PROFESSIONAL SUMMARY:

• IT professional with 8+ years of experience including 5+ years of experience as a Service Now consultation in implementing designing and developing.
• Experienced in Implementing Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Expert in JavaScript, jQuery, prototype and Jelly scripting used inServiceNow.
• Experience installing, configuration and administration of CMDB.
• Experience in integrations tolls SCCM, CyberArk, Network Integrations, LDAP integrations.
• Expertise on creation of workflows for Service Catalog items in Service - Now.
• Experience in Design and Development of Distributed OOAD Based system using UML and Rational Rose.
• Experienced in HR Case Management, HR Tasks and creating record producers.
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management.
• Experience with Web Technology; such as: XML, HTML, JavaScript, Angular JS and Web Services.
• Experience developing custom, complex workflows and applications inServiceNow.
• Experience with integrations & interfaces betweenServiceNowand other systems
• Experience in handling large number of data import and data export in Service Now.
• Hands on experience in Configuring Email Notifications and Scripting Inbound Email activities.
• Experience in Generated JavaScript's to create Client Scripts, Catalog Client Scripts, UI scripts, UI Policies, Business Rules, Script Includes, UI Actions, Workflow scripts, Scheduled jobs.
• Good experience in web development and Object-Oriented programming using java, HTML, JavaScript AngularJS and CSS.
• Hands on experience developing CMS in Service Now.
• Knowledge in Business Services Configuration and Service Mapping.
• Experience in Service-Now Administration and Production support including maintenance of lower life cycle instances. Familiar with versions Eureka, Dublin, Berlin,Helsinki, Jakarta and Kingston.
• Experience on various IT Services of Service Now tool like Incident, Problem, Change, and Service Catalog requests, Service Portals, Report, Gauges and Web Service Integration Along with MID Server.
• Experience in Database Design, DML and SQL queries.
• Experience in working with Content Management System (CMS) and Self Service portal using AngularJs, jQuery, Jelly Script and UI Macros.
• Experience in writing SQL and PL/SQL programming with DB2, Oracle and MS-SQL, MySQL
• Experience in configuring and maintaining BMC Remedy Foundation Data, ITSM environment such asServiceNow-Siebel,ServiceNow- Web service integration with third party application, HP SM- MS exchange.
• Good experience in application development using Java/J2EE, JSP related toServiceNow implementations.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow, ITSM Suite, HP Service Manager

Operating System: Windows Client (7, Vista, XP - Pro, 2000, etc.), Windows Server (NT, 2000, 2003, 2008), Mac OS-X, UNIX - Linux, Solaris

Languages: Java, HTML, CSS, XML, SQL, C#, VB.NET, C, C++, Java Script

Application Servers: Web Logic Server, IBM Web Sphere and Java Web Server Hardware Networking

Web Technologies: HTML, JSTL, DHTML, JavaScript, CSS, XML, JSON.

Databases: DB2, SQL server, MS-Access, MySQL, Oracle

Software Methodologies: Waterfall, Agile, Scrum

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, Crystal Reports 10, Crystal Enterprise XI, Business Objects, Erwin, MS Office, MS Visio WINSQL

WORK EXPERIENCE:

Confidential, Collierville, TN

ServiceNow Consultant (Developer & Admin)

Responsibilities:

• Strategy Developer for the Confidential IT Asset Management and Discover (ServiceNow, Tanium).
• Responsible for CMDB 100% reliable, accurate data (IT Assets) inclusive of relationships between Apps to IT infrastructure.
• Participated in ServiceNow Instance Upgrade from Helsinki to Kingston.
• Working on Data Migration to Upgrade from Helsinki to Kingston.
• Working on Data Mapping to schema comparison from Helsinki to Kingston.
• Create field mapping templates & data dictionary for Assets and CI classes.
• Responsible in developing Business Rules and Client Scripts based on the requirements.
• Create Update Sets to migrate customizations from one instance to another instance.
• Import many CI’s using import set tables.
• Import Active Directory to Service now using data sources.
• Creating transform maps both automatic field mapping and scripting.
• Creating Transform maps for importing CMDB data.
• Transform maps and mapping scripts for LDAP data sources and other import sets.
• Uploading of Foundation Data using Import Sets and Transform Maps.
• Worked on CMDB Big-Bang cleanup process to attain 100% reliable, accurate data in CMDB.
• Worked with Data Analyst team to cleanup the duplicate CIs in CMDB.
• Implemented the CMDB Health Dashboard.
• Establish and interact with the CMDB (configuration management database), and manage data with import sets, update sets and transform maps.
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Create Update Sets to migrate customizations from one instance to another instance.
• Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB.
• Monitored ITIL workflows for the verification of completed CMDB component maintenance procedures.
• Developed Service Mapping application to discover the services in organization to build mapping of all devices and applications .
• Developed connection between devices and applications based on dependencies of Service Mapping.
• Developed VB Scripts for identifying EOS for certain manufacturers with high CI count.
• Create Asset Models and Asset Categories to map configuration items to Assets in Asset Management.
• Working on DISCOVERY and set up Mid servers and check for the connectivity.
• Configured Service Now Discovery Tool to load configuration items into Service Now.
• Working as Business Analyst to collect data weekly and generate project plan.
• Writing Technical Requirement Document as a Business Analyst.
• Working on bringing Tanium Assets into CMDB based on Platform breakdown.
• Working on Tanium CI to Research and Expansion in discovery.
• Designed and implemented the new functionality using Business Rules, Client Scripts, Script Includes, etc.
• Established one to many and many to one relationship between Incident, Problem and Change requests.
• Data Migration of CI Attributes for CMDB using Transform Scripts and Import Sets.
• Created test cases and test suites by Test Management.
• Reported Test Management defects from a failed test and assign the defect to a test cases.
• Handling CMDB which involves importing the data and delegates the relationship between the configuration items.
• Developed Workflow with inclusion of several Plug-ins (Subflows) and Notifications.
• DevelopmentofServicecatalogwhichincludescreatingnewCatalogItems,RecordProducers andExecutionPlans.
• Created the relationship and updated fields between vCenter and ESXi servers through the JavaScript in Business Rules and Script Includes.
• Demand Management integrated with Ideation module which helps to provide the user for demand managers.
• Projects table in PPM (Project Portfolio Management) module and integration with JIRA for history data load using REST Services in ServiceNow.
• Customization of the Project Module and Time card module in PPM (Project Portfolio Management).
• Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
• Designed Orchestration Workflow for AD and Email Exchange.
• Develop and maintain Service Portal widgets.
• Demand Management process dedicated to service strategy with guidance of ITIL.
• Used Service Portal Designer to Customize each page in portal.
• Created and modified Update Sets to migrate customizations from one instance to another instance.
• Customized and scheduled the Reports to users and also compiled the key metric Reports to management for review.

Confidential, Englewood, CO

ServiceNow Consultant (Developer & Admin)

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB inServiceNow.
• Creating requirements definitions and technical specifications documentation.
• Load, manipulate and maintain data between Service-now and other systems.
• Working with HR Case Management, HR tasks, HR knowledge and policy articles.
• Work with PPM module and create different portfolios inServiceNow.
• Created new Business Rules/Script Includes/Client catalog script/Client Scripts.
• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB
• Maintain the schema structure of CMDB, by creating Configuration Items (CI) and their relationships with Asset Management System tables in ServiceNow.
• Assigning the production support tickets to the appropriate users and user group.
• Construct Data Sources from several external applications, scripts to resolve approaching information and change intoServiceNow.
• Upgrade from Helsinki to Jakarta.
• User interface changes from Helsinki to Jakarta plugin updates, and each feature's upgrade.
• Upgrade to protect the data from Jakarta to customizations from changes to the system.
• Performed data migrations from instances with Service-Now.
• Created various workflows for Incident Management, Change Management, Service Requests and worked efficiently on change management process.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Configuring Project Portfolio Management (PPM), Incident and Knowledge Management, and Web Services Integration.
• Working on ServiceNow ITSM provides Nlyte of service for automation to change the data center for delivering end-to-end visibility.
• Working on Nlyte data to synchronize the serviceNow CMDB.
• Configured Seven MID Servers, Two are for integration, event management & orchestration, One for LDAP integration, Four for Discovery & Service Mapping.
• Implemented Service Mapping for critical business Application.
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.
• Implemented much functionality by writing Business rules/ Client Scripts and Script Includes by using Glide Record's and Ajax calls.
• Activated Test Management with the help of Project Portfolio Management PPM.
• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Worked with Orchestration to automate New Hire process to create AD account, Email Account and other application access.
• Creation of new layouts using UI Macros, UI Pages and use of UI Script techniques for ESS (Employee Self-Service).
• Involved in creating the new Catalog Items and editing the existed Catalog Items.
• Designed several email templates by using HTML and jelly scripting and used them in notifications.
• Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Worked in creating the SLA's and managing the SLA's.
• Familiar withServiceNowContent Management System (CMS).
• Worked on CMDB from the scratch.
• Having hands-on Experience on the discovery tools like ‘ServiceWatch’, ‘ServiceNowDiscovery’.
• Customized and scheduled reports with the use of Reports module in ServiceNow instance.
• Worked on extending the ITSSM services into ITOM and correlating specific and discrete data assets to specific business services such as HR or finance.
• Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
• Design and development of custom application tables and modifying the ACIs to build data security layer

Confidential, New York, NY

ServiceNow Consultant (Developer & Admin)

