SUMMARY

• Over 8+ years of experience as IT professional with over 5 years of hands on experience in ServiceNow Analysis, Development, Maintenance, Support and Administration.
• Experience in Configuring Applications using Service - Now tool, used in ITIL Management. Strong understanding of ITIL V3.
• Deep functional and technical knowledge of theServiceNowplatform as well as experience delivering medium to large-scaleServiceNowImplementations.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrateServiceNowwith internal/ external systems and tools.
• Worked on portaldevelopment that included writing down angular JS widgets more on the client side, server side so making sure these widgets work both on desktop and as well as mobile level.
• Hands on Experience on transferring the data Integration from SCCM to CMDB. These data is mapped from SCCM to CMDB through instance.
• Create and implemented upgrade strategies for the current environment with specific attention to Microsoft SCCM.
• Established connection from within the ServiceNow Microsoft SCCM application to the SQL Server database in which Microsoft SCCM stores its data objects.
• Involving in Scheduled imports to bring relevant SCCM data into theServiceNowinstance from a SQL Server database and map it to tables in the CMDB.
• Created Service portalas an alternate to CMS using the AngularJS and Bootstrap frameworks.
• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third-party integration for Service Now platform.
• Maintaining repository of available content and document best practices and help with end user adoption of Performance Analytics
• Worked together with ServiceNow application development teams to ensure application changes required for Reporting & Analytics are deployed successfully
• Strong working knowledge of Software Development Life Cycle (SDLC) Testing Methodologies, Techniques and good working knowledge on Software Development Methodologies like Agile, Scrum and Waterfall.
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Orchestrate users access to Databases usingOrchestration.
• Developing user friendly catalog items with experience writingorchestrationworkflows such as Content Management, Web Services.
• UtilizedOrchestrationto extend workflows to interact with systems and application code outside.
• Worked on Service portalso I have a good knowledge of out of the box widgets and can customize widgets according to the needs of the client.
• Created customized and user-friendly widgets so users can access specific platform features using Service portal.
• Strong Experience in Design, Development and Execution of Test cases, Test Scenarios and Automated Scripts.
• Created new indicators, formulas, thresholds, and targets. As an administrator I also added breakdowns, apply aggregates, create and edit dashboards, and change system configuration files, such as colors and layout.
• Worked on Dashboards form the entry point for Performance Analytics users.
• Performed Quarterly performanceevaluations.
• Worked on responsive and non-responsive dashboard to share widgets such as reports and Performance Analytics visualizations.
• Hard working, highly motivated, and reliable individual with a constructive approach to the business, client and to other team members.
• Good experience in developing Workflows and in customizing the applications in Service Now using JavaScript, Jelly, XML, and HTML.
• Experience in creating the Custom Applications, Modules in Service Now as per the requirements.
• I have a good understanding of Angular JS and JavaScript and can solve errors very quickly. Hands on experience in web development using HTML, JavaScript, CSS and in application development using Java/J2EE.
• Experience in working on the ITIL Process Configuration like Incident and Problem Management, Change Management, Knowledge Management, CMDB, Asset Management & Service Catalog Management inServiceNow.
• Experience on the implementation and maintenance of Business Rules, Client Scripts, and UI Policies.
• Good understanding and hands-on Glide Forms, Records, Scratchpad, AJAX and Glide System used in UI Actions, Business Rules, Client Scripts.
• Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table record.
• Data modelling and creating ACL for new custom tables. Also, involved creating Custom Application and Modules.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Worked with Import Sets and Update Sets inServiceNow.
• Expertise on creation of workflows for Service Catalog Items inServiceNow.
• Experience in working with Eureka, Fuji, Geneva versions ofServiceNowand worked on upgrading Geneva to Helsinki and Helsinki to Istanbul.
• Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile and SCRUM.
• Configured ServiceNow tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Developing and configured Business Rules, Script Includes, UI Policies, and Catalog UI policies, UI Pages, Catalog Client Scripts, Client Scripts, UI Actions, UI Macro, Dynamic Content and Style Sheets etc.
• Worked on ServiceNow ITSM solutions to give end to end visibility into ITIL processes and infrastructure through a single system of record.
• Installing MID Servers and scheduled discovery to find available devices in the network.

