SUMMARY:

• Qualified IT Professional with close to 7+ years of experience including 5 years of experience as a Service - Now suite developer and administrator.
• Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Content management system(CMS), Reporting, Gauges, Integration with Web Services.
• Functional knowledge and implementation experience of ITSM frameworks.
• Extensive work experience in Web technologies including HTML, JavaScript, AngularJS, Bootstrap, CSS.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Working experience on Web services, Discovery, Workflow, and CMDB.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Gained knowledge on Bootstrap on designed templates for navigation for designing Web applications.
• ImplementedAngularJS controllers to maintain view data.
• Maintained applications using Javascript, AngularJS, HTML and CSS.
• Have knowledge on Geneva release for fixes for Password reset, ODBC and mobile.
• Involved in creating and updating Visio Process documents.
• Gained knowledge in testing and detecting defects in JIRA.
• Service-Now Administration and Production support including maintenance of lower environment instances.
• Involved in subsequent releases to ongoing UAT instance.
• Good understanding of object oriented analysis design and application development.
• Hands on experience Web Development using HTML, CSS, XML, XSLT, JavaScript, JQuery and XSL. Good experience in application development using Java/J2EE, JSP.
• Strong skill set in the Service Now suite development including SOAP/RESTintegration.
• Service-Now Administration and Production support including maintenance of lower life cycle instances. Familiar with versions Eureka, Dublin, Berlin.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Create, monitor, modify, and publish service catalog workflows with approvals. maintain Single Sign-On integration
• Experience in creating and maintaining access control lists(ACL).Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Well versed and good understanding in creating Transform maps, field mapping, creating scripts and import set tables for importing data into Service Now.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

TECHNICAL SKILLS:

ITSM TOOLS: SERVICENOW, ITSM SUITE.

LANGUAGES: JAVA 1.6, JAVA SCRIPT, SQL, PL/SQL

DATABASES: Oracle 10g, SQL Server 2005

WEB TECHNOLOGIES: HTML, HTML5, CSS, CSS3, DHTML, XML, XSLT, JAVASCRIPT, JQUERY,AJAX, WEB SERVICES, JSP

APPLICATION SERVERS: IIS 5.0, APACHE, TOMCAT, WEBLOGIC

RDBMS: ORACLE10G/11G, MS ACCESS

OPERATING SYSTEMS: WINDOWS NT/2003 SERVER/XP AND UNIX

J2EE: JSP1.2, Servlets 2.4, Struts 1.2, Spring, Hibernate, JNDI, JMS

HELPDESK & SUPPORT SYSTEM: JIRA, NEXUS

PROFESSIONAL EXPERIENCE:

Confidential, Plano, TX

ServiceNow Developer

Responsibilities:

• Design and implement new functionality using Business Rules, UI Policies, and UI actions.
• Written script includes and invoked them in business rules and client scripts.
• Advised designers, researchers, content writers on the functional and implementation limitations/feasibility ofServiceNow service portal and delivered a fully custom portal design and later implemented it.
• Developed a custom service portal with an intense/ambitious front-end design from scratch without using any OOT widgets or components.
• Worked on Angular JS for widget development to interact with server side, client side, HTML template and linkfunction. HTML, CSS, bootstrap components were used extensively in the widgets.
• Created custom widgets, pages, themes, search sources, CSS style sheets, angular providers etc.
• Wrote CSS style sheets to maintain portal wide integrity and alignment of components which would not disturb thestructure in any resolution or device.
• Created and edited knowledge articles such as a policy or release notes to share information across the organization.
• Created filters to be available for different set of users for multiple modules.
• Provided constant OPS support in solving the issues.
• Worked on Inbound Email actions, Script Includes and creating new tables as per the requirements.
• Participated in daily Scrum meetings and regular sprint planning and review meetings.
• Collaborate with business analysts to clarify requirements and create test cases.
• Created service requests or record producers from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
• Loaded, manipulated and maintained data between Service-now and other systems.
• Worked with IT managers to generate views and reports as needed.

Confidential, Sunnyvale CA

ServiceNow Developer

Responsibilities:

• Designed, developed and tested solutions built on our client's SaaS hosted ServiceNow platform.
• Collaborate with business analysts and other developers to identify ways to simplify user experience.
• Advanced scripting of business rules, Client Scripts and worked on UI Policies, UI Actions, ACLs, Workflow Activities, etc.
• Development of Service catalog which includes creating/modifying catalogitems, creating new variables for the catalog.
• Involved in creating new Workflows and also worked, modified existing workflows using Graphical Workflow editor.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Worked with reporting and configuring service level agreements (SLAs).
• Worked on third party Web Services using SOAP Messages.
• Worked on ServiceNow Suite development in Sending and Receiving data through REST API with Workday.
• Provided constant OPS support in solving the issues.
• Worked on Inbound Email actions, Script Includes and creating new tables as per the requirements.
• Participated in daily Scrum meetings and regular sprint planning and review meetings.
• Collaborate with business analysts to clarify requirements and create test cases.
• Created service requests or record producers from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
• Loaded, manipulated and maintained data between Service-now and other systems.
• Worked with IT managers to generate views and reports as needed.
• Analyzed user requirements and current procedures in order to improve system capabilities automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap.
• Performed system and integration testing with sample and live data.

