PROFESSIONAL SUMMARY:

• A qualified IT professional with almost 7 +years of experience including Extensive experience as ServiceNow developer and administrator .
• Experience in SDLC (Software Development Life Cycle).
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Developed portals from the scratch by using OOB configuration features.
• Experience in designing, developing, customizing, and administering ITSM suite of applications.
• Experience in configuring different modules of ServiceNow .
• Good knowledge about ITIL standards which are helpful in development and customization of ITSM Applications .
• Used SQL scripting to write queries in ServiceNow .
• Good experience with Fuji, Geneva, Helsinki, Istanbul, Jakarta, and Kingston .
• Migrated ServiceNow environment from Jakarta to Kingston.
• Experienced in Migration process in ServiceNow .
• 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 .
• Designed, configured, and implemented solutions using JavaScript .
• Strong skill set in the ServiceNow suite development including SOAP/REST integration, Web services, Discovery, Workflow, and CMDB.
• Good knowledge of CMDB and Asset Management services: Business Services and Configuration item relationships.
• Experience with utilizing GRC tools to automate information security processes and reporting.
• Developed integration with System Center Configuration Manager (SCCM).
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Understanding of IT Service Management ( ITSM ) and the ITIL business process along with maintenance of service level agreement ( SLA ) and monitoring of SLA’s in a workflow.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Maintain Single Sign-On integration and create an access control rule ( ACL ).
• Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow .
• Configuration Development and development of Requirement Integration components ( SSO, LDAP ).
• Good experience with ServiceNow Content Management System ( CMS ).
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JSON, AJAX, Require JS, Bootstrap and XML.
• Executing Test Plan (Test Execution), Performing User Acceptance Testing (UAT) activities.
• Capable of learning quickly and delivering solutions as an individual and as part of a team. Self-motivated Team player with excellent interpersonal and communication skills.
• Adaptive to team environment and the capability of completing complex tasks independently.

TECHNICAL SKILLS:

ITIL: ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAP

Programming Languages: C, C++, Java, ASP.Net(C#), SQL, Angular.

Web Technologies: XML, HTML, JavaScript, CSS, PHP

Software Methodologies: SDLC, Waterfall, Agile

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, SQL Developer

Web/Application Servers: Web Logic 10, Apache Tomcat, Windows Exchange

IDE: Eclipse

Tools: and Packages: Rational Rose, Maven, MS Office, MATLAB

Operating Systems: Windows, Linux, Mac

PROFESSIONAL EXPERIENCE:

Confidential, New York, NY

Service Now Developer/Admin

Responsibilities:

• Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, and Reporting.
• Created Data Sources and Used Import sets and Transform maps to import data into ServiceNow .
• Involved in Creation and modification of various UI Policies , Data policies , Client scripts , Business Rules, Script includes, UI Actions.
• Worked on Angular JS for loading templates on a REST services.
• Developed solutions in the ServiceNow platform that are suitable and ITIL compliant, identify and define business solutions for ITIL users.
• Handled Networking team based on their requirements in ServiceNow .
• Customized CMDB Dashboard.
• Customized widgets in CMDB.
• Customization of form layouts, fields, system dictionary, configuring email notifications, events, building reports and gauges. Facilitating rollout of new applications and modules. Creating and assigning roles to Knowledge Portal and Self-Help articles for various user communities.
• Integrated Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow .
• Upgraded ServiceNow lower instances Dev and Test from Eureka to Fuji.
• Responsible in maintaining CMS pages, forms, layouts and blocks.
• Implemented Performance Analytics (PA) , Key performance indicators (KPI) of incident and problem management as recommended by ITIL.
• Created login pages to ESS portal.
• Involved in integration with ServiceNow by using REST API s.
• Implemented Service Catalog , CMS, MID Server, Integrations with LDAP, and other applications external to ServiceNow .
• Administration of a ServiceNow instance including the delegation of groups, modification of CMS, workflows, business rules, UI pages, UI actions, UI policies, ACLs, Catalog items and updates of all other existing solutions requiring revisions.
• Worked with process owners and Stakeholders for gathering requirements and created user stories by breaking the requirement.

Environment: JavaScript, JQuery, Html, CSS, Glide Script, ServiceNow (Eureka and Fuji), Web Services, Asset management, Reports, Knowledge Management, Incident management, problem management, Change management, Service Catalogs.

Confidential, Frisco, TX

ServiceNow Developer / Admin

Responsibilities:

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Partnership Directors in understanding the current ServiceNow system.
• Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting).
• Setup the process for Incident Management, Problem Management, Knowledge Management, Change Management and Service Catalog according to the Client requirements.
• Created from scratch and created pages and widgets for the Service portal .
• Implemented Service Portal Globally within the Client.
• Created various catalog items, record producers and order guides for on boarding using variables, variable sets, catalog client scripts and catalog UI policies.
• Created new theme for the portal.
• Created multiple pages with complex data and created widgets containing complex structures.
• Developed and delivered customized portal web pages in ServiceNow using Bootstrap and AngularJS, JavaScript frameworks .
• Implemented system security by using Access Control Lists (ACL) .
• Worked on C onfiguration Management Database (CMDB) and Asset Management Database (AMDB).
• Worked on configuration of LDAP connection in ServiceNow, LDAP servers to upload SSL certificate.
• Worked with ServiceNow Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, and Incident Templates.
• Set up Discovery Module to load Configuration Items and Relationships into ServiceNow .
• Successfully migrated existing CMS to Service portal .
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Configuration of service portals/configuration and support of GRC and Security Operations-related processes.
• Created Order Guides for new employee and contractor on boarding, terminating employee, and transfer of employees.
• Worked on orchestration workflows, incident impact analysis and on the infrastructure configuration.
• Worked on the alerts that triggered in the dashboards
• Dealt with the discovery on the sensors and probes areas, MID server installation .
• Wrote Classifiers and identifiers to direct the Discovery tool to gather the information of the configuration items with no error.
• Designed and maintained Service portal for user access to Knowledge Base and Service Catalog .
• Created solution when ADD ATTACHMENT feature not available on Order guide
• Good experience with IT Service Management (ITSM) and the ITIL business process along with maintenance of service level agreement (SLA) and monitor an SLA workflow.
• Involved in migration of Jakarta to Kingston .