TECHNICAL SKILLS

ITIL Services: ServiceNow Fuji/Geneva/Helsinki/Istanbul, CMS, LDAP & MID Server

Programming Languages: JavaScript, JEE, SQL, PL/SQL, Jelly Script, HTML, CSS

Software Methodologies: SDLC, Agile, Scrum, Waterfall

Web Services: REST, SOAP

Database: MySQL, Oracle DB

Database Tools: SQL Client, SQL Developer

IDE: Eclipse, Net Beans

Version Control Tools: CVS, SVN, GitHub

Tools: and Packages: MS Office, MS Visio

PROFESSIONAL EXPERIENCE

Confidential, Los Angeles, CA

ServiceNow Developer

Responsibilities:

• Perform day to day administration of Service-Now in Development, Test and Production environments to maintain business services and configuration item relationships in Service-Now.
• Experience in using the Agile/Scrum methodology. Knowledge in understanding of ITIL V3 and its components.
• Responsible for various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Experience onServiceNowCustomizations as per client's requirement.
• Worked on setting up Email Notifications for different ITIL modules in ServiceNow.
• Involved in Designing, Development and Implementation of Service Portal.
• Involved in Configuration, Web Services, Catalog Client Scripting, SOAP, developing complex workflows.
• Worked on Orchestration and provides the ability to make calls outside of aServiceNowinstance, directly to SOAP and REST web services.
• Involved in Service Mappingapplication discovers all business services in organization and builds a comprehensive map of all devices, applications, and configuration profiles used in these business services.
• SCCM import is achieved using a JDBC connection via the MID Server.
• Implemented Integration of Microsoft SCCM with ServiceNowfor pulling the entire configuration item into ServiceNow.
• Deployment of SCCM client via "Client Push" mechanism.
• Responsible for building SCCM server.
• Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, Jelly, AJAX, CSS and HTML.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.
• Worked on Performance Analytics by providing actionable insight on each level and for every role using key indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards.
• Worked on Performance Analytics by sharing clear, up-to-date visualizations of performance across teams and organizations, establishing a single version of truth as the basis for objectively discussing service delivery.
• Worked on User interface system using HTML5, CSS3, JavaScript, AJAX, JSON, JQuery, AngularJS, Backbone JS and Bootstrap.
• Worked on creating Users, Roles, Groups and load the data toServiceNowobjects using import sets on daily, weekly, monthly and on request basis.
• Writing Data Sources, transform maps and properly analyzing coalesce to avoid duplicates in ServiceNow.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs. Designed and implemented new functionalities.
• Manage ITIL processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Developed workflows and in customizing the applications inServiceNowusing Java script, AJAX, HTML.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Worked on ServiceNow Helsinki and upgrading to Jakarta.
• Build portalframework that allows administrators to build a mobile-friendly self-service experience for users.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now
• Worked on Business Service mapping and wrote scripts in the sensors in order to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.
• Involved in creation of Service Now Applications, Modules, tables, columns as per requirements.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements.
• Worked on configuring Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, CMDB, Service Catalog and SNOW Reporting using ITIL process.
• Worked on setting up MID Server between Active Directory and ServiceNow instance which encrypts all the Users Data in the organization.
• Developed solutions using JavaScript, Web Services, SOAP, REST and other web technologies to integrateServiceNowwith internal/ external systems and tools.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.

Environment: Service now Geneva, Helsinki & Istanbul, Incident management, Change Management, Problem Management, HTML, Java Script, CMDB, CMS HTML, CSS, Jelly, Glide

Confidential, Frederick, Maryland

ServiceNow Developer

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB, User Administration, SNOW Reporting and Discovery in ServiceNow
• Supporting Production Instance includes handling Incident and working on Catalog tasks.
• Involved in implementation and support of HR Case Management, Discovery, Service Watch, Performance Analytics.
• Worked on Performance Analytics Module.
• Worked on six sigma which is a methodology that relies on a collaborative team effort to improve performance by systematically removing waste and reducing variation.
• Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Working on Report, dashboard designing.
• Creating LDAP servers and LDAP OU definitions for Active User Sync and Disabled User Sync.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• 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, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Developed workflows and in customizing the applications inServiceNowusing Java script, AJAX, HTML.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documented user and process requirements, developing workflow customizations, and performing quality assurance testing and user acceptance testing.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Wrote Catalog client scripts and UI policies to make client side changes and created the UI pages to use them in catalog items; implemented using UI scripts.

Environment: ServiceNow, JavaScript, HTML 5, Service Catalogs, CMDB, SOAP, Incident Management, Change Management.

