SUMMARY

• A Qualified IT Professional with 8 years of experience including around 5 years of experience as a ServiceNow developer.
• Hands - on experience in technical implementation of Incident Management, Problem Management, Knowledge Management, Asset Management, Release Management, Change Management and Service Catalog, Integration, Notifications.
• Good understanding and knowledge on all phases of the software development life-cycle (SDLC) and also familiar with methodologies like Waterfall, Agile/Scrum.
• Managed and coordinated activities during the overall ticket life cycle in Incident and Problem Management.
• Customization of form design and layout for various ITIL process for Incident Management, Problem Management
• Proficient in activities like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Experienced in managing both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLA’s.
• Experienced with Web services including SOAP, REST, JSON, and XML based integrations with various authentication options/techniques.
• Good knowledge in Business rules, activate plugins, Manage data with tables, Import sets and Update sets, Control system access and data security, Control access to the application and its records.
• Installing MID Servers and scheduled discovery to find available devices in the network.
• Have an in-depth knowledge about Direct Web service API of ServiceNow, SOAP and WSDL.
• Experience in generating the reports in ServiceNow and Custom applications as per the requirements in Service Now.
• Participated in process designing sessions and documented ITIL process flows.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements and configuring the ACLs in ServiceNow
• Experience in migrating between various environments in ServiceNow using Update Sets, Import Sets.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Experience in configuring email notifications in ServiceNow, UI Pages, UI Macro, Scheduled Jobs, Script Includes, and Events.
• Involved in Environment Promotions and managing Service Now using Update Sets.
• Data loads for migration to Service-now Import set and Transform maps.
• Familiar with different releases of Service-Now including Eureka, Fuji, Geneva, Helsinki and Istanbul.
• Have good Analytical, Programming and communication skills. Very good with problem solving capabilities and customer service.

TECHNICAL SKILLS

ITIL: ITSM, ITIL, ServiceNow, LDAP.

Programming Languages: C, C++, Shell Scripting, Python, SQL

Web Technologies: HTML, CSS, Bootstrap, JavaScript, XML, Jelly, Ajax, Glide scripting

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Operating Systems: Microsoft Windows, Linux, Ubuntu, OSX, Centos

Databases and tools: Oracle11g, Microsoft SQL Server 2008/2012

Web/Application Servers: Web logic Server and IBM Web Sphere

Version Control Tools: CVS, SVN

PROFESSIONAL EXPERIENCE

Confidential, Springfield, MA

ServiceNow Developer

Responsibilities:

• Designed and implemented customized version of ServiceNow using Kingston version
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Implemented the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• ImportedSCCMdata intoServiceNowConfiguration Management Database using JDBC connection via Mid server.
• Responsible for the implementation ofServiceNowITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Updated relevant information withSCCMSQL server database
• Worked on development of Service catalog - catalog items, order guide, record producers, requirement fulfillment processes, designing workflows, and executionplans.
• Customized and created Knowledge bases and knowledge form, defined workflows, created new topics and categories.
• Experience with ServiceNow Discovery tool ServiceWatchto Discover and import CMDB items.
• Expert on ServiceNow Discovery Module, ServiceWatch, Business Service Mapping (BSM), VPN, LDAP, deploying Discoveries in a Multi-Data Center environment.
• Configured and Involved in the Service Mapping and ServiceWatchModules
• Performed integration between service watch and service now CMDB
• Made several enhancements to the portal based on the feedback received from users.
• Involved in designing the portal and showcasing it into a user friendly environment
• Customized Helsinki Service Portal and powered them using Angular JS and Jelly Scripting.
• Experience in Service Portal, Content Management System (CMS) on widgets, Sites and Layouts using UI Macros, Navigation Menus, UI Pages, UI Scripts.
• Worked on creating new request items for the service catalog
• Developed UI Appearance for Service Catalog Requests
• Development of SLA for the organizations. Implementation of ACL, Customized Service Catalog Management
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Created Record Producers, Order Guides and Catalog Client Scripts and Workflows.
• Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.
• Involve in migration between various environments in ServiceNow using update sets and import sets.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Customized Helsinki Service Portal and powered those using Angular JS and Jelly Scripting.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Experience working in ServiceNow versions Dublin, Eureka, Fuji, Geneva.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Strong experience in working on user interface applications and web applications using HTML/XHTML, CSS3, JavaScript, JQUERY, Bootstrap and XML.
• Responsible for participating in the support of the processes, tools, and methodologies to drive consistent IT Software Asset Management (SAM)
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Maintained the integrity of the ServiceNow tool across production and non-production environments. Involved in production support for all the ServiceNow related issues.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs. Designed and implemented new functionalities.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Experience implementing using Kingston

