SUMMARY:

• More than 11 Years of successful and progressive experience in all phases of the Software Development Life Cycle (SDLC). Optimistic, Results - centric, hardworking and capable of multitasking at all levels within the organization. As well as exceptionally Strong verbal and written Communication, Presentation, Analytical and Problem solving and Time Management skills.
• As a ServiceNow Consultant having good knowledge in leveraging the IT Service Management framework for Incident, Problem, Change, Demand, Idea, Facilities, HR and Asset Management processes and ServiceNow best practices.
• Configuration and customization of Help Desk, Change/Incident/Problem/Asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Impact Analysis, Maintenance and Support Activities, and Migrations.
• Good Knowledge about ITIL standards which are helpful in development and customization of ITSM Applications.
• Designed, configured and implemented solutions using Java Scripting.
• Involved in managing system configurations, gathering and documenting user and process requirements, Creating and Developing Workflows.
• Having pleasant experience with CMDB and Asset management.
• Good knowledge in Discovery, MID server architecture, probes and sensors.
• Having pleasant experience creating transform maps for importing CMDB data.
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their dependencies, and populate them in the CMDB.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Provide on-going technical assistance and software configuration/ customization to include screen tailoring, workflow administration, report set-up, dashboards, and data imports.
• Developed solutions using JavaScript, Ajax, Web Services REST, SOAP API’s and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Good knowledge on building out Service Now Self-Service Portal.
• Active role in developing test plan for Functional, System, Integration, User Acceptance testing.
• Expertise in defining Testing Methodologies, Designing Test Plans and Test Cases, Verifying and Validating web based e-commerce, Fiserv applications and Documentation based on standards for Software Development and effective QA implementation in all phases of SDLC
• Experience in Black Box Testing, System Integration Testing, Regression Testing, Smoke Testing, Incremental Testing, Sanity Testing, and Performance Testing.
• Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.
• Develop and present Service now training material for classroom and web-based training across the organization.
• Capable of learning quickly and delivering solutions as an individual and as part of a team. Self-motivated Team player with excellent interpersonal and communication skills.
• Effective communication skills, with the ability to convey concepts/requirements between technical and non- technical stakeholders.

TECHNICAL SKILLS:

Technologies: JavaScript, Web Services, REST, SOAP, XML, AJAX, HTML, CSS, Bootstrap, Shell Script

Database: SQL Server 2008, My SQL, MS Access

Operating Systems: IBM AIX 5.2/5.3, Sun Solaris 8/9/10, HP-UX 11iV1, Linux- SuSE 9/11, & Red hat 5.X/6.X and Windows 2000/2003/2008 Server and Z/OS(mainframe)

Collaboration Tools: MS Word, Excel, PowerPoint, Visio, SharePoint, Project, Adobe Acrobat

Enterprise Application Tools: Microsoft Dynamics CRM, ServiceNow, DevOps.

Middleware: WebSphere MQ 5.3/6.0/7.0/7.5, WebSphere Application Server (WAS) 6.1/7.0, WebSphere MB.

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Service Now Consultant

Responsibilities:

• Worked on Modules of ServiceNow Incident Management, Change Management, Service Catalog, and Reporting and few other custom applications.
• Provided design, technical solutions for the user requirements at Client and made recommendations to improve their current processes.
• As per the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.
• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Customized Change Management application to be aligned company's requirements.
• Worked on creating various Import sets and Transform maps for data uploads using excel sheets.
• Created Service Catalog templates for various use cases which are used for Catalog Admins to develop catalog items.
• Managed and coordinated activities during the overall ticket life cycle in Incident and Problem Management.
• Translated business requirements into Service-Now oriented technical/procedural requirements.
• Collaborated with Technology Service desk and Service Management to evaluate requests to change, customize, and configure service now.
• Consulted with the Client's user community to identify and evaluate business needs.
• Experience working with email notifications, inbound actions, reports, gauges, and home pages.
• Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation.
• Troubleshot ITSM issues and Integration related work such as CMDB, LDAP and Network Automation.
• Created Service portal custom Widgets using AngularJS.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best practices.
• Involved in upgrading to the latest version of ServiceNow and helped in fixing the bugs.
• Gathered requirements for SLA and configured in ServiceNow.
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs. Customized and created workflows for Change Management, Configuration Management, and knowledge management and for service catalog items.
• Worked on collecting inventory details that are very useful to the service desk which includes information about an end-user's machine using ITAM.

Confidential

Sr. Service Now Consultant

Responsibilities:

• Responsible for gathering the requirement from the client and using scrum process we used to divide the work.
• Implemented Facilities through Record Producer from Caller Location, Customized the end to end workflow as per Requirement.
• Implemented, HR module for Employee on boarding, offboarding and visitor authorization through Order Guide.
• Implementing the Incident Management, Problem Management, Change Management, Knowledge Management, Demand Management, Marketing Events, HR, User Administration, Configuration and Asset Management along with Reporting module.
• Implemented On-call scheduling for incident management.
• Implemented incident auto assigning by using Assignment rules.
• Integrated multiple Active Directory’s to ServiceNow with LDAP.
• Created custom tables by extending TASK table and configured ACL’s to restrict access.
• Reports, Service Level Agreement, Notifications and Alerts.
• Created Buttons and context menus both on form and lists using UI actions
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes.
• Created data sources and loaded the Service-Now tables with different data formats
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications.
• Configured Roadmaps and timelines for Demand and change
• Involved in Version upgrade Helsinki to Istanbul.
• Cloning and Zboot instances.
• Developed Self-service portal and created multiple custom Widgets.
• Built Scoped application for marketing events.
• Managing User Administration in Service Now providing the required levels of Access for the customized solutions.

