SUMMARY

• Over 8+ years of IT experience with 3 years of experience on ServiceNow Development, Maintenance and administration.
• Expertise in Design and develop solutions within the ServiceNow Environment to include new or modifications to applications, forms, workflow, policies, actions, access control, interfaces and any other customization required to support client processes
• Strong knowledge of ITIL methodologies, ITSM concepts, enterprise IT architecture, relational databases.
• Solid understanding of the application development lifecycle process, including requirement analysis, quality assurance, design, scheduling, implementation, issue tracking, version control and deployment.
• Good experience in developing workflowsand in customizing the applications in service now using Java script, AJAX, HTML and DHTML.
• Well experienced in data modeling, data migration concepts, SQL, PL/SQL programming.
• Expertise in Designing and performing advanced level scripting and development on the ServiceNow platform (to include CMS, advanced integrations and custom application development)
• Extensive experience on technical implementation of various service now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Expertise in Design and development of CMDB (Configuration Management) in ServiceNow.
• Expertise in Design and configure ITSM (incident, change, problem) in Service - now.
• Having good knowledge on Content Management System (CMS)
• Installed AngularJS Plugin into ServiceNow and developed service portal using the two-way data binding methodology.
• Experience in managing process, technology and IT service management solutions, ITIL processes, customizing and configuration of ITSM tools.
• Generated scripts using Load Runner multiprotocol (Flex + Web) and enhancing the Script by doing Correlation and parameterization.
• Involved in executing the load test, stress test and Endurance tests.
• Expertise in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution.
• Exposure to Service-Now platform tools like Discovery and Orchestration Environment.
• Expertise in developing Client Scripts, Business Rules, Script Include, Import sets.
• Expertise in Design and developing custom applications in ServiceNow and utilize its potential in PaaS (Platform-as-a-Service) and SaaS (Software-as-a-Service)
• Experience in Design, manage and analyzeCMDB (Configuration Management) configuration items and its integrations.
• Worked on REST integration and SOAP based Inbound/Outbound WebServices, right from consuming, testing along with integrating with SeviceNow.
• Expertise in creating and managing Service Catalogs, Record Producers, Order Guide.
• Expertise in designing sites using CMS.
• Had working knowledge with Project Portfolio Suite which covers Demand Management, Project Management, SDLC, Test Management and Resource Management.
• Solid understanding of webservices (REST/SOAP/WSDL/XML), and HTTP Request Methods.
• Good Knowledge of ActiveDirectory/LDAP integration with ServiceNow.
• Good knowledge with Deployment in UNIX Environment.
• Experience in Web Development technologies like HTML, CSS, XML
• Developed Web-based applications applying design patterns like MVC architectures along with struts.
• Involved in executing the load test, stress test and Endurance tests.
• Involved in recording and modifying scripts through HP Load Runner
• Proficiency in programming with Java IDE's like Eclipse 8.0 and Eclipse 9.0
• Strong Experience in Configuration tools like CVS
• Good Exposure to MS Project Server Expert in several EPM implementations
• Strong knowledge of Springs Framework
• Basic knowledge of Service-Oriented Architecture (SOA), web services.

TECHNICAL SKILLS

Version Control Tools: CVS, SVN, GIT, ITIL ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAP

Testing Tools: HP Load Runner11.0, HP LR 9.52, LR 9.10, Quick Test Pro (QTP), JIRA, QC, Rational Clear Quest, Extra view, Bug Zilla

Web Technologies: HTML, DHTML, Web Services, SOAP, XML, PHP

Java Skills: Java Technologies Java, J2EE, JDBC, Servlets, JSP, JavaBeans, EJB, JPA, JMS, Web Services.

Database: Oracle 9i/10g, SQL Server 2008, MS Access, TOAD

Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Programming Language: C++, Java, SQL, PL/SQL, ASP.NET, C#.Net, VB.NET

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

Scripting Languages: JavaScript, VBScript, UNIX Shell Script, C#, VB, JavaScript, jelly Script, Glide Script

Operating Systems: Windows … UNIX (Solaris, HP-UX), MS Word, MS Excel, MS Office.