Environment: ServiceNow, JavaScript, HTML, CSS, Service Portal, AngularJS, Agile, JIRA, ALM, SharePoint, Jakarta, Kingston, Windows, Scrum.

Confidential, Bala Cynwyd, PA

ServiceNow Lead Developer

Responsibilities:

• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Implemented the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• ImportedSCCMdata intoServiceNowConfiguration Management Database using JDBC connection via Mid server.
• Responsible for the implementation ofServiceNowITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
• Updated relevant information withSCCMSQL server database
• Worked on development of Service catalog - catalog items, order guide, record producers, requirement fulfillment processes, designing workflows, and executionplans.
• Customized and created Knowledge bases and knowledge form, defined workflows, created new topics and categories.
• Experience with ServiceNow Discovery tool ServiceWatchto Discover and import CMDB items.
• Expert on ServiceNow Discovery Module, ServiceWatch, Business Service Mapping (BSM), VPN, LDAP, deploying Discoveries in a Multi-Data Center environment.
• Configured and Involved in the Service Mapping and ServiceWatchModules
• Performed integration between service watch and service now CMDB
• Made several enhancements to the portal based on the feedback received from users.
• Involved in designing the portal and showcasing it into a user friendly environment
• Experience in Service Portal, Content Management System (CMS) on widgets, Sites and Layouts using UI Macros, Navigation Menus, UI Pages, UI Scripts.
• Worked on creating new request items for the service catalog
• Developed UI Appearance for Service Catalog Requests
• Development of SLA for the organizations. Implementation of ACL, Customized Service Catalog Management
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Created Record Producers, Order Guides and Catalog Client Scripts and Workflows.
• Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.
• Involve in migration between various environments in ServiceNow using update sets and import sets.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Customized Helsinki Service Portal and powered them using Angular JS and Jelly Scripting.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Experience working in ServiceNow versions Dublin, Eureka, Fuji, Geneva.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Strong experience in working on user interface applications and web applications using HTML/XHTML, CSS3, JavaScript, JQUERY, Bootstrap and XML.
• Responsible for participating in the support of the processes, tools, and methodologies to drive consistent IT Software Asset Management (SAM)
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Maintained the integrity of the ServiceNow tool across production and non-production environments. Involved in production support for all the ServiceNow related issues.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs. Designed and implemented new functionalities.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Involved in upgrading version of ServiceNow from Fuji to Geneva with focus on Service Catalog and have knowledge with patches for same version.

Environment: ServiceNow, Incident and Problem Management, JavaScript, HTML, CSS, Service Portal, AngularJS, Agile, Windows, Scrum.

