PROFESSIONAL SUMMARY:

• Having experience of around 6+ years in the field of Service - Now in Development, Maintenance and Administration.
• Experience in Installation and Configuration of different modules of Service now.
• Hands on experience in IT services of Service-Now tool like Incident and Problem Management, Change Management, Configuration Management, Service Catalog Requests, Knowledge Management, Reporting and Integration with Web Services.
• Expertise in implementing Service Catalog, Incident Management, Configuration Management, Change Management, Workflows and Release Management.
• Designed and Implemented service requests through service catalog in service now.
• Flexible in developing Service Catalog items and handling UI Scripts.
• Created many Catalog items and the workflows used by them.
• Worked on Dublin, Eureka, Fuji and Geneva, Helsinki, Istanbul, Jakarta versions.
• Hands on experience in creating the custom Applications, Modules in Service Now.
• Extensive experience on Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts.
• Providing daily support of Service Management Platform (Service Now), including Scripting, Configuration, Customization, Integrations, Administration Service Now processes (User management/Group management), Functions, Service Catalog and Workflow.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Created Users, Groups and managing the user access to ITSM modules
• Integrated Service Now with LDAP for user population and configuration of Single Sign-on (SS0).
• Integrating Service Now application with External applications using web services (SOAP) and data imports using import set.
• Worked in the Front-end development using technologies like HTML, jQuery, CSS, and JavaScript.
• Service Now - Web service integration with third party application
• Experience in generating reports and scheduling the reports as per the client requirement.
• Experience on working with Script Includes and Scripted Web Services
• Wrote complex Access Control records to control access to sensitive data.
• Managed data with Tables, Import Sets, and Update Sets.
• Prepared and maintained process and system-based documentation.
• Implemented UAT activities in coordination with business units.
• Created catalog items, workflows, inbound emails actions and update sets for service requests.
• Assisted in Release Management during product and patch releases and managed documents and verified the changes
• Experience of Remedy Mid-tier system and Web Services.
• Proven team player and team builder.
• Excellent verbal, written and interpersonal communication skills.
• Proven experience as a key technical resource leading the development of solutions in client environments.
• Good knowledge of Grunt, GITS, HTTP and Restful services.
• Excellent organizational, interpersonal, written and verbal communication skills also strong team player ability to work independently and in a team as well, ability to adapt to rapidly changing environment, commitment towards learning.

TECHNICAL SKILLS:

ITIL: ITSM, Service Now, JavaScript, HTML, CSS.

Programming Languages: C, C++, Java, SQL, PL/SQL, Hive QL.

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC Servlets, JSP, JSTL, Ajax, EJB.

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML, AngularJS, Bootstrap.

Databases: Oracle 10g, MySQL.

Database Tools: SQL Client, TOAD, SQL Developer.

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

IDE: Eclipse, Net Beans, TOAD.

Version Control Tools: Business Intelligence Tools

CVS, SVN.: Business Objects 6.5.1/XI R2/XI R3, Web Intelligence 2/2.5/2.6/2.7 , Crystal X Celsius, Crystal Reports

WORK EXPERIENCE:

ServiceNow Developer / Integration Developer

Confidential, OH

Responsibilities:

• Created Applications, Modules, Tables, Columns as per the requirement specifications in ServiceNow.
• Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
• Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.
• Worked with reporting in configuring Service Level 'Agreements (SLA).
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
• Involve in migration between various environments in Service Now using update sets and import sets.
• Created Workflows, Sub flows and Tables on both Fuji and Eureka. Managed inbound and outbound notifications in Fuji and Eureka.
• Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance.
• Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Involved in cloning between various environments in ServiceNow.
• Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.
• Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Designing Technical Specs pre-development and updated post Development. Developed the business logic based on the requirement.
• Involved in upgrading version of ServiceNow from Fuji to Geneva with focus on Service Catalog and have knowledge with patches for same version.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Worked on Glide AJAX and Glide Records for scripting and UI actions.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Worked on scheduling the report generation in ServiceNow as per the requirements.