PROFESSIONAL EXPERIENCE

Confidential, Pleasanton, CA

SerciceNow Developer

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Experience in working with ServiceNow Helsinki version and User Interface 16.
• Transform functional requirements into detailed technical designs that represent actionable development tasks
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Utilize Java Scripting, HTML, CSS, and PowerShell to deliver solutions that automate and audit business processes.
• Ensure all assigned project tasks required for the implementation of ServiceNow are completed on schedule.
• Experience with jelly scripting in serviceNow.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Worked closely for servicenow Upgrade to Geneva, have mediocre knowledge in servicenow Geneva version in visual taskboards and express directory
• Performed integrations with two other ServiceNow related instances apart from Portal (REST, Scripted Web Services & SOAP)
• Involved in tracking, managing and fixing the Incidents, Problems or Changes related to Portal and sometimes Surf/Hi related issues.
• Using import sets migrated the data from internal ServiceNow tools into the portal.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Experience in Implementing ServiceNow Discovery and CMDB and integration.
• External Web Services Integration (SOAP based, WSDL and REST integration)
• Developed custom probes and sensors to populate CMDB with pertinent asset data via JavaScript, Perl and PowerShell.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
• Configured MS Project server views, custom fields, calculated fields, data analysis, PWA views and designed a custom workspace template.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, expertise in troubleshooting Discovery tool.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to improve automation and efficiencies in Service Now.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow)
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Collaborate with System Administrators and ServiceNow Support concerning strategies and technical aspects of platform upgrades.
• Create and maintain API and data integration processes between ServiceNow and other services.
• Generate operational reports and KPI analysis as needed.
• Provide advanced support for ServiceNow by troubleshooting a variety of difficult software problems, implementing bug fixes and performing root cause analysis.
• Utilizes best practices for development, conducts thorough testing, analysis, and certification of changes to ServiceNow.
• Led diverse, cross functional teams in the fulfillment of corporate productivity, quality and bottom-line objectives.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.

Environment: Java Script, Jelly Script, Helsinki, User Interface 16, Glide Script, Schedule Job.

Confidential, New Jersey

ServiceNow Developer/Administrator

Responsibilities:

• Worked on UI customizations for forms, lists and UI actions.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events, and System and Upgrade logs)
• Handle the tasks of managing Configuration Management Database as well as configuration control of the operational baseline
• Responsible for analyzing proposed product changes to determine effect on overall Configuration Management Database System.
• Perform responsibilities of ensuring that the configuration items are identified and controlled.
• Handle the tasks of providing guidance to engineering staff on methods, procedures and requirements for entering Configuration items into the CMDB.
• Created New pages in ESS Portal using Jelly Scripting and UI Macros
• Perform responsibilities of planning and coordinating in the preparation of project documentation like product specifications, engineering drawings, and contract modifications.
• Identify customer requirements and ensure that customer contract requirements are met.
• Coordinated with various stake holders and offshore team on day to day issues.
• ServiceNow Application UI Configuration, Workflow Configuration, Data Loads using import sets, development of reports & metrics for executive management.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Update & maintains a comprehensive testing protocol for ServiceNow instance upgrades with the purpose of certifying all applications for use after the upgrade completes.
• Exposure to ServiceNow platform tools like Discovery and Orchestration Environment.
• Log technical support incidents, problems and requests into ServiceNow.
• Provide succinct and pertinent updates to incidents indicating acted upon resolution and communication to user. Participates in Problems and Knowledge initiatives and other process improvements.
• Provide advanced technical support to Teradata Support Teams utilizing ServiceNow.
• Escalates performance issues, unresolvable incidents and service interruptions to Servicenow technical support.
• Create and update incident records in ServiceNow's tracking system.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Worked as a Pre and Post installation consultant to define and implement industry (ITIL) best practice for the ServiceNow ITSM Platform.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Educating end users on the usage of serviceNow applications like incidents, problems and service catalogs

Environment: FugiRelease, Workflows, service catalog, Record Producer, JavaScript, Jelly Script.

