SUMMARY:

• Over 7+ years of professional experience in IT industry with 4+ years of in - depth understanding of ServiceNow Development, Maintenance and Administration.
• Configured Applications using ServiceNow enterprise application suite in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform.
• Experience in Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications using J2EE technologies.
• ServiceNow applications implemented: Incident Management, Problem Management, Change Management, Configuration Management, Asset Management, Software Asset Management, Knowledge Management, Service Request, CMDB, and CMS, MID Server, Service Catalog, Discovery and integrations, experienced in Project Portfolio Management (PPM).
• Strong experience on Java Script, Jelly Scripting, Ajax, Glide.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Expertise in Design and developing custom applications in ServiceNow and utilize its potential in SaaS (Software as a Service).
• Experience in configuring Data Sources, Import Sets, Update Sets.
• Hands on experience on Active Directory, LDAP and Single Sign-On (SSO) Integration and IT PAM.
• Worked on Orchestration which enables an IT organization to automate complex tasks on remote computers quickly and reliably, with best practices.
• Good Knowledge on CMMI and COBIT.
• Hands on experience on Fuji, Dublin for release notes.
• Created Knowledge articles & mentored & trained business users & Helpdesk users on ServiceNow platform.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Create an access control rule (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
• Hands on experience developing CMS in Service Now.
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration.
• Experience on WebSphere clusters. Used to manage the Balance workload for the set of application Servers.
• Load, manipulate, maintain and perform data operations between ServiceNow and other systems.
• 3+ years of hands-on expertise in the administration and development applications using BMC Remedy Action Request System 7.1/7.6 and ITSM 7.1/7.6.
• Deftness in carrying out implementation, troubleshooting, development and configuration of BMC Remedy and ServiceNow Applications.
• Development and customization of various modules in ServiceNow to fulfill the client ongoing IT Services.
• Experience in deployment of the product and solving the issues at the time of deployment.
• Experience with working in Agile and Scrum Methodologies.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning and also a subject-matter expert(SME) having good knowledge in different technologies.

TECHNICAL SKILLS:

Service Now: Change Management, Incident Management, Problem Management, Service Catalog, Integration with Third Party Tools, Configuration Management, Reporting, Discovery and Integrations

Tools: Remedy ARS (5.x/ 6.x/ 7.x), Remedy ITSM (6.x/7.x) (Incident, Change, Problem, Asset, SLM), Rem edy Administrator, Developer Studio, JIRA, ServiceNow (Berlin/Calagry/Eureka), Microsoft SQL Server Reporting Services, Crystal Reports, BMC AIE, BMC Remedy Migrator, BMC Dashboards, BMC Atrium CMDB (2.x/ 7.x), BMC Service Request Management 7.6, HP DDM (Discovery and Dependency Mapping), BMC ADDM, Knowledge Center

Scripting Languages: HTML, CSS, JavaScript, Ajax, SQL, ShellScript and JellyScript.

Languages: C, C++, Java, Visual Basic, Python.

Databases: Oracle 8, 9, 10g, Ms Access, Ms Sql Server.

Operating Systems: Solaris, Windows, UNIX, LINUX.

PROFESSIONAL SUMMARY:

Confidential, Westborough, MA

ServiceNow Developer

Responsibilities:

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Develop and manage application code, user interface, and third-party integration components
• Develop necessary development documentation as needed e.g. technical design,developernotes, etc.
• Manages users, groups and roles
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Performs migration activities Dev to QA, QA to Prod
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation ofServiceNowupgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies Interactions, Application Security, Events Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defining Service Level Agreements SLAs, notifications, and reports.
• Develops new applications from beginning to end.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Develop conversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance.
• Ongoing Maintenance.

Environment: ServiceNow, ITIL, Javascript, Web Services, XML, DHTML, JQuery, JSON

Confidential, Los Angeles, CA

Service Now Developer

Responsibilities:

• Responsible for monitoring the ITIL Service delivery via process mapping audits and designed the procedure
• Used auto-discovery process to discover business services to manage service health and their dependencies, resolved issues with auto-discovery process
• Created event binding rules to monitor incoming events
• Installed and configured collectors, configured credentials
• Installed MID Servers on remote desktop and conducted tests required for Discovery
• Was involved in analyzing the business impact of infrastructure problems, simplifying the root cause analysis of service issues in order to minimize the service impact of infrastructure changes
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes
• Worked on Workflow Administration, Reporting, Form/UI configurations, Notifications, Data Imports, Custom Scripting
• Involved in designing and configuring new functionality using Business Rules, Client Scripts, UI Policies, Access Lists in Service Now
• Hands-on experience writing Unit Test Cases/System Test Cases
• Involved in creating adhoc reports inServiceNow
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
• Maintained theServiceNowmodules and software licensing functionality
• Coordinated installation of Service Now upgrades and/or service packs. Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction
• Worked onServiceNowcomponents such as Service Desk, Change Management, Asset Management, CMDB, Knowledge Management, Mobility, and Service Request Management
• Analyzing and fully understanding user requirements and current procedures in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of theServiceNowroadmap
• Knowledge of technical components such as LDAP, VPN, SSL and other such technologies
• Worked on end to end implementation of CTI Integrations, Supported the team with the work flow of the integrations
• Responsible for developing, evaluating and presenting the weekly and monthly change management metrics to executive management
• Provided and presented the monthly Change Cost Analysis report of the customers to the accounts management team
• Develop a set of actionable and targeted change management plans - including communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan

Environment: ServiceNow, JSON, jQuery, Web Services, SOAP, SQL, XML, Angular JS, Bootstrap JavaScript, XML, HTML, Windows 7,ServiceNow, CSS, AJAX

Confidential, Orlando, FL

ServiceNowAdmin/Developer

Responsibilities:

• Extensively worked on configuration and implementation of Service Catalog, ITSM(Change/Incident/Problem) Management, AssetManagement, Integration with SQL Server applyingSOAPAPIs, CMDB, Discovery and Knowledge.
• Composed multiple Catalog Items Front-end web /GUI components adoptingJavaScript, CSS and HTML5.
• Constructed multiple forms for Asset module practicingCMDB.
• Generateddatabase views to pull the reports on variables that are used by catalog items. Pulling reports and scheduling the reports as per the client requirement.
• DesignedUI pages to use them in catalog items, designed buttons and context menus both on form and lists applying UI scripts. Worked on UI Macros to create pages as templates on requirement from the stakeholders.
• Schemed many email templates by working onhtml and jelly scripting and used them in notifications.
• Greatly managed in Incident Management Process like identifying, logging, categorizing and prioritization of Incidents.
• Prioritized Incidents by Impact, Urgency and Priority.
• Enhanced LDAP integration withServiceNowfor obtaining users and groups
• Hands on experience on discovery and set up ofmid servers and check for their connectivity.Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate.
• Made new Business Rules/Script Includes/Client catalog script/Client Script as per client's requirement.
• Populated the CIs (Configuration Items) and configured the CI relations in CMDB.
• Integrated with Remedy using Web Services and File Import Sets. Loaded Catalog Items into Service Now from Remedy.
• Set-upRecord Producers, Order Guides and Catalog Client Scripts and Workflows.
• Analyzed integration ofServiceNow with external SOAPandRESTbased web services.
• Involved in working with Bootstrap, CMS, Angular JS.
• Elaborated in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Creation of Incidents and Service Requests for supported applications. First point analysis on tickets and assigning them to service line based on scope. Created transform maps for importing CMDB data.
• Managed access requests for Add/Remove/Modify of permissions to ensure compliance with required training and related security policies.
• Used MS Excel to create tasks indevelopermode using Visual Basic for applications (VBA)
• Written script includes and invoked them in business rules and client scripts.
• Took active part in data modeling and progressedmetrics, reports as per requirements.
• Imported many CI's using import set tables and Imported Active Directory toServiceNowusing data sources.
• Creation of outbound SOAP and REST web services messages and script usage in Business Rules.
• Data pull from outside systems (Legacy SQL Server system) using outbound SOAP calls, Business Rules and target data loads using Transform maps.

Environment: ServiceNowEureka, Fuji, CMDB, VBA, MS Excel, JavaScript, HTML, CSS, Bootstrap.

Confidential, IN

RemedyDeveloper/Admin

Responsibilities:

• Designed and Developed mappings needed for enhancement of project.
• Remedy ITSM Lead for BMC Implementation project.
• Creation of SRD's using Advance Interface Forms(AIF)
• Promote and support the deployment of Service Management processes to all groups interacting with the Service Catalog
• Worked with integration of BMC Remedy and BMC Discovery (ADDM) architecture and functionality. Knowledge on BMC Remedy CMDB
• Developed, configured, and support to new incident, problem, and change functionality within ITSM based on agreed business requirements (includes forms, overlays, extensions, workflow, alerts, filters, escalations, menus, & other related components).
• Design, develop and negotiate performance standards for Change Management. Prepare performance reporting documentation for management.
• Aligning the Service Catalog with operational processes to drive accurate and consistent categorization.
• Process Designer, PDT, and AOT within Remedy for Service Request Management.
• Ensure that Change Management processes are followed by working as a project participant on major IT projects. Provide project status updates to management.
• Member of CAB (Change Advisory Board).
• Communicating and educating client's Technology groups regarding the purpose.
• Determines Process Relationships to Other Processes, Request Release Completion Approval, Define Process Policies, Standards, and Conceptual Models, Monitor Change, Authorize Change, Assign Change for Implementation.
• Documenting and defining data models for IT Service Catalog.
• Integration of Remedy with CA (computer Associate).
• Coordination with BMC on known bugs/issues and apply bug fixes/service packs.
• Assisted business units in the development of systems requirements and functional specifications.

Environment: AR server 8.1, ITSM 8.1, CMDB 8.1, Incident management 8.1, Change Management 8.1, Asset Management 8.1, Service Request on windows Server 2008, BMC ADDM 9.0.3, SAP Business Objects 4, 0, and Oracle database 11.2.0.3.0. , computer Associate (CA).

Confidential

Java/Web Developer

Responsibilities:

• Work on Hibernate for mapping Java classes with database and using Hibernate query language
• Familiarized in the various aspects of Agile Methodologies such as Scrum and estimating various tasks.
• Used various design patterns such as factory, singleton, session façade, 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, Apache Tomcat, Jbuilder, Web Logic