SUMMARY

• About 11+ years of experience in IT Industry with 5+ years of experience in ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite(ServiceNow).
• A ServiceNow expert with experience on implementing end - to-end ServiceCatalog, Incident Management, Configuration&Asset Management, Change Management and Release Management with extensive knowledge on Content Management System and Service Portal.
• Experience developingServiceNow applications from business requirements and technical design documents.
• Experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Created a responsive service catalog for accessing real time data on the Portal.
• UtilizedOrchestrationto extend workflows to interact with systems and applications outside the ServiceNow instance and automated the process
• Created new service Catalog items, order guides, record producers and modifying the existing ones as per user needs.
• Data from different sources are extracted using data sources and loaded using staging tables.Data loaded is then transformed into target tables using transform maps..
• Experience in custom application development & integration with other tools.
• Knowledge of HTML, XML, JavaScript, Integrations (web services, SOAP, email, MID, etc.).
• ServiceNow specializes in IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) applications and provides forms-based workflow application development
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients..
• Expertise in Service Now domain separation management and service now security implementation
• Created many Custom Applications like CPA, performing environmental promotional activities from Dev. to QA to Prod
• Installing MID Servers and scheduled discovery to find available devices in the network.
• Understanding and experience of IT operation management (ITOM).
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical and coordinating effort of administrators.
• Extensive experience working with databases Oracle PL/SQL, MySQL and SQL Server

PROFESSIONAL EXPERIENCE

Confidential, Cary, NC

Service Now Developer/Admin

Responsibilities:

• Created Applications, Modules, Tables, and Columns as per the requirement specifications in ServiceNow.
• Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
• Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.
• Development and Implementation of Service Watch for Automation of IT operations Management (ITOM).
• Customized the out of the box self-service page according to the requirements. The Service Catalog was replaced with a catalog item giving the users access to create an issue that will go through approval workflow in the customized table.
• Perform day to day administration of the ServiceNow tool Maintain business services and configuration item relationships in ServiceNow tool.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
• Developed number of codes and test technical solutions for ServiceNow implementations.
• Worked on the latest release Helsinki which is the advanced release and discovered ServiceNow upgrades.
• Interface extensively with all areas of the organization including Operations and Development.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Created roles and ACL’s to applications created in ServiceNow.
• Created reports for reporting of different ITSMprocesses.
• Created schedules, reports and monitor performance of ServiceNow.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Developed appropriate domain architecture and worked on domain separated MSP environment.
• Designing Technical Specs pre-development and updated post Development. Developed the business logic based on the requirement.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module
• Assigned new records to domain from a module using domain separation.
• Involved in upgrading version of ServiceNow from Fuji to Geneva with focus on Service Catalog and have knowledge with patches for same version.
• Created transform maps for importing CMDB data, automatic field service mapping and scripting
• Configuring system, workflows and worked on Orchestration to automate frequently used service requests.
• Involvedindesigning,developmentofHomePage,PlaceOrderforServiceCatalog,Knowledgebase,create a service ticket, Schedule a call from the service desk and schedule a time for solving the issues with one to one personally.

Environment: Service Now, JavaScript, XML, HTML, Windows, UNIX, AJAX, Middleware, Networking

Confidential, Birmingham, AL

Service Now Developer

Responsibilities:

• Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans.
• Created functional and technical specifications documents for various Service Now modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Coordinated the instance upgrade activities.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.
• Worked on implementing the MSP (managed service provider) instance for Service-Now and domain separation for Service-Now instances.
• Worked on CMDB from the scratch.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.
• Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
• Worked on UI Macros to create pages as templates on requirement from the stakeholders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolved typical Users access and roles issues by checking active directory and users table.
• Pulled reports and scheduling the reports as per the client requirement.
• Created database views to pull the reports on variables, which are being used by catalog items.
• Wrote Catalogclient scripts and UI policies to make client side changes.
• Implemented security scheme and controls by using contextual security, control systems and data security
• Created the UI pages to use them in catalog items, Implemented-using UIscripts.
• Created Knowledge articles to document the steps in creating the catalog items.
• Worked on different kinds of variables and variable sets.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Used ACL's for controlling the security mechanism in Service Now.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Wrote script includes invoking them in reference qualifiers or variable scripting.

Confidential, Houston, TX

Service Now Developer / Administrator

Responsibilities:

• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.Imported Configuration Items(CI) using import set tables
• Working with client and functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Worked on customizing Incident, Problem and Change management screens using ClientScripts, UI Policies, UI Actions and Business Rules.
• Design and implement new functionalityusing Business Rules, UI Policies, and Access Lists
• Created Buttons and context menus both on form and lists using UI actions
• ServiceCatalog and Request Workflow Design and Configuration
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• The service we also provide to clients is a semi managed service for administering their Service desksthat has been implemented. This includes various administration tasks within Service desk software.
• Designed many email templates by using html and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
• Written script includes and invoked them in business rules and client scripts
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel,integrated Service Catalog and Incident module.

Confidential, Burbank, CA.

Java/Web Developer

Responsibilities:

• Created some UI screens using HTML and JavaScript, jQuery, CSS.
• Developed and implemented JunitTests.
• Added new functionality to admin console to create and update rebalance, reconciliation of reports
• Developed PL/SQL Packages, Procedures, Triggers, Cursors and Functions according to the requirement
• Created JMS component adapters to interact with the Oracle database.
• Worked on SQL queries, SQL Tuning, PL/SQL Tuning & Performance Tuning
• Implemented logging using log4j
• Worked with SVN to checkout and check in the code.
• Done the unit testing and system Integration testing
• Involved in the defect tracking, fixing and enhancements
• Worked with Confidential Tomcat Server by creating JMS destinations, Data Sources and deployment scripts using ANT.

Environment: Java, HTML, CSS, jQuery, SQL, web services.

Confidential

Jr.Java Developer

Responsibilities:

• Object Oriented Analysis and Design for the system from use case and requirement documents usingUML, Rational Rose.
• Involved in designing system architecture and identifying proper patterns and framework for the system.
• Participated in analysis activities, software design and design reviews with Sun Microsystems.
• Communicated with Business Owners to finalize Use Cases, Design documents and System Architecture documents.
• Designed Presentation layer using MVC, Struts framework. Designed Action classes, Action forms and controller design.
• Designed Web Services architecture for the application using SOAP, XML/XSLT, WSDL and UDDI.
• Designed wizard based Credit application module for the application. This module is the heart of the application and was a complex one.
• Co-ordinate the user interface design with the separate group responsible for the HTML layout.