SUMMARY

• I am a vital and progressive ServiceNow consultant with 16 years of IT experience, inclusive of 6 years of ServiceNow development, along with strong analytical and problem solving skills, looking for a ServiceNow developer role in a challenging cloud based environment where I can capitalize my skills & experience to gain professional growth & success.
• Extensive experience in SDLC involving waterfall & agile methodologies.
• Experience in designing, developing, customizing & administering ITTL &ITSM suite of applications.
• Hands on experience in implementing technical and business require nets for front and backend development.
• Experienced in implementing change management, incident management, asset management and service catalog.
• Strong knowledge on Asset management services, Business services & configuration item relationship.
• Strong knowledge of front end development tools such as CSS, HTML, JavaScript, JQuery and Web Services.
• Experienced in troubleshooting, debugging and fixing code issues using problem solving and analytical skills.
• Experienced in Integration technologies such as Web Services, SOAP, and HTTP, MID Server, SSO and LDAP.
• Good knowledge & understanding of service portal configuration based on customer requirements.
• Familiar with different releases of service now such as Madrid, New York, London, Istanbul, Helsinki, Geneva, Fuji, Eureka, Dublin, Calgary, Berlin.
• Experienced in software manual, automated, ADA, mobile testing.
• Motivated and result oriented individual, a strong team player with the ability to adapt, learn and implement new technologies.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration, Web services, Discovery, Workflow, and CMDB.
• Create, monitor, modify, and publish service catalog workflows with approvals. maintain Single Sign - On integration.
• Configuration and customization of Help Desk, Change/Incident/Problem/Asset Management Modules based on user requirements.
• Defined SLA, OLA and contract for the customer and configured SLA workflow for the advance SLA configuration.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Ability to work in a collaborative team-environment and communicate status to both technical and non-technical project members.
• Highly curious and passionate to learn about technologies. Adept at promptly and thoroughly mastering them with a keen awareness of new industry developments and the evolution of programming solutions.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Strong development experience and professional HTML5, CSS/ CSS3, JS and JQUERY and various Java and JavaScript design patterns, Web Services.
• Explored various emerging JavaScript technologies such as Angular.js for future product and feature development.
• Familiar with Cross Browser Compatibility issues and Optimization for web.
• Proficient in developing Client scripts, Business Rules, Web Service Import sets, Transform Maps & developing scripted web services.
• Hands on experience in creating Approval Rules and Assignment rules.
• Hands on experience on activating Plug-ins and adding System Properties.
• Experience in Manipulating, Loading and maintaining data between serviceNow and other systems.

TECHNICAL SKILLS

Tools: ITIL ITSM, ServiceNow, JavaScript, HTML, CSS, JQuery, Angular JS

Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL, COBOL

Scripting Languages: JavaScript, Jelly Script, HTML, Ajax, XML

Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: Oracle 10g, MySQL, SQL, DB2

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

Platform: Windows, Linux

IDE: Eclipse, Net Beans, TOAD

PROFESSIONAL EXPERIENCE

Service Now Developer

Confidential

Responsibilities:

• Implemented service portal and service catalog of HR Services of DOC.
• Prepared and implement procedures for downtime, end-users, production, and help desk.
• Analyzed clinical use of existing systems to identify problem to be resolved and defines system applications or process improvements.
• Automated standardized HR process using HRSM.
• Managed servers on the Amazon Web Services (AWS) platform instances using Puppet, Chef, and Configuration management.
• Determined, analyzed and formulated current practices, user needs and workflow processes, issues and potential solutions.
• Designed and developed solutions within the ServiceNow environment to include new or modifications to applications, forms, workflow, policies, actions, access control, interfaces and any other configurations required to support client processes.
• Configured Service Now discovery and orchestration.
• Worked on Business Service mapping and wrote scripts in the sensors in order to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM
• Worked on Discovery module to discovery IBM Mainframes and its related components LPAR, DB2, CICS, and MQ and populate them in the CMDB.
• Performed integrations and process automation using ServiceNow Orchestration.
• Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
• Worked on Orchestration to automate the top and frequently used service requests.

ServiceNow Developer / Administer

Confidential

Responsibilities:

• Implementation experience of Event based integrations like Mid Servers, TEC, and Web Services.
• Working on custom CMS portal which was developed using bootstrap CSS and CMS of ServiceNow
• Designed and developed application for Managing Survey responses and also tracking Survey response follow-ups (Voice of Customer application)
• Integration of other enterprise applications with ServiceNow which includes SFTP integration and also integration with web services
• Migrated from DSAM to Assettrack application in SNOW and created new forms which eased the day to day tracking and management of hardware assets
• Involved in Implementation, customization and maintenance of ITIL modules such as Incident, HAM, SAMP,ServiceCatalog and CMDB
• Custom module development - created complex applications to capture the data storage and reporting requirements of DoS.
• Requirements gathering - analyzing the current systems processes to map to ServiceNow modules.
• Proposal building - demonstrating the prototype custom applications in ServiceNow to meet the needs of the outgoing systems.
• Server side coding with Script Includes and client callable AJAX functions.
• Customizing the OOB Contracts module.
• Migration of update sets across instances and managing conflicts and rectifications.
• Managing Sprint stories and Defects.

