PROFESSIONAL SUMMARY:

• A competent professional with around 6+ years of IT experience including extensive experience in Service - Now working with different modules and platform like ITIL, ITSM, ITOM, Incident, Problem, Change Management, Knowledge, Service Catalog, CMDB, Discovery.
• Good understanding and knowledge on all phases of the software development life-cycle (SDLC) and also familiar with methodologies like Waterfall, Agile/Scrum.
• Good understanding of ServiceNow and its Development Life Cycle from Calgary to Jakarta.
• Strong experience in Java script, Glide Scripting, Angular JS, Jelly Script, Client Scripts, Server Side Scripting, Script includes, Business rules, debugging, data policies, UI scripts and UI Policies.
• Worked on CMDB and Asset Management in providing better scope of understanding on assets.
• Good knowledge on Plugin activation, Manage data with tables, Import sets, transform maps and Update sets. Expert in Access Control Rules for providing the right access to right person/role.
• Experienced with Web services including SOAP, REST, JSON, and XML based integrations.
• Implemented Discovery from scratch and managed operations, installed MID Servers on remote desktops. Worked on Orchestration and service mapping.
• Expertise in managing both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLA's.
• Proficient in workflow alerts and actions, Worked on Change and Approval Process (CAB approvals).
• Experience in working with Content Management System (CMS) using Jelly Script and UI Macros.
• Hands on experience working on Core Java, J2EE, JSP, servlets, Python, Shell Scripting, PowerShell related applications and deploying those applications using Apache, Tomcat, WebLogic servers.
• Extensive knowledge and implementation experience of IT Service Management (ITSM) frameworks and project management skills, experience working directly with customers and clients.
• Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table record.
• Expert in update set movement across instances. Performed smoke, functional and UAT testing.
• Handled Bug Fixes, Enhancement requests and provided post roll out production support. Strong knowledge in best practices of ServiceNow development and ITIL.
• Have good Analytical, Programming and Communication skills. Very good with problem solving capabilities and customer service and convincing skills and also poses the ability to respond positively to varied situations.

TECHNICAL SKILLS :

XProducts: Service Now, BMC Remedy ARS 6.3, 7.1, 7.5, 7.6, 8.0, BMC Remedy ITSM 7.1, 7.5, 8.0, BMC Atrium CMDB 7.5

Tools: Remedy ARS 5.x/ 6.x/ 7.x, Remedy ITSM 6.x/7.x Incident, Change, Problem, Asset, SLM, Remedy Administrator, Developer Studio, Crystal Reports, BMC AIE, BMC Remedy Migrator, BMC Dashboards, BMC Atrium CMDB 2.x/ 7.x, BMC Service Request Management 7.6, HP DDM Discovery and Dependency Mapping, BMC ADDM, xMatters

Internet: Remedy Mid-Tier, Remedy Web Services, HTML, JavaScript, XML, JSON

Reporting Tools: Crystal Reports 9, Remedy Reports

Technologies: Java Script, HTML, VB

Databases: Oracle 8, 9, 10g, MS Access, MSSQL Server.

Operating Systems: Solaris, Windows, UNIX

WORK EXPERIENCE:

Confidential, San Jose, CA

ServiceNow Developer / Admin

Responsibilities:

• Monitored and performed ServiceNow admin activities which involves home pages, user and group administration, form and list views, banner changes, reporting, dashboards.
• Involved in creation and modification of various Business Rules/Script Includes/Client catalog script/Client Script/UI Policies/UI Actions/UI Scripts etc.
• Created various SLA as per client requirement with the Incident Management applications.
• Worked on client's prop oratory software, Eview agent based technology which integrates IBM Mainframe servers with other platforms. Was responsible for the integration of Eview with ServiceNow through the discovery module.
• Setup and maintenance of MID servers in both windows and Linux environments, worked on clustering multiple MID servers, checking their connectivity, state and health.
• Activated and setup of the discovery plugin. Worked on Discovery module to discovery IBM Mainframes and its related components (LPAR, DB2, CICS, MQ) and populate them in the CMDB.
• Wrote custom probes and sensors to fetch information from the mainframes. Probe commands were based on PowerShell and Perl. So successfully ran Perl commands through probes which is OOB. By installing required software's, changing properties and by adding some scripts.
• Defined new process classifications as per the clients requirement. Wrote on classification scripts and other primary steps.
• Worked on Business Service mapping. Wrote scripts in the sensors in order to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.
• Setting up Configuration Management from scratch. Creating new table for components/devices which the OOB tables don't support, defining the CI classes and their relationships.
• Have taken part in Data loading of CI Attributes for CMDB using transform mapping and Import Sets calling multiple scripts includes for processing the attributes and loading them in CMDB.
• Wrote custom workflow for Change Management process to run the approvals and Task as per the Change Request Type.
• Worked extensively on LDAP integrations for obtaining users and groups. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Have worked upon the SSO Integration using Digest token, and customizing the Login process to Service - Now using SAML 2.0.Experience in configuring Access Control Lists (ACL).
• Experience in Instance up gradation Geneva to Istanbul. Planned the required steps and followed the required protocols to achieve successful up gradation of instances.
• Utilized Orchestration to extend workflows to interact with systems and application code outside the ServiceNow Instance. Created the Orchestration workflows for On-Boarding and Off Boarding Users.
• Monitored (server and application) health and the performance, availability, security, and integrity of the application and data; and made recommendations in order to improve application's functionality or performance; and periodically generate reports based on analysis/interpretation of monitoring activities.

Environment: ServiceNow, ITIL, ITSM, ITOM, JavaScript, glide script, JSON, Integration, Web Services, Discovery, CMDB, LDAP, PowerShell, Service mapping.

Confidential, San Jose, CA

ServiceNow Developer

Responsibilities:

• Managed a design team through the phase of requirement gathering, client interactions, sketch wireframes and aesthetics of service portal which would have a user base of 150 thousand.
• Advised designers, researchers, content writers on the functional and implementation limitations/feasibility of ServiceNow 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 OOTB widgets or components.
• Worked on Angular JS for widget development in order to interact with server side, client side, HTML template and link function. HTML, CSS, bootstrap components were used extensively in the widgets.
• Implemented custom roles to users and user group to access portal, modified existing single - sign-on mechanism, URL redirect as per client s requirement.
• Created Schedule Jobsto few custom widgets in order to display real time information.
• Implemented Google language translation in portal giving the end users a flexibility to translate the portal into multiple languages.
• 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 the structure in any resolution or device.
• Developed knowledge base with a new taxonomy structure for the portal. Managed related workflows, categories, articles, knowledge article forms.
• Assisted catalog remediation teams to remediate catalog items from CMS site to the portal.
• Configured/Created custom tables, extended tables, dictionary, fields, reference qualifiers.
• Extensively worked on business rules, catalog client scripts, script includes, server side scripts, UI pages, UI actions, UI policies, Access control list etc.
• Developed various Email templates as per requirements Created/updated Email notifications.
• Integrated third part application bold chat to achieve live chat functionality on the ITSM platform using REST, SOAP API. Following ITIL best practices.
• Wrotetest cases for functional, regression and smoke testing.
• Developed record producers for incident submission through portal. Highly customized it in order to meet requirements and aesthetics.
• Highly experienced in update set movement from one instance to other. Expertise in updates sources, merge update sets, retrieve update set, error and collision handling, compare with current version.
• Configured and developed service catalogs, order guides, data imports, transform maps, reports.
• Involved in daily meetings with key stakeholders, product owners, directors, other vendor teams as multiple teams/people were involved in the project and these meetings were typically for requirement gathering, planning, status check, dependencies and conflicts among teams etc.

Environment: ServiceNow, Service Portal, JavaScript, Angular JS, HTML, CSS, Bootstrap, Glide scripting, Record producer, Catalogs, Knowledge, Istanbul.