Environment: SERVICE NOW (Dublin, Fuji, Helsinki), JavaScript, Java, Html, CSS, Glide Script, Web Services

ServiceNow Developer/Administrator

Confidential, NJ

Responsibilities:

• Facilitating rollout of new applications and modules.
• Worked on upgrade from Fuji to Helsinki, owing to flexible enhancements by Helsinki.
• Provided analysis, design and development of Service-Now ticketing and incident management systems to support the company's technical operations.
• Provided Service Now configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third-party software integrations.
• Experience on integration methodologies and development as well as building integration to external systems, currently using as MID Server and Web Service.
• Worked on designing, configuring and customizing new applications and modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration and Reporting.
• Development of Service catalog - catalog items, designing work flows and execution plans.
• Developed many Service Catalog items based on the requirement provided by the stakeholders.
• Co-ordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Creating the UI pages to use them in catalog items using the UI Scripts.
• Assisting less experienced staff in user specifications, coding, testing and debugging.
• Performing core configuration tasks including system policies, business rules and client scripts.
• Managing data with tables, CMDB, import sets and update sets.
• Creating workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Maintaining configuration Items, modification of forms and form Sections.
• Involved in System Integration with Service Now using REST and SOAP API.
• Managing service requests, incidents and problems on the support team.
• Involved in Cloning and Migrations.
• Wrote Custom Reports, scripts to integrate with 3rd party software.
• Experience on testing updates in QA environment.
• Created Update sets to move customizations between different systems.
• Created full documentation for Service-Now applications.
• Provided training and support to all Service-Now users.

Environment: SERVICE NOW (Eureka, Dublin, FUJI, Helsinki), Java Script, HTML, CMDB, CSS, Jelly etc

ServiceNow Consultant

Confidential, TAMPA, FL

Responsibilities:

• Working with client and functional requirements within Service Now.
• 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 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.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• 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 Active Directory to Service now using data sources.
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting.
• Also worked on Asset Management and loaded the data into it.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Development of SLA for the organizations.
• Implementation of ACL.
• Customized Service Catalog Management.
• Involved in creating and updating Access Control List (ACL) rules to control what data users can access and how they can access.

Environment: Service now, Incident management, Change Management, Problem Management, HTML, Java Script, CMDB, CMS HTML, CSS, Java Script, Jelly, and Glide.

ServiceNow Administrator

Confidential

Responsibilities:

• 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, System and Upgrade logs).
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements.
• Team Progress Tracking.
• Incident Management and Problem Management activities.
• Reviewing SLA performance and recommend corrective action.
• To follow up on escalations and issues with clients and management.
• Prepare Outage reports.
• Performing and communicating Daily health checks to Management across Clients
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements.
• Worked as an Architect to in corporate the requirements in the Service Now tool in an optimal way.
• Coordinated with various stake holders and offshore team on day to day issues.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Service Now with other systems and customization.
• Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Developed 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.
• Educating end users on the usage of service now applications like incidents, problems and service catalogs.

Environment: CMDB, Service Now, CSS, Java Script, HTML, SOAP, JSON, XML, Agile, AJAX, Shell scripting, Integrations, ITIL, Web services.

JAVA web application developer

Confidential

Responsibilities:

• Actively involved in analyzing and collecting user requirements.
• Wrote Specification for the development. Wrote JSPs, Servlets and deployed them on Tomcat application server.
• Involved in writing PL/SQL Stored procedures, views for backend database access. Used JavaScript and HTML for UI, servlets as front controllers.
• Developed Java Script for client-side validations. Expertise in Object Oriented Design using UML-Rational Rose.
• Extensively involved in design discussions and used experience sessions to provide inputs on the layout UX.
• Worked on DOM manipulation using JavaScript, jQuery, D3.js. Developed client-side validation code using JavaScript.
• Involved in troubleshooting of Front End issues with the div base layout.
• Fixed the HTML errors in site core content editor. Validated the code in HTML 4.01 and HTML5.
• Performed GET and POST requests in Ajax of XML, JSON using JavaScript, jQuery.
• Involved in fixing Front End issues with the layouts.
• Improved user experience by designing and creating web components and features. Involved in Server side and Client-side programming.
• Wrote SQL stored procedures and used JDBC to connect to database.
• Developed data layer using JDBC. Created a user interface with HTML and JSP.
• Involved in developing various servlets. Validated the application on testing environment.
• Used DB2 as the database and wrote SQL & PL-SQL.

Environment: Tools: Java, JSP, HTML, Servlets, Java Script, AngularJS, DB2, SQL, PL-SQL, JDBC, UML, Apache Tomcat.