SUMMARY

• Over 8+ years of Experience in Information Technology, 4+ years of experience exclusively in Designing, customization, enhancing, and workflow configuration, integrating and supporting ServiceNow suite of products such as Incident Management, Problem Management, Change Management, Asset and Service Request management systems.
• Experience in creating the custom ITIL Applications, Modules in ServiceNowas per requirement.
• Experience in working on the ITIL Process like Incident and Problem Management, Change
• Management, Knowledge Management, CMDB Management in ServiceNow.
• Experience on various ServiceNow customizationsas per client's requirement.
• Experience on the Implementation, Configuration and maintenanceof Business Rules, Client Scripts and UI Policies.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements
• Experience in configuring the ACLs in ServiceNow
• Extensive with Business Rules (Before, After, Async and Display Business Rules), UI Actions, UI Policies, Client Scripts, Scripting in ServiceNow
• Worked on configuring the Data policies as per the requirements
• Strong experience in using Update Sets, Import Sets in ServiceNow
• Experience in Email Integration, LDAP integrationwith ServiceNow
• Experience in working with Service Catalogs, Workflows in ServiceNow
• Experience with complex integrations within the ITSM environment
• ServiceNow - Siebel CRM
• ServiceNow - Web-Services integration with third party application
• External Web-Services Integration (both SOAP based and REST based) in ServiceNow
• Experience in generating reports and scheduling the reports as per the client requirement.
• Experience on working with Script Includes and Scripted Web-Services
• Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Experience in managing the Configuration Management Library and providing information on the status of all the master copies of CIs.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Experience with web development using Java Script, JQuery, Jelly, CSS, HTML
• Experience in working on SQL queries, SQL Tuning, PL/SQL Tuning
• JDBC, Servlets, JSP, JSF, Spring, Hibernate, Web Services and REST Services.
• Good Knowledge in implementing Data Structures, Algorithms and Design Patterns.
• Extensive experience working with databases Oracle PL/SQL, MySQL and SQL Server.
• Well versed with designing Use-cases, Class diagrams and Sequence diagrams in UML using Rational Rose and MS Visio.
• Experience working in CSS, XML, JSP, Ajax, jQuery & JSF.
• Good Exposure to different types of protocol HTTP and SOAP, XML Parsers likes SAX, DOM.
• Experience working in Agile and Test Driven Development environment.
• Experience with Tomcat, Weblogic and JBoss application servers.
• Good Knowledge of using IDE Tools like Eclipse, NetBeans, RAD for Java/J2EE application development.
• Experience working with Operations teams in production deployments and providing developer

TECHNICAL SKILLS

ITSM Tools: Service-Now, ITSM Suite, BMC Remedy

Java/web Technologies: HTML, XML, XSLT, XSD, JavaScript, CSS, JQueryJDBC, JSP, Servlets, Struts, JSF, a4j (Ajax4Jsf) SOAP Web Services, REST Services, Ant, Maven.

Apache: AXIS, JAX-WS, Junit, Log4j Tomcat, Weblogic11g, JBOSS, Apache

Databases: Oracle, MySQL, Microsoft SQL Server

Design Methodologies: UML, J2EE/GOF Design Patterns and RUP (Rational Unified Process)

Build Tools: ANT and Maven SoapUI, Microsoft Visio, HP Quality Center

Operating Systems: Windows, UNIX & Linux

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Consultant

Responsibilities:

• As a part of support activity resolved incidents by provided with proper root cause investigation.
• Perform day to day administration of the ServiceNow tool Maintain business services and configuration item relationships in ServiceNow tool.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Developing and managing application code, user interface, and third-party integration components.
• Created and Customized BusinessRules, Client Scripts, Script Includes UI Policies, UI Actions.
• Wrote complex Access Control records to control access to sensitive data.
• Working with UI pages, workflow and Core Configuration.
• 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.
• Developed ServiceNow platform including the creation and customization of the core applications such as Incident, Problem, Change and Service Catalog.
• Configured Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Investigate performance issues, troubleshooting tools, and use system logs to find issues.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.

Environment: ServiceNow(Eureka), Discovery, Change Management, Incident Management, ITIL, SQL, Export/Import, XML, Java script.

Confidential, Santa Clara, CA

ServiceNow consultant

Responsibilities:

• Worked on End to End implementation of Discovery.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Maintained the Configuration Items and modified the forms and form Sections.
• Capable of suggesting best possible solution for any customer requirement or defect.
• Appreciated for suggesting and successfully implementing overall performance changes.
• Worked with UI pages, workflow and Core Configuration.
• Used scripting tools and ServiceNow functionality to create script to automate rote tasks being done in ServiceNow.
• Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Designed Workflows, along with standard Workflow templates which can be reused.
• 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.
• Managed system upgrades in a timely and low-impact manner.
• Proposed and Implemented ITSM best practices in company’s environment.
• Monitored health, usage and overall compliance of the application.
• Performed System and integration testing with sample/live data with Support Services team.
• Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters.