Responsibilities:

• Developed solutions in the Service-Now platform that are ITIL V3 compliant and defined business solutions for ITIL users.
• Expertise in configuring the CMDB and populating it by Discovery uses a MID Server.
• Worked with functional requirements withinServiceNowfor CMS, Catalog Management, Incident, Web services and interfaces
• Worked with and functional requirements withinServiceNowfor CMS, Request Management, Incident, Problem, Knowledge, Change, Core Platform, Web services, interfaces etc.
• Developed Service Catalog items based on the project requirement provided by the stakeholders.
• Managed users, groups and roles, Advanced Schedule jobs and Business rule creation.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Created and managed SLA definitions for different Service Groups
• Experience on integrations withServiceNowusing Email integration i.e. inbound actions scripting.
• Writing Scheduled jobs and Schedule Imports depends on the requirements in ServiceNow.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML and PowerShell.
• Creating shared folders and configuring the DFS (Distributed File System) path for them in domain level along with appropriate access to end users through AD groups.
• Creating service mapping of the key applications and business services.
• Created different SLA definitions, ACL's, Dashboards, Custom Charts, and Reports.
• Wrote Business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Involved in Configuring and Customizing the Incident, Change, Problem Management Applications as per the client requirement.
• Worked with Record Producers, Order Guides, Work Flows and Orchestration in Service Catalog Management.
• Created service portals end to end from scratch.
• Implementation of Validations using UI Policies.
• Created CI relationships and Suggested CI Relationships.
• Worked on Web Services using SOAP Messages and called third party.
• Good understanding of WSDL, XML.
• Creating Inbound SOAP API calls to make the newly captured data available for legacy applications.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Used JSON object to send/receive data for AJAX

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Worked on debugging numerous Scripts to validate fields.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Performed migration activities (Dev to QA, QA to Prod).
• Designed and implemented new functionality using UI Policies and Data Policy.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Designed and implementedServiceNowIntegration solution with Emails, Alerts.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Customization of Service Catalog (Demand Management), Time Card, Project & portfolio Management & Financial Management Application.
• Updated and Debugged ACL rules to grant or deny users access to objects based on their business requirements.
• Created ACL rules to secure new objects.
• Configured SLA workflow for the advance SLA configuration.
• Imported Active Directory toServiceNowusing Data Sources.
• Worked on SCCM Discovery Integration Tool.
• Translate functional requirements into system requirements using UML.
• Involved in creating the Workflows for the Change, Problem Management and Service requests.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plug-in.
• Involved in creation of reports, dashboards in ServiceNow.
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Provisioning, de-provisioning and troubleshooting RIGHTFAX accounts using RIGHTFAX tool.
• Configuring the FTP accounts in IIS Webserver.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Created applications using Service Catalog and performed import using Import Sets.
• Designed the Content Management System for Varian system which involved CSS.
• Creating, maintaining and troubleshooting LDAP accounts through Apache directory studio.
• Managing the LDAP instances that were used to integrate with various applications.
• Worked extensively on LDAP integrations.

Confidential

Java Developer

Responsibilities:

• Involved in the elaboration, construction and transition phases of the Rational Unified Process.
• Extensively applied various design patterns such as MVC-2, Front Controller, Factory, Singleton.
• Business Delegate, Session Façade, Service Locator, DAO etc. throughout the application for a clear and manageable distribution of roles.
• Used HTML, XML, AJAX, JavaScript, CSS and pure CSS layouts. I used to create E-mail notifications for different tasks like Change, Incident, and Problem management tickets.
• Created cross-browser compatible and standards-compliant CSS-based page layouts. Used UI Policies for functionality that enables users to perform common tasks.
• Understanding Web UI conventions and be able to leverage them for promoting an efficient user experience.
• Implemented the project as a multi-tier application using Jakarta Struts Framework along with JSP for the presentation tier.
• Used the Struts Validation Framework for validation and Struts Tiles Framework for reusable presentation components at the presentation tier.
• Developed various Action Classes that route requests to appropriate handlers.
• Developed Session Beans to process user requests and Entity Beans to load and store information from database.
• Used JMS (MQ Series) for reliable and asynchronous messaging the different components.
• Designed and used JUnit test cases during the development phase.
• Extensively used log4j for logging throughout the application.
• Used CVS for efficiently managing the source code versions with the development team.
• Worked with the business users and analyzed the requirements.
• Debugging Mobile Scripting in all stages from product ideation through architecture and execution.
• Responsible for Mobile Scripting profiling based on memory, CPU/Network usage for every release.
• Implemented Struts framework and MVC based web application.
• Developed JSP pages as a presentation layer (served as UI).
• Client-side validations using JavaScriptWritten Stored Procedures and packages for database operations.