SUMMARY:

• Around 10 years of experience in IT industry and 5+ years of extensive experience on ServiceNow Development, Maintenance and Administration.
• Experience in managing process, technology and IT service management solutions, ITIL processes, customizing and configuration of ITSM tools.
• Direct hands on experience on various IT Services of Service - Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting.
• Strong experience in using Update Sets, Import Sets in ServiceNow
• Extensive with Business Rules (Before, After, Async and Display Business Rules), UI Actions, UI Policies, Client Scripts, Scripting in ServiceNow
• Experience on the Implementation, Configuration and maintenance of Business Rules, Client Scripts and UI Policies
• Expertise in Integration ServiceNow with third-party tools using SOAP, REST API.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Experience in working with Workflows, Import Sets, and Update Sets.
• Excellent hands-on experience in Client and Server side Scripting.
• Experience in configuring the ACLs in ServiceNow
• Experience in configuring the SLAs for various ITIL processes as per the client requirements
• Experience in Email Integration, LDAP integration with ServiceNow
• Experience in installation and configuration of MID Servers
• Experience in creating notifications based on user requirements and configured Inbound Email actions to create incidents or requests.
• Experience on working with Script Includes and Scripted WebServices.
• Worked on configuring the Data policies as per the requirements
• Hands on experience in CMDB and Asset Management Services: Business Services and CI relations
• Experience in managing the Configuration Management Library and providing information on the status of all the master copies of CIs.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Experience with web development using Java Script, JQuery, Jelly, CSS, HTML
• Experienced in working with Web services for web-based applications.
• Expertise in working with agile methodology.
• Good experience in working with Java Script, CSS, HTML in ServiceNow as well as other technologies like TIBCO Business Works and EMS.
• Expertise in RDBMS development including Oracle SQL, PL/SQL database backend programming with stored procedures, Functions and packages, Forms and Reports.
• Experience developing and delivering Onsite-Offshore model.

TECHNICAL SKILLS:

Ticketing tools: Service Now (Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, CMDB Project Portfolio Suite).

Scripting: JavaScript, HTML, CSS, XML, DHTML, Glide Script

Operating Systems: Unix and Windows

Programming languages: SQL, PL/SQL, Java/J2EE

Methodologies: SDLC, Waterfall, Agile, Scrum

Databases: Oracle 11g/10g/ 9i/8i, MS SQL Server

TIBCO Integration/Messaging: TIBCO Active Matrix Business Works 5.x, TIBCO Enterprise Messaging Service4.x/5. x.

PROFESSIONAL EXPERIENCE:

Confidential, Hartford, CT

ServiceNow Developer

Responsibilities:

• Involved in developing Use Cases and Technical Design Documents.
• Designed form layouts, workflows and modules in applications.
• Involved in writing client scripts and UI policies to make client side changes.
• Created UI pages to use them in Service Catalog, designed buttons & context menus both on form and lists using UI actions.
• Created schedules, reports and monitor performance of Service Now.
• Involved in Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various Service now modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Worked on creating and configuring the Applications, Modules, Business Rules, Client Scripts, UI Actions, and UI Macros in Service Now.
• Populated the CIs (Configuration Items) and configured the CI relations in CMDB.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Writing Catalog client scripts and UI policies to make client side changes.
• Extensively used the Glide Record for server side scripting (in business rules)
• Experience on working with Script Includes and Scripted Web Services.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Bi-directional integration between ServiceNow with Mark logic using REST API methodology
• Customizations in ServiceNow forms as per client's requirement.
• Created Record Producers, order Guides and catalog client scripts and workflows, created custom tables, fields and configures Access Controls (ACL's) over them.
• Develop and deliver customized portal web pages in ServiceNow using JavaScript frameworks
• Experience in configuring email notifications in ServiceNow.
• 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.
• Worked on integrating with LDAP server to obtain the users, roles, and group's information into ServiceNow

Environment: ServiceNow Kingston, Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Change, HTML, CSS, Java.