Confidential -North Carolina

ServiceNow Administrator

Responsibilities:

• Administers, builds and supports Premier's ServiceNow platform and other Service Management applications and their associated integrations.
• New fields were added to support the client requirement along with the set of business and client rules to fulfill client requirement.
• Updating Incident/Problem/Change module based on client feedback.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also Workflow has been created to support the Approval workflow and task assignment.
• Migration of the Manage now (Incident Management), infoweb (Change Management) requests to the ServiceNow.
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
• Review the outage plans and ensure post and pre outage is successful.
• Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
• Creation of advanced workflows.
• Fix code issues, source control and migrate the solution to production Environment following the IT processes of client.
• Provides analytical and technical expertise for ServiceNow configurations.
• Provide day-to-day administration of the ServiceNow instance.
• Personalize and createforms and fields, new applications, modules and labels, activates plug-ins, builds reports, gauges and homepages.
• Sets up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog requests, and items with variables.
• Create, monitor, modify, and publisheServiceCatalogworkflows with approvals.
• Manage users and groups access rights, business rules, controls and scripting.
• Conduct ServiceNow testing and UAT signoff for upgrade and release cycles from the ServiceNow Development team.
• Handle incidenttroubleshooting and resolution for ServiceNow related issues.
• Develop, prepare and edit application administration documentation, presentations, training materials and manuals.
• Create reports and provides data analysis to support the program, processes and services.
• Configuration/Customization of the ServiceNow system including workflows.
• Use scripting tools and ServiceNow functionality, create script to automate routine tasks being done in ServiceNow.
• Re-designed workflows using workflow editor, reconciled complicated workflows to simpler form.
• Creating new groups and adding users to the groups in serviceNow.
• Done the Java coding to automate the migration process and SOAP was used to interact with Service-Now platform.
• Created and moved update sets to different ServiceNow instances.
• Integrate monitoring systems to collect and summarize data for the IT systems and business applications
• Monitors troubleshoot, upgrade, retire, and expand existing Environments and performs software upgrades

Environment: ServiceNow Eureka, Workflows, Java scripts, Jelly Script.

Confidential -Atlanta, GA

ServiceNow Developer/Admin

Responsibilities:

• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Utilized Java Script in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Worked on Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc.
• Worked on Prioritizing of Incidents by Impact, Urgency and Priority.
• Technical implementation of various ServiceNow modules such as change management, Incident management, problem management, service catalog, configuration management.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, and CMDB in ServiceNow.
• Involved in various upgrade and migration activities. Also, project planning meeting.
• Restricted and Major incident functionalities for user security and urgency.
• Proposed and implemented a generic soap service for use by any catalog item integration with third part tool by mean of easy configurations from client side.
• Configurable SLA implementation in Incident and service catalog management based on user defined parameters.
• Experience in standardization of incident management practices at process, data, reporting and tool level.

Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, SOAP, SQL, XML, HTML, DHTML, CSS, XML, AJAX, Integrations, Cloud services, ITIL, SCRUM, Angular JS.

Confidential

Java Web Application Developer

Responsibilities:

• Actively involved in analyzing and collecting user requirements.
• Wrote Specification for the development.
• Wrote JSPs, Servlets and deployed them on Tomcat application server.
• Involved in writing PL/SQL Stored procedures, views for backend database access.
• Used JavaScript and HTML for UI, Servlets as front controllers.
• Developed Java Script for client side validations.
• Expertise in Object Oriented Design using UML-Rational Rose.
• Involved in Server side and Client side programming.
• Wrote SQL stored procedures and used JDBC to connect to database.
• Developed data layer using JDBC
• Created a user interface with HTML and JSP.
• Involved in developing various Servlets.
• Validated the application on testing Environment.
• Used DB2 as the database and wrote SQL & PL-SQL.

Environment: Java, JSP, HTML, Servlets, Java Script, DB2, SQL, PL-SQL, JDBC, UML, Apache Tomcat.

Confidential

Software Development Engineer

Responsibilities:

• Developed Enterprise JavaBeans (EJB) to ease the implementation and deployment of the application components.
• Developed UI with Servlets and HTML, JSP, HTTP.
• Used JavaScript for form validations and field level validations.
• Involved in coding Java, JDBC and Servlets interact with client and database. involved in writing procedures, complex queries using PL/SQL to extract data from database and to delete the data and to read the data from Oracle database.
• Performed Unit Testing using JUnit for the modified codes.
• Involved in client interaction as well as client demonstration.

Environment: Java, EJB, JDBC, Servlets, JSP, Eclipse IDE, HTML, XML, JavaScript, BEA WebLogic, Oracle, Internet Explorer, Windows, HTTP.