PROFESSIONAL SUMMARY:

• Implementation, Integrations (SOAP, Web services, REST), Upgrade,LanguageTranslations,Development expertise in Servicenow Technology.
• ITIL Process Development Consultation.
• Green field implementation expertise in Lean Management
• Subject Matter expert (SME) in Java scripting, JSP, XML, Jelly Scripting, SQL, RDBMS, Web services etc.
• Over 7+ years of directly related IT experience and 4+ years of ServiceNow experience Development, Analysis, Technical Design, Testing in all stages of Software Development.
• ServiceNow scripting experience using JavaScript, HTML, CSS, XML, SOAP and Web services
• Configuring Applications using ServiceNow tool, used in ITILManagement with understanding of ITIL V3.
• Proficient in designing and developing Service Catalog using best practices in development.
• Participated in workshops with Servicenow partner teams to help companies implement ServiceNow using best practices in ITSM.
• Leveraging knowledge and experience to deliver end - to-end methodologies within ServiceNow.
• Worked in application development using Java.
• Experience in Fixing CSS Cross Browsing Compatibility issue and web application scaling.
• Proficient in developing web page quickly and effectively using, HTML 5, CSS3, JavaScript, AngularJS and JQuery. Also experience of Web 2.0, Bootstrap, JavaScript, JQuery, W3C Standards and working with Responsive Web Design concepts.
• Configured LDAP Server, for pulling user and group data from Active Directory.
• Experience in all phases of Software Development Life Cycle (SDLC) for applications.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Servicenow, which includes architecting technical implementation of IT Infrastructure Library (ITIL)processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, spring.

TECHNICALSKILLS:

ITIL Tools: ServiceNow modules onIstanbul,Helsinki, Genevaversions. Service Strategy, Continual Service Improvement, Service Design, Service Transition, Service Operation, Service Catalog Management, Business Service Catalog, Technical Service Catalog

Web Technologies: XML, HTML, Java, Java Script, PowerPoint VBA

Database: Oracle 11g, MS- Sql Server, MS-Access

Operating System: Windows, UNIX, Linux

Tools: SQL*Loader, MS Office, MS Visio WINSQL, WINSCP, Verson1, Jenkins

PROFESSIONAL EXPERIENCE:

Confidential, Stamford, CT

Sr Servicenow Developer

Responsibilities:

• Developed and managed application code, user interface, and third-party integration components in all stages ofthe Confidential development projects(i.e. definition, development, deployment)
• Developed mobile app dashboards for Incident and Change Management.
• Created a survey form for Incident Management.
• Worked on email notifications for support teams
• Implemented Project and Portfolio management (PPM) coupled with Timecards and Financial management.
• Trained multiple IT teams to build their portfolios and helped managers to build reports.
• Participated in design, code, test reviews cycles.
• Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company's technical operations.
• Worked on orchestration workflows using active directory activities and developed custom activities using JDBC, REST, SOAP and Power shell.
• Provided detailed architecture analysis and design, and direction on the development activities
• Developed and documented best practice approaches and reusable assets
• Documented technical architectures that could be clearly understood and immediately used by developers toconstruct code and unit test.
• Participated in the full software development life cycle: Analysis, Design, Coding, Testing, Training, andOperational Support
• Gave access to end users to submit requests from Service Portal page.
• Worked on survey and configured the survey on portal and evaluated survey assessments.
• Worked on legacy chat to connect chat
• Used Agile development methodology
• Worked on Custom applications extending task table and configured state flows and workflows
• Worked on common web-technologies including HTML, CSS, JavaScript, Jelly.

Confidential, Glen Mills, PA

Sr Servicenow Developer/Tech Lead

Responsibilities:

• Worked with business owners and stakeholders to translate business requirements into functional requirements within Servicenow and proposing resolution.
• Analyzed and fully understood user requirements and current procedures to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the Service Now roadmap.
• Consult auditors and Information Security leaders on all GRC tasks.
• Worked on GRC application (Governance, risk and compliance).
• Collaborate with the GRC team on the development of the GRC solution.
• Implementing, configuring, onboarding, and administrating GRC plugins
• Created Service Portal pages for the applications as per business requirements.
• Experience in implementing, configuring, onboarding, and administrating GRC plugins.
• Implemented end-to- end Service Catalog, Incident Management, Configuration Management ( Confidential )
• Developed, documentedandmanaged application code, user interface, and third-partytool Virtela with Servicenow
• Worked and on SDLC Plugin activation in all DEV, Test and PROD environments.
• Created Custom Application for MDM Informatica and created custom workflows based on multiple domains
• Trained multiple IT teams to build their portfolios and helped managers to build reports for Incident.
• Worked closely with the Data Architect teamsand the DBA in ensuring that enterprise architecture standards and policiesare met
• Worked on Confidential and Asset Management. Performed Data migration to import data from other applications and external databases.
• Developed and Implemented Incident Management, Problem Management, Change Management and Privileged Access Management.
• Worked with offshore teams and external teams as a lead to give directions on development in Servicenow
• Participated in design, code, test reviews cycles
• Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters Build web content onServicenow Platform
• Provided detailed architecture analysis and design, and direction on the development activities
• Performed Servicenowimplementation tasks including but not limited to: configuration, integration, custom programming
• Developed and documented best practice approaches and reusable assets
• Documented technical architectures that could be clearly understood and immediately used by developers to construct code and unit test
• Participated in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support
• Used SCRUM/Agile development methodology
• Worked on common web-technologies including HTML, CSS, JavaScript, Jelly

