PROFESSIONAL SUMMARY:

• A competent professional with around 6 years of experience in IT industry and around 4+ years of experience as ServiceNow Developer and Administrator.
• Experienced in designing, 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 V3 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 using HTML, CSS, JavaScript, JQuery, Ajax, JSON, XML and Web Services (SOAP, RESTful)
• Strong knowledge of Design and Operations, LDAP, Active Directory, SAML, SSO, OAuth, web protocols.
• 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.
• Experienced in implementing, troubleshooting and maintain Discovery, Service mapping, Orchestration (VMware, LANDesk, Jenkins), Event management.
• Experienced in Web service integration (inbound and outbound) with third party application such as Poser BI, Microsoft SCCM, LANdesk, Solarwinds etc.
• 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.
• Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions . Strong understanding of web applications, networks, protocols and email (SMTP, POP3 ).

TECHNICAL SKILLS:

ITSM Tools: ITSM Suite, ServiceNow, HPSM

Languages: Java, J2EE, JavaScript, Angular JS, SQL, PL/SQL

Web Technologies: HTML, XML, JSP, JSF, Struts, CSS, Ajax, Glide scripting

Application Servers: Tomcat, WebLogic, JBoss

Databases: Oracle 11g, SQL Server 2005, Mysql5.0.1, DB2

Operating Systems: Windows 7, Windows 2008/XP, UNIX

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

ServiceNow Developer

Responsibilities:

• Responsible for requirement gathering and translate business requirements into technical architecture of the proposed solution taking advantage of out of box functionality minimizing required customization.
• Implementation and customization of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog management, Asset Management and Survey management.
• Providing solutions and standardize the ITSM process to meet the customer requirements and responsible for coordinating Problem Management and Incident management teams.
• Involved in LDAP integration (NetIQ) with Service-Now for obtaining users and groups. Configured Multi SSO.
• Worked on Service Mapping to define business services (web-based applications, generic applications), troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Configured Event Management by configuring Connector Instances to pull alerts from Solarwinds for defined business services. Defined alert correlation rules, alert action rules and Incident Templates.
• Worked on process automation using Orchestration for VMware automated provisioning, Jira, user provisioning in AD etc.
• Worked on the integration of ServiceNow with third party applications LANDesk, Power BI and MDB (master database - for providers, practices, facilities and billings).
• Designed and Configured Service Portal. Created custom widgets, pages, themes, search sources, CSS stylesheets and angular providers etc.
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for ServiceNow modules.
• Developing System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Localization, Security, Users, and Groups.
• Involved in configuration, administration of Performance analytics. Designed and developed executive dashboards/Reports for all departments.

Environment: Service Now, Asset Management, change management, Incident Management, Problem Management, HTML, JavaScript, CSS, CMDB, Solarwinds, LANdesk.

Confidential, Washington, DC

ServiceNow Developer/Admin

Responsibilities:

• Responsible for Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog management.
• Tracking of Incidents from creation to closure, with timely communication to business. Monitoring service level agreement (SLA's) and operation level agreement (OLA's).
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.
• Requirement gathering from users for attributes needed to develop Service Catalog items and Order Guides.
• Implemented CMDB Uni-directional Web Service integration involving Restful web services. Analyzed and reconfigured fields in the CMDB and set key attributes to clean data inputted into ServiceNow
• Involved in integrating ServiceNow with Microsoft Cloud App security that monitors the user activity.
• Involved in design and development of Major incident process flow. Configured and customized the Notify and On-Call Scheduling modules to support major Incident process.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Configured and customized Subscription management to support the employee training process.
• Implementing JDBC export to execute custom SQL queries in the target database based on requirement.
• Expertise in defining and managing the Client Scripts, UI Policies, UI actions and Data polices to maintain the form and work as per the business requirement.
• Created Dashboards and Reports using Performance analytics for various departments in the organization.
• Involved in System Upgrades and Implementing security scheme and controls by using contextual security, control systems and data security.

