SUMMARY

• An ambitious and optimistic Engineer with over3 years of experience in Configuring Applications using ServiceNow tool used in ITIL Management. Strong understanding of ITIL V3. Extensive noledge and experience in delivering and administration of ServiceNowimplementations.
• Experience in Installation and Configuration of different modules of ServiceNow.
• Deep technical implementation and functional noledge of Incident Management, Change Management, Service Catalog, Reporting, Problem Management, Knowledge management.
• UsedWeb Services and Simple Object Access Protocol, XML/RPC, and AJAX in SaaS software configuration and development.
• Functional noledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills.
• Leveraging noledge and experience to deliver end - to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Experience in leading teams working in an On-site/Off-shore model.
• Hands-on Experience in developingInternet/Intranet, Distributed System Architecture and Implementation with Java, J2EE, jelly Script, EJB, Servlets, JSP, Tag Libraries, JMS, Struts, Spring, hibernate, JNDI, Swing, JAX-WS, XML / XSL, log4j.
• Expertise in working with various servers like Apache Tomcat, Websphere and BEA Weblogic.
• Experience in front-end development using technologies like HTML, JavaScript, CSS, AJAX, jQuery, Dojo, ExtJS.
• Involved in application design (OOAD) using UML Artifacts and Rational Rose.
• Experience in Software Development Life Cycle (SDLC) - Requirements Specification, Design documents and writing Test cases using various software engineering process ranging from Waterfall to Agile methodology.
• Worked on other ITSM ticketing systems, such as BMC Remedy and HP Service Manager (HPSM).
• Experience in using databases like Oracle 8i/9i/10g, SQL Server 2005 and MySQL and writing complex SQL queries.
• Strong team player, Enjoyworking independently in a fast-paced environment and in a team as well, commitment towards learning new skills.
• Magnificent communication, project management, presentation and interpersonal skills.

TECHNICAL SKILLS

Primary Skill set: ITIL, ITSM, ServiceNow.

Operating Systems: Windows NT/XP/7, Mac OS (Snow Leopard), Unix and Linux.

J2EE Standards: Java Servlets, JavaBeans, JSP, EJB, JDBC, JNDI, JMS, Java Mail, Transaction API, XML.

Languages: Java, SQL, PL/SQL, XML, XSLT, CSS, Web Services (SOAP, UDDI, WSDL), JavaScript, HTML with CSS, UML

Front-End Development Skills: DHTML, XHTML, JavaScript, jQuery, Dojo, ExtJS, CSS, AJAX, JSP, Jelly Script, JSF, Struts2

Application and Web Servers: Weblogic Application Server 8.x and 10.x, Websphere Application Server 5.x, Jboss, Apache Tomcat

Frameworks / IDE / Tools: Struts 2, Spring MVC, Spring Webflow, Hibernate, Eclipse, NetBeans, JBuilder, JUnit.

Database: Oracle 8i/9i/10g, MySQL, SQL Server 2005

PROFESSIONAL EXPERIENCE

Confidential

Service Now Consultant

Responsibilities:

• Worked on Modules of Service Now like Incident Management, Change Management, Service Catalog, and Reporting.
• Integrated BMC ADDM discovery tool with ServiceNow.
• Created mid server script includes to connect BMC ADDM discovery tool.
• Integrated Eracent with ServiceNow using JDBC type Data source.
• Integrated CA clarity with ServiceNow.
• Integrated Troux with ServiceNow to get applications intoServiceNow CMDB Application class.
• Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services, Email integrations, LDAP etc…
• Service Catalog: Designed and developed around 20 catalog items out of which few catalog items involve integration using SOAP Web services, Restful API.
• Created workflows for user termination process.
• Customized Change Management application to be aligned company’s requirements designing complex workflows.
• Implemented JDBC Export to execute custom SQL queries in teh target database based on requirement.
• Created Data Sources from various external applications and used transform map scripts to parse incoming data.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists.
• Designed and developed SLA module based on user requirements.
• Worked on creating various transform maps and validation at transform maps for data uploads using excels sheets.
• Designed in dividing ServiceNow Admin role into different roles like UI Developer, Interface Developer and other roles based upon responsibilities.
• Created Database views to create reports across multiple tables.
• Prepared Functional and Technical specification documents.
• Provided analysis of ServiceNow design and teh existing configuration/customization, and recommended ServiceNow oriented best practice solutions.
• Translated business requirements into service now oriented ServiceNow oriented technical/procedural requirements.
• Collaborated with Technology Service Desk and Service Management to design solutions using ServiceNow.
• Collaborated with Technology Service Desk and Service Management to evaluate requests to change, customize, and configure service now.
• Analyzed and recommended solutions for third-party application interface.
• Configured and customized teh current ServiceNow environment, including, but not limited to: display screen tailoring, workflow creation, custom scripting, and third party software integrations.
• Configured and customized new ServiceNow applications and modules when activated.
• Carried out Testing and troubleshooting ServiceNow patch / release.
• Implemented new ServiceNow modules and functionality.
• Resolved incidents occurring in teh ServiceNow environment.
• Worked on ServiceNow oriented service requests for monthly releases.
• Evaluated teh systems operability and performance metrics.
• Implemented selected solutions to integrate ServiceNow with third party applications like JIRA.
• As requested by management, represented Technology Service Desk in matters pertaining to ServiceNow.
• Consulted with teh user community to identify and evaluate business needs.

