SUMMARY

• 8 years total experience and around 3+ years of experience with Servicenow application development; including creation and configuration of service catalogs, email notifications, user interfaces, workflows, data imports and exports, business rules driven user interfaces and attributes, and reports.
• Experience working in different Service now implementations handling multiple clients at the same time.
• Experience in Installation and Configuration of different modules of Service - now.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog, Knowledge management, SDLC Scrum, Project and Portfolio management and Reporting.
• Experience working on different versions of Service now: Aspen, Berlin, Calgary, Eureka.
• Design and develop ready-to-use standardized solutions and offerings.
• Develop and present Servicenow training material for classroom and web-based training across the organization.
• Leverage knowledge and experience to deliver end-to-end solutions for clients, which include architecting technical implementations of IT and business processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating the efforts of one or more teams.
• Proficient in designing and developing Service Catalog using best practices in development.
• Created Knowledge articles & mentored & trained business users & Helpdesk users on Service now platform.
• Participated in workshops with Service now partner teams to help companies implement Service now using best practices in ITSM.
• Deep functional and technical knowledge of the Service now platform as well as experience delivering medium to large-scale Service now implementations.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Development experience adhering with SDLC processes like Waterfall, Agile, Test Driven Development
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Leveraging knowledge 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 effort of administrators.
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, spring. Possess a strong coding experience using Core Java.

TECHNICAL SKILLS

ITIL: ITSM, Service now, JavaScript, HTML, CSS

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net

Java: JDK 1.6, Collections, Multithreading, Networking, J2EE ServletsJSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI

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

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

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

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office

PROFESSIONAL EXPERIENCE

Confidential, Birmingham, AL

Sr. ServiceNow Admin

Responsibilities:

• As a Sr. Admin to help the team to learn, plan, navigate, configure, build scripts and be an all round go to on-site resource.
• Understanding the requirements and designing the workflows.
• Integration of Telecommunication Request for Incident.
• Integration of General Ledger of University.
• Designing and Integration of Workflow Approval Maintenance.
• Work with the Service now team on the initial setup of the instance.
• Participate in the full SDLC: Requirements Gathering, Analysis, design, coding, testing, training and operational support.
• Implementation of Problem Management, Work with Process Owner and Project Manager to Negotiate through sensitive diplomatic areas of the project for Project redesign and definition.
• Work with core team members to ensure the project meets business needs.
• Manage process scope and change control.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Ensure resolution of issues escalated by the Process or Project Manager.
• Report concerns or issues to the process owner and process manager for escalation to the steering committee.
• Drive the requirements sessions by demo of the tool features for audience benefit and effective outcome
• Defined best practices and standards for coding, migration, and schedules.
• Support the release cycles including the packaging and migration of the update sets.

Environment: Platform: Windows, Service now (SaaS) - FUJI Release

Confidential, Palo Alto CA

Sr. Servicenow Developer/Admin

Responsibilities:

• Implemented, documented and maintained the Service-now platform to meet specific business needs to support ITIL and business processes.
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes.
• Customized new UI layouts for the defined modules.
• Management of the update sets for the release of the business customized solutions.
• Prepared requirement specifications and design documents.
• Optimized and Monitored system performance and provided system statistics and reports to the Business.
• Understanding the requirements and designing the workflows.
• Provide technical advice on complex programming.
• Develops test plans for to verify logic of new or modified programs.
• Load, manipulate, and maintain data between service now and other systems.
• Conducts quality assurance activities such as peer reviews.
• Create appropriate documentation in work assignments such as program code, and technical documentation.
• Work with IT managers to generate views and reports as needed.
• Remains abreast of industry technical trend and new developments to maintain current skills and remain current with industry standards.