Confidential, Fort Meade, MD

ServiceNow Developer

Responsibilities:

• Customizing the forms and list view of Incident, Problem and Change Management tables as per process requirements.
• Extensively worked writing Sever side scripts, developing Business Rules, UI Action in ServiceNow.
• Worked on UI scripts, Notifications, SLA workflow as part of customizing the SNOW.
• Used Glide Record to retrieve and update data on different business conditions.
• Developed ESS functionality and implemented appropriate workflow.
• Coordinated Service Catalog options, including two - step checkout, cart controls, variables.
• Development of Service catalog which includes creating new catalog items, order guide, designing workflows and execution plans. Integrating Service catalog module using Web Services.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Worked on integrations using REST, SOAP web services to pull data from third party tools into SNOW.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Creation of Incidents and Service Requests for supported applications. First point analysis on tickets and assigning them to service line based on scope.
• Responsible for setting up the Change Management along with customizations for Risk Assessment.
• Designing and worked on service portal in Helsinki using HTML, JavaScript, and AngularJS.
• Automated the asset import using scheduled jobs and thought the use of transform maps.
• Extensively worked on CMDB and set up mid servers as per the requirements.
• Experience on working with Script Includes and Scripted Web Services.
• Worked on UI Macros to create pages as templates.
• Worked on loading the data into ServiceNow using import sets.
• Develop and manage application code, user interface, and third-party integration components.
• Ajax implementation for server calls from client side.
• Create and execute test plans and scripts, including use cases and process flow diagrams, for both in-house and third party application software. Creating BRD's (Business Requirement Document) and user stories based on the application requirements and documentation.

Environment: ServiceNow, Incident, Asset, Change Management, CMBD, ITIL, ITSM, Service Catalog, JavaScript, Jelly Script, Web Services, REST, SOAP, HTML, CSS.

Confidential, Irving, TX

System Administrator

Responsibilities:

• Development of Service catalog which includes creating new catalog items, order guides, designing workflows and execution plans.
• Created functional and technical specifications documents for various SNOW modules.
• Implementation, Customization and Maintenance of ITSM, ITIL modules such as Incident, Change, Problem, Release Knowledge, Service Catalog, CMDB in Service - Now.
• Coordinating the instance upgrade activities. Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Enhanced the capabilities of Change management, making it easy for stakeholders to understand.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Jelly Script, HTML 5, and CSS.
• Used UI Macros to create pages as templates on the requirement.
• Worked on CMDB from the scratch. Configured multiple forms for Asset module.
• Involved in creating on demand reports and scheduling the report generation as per the client requirements in ServiceNow.
• Resolving typical Users access and roles issues by checking active directory and user 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.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Experience in configuring email notifications in ServiceNow. Created Inbound Email Integrations for creation of Service Requests and Incidents for event management.
• Involved in redesigning the workflows using ServiceNow workflow editor.

Environment: ServiceNow, HTML, CSS, JavaScript, JellyScript, GlideScript, LDAP, Reports, Cloning activity.

Confidential, New Jersey

Java Developer

Responsibilities:

• Responsible for creating various workflows for Incident Management, Change Management, Problem Management, Service Requests and SLA's.
• Worked on priority 1 incidents related to Service Catalog/Request Management.
• Enhanced the existing Change Management Module to onboard the software functional change advisory board to review all the change requests.
• Involved in all product design reviews to verify that design meets quality standards and functional/technical requirements.
• Created process documentation for the solutions implemented.
• During development worked with JavaScript, XML to create front - end and back-end components such as forms, buttons, views, pages, business rules and workflows.
• Developed Content Management System (CMS) solutions on ServiceNow.
• Used ACL's for controlling the security mechanism in ServiceNow.
• Developed and configured Business Rules, Script Includes, UI Policies, UI Actions, Catalog Client Scripts and Client Scripts, Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc. editor, Reconciled complicated workflows to simpler form.
• Maintained the integrity of the ServiceNow tool across production and non-production environments. Involved in production support for all the ServiceNow related issues
• Developed and maintained APIs and data integration processes between SNOW and other services.

Environment: ServiceNow, JavaScript, Java, XML, Glide Script, Web Services, Workflows, ACL.