SUMMARY:

• Overall 11 years of IT experience including 8 years of experience in ServiceNow development, Maintenance and Administration.
• Experience in configuring the application using ServiceNow tool used for ITSM with the ITIL Best Practices with a strong knowledge on ITIL V3. Deep functional and technical knowledge of ServiceNow platform as well as experience delivering medium to large - scale ServiceNow implementations.
• Worked on CMDB and Asset Management in providing better scope of understanding on the inbound and outbound of assets.
• Experience in ServiceNow as both the developer as well as administrator.
• Extensive experience in Technical implementation of ServiceNow such as Designing, customization, enhancing, workflow configuration, integrating and supporting Service-Now suite of products such as Incident Management, Problem Management, Change Management, Asset and Interaction, Service Catalog.
• Experience on ServiceNow Kingston, Jakarta, Istanbul, Helsinki, Dublin, Eureka and Fuji versions.
• Excellent knowledge on IPC and Service Request Management.
• Excellent knowledge on Scripts in SNOW are like: Business Rules, Client Scripts, Catalog Client Scripts, Scripts Includes, Glide Ajax and Global Business Rules
• Good knowledge on Domain Separation, Import Sets, Update Sets, Choice List, UI Policies, Data Policies, Data Lookups, Reference Qualifier and Database Views.
• Experience on Integration with 3rd Party tools like; LAD, Web Services, Omnibus and SSO.
• Extensive experience in standardized Software Development Life Cycle Methodologies development and operation of large-scale implementation support services including SDLC - Scrum Process.
• Experienced in designing and Creating Portals and Portal pages in ServiceNow.
• Extensively worked on MhwebSericssion Ticketing tool end to end development using Java.
• Experience in Service Management and Service Delivery Process. (ITIL Framework)
• Good Experience on Catalog end to end development.
• Experience in all modules of ITOM.
• Experience on FRS, User Manuals, Test Case, Requirements document preparation.
• Good knowledge on Java Scripting and worked on many Java automation requirements.
• Excellent knowledge on SDLC using ServiceNow Agile methodology.
• Good knowledge on designing Workflows to automate the Business Process using ServiceNow.
• Excellent knowledge on creations of custom Applications using ServiceNow.
• Good experience on Action, Roles, Notifications, Inbound & outbound Email Configuration, SLAs, User, Roles, Groups and ACL.
• Developed solutions using JavaScript, Ajax, Web Services REST, SOAP and other web technologies to integrate ServiceNow with internal/external system tools.
• Good experience in developing workflows and in customizing the applications in ServiceNow using Javascript, AJAX, HTML, XML, and DHTML.
• Exceptional organizational skills, dedicated Professional with demonstrated ability of effective management and planning.
• Strong in Functional Knowledge and implementation experience of ITSM (Information Technology Service Management) frameworks and demonstrated project management skills and experience working directly with the customers and clients.

TECHNICAL PROFICIENCY:

Application Servers: WebSphere, J2EE.

Databases: DB2 V 9.5, MYSQL Server 2000/2005 and Oracle.

Skills: ServiceNow, JAVA scripting and Jelly scripting, C#, VB.NET, VBScript, HTML, CSS

Development Tools: Visual Studio .NET 2015/2013/2012/2010/2008

Operating systems: Window family and Unix, Linux.

Project Acquired skills: Technical and Functional aspects of ServiceNow and JAVA Automation Projects.

ServiceNow Skills: Incident, Problem, Change Management, Discovery, Orchestration, ITOM.

PROFESSIONAL EXPERIENCE:

Confidential, Redmond, WA

Sr. ServiceNow Developer

Responsibilities:

• Analyze Existing service center Implementations and data to advise and recommend solutions and convey best practice standards.
• Working as Administrator for entire account which includes giving access controls, creating new groups depending on client requirement.
• Worked on Service Catalog, Incident Management, Configuration & Change Management and Release Management with far reaching learning on Content Management System.
• Developed client scripts, UI Policies, Script Includes, business Rules across the application as per the requirement.
• Experience in all modules of ITOM. (Discovery, Orchestration, Service Mapping, Event Management).
• Performed Service Catalog/Change/Incident/Service Level Management Implementation.
• Experience in technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, configuration Management.
• Well-Versed in customizing the various modules as per the Process requirements and developed custom application for the business customers using the ServiceNow Platform.
• Hands on experience working on import sets to extract data from various other sources and field mapping.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases
• Hands on experience developing user-friendly interface for service catalogs, configuring Users, groups and roles, and customized business rules and client scripts.
• Hands on experience using the Update sets to move the customizations from development environment to the Production instance.
• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.
• Implemented Major incident management process and performed unit testing and integration testing and prepared and documented the test cases.
• Working as Sprint Lead in daily scrum call which is in Agile scrum process
• Attending daily calls with client, monitoring all CTASK activities
• Working all enhancements raised by internal and external teams which includes client scripts, Business rules, UI policies and ACLS.
• Worked on LDAP, Netcool Integrations
• Worked on Service Mapping and Service Watch.
• Worked on Service catalog creating and giving access to new items requests, including record producers and order guides
• Well versed with workflows and creating custom tables depending on the client requirement.