ServiceNow Developer

Confidential

Responsibilities:

• 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.
• Designing the Content Management System for Varian system which involved CSS and service catalog work.
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.
• Worked on creating users, roles, groups and load the data to serviceNow objects using import sets on daily, weekly, monthly and on request basis
• Integrated Twilio with serviceNow for Voice Alert Notification using REST API.
• Maintain the integrity of the serviceNow tool across production and non-production environments.
• Worked on End to End implementation of Discovery.

ServiceNow Developer

Confidential

Responsibilities:

• Responsible design and development of Compass Asset Management Modules using serviceNow Scripting Tool.
• Monitored (server and/or application) health and the performance, availability, security, and integrity of the application and data
• Provided recommendations in order to improve application's functionality or performance; and periodically generate reports based on analysis/interpretation of monitoring activities.
• Customized the user interface of Incident, Problem Management and Change Management Applications of ServiceNow using UI Policies and Client Scripts.
• Created SQL Queries for converting cron batch jobs for generated scheduled reports and send via email as attachment from mid-server.
• Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site.
• Involved in implementing, documenting and Maintaining ServiceNow environment on a daily basis.
• Optimized and Monitored system performance and provided system statistics and reports to the Business.
• Developed User Interface for all Line of Business (LOB) to create, upload, store and email the supporting docs
• Implemented the various Operations of the Auto Background Listener to update the request Database with the corresponding fields
• Understood the interface of the Communication Processing Service, populated the values based on the line of business and returned the Produced Artifact to be uploaded and stored
• Responsible for creating homepages including basic reporting, gauge configuration, and dashboard presentation.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.

Lead QA Analyst

Confidential

Responsibilities:

• Led the QA teams in review & analysis of requirements with business, product and scrum team.
• Mentored the QA teams & Hands on experience with functional, regression, automation testing and share the matrices and reports with executive leadership.
• Led the QA teams and hands on experience of mobile testing on IOS and Android devices for mobile web, mobile apps etc.
• Led the QA teams and hands on experience of ADA testing on desktop, iOS and android devices.
• Managed QA onsite and offshore teams for the delivery of testing milestones.
• Supported as a test manager for Test Strategy, estimation, planning & execution.
• Used agile methodology for software testing of integrated features.
• Participated in agile ceremonies SOS, sprint planning, sprint demo backlog refinement and retrospectives.
• Prepared test plan, test execution matrices & test summary reports each release.
• Conducted test design walkthrough and implement changes based on customer feedback.
• Conducted defect triage meetings during integration and regression phase of validation.
• Used JIRA & Rally as sprint tracking of user stories and defects.
• Used ALM as a test management tool for tracking of testing progress.
• Led the QA teams and hands on experience of ADA testing on desktop, iOS and android devices.
• Led the teams for production support activities for Go live validations.

QA Analyst

Confidential

Responsibilities:

• Managed testing issues and tasks using Scrum Works.
• Managed Test cycle plans and detailed work plans using MS Project 2000.
• Created Test cases and tracked bugs using Bugzilla.
• Coordinated with business analysts, DBA group, UNIX admin and developers daily to provide a stable system.
• Implemented clear communication channels for reporting testing results, issues, project status, ensure test reports are prepared and shared as part of test closure.
• Performed backend testing by using SQL in SQL Server 2005.

QA Analyst

Confidential

Responsibilities:

• Wrote test cases based on the application requirements.
• Performed preloaded apps testing in blackberry applications on RIM platform.
• Performed compatibility testing for browsers such as IE, Firefox, etc.
• Performed load testing for the application for peak usage period.
• Performed functional, regression, sanity, integration, ad-hoc and system testing on different applications.
• Used Quality Center for tracking, reporting and analyzing bugs as well as writing and executing test cases.

QA Analyst

Confidential, MALVERN, PA

Responsibilities:

• Prepared test cases and test plan on the basis of the business requirements and strategy discussed with the team.
• Performed system testing of Soarian Clinical Application for C5 and JDI modules.
• Executed regression test cases for Soarian Clinical Application.
• Performed security testing of the application using different sets of data.
• Participated in production validation for the release of C5 and JDI.
• Prepared test summary report after production based on QA artifacts.