SUMMARY

• 6+ Years of IT experience in Software Design, Development, Analysis, Testing and Implementation.
• 5+ years of Service Now experience worked with Fuji, Dublin, Geneva, and Eureka, Helsinki with a strong emphasis on supporting teh ITSM application, understanding customer requirement and implementing solutions using teh noledge in ITSM tool and ITIL processes.
• End to End Development and Customization of Incident/Problem and Change management applications per ITIL and INVESCO’s processes and policies.
• Hands Experience on Business Rules, Client Scripts, Schedule Jobs, UI Actions, UI Polices.
• A Service Now Technology Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive noledge on Content Management System.
• Have good experience with a Business Analyst in Service Now implementations.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for Service Now enhancements.
• Excellent noledge of developing web services and relational databases.
• Participated in workshops with Service Now partner teams to halp companies implement Service Now using best practices in ITSM.
• Create an access control rule (ACL). Use of scripting tools and Service Now functionality to create a script to automate routine tasks being done in Service Now.
• Hands on experience in using troubleshooting skills like wire shark and trace route.
• Design and engineer solutions leveraging all appropriate components offered by Service Now to answer teh needs for business workflows, ticketing or other ITSM requirements.
• Developing JavaScript to implement additional features, customizations and enable teh process flow.
• Experience on CMDB, Discovery, and Integration with other external modules.
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Worked on DISCOVERY and set up MID servers and check for teh connectivity.
• Strong skill set in teh Service Now suite development including SOAP/REST integration.
• Web services, Discovery, Workflow, and CMDB. Implemented of Discovery from scratch, by installing MID Servers on remote desktops. Configure Service Now tool for teh defined processes. Design and develop scripts for any customization required. Supporting Power Shell scripting in workflows.
• Worked on Agile method environment and implemented teh changes required by teh business owners on a regular basis.
• Strong team player, teh ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.
• Functional noledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Leveraging noledge and experience to deliver end-to- end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating teh effort of administrators.
• Hands-on experience in designing and developing Optimization UI screens for Rate Structure, Operating Cost, Temperature and Predicted loads using JSF my faces, JSP, JavaScript, and HTML.
• Experienced in Creating combined deployment descriptors using XML for all teh session and entity beans.
• Knowledge in implementing PPM.
• Leveraging noledge and experience to deliver end-to- end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating teh effort of administrators.
• Knowledge and experience with report delivery methodologies, analytic modeling, and data visualizations for Key Performance Indicator, scorecards, and process flows.
• Knowledge about Business Objects Security Model and experience with Business Objects Security Implementation.
• Knowledge in Crystal Reports and Crystal Xcelsius (Dashboards).

TECHNICAL SKILLS

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

Programming Languages: C, C++, Java, SQL, PL/SQL, HiveQL.

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files, and Streams, JDBC Servlets, JSP, JSTL, Ajax, EJB.

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

Databases: Oracle 10g, MySQL.

Database Tools: SQL Client, TOAD, SQL Developer.

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

IDE: Eclipse, Net Beans, TOAD.

Version Control Tools: CVS, SVN.

Business Intelligence Tools: Business Objects 6.5.1/XI R2/XI R3, Web Intelligence 2/2.5/2.6/2.7 , Crystal Xcelsius, Crystal Reports.

PROFESSIONAL EXPERIENCE

Confidential, Chicago, IL

Service Now Developer

Responsibilities:

• Developed Service Catalog items based on teh requirement.
• Developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Maintained teh Configuration Items and modified teh forms and form Sections.
• Experience in Web Services, Rest, SOAP, WSDL.
• Developed reports as per requirements from management.
• Configured GRC Email notifications to assignees set for 30/ 60/90 day reminders and due date reminder, date change reminder for remediation generated through observation /audit and control test.
• Defined and configured DISCOVERY schedules, worked on DISCOVERY, set up mid servers and check for teh connectivity.
• Strong working noledge of various ServiceNow components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility and Service Request Management.
• Worked on Discovery tool and set up mid servers and check for teh connectivity, expertise in troubleshootingDiscovery tool.
• Worked on various modules of Service Now like Incident Management, Change Management, and Problem Management, Service Catalog, User Administration, Reporting.
• Strong experience in customizing teh form design and form layout for various forms in teh ITIL Process like Incident, Problem and Change management in Service Now.
• Manages users, groups, and roles.
• Worked with Windows team, a network team and Asset Management team to check for teh data collected through discovery is accurate.
• Experience on Glide and Jelly Scripting, JavaScript, HTML, XML, AJAX. Done integration with 3rd party tools using (web services, SOAP, email, MID server).
• Worked on Asset Management and loaded teh data into it.
• Configured multiple forms for Asset Management module using Configuration Management Database.
• Created transform maps both automatic fieldmappingand scripting.
• Experience in working with UAT tool for testing teh developed application.
• Built integrations between existing Retail toolsets and Service Now to drive efficiency for teh Service Desk, Retail, and Deployment teams
• Worked on Email Notification, Reports and Database views.
• Manages data with Tables, teh CMDB, Import Sets, and Update Sets.
• Expert in writing detail system use cases, developing business test cases, and working with QA teams during testing phase theirby facilitating acceptance testing with stakeholders and businessusers.
• Provided support for teh HR case management form and customized its workflow upon few changes in teh company infrastructure.
• Integrated HR case management with work day to keep employee information in sync with existing organization work day solution.
• Worked on CMDB, Asset Management, and Software Asset Management.
• Performed Data migration to import data from other applications and external databases, and SCCM.
• Worked on end to end implementation of various third-party monitoring tool Integrations, Supported teh team with teh workflow of teh integrations.
• Designed and delivered technical methodologies around teh Service Now platform.
• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured teh ServiceNow platform.
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
• Implemented Project Portfolio Management.
• Performs migration activities (Dev to Stage, Stage to Prod).

