PROFESSIONAL SUMMARY:

• Over 8+ years of professional IT experience and 4+ years of experience in Service - Now platform/ Remedy as both Developer and Administrator.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Developed solutions using JavaScript, Ajax, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/external systems and tools.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management.
• Extensive knowledge of Remedy workflow such as Request Forms, Active Links, Filters, Active Link and Filter Guides and Escalations.
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Contribute technical expertise for projects to upgrade/replace any of the systems included in the Mobility Environment or new/upcoming mobile technologies.
• Maintains knowledge of current and emerging mobility trends (specifically with mobile devices) in the industry.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Extensively Implemented Service Now process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Responsible for the creation of MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.
• Experience in designing, developing, customizing and administering ITSM suite of applications.
• Expertise in configuring different modules of Service-Now.
• Ability to map data between Atrium CMDB and different data sources using BMC Atrium Integrator
• Experience on data modeling and loading into CMDB
• Knowledge Management/Document Management which contains SOPs for Incident Identification, Resolution, and Escalation Contacts etc. are maintained with 100% availability of the documents upon regular audits.
• Good communication, analytical, leadership and project management skills.

TECHNICAL SKILLS PROFILE:

ITSM TOOLS: ITSM Suite, HP Service Manager, HP Asser Manager, BMC Remedy, Service Now

LANGUAGES: JavaScript, HTML, Jelly, SQL, Java, J2EE, XML, C, C++

OPERATING SYSTEMS: LINUX, UNIX, Windows XP, WINDOWS 7, Windows 8

WEB TECHNOLOGIES: ASPX,JDK 1.4, HTML, XML, DHTML, MSXML

J2EE TECHNOLOGIES: Servlets, JSP, JDBC, RMI, JMS, JTA, JNDI, JMX, EJB, Applets

DATABASES: Oracle 10g, SQL Server 2005, My SQL

PROFESSIONAL EXPERIENCE:

Confidential, CA

Sr ServiceNow Developer

Responsibilities:

• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope.
• 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.
• Customization of ServiceNow Application using UI Policy, UI Action, Client Scripts, Business rules, Service Catalog creation and Workflow configuration.
• • Custom application build in Service Now using Forms, UI Policy, UI Action, Business Rules, Client scripts and workflows.
• Worked in CMDB, Asset Management and Configuration item relationships.
• Prepare and gather user requirements, provide system in-depth analysis and design recommendations for ServiceNow implementation for ITSM modules across the enterprise.
• Team Progress Tracking.
• Configuring Integration Web Services with using REST Web Service.
• Integrating Service Now application with External applications using web services (SOAP) and data imports using import set.
• Incident Management and Problem Management activities.
• Implemented Service Catalog, CMS, MID Server, Integrations with LDAP and other applications external to ServiceNow.
• Created own UI pages using Jelly script.
• Implemented and matured ITSM/CMDB for single source discovery/CRM/ SCCM/ADDM/Blade logic for.
• Architected and deployed the global SCCM 2012 infrastructure for ServiceNow
• Maintained SCCM 2007 infrastructure of one primary site and five secondary sites at Confidential .
• Configured multiple forms for Asset module using Configuration Management Database.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Experience on CI reconciliation to relate all available CI's.
• Configured SLA implementation in Incident and service Catalog management based on user defined parameters.
• Worked on order guides for Service catalog, to arrange them in sequential order to make the user comfortable while raising a request.
• Developed Service catalog by creating new catalog items, designing workflows with multi level approvals

Environment: Service Now Eureka/Fuji, JavaScript, jelly,XML, HTML, Windows 10, AJAX.

Confidential, TX

ServiceNow Developer

Responsibilities:

• ServiceNow implementation and Data Integration.
• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Involved in various ServiceNow customizations as per client's requirement.
• Collect, review, analyze, CMDB data and provide best practice documents and deliverable of recommendations to improve CMDB management.
• Integrate manually collected CI information into the CMDB and identify relationships between CIs to create an accurate Business Service Map.
• Worked on LDAP integrations.
• Worked on REST API as a third party application for Integration.
• Customized the functionality of the ServiceNow Discovery tool to meet the company outlined requirements.
• Responsible for Microsoft and Apple security patching of enterprise-wide client computers and servers via SCCM 2007 and JAMF Casper Suite.
• Configuring Integration Web Services with using REST Web Service.
• Create individual Assets, such as hardware, consumables, and software licenses. Create Asset models. Models are specific versions or various configurations of an Asset.
• Designed and built a secure backend network using IPsec for communications among various servers making up the SaaS solution.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Configuration, Service Catalog, CMDB in Service Now.

Environment: Service Now Calgary/Dublin, Windows 8, XML, Oracle 11g, Toad, SQL*Plus.

Confidential, IL

ServiceNow Developer

Responsibilities:

• Configured Integration Web Services.
• Implemented ServiceNow Discovery to auto populate cmdb ci table.
• Performed mapping using ServiceNow Service Watch.
• Worked with the IT 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 with process owners and Business stakeholders to translate the Business.
• Worked on REST API as a third party application for Integration.
• Involved in implementing and maintaining the ServiceNow platform to meet the Business processes and support ITIL.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Worked on CMDB and Asset management to regulate and troubleshoot the servers.
• Troubleshooting of Instance performance was a major priority.
• Balanced the load of integration data via various kinds of API's for more than 100 applications throughout Omnicare.
• Worked on debugging numerous Scripts to validate fields.
• Created scripts for data source created from email inbound.
• Worked on Bulk manual termination of employees via scripted workflows.
• Wrote business rules which creates an event, or manually creates a request, requested items, and tasks to disprove access.

Environment: Service Now Aspen/Berlin, JavaScript, XML, HTML, Windows 7, CSS

Confidential

UI Developer

Responsibilities:

• Responsible for creating efficient design and developing User Interaction screens using HTML, CSS, JavaScript, JQuery, AJAX and JSON.
• Used JavaScript, JQuery for user interactions in pages.
• Worked on creating responsive website for smart devices using responsive design and media queries.
• Used JQuery AJAX for service calls on pages to interact with the server for information.
• Rapid prototyping of design concepts.
• Experience with JQuery.
• Utilized various JavaScript and JQuery libraries, AJAX for form validation and other interactive features.
• Involved in the development of programming user interface design and front-end (HTML) for the Web application using HTML, Java Script & CSS to the requirements of the client.
• Coordination of project activities and ensure that all project phases are followed and properly documented.
• Developed non-functional HTML, CSS pages from the mock ups and involved in UI review with UI architect and Business Units.
• Involved in developing and designing backend Java beans using OOPS.

Environment: JAVA, Servlets, EJB, JDBC, Hibernate, spring, JSP, Java Script, SVN and HTML, XML and SQL, CSS, JavaScript, JQuery, JSP, AJAX.

Confidential

UI Developer

Responsibilities:

• Used tr-ng-grid to create data grid/ table Using AngularJS and Bootstrap.
• Developed AngularJS functionality in the application to provide two-way binding to the system.
• Used customized services and directives in AngularJS to develop dynamic and responsive webpages.
• Deep understanding of JavaScript and the JQuery framework.
• Created and optimized graphic prototype websites and applications interfaces using HTML and CSS.
• Involved in write application level code to interact with APIs, Web Services using AJAX, JSON and XML.
• Developed Custom Tag Libraries for the use in web pages by using JSTL packages for the development of the Web Pages.
• Implemented and designed user interface for web based customer application.
• Developed data formatted web applications and deploy the script using client side scripting using JavaScript.

Environment: HTML, XHTML, CSS, AJAX, Angular JS, JSP, Servlets, XML, JDBC, MVC.