SUMMARY:

• Having 8+ years of Experience in Information Technology.
• Having 5 years of experience exclusively in Designing, customization, enhancing, workflow configuration, integrating and supporting ServiceNow suite of products such as Incident Management, Problem Management, Change Management, Asset and Service Request management systems and 3 years of strong experience in REMEDY and JAVA development with great expertise in various frameworks.
• Experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Project Portfolio Suite, Service Catalog, and Configuration Management.
• Experience in Service - Now Administration and Production support including maintenance of lower life cycle instances. Familiar with versions Dublin, Eureka, Fuji, Geneva, Istanbul, Jakarta and Kingston .
• Experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes
• Expertise in developing Client Scripts, Business Rules, UI policies, UI actions, Script Include, SLA and Import sets
• Experience in setting up MID Servers .
• Experience in Generating JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Developed Content Management System (CMS) solutions on ServiceNow.
• Develop and maintain applications to CDW
• Experience in configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Experience in Configured Event Management (ITOM ).
• Proven experience in working with wide variety of ITIL tools like BMC Remedy and various ServiceNow modules, fist, ITIL tools, integrations within complex ITSM environment.
• Experience in managing process, technology and IT service management solutions, ITIL processes, customizing and configuration of ITSM tools
• Experience in Design, manage and analyze CMDB (Configuration Management) configuration items
• Involved in Configuring applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience in delivering medium to large-scale ServiceNow implementations.
• Strong experience in the ServiceNow suite development including SOAP/REST integration, Web services, Discovery, Workflow, CMDB.
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs.
• Extensive experience in Web Services and SOAP Integrations.
• Demonstrated Business focus by supporting sales, driving in Key Business Initiatives, heading Capability & Competency center for ITSM, mentoring colleagues. Designing processes for Business / IT areas.
• Strong team player, ability to work independently and in team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.
• Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Expertise in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Knowledge in using Glide Scripting for creating UI Action and business rules.
• Functional knowledge and implementation experience of IT Service Management (ITSM).
• Frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Demonstrated Business focus by supporting sales, driving in Key Business Initiatives, heading Capability & Competency center for ITSM, mentoring colleagues. Designing processes for Business / IT areas.

TECHNICAL SKILLS:

ITIL: ITSM, ITIL, ITOM, Service Now, CMS, SCR, SAM, and LDAP.

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

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

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

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

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN, Subversion.

Tools and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE:

Confidential, MO

ServiceNow Developer/Admin

Responsibilities:

• Worked on various modules of ServiceNow like Incident management, change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Major responsibility included development and design of Self Service Portal.
• Working as Domain Admin to create, edit, delete domains.
• Domain separation of custom tables and process logic to assign records in tables to domains.
• Worked with domain hierarchy that creates process and data relationships.
• Configured Employee self-service portal using Content Management (CMS)
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Coordinated instance upgrade from Jakarta to Kingston to help admin team with development and testing to deploy changes.
• Configured Event Management (ITOM ) by configuring Connector Instances and Connector Definitions.
• Worked on Discovery and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Created various frontend forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros
• Developed new service catalog items and fix bugs in incident, problem and change management
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates
• Created Business Rules using server-side scripting (Glide Record, Glide Element and Glide System). Integrated ServiceNow with LDAP for authentication and authorization.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Designing and defining Asset Management framework and technology, improvising CMDB with Asset attributes and data from various Sources.
• Worked on integration using SOAP /REST .
• Involve in migration between various environments in Service-Now using update sets and import sets between Helsinki, Istanbul and Jakarta.
• 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
• Strong knowledge of the server-side scripting Business rules and Script Includes
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement
• Created Workflows, Sub flows and Tables both on Helsinki and Istanbul. Managed inbound and outbound notifications in Istanbul and Jakarta.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Documented all implementations and best practices defined within team.

Environment: ServiceNow Jakarta, Kingston , CMS, Fuji, Glide Script, Java script, Jelly Script, Workflows, Incident, Problem, Change, CMDB, SOAP, REST, HTML, CSS, AJAX.

Confidential, Pittsburgh, PA

ServiceNow Developer/Admin

Roles & Responsibilities:

• Responsible for the ServiceNow tool administration module and creation of new Users, Groups, Roles, IT Services, Applications & Business Services.
• Worked on Discovery and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Successful oversight of several ServiceNow implementations including upgrades to Helsinki and Istanbul.
• Domain separation of custom tables and process logic to assign records in tables to domains.
• Given a detailed corporate structure, sketch a domain hierarchy that creates process and data relationships
• Experience in Mapping for UNIX discovery
• Worked on upgrade from Helsinki to Istanbul, owing to flexible enhancements by Istanbul.
• Worked on fixing BMC ADDM discovery issues and improving data importing into CMDB
• Worked on integrating ServiceNow with external SOAP web services
• Created various frontend forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Created new Business Rules/Script Includes/Catalog Client scripts/UI Policies and UI Actions while developing the catalog items.
• Developed Import Sets to import data from different Sources.
• Designed and developed custom applications, modules, tables and views as per client requirement.
• Created various reports and dashboards and scheduled them based on the client requirement.
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Involved in UAT and written various test cases to perform UAT before deploying the customizations to PROD.
• Worked on LDAP Integration to pull Users, Groups and specific tables from Active Directory. And created Data Sources, Scheduled Jobs & Transform maps to update the records from AD to SN tables.
• Configuration of Email Notifications and Alerts to notify users about specific activities in the system.
• Involved in Cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Used Notification Email Scripts to create various templates based on the client requirement.
• Involved in Gathering requirements for the creation of various Catalog Items.
• Expertise in creating various Service Catalog Items under different Categories and creating Workflows for catalog items.
• Used Variables Sets while creating catalog items
• Created Order guides to allow customers to make a single service catalog request that generates several items like laptop, keyboard, mouse, monitor, badge etc.
• Used Update Sets to deploy the customizations between various instances.
• Importing xml files to move certain records from one instance to other as the records will not capture in Update Sets.
• Having good knowledge on HP Application Lifecycle Management used to deliver real-time traceability of requirements and defects. Also, maintained these defects in SN.
• Used Orchestration activities to create, delete and manage objects in windows active directory, such as users, groups and computers with a ServiceNow Orchestration workflow.
• Involved and provided support in integrating with Remedy system.

Environment: Service now, ITSM, Java Script, XML, Web Services, SOAP, Jelly Scripting, CMDB, Iframes, HTML, MID

Confidential, Boston, MA

ServiceNow Developer/Admin

Responsibilities:

• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Created Incidents, Problems and Service Requests for supported applications.
• Worked on Configuring rules, monitors and management packs in SCOM.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Built forms from scratch along with advances customizations at the level of UI Macros/UI page as per the complex requirements.
• Worked on integrations using Web Services, JDBC.
• Create and implemented upgrade strategies for the current environment with specific attention to Microsoft SCCM.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Writing Catalog client scripts and UI policies to make client side changes.
• Worked on CMDB from the scratch.
• Created functional and technical specifications documents for various ServiceNow modules.
• Worked extensively on Configuration & Asset Management, Change Management and Release Management.
• Configured multiple forms for Asset module using Configuration Management Database.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.
• Creating the UI pages to use them in catalog items, implemented using UI Scripts.
• Involved in providing advanced support for ServiceNow by troubleshooting a variety of difficult software problems, implementing bug fixes and performing root cause analysis.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Involved in generating the on-demand reports and scheduling report generation in ServiceNow.
• Worked with System Administrators and ServiceNow support concerning strategies and technical aspects of platform upgrades.
• Created Business Rules using server side scripting (Glide Record, Glide Element and Glide System). Integrated ServiceNow with LDAP for authentication and authorization.
• Good knowledge on Single Sign on and event based integrations.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Involved in migrating code between different environments using update sets.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Resolving typical user's access and roles issues by checking active directory and users table.

Environment: ServiceNow Berlin/Calgary, Windows10, JavaScript, UNIX, Linux, SQL plus.

Confidential, Virginia Beach, VA

ServiceNow Developer

Responsibilities:

• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Workflow has been created to support the approval workflow and task assignment.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Worked on UI customizations for forms, lists and UI actions
• Implemented Core configuration changes to the platform as well as supporting applications
• Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events, and System and Upgrade logs)
• Worked as a Pre- and Post-installation consultant to define and implement industry (ITIL) best practice for the ServiceNow ITSM Platform
• Coordinated with various stake holders and offshore team on day to day issues
• ServiceNow Application UI Configuration, Workflow Configuration, Data Loads using import sets, development of reports & metrics for executive management
• Set up the SLA for the incident, problem, change management processes as per the requirement
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes
• Create data fix scripts for data corruption issues and perform Root Cause Analysis
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work

Environment: Eureka, Glide Script, Java script, Jelly Script, Workflows, Incident, Problem, Change, CMDB, HTML, CSS, AJAX

Confidential, Dublin, CA

ServiceNow Developer/Admin

Roles & Responsibilities:

• Have exposure to SAAS (Software as a Service) with hand on experience in Process Implementation (Knowledge Management, Configuration Management and Change Management)
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Created service catalogs, including new catalog items, designing work flows and execution plans .
• Developed UI Appearance for Service Catalog Requests.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Project management and detailed planning.
• Involve in design, development, administration and deployment of Service-Now.
• Create, monitor, modify, and publish service catalog workflows with approvals
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Build reports, gauges, and home pages.
• Create and use update sets to move customizations between systems.
• Ability to handle incidents within SLA terms.
• Manually entering the relationships in the CMDB.
• Search, populate, and customize the knowledge base.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Obtain and analyze business requirements and develop technical/function requirements
• Develop, design and rollout new applications modules, workflows and catalog requests.
• Generating detailed documentation.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Leadership in technical initiatives.

Environment: Service now, Net cool Omnibus, Java Script, Ajax, XML, Web Services, SOAP, and Encryption.

Confidential

Remedy Developer/ Administrator

Roles & Responsibilities:

• Gathered requirements from various business groups/users. Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Worked on Common Request System, Problem Tracking, Time Tracking System, Remedy application projects.
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Installed and configured Remedy Change Management application.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in installing and configuring Remedy Approval server and integrated with our internal application by defining various roles and rules of the approval server.

Environment:  Remedy ARS 4.x, Remedy Import, Windows 2000/XP, MS SQL Server 2000.