SUMMARY

• An ambitious and optimistic Engineer with over 7 years of hands on experience in the IT industry involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now).
• Experienced in Service Now platform as both Developer and Administrator.
• Solid experience working on different modules of Service Now.
• Good Knowledge and understanding of ITIL process.
• 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 in delivering medium to large-scale Service Now implementations.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Extensive experience in the development and customization of Service Catalog Items and Workflows.
• Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, and Configuration.
• Involved with working in an agile development environment.
• Experienced in SDLC, deploying new applications/modules and controlled code migration from non-production to production environment.
• Develop, configure and maintain Custom service requests using Advanced Interface forms in Service Request Management application to meet Request catalog requirements of the IT business users.
• Enhanced personal skills by continually taking web-based training and off-site courses.
• Expertise in Transact-SQL (DDL, DML, DCL) and in Design and Normalization of the database tables.
• Experience with tools like SQL Server management studio and SQL Server 2005/2008 integration (SSIS) and reporting services (SSRS).
• Proficient in tuning T-SQL queries to improve the database performance and availability.
• Experienced hands in Query tuning and performance tuning.
• Attention to detail and complex problem solving abilities from operational and technical perspective.
• Good leadership qualities, multitasking, execution skills and presentation skills with ability to co-ordinate activities and interact with end users in a fast paced team environment and ensure delivery within time frame.
• Magnificent verbal and written Communication, strong experience interacting with clients, end-users, understanding requirements, analyzing solutions. Ability to work in tight schedules, mentor and team player with strong aptitude towards interpersonal communication with ability to work in team and independently.

TECHNICAL SKILLS

ServiceNow: ITSM (Version Eureka, Fuji, Geneva)

BMC Remedy: IT Service Manager, Action Request System, CMDB

Programming/Scripting: JavaScript, HTML, XML, CSS, Ajax, C, Java, Shell, Perl

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Database: SQL Server, Oracle, MySQL, MS Sql Server

IDE: Eclipse, Net Beans

Reporting Tools: Crystal Reports, SQL server reporting service, Data Report

Operating systems: Windows, MAC, Linux, HP-UNIX, Windows Server

PROFESSIONAL EXPERIENCE

Confidential, Quincy, MA

Service Now Developer / Administrator

Responsibilities:

• Responsible to perform day-to-day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Designing solutions to enhancement requests by developing in JavaScript, Jelly and implementing workflows.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools.
• Develop necessary development documentation, as needed e.g. technical design, developer notes, etc.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles.
• Setting up Configuration Management, defining the CI classes and their relationships.
• Used JDBC and ODBC of Data Sources for setting up the configuration database in Service now.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Coordinates Service Catalog options, including cart controls, two-step checkout, and variables.
• Involved in developing workflow customizations, and performing quality assurance testing and user acceptance testing.
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.
• Responsible to provide a semi-managed service for administering their Service desks that has been implemented including various administration tasks within Service desk software.
• Worked on and worked on creation/modification of reports and procedure using PLSQL in Crystal report designer.
• Coordinates installation of Service Now upgrades 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.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.

Environment: Service Now, ITIL, JavaScript, Jellybeans, Web Services, XML, DHTML, JQuery, and JSON

Confidential, El Segundo, CA

Service Now Developer / Administrator

Responsibilities:

• Worked on various modules of Service Now like Incident management, Change management, and 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.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Created the new Applications and Modules, custom tables in ServiceNow
• Supported the team responsible for the implementation and administration of the Service Now.
• Utilize in-depth knowledge of functional and Technical experience in Remedy ARS, ITSM and other leading-edge products and technology in conjunction with industry and business skills to deliver solutions to customer.
• Configuration of Foundation data, Process data Transaction data of Remedy ITSM System, CMDB Configuration Item updates.
• Administration of Development, QA Production Servers. Custom workflow migration using Migrator Tool, Data loads using Data Import Tool, Data Wizard Tool, and Data Management Tool.
• Responsible for Environment Synchronization from Production to Non-Production Environments and configurations.
• Customizing the out-of-the-box modules OOB by designing new workflow objects. Maintaining and bug fixing of the ITSM and other Remedy application modules.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Quality Compliance of all Deliverables to Client, mentoring the team act as liaison between process team and the technical team.

Environment: BMC IT Service Management Suite 7.6/8.1 and BMC Remedy Mid-Tier 7.6/8.1/8.1sp2, Service Now, ITL

Confidential, Atlanta, GA

Service Now Developer

Responsibilities:

• Moved data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defined Service Level Agreements SLAs, notifications, and reports.
• Integration of service now with LDAP for user authentication purposes.
• Developed conversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Built integrations between existing Retail toolsets and Service Now to drive efficiency for the Service Desk, Retail, and Deployment teams
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
• Worked on different kinds of variables and variable sets.
• Wrote Catalog client scripts and UI policies to make client side changes.
• Created the UI pages to use them in catalog items, Implemented-using UI scripts.
• Worked 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.
• Wrote script includes invoking them in reference qualifiers or variable scripting
• Understand the functional business logic to implement into the report level to meet the user requirements.

Environment: ServiceNow, ITIL, Javascript, JellyBeans, Web Services, XML, JQuery

Confidential

SQL Server Developer

Responsibilities:

• Reviewed, developed and designed data models, in conjunction with the application development team.
• Translated requirements into physical database structures that integrate with existing or proposed database structures.
• Managed database integration issues including migration between disparate databases, integration, maintenance/conversion, capacity planning issues, and new applications.
• Assisted development staff with the application design to facilitate effective use of database languages, methodologies and established standards.
• Worked with development staff in approving database changes.
• Recommended the procedures necessary to save, retrieve, and recover databases from hardware and software failures within established procedures.
• Created and maintained database objects.
• Created complex Stored Procedures, Triggers, Cursors, Tables, Views and SQL Joins and other statements for various applications, maintained referential integrity and implemented complex business logic.
• Created various reports using MS Reporting Services (SSRS). And deploy public reports in dynamic web portal.
• Tuned complex SQL Queries.
• Worked on loading data from various data sources using MS Data Transformation Services (DTS).
• Created and integrated user defined functions and stored procedures for reporting purposes.
• Designed and developed various complex reports.
• Generated reports that can handle dynamic grouping and dynamic sorting.
• Used SQL Server Profiler to tune the performance of the stored procedures and functions to improve the report generation time.Environment: SQL Server 2000, SSRS, MS Excel 2003, MS Access 2003, MS SQL Query Analyzer, SQL Profiler, Crystal Reports 9.