PROFESSIONAL SUMMARY:

• Overall 8+ years of professional IT experience and 5+ years of experience in ServiceNow platform as both Developer and Administrator.
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for Business workflows, ticketing or other ITSM requirements.
• A ServiceNow Technology Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Excellent expertise in developing and maintaining Service catalog items.
• Extensively worked with Dublin and Eureka releases of Service Now with strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions using the knowledge in ITSM tool and ITIL processes.
• Demonstrated project management skills and experience working directly with customers and clients.
• Worked in configuring ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.
• Experience in SaaS software configuration and development using Web Services and Simple Object Access Protocol, XML/RPC, and AJAX.
• Service Now discovery configuration to populate CMDB.
• Experience in preparing Design document, Flow diagram, Class & Sequence diagrams for an application.
• Mid Server Process Configuration for Windows & Linux, Workflows, Configuration Management Database(CMDB)
• Good Knowledge of CMDB and IT Asset Management Services (ITAM)
• Well experience in software analysis, design, development of web centric, object oriented enterprise applications using Java/J2EE technologies.
• Well experienced in MVC architecture, Struts, JSF2, Spring MVC including Validations and business flow of applications.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM.
• Extensive knowledge in database transactions management for database related changes by integrating JDBC, Hibernate with spring.
• Was involved in the design and development of Presentation Tier using JSP, HTML, DHTML, XHTML CSS and JavaScript and AJAX.
• Used application servers like WebLogic, WebSphere, JBoss and Tomcat servers based on the client requirements and project specifications.
• Expertise in implementing Spring framework for Dependency Injection, support for the Data Access Object (DAO) pattern and integration with Hibernate as well as Struts.
• Expertise in using IDE like Eclipse and NetBeans for debugging and coding standards.
• An effective communicator with excellent relationship building & interpersonal skills. Strong problem solving& organizational abilities. Good in leading, mentoring, coaching, and motivating team to deliver the best result. Authorized to work in the US for any employer.
• Well versed in reaching project goals using agile methodologies like Scrum.
• Good Communication and Technical Document Writing skills.

TECHNICAL SKILLS:

Languages: C, C++, Java, J2EE, JavaScript, XML, XSL, HTML, XHTML, CSS, SQL

IDE s: SVN IDE, Force.com IDE

Version Control Tools: Rational ClearCase, VSS, WinCVS, RequisitePro, ClearQuest

Operating Systems: Windows XP/Vista/7, Linux, Macintosh

Web/J2EE Tech: Servlets, JSP, JDBC, Java beans, JNDI, HTML, AJAX, DOJO, JavaScript, CSS, XML, EJB, Hibernate, Web services, JSR 168/286

Tools: Log4j, JUnit, Apache Ant

App & Web Servers: Liferay 5.x/6.X, Weblogic Server 9.x/10.x,Jboss4.x, Tomcat 5.x/6.x., Apache

ITSM: ServiceNow

PROFESSIONAL EXPERIENCE:

Confidential, Memphis, TN

ServiceNow Developer/Admin

Responsibilities:

• Involved in the technical architecture and created the detail design.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Develop and manage application code, user interface, and third-party integration components. worked on business requirements and technical specifications for ITSM platform.
• Implementing ServiceNow Discovery and CMDB and integrating it with Change management.
• Creation of 3rd party realm and updating existing 3rd party application in ADFS.
• Developed new service catalog items and fix bugs in incident, problem and change management.
• Performed routine troubleshooting exercises for CI errors for WMI (Windows), SSH (Unix), and SNMP (Network) devices during Classification, Identification and Exploration stages of Discovery.
• Provided subject matter expertise, acted as technical product advocate and designed, developed and implemented ITIL processes, ITSM, ITAM, SACM, Knowledge, Demand and Release Management modules within ServiceNow platform.
• Performed mapping using ServiceNow Service Watch.
• Integration with ADDM (Discovery Tool) into CMDB via CMDB Sync.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Experience in working with Scripted Web services, Script Includes, JavaScript and Jelly Scripting.
• Used Object/Relational mapping tool Hibernate to achieve object persistency.
• Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements.
• Created XML Schema, XML template and used XML SAX/DOM API to parse them.
• Works with engineers and application developers' groups to implement solutions for the company's LDAP services.
• Writing the Catalog client scripts and UI policies to make client side changes.
• A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Worked with administering and developing on ServiceNow Platform, using versions: Fuji and Helsinki as well.
• Participated in validating Form and Table level using UI Policies in ServiceNow.
• Migration of application from Eureka to Helsinki and handling the TEST and Support process with the necessary fixes.
• Developed solutions usingJavaScript, Web Services, SOAP, and other web technologies to integrate ServiceNow with internal, external systems and tools.
• 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.

