PROFILE:

IT Service Professional with 6+ years of experience working with cross - functional teams in ServiceNow development, administration, implementation, deploying, and maintaining ITSM tools along other supporting applications.

PROFESSIONAL SUMMARY:

• Experience with implementing ServiceNow modules: Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management,, Service Catalog Management, Reporting, and Integrations.
• Experience in Configuration of different modules of ServiceNow.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Customize ServiceNow applications and facilitate rollout of new applications and modules and configure Application UI and Configure Workflow.
• Collaborate effectively with other ServiceNow Developers to develop solutions and handle general updates and configuration changes/requests.
• Participate in ongoing production support and end user support.
• Experience in creating an Access Control Rule (ACL) and use of scripting tools and ServiceNow functionality.
• Develop KPIs and provide ITSM performance metrics reports using ServiceNow Performance Analytics Module.
• Experience in creating and working on Business Rules, Script Includes, Client Scripts, UI Policies, UI Macros and Notifications.
• Involved in assisting the Testing Team in creating and reviewing the Test Plans and Test Cases from test scripts.
• Working experience in the ServiceNow including SOAP/REST integration, Web services, Discovery, Workflow.
• Hands-on experience with Glide Forms, Glide Record, Glide AJAX and Glide System used in UI Actions, Business Rules and Client Scripts.
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Knowledge on SSO, LDAP and Active Directory Integrations .
• Experience on creating, monitoring, modifying, and publishing service catalog workflows with approvals.
• Orchestrate users access to Databases using Orchestration.
• Configure ServiceNow tool for the defined processes. Design and develop scripts for any customization required.
• Knowledge of web-based development languages; specifically, HTML, CSS, JavaScript and AngularJS .
• Involved in Data Integration and Migration with the existing Legacy systems using data loader.
• Experience in working with Import Sets and Update Sets .
• Developed and run periodic global "ITSM monthly Performance metrics report" with scheduled reports in ServiceNow.
• Designed developed and implemented user acceptance testing (UAT) cases and plans.
• Good knowledge of CMDB and Asset Management Services : Business Services and Configuration item relationships.
• Create, review and detail user stories for enhancements on various ITIL process areas.
• Experienced in all phases of Software Development Life Cycle (SDLC) and project life cycle processes.
• Working experience with relational databases like Oracle, MS SQL Server, My SQL .
• 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.

TECHINICAL SKILLS:

ITIL: ITIL V3, Service Now, HP Asset manager, Remedy

Programming Languages: C, Java

Scripting Languages: HTML/HTML5, CSS, JavaScript, Jelly Script, JQuery,AngualrJS, Ajax, XML

Software Methodologies: SDLC, Waterfall, Agile, SCRUM

Databases: Oracle 10g, MySQL, MS SQLServer

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

Platform: Windows, Linux

Tools: and Packages: MS Office

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow Developer

Responsibilities :

• Fullfledge development of Change management( processflow ), Release Management modules .
• Imported Templates from Remedy to Servicenow.
• Creation of Change, Release, Template, Standard ChangeTemplate workflows in ServiceNow.
• Working experience on CAB Workbench as per client requirements.
• Customizing the existing or creating new Business Rules and Script Includes as per the business requirements.
• Worked on Transform Maps and Imported many CIs using import set tables.
• Worked on Reports, Scorecards and Dashboards (Performance Analytics) .
• Worked on Service Portal. Adding Widgets, Themes, Pages.
• Worked on configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Performed Import Export of data sets from Dev to other environments.
• Worked on Record Producers, Catalog client scripts, Catalog UI policies, Variables for RITMs to Change Request.
• Created ACL's for tables/forms/modules/fields and managed user/group roles.
• Written script includes and invoked them in business rules and client scripts.
• Used Jelly Scripting for Creating UI Pages and UI Macros .
• Responsible for documentation of Configuration, Customization with External Services.
• Expert in Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate business processes.
• Configured Service Level Agreements (SLA's) to define certain levels of services to incident management.
• Used Background Scripts to change the bulk data.

Environment: ServiceNow, Remedy, Change Management, Release Management, Record Producers, Templates, HTML, Java Script, Ajax, XML, Web Services, SOAP and Encryption.

