SUMMARY

• Over 6 years of IT experience and 5 years of experience in ServiceNow platform as a developer and administrator.
• Functional noledge and implementation experience of IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) frameworks with demonstrated project management skills working directly with clients.
• Strong understanding of service modules of ServiceNow including Portfolio and Configuration Management, Incident and Problem Management, Catalog Requests, Integration of Web Services, and Service Portal, Service Catalog Requests, Asset Management, Configuration Management, ServiceNow Administration, Change Management, Knowledge Management, Content Management System (CMS), Reporting, Scheduled Jobs.
• Configuring and customizing ServiceNow setup including UI actions, UI policies, Business rules, Data policies and Client scripts.
• Implementation and administration of ServiceNow; managing fine tuning, customizations and system configurations.
• Proficiency in application development, portfolio creation and designing analysis.
• Experience in Incident Communication, Business Impact Analysis, IT Service Management, Service Level Agreement and Service Request Management suites of application.
• Functional and technical noledge of teh ServiceNow platform as well as experience in delivering medium to large - scale ServiceNow implementations.
• Extensive experience in gathering, analyzing and management of requirements, writing PRDs, BRDs, business process modeling, and Data Flow Diagram (DFDs).
• Knowledge of Web Services - Direct Web Service API of ServiceNow, SOAP, HTTP, MID Server, SSO, LDAP, and WSDL.
• Functional experience in JAVA, JavaScript, HTML, CSS, DOM, with proficiency in debugging and troubleshooting.
• Experience with Eclipse, Android and Visual Studio, Application and User Interface Development.
• Familiar with Software Manual, Automation Testing, Optimization, Cross Browser Compatibility, ServiceNow Content Management System (CMS) and Employee Self Service (ESS) pages.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Configuration development and development of requirement integration components (SSO, LDAP).
• Strong skill set in ServiceNow suite development including SOAP/REST integration, Web services, Discovery, Workflow and CMDB.
• Good understanding on various ServiceNow versions such as Paris, Orlando, New York, Madrid, London, Kingston, Jakarta, Istanbul, Helsinki, Geneva, Fuji.

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer

Responsibilities:

• Work on ServiceNow ITOM business development, project delivery, and provided consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
• Maintain and administer teh implemented instance of ServiceNow and performed tasks such as configuring users, company, site, location and other existing fields, support groups, assignment rules, categorizations, CI data, SLA etc.
• Create notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Develop solutions within ServiceNow environment to include new or modifications to applications, forms, workflow, policies, actions, access control, interfaces and other configurations required to support client processes.
• Development of Service catalog which includes creating new catalog items, HR case module, designing workflows and execution plans.
• Design Service Portal for user access to Knowledge Base and Service Catalog.
• Develop several UI Pages and service portal as per business requirements.
• Determine, analyze and formulate current practices, user needs, workflow processes, issues and potential solutions.
• Facilitate in test plans for network, user acceptance and parallel usage to determine configuration for user interface.
• Involve in analysis of end user requirements and business rules while working closely with tech leads and business analysts.
• Create, export and retrieve update sets, schedules, reports, new business rules, script includes and client catalog script.
• Assist in adherence to IT Service Management enterprise policies, standards, procedures and guidelines for all ITIL processes.
• Configure Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Responsible for teh implementation of ServiceNow ITSM suite, Discovery, Event Management, Service Watch/Service Mapping.
• Define teh functional needs for our ITSM system, ServiceNow, and architected specific implementation.
• Manage SLA definitions for different Service Groups and Software Discovery.
• Perform integrations and process automation using ServiceNow Orchestration.
• Conduct assessment of existing change control, incident and problem management processes to develop and implement continuous process improvement plan.
• Run HR reports to view teh status of HR cases, track them, and intervene where required to improve overall efficiency and effectiveness.
• Create and utilize Update Sets to move all teh work from one instance to another.
• Implement ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Customize teh user interface of Incident, Problem Management and Change Management Applications of ServiceNow using UI Policies and Client Scripts.
• Performed integration between service watch and ServiceNow CMDB.
• Fix Bugs and enhance already implemented applications like Service Catalog and Service Level Management.
• Use web services to integrate CI/Asset data for showing association of Servers to Applications and Asset Classes.
• Monitor (server and/or application) health and teh performance, availability, security, and integrity of teh application and data; and made recommendations in order to improve application's functionality or performance; and periodically generate reports based on analysis/interpretation of monitoring activities.
• Extensive experience in content management system and project portfolio management creating new and managing existing project portfolios.
• Experience with Web Services integrations and with web services via APIs and worked on Active Directory, LDAP, JAVASCRIPT, AJAX, CSS, XML, HTML and UNIX.

