SUMMARY:

• A Qualified IT Professional with 7 years of experience with more than 5 years of experience as a ServiceNow developer/administrator in Designing, Configuring, Administering, Scripting, Customization, Deployment and Integration of the ServiceNow ITSM platform, Performance Analytics.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Hands on experience in Jakarta, Istanbul, Helsinki, Geneva.
• Experience in Installation and Configuration of different modules of ServiceNow.
• In - depth knowledge of the technical implementation of Change Management, Demand Management, Release Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Extensive experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Worked on upgrade from Fuji to Helsinki, owing to flexible enhancements by Helsinki.
• Experience in working with Content Management System (CMS) using Jelly Script and UI Macros.
• Experience in working with Workflows, Import Sets, and Update Sets.
• Working experience with relational databases like Oracle, MS SQL Server, My SQL. Strong experience in Javascript.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Proven experience on Incident, Problem, Change, Service Catalog requests, Reports and Web Service Integration along with MID Server.
• Experience in ITIL, ITSM V3 processes, Web services, Business Rules, Client Scripts, Workflows, Web Protocols, and Service Catalogs in ServiceNow.
• Experience in migrating between various environments in ServiceNow using Update Sets.
• Experience on creating, monitoring, modifying, and publishing service catalog workflows with approvals.

TECHNICAL SKILLS:

ITIL Tools: ITSM, ITOM, ServiceNow, Business Management, Service Portal, Service Desk, Request Management, Change Management 7.6.4, Configuration Management.

Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL, COBOL, XML, PHP, HTML, CSS, AJAXLanguages JavaScript, Jelly Script, JQuery, Angular JS

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

Databases: Oracle 10g, MySQL, SQL, DB2

Database Tools: TOAD, SQL Developer

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

Platform: Windows, Linux and UNIX

IDE: Eclipse, Net Beans, TOAD

Tools and Packages: Rational Rose, Maven, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE:

Confidential, North Carolina

ServiceNow Developer/Admin

Responsibilities:

• Experience in Implementation of Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow. Has also been part of end user self-service portal management.
• Created custom widgets, pages, themes, search sources, CSS stylesheets, angular providers etc.
• Involved in Self-service portal designing, development of Home Page, Place Order for Service Catalog, Knowledge base, creating a service tickets, Alerting users on Outages.
• Worked on Angular JS for widget development to interact with server side, client side, HTML template and link function. HTML, CSS, bootstrap components were used extensively in the widgets.
• Performed code migration using Update Sets and ability to handle incidents within SLA terms.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs. Designed and implemented new functionalities.
• Involved in Post-upgrade tasks such as, determining the new functionalities, working on the client scripts, UI policies and business rules.
• Worked on Report, CMDB Health Metrics as per the requirements from management. Created Data Certifications to Service owners in the process of CMDB clean-up,
• Worked extensively on LDAP integrations for obtaining users and groups.
• Used Web Services, Email Integration to integrate applications and data sources.
• Involved in running the jobs to push the data into the application using Import Sets and Transform Maps. Generated weekly reports and metrics for IT Management.

Environment: ITIL, Scrums, JavaScript, HTML, CSS, DISCOVERY, Business Rules, ATF, Service Catalogs, Self-Service Portal, Integrations, Workflows, ACLs.

Confidential, Texas

ServiceNow Developer/ADMIN

Responsibilities:

• Created new Business Rules/Script Includes/Client Catalog script/Client Script.
• Involved in Instance upgrade Geneva to Istanbul. Planned the required steps and followed the required protocols to achieve successful upgrade of instances.
• Was responsible to work on the test scripts before the upgrade, performance of the instance. Was also responsible to setup the Automated Test Framework after upgrade to Istanbul.
• Involved in create and run (ATF) automated tests on ourServiceNowinstance, to confirm that the instance still works as designed.
• Involved in Post-upgrade tasks such as, determining the new functionalities, working on the client scripts, UI policies and business rules.
• Monitored and performedServiceNowadmin activities after upgrade which involves homepages, user and group administration, form and list views, banner changes, reporting, dashboards.
• Intensively worked designing and customization of the Project portfolio suite (PPS), Timesheets, DemandManagement, Financial Management.
• Experience in designing and developing the standard process of Change Management and creating the complex workflows.
• Involved in cloning activities like raising the request for cloning and worked on exclude tables, post-clone activities.
• Experience with Access Control Lists (ACLs) and SLAs for various ITIL processes as per the requirements.
• Expertise in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Experience in working with UI Actions, UI Policies, and UI Macros in ServiceNow.
• Worked on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.

