PROFESSIONAL SUMMARY:

• A Qualified IT Professional with 8 years of extensive IT experience and 7 years of experience as a ServiceNow Consultant in ITSM applications administration and tech support.
• As a ServiceNow Certified System Administrator, having good experience in end to end ServiceNow implementation and integrations.
• As a ServiceNow developer having good knowledge in implementing the IT Service Management framework for Incident, Problem, Change and Asset Management processes and ServiceNow best practices.
• Good knowledge about IT Infrastructure Library (ITIL) standards which are helpful in Development and customization of IT service management applications.
• Integrated ServiceNow with a third - party product to store all the credentials to maintain security of the credentials.
• Worked in Installation and Configuration of different modules of ServiceNow.
• Hands on experience in creating transform maps for importing CMDB data.
• Experience in Implementation of Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Experience in working with ACL’s.
• Hands on experience in creating Users, roles and User Groups.
• Experience in migrating the changes across various environments in ServiceNow using Update-Sets
• Experience in loading the data into ServiceNow using import sets
• Experience in configuring the Business Rules, Client Scripts, UI Policies, UI Actions, SLAs in ServiceNow
• Hands on experience in Java Script, Angular JS, AJAX, CSS, HTML and Bootstrap.
• Strong work experience on Relational database management systems (RDBMS) Oracle and SQL server.
• Experience with working on UNIX / LINUX, Windows Operating Systems.
• Familiar with ServiceNow Content Management System (CMS).
• Exceptional organizational skills, dedicated Professional with demonstrated ability of effective management and planning.
• Profound Communication and personal skills, excellent presentation skills, effective public speaker and ability to maintain excellent cooperative working relationships with co-workers and Management.
• Proven record of providing outstanding customer service, talented relationship developer, self-motivated professional who seeks challenge and opportunity in ServiceNow ITSM platform development, support and management.

TECHNICAL SKILLS:

ITIL: ITSM, Service Now, JavaScript, HTML, CSS, JQuery, Angular JS

Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL, COBOL

Scripting Languages: JavaScript, Jelly Script, HTML, Ajax, XML

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: Oracle 10g, MySQL, SQL, DB2

Database Tools: SQL Client, TOAD, SQL Developer, SEU, RLU, DDS

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

Platform: Windows, Linux

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN s

Tools: Rational Rose, Ant, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE:

Confidential, TX

ServiceNow Developer

Responsibilities:

• Working on Service Mapping Application to discover the business services in the organization.
• Building a comprehensive map for all devices, applications and configuration profiles used in these business services.
• Using load balancers on the network to identify possible business services and mapping them in bulk, creating multiple business services in a single operation.
• Fixing errors like missing credentials or task timeout in bulk and troubleshooting pattern-related mapping errors.
• Working on Discovery to find the devices and applications on the network.
• Finding the applications and devices on the network and updating the CIs in the CMDB with the data it collects.
• Using horizontal discovery for finding devices in the scanning and classification phases and top-down discovery for mapping business services.
• Using MID Servers to execute the probes and patterns and then return the results back to the instance for processing.
• Working on Integration with third party applications and data sources.
• Working on Integrations with CMDB, Incident Management, Change management, Problem Management, User Administration and Single sign-on.
• Using SOAP, REST or WSDL technologies for integrations and using a MID Server for API and command line integrations.
• Using Qualys cloud platform Integration to detect vulnerabilities by integrating with Vulnerability Response and importing data to it for tracking, prioritization and resolution..

Confidential, Arlington Heights, IL

ServiceNow Developer/Administrator

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.
• Gathered requirements from users for attributes needed to develop Service Catalog items.
• Identified and Recommended the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Involved in discussion with other technical areas to meet the business and technical requirements for ServiceNow, SMTP Admin, IBM Data power, Web service Owners and DBA to build integration to external and internal systems, currently using SMTP (EMAIL), MID Server and Web Service (Construction, integration testing, and other technical functions related to the White Label tool).
• Involved in creating Technical Design Documentation for Migration from existing technologies to ServiceNow.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Created Web services based on requirement to receive incident and problem tickets from external systems.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.
• Enhanced the existing LDAP integration and modified business rules.
• Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Created various front-end forms.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions, UI Policies, UI Actions.
• Created Update Sets to migrate customizations from one instance to another instance.
• Created Email Templates and Email Notifications.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Created various SLA’s as per client requirement with the Incident Management applications.

Environment: ServiceNow, Windows10, Oracle 11g, SQL*Plus, JavaScript, UNIX, Java Script, JSON,jQuery, Web services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM.

Confidential, Sacramento, CA

ServiceNow Developer/Admin

Responsibilities:

• Assisted client implementing the MSP (Managed Service Provider) instance for ServiceNow and Domain separation for ServiceNow Instances.
• Worked with client and functional requirements within ServiceNow.
• Facilitated rollout of new applications and modules.
• Assisted in the definition of business requirements and provided definitions and updates of system design documentation.
• Implemented Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• ServiceNow application development including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery.
• Created Buttons and context menus both on form and lists using UI actions.
• Designed many email templates by using HTML and jelly scripting and used them in notifications.
• Worked with windows team, network team and asset team to check for the data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue.
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts.
• Imported Active Directory to ServiceNow using data sources.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Created transform maps both automatic field mapping and scripting.
• Worked on Asset Management and loaded the data into it.
• Worked on the integration of ServiceNow with integrated Service Catalog and Incident module.

