
• Developed various AJAX controls and widgets to build a rich User Interface for the application.
• Created Windows services to create automation processing of XML.
• Used Cascading Style Sheets (CSS) to maintain design consistency across all web forms.
• Involved in developing JQuery and AJAX wrapper classes for fast retrieval of data and for animations.
• Created Model objects using Entity Data Model with Entity framework using Hibernate.
• Worked with XPath, XML Node, XML Data documents to synchronize with dataset.
• Involved in production support and raised tickets using ServiceNow tool.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Written script includes and invoked them in business rules and client scripts.
• Imported active directory to service now using data sources.

Environment:: JavaScript, CSS, HTML, JQuery, XML, XPath, AJAX, MVC, Junit, Angular JS, Oracle, Windows.

UI Developer

Confidential

Responsibilities:

• Hands on experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes.
• Analyzed business requirements, participated in technical design, development and testing of various modules assigned.
• Worked on Design, UI, wire-framing HTML, CSS, JQuery, JSP, accessibility, and optimization.
• Translated designs and style guides into functional user interfaces, ensuring cross browser compatibility, performance and robustness.
• Worked with Photoshop, HTML, and CSS for website design, JavaScript for scripting, and used JDBC to connect SQL Server for server-side programming on IIS Server.
• Responsible to manipulate HTML, CSS in jQuery as well as making the page’s dynamic using AJAX, JSON and XML.
• Involved in implementing MVC design pattern using Angular JS.
• Monitored and analyzed Web site activity, traffic and key metrics and SEO techniques.
• Involved and worked on various marketing projects like Social Media, Ad-words, Custom Search, and Google analytics etc.

Environment:: Java, XML, CSS, HTML, JavaScript, UML, Eclipse IDE, WebLogic, Junit, Oracle, Windows.