SUMMARY

• Around 5 Years of extensive IT experience in SDLC phases, including requirement analysis gathering, design, develop, test and implement Enterprise Level Applications as per ITIL standards on ITSM platforms.
• Applying business technology expertise to identify, design, and deploy enhanced process and technology solutions supporting operational requirements and strategic initiatives.
• Expertise in architectural design, development, and implementation of applications for various business areas like government, trading, banking, financial, health, Insurance, Auditing, inventory management and other industries.
• Experience working on SaaS (Software as a Service) based tools (Service Now), wif focus on implementing ITIL processes.
• Integration of External Third - party tools, Groups, Roles, ACLs, Incident, Problem, Change, Knowledge and Request Management. Alongside wif Scripting and Customizing Workflows, Business Rules, Client Scripts, UI Policies, and Script Includes.
• Experience in working on ServiceNow Dublin, Geneva, and Helsinki and Istanbul versions.
• Tremendous problem solving and troubleshooting skills, leadership qualities, strong analytical, organizational, multitasking, execution skills and presentation skills wif teh ability to coordinate activities and interact wif end users in a fast-paced team environment and ensure delivery wifin teh time frame.
• Leveraging knowledge and experience to deliver end-to-end methodologies wifin Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing wif vendors and management, and coordinating teh effort of administrators.

TECHNICAL SKILLS

ITIL: ITSM, Service Now, JavaScript, HTML, CSS.

Programming Languages: C++, Java, JEE, Java Script and SQL, PL/SQL.

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Applications: Service Now, HPOO, HP SA, HPCSA, BMC Orchestrator, SOAPUI and Eclipse IDE

Databases: Oracle 10g, MySQL

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

IDE: Eclipse, Net Beans, TOAD

Web Technologies: Angular JS, HTML, CSS3, Bootstrap, XML and JSP

PROFESSIONAL EXPERIENCE

Confidential, Dallas,TX

ServiceNow Developer/ ServiceNow Admin

Responsibilities:

• Hands-on experience working on SaaS (Software as a Service) based tools (Service Now), wif focus on implementing ITIL processes.
• Implementing Service Catalog, Incident Management, & Change Management wif extensive knowledge of Content Management System.
• Integrating Service catalog module wif "Trello" dashboard document tool using Web Services and fixing teh issues, which come up while teh tools are getting interacted.
• Responsible for building scalable, TEMPeffective solutions both in ServiceNow and through interfaces to other third-party tools.
• Successful oversight of several ServiceNow implementations including upgrades to Geneva and Helsinki.
• Worked on huge Workflow design for onboarding and off-boarding of a partner/ employee/Contractor based on teh requirements provided by teh teams.
• Responsible for TEMPeffectively implementing ServiceNow Enterprise level Applications as per Business requirements for ITOM/ITSM processes.
• Involved in Requirements gathering, Designing, Development and Implementation of CMS.
• Good experience in Create Web services (Inbound) (SOAP Message and REST Message), Publish and Provide Security Access to external systems using ServiceNow and Data power. Consuming Secure Web service (Outbound) using ServiceNow.
• Experience in Implementation of Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Very good experience in UI development experience wifin ServiceNow working wif JavaScript, Glide Script, UI Policy, HTML5 and CSS3 and applying Business Rules.
• Worked wif Apache Jelly to create various kinds of UI pages and UI Macro templates.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.
• Creating roles dat provide selective access to Service Now and then assigning these roles when teh user needs to access a functionality. dis helped alot in maintaining privacy between users and teh system.
• Customized various Business Rules, Client Script, Script includes, UI Actions, UI Policies, UI Actions.
• Created Update Sets to migrate customizations from one instance to another instance.
• Configured SMTP and POP3 standard Email configurations in teh ServiceNow instance, along wif setting up Email Templates and Email Notifications.
• Responsible to document and maintain all requirements, implementations and approved ServiceNow processes.

Confidential, Irvine,CA

ServiceNow Developer/ ServiceNow Admin

Responsibilities:

• Implementation, Customization, and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Working wif process owners and business stakeholders to translate business requirements into functional requirements wifin ServiceNow and proposing resolution and design suggestions
• Facilitating rollout of new applications and modules.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations dat require modification of UI Pages/Macros.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held wifin Service Now such as our users, locations, configuration items and Service catalog items.
• Use business analysis skills to directly interface wif customers to design and build applications dat meet business goals and objectives.
• Utilized Java Scripting to deliver solutions dat automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Teh developed new user interface for Help Desk Team.
• Involved in working wif process owners to develop workflow, implement teh workflows in Service Applications and administer teh tools and enhanced requests by javascript.
• Performing quality assurance testing and user acceptance testing.
• Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change Service Now modules.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Responsible for preparing design level, program-level and user-level documentation.
• Creation of Ordered Guides.
• Supported teams responsible for teh implementation and administration of teh ServiceNow installation, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing and user acceptance testing.

Confidential

ServiceNow Developer/ ServiceNow Admin

Responsibilities:

• Responsible for providing daily support for all business applications used by Deutsche on teh ServiceNow platform.
• Worked on various ITIL modules of ServiceNow like Incident management, Change management, and Problem management.
• Performing core configuration tasks.
• Activating plugins.
• Assist wif Service Now system upgrades.
• Assisting in troubleshooting patch/release management issues.
• Add users, groups, and roles.
• Manage data wif tables, teh configuration management database (CMDB), import sets and update sets.
• Create a Triggered Survey to send new Survey after every incident.
• Work wif key process applications such as Knowledge Base and Service Now Service Catalog.
• Create workflow activities and approvals.
• Configure alerts and notifications.
• Perform upgrades and view/monitor history and status.
• Create baseline performance metrics.
• Customized various Business Rules, Client Script, Script includes, UI Actions, UI Policies, UI Actions.
• Created Update sets to migrate customizations from one instance to another instance.
• Configured SMTP and POP3 standard Email configurations in teh ServiceNow instance, along wif setting up Email Templates and Email Notifications.
• Developed Scheduled Reports as per business requirements from management.