SUMMARY

• Over 19 years of IT Experience.
• Experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts in ServiceNow.
• Experience on various ServiceNow customizations as per client's requirement.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by teh client.
• Managed roles and permissions, group creations, ACL’s, User Interfaces, and Service Level Agreements for corporate wide ServiceNow instance.
• Experience in working on teh ITIL Process Configuration like Incident, Problem, Change Management, Knowledge Management and Reporting in ServiceNow.
• Experience in designing, developing, Configure, customizing & administrating ITSM suite of applications.
• Expertise in Design and developing custom applications in ServiceNow and utilize its potential in PaaS (Platform - as-a-Service).
• Experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow.
• Good understanding of Asset Management, CMDB, Service level Agreement.
• Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB.
• Hands on experience in web development using HTML, JavaScript, Angular JS, Jelly and CSS.
• Worked on Business Service Mapping and Service Watch.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Functional knowledge and implementation experience of ITSM frameworks.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Good Knowledge of ADDM Discovery Tool.

TECHNICAL SKILLS

ITSM Tools: ServiceNow (Eureka, Geneva, Helsinki, Kingston, Jakarta, London, Madrid & New York, Remedy ARS (8.x/7.x/6.x/5.x)

Programming Languages: PL/SQL, SQL*Plus, HTML

Databases: MS SQL Server, Oracle 11g, MySQL

Reporting Tools: Crystal Reports 8.x/7.x

Operating systems: Windows, Linux, UNIX Solaris 5.10

Web Servers: Tomcat, Web Logic, JBoss, Apache, HTML, XML and Soap

PROFESSIONAL EXPERIENCE

Confidential, Camden - NJ

ServiceNow ITSM/ITOM Developer

Responsibilities:

• Experience on technical implementation of various ServiceNow modules like Change Management, Incident Management, Problem Management, and Configuration Management.
• Developed Service Catalog items based on teh requirement provided by teh stakeholders.
• Worked on CMDB and Asset Management in providing better scope of understanding on teh inbound and outbound of assets.
• Good understanding of ServiceNow customization & custom development of forms, fields and workflows.
• Developed business requirements and technical design documents for implementing ServiceNow.
• Worked from basic Asset inventory identification through CMDB formation, clean up, classification and configuration management using discovery tool.
• Developed Service Mapping to define business services, troubleshoot teh discovery and mapping process as well as create new discovery patterns.
• Developed Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.
• Created PA dashboard for all modules includes Incident, Problem, Change, ITSR and HR Case.
• Extensively used PA dashboards by creating Indicator, Indicator Sources, Breakdown & Breakdown Sources, applied various widgets which is related to time series, score card, breakdown, interactive filters.
• Created scripted includes, Business rules (server-side code) and also modified OOB ones.
• Loaded Assets and Configuration Items, Created relationships between CI and Assets.
• Worked on Discovery to update computer related information on regular basis.
• Involved in ServiceNow integration with Splunk.
• Responsible for documenting requirements, workflows and implementing workflows for Incident, Service Requests, Problem and Change Management migration project to ServiceNow.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Used data sources to migrate teh data from excel sheets to Service-Now through transform maps.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow. Developed reports as per requirements from management.

Environment: ServiceNow (Madrid & New York) Release of Service Now Tool, JavaScript.

Confidential, Charlotte NC

ServiceNow Developer

Responsibilities:

• A ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Problem Management with extensive knowledge on Content Management System.
• Worked within a team of ITSM process managers to implement and support all ServiceNow ITSM modules.
• Involved in configuring teh Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions and UI Policies in teh ServiceNow.
• Hands on experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes.
• Knowledge on setting up teh Change Management along with advanced customizations for Risk Assessment Calculator (on a script include level).
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC and ODBC.
• Developed and managed tests application code, user interface and third-party integration components using prescribed application development guidelines.
• Experience in teh development and customization of Service Catalog Items and Workflows.
• Involved in ServiceNow integration with (x)Matters for manage incidents and keep teh support groups notified.
• Excellent knowledge on setting up teh Change Management along with advanced customizations for Risk Assessment Calculator (on a script include level).
• Worked closely with business analysis, project managers and process owners to develop solutions and can translate business requirements into technical specifications.
• In-depth knowledge about Direct Web service API of ServiceNow, SOAP and WSDL. Extensively worked with REST GET and POST using basic HTTP Authentication.
• Experienced in teh SDLC, deploying new applications/modules and controlled code migration from non-production to production environment.
• Set up teh SLA for teh various ITIL processes as per teh requirement.
• Worked on integrating ServiceNow with external SOAP and REST based web services.