Environment: ServiceNow (Kingston, Jakarta, Istanbul), Change Management, Incident Management, ITIL, SQL, Export/Import, XML, Javascript.

Confidential, New Brunswick, NJ

ServiceNow Developer

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Worked on loading the data into ServiceNow using import sets.
• Extensively worked on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies
• Integration of ServiceNow with Oracle SOA Web services, Dynatrace.
• Involved in creating and configuring the SLAs as per the requirement.
• Imported data from various data sources (FILE, JDBC) using import sets and transform maps.
• Communicated with external web services using SOAP Messages and REST.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Involved in migration between various ServiceNow instances using Update Sets.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• Defined and configured DISCOVERY schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Experience in building and coding Configuration Management Databases (CMDB)
• Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Excellent knowledge on code migration between various Service-Now environments using Update Sets.
• Excellent knowledge on code migration between various Service-Now environments using Update Sets.
• Worked with ServiceNow Discovery Tool and Help the Help Desk to load Configuration Items into CMDB.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5
• Creating the UI pages to use them in catalog items using the UI Scripts.
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.

Environment: ServiceNow, Incident Management, ITIL, ITSM, Java/J2EE and SQL, Problem Management.

Confidential, Minneapolis, MN

ServiceNow Developer

Responsibilities:

• Experience in creating Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Workflows and Email Notifications.
• Involved in creating and updating Access Control List (ACL) rules.
• Built forms in Service Catalog Module. Created standard reusable workflows.
• Experience in ServiceNow development and Implementation.
• Responsible for preparing design level, program-level and user-level documentation.
• Very good experience in UI development experience within ServiceNow working with JavaScript, Glide Script, UI Policy, HTML5 and CSS3 and applying Business Rules
• 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.
• Involved design and configuration of Service Catalog and perform day to day administration of the ServiceNow tool to maintain business services in ServiceNow tool
• Utilize ServiceNow and Remedy problem management tools to open and track tickets
• Oversee Service Desk activity and reporting on out of SLA incident and Service request with ServiceNow
• Adjusted ServiceNow import sets and transforms maps accordingly to ensure data entering ServiceNow tables matched the company outlined requirements.
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.
• Responsible for analyzing, designing and developing business applications which involved customization.
• Workflow administration, data imports, custom scripting using JavaScript.

Environment: ServiceNow, Incident Management, ITIL, ITSM, SQL, Problem Management.

Confidential, Los Angeles, CA

ServiceNow Developer

Responsibilities:

• Involved in analysis of end user requirements and worked closely with Team lead and Business analysts in understanding the current ServiceNow system.
• Designed and implemented new functionality using Business Rules, UI Policies and ACLs.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Configuring Email, inbound and outbound email activities and creating mail scripts on need premise.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in ServiceNow.
• Worked on DISCOVERY and set up Mid Servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Involved in setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.
• Customized the applications using Business Rules, Client Scripts, UI Action and UI Policies, External Data Load using Transform maps, etc., based on the application requirements and rolled out the customizations to upper environments using Update Sets.
• Managed Users, Groups and Roles, Advanced Schedule jobs and Business rule creation. Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Wrote Business rules to avoid empty configuration items to be stored in CMDB after Discovery tool runs a scheduled job.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Extensive experience of integrating ServiceNow with third party tools and implementation of SOAP and REST API.
• Worked with ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.
• Wrote Client Scripts, UI policies, Business Rules, Security Rules and UI Actions, UI Pages/Macros.
• Built Reports, Gauges and Home Pages.
• Worked on creating Users, Roles, Groups and configured LDAP Server and LDAP Listener for updating the user and group table record.

Environment: ServiceNow Fuji, Geneva, Helsinki, Web Services, SOAP, XML, HTML, ITIL, ServiceNow ITSM tool, SCRUM, Asset Management, Incident Management, Problem Management, HTTP, FTPS, Java scripts, Jelly Script, REST, Workflows, SDLC.

Confidential, NYC

Sr.Net Developer

Responsibilities:

• Participated in requirement analysis and application designing sessions along with business analysts and other team members to outline the proposed IT solution.
• Used SilverLight 3 for a great user interface.
• Worked with ASP.NET, Web Forms and Web Services and used ASP.NET membership concept for providing Login interface.
• Developed business logic using C#.
• Designed and developed Graphical user interfaces using C#.
• Designed and developed User Interface using WPF.
• Designed and developed the Graphical User Interface with various controls which includes Textbox, Grid View, Data List, Validation Controls, Calendar, List Controls, and Dropdown etc.
• Developed Master Pages and for providing uniformity among the pages using ASP.NET with the help of style sheets.
• Used AJAX script manager, update panel for partial updates to make UI more responsive.
• ASP.NET AJAX Control Toolkit is used to code queries for DML, DDL Statements.
• Involved in deploying the application on the IIS server.
• Used JavaScript to perform validations.
• Involved in the testing along with the test coordinates.
• Participated in all the meetings and discussions related to the project along with team leads.
• Handled several production issues and as per the requirements enhanced the User Interface.

Environment: C#, ASP.NET, ADO.NET, Silverlight, IIS 6.0, WCF, WPF, .NET Framework 3.0, JavaScript, SQL Server 2005, Visual Studio 2008.