PROFESSIONAL SUMMARY:

• 7+ years of professional IT experience and extensive experience in ServiceNow platform as both Developer and Administrator.
• Expertise in IT Operations Management (ITOM),Conducting tests required for Discovery.
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for Business workflows, ticketing or other ITSM requirements.
• A ServiceNow Technology Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Excellent expertise in developing and maintaining Service catalog items.
• Demonstrated project management skills and experience working directly with customers and clients.
• ServiceNow Discovery configuration to populate CMDB.
• Mid Server Process Configuration for Windows & Linux, Workflows, Configuration Management Database(CMDB).
• Good Knowledge of CMDB and IT Asset Management Services (ITAM)
• Integration of ServiceNow with LDAP , Single Sign On .
• Knowledge in integration ServiceNow with third-party tools using SOAP, REST.
• Knowledge in automating the processes and tasks using ServiceNow Orchestration.
• Extensive knowledge in database transactions management for database related changes by integrating JDBC, Hibernate with spring.
• Handled multiple projects for IT Service Management (ITSM) tools implementation and customization based on ITIL best practices.
• Extensive experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Experience in Installation and Configuration of different modules of ServiceNow.
• Have the hands on experience on Configuration management database (CMDB) and asset management and their modules.
• Have a good knowledge on using the glide record, glide system, glide user, g form, g user classes and their methods.
• Manages user profiles, roles and their group using user administration.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• An effective communicator with excellent relationship building & interpersonal skills. Strong problem solving& organizational abilities. Good in leading, mentoring, coaching, and motivating team to deliver the best result.

TECHNICAL SKILLS:

Languages: C, C++, Java/ J2EE, Python, JavaScript, XML, XSL, HTML, XHTML, CSS, SQL

IDE s: SVN IDE, Force.com IDE

Version Control Tools: Rational ClearCase, VSS, WinCVS, RequisitePro, ClearQuest

Software Methodologies: SDLC, Waterfall, Agile, Scrum.

ITSM Tool: ServiceNow(category:Jakarta)

Operating Systems: Windows XP/Vista/7, Linux, Unix

Web/J2EE Tech: Servlets, JSP, JDBC, Java beans, JNDI, HTML, AJAX, DOJO, JavaScript, CSS, XML, EJB, Hibernate, Web services

Utilities: MS Word, MS Excel, MS Office

SCM tools: GitHub, SVN, BitBucket

Databases: Microsoft SQL Server, Oracle, MySQL,MongoDB

Tools: Log4j, JUnit, Apache Ant, Netbeans6.9.1, Dreamweaver CS4.

App & Web Servers: Liferay 5.x/6.X, Weblogic Server 9.x/10.x,Jboss4.x, Tomcat 5.x/6.x., Apache

Networking: LDAP, SSO, ITIL, Web Services

PROFESSIONAL EXPERIENCE:

Confidential, SouthField, MI

ServiceNow Developer

Responsibilities:

• Create and use update sets to move customizations between systems
• Provided analytical and technical expertise for ServiceNow configurations
• Provided day-to-day administration of the ServiceNow instance
• New fields were added to support the client requirement along with the set of business and client rules, UI customizations, to fulfill client requirement.
• Created reports, workflows, data imports for Incident, Problem, Service Request, PPM and Change ServiceNow modules.
• Developed an on boarding order guide for the organization to help with new hire on boarding stuff.
• Integrated servicenow instances with third party vendor.
• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts.
• Created both inbound Scripted Web services and inbound Email Actions to incidents from Emails.
• Created various ServiceNow applications, modules and tables as per the requirements.
• Implementing the service requests and data changes.
• Created ServiceNow reports and dashboards.
• Work directly with end users to resolve support issues within ServiceNow.
• Create, monitor, modify, and publish Service catalog workflows with approvals and maintain Single Sign-On Integration.
• Created Buttons and context menus both on form and lists using UI actions

Environment: ServiceNow, JavaScript, HTML, Web services, SOAP, SQL, Cloud services, ITIL, SCRUM.

Confidential, Overland Park, KS

ServiceNow Developer/Admin

Responsibilities:

• Involved in the Complete Software development life cycle (SDLC) to develop the application. Used Agile Methodology and SCRUM Process.
• Configured Event Management ( ITOM) by configuring Connector Instances and Connector Definitions .
• Involved in reviewing the requirements and designing of the workflows in ServiceNow
• Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Uses JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions
• Worked on LDAP integrations. Very good understanding of integration with these varieties of protocols: SOAP, JDBC, and ODBC
• Provided analytical and technical expertise for ServiceNow configurations
• Provided day-to-day administration of the ServiceNow instance
• Sets up Service Level Agreements (SLAs) and monitored SLA workflows, created and tracked Service Catalog requests, and items with variables
• Worked on intregating with external applications and automated processes using ServiceNow Orchestration.
• Handled incident troubleshooting and resolution for ServiceNow related issues
• Implemented various script includes, and also used them in client scripts
• Service Catalog and Request CMS Workflow Design and Configuration
• Created Buttons and context menus both on form and lists using UI actions
• Used import set tables to import CI's for the implementation of the data .Also worked on Asset Management and loaded the data into it
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements
• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.
• Build reports, gauges, and home pages.
• Create and use update sets to move customizations between systems.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Environment: ServiceNow, JavaScript, HTML, Web services, SOAP, SQL, SAML 1.1, XML, IFrames, AJAX, Shell scripting, Log4j, Integrations, e-Directory, Cloud services, ITIL, SCRUM.

Confidential, Memphis, TN

ServiceNow Developer/Administrator

Responsibilities:

• New fields were added to support the client requirement along with the set of business and client rules, UI customizations, to fulfill client requirement.
• Finding applications and devices on network using Discovery , and then updates the CMDB with the information found.
• Build reports, gauges and home pages. Create and use update sets to move customizations between systems
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Involved in creating and migration of update sets between different ServiceNow Instances
• Created both inbound Scripted Web services and inbound Email Actions to incidents from Emails.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Experience installing, configuration and administration of CMDB
• Exporting and Importing tables, import sets, workflows, update sets data from one instance to the other.
• Create, monitor, modify, and publish Service catalog workflows with approvals and maintain Single Sign-On Integration.
• Developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts.
• Manages users, groups and roles.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Installed MID Servers on remote desktop and conducted tests required for Discovery .

Environment: ServiceNow, ITIL, ITSM, CMDB,SOAP,REST,SSO, JavaScript, Java, Html, CSS,MidServer,Glide Script,XML, Discovery.

Confidential, Topeka, KS

ServiceNow Admin/Developer

Responsibilities:

• Design, configure and Implement ServiceNow components to meet specific business needs to support ITIL and business processes that are simple, intuitive and easy to use, allowing customers to extend and customize.
• ServiceNow specialized in IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) applications and provides forms-based workflow application development
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements
• Created various ServiceNow applications, modules and tables as per the requirements.
• Experience in using the Agile/Scrum methodology.
• Created functional and technical specifications documents for various ServiceNow modules.
• Designed Web pages using HTML/CSS, JavaScript and jQuery.
• Developed solutions using JavaScript, Web services, SOAP and other web technologies to integrate ServiceNow with internal/external systems and tools.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Worked on creating the UI pages to use them in catalog items using the UI Scripts
• Created reports, workflows, data imports for Incident, Problem, Service Request, PPM and Change ServiceNow modules.
• Experience working with relational databases like MySQL.
• Worked on CMDB and worked on DISCOVERY and set up mid servers and check for the connectivity.
• Developed preparation of systems, test criteria and control for upgrades, error correction and new functionalities.
• Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events and System and Upgrade logs).
• Developed custom probes and sensors to populate CMDB with pertinent asset data via JavaScript, Perl and PowerShell.
• Access Control List (ACL) on an SNMP device can prevent Discovery from identifying the device.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).

Environment: ServiceNow, Asset Management,Change Management, Incident Management, ITIL, HTML5, JavaScript, Jelly Script, Web Services, HTML, CSS, CMDB, MySQL.

Confidential

Java/J2EE Developer

Responsibilities:

• Involved in all phases of Software Development Life Cycle (SDLC).
• Used CVS for version control system and TestDirector for bug tracking
• Involved in developing applications using Java, J2EE, EJB, Struts, JSP and Servlet
• Created the UI validations using Struts validation framework
• User -worked with user community closely to train them and explain various features to them.
• Developed database schema and SQL queries for querying database on Oracle 9i
• Wrote CSS pages in top down approach
• Created backend XML and Web Services on existing business logic for the new PLUS product to consume.
• Designing web pages for HTML files that supports AJAX component, Rich design time UI to use AJAX libraries such as Dojo, jQuery.
• Used SOAP Technology for exchanging the XML application using HTTP
• Configured JMS and Hibernate on WebLogic Server in Eclipse environment.
• Designed and developed user interfaces using Velocity, HTML and CSS.
• Designed and developed the Data access layer using Hibernate.
• Developed the service layer using the SpringIOC.
• Used HTTP headers to get client information. Resolved many Http protocol related issues.
• Used Struts Validation to validate various form entities.
• Developed user interface using JSP, JSTL and Struts Tag Libraries to simplify the complexities of the application..

Environment: Java, J2EE, JSP, HTML, Java Script, Oracle, SQL, JDBC, XML, Servlet, IBM Websphere, ANT