Environment: ServiceNow, Incident Management, ITIL, SQL, Problem Management.

Confidential

ServiceNow Consultant

Responsibilities:

• Experience in developing new service catalog items and fix bugs in incident, problem and change management.
• Mentoring offshore developers and getting them aligned with the process.
• Resurrecting the existing ITSM process.
• Responsible for setting up the Change Management along with advanced customizations for Risk Assessment Calculator.
• Experience in creating Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Workflows and Email Notifications.
• Involved in creating and updating Access Control List (ACL) rules.
• Built forms in Service Catalog Module. Created standard re-usable workflows.
• Responsible for preparing design level, program-level and user-level documentation.
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Adjusted ServiceNow import sets and transforms maps accordingly to ensure data entering ServiceNow tables matched the company outlined requirements.
• Proposed and Implemented ITSM best practices in company’s environment.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.
• Responsible for analyzing, designing and developing business applications which involved customization.
• Workflow administration, data imports, custom scripting using JavaScript.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.

Environment: ServiceNow, Incident Management, ITIL, ITSM, SQL, Problem Management.

Confidential, Troy, MI

Java Developer

Responsibilities:

• Used JSF frameworks and encapsulated MVC design patterns along with Java Server Pages Standard Tags Library.
• Developed web based customer management usingSpringMVC.
• Developed UI, presentation layer using JSP, HTML, XML, Ajax, JQuery, JavaScript and CSS.
• Involved in injecting dependencies into code using spring core module concepts like Spring IOC of Spring Framework.
• DevelopedEJBs(3.0) for processing the Business logics and to provide data persistence in the application.
• Implemented Service Oriented Architecture by developing Java web services using WSDL, UDDI and SOAP.
• Used XSL/XSLT for transforming and displaying reports. Developed Schemas for XML
• Extensively used Hibernate in developing data access layer.
• Used JDBC to communicate with Oracle 10g database.
• Developed SQL queries, views and stored procedures using PL/SQL.
• Developed a unit-testing framework by customizing spring’s JUnit extension for testing the application.
• Deployment of the web service converted java interfaces on a daily basis to a Web Sphere testing environment for subsequent development of the front end.
• Used Rational ClearCasefor version control and ANT to compile, build and package the application for deployment on WebSphere 7.0 server.
• Identify issues with the requirements. Suggest and direct the stakeholders to potential resolutions of such issues.
• Developed detailed design documents for all the functional modules of the application to be used by the testing team to setup test cases.

Environment: Java, J2EE, JSF Framework, MVC, JDBC, JSP, Servlets, Hibernate, Log4j, WebSphere 7.0, Oracle 10g, PL/SQL, HTML, XML, AJAX, CSS, JavaScript, RAD 7.0, JUnit, Ant, WSDL, SOAP and Windows

Confidential

Programmer

Responsibilities:

• Developed the web pages using JSP and HTML
• Coded various Java beans to implement the business logic.
• Development of GUI using AWT.
• Involved in creating the tables using SQL and connectivity is done by JDBC
• The system allowed users to check the status of their requests using an online interface and provided notifications to the user via email once they are selected.
• Involved in generating the reports regarding the marks they secured in the online test once they press the submit button in the test using HTML and JSP.
• Developed Job Seekers and Online Test Modules independently.
• Business logic was implemented in Servlets.
• Apache Tomcat is used as a Application Server to Deploy the Application.
• Manual testing was done on each and every module for bug fixing and debugging.

Environment: Java jdk1.4, J2EE, JSP, Servlets, JavaScript, Edit Plus, JDBC, AWT,Windows2000, MySQL, UML, Rational Rose 2000, Apache Tomcat, SQL, PL/SQL, HTML, XML.

Confidential

Software Developer

Responsibilities:

• Coding java classes which carry out the main business process.
• Developed back end procedures, functions, triggers and java objects onOracle 8i.
• CodedJSP's, Java beansand managing sessions.
• CodedJSPandHTMLuser interfaces.
• CodedServlets, API'sfor connectivity usingJDBC.
• Conversion ofPL/SQLpackages to Java classes
• Responsible for Security implementation and integration testing of the system.

Environment: Java, J2EE1.2, Oracle8i, JRun, Windows NT 4.0, JDBC, JSP, Servlets, JavaScript, JBuilder, JUnit