SUMMARY:

• A Qualified IT Professional around 8 years of experience including 6 years of experience as a ServiceNow suite developer and administrator.
• Experience in Implementation of Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Implemented ServiceNow Service Catalog Requests involving complex workflows, Asset Management, Event Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Manage requirements and reviews on Workflow, Performance Analytics, Visual Task Boards, and Reporting, Homepages in ServiceNow.
• Experience working on different versions of ServiceNow: Calgary, Eureka, Fuji, Helsinki, Istanbul.
• Good Experience of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Experience working on Web services, Discovery, ServiceWatch and CMDB, Performed Data Migration to import data from other applications and external databases.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Strong experience in working in various software development practices like Waterfall, Agile
• Hands on experience in web application development using HTML, Java Script, Java, JSP CSS3, jQuery and Angular JS
• Experience Scheduling the Cloning and migrating the data from instances in ServiceNow.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration.
• Leveraging knowledge and experience to deliver end - to-end methodologies within ServiceNow, which includes architecting technical implementation of IT infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Proficient in transforming business requirements into functional specifications focusing on workflow analysis and design, business process reengineering, user interface design and process flow modeling.
• Experience in QA testing using with Runner, Test Director.
• Experience in Using ServiceNow Performance Analytics Module, created Data sources, widgets and Gauges.
• Experience in DB Administration and Networking logistics and GRC module.
• Experience in Network Integrations, LDAP integrations.
• Experience in Design and Development of Distributed OOAD Based system using UML and Rational Rose.
• Experienced in HR Case Management, HR Tasks and creating record producers.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Demonstrated the ability in developing Test Plan and test cases utilizing requirements and design documents, specifying Testing Overview & implementation.
• Loads, manipulates and maintains data between ServiceNow and other systems.
• ServiceNow Administration and Production support including maintenance of lower life cycle instances.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project Management, documentation, interpersonal skills.
• Excellent work experience on Front-end and Backend testing.
• Excellent oral and written communications, interpersonal, negotiation, analysis and problem-solving skills.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow, ITSM Suite

Operating System: Windows, Linux, Unix, Mac

Project Management / Tools / Applications: All MS Office suites (incl. 2003), MS Exchange & Outlook, Lotus Domino Notes, Citrix Client, SharePoint, MS Internet Explorer, Firefox, Chrome, Apache, IIS

Languages: Java, HTML, CSS, XML, SQL, C#, VB.NET

Application Servers: Web Logic Server, IBM Web Sphere and Java Web Server

Hardware: Networking

Web Technologies: HTML, JSTL, DHTML, JavaScript, CSS, XML, JSON, AngularJS, Bootstrap, (Agile)

Cloud Technologies: AWS(Amazon Web Services)

ServiceNow Modules: Incident Management, Change Management, Problem Management, Service Catalog, Service Level Management, CMDB, Data Loading, Start Now, On Call Scheduling, New Call, Web Services, ODBC Connectivity.

DB2, SQL server, MS: Access, MySQL, Oracle

PROFESSIONAL EXPERIENCE:

Confidential, Cupertino, CA

ServiceNow Developer

Responsibilities:

• Experience Working on various modules of ServiceNow like Incident management, Change management, Problem management, Service Catalog, User Administration.
• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Created many modules and custom application for out of the box functionality.
• Defined business, system and component requirements by working with the stakeholders.
• Experience writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Created custom catalog forms and record producers including the complex workflow designs as per the requirements.
• Worked on Integrations with third party applications and data sources.
• Managed User Administration in ServiceNow providing the required levels of Access for the customized solutions.
• Experience Creating the Data sources and developing import sets and Transform maps.
• Experience Writing Scheduled jobs and Schedule Imports depends on the requirements in ServiceNow.
• Experience writing scheduled jobs that call script includes and worked on REST API’s.
• Created data sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Involved in maintaining the CMDB Health dashboard with Completeness, Compliance and Correctness.
• Worked on the integration of ServiceNow with Quickbase.