Confidential

Responsibilities:

• Configured and customized Incident Management and Problem Management applications to meet business requirements.
• Designed and implemented custom UI for lab users using Angular JS, JavaScript and HTML.
• Created Order Guides according to teh client requirement.
• Maintained and administered implemented instance of ServiceNow modules including: Incident, Change, Problem, and Service Catalog.
• Wrote Business Rules, Client Scripts, UI Policies and UI Actions to customize teh instance as per Business needs.
• ServiceNow Development and Implementation of ITOM product such as Discovery, Service Mapping and Event Management.
• Worked on Service Portal; modified several widgets and me has a thorough understanding of teh Angular framework on which Service Portal is built.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management in Helsinki and Istanbul version.
• Built reports, gauges and home pages; searched, populated and customized teh noledge base.
• Helped customer realize business value from CA Clarity PPM tool.
• Defined processes to monitor and evaluate teh performance of key Portfolio components; analyzed risks and benefits during "Phase Gate reviews"
• Optimized and balanced teh Portfolio for performance and value delivery; evaluated Trade-offs of Portfolio objectives- balancing of short-term goals against long-term goals.
• Involved in providing Implementation and production support for Service Catalog, Asset Management, Knowledge Management modules.
• Created and utilized Update Sets to migrate customizations from one instance to another and between systems.
• Analyzed end-user requirements and business rules based on given documentation.
• Configured LDAP Server and LDAP Listener for updating teh user and group table record.
• Configured Email Notifications for different modules in ServiceNow.
• Involved in working with process owners to develop workflow; implemented teh workflows in Service Applications and administered teh tools and enhanced requests by Java Scripts.
• Configured multiple Catalog Items Front-end web/GUI components using JavaScript, SOAP, Web services, CSS, HTML5.
• Imported Data in different formats (excel, csv, xml) via attachments into ServiceNow.
• Wrote Data Sources, transform maps and properly analyzed coalesce to avoid duplicates in ServiceNow.
• Experience with Web Services integrations and with web services via APIs and worked on Active Directory, LDAP, JAVASCRIPT, AJAX, CSS, XML, HTML and UNIX.
• Worked on Discovery and set up mid servers and check for teh connectivity, Became an expert in troubleshooting Discovery tool.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Worked as a Product Owner to focus on user needs and collaborate accordingly with technical team.
• Conducted business studies on past, future and comparative performance and develop forecast models.
• Identified trends, advise company and recommend actions to a senior financial analyst based on comprehensive analysis.

Confidential

Java Developer

Responsibilities:

• Prepared a detailed plan for teh design and development of teh above modules having considered teh dependencies on other development centers, contingencies, resources and time based on teh complexity of each sub task.
• Developed a SOAP Based Web Service to update teh various status, keys related to customer in teh database whenever it gets invoked by teh various User Interface and Legacy Systems.
• Performed teh workstation set up for developing teh project
• Created teh web service which gets redirected using teh ESB Mule Server.
• Implemented various operations of Auto Background Listener to update request Database with corresponding fields.
• Built complex desktop - style UI using HTML, CSS, JavaScript, AJAX including configuration wizards, interactive reports.
• Involved in developing Web Interfaces using teh Angular JS, JavaScript, and JQuery
• Designed necessary backend Java classes to support data access and user authorization.
• Developed various daily jobs using PL/SQL stored procedure to update notification status in multiple tables.
• Created WSDL and REST based Web services for adding, modifying and deleting trading partners.
• Debugged and enhanced performance of teh web application.
• Developed high quality software solutions dat satisfy our customers' needs.

Confidential

PHP/MySQL Developer

Responsibilities:

• Built Web pages dat are more user-interactive using JQuery plugins for Drag and Drop, Auto Complete, JSON, Angular JS, JavaScript, Bootstrap.
• Participated in meetings with teh end-clients to develop layout, color scheme for teh web page and implemented them with teh help of HTML5, CSS3 and JavaScript.
• Used JQuery to traverse through a DOM tree and manipulated teh nodes in teh tree. Implemented teh Drag and Drop functionality using JQuery framework.
• Developed components to fetch teh data from teh back end using AJAX and JQuery.
• Helped in implementation of PHP MySQL solutions as per project specifications.