Environment: ITIL, Scrums, JavaScript, HTML, CSS, Business Rules, ATF, Service Catalogs, Workflows, Transformation maps and Access Controls Lists.

Confidential, NC

ServiceNow Developer/Admin

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various ServiceNow modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Used Web applications CSS, JavaScript and jQuery.
• Involved in cloning activities like raising the request for cloning and also created exclude tables.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation
• Worked on PPM projectmanagementanddemandmanagement.
• Worked on customization and configuration ofServiceWatch, Dashboards.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Involve in design, development, administration and deployment of ServiceNow.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client-side changes.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes to invoke them in reference qualifiers or variable scripting.
• Experience in developing the service portals where customers can edit users and manage users.
• Deep understanding of the application development lifecycle process, including requirement analysis, quality assurance, design, scheduling, implementation, issue tracking, version control and deployment
• Ready to use and reusable components fully integrate with the ServiceNow platform.
• Consolidated development with widget templates, styles, scripts, and previews all managed in a single page.
• Experience with Enterprise Management tools (such as IBM Tivoli, BMC, CA) and IT Service Management tools such as ServiceNow, BMC Remedy.
• Expert level knowledge in ServiceNow scripting and Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP/S, etc.)
• Quick creation of robust portals, dashboards and applications with no platform code dependencies.
• Simple drag-n-drop designer makes both technical and non-technical users more productive with less code.
• Strong knowledge of SDLC Methodologies such as Waterfall, Agile, Scrum etc.,

Environment: ServiceNow, Java Script, Ajax, XML, Web Services, Glide Script SOAP, and Encryption.

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Involved in ServiceNow Development, Customization and Administration.
• Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management, Email Notifications.
• Application Support for Incident Management, Problem Management, Service Catalog.
• Involved in developing complex and standard workflows.
• Reviewed Business Rules and recommended solutions for implementation.
• Design and development of ServiceNow forms and views. Developed Scripts to invoke existing Scripts.
• Developed Import Sets to import data from different Sources.
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Involved in developing Transform Scripts to trigger events during import process.
• Worked with HTML5, CSS3, JSON, JavaScript, JQuery, UI andAngularJS for developing user interface.
• Customization of Incident Management, Change Management Applications.
• Creation of Email Notifications and Inbound Actions. Customizations Migration between Instances using Update Set.
• As per the best practices of ServiceNow, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs etc.
• 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.
• Developed and maintained APIs and data integration processes between ServiceNowand other services.

Environment: ServiceNow/ Fuji, HTML 5, CSS, JavaScript, Glide Script.

Confidential

Java Developer

Responsibilites:

• Involved in developing Web Services (SOAP) to support internal and external requests.
• Performed Unit and system testing of application code as well as execution of implementation activities.
• Performed Identification, documentation and estimation of technical tasks of varying sizes and levels of complexity of the project.
• Implemented modals with different animations as per business requirement usingAngularUIBootstrap
• Worked with other internal IT teams to complete project activities (Architecture and Database teams).
• Created highly dynamic user interactive web application with extensive use ofAngularJS.
• Involved in different phases of SDLC and used LINUX/UNIX.
• Implemented Graphical User Interface design and worked on HTML, DHTML, XML, XSL and CSS.
• Worked on database tools TOAD, SQL-Developer.
• Developed the application code using Java, J2EE and Struts.
• Participated and provided feedback in code analysis and reviews.
• Participated in department wide initiatives to address long term business, technical, and performance goals.
• Used Oracle stored procedures, triggers, functions and packages.
• Worked on HTML, CSS, JavaScript, Java, Spring MVC and WebSphere M.
• Tested the application using Use cases and used Use cases for identify and clarify requirement and also agile methods for building the software.

Environment: Java, J2EE, Struts 1.4, Spring MVC, Eclipse, SQL Server 2008, SQL, PL/SQL, WebSphere 6.1, Bootstrap, HTML.