PROFESSIONAL SUMMARY:

• About 7+ years of experience in IT Industry with over 3 years of experience in ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now). Experience in Service Management and Service Delivery Process. (ITIL Frame Work).
• Pleasant experience in developing workflows and in customizing the applications in ServiceNow using Java script, AJAX, HTML and DHTML.
• Extensive experience on technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management
• Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
• Involved in configuring the Business Rules, Client Scripts, UI Policies, Access Lists, UI Actions in ServiceNow.
• Created and moved update sets to different ServiceNow instances.
• Hands on Discovery tool to load configuration information on to CMDB (Configuration Management) in ServiceNow.
• Involved in customizing the form design and layout for Incident, Problem and Change Management.
• Involved in setting up the SLAs as per the requirements.
• Extensive experience of integrating ServiceNow with 3rd party tools and implantation of SOAP and REST API.
• Configured SAML 2.0 Single Sign-on authentication, OKTA Single Sign-on authentication.
• Created Buttons and context menus both on form and lists using UI actions.
• Designed Email Templates and used them in notifications.
• Wrote Script Includes and invoked them in business rules and client scripts.
• Configured Order Glide for Employee onboarding process.
• Configured LDAP Server, for pulling user and group data from Active Directory.
• Worked on Agile methodologies where requirements, design, testing, deployment needs to be done as early as possible.
• Created Catalog Requests and record producers.
• Created Inbound Email Integration.
• Created ACL’s for tables/forms/modules and managed user/group roles.
• Involved in requirement gathering sessions with the client and created the specification documents (technical and functional) as per the requirements.
• Prepared documentation for requirements, design, installation, unit testing and system integration of ServiceNow.
• Participated in daily scrum and weekly retrospect calls.

TECHNICAL SKILLS:

ServiceNow Modules: Incident Management, Problem Management, Change Management, CMDB, Asset Management, Project Portfolio Suite, Knowledge Management, Service Catalog

Programming Languages: C, C++, Java, SQL, PL/SQL

Web Technologies: HTML, JavaScript, Glide script, CSS, XML

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases/ETL: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer, Informatic

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

Web Services: SOAP, REST

PROFESSIONAL EXPERIENCE:

Confidential, Arlington Heights, IL

ServiceNow Developer/Admin

Responsibilities:

• Designing, configuring and customizing new applications and modules.
• Configuration of Email Notification and Alerts to notify users about specific activities in the application.
• Worked on Incident management, Problem management, Change management and Configuration management.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the application as per Business needs.
• Involved in creating Import sets to transfer data and transform maps.
• Created and modified Update sets to transfer data from one service now instance to another instance.
• Configuration of Email Notification to alert users on Service Now activities.
• Create new Service Catalog requests and items with variables.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Developed User Interface for Service Catalog Requests.
• Build reports, gauges and homepages.
• Worked on Discovery, Setup Mid Servers and checked the connectivity
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the Service-Now and report related issues.
• Worked in production support for all the Service now related issues.
• Create, monitor, modify, and publish Service Catalog workflows with approvals.
• Create and use update sets to move customizations between systems.
• Search, create, and customize the knowledge base.
• Involved in LDAP integration with ServiceNow for obtaining users and groups

Confidential, Erlanger, KY

ServiceNow Developer/Admin

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured UI Page and UI Macro using the Jelly and JavaScript.
• Managed end user portal and created dynamic, static block for the content management system.
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow). Configured multilevel approval workflow for the change request.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Managing ServiceNow (Change Management) ITILAutomate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Did performance tuning of the ServiceNow and also worked on System Diagnosis.
• Integrated Microsoft Translator with ServiceNow for translating the different string.

Confidential, Madison, WI

ServiceNow/Report Developer

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Designed, developed, and maintained the report portal which provides user access to scheduled reports and report parameters.
• Provided user training, guidance and instructions for information retrieval from Oracle databases.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the Service-Now and report related issues.
• Involved in basic SOAP message creation and Web service implementation.
• Implemented Social IT and Chat Application for the end user support.

Confidential

SQL Developer

Responsibilities:

• Involved in complete Software Development Life Cycle (SDLC).
• Experienced in writing complex SQL Queries, Stored Procedures, Triggers, Views, Cursors, Joins, Constraints, DDL, DML and User Defined Functions to implement the business logic and created clustered and non-clustered indexes.
• Involved in Normalization and De-Normalization of existing tables for faster query retrieval.
• Involved in upgrading from SQL Server 2000 to SQL Server 2005.
• Configured the loading of data into slowly changing dimensions using slowly Changing Dimension Wizard. Also, implemented checksum SCD method to load the data into date warehouse.
• Involved in building Data Marts and multi-dimensional models like Star Schema and Snowflake schema.
• Calculated measures and dimension members using multi-dimensional expression (MDX).
• Understanding the OLAP processing for changing and maintaining the Warehousing, Optimizing Dimensions, Hierarchies and adding the Aggregations to the Cube.
• Involved in creating report models and applying row level security filters for report model.
• Managed and created and altered Databases, Tables, Views, Indexes, and Constraints with business rules usingT-SQL.
• Created complex Stored Procedures, Triggers and User Defined Functions to support the front-end application
• Performing SDLC support services, Duties include new account development, customer management, stakeholder identification, requirements analysis, product planning and scheduling, design, development and support, managing projects and client expectations

Environment: SQL Server 2005/2008R2, SQL Server Business Intelligence Development Studio (SSIS, SSRS), MS Office 2007.