Environment: Service Now, Asset Management, Incident Management, Problem Management, HTML, JavaScript, CSS, CMDB.

Confidential, Brentwood, TN

ServiceNow Developer/Admin

Responsibilities:

• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations.
• On requirement provided solutions to the Asset Management team in re-building the Workflow for in and out of an asset.
• Used data sources to migrate the data from excel sheets to Service-Now through import sets and transform maps.
• Installed MID Servers on remote server and conducted tests required for Discovery.
• Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.
• Defined Service Level Agreements (SLAs), notifications and reports.
• Configured SLA workflows.
• Design, development and delivery of BPM applications including, process modeling, process analysis, validation, migration of code and delivery of the solution on BPM.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Created schedules, reports and Monitor Performance of Service-Now.
• Documented all implementations and best practices defined within team.
• Performed day-to-day administration of the Service-Now tool and maintained business services and configuration item relationships in Service-Now tool.
• Designed, developed and maintained the report portal, which provides user access to scheduled reports and report parameters.
• Performed core configuration tasks including system policies, business rules and client scripts.
• Managed users, groups and roles.
• Managed data with Tables, the CMDB, and Import Sets.
• Created Workflow activities and Approvals. Implement new workflows that use a variety of activities and understand how records are generated from workflows
• Performed migration activities (Dev to QA, QA to Prod)
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables

Environment: Service Now, JavaScript, JQuery, Jelly, HTML, XML, CSS, and Windows.

Confidential, Charlotte, NC

ServiceNow Developer

Responsibilities:

• Hands on Experience on monitoring tool with Service Now integration.
• Worked on Change Management in customizing the task related work force.
• Have hands on Experience on Integrating ServiceNow with third party tools.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Good knowledge on Single Sign on and event based integrations.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining the data held within Service Now such as our users, locations, configuration items and Service Catalog items.
• Worked on Tables, CMDB, Import Sets, and Update Sets.
• Used data sources to migrate the data from external sources such as excel sheets to ServiceNow through import sets & transform maps.
• Worked on integration using SOAP / WSDL / RESTFUL.
• Involved in core configuration tasks including UI policies, Business Rules and Client Scripts.
• Worked on Inbound Email actions, Email Notification, Email Templates and Email scripts.

Environment: Service Now, Incident Management, Service Catalog, Change Management, Asset Management, Problem Management, HTML, CSS, Java Script, MS SQL server

Confidential, Shelton, CT

HP SM Developer/Analyst

Responsibilities:

• Responsible for the overall management and data governance of HP SM supporting the ITIL process to configure changes and updating records from the Configuration Module, Incident, Change, Data Administration, Report, Data Quality, CMDB, Service, Knowledge Base, Catalog and User Administration modules.
• HP SM tool development module and creation of new Groups, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Gathering and analyzing requirements to submitted enhancements requests to improve incident management auto ticket creation and improve SLA of tickets completion.
• Created Service Relationship between Configuration Items (CIs) by using the Business Service Management Maps (BSM).
• Creating new knowledge bases according to user requirements and developing UI pages using macros and working with HTML5.
• Created custom reports through the report module in HP SM.
• Involved in all process improvement documentation, diagrams and Knowledge base tutorials used by the Admin team and uploaded each document to the SharePoint Site.
• Interface with Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.
• Explaining the system functionality to the new users and guiding them to resolve the organizational issues through SNOW instance and providing best possible suggestions and ways to achieve goals and targets with in deadlines.
• Mainly working on service catalogs like creating and maintaining categories and adding contents to the respective categories.
• Good experience in designing and developing complete knowledge base application.
• Worked on integrations with third party Applications like SCCM and CASPER.
• Create, design and developing workflows for incident management and Service Request managements.
• Performing Requirement analysis and writing testing cases.

Environment: HP Service Manager7.0, 7.1, Java, JavaScript, MySQL

Confidential, Moline, IL

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, SQL, Bootstrap, Photoshop.