Confidential, Detroit, MI

ServiceNow Developer/Administrator

Responsibilities:

• Uses scripting tools and ServiceNow functionality create script to automate rote tasks being done in ServiceNow.
• Gathers specifications from the IT department and delivers a product/release that meets the needs presented. Create requirements definitions and technical specifications documentation, including managing system configurations, performing quality assurance testing and user acceptance testing.
• Load, manipulate and maintain data between ServiceNow and other systems.
• Experience in working on creating Record Producers to help with the HR Projects.
• Experience in working with HR Case Management, HR tasks, HR knowledge and policy articles.
• Experience in customizing the HR Case Management.
• Experience working on configuration management process and ensure the practice meeting with operations teams.
• Responsible for designing and creating reports as required by the business owners.
• Working on upgrading our version from Geneva to Helsinki.
• Wrote Business Rules to avoid empty configuration items to be inserted into CMDB after discovery tools run a scheduled job.
• Developed custom reports as per requirements from client.
• Involved in ServiceNow Discovery planning, Implementation and administration.
• Experience in PPM module and created different portfolios in ServiceNow.
• Scheduled cloning and migration of data from instances in ServiceNow.
• Experience in e-bonding two instances using SOAP web service.
• Lead the team of four members on HR project and Epic systems.
• Working experience in building custom reports and gauges, web service integration with LDAP, Workday.
• Created new Business Rules/Script Includes/Client catalog script/Client Scripts.
• Created various workflows for Incident Management, Change Management, and Service Requests and worked efficiently on change management process.
• Created multiple custom applications with reference to development.
• Experience in Creating custom reports and publishing dashboards.
• Experience on integrations with ServiceNow using Email integration i.e. inbound actions scripting
• Must analyze and fully understand user requirements and current procedures in order to improve system capabilities automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap.
• Worked on upgrading our version from Geneva to Helsinki.
• Good experience in building order guides and work on the order to make sure user can easily understand and not to create any problem while raising a request.
• Configuring various Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.
• Extensive use of Active Directory by importing to ServiceNow for data used records.

Environment: ServiceNow Geneva, Helsinki, JavaScript, HR, LDAP, Integrations, CMDB, Glide Script, Jelly Script, CSS, HTML5.

Confidential, McLean, VA

ServiceNow Developer/Administrator

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Uses scripting tools and ServiceNow functionality create script to automate rote tasks being done in ServiceNow.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Loaded Configuration Items (CIs) from Excel files into ServiceNow using import sets and Transform Maps.
• Created functional and technical specifications documents for various ServiceNow modules.
• Coordinating the instance upgrade activities and overall management of the instance.
• Configuring Project Portfolio Management ( PPM ), Incident and Knowledge Management, and Web Services Integration
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Responsible for scheduling the cloning of instances and data migration between the instances in ServiceNow.
• Responsible in building SLA and generating Reports in ServiceNow.
• Developed requirements to ensure metrics reporting for different types of escalation levels.
• Worked on CMDB from the scratch, Managing data with tables, the CMDB, Import sets and update sets.
• Created CI relationships and Suggested CI Relationships.
• Worked on ServiceNow Performance analytics module, involving configuring the incident dashboard.
• Configured multiple forms for Asset module using Configuration Management Database.
• Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Created widgets and Gauges, breakdown points using ServiceNow PA.
• Involved in writing detail system use cases, developing business test cases, and working with QA teams during testing phase thereby facilitating acceptance testing with stakeholders and business users.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Worked on Web Services using SOAP Messages and called third party. Good understanding of WSDL, XML.
• Creating Inbound SOAP API calls to make the newly captured data available for legacy applications .
• Experience in working with Content Management System (CMS) and Self Service portal using Jelly Script and UI macros.
• Integrated with Active Directory for SSO using SAML 2.0
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Actively involved in daily Scrum meetings.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Used JSON object to send/receive data for AJAX.
• Experience in PPM module and created different project portfolios in ServiceNow.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Integrated ServiceNow with Air Watch for device enrollment, password reset and device wipe functionality.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.

