SUMMARY:

• Nearly 7+ years of experience in IT Industry with 5 years of experience as a Service Now developer, and 2+ years as a UI Developer
• Involved in creating Widgets for the User Service Portal.
• Hands on experience on various IT Services modules of Service - Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, Integration with Web Services.
• Design and configuration experience in ITSM and customizing the applications using Java script, AJAX and HTML in Service Now.
• Hands on experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in Service Now.
• Wrote Classifiers and identifiers to direct the Discovery tool to gather the information of the configuration items without errors .
• Worked on Service portal to create the customized widget, pages, Iframes and OOB widgets.
• Involved in making customizations to Facility Request Management module.
• Expertise in configuring / maintaining / customizing ITSM.
• Created update sets to migrate customizations from one instance to another
• Experience in working on the ITIL Process Configuration like Change Management and Knowledge Management and Reporting in Service Now.
• Worked on Discovery tool to maintain CI relationships in CMDB.
• Extensive knowledge and experience in implementation and administration of Service Now Asset Manager.
• Good experience in building and managing HR Case Management module.
• Experience in working with the workflows in Service Now for Service Catalog using workflow editor
• Worked on Common Request System, Problem Tracking, Time Tracking System, Remedy application projects.
• Developed and maintained applications in Remedy Action Request System (9.x, 8.1x)
• Good knowledge of CMDB and Asset Management Services.
• Hands on experience in defining Configuration item relationships.
• Worked on update sets to migrate Snow customizations from one instance to another.
• Extensive experience in Business Rules, UI Actions, UI Policies, Client Scripts. Access control lists (ACL) etc.
• Experience in configuring Data Dictionary, Validation Scripts for the fields with in the ServiceNow forms.
• Experience in working in AGILE based development environment and participating in Scrum sessions.
• Experience in Legal Service Management application
• Supported the IT team responsible for the implementation and administration of the ServiceNow implementation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations.
• Extensive experience in the development and customization of Service catalog items and Work flows.
• Knowledge in object oriented analysis design and application development.
• Worked on LDAP and SSO integrations.
• Work effectively with others in a team environment & Lead various projects.
• Strong verbal, written and interpersonal communication skills.
• Hands on experience on various IT Services of Service-Now like Service Catalog Requests, Change Management, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.

TECHNICAL SKILLS:

Service: Now, ITSM Suite

Programming Languages: C, C#, HTML, HTML5, XML, CSS, CSS3, JavaScript, SQL, Jelly Script, JQuery, Angular JS.

Tools: SQL DEVELOPER, SQL Client, NETCOOl.

Databases: Oracle TOAD, Oracle 10g.

Web Technologies: AJAX, JSP, JDBC, EJB, JDBC, Servlets, MVC, Web Services

Application Servers: Apache Tomcat, WebLogic

Operating System: UNIX, Windows 2000/XP/7/8

PROFESSIONAL EXPERIENCE:

Confidential, Pleasanton, CA

Service Now Developer/Administrators

Responsibilities:

• Responsible to perform day-to-day administration of the Service-Now Tool maintain business services and configuration item relationships in Service-Now tool.
• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current Service Now system.
• Coordinates installation of Service Now upgrades and/or service packs. Develops and 'manages the
• Preparation of systems, test criteria and control for upgrades, service packs and new functionality, enhancements or error correction.
• Assist in the import of configuration and asset data.
• Worked on Discovery and set up mid servers and checked for the connectivity.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Develop and deliver customized Portal web pages in ServiceNow using Bootstrap and AngularJS, JavaScript frameworks
• Worked on SNOW team at TFS for instances upgrades and created a custom module to maintain test scripts
• Workeing on Service portal to create the customized widget, pages, I frames and OOB widgets.
• Implementation, customization and configuration of different Service Manager Modules like Change
• Developed CMS Pages and linking the pages in Service portals using Angular JS.
• Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Responsible for Solving Tickets from Support Works to Service Now and Service Now to Support Works.
• Worked on creation and modification of reports and procedure using PLSQL in Crystal report designer
• Integration of service now with LDAP for user authentication purposes
• Used Snow system of truth for few asset audits
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record
• Worked on End-to-End Discovery Setup in Service Now to identify the elements of enterprise IT infrastructure, making it possible to capture an accurate and up-to-date map of CI relationships.
• Responsible for monitoring the ITIL Service delivery via process mapping audits and designed the procedure. Used auto-discovery process to discover business services to manage service health and their dependencies, resolved issues with auto-discovery process.
• Created update sets to migrate customizations from one instance to another
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Worked on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Worked on Incident management, Problem management, Change management and Configuration management .
• Worked on update sets to migrate customizations from one instance to another.
• Updating Incident/Problem/Change module based on client feedback.
• Used client side and server-side scripting to create Business Rules, Client Scripts, UI Policies and UI Actions, create various workflows for Incident, Change, Service Requests & SLAs
• Responsible for all scripting changes including Client Scripts, UI Policy, and UI Actions.
• Created Business Rules, Script Includes Glide AJAX, UI Action
• Worked on Email notifications and Inbound Email Actions Form customization and field customization based on client requirement for Service catalog
• Designed the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work
• Sets up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog requests, and items with variables.
• Configured SLA's depending on requirements of various groups.
• Worked on enhancements of the service catalogs and record producers.
• Created knowledge articles to the users after each and every enhancement as a reference.
• Worked on Discovery to update and insert asset information on a regular basis.
• Designed form layouts, workflows and modules in applications.
• Worked on update sets to migrate customizations from one instance to another.
• Use scripting tools and Service Now functionality; create script to automate routine tasks being done in Service Now.
• Extensive experience in the development and customization of Service catalog items and Work flows.
• Used Jira as a ticketing tool
• Created schedules, reports and monitor performance of Service Now.
• Participated in daily meetings and involved in attaining faster procedures to Mitigate.

Environment: Service Now (Jakarta), ITIL Concepts, Asset Management, Incident Management, Problem Management, Java script, CSS, LDAP Integration, CMDB, CSS, HTML, Web Services, Jira.

Confidential, Dallas, TX

Service Now Developer/Administrator

Responsibilities:

• Involved in analysis of end user requirements and Business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current Service Now system.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Worked with Continuous Implementation of Service Desk (Incident & Problem Management), Service Request Management, Change and Asset Management (ITAM) and CMDB tools to better align with ITIL.
• Worked on Data Sources, Transform maps and Import sets to import the data into tables.
• Created transform maps using automatic field mapping and scripting.
• Worked on Incident management, Problem management, Change management and Configuration management .
• Created Client Scripts, Ajax Scripts, Business Rules , Script Includes, UI Policies, UI Actions and Email Notifications.
• Developed solutions in the service now platform that are ITIL V3 compliant and defined business solutions for ITIL users.
• Worked on various modules of Service Now 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.
• Configuring the SLAs for various ITIL processes in Service Now .
• Identified and recommended the ITIL v3 methodologies to deliver technical methodologies around the Service Now platform.
• Involved in discussion with other technical areas to meet the business and technical requirements for Service Now, 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).
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Proven experience in working with wide variety of ITIL tools like BMC Remedy and various Service Now modules, CMDB, ITIL tools, integrations within complex ITSM environment.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experience with complex integrations within the ITSM environment such as Service Now -Siebel Service Now- Web service integration with third-party application HPSM-MS exchange, HP SM -HP SC Auto, HP SM -HP uCMDB and HPSM- HPAM . Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications.
• Participated in daily meetings and involved in attaining faster procedures to Mitigate.

Environment: Service Now, Asset Management, Incident Management, ITIL, HTML5, Java script, Jelly Script, Web Services, CSS, CMDB

Confidential

Service Now Developer/Administrator

Responsibilities:

• Provided analysis, design and development of Service Now ticketing and incident management systems to support the company's technical operations.
• Contributed in Service Now configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third-party software integrations.
• Implemented end-to-end Service Catalog, Incident Management, Configuration Management (CMDB) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.
• Worked with Continuous Implementation of Service Desk (Incident & Problem Management), Service Request Management, Change and Asset Management (ITAM) and CMDB tools to better align with ITIL.
• Configured IP Addresses to identify the undiscovered CI's and insert them into CMDB.
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code.
• Design and implement business solutions on the Service Now ITSM platform.
• Creating, monitoring, modifying and publishing service catalog workflows with approvals.
• Gathered requirements from stakeholders at various phases to leverage Service Now within organization on End user self-enablement portal using CMS.
• Conducted analysis, designing and assembly of software components in Open Text CMS applications.
• Maintained technical documentation for CMS Open text applications as per SDLC standards and procedures.
• Interface extensively with all areas of the organization including Operations and Development.
• Implemented REST API web service as a third-party application for Integration.
• Configured Service Now on Windows/UNIX platform with back end as Oracle 10g Database.
• Generated Configuration Management Database that incorporates service assets and configuration items (CI) and CI relationship data to support all of the core process.
• Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB.
• Created Update sets to move customizations between different systems.
• Expert ability to diagnose/resolve complex problems of enterprise web applications environment.
• Responsible for preparing design level, program level and user level documentation.
• Created full documentation for Service Now applications.
• Responsible for closing the open Incident, Problem and Enhancement request. Communicating with the customer the status of the request to ensure the timely customer satisfying result.

Environment: Service Now (Helsinki), LDAP integration, AngularJS, Form Creation, AJAX, jQuery, XML, Jelly script, JavaScript, CSS3, REST, HTML5,PLSQL.

Confidential

Service Now Administrator

Responsibilities:

• Perform day to day administration of the Service-Now tool. Maintain business services and configuration item relationships in Service Now tool.
• Working on various modules of Service Now which include Incident, Change and Problem Management.
• Interacted with Stakeholders, Users and Customers for gathering requirements to arrive at design solution.
• Created suggested relationships for configuration items in CMDB.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Perform updates, reboots, database maintenance and other routine activities as necessary to maintain health and operational status of all Spectrum and Performance Management servers.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Involved in creation of reports, dashboards in Service Now.
• Created various front-end forms, and associated Client Scripts, UI policies
• Performs core configuration tasks including system policies, business rules and client scripts.
• Design and develop solutions within the Service-Now environment to include modifications of applications, forms, workflow, interfaces and any other customization required to support ITIL processes.
• Worked on GRC application (Governance, risk and compliance).
• Collaborate with the GRC team on the development of the GRC solution.
• Implementing, configuring, onboarding, and administrating GRC plugins
• Managed Spectrum components including MySQL databases, SQL-Anywhere database, Apache Tomcat-based Web servers, Solaris Spectro Servers and CABI/Crystal reporting server.
• Experienced in installation and managing APM tools (CA APM Introscope, dynaTrace) to monitor the enterprise applications.
• Developed Complex workflows in Service Catalog for interaction with Third Party Sources.
• Handling Production support tickets and assigning them to appropriate teams.
• Developed solutions using JavaScript, Web Services, REST and other web technologies to integrate Service Now with internal/ external systems and tools.

Environment: Service Now (Fuji & Geneva), Client Scripting, Business rules, Email Notifications, LDAP Integration, SQL, Web Services, SOAP & REST integrations, XML, HTML, Java Script.

Confidential

java Developer

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Involved in various Service Now customizations as per client's requirement.
• Collect, review, analyze, CMDB data and provide best practice documents and deliverable of recommendations to improve CMDB management.
• Integrate manually collected CI information into the CMDB and identify relationships between CIs to create an accurate Business Service Map.
• Worked on LDAP integrations.
• Configuring Integration Web Services with using REST Web Service.
• Implementation of Custom Applications, Modules, Tables and Views as per client's requirement.
• Involved in migration between various Service Now instances using Update Sets.
• Designed, developed, and maintained the report portal that provides user access to scheduled reports and report parameters.
• Involved in configuring the Business Rules, Client Scripts, UI Policies, Data Policies in the Service Now.
• Involved using Discovery to load configuration information to CMDB.
• Assist in the import of configuration and asset management.
• Created server side scripts and client side scripts, script includes, scripted Web Services.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Involved in testing reports for correct mapping of the objects and data.
• Implemented Social IT and Chat Application for the end user support.

Environment: Service Now Eureka & Fuji, Client Scripting, Business rules, Email Notifications, LDAP Integration, SQL, Web Services, SOAP & REST integrations, XML, HTML, Java Script.