SUMMARY

• Overall 8+ years of professional IT experience and 6+ years of experience in ServiceNow platform as both Developer and Administrator.
• Design and engineer solutions leveraging all appropriate components offered by Service Now to answer the needs for Business workflows, ticketing or other ITSM requirements.
• A Service Now Technology Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive noledge on Content Management System.
• Excellent expertise in developing and maintaining Service catalog items.
• Extensively worked with Dublin and Eureka releases of Service Now with strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions using the noledge in ITSM tool and ITIL processes.
• Demonstrated project management skills and experience working directly with customers and clients.
• Worked in configuring Service Now on Windows/UNIX platform with back end as Oracle 10g Database.
• Good experience in developing workflows and in customizing the applications inServiceNowusing HTML, CSS, JavaScript, AngularJS, Jelly, AJAX and DHTML.
• Worked on Discovery in order to re-locaCMDBte the device that were irregularly managed and found a solution in resolving the issues using the discovery tool for a better use.
• Experience in SaaS software configuration and development using Web Services and Simple Object Access Protocol, XML/RPC, and AJAX.
• Service Now discovery configuration to populate CMDB.
• Experience in implementing end-to- end Service Catalog.
• Experience in preparing Design document, Flow diagram, Class & Sequence diagrams for an application.
• Mid Server Process Configuration for Windows & Linux, Workflows, Configuration Management Database(CMDB).
• Good Knowledge of CMDB and IT Asset Management Services (ITAM)
• Well experience in software analysis, design, development of web centric, object oriented enterprise applications using Java/J2EE technologies.
• Well experienced in MVC architecture, Struts, JSF2, Spring MVC including Validations and business flow of applications.
• Development and design of Self Service Portal.
• Experience in working with Content Management System (CMS) and Self Service portal using AngularJs jQuery, Jelly Script and UI Macros.
• Customizations and configuration of Service watch, Dashboards
• Extensive noledge in database transactions management for database related changes by integrating JDBC, Hibernate with spring.
• Was involved in the design and development of Presentation Tier using JSP, HTML, DHTML, XHTML CSS and JavaScript and AJAX.
• Used application servers like WebLogic, WebSphere, JBoss and Tomcat servers based on the client requirements and project specifications.
• Expertise in implementing Spring framework for Dependency Injection, support for the Data Access Object (DAO) pattern and integration with Hibernate as well as Struts.
• Expertise in using IDE like Eclipse and NetBeans for debugging and coding standards.
• 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. Authorized to work in the US for any employer.
• Well versed in reaching project goals using agile methodologies like Scrum.
• Good Communication and Technical Document Writing skills.

TECHNICAL SKILLS

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

IDE’s: SVN IDE, Force.com IDE

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

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

Web/J2EE Tech: Servlets, JSP, JDBC, Java beans, JNDI, HTML, AJAX, DOJO, JavaScript, CSS, XML, EJB, Hibernate, Web services, JSR 168/286

Tools: Log4j, JUnit, Apache Ant

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

ITSM: ServiceNow

PROFESSIONAL EXPERIENCE:

Confidential, Memphis, TN

ServiceNow Developer/Admin

Responsibilities:

• Involved in the technical architecture and created the detail design.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Develop and manage application code, user interface, and third-party integration components
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Developed Content Management System (CMS) solutions on ServiceNow.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Performs migration activities (Dev to QA, QA to Prod)
• Created database mapping documents to map Service-now tables with external data warehousing applications.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.
• Used data sources to migrate data from excel sheets to ServiceNow through transform Maps.
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables.
• Worked on End to End implementation of Discovery. Developed the administrative UI using Angular.js, JSON.
• Contributed to the Development of very large Automation Catalog implemented in ServviceNow using Orchestration workflows and HPE Operations Orchestration integration for more complex flows.
• Design and development of GUI framework which receives messages from lower layers.
• Deployed Servicenow MID Servers and developed Powershell scripts to build ServiceNow Orchestration activities.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Customized and created widgets on the form as per the requirements and redirected Service Portal to end user.
• Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Portal creation using Content Management System(CMS).
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Expereince in working with Content Management System ( CMS ) and Self-Service portal using AngularJS, JQuery, Jelly Script and UI Macros.

Environment: ServiceNow, ITIL, ITSM, HTML, XML, JavaScript, LDAP, JIRA, VPN, SSO,SMTP, POP3 Eureka, Helsinki, REST API, SOAP, SLA,MID Server, Service watch, Anjular JS,e-Directory,Airwatch and CMDB.

Confidential, Tallahassee, FL

ServiceNow Developer/Admin

Responsibilities:

• Worked on End to End implementation of Discovery.
• Maintained the Configuration Items and modified the forms and form Sections.
• Worked on Configuring the IP Addresses to halp find out the un discovered CI's into CMDB.
• Integrated Service-Now With a third party to store all the credentials to avoid breaching up of credentials.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Customized Helsinki Service Portal and powered them using Anjular JS and Jelly Scripting.
• Development and design of Self Service Portal.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Created different transform maps to import data into ServiceNow.
• Created transform maps with both automatic fiels mapping and scripting.
• Involved in Designing, Development and Implementation of Content Management System (CMS ) website.
• Built Web pages that are more user-interactive using JQuery plugins for Drag and Drop, Auto Complete, JSON, Angular JS, JavaScript, Bootstrap.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Created Dash boards on requirement.
• Reported inconsistency of form fields and maintenance of CMDB CI's.
• Gave suggestions to how the data needs to be moved from one Instance to the other using Update sets.

