SUMMARY

• A Qualified IT Professional with 7+ years of experience including 3 years of experience as a Service - Now suite developer and administrator.
• Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Functional knowledge and implementation experience of ITSM frameworks.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Web services, Discovery, Workflow, and CMDB.
• Hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Content management system(CMS), Reporting, Integration with Web Services
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Service-Now Administration and Production support including maintenance of lower environment instances.
• Good understanding of object oriented analysis design and application development.
• Hands on Web Development using HTML, JavaScript, Jelly and CSS.
• Good experience in application development using Java/J2EE, JSP.
• Strong team player, 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.
• Strong skill set in the Service Now suite development including SOAP/RESTintegration,
• Service-Now Administration and Production support including maintenance of lower life cycle instances. Familiar with versions Eureka, Dublin, Berlin.
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Create, monitor, modify, and publish service catalog workflows with approvals. maintain Single Sign-On integration
• Create an access control rule (ACL).Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Loads, manipulates and maintains data between Service Now and other systems.
• Familiar with Service Now Content Management System (CMS)

TECHNICAL SKILLS

Operating System: Windows Server(NT, 2000, 2003, 2008), Windows Client(7, Vista, XP - Pro, 2000, etc)

Apps and Packages: All MS Office suites(incl. 2003), MS Exchange & Outlook, Lotus Domino Notes, Citrix Client, MS Internet Explorer, Firefox, Chrome, Apache, IIS

Helpdesk & Support System: JIRA, NEXUS

ITSM Tools: ServiceNow, ITSM Suite

Languages: Java, J2EE, HTML, CSS, XML, Java Script, JSON, AJAX, SQL

Application Servers: Apache Tomcat, Web logic

Front - End: HTML, JSTL, DHTML, JavaScript, CSS, XML, XSL, XSLT

Databases: Oracle 10g, SQL Server 2005

J2EE: JSP1.2, Servlets 2.4, Struts 1.2, Spring, Hibernate, JNDI, JMS

ServiceNow Modules: Incident Management, Web Services, Problem Management, Change Management, Incident Management, Service Catalog, Service Level Management, CMDB, Data Loading, Start Now, On Call Scheduling, New Call, ODBC Connectivity.

PROFESSIONAL EXPERIENCE

Confidential - NC

Service Now Developer

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various ServiceNow modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on CMDB from the scratch
• Loaded Configuration Items (CIs) from Excel files into Service Now using import sets and Transform Maps.
• Created CI relationships and Suggested CI Relationships
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Called third party Web Services using SOAP Messages. Good understanding of WSDL, XML
• Integrated with Active Directory for SSO using SAML 2.0
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.

Environment: ServiceNow, JavaScript, HTML 5, Windows 7.

Confidential, TX

Service Now Developer/ Administrator

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Working with client and functional requirements within Service Now.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Written script includes and invoked them in business rules and client scripts
• Imported many CI's using import set tables
• Imported Active Directory to Service now using data sources.
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting.
• Worked on Berlin, Calgary Versions.
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential, Atlanta, GA

Service Now Developer/ Administrator

Responsibilities:

• Worked on Incident, Problem, Change, and Service catalogue Management.
• Regular interaction with the Process Owners and other Support teams for Incident resolution within agreedSLA.
• Update set movement to SubProd instances and Production.
• Cloning activities which include post cloning and pre cloning activities.
• Scheduling daily calls and generating Reports regarding various incidents resolved.
• Raising ticket with Vendor while facing major issues like instance down and Performance issues.
• Hands on experience with Client Scripts/Business Rules/Scheduled Jobs for Incident analysis.
• Hands on experience with UI Actions/ UI Policy/ Access Control Lists /Email Notifications for Incident analysis.
• Knowledge in workflow editor to design workflow for various modules, triggering various events, publishing workflows.
• Customer Complaints Response & Resolution

Environment: Cloud based, OS: Windows 7/ XP; Applications: ServiceNow(Cloud based ITSM solution)

Confidential

J2EE Developer

Responsibilities:

• Involved in preparing views using JSP.
• Responsible for developing business logic.
• Involved in developing Model Classes which take care about DB operations.
• Coding using Struts, JSP, JavaServlets and HTML pages.
• Involved in development, administration, and integration testing
• Creating Junit test cases for variation and Exception tests.
• Integrating my application with the existing Combined Web Application.

Environment: ServiceNow, JSP, Struts, Servlets, JavaScript, CSS, XML, HTML, XHTML, Oracle 9i.

Confidential

Java / J2EE Developer

Responsibilities:

• Develop project using Java, JSP, JS, JQuery and Springs MVC.
• Implement EJBs Session beans for business logic
• Write stored procedures and work on performance tuning to achieve better query performance
• Refract existing project to make it more RESTful and thread-safe
• Assist Quality Assurance team in testing the application
• Create command-line interface for the test framework
• Used parsers like SAX and DOM for parsing xml documents and used XML transformations using XSLT.
• Involve in Production Support and Enhancement Development
• Attend Scrum meetings to develop the modules
• Involved in development of the web pages using HTML, JQuery and Java Script
• Implemented AJAX functionality using RichFaces Components

Environment: Java/J2EE, springs, AJAX, JavaScript, CSS, XML, HTML, XML, Web logic Application Server

Confidential

Java / Web Developer

Responsibilities:

• Familiarized in the various aspects of Agile Methodologies such as Scrum and estimating various tasks.
• Used various design patterns such as factory, singleton, session facade, DAO and DTO, Service Locator, Transaction management
• Involved in developing Web Services using SOAP for sending and getting data from external interface
• Involved in requirement gathering, requirement analysis, defining scope, and design
• Worked with various J2EE components like Servlets, JSPs, EJBs, JNDI, JDBC using, Web Logic Application server
• Involved in developing and coding the interfaces and classes required for the application and created appropriate relationships between the system classes and the interfaces provided
• Assisting project managers with drafting use case scenarios during the planning stages.
• Developing the Use Cases, Class Diagrams and Sequence Diagrams using Rational Rose
• Used Java Script for client side Validation
• Used HTML, AWT with Java Applets to create web pages
• Deployed Servlets and JSP pages using Apache Tomcat server.

Environment: Java, J2EE, JDBC, HTML, CSS, JavaScript, AWT, Servlets, JSP, JDBC, Oracle, JSON, Eclipse, Web Logic

Confidential

Java / Web Developer

Responsibilities:

• Designed and developed the front end using HTML and JSP.
• Coding Action Classes for the struts.
• Implemented DAO classes.
• Integrating and maintaining Struts configuration files.

Environment: Java, JDBC, HTML, CSS, JavaScript, Servlets, JSP, JDBC, Struts, Oracle, Apache Tomcat, Jbuilder, Web Logic