PROFESSIONAL SUMMARY:

• A competent professional with around 5 years of experience in IT industry and around 4+ years of experience as ServiceNow Developer and Administrator.
• Experienced in developing, customizing & administering ITSM and ITOM suite of applications.
• Experienced in the System Development Life Cycle (SDLC) processes including customer requirement analysis and system design.
• ITIL Foundation Certified & ServiceNow system Administration Certified.
• In - depth knowledge of the Technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integration.
• Experienced in designing User Interface (UI) applications and professional web applications.
• Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies and Business Rules to enhance the ServiceNow functionalities to support the new business needs.
• Worked with Record Producers, Order Guides, Work Flows and Orchestration in Service Catalog Management.
• Extensive experience in working with User Management including Users, Groups, Roles and Access Control Lists.
• Worked with transform maps, data sources and different transform scripts for data loads and management.
• Experience in, monitoring tools, bridge calls, outage communication, business impact analysis, IT service continuity management, SLA management.
• Strong work experience on Relational database management systems like DB2, Oracle and SQL server.
• Well versed with Scrum and agile methodology.

TECHNICAL SKILLS:

ITSM Tools: ITSM Suite, ServiceNow, HPSM

Languages: Java, J2EE, JavaScript.

Web Technologies: HTML, XML, JSP, JSF, Struts, CSS.

Application Servers: Tomcat, JBoss.

Databases: Oracle, SQL Server, Mysql, DB2.

Operating Systems: Windows 7/ 8/ XP, UNIX.

PROFESSIONAL EXPERIENCE:

Confidential, Monano, WI

Servicenow Developer

Responsibilities:

• IT Service Management applications development on Service-Now platform to automate the day -to- day corporate business processes.
• Developing and supporting IT Infrastructure services like Incident, Problem and Change etc.,
• Implement, Administer and support of Service Now platform.
• Configure Workflow, Application UI and Customize ServiceNow applications, Perform minor enhancements requests to the clients Service Now instances, including changes to the user interface, system properties, foundation content, and modifications to existing workflow.
• Facilitate roll out of new applications and modules in ServiceNow.
• Handle general updates and configuration changes/requests.
• Identify system deficiencies and recommend solutions.
• Ensure latest release of ServiceNow application is implemented in a timely manner with minimal or no disruption to client IT operations.
• Maintenance and continuous improvement of the processes, standards, policies, working methods, and tools.
• Ensure appropriate tools and processes are in place to have a development/production environment that is reliable and reproducible.
• Ensure tool configuration consistency across development, testing and production environments.

Environment: Service Now, Infrastructure Service Request, Change Management, Knowledge Management, Asset Management, Incident Management, Problem Management, HTML, JavaScript, CSS.

Confidential, St Louis, MO

Servicenow Developer

Responsibilities:

• Key player in one of the largest Service-Now implementation which ranks in top 3 of Service-Now.
• IT Service Management applications development on Service-Now platform to automate the day -to- day corporate business processes.
• Developing and supporting IT Infrastructure services like Incident, Problem and Change etc.,
• Coordinate offshore team (strength 6) of a specific business process named TTS (Target Technology Services).
• Interaction with functional/process owners over phone to understand the business processes and new requirements.
• Developing and Configuring Business Rules, Script Includes, UI policies, Catalog Client Scripts and Client Scripts etc.,
• Configuring Integration Web Services with third party applications.
• Creating custom tables, fields and configuring access controls over them.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Deployment checklist and test case document preparation.
• Performing unit testing and integration testing with other GDC developers for the cross stream development projects.
• 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
• Mentoring and training new team members on their assignments.

Environment: Service Now, Infrastructure Service Request, Change Management, Knowledge Management, Asset Management, Incident Management, Problem Management, HTML, JavaScript, CSS.

Confidential

Servicenow Developer

Responsibilities:

• Involved in creating the ITSM monthly reports and the company's internal reports with Service Now.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Created Catalog Service Requests and associated Workflow process as per the client requirement.
• Configured multiple forms for Asset module using Configuration Management Database.
• Worked on HR case management module to create and edit tasks associated with HR cases.
• Documented all implementations and best practices defined within team.
• Involved in creation of reports, dashboards in Service-now.
• Implementation, Customization and Maintenance of Knowledge, Service Catalog in ServiceNow.
• Created Knowledge article, HR case records in HR case management module.
• Experienced in the analysis, development and automation of Service Request and Configuration.
• Involved in Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress

Environment: JavaScript, HTML, CSSS, Asset Management, Incident Management, Problem Management, Change Management

Confidential

UI/Web Developer

Responsibilities:

• Worked in all phases of SDLC, including requirements analysis, design and development, debugging supporting QA teams and debugging production issues.
• Wrote application level code to perform client-side validation using JavaScript/jQuery.
• Worked with business system analyst to understand the requirements to ensure that right set of UI modules have been built.
• Wrote application level code to perform client-side validation using jQuery and JavaScript.
• Wrote jQuery functions while implementing various UI Screens across the whole web application (both consumer facing as well as internal application).
• Streamlined the Responsive Web Design to enhance the User Experience and developed designs for the prototypes for the Mobile UI.
• Worked on consuming JSON object creation, parsing on both clients as well as server side.
• Extensive use of jQuery Events for manipulation of events and jQuery plugins for menus and widgets.
• Performed website optimization and faster page loading using CSS sprites.
• Worked on debugging JavaScript and HTML code with Firefox Firebug and Google chrome JavaScript debugger.
• Created images, logos and icons that are used across the web pages using Adobe Photoshop.

Environment: HTML, JavaScript, AJAX, CSS3, JSON, jQuery, XML.