PROFESSIONAL SUMMARY:

• Service - Now developer with over 7 years of experience in the field of me.T. (4 Years in Service-Now).
• Extensive knowledge and experience in implementation and administration of Service-Now.
• Expertise in implementation of Service-Now modules, Data integration (CMDB) and Service-Now catalog Items.
• By serving as a knowledgably and trustworthy advisor make client confident.
• Design, develop, unit test, document, and deploy software features on the Service-Now platform.
• Well Versatile in writing the scripts using Java Script language.
• Expertise in various IT Services of Service-Now tools like Incident management, Problem management, Change management, Service Catalog requests and Report.
• Responsible forconfiguring and setting up Service-now (ITSM) Information Technology-Management application, including the maintenance and support in the implementation of all modules.
• Experience in developing, support, analysis of Service Management tools such asBMC Remedy, HP SM, BMC Remedy on Demand.
• Used Scrum/SDLC module in Service-Now explicitly for the development ofService-Now.
• Good knowledge in Understanding technical and functional design requirements for Service-Now and also understanding the workflow engines.
• Keep on Updating of our implementation methodology and service offerings based on theclient experiences.
• Define and meet standards for implementations in Service-Now to ensure consistencyand supportability of customizations.
• Identify and report issues before they adversely impact the project schedule.
• Designed and developed scripts for any customization required.
• Hands on experience in technical delivery including required documentation of cost-TEMPeffective Service-now solutions with ability to create and modify workflows.
• Object oriented analysis design and application development.
• Experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Ability to quickly master new concepts, applications. Self motivated person with excellent problem solving and analytical skills.
• Strong verbal, written and interpersonal communication skills.

TECHNICAL SKILLS

LANGUAGES: HTML, XML, Jelly, JavaScript, SQL, Java, J2EE, C, C++

OPERATING SYSTEMS: UNIX, LINUX, Windows XP, WINDOWS 7, Windows 8

ITSM TOOLS: Service-Now, HP-Service Manager, ITSM Suite, HP Asser Manager, BMC Remedy.

J2EE TECHNOLOGIES: JSP, JDBC, RMI, Servlets, JMS, JTA, JNDI, JMX, EJB, Applets

WEB TECHNOLOGIES: HTML, XML, DHTML, MSXML, ASPX,JDK 1.4

PROFESSIONAL EXPERIENCE:

Confidential, Glendale, CA

Service Now Developer.

Responsibilities:

• Involved in integration and changes with regards to the Service-Now tool.
• As a Service Now developer, generated Buttons and context menus using UI actions on forms and lists.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Interacted with ITSM Tools like BMC Remedy, HP Service Manager and their implementation.
• Worked with reporting and configuring service level agreements (SLAs).
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Created data sources and loaded the Service-Now tables with different data formats.
• Design and develop solutions within the Service-Now environment to include modifications of applications, forms, workflow, interfaces and any other customization required to support ITIL processes.
• Strong working knowledge of various Service-Now components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility and Service Request Management.
• Hands on experience in ITSM platform (Service Now, Remedy, Remedy Force).
• Experience on CMDB, Discovery and integration with other external modules.
• Provide advanced support for Service-Now by troubleshooting a variety of difficult software problems, implementing bug fixes and performing root cause analysis.
• Experience on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX. Done integration with 3rd party tools using (web services, SOAP, email, MID server).

Environment: CSS, Service-Now, JavaScript, Windows 7, HTML.

Confidential, El Segundo, CA

Service Now Developer.

Responsibilities:

• Worked with business users to identify and refine business requirements and workflows.
• Good knowledge in Java & java script programming skill.
• Involved in developing various forms using SQL development Skill.
• Understanding of IT service management and the ITIL business process.
• Supported and created an access control rule (ACL).
• Created, monitored, modified, and publish service catalog workflows with approvals.
• Responsible for the Service Nowtool administration module and creation of new Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Created complex transform scripts in transforming the data into the SNOW database.
• Assisted in Release Management during product and patch releases and managed documents and verified the changes.
• Analysed various problems and created new solutions and new techniques.
• Checked change management document and verify the changes.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Implemented CMDB Bi-directional Web Services integration. It involves consuming rest- full web services, publishing SOAP web services, using Business Rules, Script Includes, UI Actions and Other Service-Now scripting modules to support data synchronization and business logic. Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.

Environment: HP Service Manager 9.3, HP Asset Manager 9.3, HP Connect-It 9.20, PL SQL, UNIX.

Confidential

Quality Analyst.

Responsibilities:

• Reviewed BRD and FSD requirement documents and prepared Test plans and Test Cases.
• Reviewed test cases and provided updates to offshore.
• Involved in daily Defect troubleshoot/Triage calls.
• Reviewed CR changes and prepared test cases.
• Created test data in various edge systems.
• Experience in creating scripts using Selenium RC through JAVA.
• Expertise in using Selenium IDE on open source web testing.
• Involved in performance testing for various functionalities.
• Validated monthly, quarterly and yearly reports.
• Expertise in regression testing for various smart phones and tablets.
• Executing Selenium test cases and reported defects.
• Performed System Testing, Functional Testing, Regression Testing, Integration/Interface Testing and Smoke test.
• Prepared SQL queries.
• Used Quality center for requirements mapping, Test cases execution status and Defect tracking.
• Provided support to UAT testers and Analyzed UAT defects and provided updates to Lead.
• Updated Regression test cases after each Release.
• Performed Smoke test in production after each Release.

Environment: Seibel CRM, Jacada, .NET, Oracle DB, Avaya, Soap UI and ALM.