Confidential, New York

ServiceNow Admin/Developer

Responsibilities:

• Created Applications, Modules, Tables, and Columns as per the requirement specifications in ServiceNow.
• Customized the user interface of Problem Management and Change Management Applications ofServiceNowusing UI Policies and Client Scripts.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also Workflow has been created to support the Approval workflow and task assignment.
• Experience in using the Agile/Scrum methodology.
• Designing Technical Specs pre-development and updated post Development. Developed the business logic based on the requirement.
• Used Web applications CSS, JavaScript and jQuery.
• Proven experience of leading the design, development, and deployment of a large-scale custom ServiceNow applications, Developed around 15 different customer specific processes
• Provided analysis, design and development of incident management to support the company operations
• Hands-on experience in ServiceNow integrations using web services (SOAP/REST), SSO, LDAP and JDBC
• Experience in configuring email notifications in ServiceNow
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Worked on creating the UI pages to use them in catalog items using the UI Scripts
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules
• Regular interaction with the Process Owners and other Support teams for Incident resolution within agreed SLA.
• Regularly monitored the instances administration to make sure that all the instances are in sync with each other.
• Used Record Producers to create Incident and Change.
• Imported data using transform maps on weekly bases to manage the CI, Location, Asset data.
• Create and use update sets to move customizations between systems.
• Worked on CMDB and worked on DISCOVERY and set up mid servers and check for the connectivity.
• Developed preparation of systems, test criteria and control for upgrades, error correction and new functionalities.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.

Environment: ServiceNow, Asset Management, Incident Management, ITIL, HTML5, JavaScript, Jelly Script, Web Services, HTML, CSS, CMDB.

Confidential, Raleigh, NC

ServiceNow Developer/Admin

Responsibilities:

• Participate in the full SDLC Requirements Gathering, Analysis, design, coding, testing, training and operational support.
• Implement the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, third party software integrations, implementing new functionality, homepage customization.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Created schedules, reports and monitor performance of Service-Now.
• Service Catalog design and workflow design based on the approval and fulfillment process.
• Implement new workflows that use a variety of activities to understand how records are generated from workflows. Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Manage and coordinate activities during the overall ticket life cycle in Incident Problem and Change Management. Successfully implemented Knowledge Management process.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Jelly Script, HTML 5, and CSS.
• Used UI Macros to create pages as templates on the requirement.
• Worked with asset team in order to check for the data collected through discovery is accurate.
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
• Educating end users on the usage of servicenow applications like incidents, problem, changes and service catalogs.
• Creation of advanced workflows, new groups and adding users to the groups in servicenow.
• Created and moved update sets to different ServiceNow instances. Worked on UI customizations for forms, lists and UI actions.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Confidential

SQL Developer

Responsibilities:

• Create Stored Procedures, SQL Scripts for development and testing etc.
• Created Views to facilitate easy user interface implementation, and triggers on them facilitate consistent data entry into the database.
• Created databases and schema objects including tables, indexes and applied constraints, connected various applications to the database and written functions, stored procedures and triggers.
• Successfully deployed reports in various sources like XML, Web browser and PDF.
• Designed SSIS Packages to transfer data from flat files to SQL Server using Business Intelligence Development Studio.
• Extensively used SSIS 2008 transformations such as Lookup, Derived column, Data conversion, Aggregate, Conditional split, SQL task, Script task and Send Mail task etc.
• Performed Database Search and Query Strategy design, implementation, testing, and optimization.
• Performed Stored Procedures development and testing as well as Database Report design and implementation.
• Involved in creating multiple parameterized stored procedures, which were used by the reports to get the data.
• Designed complex SSAS solutions using multiple dimensions, perspectives, hierarchies, measures groups and KPIs to analyze performance of Strategic Business Units as well as corporate centers
• Designed Cubes with Star Schema using SQL Server Analysis Services 2008 (SSAS).
• Worked on formatting SSRS reports using the Global variables and expressions.
• Reports writing based on tickets submitted from front end people using SQL Server Reporting Services (SSRS).
• Generated matrix reports, chart reports and parameterized reports.
• Design, deployment, and maintenance of various SSRS Reports in SQL Server 2008.
• Using SSRS, creating well-formed reports and web-based reports for financial applications and transactions.

Environment: Windows 2000, SQL Server 7.0/2008, Enterprise Manager, SQL Profiler, Oracle DB