Environment: ServiceNow Fuji, Geneva, Jira, Cloud Services, CMS, Glide Script, Jelly Script, Angular JS, JavaScript, JSON, Bootstrap, CyberArk, CSS, HTML 5, Windows 7, Oracle.

Confidential, Cincinnati, Ohio

ServiceNow Developer/Administrator

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for ServiceNow and Domain separation for ServiceNow Instances.
• Worked on the functional requirements and ­­­client requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration.
• Created dynamic UI applications using HTML and Angular JS .
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Managing the instance upgrade activities and upgrading them, creating reports and defining them.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions.
• Designed several email templates by using HTML and jelly scripting and used them in notifications.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Created reports, workflows and built gauges and Home pages.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into system, centralizing the information.
• Work closely with business units to provide solutions and enhance ITIL processes in ServiceNow applications to fit business needs
• Written script includes and invoked them in business rules and client scripts
• Designed and developed the application UI configuration with salesforce .
• Implemented Web Service Interface between ServiceNow and Salesforce using JSON Web Services
• Imported many CI's using import set tables.
• Imported Active Directory to ServiceNow using Data Sources.
• Worked on ITIL tools like BMC Remedy, HP Service Manager and various ServiceNow.
• 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 two projects simultaneously and created reports to analysis both the projects using project portfolio management(PPM)
• Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: ServiceNow, Fuji, JavaScript, CRM, XML, HTML 5, CSS, Bootstrap, LDAP Integration, Remedy, Angular JS, Agile, XHTML, jelly Script, Windows 7.

Confidential, Dallas, Texas

ServiceNow Developer/Administrator

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for ServiceNow and Domain separation for ServiceNow Instances.
• Working with client and functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• 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 in order to check for the data collected through discovery is accurate.
• Integration of ServiceNow with BMC Remedy for ticket creation on change submits.
• Created new Business Rules/Script Includes/Client catalog script/Client Scripts.
• Business Case preparation for approval
• Requirement gathering & preparation of business requirement documents
• Translate functional requirements into system requirements using UML
• 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 many CI’s using import set tables.
• Efficiently and effectively communicated with Product Owner and Scrum team.
• Imported Active Directory to ServiceNow using data sources.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: ServiceNow (Eureka), Java Script, BMC Remedy, Agile Scrum, workflows, Glide Script, CSS

Confidential

Java Developer

Roles and Responsibilities:

• Used Struts validation framework extensively. Developed JSP’s using Struts tag libraries.
• Struts framework, which internally uses the J2EE design patterns, is used for Logging and tracing.
• Responsible for design and architecture of the project by using MVC framework.
• Used JSP for presentation layer and sessions as controller, entity beans as the model to represent the persistent data and interacted with Oracle database as per MVC Architecture.
• Design Implementation of GUI using HTML, JSP, AJAX and CSS.
• Designed and developed the JSP for the different modules.
• Implemented the presentation layer logic, using JSP to transfer data between application layers.
• Developed EJB and Action Servlets for implementing controller and model layer.
• Developed the XML Schema for the data maintenance and structures.
• Used the XML Parsers like SAX parser to parse the data.
• Worked with various Style Sheets like Cascading Style Sheets (CSS) and XSL.
• Code repository check in and check out with VSS.

Environment: Java Server Pages (JSP), Struts 2.0, AJAX, JavaScript, CSS, Java 1.4, Struts 2.0, Hibernate 3.2/ 3.3, JSONLib, Web Services, EJB, Servlets, Oracle 10g, IBM WebSphere 6.0, Eclipse 3.1, CVS, Win CVS, ANT Build Scripts.