Confidential, Orlando, FL

Servicenow Developer

Responsibilities:

• Ensure smooth and top-quality delivery of projects in collaboration with project manager and the project team.
• Participate in the full software development life cycle: Analysis, Design, Coding, Testing automation
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Developed Service catalog which includes creating new catalog items, Modification in Catalog items, designing workflows and execution plans.
• Oversaw design, development, implementation and automated delivery of services into Service Catalog.
• Ensures project scope and objectives are accomplished within the prescribed time frame and funding parameters.
• Involved in Upgradation from Helsinki to Jakarta
• Insight on functional and non-functional requirements related to technical delivery of the project.
• Perform ServiceNow implementation tasks including but not limited to: configuration, integration, Custom programming.
• Develop and document best practice approaches and reusable assets.
• Document technical architectures that could be clearly understood and immediately used by developers to construct code and unit test.
• Perform system and application configuration and management.
• Provide level 2 customer support of tickets assigned to the ServiceNow team.
• Troubleshoot and resolve hardware and software problems.
• Use Kanban development methodologies in VersionOne.

Confidential, Orlando, FL

Servicenow Developer

Responsibilities:

• Worked on Orchestration to automate the top and frequently used service requests
• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation
• Collaborate with the GRC team on the development of the GRC solution.
• Expertise on Servicenow GRC in managing governance framework, policies, laws and regulations and best practices in one system and then mapped them to controls.
• Implementing, configuring, on boarding, and administrating GRC plugins.
• Experience in implementing, configuring, onboarding, and administrating GRC plugins.
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Servicenow platform within the Service Level Agreement.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge managementIT Operations Management(ITOM) modules in Servicenow platform.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.
• Involved with working in an agile development environment.
• Involved in Upgradation from Geneva to Helsinki
• Responsible for mentoring peers and junior curriculum developers in Servicenow platform.
• Implemented End to end Performance Analytics Suite
• Developed Charts, Breakdowns, Grantt Charts etc.
• Developed and documented Integration of third party tool Zenoss with Servicenow.
• Customized the PA Reports for incidents, Service Catalogs.
• Developed Custom reports for data comparison between different data sources for the attribute comparison for Confidential and Asset Management projects.
• Customized custom reports for the software Asset Management license calculation and License entitlements which give the dollar value against the spent on licenses.
• Conducts surveillance activities, and performs technical point of contact duties associated with the asset management operations and logistics performed by a variety of service providers, including reviewing project plans and specifications for workability, informing contractors of performance requirements, and supervising operations for conformance with the asset management program.
• Involved in Fine tuning of Discovery by company the service watch services
• Designed the Service Mappings with Business applications
• Enabled Discovery to discover the home built applications by writing up the custom probes and custom sensors.

Confidential, Boston, MA

Servicenow Developer/Admin

Responsibilities:

• Administration of a Service Now instance including the delegation of groups, workflows, ACLs, business rules, UI actions, UI policies, Data policies, Notifications, client scripts, dictionary, catalog items and updates of all other existing solutions requiring revisions.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, Confidential in ServiceNow.
• Configuration and customization of the Service Now system, including creating workflows to support Incident, customization of Incident SLA’s and Notifications.
• Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.
• Created various Business rules, Script includes Client Scripts, UI Policies, UI Actions and Data Policies.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Built an application portal for employees which was targeted towards advanced users/web developers.
• Using Angular developed built in filters for formatting expression values like dates, currencies etc or limiting the number of items displayed and more.
• Created angular directives, services and factory that can be automatically injected into client script controllers
• Developed Custom widget and gadgets.
• Built several service portals to get the different dashboards created and displayed.
• Configuring work flows for Change and release management.
• Development of Service Catalog requests as well as other modules in the suite.
• Create and update support documentation for the configuration changes made in the system.
• Provide production support and end-user support.
• Create requirements definitions, technical specifications documentation and custom application development.
• Work with IT managers to generate views and reports as needed.
• Maintain Confidential and tool integrations and external data sets.
• Primarily responsible for understanding organizational needs and converting functional requirements to define Technical scope in implementing Change, Incident management and other modules.
• Developed HR service catalog for employees with pre-defined services, benefits, Claims, HR complaints, change of reporting manager and other employee relationship item.
• Developed the workflows for the service request like whenever HR service request get submitted cases will be automatically assigned to HR specialist.
• Build advanced reporting which showcase the metrics of HR team into volume, type of requests, individual workloads, which really helped in aligning the services and improvement of HR operations.
• Worked on servicenow Servicewatch to discover and map the relationships between all applications and IT infrastructure components upon which the business service depends on.
• Involved in Identification of In house applications and Custom Application across the organizations.
• Improved the process to definite the Business Services and Identification of business servers to relate with Data center components as part of service watch deployment.
• Involved in Fine tuning of Discovery by company the service watch services
• Designed the Service Mappings with Business applications
• Enabled Discovery to discover the home built applications by writing up the custom probes and custom sensors.
• Designed the platform to do the CI Class mappings by taking the guideline from Common data model.
• Configured and developed Design patterns for Discovery of CI's. created parsing technics for service watch and identified business services
• Collecting the requirements from all the stakeholders and converting them to the technical requirements for development.
• Involve in project key meetings and resolve implementation related issues in the project.