SUMMARY

• 7+ years of IT Industry experience, with more than 6 years of Service Now development and administration experience supporting the ITSM applications using ITSM tools and ITIL processes.
• Experience in Software Development Lifecycle (SDLC) managing project scope, requirement definitions, resource management, managing work schedules, project status reporting, project coordination and conflict resolution.
• Hands on experience with ServiceNow Service Watch, Approval Rules and Assignment rules, On - call Scheduling and notify, Access controls, Security, workflow editing, Order Guides, and Work Flows in Service Catalog Management, Siebel integration.
• Creating data sources and loading Service-Now tables with different data formats and transform maps both with automatic field mapping and scripting. Fire eye tool Integration with Service-Now using Email inbound actions scripting.
• Experience with Email Integration, LDAP integration, External Web services Integration both SOAP based, and REST based. Responsible for establishing single sign on through LDAP, on company's login portal. Created directory system agent using LDAP server.
• Expertise in CMDB Design and development, using DISCOVERY for loading configuration information to CMDB in ServiceNow.
• Strong understanding of ITIL V3 with deep functional and technical knowledge of the Service Now platform. Experience delivering medium to large-scale Service Now implementations and complex ITSM environment integrations.
• Gathering requirements and converting BRD's into technical requirements. End to End Development and Customization of Incident/Problem and Change management applications as per ITIL and Invesco's processes and policies.
• Experience with Management Platforms such as AWS, VMware, AZURE, BMC, SharePoint and integrating these platforms using ServiceNow discovery.
• Experience in handling Bug Fixes and Enhancement Requests Actively Involved in End User Portal design, and the ongoing support and maintenance using CMS application ServiceNow.
• Assisted in providing ServiceNow Architect solutions to articulate and mediate tradeoffs related to scalability, manageability, testability, security, maintainability, usability, functionality, cost, and time.
• Proven record of providing outstanding customer service, talented relationship developer, self-motivated professional who seeks challenge and opportunity in ServiceNow ITSM platform development, support, and management.

TECHNICAL SKILLS

ITSM Tools: Service-Now, CMS, SAM, and LDAP, ITSM Suite, HP Service/Access Manager, BMC Remedy, Remedy Now, SharePoint

Programming Languages: C, C++, Java 7, Python 2.2, SQL 10.0, Jelly Script, AngularJS 2, Bootstrap 3.0, Hibernate 4

Web Development: HTML5, Atomic CSS3, JavaScript, Glide Script, Servlet, JSP, Perl 5.26, PHP 7, JSON, AJAX, XML, XHTML

Software Methodologies: SDLC, Waterfall, Agile, Scrum.

Databases: MySQL 5.6, Oracle 10g, 11g MSSQL 2012/2014, PLSQL, SQL Client, MongoDB 2.6

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat 8, IDE, Eclipse, Net Beans, WSDL, SOAP, REST, Visual Studio 4.5, Adobe Dreamweaver, Notepad++, Sublime Text2

Tools: and Packages: Log4j, Dreamweaver. Oracle Reports, Jasper, Crystal Reports 12/14

PROFESSIONAL EXPERIENCE

Confidential, Lenexa, KS

Sr. ServiceNow Developer

Responsibilities:

• Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Worked as Service-Now Consultant for LOB Applications.
• Lead the design and development of Customer Service Management Module
• Worked on Service Now Instance Setup, SSO integration, Deployment, Cloning, Upgrade, Health Check and Lead the design and development of various integrations with Service-Now.
• Developed Custom Orchestration Activities to reutilize processes recursively.
• Experience working in Software as a Service (SaaS) environment.
• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
• Installed and configured collectors configured credentials and built service watch dashboards in Service watch.
• Hands on Experience in creating the web design prototypes and the leveraging rapid web design.
• Collaborated with third party hosting provider to troubleshoot discovery.
• Developed notifications to send communication to other systems, Worked on User Management to add, update and deactivate users in ServiceNow.
• Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Responsible in creating and maintaining report, generating reports, and email notifications.
• Implemented Kingston Release in test environment and performed proof of concept on population with the instance.
• Integrated platform with Azure and Active Directory for user control access.
• Implemented Major incident management process and performed unit testing and integration testing and prepared and documented the test cases.
• Hands on experience using the Update sets to move the customizations from development environment to the Production Instance Environment.

