PROFESSIONAL SUMMARY:

• About 8+ years of experience in IT Industry with 5+ years of experience in ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (ServiceNow).
• A Service Now expert 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 and Service Portal.
• 3+ years of experience in Java and web application development.
• Experience developing ServiceNow applications from business requirements and technical design documents.
• Experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Created a responsive service catalog for accessing real time data on the Portal.
• Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance and automated the process
• Created new service Catalog items, order guides, record producers and modifying the existing ones as per user needs.
• Implementing ITIL V3 aligned processes in ServiceNow.
• Development experience adhering with SDLC processes like Waterfall, Agile, and Test Driven Development.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experience in ServiceNow development using JavaScript, Web Services, Web API's and integrations with internal/external systems and tools like LDAP, Stripe, JIRA, MID servers, SSO.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical and coordinating effort of administrators.
• Configured CMDB by integrating SCCM, HPSM and implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and managers.
• 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.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Experience using DISOCVERY tool to fetch CI related information.
• Extensive knowledge of Front End Technologies: JSP, HTML, JSTL, DHTML, JavaScript, JSON, AJAX and CSS, XML, XSL, XSLT.
• Experience working with various versions of ServiceNow Eureka, Fuji, Geneva, Helsinki and Istanbul.
• Extensive experience in working with JavaScript Frameworks like jQuery and JSON.
• Extensive experience working with databases Oracle PL/SQL, MySQL and SQL Server.

TECHNICAL SKILLS:

ITIL: ITSM, ITIL, Service Now, CMDB, Orchestration and LDAP

Programming Languages: J ava, C, C#, HTML, CSS, Java Script, jQuery, SQL, PL/SQL Angular Js.

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Databases: Oracle 8.x/9i/10g/11g, MySQL, SQL Server

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

PROFESSONAL EXPERIENCE:

Confidential, Miami, FL

Sr. Service Now Developer/Admin

Responsibilities:

• Created Applications, Modules, Tables, and Columns as per the requirement specifications in ServiceNow.
• Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
• Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.
• Customized the out of the box self-service page according to the requirements. The Service Catalog was replaced with a catalog item giving the users access to create an issue that will go through approval workflow in the customized table.
• Perform day to day administration of the ServiceNow tool Maintain business services and configuration item relationships in ServiceNow tool.
• Implementation of the ITIL processes like Configuration management and Service Catalog in Jakarta instance.
• Created reports for reporting of different ITSM processes.
• Developed number of codes and test technical solutions for ServiceNow implementations.
• Worked on the latest release Helsinki which is the advanced release and discovered ServiceNow upgrades.
• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.
• Experience in all modules of ITOM. Discovery, Orchestration, Service Mapping, Event Management.
• Worked on ITOMS Event Management, Horizontal Patterns related to Discovery.
• Worked on ITOMS deployment, implementations.
• Provisioned the Amazon EC2 services using ServiceNow Orchestration.
• Interface extensively with all areas of the organization including Operations and Development.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Worked on CMDB from the scratch.
• Created roles and ACL’s to applications created in ServiceNow.
• Created schedules, reports and monitor performance of ServiceNow.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Developed solutions in the service-now platform that are ITIL V3compliant and defined business solutions for ITIL users.
• Participated in validating Form and Table level using UI Policies in ServiceNow.
• Developed solutions using JavaScript, Web Services, SOAP, and other web technologies to integrate ServiceNow with internal, external systems and tools.
• Designing Technical Specs pre-development and updated post Development. Developed the business logic based on the requirement.
• Involved in upgrading version of ServiceNow from Fuji to Geneva with focus on Service Catalog and have knowledge with patches for same version
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, Schedule a call from the service desk and schedule a time for solving the issues with one to one personally.

Environment: Service Now, JavaScript, XML, HTML, Windows, UNIX, AJAX, and ITIL.