Environment: ServiceNow, ITIL, ITSM, HTML, XML, JavaScript, LDAP, JIRA, VPN, SSO, Eureka, Helsinki, REST API, SOAP, SLA, MID Server, Airwatch and CMDB.

Confidential, Tallahassee, FL

ServiceNow Developer/Admin

Responsibilities:

• Worked on End to End implementation of Discovery.
• Maintained the Configuration Items and modified the forms and form Sections.
• Worked on Configuring the IP Addresses to help find out the un discovered CI's into CMDB.
• Integrated Service-Now With a third party to store all the credentials to avoid breaching up of credentials.
• Involved 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.
• Developed solutions in the service-now platform that are ITIL V3compliant and defined business solutions for ITIL users.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
• Experience in creating Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Workflows and Email Notifications.
• Designing the Content Management System for Varian system which involved CSS and service catalog work.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Maintain the integrity of the service-now tool across production and non-production environments.
• Worked on Airwatch rollout to 250+ end users.
• Provide training on service-now process, operations and capability to all required teams.
• Involved in production support for all the Service-Now related issues.
• Integrated Twilio with Service Now for Voice Alert Notification using REST API.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Integrated Microsoft SCCM with Service Now for pulling the entire configuration item into ServiceNow.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Environment: Service Now Eureka/Dublin, Windows 11, XML, HTML, Oracle 11g, Toad, SQL*PlusSQL*Loader and UNIX.

Confidential, Phoenix, AZ

ServiceNow Developer/Admin

Responsibilities:

• Implementation, Customization and Configuration of different Service Manager Modules like Change, Request, ESS, Service Desk, Incident, Service Catalog, Problem and SLM.
• Worked on end to end implementation of CTI Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• 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.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• 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.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Currently working to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: ServiceNow, Java Script, JSON, jQuery, Prototype, Webservices, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM

Confidential, Denver, Colorado

ServiceNow Developer/Admin

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Uses JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Assisted client in implementing the MSP (Managed Service Provider) instance for ServiceNow and domain separation for Service-Now Instances
• Worked on LDAP integrations. Very good understanding of integration with these varieties of protocols: SOAP, JDBC, and ODBC
• Analyzed and validated scripts/code for successful migration between instances
• Provided analytical and technical expertise for ServiceNow configurations
• Provided day-to-day administration of the ServiceNow instance
• Personalized and created forms and fields, new applications, modules and labels, activated plug-ins, built reports, gauges and homepages
• Sets up Service Level Agreements (SLAs) and monitored SLA workflows, created and tracked Service Catalog requests, and items with variables
• Created, monitored, modified, and published Service Catalog workflows with approvals
• Managed users and groups' access rights, business rules, controls and scripting
• Conducted ServiceNow testing and UAT signoff for upgrade and release cycles from the ServiceNow Development team
• Handled incident troubleshooting and resolution for ServiceNow related issues
• Developed, prepared and edited application administration documentation, presentations, training materials and manuals
• Created reports and provided data analysis to support the program, processes and services
• Configuration/Customization of the ServiceNow system including workflows
• Used scripting tools and ServiceNow functionality, created script to automate routine tasks being done in ServiceNow
• Articulated technical concepts using easily understandable business language
• Loaded, manipulated and maintained data between Service-now and other systems
• Researched and deployed new releases and/or enhancements into the ServiceNow live environment
• Monitored health, usage and overall compliance of the application
• Integrated monitoring systems to collect and summarize data for the IT systems and business applications
• Worked with business units to create and adjust synthetic transactions that help to gauge the availability and responsiveness of the applications
• Monitored, troubleshooted, upgraded, retired, and expanded existing environments and performs software upgrades.
• Implemented various script includes, and also used them in client scripts
• Service Catalog and Request CMS Workflow Design and Configuration
• Created Buttons and context menus both on form and lists using UI actions
• Used import set tables to import CI's for the implementation of the data
• Created data sources and loaded the Service-Now tables with different data formats
• Also worked on Asset Management and loaded the data into it
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements

Environment: ServiceNow, JavaScript, HTML, Web services, SOAP, SQL, XML, IFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential, Dallas, TX

ServiceNow Developer

Responsibilities:

• Created Buttons and context menus both on form and lists using UI actions.
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Developed and configured ServiceNow Platform.
• Development of Business Rules, Client Scripts, UI Actions, Record Producers for Tracking of tickets.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of theServiceNow 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 on complete life cycle to implement ServiceNow.
• Worked with database backup, restore, and disaster recovery operations using RMAN.
• Worked in configuring and implementing Oracle Data Guard solutions for Live Systems.
• Defined user roles, groups and Configured LDAP integration and scheduled a nightly LDAP refresh.
• Developed Incident management. Using of WSDL for Soap messages, Perl attachments, Homepages, Portals, PDFs creator, emails, catalogs, modules and applications.
• Customized UI Appearance for Problem and Change Management Application.
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Database Administrator activities such as Upgrades, Patches, TAR Support, Performance Tuning, capacity planning, script development and documentation.
• Planned and implemented high availability solutions using Oracle 10g RAC, Standby Database using Oracle Data Guard.

Environment: ServiceNow, Java Script, JSON, jQuery, Prototype, Webservices, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential

Salesforce Developer/Administrator

Responsibilities:

• Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization.
• Implemented the requirements on Salesforce.com platform and Force.com IDE.
• Worked with various salesforce.com objects like Accounts, Contacts, Opportunities, Cases, Activities, Knowledge, Reports and Dashboards.
• Developed various Custom Objects, Tabs, Components, VisualForce Pages and Controllers.
• Developed and customized console view.
• Developed Custom Objects, Custom Reports and configured the Analytic Snapshots to dump the data on regular basis for the sales performance and lead generation statistics.
• Created and deployed Several Reports using salesforce.com platform.
• Developed Apex Classes, Controller Classes and Apex Triggers for various functional needs in the application.
• Developed workflows, assignment rules, escalation rules, case teams, support settings, custom settings and other inbuilt functionality.
• Created and used Email templates in HTML and Visual force.
• Integrated the web services by generating the necessary stubs from the WSDL files for external applications and also integrated with multiple other systems to Sales force.
• Performed the roles of Salesforce.com Analyst/ Developer and Administrator in the organization.
• Used the sandbox for testing and migrated the code to the deployment instance after testing.
• Interacted with the Salesforce.com premium tech support team on a regular basis.

Environment: Saleforce.com, Apex Language, Visual Force (Pages, Component & Controllers), Pages, Data Loader, HTML, Java Script, Change sets, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading.

Confidential

Java Developer

Responsibilities:

• Involved in various phases like design and development using Rational Unified Process.
• Used Rational Rose for the Use Case Diagrams, Class Diagrams and Sequence Diagrams to represent the detailed design phase.
• Developed a web-based reporting for Credit Monitoring System with HTML, JSTL 1.2,
• Custom tags.
• Developed user interface on Jakarta Struts 1.1 Framework using JSP 2.0 and HTML.
• Used Java/J2EE Design patterns like Business Delegate, Session Facade, Data Transfer Object (DTO) and Service Locator in the project extensively, which facilitates clean distribution of roles and responsibilities across various layers of processing.
• Developed Struts Action Class which route submittals via Business Delegate to Business appropriate components and render retrieved information.
• Used Web services for transmission of large blocks of XML data using SOAP.
• Used XML and SOAP with SAX parser to transfer data between applications.
• Used Entity Java Beans for persistence.
• Used SQL stored procedures with JDBC API for storing, updating user request.
• Participated in database design using Oracle10g.
• Used Web-sphere Application Server 5.0 for deploying various components of application.
• Used WebSphere Application Development 5.1.2 for developing the application.

Environment: J2EE 1.3 specification, IBM WAS 5.0, WSAD 5.1.2, Spring 2.0.6, Struts 1.1, Hibernate 2.0, Rational Rose, XML, SOAP, SAX, JSP 1.2, EJB 2.0, JSTL 1.2, IBM MQ Series 5.1, HTML, JDBC, JavaScript, Servlets 2.3, CVS 2.0, Oracle9i, UNIX.