Environment: Service Now Eureka/Dublin,Bootstrap,Windows 11, XML, HTM,AnjularJS,SMTP, SAML 2.0, POP3,e-Directory Oracle 11g, REST API, Toad, SQL*Plus, SQL*Loader and UNIX.

Confidential, Phoenix, AZ

ServiceNow Developer/Admin

Responsibilities:

• Worked on end to end implementation of CTI Integrations, Supported the team with the work flow of the integrations.
• Implementation, Customization and Configuration of different Service Manager Modules like Change,Request, ESS, Service Desk, Incident, Service Catalog, Problem and SLM.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Strong noledge of the server side scripting Business rules and Script Includes.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Worked on Import sets to transform data and transform maps.
• Involved in running the dailt and weekly jobs to push the data into the application using Import sets and Transform maps.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Currently working to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: ServiceNow,Java Script, JSON, jQuery, Prototype, Webservices, SMTP, POP3,SOAP, SQL, XML, HTML, REST API, iFrames, AJAX, Shell scripting, Log4j, Integrations, Anjular JS,Cloud services, ITIL, SCRUM

Confidential, Denver, Colorado

ServiceNow Developer/Admin

Responsibilities:

• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Strong noledge of the server side scripting Business rules and Script Includes.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• 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.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Currently working to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: ServiceNow, JavaScript, HTML, Web services, SMTP, POP3,SOAP, SQL, SAML 1.1, XML, IFrames, AJAX, Shell scripting, Log4j, Integrations, e-Directory,Cloud services, ITIL, SCRUM.

Confidential, Dallas, TX

ServiceNow Developer

Responsibilities:

• 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.
• Developed and configured ServiceNow Platform.
• Development of Business Rules, Client Scripts, UI Actions, Record Producers for Tracking of tickets.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Involved in testing Service Now form and repors for correct mapping of the objects and data correctness.
• Experience in configuring the SLAs for various ITIL processes as per client requirements.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Worked on complete life cycle to implement ServiceNow.
• Worked with database backup, restore, and disaster recovery operations using RMAN.
• Worked in configuring and implementing Oracle Data Guard solutions for Live Systems.
• Defined user roles, groups and Configured LDAP integration and scheduled a nightly LDAP refresh.
• Developed Incident management. Using of WSDL for Soap messages, Perl attachments, Homepages, Portals, PDFs creator, emails, catalogs, modules and applications.
• Customized UI Appearance for Problem and Change Management Application.
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Database Administrator activities such as Upgrades, Patches, TAR Support, Performance Tuning, capacity planning, script development and documentation.
• Planned and implemented high availability solutions using Oracle 10g RAC, Standby Database using Oracle Data Guard.

Environment: ServiceNow, Java Script, JSON, jQuery, SMTP, POP3,Prototype, Webservices, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential

Salesforce Developer/Administrator

Responsibilities:

• Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization.
• Implemented the requirements on Salesforce.com platform and Force.com IDE.
• Worked with various salesforce.com objects like Accounts, Contacts, Opportunities, Cases, Activities, Knowledge, Reports and Dashboards.
• Developed various Custom Objects, Tabs, Components, VisualForce Pages and Controllers.
• Developed and customized console view.
• Developed Custom Objects, Custom Reports and configured the Analytic Snapshots to dump the data on regular basis for the sales performance and lead generation statistics.
• Created and deployed Several Reports using salesforce.com platform.
• Developed Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application.
• Developed workflows, assignment rules, escalation rules, case teams, support settings, custom settings and other inbuilt functionality.
• Created and used Email templates in HTML and Visual force.
• Integrated the web services by generating the necessary stubs from the WSDL files for external applications and also integrated with multiple other systems to Sales force.
• Performed the roles of Salesforce.com Analyst/ Developer and Administrator in the organization.
• Used the sandbox for testing and migrated the code to the deployment instance after testing.
• Interacted with the Salesforce.com premium tech support team on a regular basis.

Environment: Saleforce.com, Apex Language, Visual Force (Pages, Component & Controllers), Pages, Data Loader, HTML, Java Script, Change sets, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading.

Confidential

Java Developer

Responsibilities:

• Involved in various phases like design and development using Rational Unified Process.
• Used Rational Rose for the Use Case Diagrams, Class Diagrams and Sequence Diagrams to represent the detailed design phase.
• Developed a web-based reporting for Credit Monitoring System with HTML, JSTL 1.2, Custom tags.
• Developed user interface on Jakarta Struts 1.1 Framework using JSP 2.0 and HTML.
• Used Java/J2EE Design patterns like Business Delegate, Session Facade, Data Transfer Object (DTO) and Service Locator in the project extensively, which facilitates clean distribution of roles and responsibilities across various layers of processing.
• Developed Struts Action Class which route submittals via Business Delegate to Business appropriate components and render retrieved information.
• Used Web services for transmission of large blocks of XML data using SOAP.
• Used XML and SOAP with SAX parser to transfer data between applications.
• Used SQL stored procedures with JDBC API for storing, updating user request.
• Participated in database design using Oracle10g.
• Used Web-sphere Application Server 5.0 for deploying various components of application.
• Used WebSphere Application Development 5.1.2 for developing the application.

Environment: J2EE 1.3 specification, IBM WAS 5.0, WSAD 5.1.2, Spring 2.0.6, Struts 1.1, Hibernate 2.0, Rational Rose, XML, SOAP, SAX, JSP 1.2, EJB 2.0, JSTL 1.2, IBM MQ Series 5.1, HTML, JDBC, JavaScript, Servlets 2.3, CVS 2.0, Oracle9i, UNIX.