Confidential, Durham, NC

Service Now Consultant

Responsibilities:

• Inventory current servers, systems and network environment.
• Reconcile inventory data with Critical Applications and Systems List (CASL) and any existing inventory data.
• Build new master data sheet of inventory and CASL information/attributes.
• Import all data and corresponding attributes to our new ServiceNow instance.
• JavaScript experience including usage of jQuery, Bootstrap for developing with HTML and CSS and AngularJS frameworks experience.
• Develop/Coordinate any additional documentation as needed/required.
• Advanced scripting of business rules, Client Scripts and worked on UI Policies, UI Actions, ACLs, Workflow Activities, etc.
• ServiceNow configuration/setup experience.
• Gained experience with multiple update sets and coordinating their promotion throughout multiple instances .
• Worked with different departments to deliver automated workflow solutions with Users, Roles and Groups.
• CMDB CI (Configuration Management Database Configuration Item) setup experience.
• Basic understanding of technology infrastructures (e.g. server, network, san, etc…).
• Keen attention to detail.
• Self-starter (i.e. ability to jump in and run with little ramp up time).

Confidential, Columbus, OH

Service Now Consultant

Responsibilities:

• Document development work as needed for implementation (i.e., User Stories, Development and Scripting documentation, Status, etc).
• Followed Agile Methodologies(Scrum) and involved in requirement gathering, analysis.
• Have documented the user stories and tested the stories as per the requirement.
• Developed customized portal web pages in ServiceNow using JavaScript
• Wrote test cases for the stories while estimating and validating as per the request.
• Design and implement new functionality using Business Rules, UI Policies, and UI actions.
• Written script includes and invoked them in business rules and client scripts.
• Experience with ServiceNow integration using LDAP, MS Active Directory, Single Sign-on and web services integrations.
• Good knowledge of CMDB programon updating on regular basis.
• Maintained test steps along with screenshots for further references and also ensured in resolving the bugs which are logged while testing.
• Experienced in regression testing on user stories.
• Created and edited knowledge articles such as a policy or release notes to share information across the organization.
• Involved in subsequent releases to ongoing UAT instance.
• Experience implementing and customizing a web architected and SaaS applications
• Created custom filters and services in AngularJS to keep the code modularand reusable.
• Used Bootstrap for styling the HTML elements.
• Maintain sites implementing responsive design & themes using front-end development frameworksincluding Bootstrap.
• Created filters to be available for different set of users for multiple modules.
• Development of Service catalog which includes creating/modifyingcatalogitems, creating new variables for the catalog.
• Involved in creating new Workflows and also worked, modified existing workflows using Graphical Workflow editor.
• Extensively worked in creating multiple style sheets, themes for pages. Involved in implementing multiple configuration changes and also in creating specific admin page in Content Management.
• Also responsible for setting access levels for various Applications/Module menu items for users and the data visibility.
• Created, modified multiple dashboards and provided access at group level as per requirement.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, ServiceCatalog, CMDB in ServiceNow.
• Communicate technical problems and solutions to both technical and non-technical audiences.
• Writing Catalog client scripts and UI policies to make client side changes.
• Created and utilized Update Sets to migrate customizations from one instance to another instance.
• Involved in creation of Email Templates, Email Notifications and Inbound Email actions.
• Advise on options, risks and impacts on businessprocesses and technical solutions.
• Worked with reporting and configuring service level agreements (SLAs).
• Worked on third party Web Services using SOAP Messages.
• Created services that perform HTTP calls using Angular-HTTP to backend REST API for data retrievals.
• Created UI Actions on the forms and given ACL’s to the users.
• Participate productively in a Collaboration process as part of an agilescrum team.
• Strong understanding of ITIL and ServiceManagement.

Confidential, Charlotte, NC

Service Now Developer

Responsibilities:

• Created functional and technical specifications documents for various ServiceNow modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Create multiple knowledge bases and assign these knowledge bases to individual managers responsible for controlling the behavior and organizational scheme of each knowledge base.
• Created workflows - tasks, group approvals, user approvals, branch, join, rollbacks, set values, run scripts. Created UI actions for sending knowledge articles to stages - ‘Send to review’, ‘Publish’, ‘Back to review’.
• Created Client scripts, Business rules, Script includes UI policies for manipulating data in Knowledge management.
• Involved in creating and updating Visio Process documents.
• Gained knowledge in testing and detecting defects in JIRA.
• Import sets and transform maps are used in data migrations and imported data from excel sheets.
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Created CI relationships and Suggested CI Relationships
• 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.
• Called third party Web Services using SOAP Messages.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Confidential

ServiceNow Admin/ Developer

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on modifying existing workflows to meet the new requirements and also updated using best practices.
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies for multiple modules.
• Configured multiple Catalog Items Front - end web / GUI components using JavaScript, CSS, HTML5
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating reports as per requirement provided by the business and also involved in creating new fields to capture information for reporting purposes.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items and also involved in few user training sessions.
• Working on different kinds of variables and variable sets.
• Hands on experience with UI Actions/ UI Policy/ Access Control Lists /Email Notifications for Incident analysis.

Confidential

J2EE Developer

Responsibilities:

• Involved in preparing views using JSP.
• Responsible for developing business logic.
• Involved in developing Model Classes which take care about DB operations.
• Coding using Struts, JSP, Java Servlets and HTML pages.
• Involved in development, administration, and integration testing
• Creating Junit test cases for variation and Exception tests.
• Integrating my application with the existing Combined Web Application.

Environment: JSP, Struts, Servlets, JavaScript, CSS, XML, HTML, XHTML, Oracle 9i.