Confidential, Chicago, IL

ServiceNow Consultant

Responsibilities:

• Working on various modules of ServiceNow which include Incident, Change and Request Management.
• Worked on UI customizations to add Tables/Fields, UI Policies, UI Actions, Business Rules, Client Scripts, and Script Include
• Involved in the technical meetings and discussions with the team and Scrum master
• Gathering Requirements from client creating catalogs items.
• Creating approvals in workflows and execution plans. Creation of UI pages for a better visual appearance in catalog items.
• Using Transform maps to import Data to Configuration Management.
• Writing Data Sources, Transform maps and properly analyzing coalesce to avoid duplicates.
• Workflow has been created to support the approval workflow and task assignment
• Writing Scheduled jobs and schedule imports depends on the requirements.
• Bi-directional integration between ServiceNow with HPSM using SOAP API methodology
• Customizations in ServiceNow forms as per client's requirement.
• Configured MID Server ServiceNow.
• Created Record Producers, order Guides and catalog client scripts and workflows, created custom tables, fields and configures Access Controls (ACL's) over them.
• Develop and deliver customized portal web pages in ServiceNow using JavaScript frameworks
• Involved in redesigning the workflows using ServiceNow Workflow editor
• Creating new groups and adding users to the groups in service now.
• Worked on integrating with LDAP server to obtain the users, roles, and group's information into ServiceNow
• Created variables/variable sets with different type of selections and designed layout for catalog item.
• Created and moved update sets to different ServiceNow instances.
• Monitored the workflows on the daily basis, and to act in case of fails.

Environment: ServiceNow Kingston, Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Change, HTML, CSS, Java.

Confidential, Lincolnshire, IL

ServiceNow Developer

Responsibilities:

• Working on various modules of ServiceNow which include Incident, Change and Problem Management.
• Interacted with Stakeholders, Users and Customers for gathering requirements to arrive at design solution.
• Involved in requirements gathering and refining user stories.
• Performed peer reviews on update sets for weekly releases of the SCRUM Process.
• Created several Catalog Items and customized them using UI Policies and Catalog client scripts.
• Experience on working CMDB and Asset Management integrations.
• Experience in managing the Configuration Management Library and providing information on the status of all the master copies of CIs.
• Extensively worked on Business Rules and Script Includes.
• Customizations in ServiceNow forms as per client's requirement.
• Creating new groups and adding users to the groups in service now.
• Developed multiple catalog item in service catalog by configuring Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions.
• Configured MID Server and integrated LDAP with ServiceNow
• Created variables/variable sets with different type of selections and designed layout for catalog item.
• Upgraded Sandbox to Jakarta version and started investigating the Service portal enhancements.
• Worked on Service Portal by customizing Widgets, Pages and Themes
• Configuring the SLAs for various ITIL processes in ServiceNow.
• Built Service Portal for service request, report issue and status reports using ServiceNow.
• Automated ticket creation through custom Inbound Email Action on Incidents
• Designed a portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on the feedback received from users.
• Establish and interact with the Configuration management database(CMDB) and manage data with import sets, and Update sets
• Worked on integrating with LDAP server to obtain the users, roles, and group's information into ServiceNow
• Created email notification, access rules, record producers, order guides in ServiceNow
• Worked in Agile methodology and familiar with Scrum procedures
• Worked on migration between various ServiceNow environments using Update Sets.
• Created and moved update sets to different ServiceNow instances.

Environment: ServiceNow Jakarta, Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Bootstrap, Jelly, Incident, Change, HTML, CSS.,

Confidential, Erie, PA

ServiceNow Developer

Responsibilities:

• Created various ServiceNow applications, modules, and tables as per requirements
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions.
• Used import sets and transform maps to import data into ServiceNow.
• Created server side scripts and client side scripts, script includes.
• Created Service Catalog forms (around 250) to supports different business sector requirements and created advanced workflows to the catalogs.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Created schedules, reports and monitor performance of ServiceNow.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Worked on Service Portal which includes Customizing Pages, Widgets and making use of mobile friendly client scripts
• Implemented PPM module and APM modules from Scratch.
• Documented all implementations and best practices defined by the team.
• Perform day to day administration of the ServiceNow tool & maintained business services, configuration item relationships in ServiceNow.
• Performs core configuration tasks including system policies, business rules, and client scripts.
• Managed data with Tables, Import Sets, and Update Sets.
• Created workflow activities and approvals. Implemented new workflows that use a variety of activities to understand how records are generated from workflows.
• Performed migration activities (Dev to UAT to Prod).

Environment: ServiceNow Istanbul, Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Change, HTML, CSS.