Environment: Change management, Java Scripts, SQL, LDAP, Portfolio Project management, Knowledge management, Asset management, Contract management, Procurements, Reports, Service Portal, Clone, and Upgrade to Kingston.

Confidential, Los Angeles, CA

ServiceNow Consultant

Responsibilities:

• Analyzed the stories and converted them to Enhancements in the Scrum application inside ServiceNow .
• Implemented Incident, Problem, Change management, Asset Management .
• Worked on UI customizations to add Tables/Fields, UI Policies, UI Actions, Business Rules, Client Scripts, and Script Includes .
• Creating new Groups and adding Users to the groups in service now.
• Involved in building end to end Change Management process flow, Form customizations, email notifications creation, creating different types of workflow to carry out different process flow with respect to the type of the Change ticket.
• Have a clear understanding of developing server-side scripts and client-side scripts in a domain separated instance.
• Created Access Control List (ACL) rules for forms, tables, modules and also managed groups/roles according to the requirement.
• Created Service Portal pages for the applications as per business requirements .
• Created Service Catalogs to Establish and interact with key process applications including Incident, Problem, Change and Knowledge Base .
• Creating / Updating the service catalogs or catalog items into the Employee self-service portal (ESS portal).
• Customized and defined the Workflows and configuring the items to the carts in the Service catalog.
• Involved in configuration and implementation with CMDB .
• Using Import Sets for data loading from external file or database to the ServiceNow .
• Created and used update sets to move customizations between the instances.
• Worked on different areas of scripting in ServiceNow and have created different configuration records like background scripts, fix scripts, client scripts, UI scripts, Business rules, Script Includes, Transform Scripts, Script actions, inbound email action scripts etc.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML and XHTML.
• Expertise in instance maintenance activities like preparing the instance for Upgrade/Clone.
• Built custom application ‘Program Oversight’ from scratch and converted the functional requirement shared by the customer to a custom application as per the best practice suggested by the ServiceNow .
• Designing service portal in using HTML, JavaScript, and AngularJS.
• Created Several Email Notifications for custom applications and as well as for the OOB applications.
• Created inbound email actions to process the incoming emails either to do a record action or to send a reply email.

Environment: JavaScript, JQuery, Html, CSS, Glide Script, ServiceNow (Geneva, Helsinki, and Istanbul), Web Services, Asset management, Reports, Knowledge Management, Incident management, problem management, Change management, Service Catalogs.

Confidential, Austin, TX

UI Developer

Responsibilities:

• Involved in translating Business Requirement into Technical Requirement.
• Involved in all the phases of SDLC including Requirements Collection, Design and Analysis of the customer specification from the Business Analyst.
• Involved in developing the UI pages using HTML, CSS, JavaScript, JSON, jQuery, AJAX.
• Designed UML class diagrams and Use Case diagrams to understand the code easily.
• Oracle9i database was used as back-end layer.
• Used JDBC API to communicate with the database.
• Developed various test cases such as unit test, mock test and integration test using JUnit.
• Used jQuery and AJAX for service calls on pages to interact with the server for information.
• Utilized various JavaScript and jQuery libraries, AJAX for form validation and other interactive features.
• Used AJAX, JSON to send request to the server to check the functionality of the website.
• Developed the presentation layer and GUI framework that are written using JSP.
• Client-side validation was done using JavaScript.
• Extensively involved in the development of Java Server Pages (JSP).
• Involved in performance and SQL Query optimization.

Environment: HTML, JSON, XSLT, CSS, JavaScript, AJAX, Adobe Photoshop, PHP, MySQL.

Confidential, Houston, TX

Java Developer

Responsibilities:

• Deployed application on Tomcat server and also configure using Web Sphere Application Server .
• Used MVC Framework to implement the required functionalities for the modules.
• Designing the system and documenting Use Cases, Class diagrams, Sequence diagrams.
• Design and develop Servlets, Session and Entity Beans to implement business logic and deploy them on the Web Sphere.
• Involved in development of user interface using JSP, HTML and JavaScript.
• Developed SQL Queries, Stored procedures in Oracle.
• Develop the User Interface Screens for presentation logic using JSP, Struts, Tiles and HTML.
• Involved in Configuring web.xml and struts-config.xml according to the struts framework.

Environment: Java, JSP, Struts, Tomcat, Selenium, Oracle 9i, Windows NT 4.0, Windows 2000 workstation/Server, WebSphere Application Server, Windows XP.