Environment: Fuji, Geneva & Helsinki Release of Service Now Tool, JavaScript.

Confidential, Houston TX

ServiceNow Developer/ Admin

Responsibilities:

• Personalizing teh demand forms, creating new workflows, and configuring teh existing application according to teh requirement.
• Configuring and Customizing all aspects of service now- UI Actions, UI policy, UI pages, Business Rules, Client Scripts, catalog client scripts, Catalog UI policies, Email Scripts, Scripted Web services, Rest and SOAP Web services.
• Worked with teh process owners and architects to define requirements and created well written user stories dat meet teh criteria using agile methodology.
• Developed/Built number of service Catalog Items and request Workflow design and configuration for teh client to replace their numerous paper forms.
• Enhancement and Development on Incident and Problem Management requirements and developed teh system according to client requirements and needs.
• Developed a New service portal and configured teh same according to teh client according to teh requirements.
• Building and maintaining Knowledge Management system.
• Manage Update set Migrations between teh Environments.
• Support regular processes transactions, and system exports and Imports.
• Following best practice for documenting all development work using ServiceNow SDLC/SCRUM application for organizing update sets, stories, and tasks; 95% of all work completed will has analysis, coding, and testing tasks clearly defined and documented in Stories.
• Used Net Impact Strategies Service Now Partner Instance as sandbox.
• Extensively worked on teh development items and testing them time to time.
• Attending weekly status meetings, weekly Integrator synch meeting, daily scrum calls to update teh progress of teh work
• Worked on a new requirement - PCO requests
• Created workflows for different stages of approval process.

Environment: ServiceNow (Madrid & New York) Release of Service Now Tool, JavaScript.

Confidential, Reston VA

ServiceNow Developer

Responsibilities:

• Extensively implemented ServiceNow process for Incident Management, Problem Management, Change Management, Service Catalog and configuration management.
• Customized and created workflows for changes, Knowledge Management and for service catalog items.
• Working as a Developer to in corporate teh requirements in teh ServiceNow tool in an optimal way.
• Built various UI macros, Client Scripts, Business Rules, Script Includes, UI scripts to manage various requirements under Change & Release modules and Service Catalog items.
• Successfully managed and developed large­scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.
• Involved in various Cloning activities across various ServiceNow instances.
• Followed Agile Methods and daily Scrums to track teh progress of teh project and to make any scope creeps in teh project.
• Implemented bi-directional integration with VMware to provision Linux, Apache and WebLogic (New and Existing Virtual Machine).
• Created Order Guide & Catalog items for Auto Provisioning of VM’s and generated related tasks using workflows.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Auto creation of Incident, Catalog request based on inbound email action.
• Installed OTB teh plug-ins and customize ServiceNow integration with JIRA, SCCM & (x) Matters tools.
• Created teh custom widgets on Service Portal using Angular JS, HTML5, CSS.
• TAM junction setup for Apache connectivity through REST call integration.
• Migrated from CMS to Service Portal, worked on teh pages, themes & widgets using Angular JS, JavaScript, HTML5 & CSS3.
• Worked on Business rules, Script Includes, Catalog Client Scripts, Catalog UI Policies, Catalog UI Actions to manage various requirements under Service Catalog items.
• Responsible for teh Identification of new data sources and data attributes based on CMDB deliverables.
• Used CDI application to import teh ADDM data into CMDB classes and relationship classes.
• Created new attributes on Application, Server and Database classes as requested.
• Using CDI application datasets in CMDB and used reconciliation to identify compare and merge datasets from external data sources into CMDB.