Environment: ServiceNow, Java Script, JSON, jQuery, Web Services, Angular JS, SOAP, SQL, XML, HTML, DHTML, CSS, XML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM

Confidential, Carbondale, IL

Service Now Admin/ Developer

Responsibilities:

• Developed business architecture using requirements such as scope, processes, alternatives, and risks.
• Manage development projects utilizing a service-based approach including working with stakeholders to gather requirements, providing estimates, designing solutions.
• Primary focal for defects, enhancement requests, and issues for Incident and Knowledge capabilities reported by the Service Desk, Retail, and Deployment teams.
• Principal developer for fixes and enhancements to the Incident capability within ServiceNow. working with email notifications, inbound actions, reports, gauges, and home pages.
• Experience on creation of catalog items, wizards, record producers, interceptors, user guide.
• Working on creation and customization of complex workflows and custom workflow activities.
• Worked with transform maps, data sources and different transform scripts for data loads and management.
• Working with complex UI customization, BMC map customization and UI macros.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• 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.
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Designing of Content Management System which involved layout, CSS, and Service Catalog work.
• Utilized the Service Now Service Catalog for users to create Service Requests and Service Items.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Hands on Experience with Jira and workday integrations.
• Automate infrastructure in AWS using amazon web services and Configuring EC2 Instances.
• Experience in managing AWS VPC (Virtual Private Cloud) environment.
• Strong knowledge in all phases of Software Development Life Cycle (SDLC) for enterprise applications
• Strong experience in working in various software development practices like Waterfall, Agile.

Environment: Service now, Java Script, Ajax, Glide Script, JSON, jQuery, Prototype, Web Services, SOAP, Script Include, Client Scripting, Service Catalog Workflows, Web services scripting, Integrations, Cloud services, ITIL, SCRUM.

Confidential, Los Angeles, CA

Service Now Admin/Developer

Responsibilities:

• Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current Service now system.
• Monitored and performed Service now admin activities which involve user and group administration.
• Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.
• Involved in developing Service Catalog which includes creation of new catalog items, designing workflows and execution plans.
• Developed new Service Catalog Items and fix bugs in incident, problem and change management.
• Involved in configuration of Email notification to alert the users of Service now.
• Developed solutions using web services, SOAP, JavaScript and other web technologies to integrate Service Now with internal/external systems and tools like Jira and Remedy.
• Experience with DISCOVERY tool in ServiceNow to fetch the CI related information
• Worked on REST API as a third-party application for Integration.
• Integration of third party web application with remedy through inbuilt BMC Remedy web services.
• Involved in transfer of data from one instance to other by creating and modifying Update sets.
• Worked on Import Sets to transform data and transform maps.
• Involved in testing forms and reports for correct mapping of the objects and data transfers.
• Implementing new functionality using Business rules, UI policies, Access control lists (ACL) etc.
• Created workflows for cloud provisioning automation/integration with Cisco.
• Created homepages including basic reporting, gauge configuration and dashboards.
• Used Jelly Scripting for Creating UI Pages, ACL's and UI Macros.
• Configured UI Page and UI Macro using the Jelly, Angular JS and JavaScript.
• Extensively worked with Apache Jelly to create various types of UI pages and Macro templates.
• Performed Data migration to import data from other applications and external databases.
• Created many standard work flows which are propagated and handled many custom events.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Change Management, HTML, Java script, CSS, CMDB, and Service Portal.

Confidential - Startup, MA

ServiceNow Admin

Responsibilities:

• New fields were added to support the client requirement along with the set of business and client rules, UI customizations, to fulfill client requirement.
• Updating Incident/Problem/Change module based on client feedback.
• ServiceNow Application UI Configuration, Data Loads using import sets, development of reports & metrics for executive management.
• Implemented the ServiceNow Multi-provider SSO application to integrate with Microsoft Azure and LDAP
• Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
• Coordinated with various stake holders and offshore team on day to day issues.
• ServiceNow Application UI Configuration, Workflow Configuration, Data Loads using import sets, development of reports & metrics for executive management.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Worked as a Pre and Post installation consultant to define and implement industry (ITIL) best practice for the ServiceNow ITSM Platform.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Involved in daily, weekly, and monthly meetings with client on the work progress and discussions on the upcoming work.

Environment: Berlin, Glide Script, Java script, Jelly Script, Workflows, Incident, Problem, Change, CMDB, HTML, CSS, AJAX

Confidential

IT - Remedy/ ITSM consultant

Responsibilities:

• Responsible for gathering requirements and designing the Service Catalog for Bank of America organization from the scratch.
• Involved in providing the design solution, technical methodologies, and processes solution to meet the customer requirements.
• Design solutions to enhancement requests by developing with JavaScript and implementing workflows.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools.
• Involved in developing workflow customizations and performing quality assurance testing and user acceptance testing.
• Responsible for preparing design level, program-level, and user-level documentation.
• Involved with working in an Agile development environment.
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining, and refining the computer software in Service Now to produce the required product.
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.

Environment: Windows Server 2003, SRM 2.x, MS-SQL Server 2005, BMC Remedy 7.1 p3 ITSM 7.0.3, Remedy AR System 7.6.03, Remedy Change Management Module 7.5, Remedy SLM 7.5, BMC Atrium CMDB

Confidential

Web Developer

Responsibilities:

• Design, build, or maintain web sites, using authoring or scripting languages.
• Identify problems uncovered by testing or customer feedback, and correct problems or refer problems to appropriate personnel for correction.
• Analyze user needs to determine technical requirements.
• Renew domain name registrations.
• Write supporting code for web applications or websites.
• Perform website tests according to planned schedules, or after any website or product revisions.
• Register websites with search engines to increase website traffic.