Environment: ServiceNow, JavaScript, Java, Html, CSS, XML, Jelly, Glide Script, Web Services.

Confidential, Pleasanton, CA

ServiceNow Developer

Responsibilities:

• Developed design documents and provided estimates for the client requirements.
• Designed Front-end Applications using HTML, CSS, AJAX, XML, JQuery and JavaScript.
• Developed working prototypes from UI designs for cross-platform devices.
• Worked with next-generation technologies like AJAX and JQuery to enable more efficient development and Involved in extensive HTML coding.
• Created security roles for strict control of UI elements and functions.
• Applied industry best practices and standards when project requirements were lagging.
• Worked with designer who designed user interfaces and prototypes for a web-based internal system.
• Developed the front-end web page by using HTML5, CSS3, and JavaScript, taking advantage of the frameworks Angular.JS.
• Worked on front end pages that were developed in a professional manner using HTML, CSS, JavaScript, and JQUERY.
• Developed client-side validation code using JavaScript and JQUERY.
• Used ACL's for controlling the security mechanism in Service Now.
• 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.
• Customized Incident Management Application.
• Created Custom Related List, Dictionary fields.
• Created Email Notifications and Inbound Actions.
• Created Workflows.
• Created Ordered Guides.
• Customized Migration between Instances using Update Set.
• Developed and maintained APIs and data integration processes between ServiceNow and other services.

Environment: HTML, CSS, JavaScript, jQuery, AJAX, Responsive design, Usability TestingAgile methodology, Eclipse, Oracle.

Confidential

ServiceNow Developer

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical Task Documents to develop workflow, implement the workflows in Service Applications and administer the tools.
• Experienced the development and customization of Service Catalog Items and Workflows.
• Indulged in update set tracking and export/import both in Fuji and Eureka versions.
• Workflow management - Created Workflows, Sub flows and Tables both on Fuji and Eureka.
• Strong technical knowledge of ITSM Products Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE.
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.
• Managed inbound and outbound notifications.
• Involved in Unit testing for all the use cases and Functional requirements put forward for the project in Fuji and Eureka.
• Set up Configuration Management, defining the CI classes and their relationships.
• Managed Email notifications through Tables and Workflows.
• Created Service Catalog (Request Item, Order guide and record producer) based on client requirements. Also, Workflow has been created to support the Approval workflow and task assignment.
• Implemented End-End Service Catalog items for the existing business processes.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created Business rules supporting various email, notifications and tables.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Created and managed SLA definitions for different Service Groups.
• Worked on establishing Links to knowledge based articles on Fuji and Eureka.
• Worked in Incident, Change and Problem enhancements and Co-coordinating with the UAT team for any improvements.

Environment: ServiceNow (Istanbul, Helsinki, Fuji, Eureka) versions, Workflows, Sub flows, Java Script, Web services, XML, HTML.

Confidential

Java Developer

Responsibilities:

• Designed client application using HTML, JSP, CSS and XML.
• Experienced in Agile Software development process and also strong technical knowledge in Core Java, J2EE and JEE development, with experience in defining functional and technical specifications.
• Experienced in Relational DBMS like Oracle, SQL Server, MySQL, DB2, Toad for performing SQL and PL/SQL programming and NoSQL DB like MongoDB.
• Implemented application using MVC architecture integrating Hibernate and spring frameworks.
• Used JSP, HTML5, CSS3 and JavaScript to construct the dynamic web pages (presentation Layer) for the application.
• Used AngularJS and Backbone.JS for client-side validation.
• Worked with core Java technologies like Multi-Threading and synchronization.
• Used XML Beans for data interchange.
• Developing and consuming web services like SOAP (JAX-WS), REST (JAX-RS).
• Wrote SQL Queries to interact with Oracle Database.
• Developed Web Services to transfer data between client and server vice versa using SOAP, WSDL and UDDI.
• Used "Agile Development Methodology" and tested the application in each iteration.
• Good experience in developing test cases with Junit for Unit testing and logging using Log4J.
• Log4J for extensible logging, debugging and error tracing.
• Worked in designing Web services framework in support of the product.
• Wrote SQL and HQL queries to retrieve data from the Oracle database.
• Used XML to transfer the application data between client and server.
• Developed a specific dashboard module and integrated with the application.
• Used the JDBC for data retrieval from the database for various inquiries.
• Done with unit testing of all java classes using JUnit framework.
• Experience in designing and developing applications using Web Sphere application servers and Tomcat web server and Web logic server.
• Experience with Unix, Linux and Windows operating systems.

Environment: Java, J2EE, spring, JDBC, JNDI, Hibernate, JMS, Junit framework, Tomcat, Eclipse, Oracle 10g, XML/XSLT, HTML, JSP, JavaScript, SQL developer, Rational Rose, Subversion and Junit.