Environment: SERVICENOW(Dublin, Fuji, Helsinki), JavaScript, Java, Html, CMDB, CSS, Glide Script, Web Services.

Confidential, Michigan, MI

Service Now Developer

Responsibilities:

• Worked on AWS Cloud Watch integration with Service Now. It is created an incident in Service Now.
• Hands Experience on monitoring tool with Service Now integration.
• Manages data with Tables, teh CMDB, Import Sets, and Update Sets.
• Worked on integrating CA performance with teh Service Now using webservices.
• Business Requirements gathering from teh Stakeholders and documented teh requirements
• Experience in working on teh ITIL process configuration, Change Management system.
• Used Power shell scripting language for customizing teh existing workflows.
• Created event binding rules to monitor incoming events.
• Created Inbound Email Integrations for teh creation of Service Requests and Incidents for event management.
• Worked on Pager Duty integration. Pager Dutyprovides alerting, on-call scheduling, escalation policies and incident tracking to increase uptime of our apps, servers, websites, and databases.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Develop and manage application code, user interface, and third-party integration components.
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes.
• Responsible for teh design, development, and implementation ofmappings/transformations based on source-to-target specifications.
• Functional noledge experience and implementation experience of ITSM frameworks, Service WatchandServiceMapping.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Setup MID Server used by Discovery and troubleshooting problems with teh tool configurations. Worked on Configuring rules, monitors and management packs in SCOM.
• Used data sources to migrate teh data from excel sheets to ServiceNow through transform maps.
• Worked on integration using SOAP / WSDL / RESTFUL.
• Performs core configuration tasks including system policies, business rules, and client scripts.
• Strong noledge of teh server side scripting Business rules and Script Includes.
• Worked on Inbound Email actions.
• Worked on Email Notification, Email Templates, and Email scripts.
• On requirement provided solutions to teh Asset Management team in re-building teh workflow for in and out of an asset.

Environment: SERVICE NOW (Eureka, Dublin), Java Script, HTML, CMDB, CSS, Jelly etc.

Confidential, Milwaukee, WI

Service Now Developer

Responsibilities:

• On requirement provided solutions to teh Asset Management team in re-building teh workflow for in and out of an asset.
• Used data sources to migrate teh data from excel sheets to Service Now through transform maps.
• Worked on integration using SOAP / WSDL / RESTFUL.
• Worked on huge Workflow design for onboarding and off-boarding of a partner/ employee/Contractor based on teh requirements provided by teh teams.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Worked on Discovery to relocate teh devices that were irregularly managed and found a solution in resolving teh issues with using teh discovery tool for a better use.
• Worked on teh latest release EUREKA /Fuji which is teh advanced release and discovered Service Now upgrades.
• Involved in LDAP integration with Service Now for obtaining users and groups.
• Worked on DISCOVERY and set up mid servers and check for teh connectivity.
• Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together teh teams to provide their valuable suggestions and making it easy to understand teh new release.
• Provided analysis, design and development of Service Now trouble ticketing and incident management and change management systems to support teh company’s technical operations
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Interface extensively with all areas of teh organization including Operations and Development.
• Created schedules, reports and monitor performance of Service Now.
• Documented all implementations and best practices defined by teh team.
• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of teh Service Now Tool Maintain business services and configuration item relationships in Service Now tool.
• Manages users, groups, and roles.
• Performs core configuration tasks including system policies, business rules, and client scripts.
• Managed data with Tables, teh CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Performed migration activities (Dev to QA, QA to Prod).
• Developed and improved user systems procedures, and prepared systems documentation.

Environment: SERVICENOW(Eureka,Fuji,Geneva),JavaScript, Html, CMDB.

Confidential

SQL Developer

Responsibilities:

• Hospital Management System (HMS)
• Solely responsible for all RDBMS tasks related to this project that includes requirement analysis, converting logical model to physical model, implementation, data loading, testing and maintenance.
• Created Store procedures, functions, views and triggers to meet business requirements.
• Providing test data and script with all possible scenarios for testing team.
• Fine-tuned PL/SQL for better performance.
• Provided technical support SQL scripts.
• Maintaining SQL scripts to deploy across different environments.
• Worked with client directly to understand and fix teh issues faster.

Environment: SQL Server 2005, Business Intelligence Development Studio (BIDS), SSRS, SSIS, Windows 2005.