SUMMARY:

Five Years of extensive IT experience in SDLC phases, including requirement analysis gathering, design, develop, test and implement Enterprise Level Applications as per ITIL standards on ITSM platforms. Applying business technology expertise to identify, design, and deploy enhanced process and technology solutions supporting operational requirements and strategic initiatives.

EXPERTISE IN:

• IT Service Management
• Custom Application Development
• HR Management
• Reporting
• Asset Management
• Service Catalog
• Change Management
• Integrations
• Knowledge Management
• Configuration Management Database

PROFESSIONAL EXPERIENCE:

Confidential, Dallas, TX

ServiceNow Application Developer

Responsibilities:

• Debugged issues and developed new functionalities for ServiceNow and DocuSign Integration.
• Identified the root cause of the issues by making use of exception handling and different levels of logging verbosity.
• Developed new functionalities for the web pages which are designed with backbone JavaScript framework that’s compatible with mobile, tablet and large desktops.
• Created Custom Processors and REST API calls, and managed communication between them using JSON objects.
• Used Glide Ajax AP and custom Processors to request/send data to server from Web Client.
• Facilitated inbound SOAP requests from third - party applications like Kenexa and Virtual Edge.
• Created and utilized webservice import sets in both synchronous and asynchronous mode and processed data from script SOAP web service.
• Resolved ServiceNow security issues found in Penetration test, which include multiple types of vulnerabilities.
• Facilitated ServiceNow and PeopleSoft Integration via Mid Servers and, parsed different types of files on mid servers which include CSV, XLS, PDF, DOCs using mid server script includes and JavaScript probes.
• Built complicated reports with a blend of Database Views and a wide variety of Access Control Lists to manage the security permissions for different groups and roles.
• Improved the functionality of Transform maps and transform scripts to move the data to target tables.
• Scheduled ServiceNow Level 0(Daily/incremental) and Level 1(Weekly/Full) backups, restores to sub-production instances.

Confidential, Tyler, TX

ITSM ServiceNow Developer

Responsibilities:

• Conceptualized, designed, tested, documented, implemented and optimized ServiceNow ITSM system features and solutions that enable and support business functions and processes.
• Implemented, Customized and Maintained ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the university technical operations.
• Worked on various modules of Service Now like Incident management, change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Involved in requesting a brand new sub-production instance from ServiceNow and configured the entire instance to reflect the configurations of other existing sub-production instances.
• Experience installing, configuration and administration of CMDB.
• Preparing reports using JIRA to identify Changes with different status
• All Project Related Documents are maintained in Jira tracker
• Developed new user interface for Help Desk Team.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.
• Responsible to document and maintain all requirements, implementations and approved ServiceNow processes.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.

Confidential

ServiceNow Developer

Responsibilities:

• Responsible for effectively implementing ServiceNow Enterprise level Applications as per Business requirements for ITOM/ITSM processes.IT Service Transition processes (Change, Release, Asset and CMDB), and Service Operations processes (Incident, Problem, Event, Request).
• Designed road map to implement SRM and Orchestration modules. Suggested best practices to develop workflows.
• Actively involved in Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
• Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
• Successful oversight of several ServiceNow implementations including upgrades to Geneva and Helsinki
• Good experience in Create Web services (Inbound) (SOAP Message and REST Message), Publish and Provide Security Access to external systems using ServiceNow and Data power. Consuming Secure Web service (Outbound) using ServiceNow.
• Configured SMTP and POP3 standard Email Configurations in the ServiceNow instance, along with setting up Email Templates and Email Notifications.
• Worked on Service Catalog, CMS and Incident module customizations and enhancements.
• Designed and implemented new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
• Experienced in creation of catalog items, wizards, record producers, interceptors, user guide.

Confidential

Database Developer

Responsibilities:

• Involved in full development cycle of Planning, Analysis, Design, Development, Testing and Implementation.
• Participated in project planning sessions with analyst and team members to analyze business IT Requirements. Involved in Software Development Life Cycle process to design and implement the project.
• Code enhancement as per the client’s requirement.
• Created functions, stored procedure, triggers to efficiently in corporate business rules.
• Created, Modified and maintained stored procedures as per requirement.
• Developed SQL Server Stored Procedures, Tuned SQL Queries (using Indexes and Execution Plan)
• Developed User Defined Functions and created Views
• Created Triggers to maintain the Referential Integrity.
• Proficient in Developing & Implementation of Cursors, Stored Procedures, Functions, Packages, Triggers and Exception Handling Mechanism.
• Knowledge on View, Materialized view, Index.
• Knowledge on SQL inbuilt functions, Join, Sub query.
• Performance Tuning in SQL Server 2000 using SQL Profiler and Data Loading.
• Worked as Quality lead for a team where given a responsibility like Validate Unit Tests results, Perform peer code review.
• Analyzing of PRS (Product Requirement Specification).
• Good knowledge in creating Packages using SQL Server Integration Services (SSIS).