Confidential

ServiceNow Administrator/ Developer

Responsibilities :

• Worked on Incident management, Change management and Problem management modules as per the requirements, I have also worked on Knowledge base .
• Created custom reports through the report module in ServiceNow.
• Customizing the existing or creating new Business Rules and Script Includes as per the business requirements.
• Worked on Transform Maps and Schedule Jobs .
• Imported many CIs using import set tables.
• Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA’s).
• Imported Configuration Items (CI ) from third party applications using import set tables.
• Worked on Reports, Scorecards and Dashboards .
• Worked on Service Portal. Adding Widgets, Themes, Pages.
• Worked on configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Working Experience on creation of workflows for Service Catalog items in ServiceNow.
• Performed Import Export of data sets from Dev to other environments.
• Developed Catalog client scripts and UI policies to make client side changes.
• Created ACL's for tables/forms/modules and managed user/group roles.
• Written script includes and invoked them in business rules and client scripts.
• Used Jelly Scripting for Creating UI Pages, ACL's and UI Macros .
• Responsible for documentation of Configuration, Customization, Integration with External Services.
• Provided weekly status reports to project manager and business partners.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes.
• Configured Service Level Agreements (SLA's) to define certain levels of services to incident management and Service catalogs.
• Involved in LDAP Integration.

Environment: Service Now, Incident Management, Problem Management, Service Catalog, HTML, Java Script, Ajax, XML, Web Services, SOAP, and Encryption.

Confidential, NJ

ServiceNow Developer

Responsibilities :

• Involved in ServiceNow Development, Customization and Administration .
• Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management, Knowledge Management and Email Notifications.
• Worked on UI Policies, Data Policies, Script Includes, UI Macros Scripts based on the customer requirement.
• Making the ServiceNow application more user-friendly and providing good user experience.
• Created UI Actions, Business Rules, and Client Scripts extensively using Glide Forms, Glide Records, g scratchpad, Glide AJAX and Glide System.
• Responsible for documentation of Configuration, Customization, Integration with External Services.
• Administering ServiceNow processes (User management/Group management).
• Writing Catalog client scripts and UI policies to make client side changes in Service Catalog.
• Imported Configuration Items using import set tables and adding them to ServiceNow to get the work more streamline.
• Created a Service Portal to the End Users in bank, added Widgets, Themes and Pages .
• Worked on UI Macros, Validation Scripts.
• Creation of Workflows for Service Catalog items and Knowledge articles in ServiceNow.
• Integration of third party web application with remedy through inbuilt BMC Remedy web services.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans. Creating the UI pages and UI Macros using them in catalog items.
• Created Scoped Applications as per the requirements.
• 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.
• Customizing user administration on ServiceNow for the client, like managing users, groups, roles to make everything more efficient, easy to access and streamline. Helping the company’s internal users and thus in the growth of the company itself.
• Customization of Incident Management Application with Normal, Major Incidents
• Created a SLA for the Incident Management.
• Worked in AGILE based development environment and participating in Scrum sessions.

Environment: Service Now, Java Script, Ajax, XML, DISCOVERY, SCRUM

Confidential

Java Developer

Responsibilities:

• Involved in setting up design specifications together with the business analysts and system designers and developed various components and web pages as per client’s requirements and to test the changes in the various environments before implementing in Production.
• Worked on front end pages that were developed in a professional manner using HTML, CSS, JavaScript, and JQUERY.
• Responsible for creating the look and feel of the public website.
• Involved in developing HTML and JavaScript for client side presentation and, data validation on the client side with in the forms.
• Designed and developed the presentation and web layers (Transactional application) based on Java, J2EE (STRUTS, spring, Hibernate, Velocity), web services (Axis2) using Eclipse 3.0, Visual Basic, ASP using Visual Studio.
• Developed lot of reusable components and utility classes in core Java, created multiple abstract classes and interfaces to abstract the underlined details from end user.
• Created data sources and JMS connection factories and managed deployments on JBOSS .
• Developed Web services Architecture for supporting common business functions with direct access to web services from PL/SQL using Oracle 9i/ AXIS 2.
• Analysis and updating of the existing Product data on My SQL database to support new GDS inventory and coordinating the changes with Database Team
• Developed and scheduled Crystal Reports to deliver them Involved in transforming XML data into Java Objects using a JAXB binding tool.
• Used GitHub as version control and streamlined the code check-in process by implementing continuous build, continuous Integration/deployment using Maven scripts.
• Conducted user acceptance testing (UAT) to ensure that developed systems satisfied the needs of business clients as specified in the functional requirements.
• Experience in different Operating Systems/ platforms like Windows and Linux.

Environment : Oracle 10g, J2EE, AXIS2, AJAX, JavaScript, Struts, JSP, HTML, CSS, JDBC, XML, Hibernate 3.0 Spring, Oracle 9i.