PROFESSIONAL SUMMARY:

• IT professional with 9+ years’ experience, including 4+ years’ experience as ServiceNow Developer/admin. Expertise in Development/Admin and Integration. Looking to leverage my knowledge and experience into a role as Sr. Developer/Admin.
• 9+ Years of IT experience in Software Design, Development, Analysis, Testing and Implementation of business applications for Manufacturing, Financial Banking, Health and Insurance and Utilities verticals.
• Around 4+ years of hands on experience in the IT industry involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now).
• End to End Development and Customization of Incident/Problem and Change management applications per ITIL and INVESCO’s processes and policies.
• Worked on Change Management - Mass updates to CIs in Helsinki.
• Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities, in Helsinki Upgrade
• Good knowledge on Service Portal configuration and customizations.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities, in Helsinki Upgrade
• Assist in the definition of business requirements and provide definitions and updates of system design documentation.
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing java scripts and configuring workflows to implement additional features, customizations and enable the process flow.
• As a ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications.
• Worked on upgrade from Fuji to Helsinki, owing to flexible enhancements by Helsinki.
• Worked on Asset Management - Asset-CI mapping and synchronization, Activity updates for assets with enhancements provided in Helsinki.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, 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.
• Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced Service Now development
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, spring.
• Experience in Fixing CSS Cross Browsing Compatibility issue and web application scaling.
• Extensive experience on implementing the AJAX features using JavaScript and JQuery.
• Experience with Firebug for Mozilla, Developer Toolbar for Chrome and IE Developer Toolbar for Internet Explorer for testing applications.
• Web development experience in developing dynamic websites with emphasis on content management, interactive portals and complex online systems following WCAG and W3C standards
• Self-motivated, able to work independently and in teams; can handle multiple projects while paying attention to details; accomplished problem solving and analytical skills.
• Efficient team member with excellent work/time management skills, excellent leadership, communication and interpersonal skills and ability to work under strict deadlines

TECHNICAL SKILLS:

ITSM Tools: ServiceNow, 7.6.4/5.x/4/x, Service Desk 7.6.4/6.x/5.x/4.x,Service Request Management 2.1/2.2/7.6,Change Management 7.6.4/6.x/5.x/4.x Service Level Agreement 7.x

Specialties: ServiceNow, ITIL.

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX.

Scripting Language: JavaScript, Jelly Script

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: TOAD, SQL*Plus10g/9i.

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: UNIX, Linux and Windows

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint).

PROFESSIONAL EXPERIENCE:

Confidential, WILMINGTON, DE

ServiceNow Developer/Admin

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Working with client and functional requirements within Service Now.
• Facilitating rollout of new applications and modules.
• Worked on upgrade from Fuji to Helsinki, owing to flexible enhancements by Helsinki.
• Worked on Asset Management - Asset-CI mapping and synchronization, Activity updates for assets with enhancements provided in Helsinki.
• Worked on Change Management - Mass updates to CIs in Helsinki.
• Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities, in Helsinki Upgrade
• Assist in the definition of business requirements and provide definitions and updates of system design documentation.
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery
• 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 notifications
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts
• Imported Active Directory to Service now using data sources.
• 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.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB

Confidential, Richardson, TX

ServiceNow Admin/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.
• Experience in designing, development and implementation of ServiceNow Platform ITSM application.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
• Creation of tables within ServiceNow
• Creation of custom reports and designing the dash board.
• 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 Service Now platform within the Service Level Agreement.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.
• Involved with working in an agile development environment.
• Responsible for Berlin upgradation in ServiceNow and also involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Responsible for mentoring peers and junior curriculum developers in Service now platform.

Environment: ServiceNow Eureka/Dublin, Windows 11, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX

Confidential, Norfolk, VA

ServiceNow Admin/Developer

Responsibilities:

• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company's technical operations.
• Participated in process designing sessions and documented ITIL process flows.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Experience in designing, development and implementation of ServiceNow Platform ITSM application.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
• Experience in designing, development and implementation of ServiceNow Platform ITSM application.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
• Creation of tables within ServiceNow
• Creation of custom reports and designing the dash board.
• Creation of tables within ServiceNow
• Creation of custom reports and designing the dash board.
• Design and implement SLA - Service Level Agreement and the required work flow with Email notifications.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Create schedules, reports and monitor performance of Service-Now.

