SUMMARY

• Over 7 years of experience in IT with over 4 years of expertise on ServiceNow Development, Maintenance and Administration.
• Highly proficient in Configuring workflow editors, Business Services, Service Catalog configuration, SLAs
• Experience managing process, technology and IT service management tooling solutions, ITIL processes, customizing and configuration ITSM tools including ServiceNow and BMC remedy
• Experience in performing end - user interviews, training sessions and coordinating User Acceptance Testing.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Expertise in importing and exporting data in Service Now.
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration.
• Service-Now Administration and Production support including maintenance of lower life cycle instances
• Expertise in Client-Server application development using Oracle 11g/10g/9i/8i, PL/SQL, SQL *PLUS, TOAD and SQL*LOADER

TECHNICAL SKILLS

Operating System: Linux, Unix, Windows, Mac.

Languages: SQL, Pl/SQL, HTML, CSS, XML

Databases: Oracle 10g/11g, DB2

Tools: Servicenow Dublin/Eureka/Fuji, SQL Developer, SQL Loader, MS Office, TOAD, Crystal reports, ERwin

PROFESSIONAL EXPERIENCE

Confidential, El Segundo, CA

ServiceNow Developer/Admin

Responsibilities:

• Analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Developed solutions in the service-now platform that are ITIL V3 compliant and defined business solutions for ITIL users.
• Designed and implemented new functionality using UI Policies and Data Policy.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Designing the Content Management System for Varian system which involved CSS and service catalog work.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Has been part of end user self-service portal management.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Generating weekly reports and metrics for IT management.
• Configured metrics for indicating KPI of the Industry in different measure.
• Created many standard workflows which are being re-used and propagated.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Maintain the integrity of the service-now tool across production and non-production environments.
• Provide training on service-now process, operations and capability to all required teams.
• Involved in production support for all the Service-Now related issues.
• Integrated Twilio with ServiceNow for Voice Alert Notification using REST API.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Integrated Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Environment: ServiceNow Eureka/Dublin, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX.

Confidential, San Diego, CA

Servicenow Developer/Admin

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per requirements.
• Worked on Creating various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes
• Involved in Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in ServiceNow.
• Involved in production support for all the Service-Now
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Maintain the integrity of the service-now tool across production and non-production environments.

Environment: ServiceNow Fuji/Eureka, Windows 7/8, Sql*Loader, Export & Import

Confidential, PLEASANTON, CA

Service Now Developer

Responsibilities:

• Implemented Incident, Problem, Change management and Service Catalog in Phase-1.
• Designed and delivered technical methodologies around the Service Now platform.
• Gathered requirement from stakeholders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Worked on Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.

Environment: Servicenow, sqlp*Loader, import/export

Confidential - New York, NY

PL/SQL/Report Developer

Responsibilities:

• Coordinate with the application team to provide them with the necessary Stored Procedures, functions and packages (Stored Procedures, Functions, Cursors, Ref cursor) and the necessary insight into the data.
• Resolved functional issues in business processes through enhancements.
• Converted business logics to logical and then physical design of database systems.
• Performed tuning and optimization on SQL queries using analyze, explain plan, TKPROF utility, SQL Trace and optimizer hints.
• Extensively used SQL*Loader to load data from flat files obtained from various facilities every day.
• Generated server side PL/SQL scripts for data manipulation and validation and created various materialized views, global temporary table.
• Generated scripts for creation of new database objects like tables, views, sequences, functions, synonyms, indexes, triggers, packages, Stored Procedures, roles and granting privileges.
• Handled PL/SQL compile-time, runtime errors, and debugging Stored Procedure for business logic modification, granting and revoking Schema Object privileges and roles, responding to system events through triggers.
• Used nested tables, varrays/associative arrays, string indexed, nested collections; wrote PL/SQL programs using collections and compared associative arrays to collections.
• Developed automated Korn Shell Scripts to schedule the load of flat files on daily, weekly and monthly basis.
• Responsible for gathering the requirements for creating data models for data analysis and reporting.
• Developed cross tab reports, sub reports by using Crystal Reports version XI.
• Performed integration testing for checking complete functionality of various modules.
• Participated in daily status meeting to report any bugs, issues and risks.
• Provided 24*7 production supports for complex modules.

Environment: Oracle 11g, SQL*Loader, TOAD, PL/SQL, SQL*Plus, ERwin, Crystal Reports XI, UNIX, ClearCase (Version Control), ClearQuest, Windows 2000/XP.

Confidential

Oracle PL/SQL Developer

Responsibilities:

• Created PL/SQL Stored Procedures, Functions, Triggers and Packages to transfer the data from the intermediary database to the main database using DB Links.
• Designed and developed Risk engine rules to accept inputs and validate the input through defined set of rules and generate the output using PL/SQL procedures.
• Created automated jobs using UNIX Shell scripts to run all the SQL files in a directory by invoking SQL *Plus.
• Extensively used Cursors, User-defined Object types, Records, and Tables in PL/SQL Programming for generating worksheets.
• Worked with DBA to implement compression on Database tables.
• Worked with DBA to set up Oracle Streams that stream data from OLTP to DWH database.
• Monitoring Autosys jobs in QA, DEV and production.
• Used Exception Handling extensively to debug and display the error messages in the application.
• Involved extensively in Tuning SQL queries and PLSQL scripts by using SQL rewrite, partitions and Indexes.
• Used SQL*LOADER and External tables to upload data into the tables.
• Monitored Informatica workflows using Informatica workflow monitor.
• Involved in Implementation and end user training.
• Worked on production support, and receive production calls, and working on trouble reports which were received from clients

Environment: Oracle 10g, SQL Developer, SQL Navigator, Windows XP, UNIX, Secure Shell Client.