Confidential, Tampa, FL

ServiceNow Admin/Developer

Responsibilities:

• Involved in analysis of end user requirements and worked closely with Team lead and Business analysts in understanding the currentServiceNowsystem.
• Designed and implemented new functionality using Business Rules, UI Policies and ACLs.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Configuring Email, inbound and outbound email activities and creating mail scripts on need premise.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB inServiceNow.
• Worked on DISCOVERY and set up Mid Servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Involved in setting up REST and SOAP inbound and outbound messages to integrate with ServiceNow.
• Customized the applications using Business Rules, Client Scripts, UI Action and UI Policies, External Data Load using Transform maps, etc., based on the application requirements and rolled out the customizations to upper environments using Update Sets.
• Managed Users, Groups and Roles, Advanced Schedule jobs and Business rule creation. Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Wrote Business rules to avoid empty configuration items to be stored in CMDB after Discovery tool runs a scheduled job.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Extensive experience of integrating Service Now with third party tools and implementation of SOAP and REST API.
• Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.
• Wrote Client Scripts, UI policies, Business Rules, Security Rules and UI Actions, UI Pages/Macros.
• Built Reports, Gauges and Home Pages.
• Worked on creating Users, Roles, Groups and configured LDAP Server and LDAP Listener for updating the user and group table record.

Environment: ServiceNow Fuji, Geneva, Helsinki, Webservices, SOAP, XML, HTML, ITIL, ServiceNow ITSM tool, SCRUM, Asset Management, Incident Management, Problem Management, HTTP, FTPS, Java scripts, Jelly Script, REST, Workflows, SDLC.

Confidential, Germantown, MD

Sr. .Net Developer

Responsibilities:

• Developed an interface for communication between SAP web services and the frontend.
• Extensively used ADO.NET and data objects such as Data Adapter, Data Reader, Data Set, Data Table, Data view to access data from SQL Data sources to Business Objects and updating the changes accordingly to SQL data sources.
• Have created Data Access Layer and Business layer.
• Followed 3-Tire architecture which included UI layer, business layer and data layer and thereby passed the data as objects between these three layers efficiently and thus reduced the overhead on the presentation layer.
• Used data set object on the data layer which is then wrapped to the array object in the business layer and which is bound to the controls on the UI layer.
• Coordinating the deployment of application.
• Utilized the AJAX control toolkit 2.0 tools like Calendar, Dropdown, Animation controls for implementing AJAX partial page updates and extensively used AJAX extenders with UI control elements.
• Created single page applications using AngularJS.
• Involved in development of business logic which includes Code-behind files, User controls and Classes in the middle tier using C#.Net
• Resolution of system and integration issues across multiple teams and stake holders.

Environment: ASP.NET, C#.NET, VB.NET, AJAX, DHTML, XML, CSS, Java Script, AngularJS SQL Server 2010, IIS, Web Services, Visual Studio 2010, Visual Source Safe

Confidential

.Net Developer

Responsibilities:

• Responsibilities include coding in C# and ASP.NET
• Developed Data base components using ADO.Net.
• Designed and developed user interface to enter the Customer information.
• Developed Xml Web Services.
• Developed Windows Services in C#.Net.
• Designed and developed Stored Procedures, Functions for maintenance of back-end tables.
• Extensively used Data reader and Dataset objects for data retrieval from the database.
• Used Data grid controls to display data obtained from the database.
• Improved the application performance using stored procedures and connection Pooling.
• Used Trace/Debug Capabilities of C# to debug the application.
• Designed the components for middle tier.
• Involved in testing and documenting the application.
• Used Visual Source Safe for Version Control.

Environment: ASP.NET, C#, VB.NET, XML, HTML, CSS,Java Script, IIS, Visual Source Safe, .NET Framework 3.5, SQL Server 2008.

Confidential

.Net Developer

Responsibilities:

• Coordinated with testing team to identify the bugs and release process.
• Developed local database concept using XML for storing the data locally in the client system.
• Developed and consumed Web services
• Used DDL and DML commands for writing triggers, stored procedures and data manipulation.
• Involved in the development of business logic in C#. NET, ASP.NET.
• Performed unit testing on every new version before sending it for User Acceptance Test.
• Utilized ADO.Net Objects to interact with the SQL Server Database. Used SqlConnection, SqlCommand, Data Adapters and Datasets.
• Involved in designing Database.
• Created complex SQL queries to retrieve and manipulate data.

Environment: ASP.NET, C#, VB.NET, SQL Server 2008, Visual source safe, Visual Studio 2008, Win Forms, ADO.NET, .NET Framework