Confidential, Thousand Oaks, CA

ITIL Consultant (Service Now Developer)

Responsibilities:

• Designed and delivered technical methodologies around teh ServiceNow platform.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured teh ServiceNow platform.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations dat require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Worked with much Integration along with event generation using Web Services.
• Supported teh team responsible for teh implementation and administration of teh ServiceNow installation, including managing system configurations, gatheird and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Strong noledge of teh server side scripting Business rules and Script Includes.
• Published Papers on “Update Set Migration Process across various instances”, along with a thorough noledge of teh same.

Confidential, Fairfield, CA

Software Tools Developer

Responsibilities:

• Captured teh requirements in teh form of Use cases, non-functional Specifications and business rules.
• Redesigned user and group management. Configured SSL connection to LDAP. Also allowed Siteminder (Single Sign-On) to connect through JIRA for User Management.
• Customized teh look and feel as per business requirements.
• Involved in wide range of configuration from Project Management to configuring security.
• Configured many screens and fields and configured custom workflows.
• Captured teh requirements in teh form of Use cases, non-functional Specifications and business rules.
• Spring Web Flow framework was used to develop dis web based tool.
• Designed, developed and maintained teh data layer using Hibernate and performed configuration of Spring Application Framework.
• Developed Java Web Services using SOAP, WSDL, UDDI, and XML.
• Developed and Deployed teh J2EE Components to Web Logic Application server 10.0 using Jbuilder.
• Implemented teh Application using different design patterns Factory, Business Delegate, Adapter, Interface, Singleton, MVC pattern, Value Objects & many other patterns.
• Involved in teh development of UI screens using JSP, XHTML, CSS, DHTMLand JavaScript
• Developed dynamic web based customer interface for tracking assets(AST System)
• Worked on deploying application in UNIX environment and wrote Shell script’s for automation tasks.
• Implemented AJAX based functionality for rich user interface.
• Developed various test cases and performed unit testing and peer-code review using JUnit.
• Maintained versioning using Clear Case.

Environment: Java, J2EE, JSP, Servlets, Spring Web Flow, Hibernate, Java beans, Weblogic Application Server, XML, XSLT, Web Services, SOAP, WSDL, UDDI, HTML, DOM, SAX, AJAX, JavaScript, Shell Scripts, Eclipse, Oracle 10g, PLSQL, JDBC, Junit, Maven, log4j, UNIX, Windows.

Confidential, GA

Java Developer / Programmer Analyst

Responsibilities:

• Teh Application was based on J2EE Architecture for server side and teh front-end on Struts2 Framework
• Interacted with other Architect and Business Analyst for requirements gathering, Business analysis, and for other system dependencies
• Designed Use Case, Java classes, Sequence diagram in UML using Rational Rose.
• Designed Java classes as per OO Design.
• Modified JSP pages, Action classes for Struts
• Developed User Interface using Struts framework.
• Consumed WebServices to get offers and promotions with business partners.
• Designed logic to make specific webservice calls to retrieve offers related to teh transaction being done. Minimized making unnecessary webservice calls.
• Also enhanced teh logic of displaying teh offers in a descending order of value, value being determined using many factors like savings amount etc.
• Programmer Analyst (Production Support)
• Replicated, Analyzed teh issue, and figure out teh root cause for teh issue.
• Validated teh requirements, analyzed actual behavior of teh application and determine teh fix for teh issue.
• Lead teh weekly data maintenance releases.
• Coded to fix teh issue. And also lead a few GO LIVE’s.
• Involved in improving overall performance of teh application by fine tuning SQL queries, writing stored procedures, enhancing JSP’s.

Environment: Java, J2EE, JSP, Servlet, STRUTS2, Weblogic Application Server10.3, JBoss, XML, XSLT, HTML, DOM, SAX, SOAP, WSDL, JavaScript, Oracle 9i, PLSQL, JDBC, ANT, Perforce, MVC, OOD, Unix shell scripting, Linux.