Confidential, Framingham, MA

ServiceNow Developer

Responsibilities:

• Worked on UI customizations to add Tables/Fields, UI Policies, UI Actions, Business Rules, Client Scripts, and Script Includes.
• Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, diagnosing, resolving, monitoring, and reporting in ServiceNow.
• Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts, Workflows in ServiceNow.
• Creation of Applications, Modules, tables, Columns as per the requirement specification in ServiceNow
• Configured MID Server and integrated LDAP with ServiceNow.
• Created UI Pages and implemented logic to create RITM's automatically when data submitted through public UI pages using SOAP and Scripted SOAP Messages
• Creation of update sets, export the update sets, retrieve the update sets.
• Migration of changes from one instance to another using update sets.
• Involved in Customization and Maintenance of ITIL modules such as Incident, Change, and Problem.
• Worked on loading the data into ServiceNow using import sets
• Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements.

Environment: Fuji , Glide Script, Java script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Problem, Change, HTML.

Confidential, Batavia, IL

ServiceNow Developer/Admin

Responsibilities:

• Implemented the configuration of various modules like Incident, Change, Release, Problem, Asset, and Configuration Management Modules.
• Worked on UI customizations to add Tables/Fields, UI Policies, UI Actions, Business Rules, Client Scripts, and Script Includes.
• Creating new Groups and adding Users to the groups in service now.
• Created Service Catalog forms (around 150) to supports different business sector requirements and created advanced workflows to the catalogs.
• Created UI Pages and implemented logic to create RITM's automatically when data submitted through public UI pages using SOAP and Scripted SOAP Messages.
• Created and maintained custom applications as per user requirements.
• Implemented renewal grant process (Custom Application) for some of the requested items.
• Created email notification, access rules, record producers, order guides in ServiceNow.
• Configured MID Server and integrated LDAP with ServiceNow.
• Created SLA, Schedules and attached these to the incident/change/requested items and various Service Offerings etc.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in ServiceNow.
• Apart from development activities will be working on the operational activity which comes in day to day tickets.
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
• Created and moved update sets to different ServiceNow instance.

Environment: Fuji, Glide Script, Java script, Jelly Script, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Problem, Change, CMDB, Project Portfolio Suite, HTML, CSS.

Confidential, ATLANTA, GA

TIBCO BW Developer

Responsibilities:

• Requirement Analysis has been done by scheduling meetings with both Legacy Teams and ECC teams.
• Creating of System Design Documents and Mapping Documents from Functional Specification Documents and Technical Specification Documents.
• Design and Development of interfaces using File Adapter, SAP Adapter based on the requirements.
• Preparing Unit Test Processing Documents by capturing the logs and screen shots of success and error cases.
• Review Code developed by other resources and give suggestions to modify code as per the standards.
• Conducting meetings with Process Teams to test the interfaces informally in DEA environment.
• Supporting Teams in their Verification/Validation testing in QEA and QEC environment.
• Coordinating with Offshore team for a quick resolutions or fixes overnight by providing necessary KT’s.Part of Production Issues Resolution team.
• File Adapter and SAP Adapter has been extensively used in this project. MFT and MQ messaging services for transferring files/messages between systems were widely used and some web services implementation using SOAP/HTTP and SOAP/JMS.

Environment: TIBCO Business Works 5.9, TIBCO EMS 6.x, TIBCO Business Works Administrator5.7, TIBCO Hawk4.9, XML, XSD, SAP Adapter, Windows NT, Oracle 10i.

Confidential, ATLANTA, GA

Responsibilities:

• Involved in reviewing Use Cases/Business Requirements and prepared detailed Technical Design documents.
• Tuned the performance of Business Works Engine and EMS for load and memory optimization.
• Configured TIBCO File adapter to poll the files from the Legacy systems and process them in HUB.
• Configured Web Services to implement cross-reference for lookup from the Database.
• Developed heavy Business Works processes in TIBCO Designer involving complex business rules/logic
• Created unit test cases and troubleshoot/debugged the applications in all the environments.
• Configured design-time & run-time SAP Adapter to publish & subscribe Idoc’s real-time from and to SAP systems.
• Provided support to the EAI team, Legacy team and Process team at all stages of the project for error detection and correction.
• Extensively used the TIBCO design time libraries for Common Error and Exception Handling.
• Made use of TIBCO Hawk to interact with the error-handling framework, thereby monitoring the entire integration.

Environment: TIBCO ActiveMatrix Adapter for files 6.0, TIBCO ActiveMatrix Adapter for SAP 6.0, TIBCO Active Matrix Business Works 5.8, TIBCO Administrator 5.6, TIBCO Designer 5.6, TIBCO Hawk 4.8, TIBCO Rendezvous 8.2, TIBCO Runtime Agent 5.6.