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services

Confidential, Exton, PA

UI Developer

Responsibilities:

• Worked on various phase of a software life cycle: Design, implementation, verification and maintenance.
• Developed HTML and CSS codes for front-end deployment.
• Developed Web forms using PHP, JavaScript, CSS and HTML.
• Wrote various methods to manipulate HTML, CSS in JQuery, made web pages’ dynamic using AJAX, JSON, and XML.
• Design standards compliant code with emphasis on browser compatibility, accessibility, search engine optimization with frameworks/libraries such as JQuery and Bootstrap etc.
• Implemented MySql and other relational database in various projects.
• Practiced continuous Integration, unit testing, TDD, and refactoring.
• Updated the existing Website of client’s as per the request.
• UML and Agile Modeling were used throughout development process.
• Developed dynamic pages using PHP and JavaScript.
• Wrote various methods to manipulate HTML and CSS in JQuery, made web pages’ dynamic using AJAX, JSON, and XML.
• Created System Diagrams, Flow-Chart, and Database Diagrams using VISIO.
• Validating all the User’s Inputs through Java Scripts and Regular Expressions.
• Wrote MySql Stored Procedures and Views for fetching of data from multiple tables.

Environment: Eclipse, MySql, HTML5/DHTML/XHTML, CSS, PHP, JavaScript, JQuery Integration, Mozilla, Firebug and Microsoft Outlook.

Confidential

UI Developer

Responsibilities:

• Requirement gathering and understanding.
• Creation of highly Usable, Accessible, X-Browser, X-Resolution, and X-Platform compatible web applications using (X)HTML, DHTML, CSS, JavaScript, JavaScript Libraries.
• Translated wireframes into optimized program code using XHTML, CSS, JavaScript and DHTML.
• Worked extensively on numerous web technologies including HTML5, CSS 2.0, CSS 3.0, and JavaScript.
• Tested of websites for W3C validation and testing it in major browsers like Firefox, IE7, IE8 and Opera.
• Used Firebug, Firebug Lite, and IE Developer Toolbar for debugging and browser compatibility.
• Fixed bugs and provided support services for the application.
• Handling code optimization techniques to decrease much use of JavaScript in creating dynamic functionality, with the use of CSS classes.
• Used AJAX and JSON to make asynchronous calls to the project server to fetch data on the fly.
• Provided JavaScript and CSS fixes for the UI for issue like orientation issues in web and JQuery implementation.
• Worked on developing application in safari and chrome.
• Experience in designing, development and implementation of ServiceNow Platform ITSM application.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
• Creation of tables within ServiceNow
• Creation of custom reports and designing the dash board.
• Provided a brandable solution for all application so that header and footer are the same across the application.

Environment: HTML, DHTML, CSS, AJAX, JavaScript, JQuery, SVN, Eclipse, Microsoft FrontPage, and Adobe Photoshop CS3.

Confidential

Web/UI Developer

Responsibilities:

• Involved in Agile development process based on iterative development
• Design development of presentation layers using HTML, CSS, JavaScript and JQuery
• Used JavaScript and JQuery for validating the input given to the user interface.
• Developed Mock-up designs as per the requirements of Business.
• Developed the complete HTML, CSS and JavaScript of the pages with emphasis on performance, accessibility (AA) and SEO standards.
• Implemented Performance Tuning to make the pages load fast and in an effective way.
• Implemented AJAX to speed up web application.
• Used JQuery extensively for event handling, DOM manipulation and cross-browser compatibility.
• Performed extensive unit testing (end-to-end) and prepared detailed test scripts as part of it.
• Designed and developed code for table less web interfaces using XHTML, CSS, and DOM.
• Worked closely with Technical Development Manager to help track, prioritize, estimate, and recommend resources for all Technical Development Team projects.
• Used SVN as version control

Environment: JAVA, Servlets, EJB, JDBC, Hibernate, Spring, JSP, Java Script, SVN and HTML, XML and SQL, CSS, JavaScript, JQuery, JSP, AJAX.