Environment: Platform: Windows, Service now (SaaS) - Eureka Release

Confidential, TX

Servicenow Developer

Responsibilities:

• Working with process owners and business stakeholders to translate business requirements into functional requirements within Servicenow.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, Access Lists.
• Worked on Report, dashboard designing.
• Assists users system support related to issues.
• Develops test plans and quality assurance strategies.
• Learn and maintain existing program and data structure for existing Servicenow system.
• Gather and analyze information for developing and modifying information systems.
• Responsible for advanced designing, implementing, testing, and deploying solutions using current, best practice software engineering and ITIL methods.
• Create and monitor performance metrics.
• Provides superior customer service to all customers, both internal and external.
• Updates to configuration sets in accordance with company policy.
• Prepares documentation for all components of systems as well as user documentation.

Environment: Platform: Windows, Service now (SaaS) - Berlin, Calgary

Confidential, Seattle, WA

Servicenow developer

Responsibilities:

• Design, configure and Implement Servicenow components to meet specific business needs to support ITIL and business processes that are simple, intuitive and easy to use, allowing customers to extend and customize.
• Implemented, documented and maintained the Service-now platform to meet specific business needs to support ITIL and business processes.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within Service now such as our users, locations, configuration items, service catalog items.
• Application UI Configuration
• Development of requirement integration components (SSO, LDAP, SOAP)
• Converted the Service Catalog into a fully functional website using Content Management module.
• Design and Configuration of workflows
• Configuration of Email Notification to alert users on Servicenow activities.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Environment: Platform: Windows, Service now (SaaS) - Aspen.

Confidential

Java Developer

Responsibilities:

• Involved in the requirement analysis, design, and development of the new NCP project.
• Involved in developing JSP pages for Credit Card pages.
• Involved in implementing business logic and data base connectivity.
• Part of Client side installation and configuration of project.
• Server side interaction was developed using Web services and exposed to the web using JSON and JQuery.
• Developed the web layer using Struts 1.2.
• Used Validator framework of the Struts for client side and server side validation.
• The UI was designed using JSP, Velocity template, JavaScript, CSS, JQuery and JSON.
• Enhanced the FAS system using struts MVC and iBatis.
• Involved in developing web services using Apache XFire & integrated with action mappings.
• Developed Velocity templates for the various user interactive forms that triggers email to alias. Such forms largely reduced the amount of manual work involved and were highly appreciated.
• Used Internalization, Localizations, tiles and tag libraries to accommodate for different locations.
• Used JAXP for parsing & JAXB for binding.
• Co-ordinate Application testing with the help of testing team.
• Involved in writing services to write core logic for business processes.
• Involved in writing database queries, stored procedures, functions etc
• Deployed EJB Components on Web Logic, Used JDBC API for interaction with Oracle DB.
• Involved in Transformations using XSLT to prepare HTML pages from xml files.
• Enhanced Ant Scripts to build and deploy applications
• Involved in Unit Testing, code review for the various enhancements
• Followed coding guide lines while developing workflows.
• Effectively managed the quality deliverables to meet deadlines.
• Involved in end to end implementation of the application.

Environment: Java 1.4, J2EE (EJB, JSP/Servlets, JDBC, XML), Day CMS, XML, MyEclipse, Tomcat, Resin, Struts, iBatis, Web logic App server, Json, Jquery, Ant, SVN

Confidential

Java Developer

Responsibilities:

• Study and analyze the business process flow and existing system.
• Identified the areas of improvement and the scope of enhancements in the system.
• Upgraded this application from application wise storage to Lever-wise storage for better relation and feasibility with client.
• Developed various Servlets and Java Interfaces as part of the integration and process flow required for the system.
• Created a loosely couple component model to give the better flexibility to handle frequent business changes.
• Participated in design discussions and object model development workshop sessions for different lines of business.
• Involved in developing Use Case, Class, Sequence & Components Diagrams as part of documentation.
• Performed unit testing, and comprehensive scenario testing for the modules I worked on.

Environment: Java, Servlets, JSP, JavaScript, HTML, XML, JDBC, Oracle 9i