Confidential, St. Louis, MO

Service Now Developer/Admin

Responsibilities:

• Worked on REST API Integration with Clarizen, which manage projects created through Catalog Item.
• Development team for gathering and reviewing various functional and design requirements.
• Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
• Designed and developed complete front line on boarding involving automations.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in ServiceNow.
• Created transform maps and utilized both Field mapping and scripting.
• Responsible in building SLA and generating Reports in ServiceNow.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, Web services, CSS, Bootstrap, and HTML5.
• Worked on Service Portal which includes Customizing Pages, Widgets and making use of mobile friendly client scripts.
• Created transform maps both automatic Field mapping and scripting
• Creating database views to pull the reports on variables which are being used by catalog items.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
• Utilized Orchestration to extend workflows to interact with systems and applications outside the Servicenow instance.
• Performed integrations with two other ServiceNow related instances apart from Portal (REST, Scripted Web Services & SOAP)
• Populated data for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.
• Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Involved in cloning between various environments in ServiceNow.
• Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Create and maintain API and data integration processes between ServiceNow and other services.
• Experience with external Web Services Integration (SOAP based, WSDL and REST integration)
• Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.
• Involved in upgrading version of ServiceNow from Fuji to Geneva with focus on Service Catalog and also have knowledge with patches for same version.
• Worked on Glide AJAX and Glide Records for scripting and UI actions.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Involved in upgrade activities

Environment: ServiceNow, JavaScript, XML, HTML, CMDB, Windows, UNIX, AJAX, Middleware, Networking

Confidential, Ann Arbor, MI

Service Now Developer

Responsibilities:

• Worked on building a tailored self-service for end users as per Organization needs.
• Developed Pages and IFrames for site as a Part of Employee Self-Service.
• Worked on the employee self-service portal where the external users can order the catalog items.
• Configuring modules as per requirements and creating different views.
• Created database views to generate reports with data from multiple tables.
• Created the service catalog items and build appropriate work flows and captured the billing process for the catalog item which created reports based on monthly invoice.
• Populated CMDB with configuration items (CI) using Discovery.
• Worked on Reporting, LDAP, MID Server, Inbound/Outbound emails.
• Used ACL’s for controlling the security mechanism in ServiceNow and Setup the SLAs according to the business requirements.
• Configured LDAP server and LDAP listener for updating the user and group table record.
• Good understanding of SOAP and REST Web services.
• Developed solutions in the ServiceNow platform that are sustainable and ITIL compliant.

Environment: Windows, Java script, XML, Jelly script, Oracle 10g, UNIX, Mid server.

Confidential, Dallas, TX

Service Now Developer

Responsibilities:

• Working with client and functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists
• Created Buttons and context menus both on form and lists using UI actions
• Service Catalog and Request Workflow Design and Configuration
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• 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.
• 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
• Written script includes and invoked them in business rules and client scripts
• Imported Configuration Items (CI) using import set tables
• Created data sources and loaded the Service-Now tables with different data formats
• 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 ServiceNow with Siebel, integrated Service Catalog and Incident module.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential

Jr.Java Developer

Responsibilities:

• Object Oriented Analysis and Design for the system from use case and requirement documents using UML, Rational Rose.
• Involved in designing system architecture and identifying proper patterns and framework for the system.
• Participated in analysis activities, software design and design reviews with Sun Microsystems.
• Communicated with Business Owners to finalize Use Cases, Design documents and System Architecture documents.
• Designed EJB components using EJB design patterns. Used J2EE Design Patterns such as Session Facade, Business delegate, Factory, Request Helper, Command, Singleton, Value Objects and Data Access Object.
• Designed Presentation layer using MVC, Struts framework. Designed Action classes, Action forms and controller design.
• Designed Web Services architecture for the application using SOAP, XML/XSLT, WSDL and UDDI.
• Designed wizard based Credit application module for the application. This module is the heart of the application and was a complex one.
• Co-ordinate the user interface design with the separate group responsible for the HTML layout.

Environment: J2EE, Struts (Tag libraries, Tiles ), XML/XSLT, Log4J, LDAP, JDBC, Oracle, UNIX, Web Services (SOAP, XML/XSTL, WSDL & UDDI), UML, Rational Rose, Visio, J2EE Patterns, RUP, Windows 2000.