OBJECTIVE:

Service Portal ~ Bootstrap Mobile Development ~ ITIL/ITSM V3 processes~ HRSM~ Financial Services Management~ Security Ops ~ CMDB ~ Customer Services Management Application Portfolio Management ~ Orchestration. s also include several successful large - scale implementations of: ServiceNow CMDB, ITSM, Incident Management, Asset Management, Change Management, Knowledge Management, Problem Management, Release Management, SRM, and Discovery, SLM, Web Services for 40,000+ users within the Service Desk, Engineering, Facilities, Network Operations (NOC) and external/internal divisions.

SUMMARY:

• A Certified ServiceNow, competent professional with around 9+ years of IT experience including 5+ years of extensive experience in Service-Now working with different modules such as Incident Management, Service Catalog, Problem Management, Change Management, Project Management and CMDB.
• Good understanding and knowledge on all phases of the software development life-cycle (SDLC) and also familiar with methodologies like Waterfall, Agile/Scrum.
• Good understanding of ServiceNow and its Development Life Cycle from Calgary to Geneva.
• Expertise in Java script, debugging, optimizing the performance and working of Client Scripts, Catalog Client Scripts, Server Side Scripting, UI scripts and UI Policies.
• Good knowledge in Business rules, activate plugins, manage data with tables, Import sets and Update sets,
• Control system access and data security, Control access to the application and its records.
• Extensive experience in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Strong experience on web development frameworks Angular and Backbone JS and also good with the following scripting languages JavaScript, Python, Shell Scripting, PowerShell.
• Worked on CMDB and Asset Management in providing better scope of understanding on the inbound and outbound of assets.
• Strong understanding of ITIL/ITSM V3 processes.
• Proficient in activities like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Experienced in managing both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLA's.

TECH SKILLS:

Programming/Markup/Scripting Languages & Development Tools: AngularJS, Java, JavaScript, Jelly, C, C++, HTML, XML, PL/SQL, Eclipse, CSS

Standards/Frameworks/Web Technologies: JavaBeans, Spring, SOAP, Web Services, Apache, Java, J2EE, Spring, Hibernate, JBoss, WSAD, Java, J2EE, Struts, Validation Framework

WORK EXPERIENCE:

Confidential, Irving, TX

ServiceNow SME

Responsibilities:

• Made basic configuration changes to the UI using Branding Editor and other components of Service Portal. Edited and extended portals, pages, and widgets.
• Used the development tools provided in Widget Editor to write AngularJS, SCSS, and JavaScript to power a portal.
• Created rich web applications right on theServiceNowplatform.
• Working on creation and customization of complex workflows and custom workflow activities. Worked with transform maps, data sources and different transform scripts for data loads and management.
• Consultancy advising, designing and developing web solutions for industry leaders in ServiceNow and their clients. Utilizing ServiceNow's Service Portal platform, while implementing several new business and client facing web and mobile applications.
• Implemented ServiceNow Discovery to populate the CMDB and make ServiceNow CMDB as true source of data. This includes developing and implementing remediation plans to fix discovery issues that caused failure for some of the devices in the network, and establish the relationship between CIs in the CMDB.
• Develop processes to identify assets from contract initiation/point of purchase to ensure the assets are properly tagged and entered into the asset management system.
• Strong understanding of Configuration Management from a business process and technical perspective. Work with process owners for Asset Management, Purchasing, and Configuration Management (CMDB) to understand current processes and procedures and provide solutions using ITSM.
• Developer for Release Management application includes: designed and built the entire ServiceNow Release Management suite. Configured products, features, release, tasks, scrum integration, approvals, workflow and phases.
• Define the release management processes, roles and responsibilities, and gather the business requirements.
• Developer for ServiceNow Software Management application includes install/create/modify: software models, entitlements, enterprise and subscription licenses, service licenses, unallocated licenses, software installations, software usages, software counters for software license reconciliation, license calculations, custom license types, software contracts, software discovery models, processor mappings; upgrade and downgrade licenses; approve a model; automatic matching to an existing model; merging software licenses; creating and managing software suites, refreshing processor definitions, license compliance checker, finding software on the network, scanning software installation with the System Scheduler.
• Creating and managing policies, standards, and internal control procedures that are cross-mapped to external regulations and best practices
• Importing Authority form external standards provider

Confidential, Charlotte, NC

ServiceNow Developer

Responsibilities:

• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.
• Developed operational requirements documentation and train operational staff to maintain solution
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within ServiceNow such as our users, service catalog items.
• Worked with client and management to resolve issues and validate programming requirements within their areas of responsibility.
• Provides technical advice on complex programming.
• Worked on current version of ServiceNow (Helsinki) and migrated to next version (Istanbul)
• Created Custom IAM user policy for different users as per the business requirements. Setting up databases in AWS using S3 bucket and configuring instance backups to S3 bucket.
• Automated the build and deploy process so that entire infrastructure can be maintained from anywhere.
• Deploying, managing, and operating scalable, highly available, and fault tolerant systems on AWS.
• Created Cloud Formation Templates (CFT) to launch the stacks.
• Involved in all product design reviews to verify that design meets quality standards and functional/technical requirements.
• Worked on JavaScript to create front-end components like forms, views and workflows.
• Worked on different scripts including JavaScript, Jelly and Ajax for Client Side and Server Side Scripting.
• Developed and implemented several applications in ServiceNow like Project Management, Contract Management, Incident, Change and Problem Management.

Confidential, Louisville, KY

ServiceNow Developer

Responsibilities:

• Based on the Release/Sprint plans prepared the project schedules for the team.
• Provided Domain separation solution for Dell Service Federal Customer ServiceNow instance and also guided team to load customer specific test data (groups, roles, company etc) in corresponding domains.
• Designed & implemented engagement management for several ServiceNow applications including Asset, CMDB, Procurement, Incident, Problem, Change, Request, SLA, Knowledge managements.
• Conducted Sprint release Pre-and Post-review meetings with project stakeholders.
• End of each sprint and Release Prepared Project implementation document and shared with customer to show them what we achieved in last sprint and sent detailed meeting notes to peers and customer on gaps/lessons learned/improvements expected/ Improvements achieved.

Confidential, Jacksonville, FL

ServiceNow Developer

Responsibilities:

• Involved in gathering business requirements and analyzing the project scope, for ServiceNow development and administration.
• Created Use Cases, Class Diagrams, Sequence Diagrams and Flowcharts for the Optimization Module using MS Visio. Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management and Email Notifications.
• Application Support for Incident Management, Problem Management and Service Catalog. Involved in developing workflows. Reviewed Business Rules and recommended solutions for implementation.
• Involved in design and development of ServiceNow forms and views. Developed Scripts to invoke existing Script Include. Used Glide Scripting to develop Business rules.
• Created several Client Scripts, UI policies, and UI Pages using JavaScript. Used Notifications to communicate to group of users. Developed Views, Approval and Assignment Rule Development.
• Development of SLA's for the organizations. Implementation of ACL's. Customized Service Catalog Management.
• Performed code migration using update sets. Used Web Services, Email Integration to integrate applications and data sources. Gathered requirements for Incident, Problem and Change Management applications in ServiceNow.
• Gathered business requirements from the customers, stakeholders, end-users.
• Involved in creation of BRDs, FRDs, Technical Design Documents based on the requirements. Involved in weekly scrum meetings. Worked on integrating ServiceNow with external SOAP and REST based web services.
• Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.

Confidential, Mountain View, CA

J2EE Developer

Responsibilities:

• Interact with the business team in UK for requirement gathering. Produce Functional Design Document and provide the proof of concept for major functionality requirements like auto printing insurance quotes in PDF form, merging PDFs etc. Set up the development environment in WebSphere Application Developer(WSAD).
• Create deploy and build scripts using ANT tool. Implement design patterns Business delegate, Adapter, Decorator.
• Develop interactive user interface using struts and tag libraries. Developed the helper classes used by most of the components in this application. Used AJAX to create interactive web pages.
• Strong knowledge of Object Oriented Analysis and Design, Software Design Patterns and Java coding principles
• Strong problem solving abilities and capable of articulating specific technical topics or assignments
• Demonstrates clarity of thinking to work through limited information and vague problem definitions

Confidential

J2EE Developer

Responsibilities:

• Implemented Struts MVC architecture by creating Model, View and Controller classes.
• Implemented Struts Validation framework to validate the customer data.
• Involved in designing Schema, stored procedures, primary/foreign key constraints in SQL Server database.
• Write SQL queries to interact with the database.
• Implemented a web service to interact with the database (iSeries and SQL Server) through TIBCO middleware using Apache Axis (SOAP over HTTP).
• Create an Entity bean to interact with TIBCO middleware.
• Interact with TIBCO team to map the TIBCO and java bean properties using XML and XSLT. Implement logging mechanism using STRUTS.
• Deploy application in JBOSS server using Ant scripts. Unit and integration testing.