Environment: Service Now Istanbul, MySQL, REST API’s, JavaScript, Web services, portal, Catalog and

Confidential

Sr. Service Now Developer

Responsibilities:

• Installed and configured the MID-Servers for Discovery in multiple environments.
• Coordinating with network team to open the required ports for given subnets.
• Created the Discovery schedules and behaviour for subnets based on Time zone.
• Discover the Unix/windows/snmp devices Adding new OID’s for network devices.
• Discovered the switch/router/load balancers/oracle.
• Discovered Data demine servers and fixed critical issues.
• Created new tables for customer and application code.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Extensively worked on CMDB and set up mid servers as per the requirements.
• Populated the CIs (Configuration Items) and configured the CI relations in CMDB.
• Created new probes & sensors to create the relationships between applications, customer, product and business units.
• Created new sensor script to update the serial numbers to Solaris servers.
• Discover the IBM Storage and Net App storage 7-Mode through SMIS-S agent and CIMOM agent.

Environment: Service Now, MS PowerPoint, SharePoint, Java, Web services, Discovery

Confidential

Sr. Service Now Developer

Responsibilities:

• Performed Import Export of data sets from Dev to other environments
• Created custom tables, based on business needs.
• Configured chat functionality for Service portal and platform.
• Created transform maps for importing CMDB data.
• Performed Service Catalog/Change/Incident/Service Level Management Implementation.
• Created ACL’s for tables/forms/modules and managed user/group roles.
• Imported data using transform maps on weekly bases to manage the CI, Location, Asset data.
• Conducted review meetings with business users and QA team for the design and documentation.
• Performed Onsite Coordinator for the offshore resources team in India and Onsite team. This role involved extensive daily assignment and management of tasks to the Offshore/Onsite resources.

Environment: Service Now, MS Project, MS PowerPoint, Java, Web services, SOAP, Jelly scripting.

Confidential

Sr. Service Now dev & Admin

Responsibilities:

• Attended Review Meetings and Project Meetings, Analysed Business Requirements and Functional Specifications and performed the development
• Created Web service integration for external system to Create or Search records on CMDB CI table
• Created a Configuration management, which supports various operations such as Search & Create
• Created Script Includes to validate the request sent, which involved verification of Request fields with existing data in ServiceNow CMDB CI Server table, verified request sent with existing Relationships so as to add Relationships to other Server/Application/Cluster for the new record created.
• Created Middleware Technical specification and Integration documentation for QA and migration team. Performed updates on review comments and approvals.
• Created Inbound Email Integrations.
• Defined best practices and standards for coding, migration, and schedules.
• Validated the Create request functionality against existing system Business Rules and Script Includes for errors and data population on the CI Records created
• Created Home pages and dashboards.
• Participated in daily scrum meeting and developer meetings.

Environment: ServiceNow (Eureka), Java scripting, Web services, SOAP, Jelly scripting.

Confidential

Sr. ServiceNow Dev/Admin

Responsibilities:

• Involved in implementing Service Catalog and Request Workflow Design and Configuration.
• Worked with Service-now Workflows, Import Sets and Update Sets.
• Experienced in creating Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Workflows and Email Notifications.
• Involved in creating and updating Access Control List (ACL) rules to control what data users can access and how they can access.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release,
• Performed Import Export of data sets from Dev to other environments
• Created custom tables, based on business needs.
• Conducted review meetings with business users and QA team for the design and documentation.
• Attended Review Meetings and Project Meetings, Analyzed Business Requirements and Functional Specifications and performed the development

Environment: Eureka, MySQL, JavaScript, workflows, catalogs

Confidential

Sr. WebSphere Administrator

Responsibilities:

• IBM MQSeries Administration on UNIX, Mainframe (Z/OS), I-Series and Windows.
• Interacting with the application teams, taking the requirements, understanding the MQ flow and Designing the MQ Diagrams in Visio.
• Handled various migration projects which required up versioning from MQ v 5.3 to v6, v6 to v7.
• Creating MQ cluster environments and adding queue managers in to different clusters based on the design.
• Creating end to end MQ builds according to the MQ Diagrams.
• Involved in Building HUB & Spoke architectures
• Creating MQ objects like Local queues, Remote Queues, Channels, Processes, Triggering, QMGR Aliases
• Create/Alter MQSeries Objects like queues, channels and process on Mainframe, I-Series, Windows and UNIX flavors.

Environment: WebSphere MQ 6,7, WebSphere Message Broker, Aix, Z/os, Windows, Linux, Sun Solaris 8, Windows 2003 Server, DB 8.2, Oracle 9i, MQMON, RFHUtil

Confidential

WebSphere System Administrator

Responsibilities:

• IBM MQSeries Administration on Unix flavors
• Create/Alter MQSeries Objects like queues, channels and process Windows and UNIX flavors.
• Creating MQ objects like Local queues, Remote Queues, Channels, Processes, Triggering etc.
• IBM MQSeries message handling (browse, move, delete and copy)
• Dead Letter Queue Handling.
• Analyzing the errors using MQ logs, and System log
• Involved in Start / Stop Listeners, Trigger Monitors in various Environments.
• Responsible for maintaining and administering MQSeries and MB V6.
• Troubleshooting and fix MQSeries problems in both Cluster and Distributed Queuing.
• Involved in Deploy/Remove Message Flows to/from Broker.
• Health Check activities on all environments using scripts.
• Active participation in Change / Problem Management.
• Support activities for different environments like Dev, TEST, INT and PROD.

Environment: WebSphere MQ 6,7, WebSphere Message Broker, Aix, Z/os, Windows, Linux, Sun Solaris 8, Windows 2003 Server, DB 8.2, Oracle 9i, MQMON, RFHUtil.