Environment: ServiceNow (Fuji & Geneva Release of Service Now Tool, JavaScript, Angular JS, HTML5, CSS.

Confidential, Alexandria VA

Lead Remedy Consultant (SME)

Responsibilities:

• Mentor to junior team members with teh assistance of PM.
• Responsible for GAP Analysis, Design and alternative analysis.
• Configured Server Groups for ITSM 7.6, ARS 7.6.04 and AIE.
• Involved In configuration of Software and Hardware Load Balancer.
• Configured ITSM 7.6(Incident, Problem, Change and Asset Management), Midtier, AIE, LDAP, Kinetic Survey.
• Installed and Configured Analytics and Dashboards
• Created Reports using Business Objects
• Configured and imported Asset, Change, Incident, Problem Management and foundation, Purchase Order data.
• Configured and Created Service Targets (SVT’s), Milestones for Incidents using SLM.
• Involved in Business requirement gathering and totally responsible for Technical design, development, unit testing and migration.
• Configured Custom Approval process for Change Management
• Created staging forms to import purchase order Data.
• Involved in GAP Analysis between 7.6.04 and 6.3
• Involved in integration between CMDB and Current Asset Management 6.3
• Involved in building relationships between CI’s, People, Locations, Licenses and contracts.
• Used Reconciliation to identify, compare and merge datasets from external data sources into CMDB
• Customized OOTB Incident, Change and Asset Management.
• Involved in applying patches and troubleshooting of ARS server.
• Responsible for ARS system administration and Production support

Environment: CMDB 7.6.04, ITSM 7.6.04, ARS 7.6 running on Linux using Oracle 11g databases

Confidential, Reston VA

Lead BMC Remedy Developer/Admin

Responsibilities:

• Installed ARS 7.6, ITSM 7.6(Incident, Problem, Change and Asset Management), Midtier, CMDB, SRM, SLM, AIE in 15 servers.
• Installed and Configured two integration servers for Web services and AI
• Installed and Configured Analytics and Dashboards for Reporting
• Configured ITSM 7.6(Asset Management), Midtier, AIE, LDAP, Seamless Connecter in Server Group Environment.
• Configured and imported foundation data and software licenses data.
• Created staging forms to import purchase order Data.
• Involved in integration between CMDB and ITBM, ADDM, SCCM, Asset Tracking, Nlyte, People Soft
• Involved in building relationships between CI’s, People, Locations, Licenses and contracts for ITAM
• Used Reconciliation to identify, compare and merge datasets from external data sources into CMDB
• Configured and Created Service Targets (SVT’s) using SLM

Environment: CMDB 7.6.04, ITSM 7.6.04, ARS 7.6 running on Linux using Oracle 11g database

Confidential, Baltimore MD

Senior BMC Remedy Consultant

Responsibilities:

• Involved in upgradation of ITSM 6.3 to ITSM 7.6
• Integrated Blade Logic (Marimba) and CMDB
• Installed ARS 7.5, ITSM 7.6, Midtier, CMDB, SLM, AIE and SRM.
• Configured ITSM 7.6(Asset Management), Midtier, AIE and LDAP.
• Configured and imported foundation data
• Involved in integration between CMDB and ITBM, SCCM, Asset Tracking
• Created Reconciliation jobs to identify, compare and merge Asset data from external sources into CMDB

Environment: CMDB 7.6, ITSM 7.6, ARS 7.5 running on Windows using SQL Server database

Confidential, Rockville MD

Senior BMC Remedy Developer/Admin

Responsibilities:

• Involved in Requirement gathering, Design, Installation, and Customization of Incident Management, Change Management, Task Management and SLM as per Requirements.
• Involved in Configuration of ITSM 7.x.
• Created staging forms for foundation data.
• Created almost 80 Service Targets Using SLM.
• Involved in integration with IVR, postal lease and pin data base using web services.
• Involved in migration of data from existing system CSS 5.6 to ITSM 7.x.
• Involved in migration of ITSM 7.x from windows to Solaris environment.

Environment: CMDB 2.x, ITSM 7.x, ARS 7.x running on Solaris using Oracle database.