SUMMARY

• Around 9.5years of experience in software analysis, design, development of web centric, object - oriented enterprise applications using ITSM technologies like ServiceNow, BMC Remedy, HP Service Manager etc.
• Working experience of various phases of SDLC such as Design, Code Construction and Test.
• Strong skill set in the ServiceNow suite development including CMS, SOAP/REST integration Service Catalogs, Update sets, Discovery, Business Rules, Workflow, and CMDB.
• Hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Integration wif Web Services
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Good understanding of object-oriented analysis design and application development.
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications using J2EE technologies.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.
• Involved in database designing by creating database objects such as Tables, Views, Indexes and developed code in the mid-tier server integrating Service Now wif other IT systems.
• Built and executed test scripts and validate results to ensure dat configuration/customization meeting process owner’s needs.
• Experienced on LDAP Integrations using SAML2.0.
• An understanding of IT Asset & Configuration Management Methodology. Basic understanding of the ISTM/ITIL principles and processes as
• Worked on waterfall, SDLC and Scrum environments.
• Worked on ATF (Automated Test Framework).

TECHNICAL SKILLS

ITSM Technologies: BMC Remedy, ServiceNow, HP Service Manager.

Programming Languages: Java Script, CSS, Angular JS, Bootstrap, SOAP and REST Web services.

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: Oracle 10g, MySQL

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

Version Control Tools: CVS, SVN

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE

Confidential, Irving, Texas

Senior ServiceNow Developer / Admin

Responsibilities:

• Involved in gathering the requirement from the business users, stake holders and responsible for managing the end requirement as well.
• Created documentation and templates for the requirement and got finalized by the business stake holders.
• Upgraded the implementations of ServiceNow version from (Istanbul to Jakarta).
• Implemented new service portal wif the good look and filed and categorized separation of incidents and requests and provided wif ITIL dashboard on the portal for the resolvers.
• Implemented lot more customization and created new features on the portal which are easily accessible and usable by the user.
• Implemented new feature on portal for request module called technician scheduler where user can schedule an appointment wif the deskside technician which sets up a meeting on their calendar.
• Expertise in HTML/CSS/java script/client script/business rules /script includes /ACL rules /Ajax /UI Policies / UI Actions etc.… and used in creating the service portal.
• Implemented the special tile on the service portal which will be populated and scrolled up on any updates / announcements and outages made by the organization
• Implemented Request module from scratch and separated the incidents from the requests.
• Created catalog items and customized the fields and used scripts to auto populate wif all the required information up on loading the form by using client scripts.
• Created record producers to insert the record on to the incident table to get more tiles on the service portal for issues and captured all the required fields on the native form.
• Implemented the integration between ServiceNow-Workday which is related to the HR module to capture all the Termination and New Hires made by the organization.
• Implemented Asset management and integrated wif the workday to push the information of the asset attached to human so the record in both the systems is marched and upon Termination HR will collect asset.
• Routed all the tickets to Service desk and provided wif the ACL dat they can rewrite the assignment group and captured reason for doing the changes.
• Integrated wif AD to capture all the Users and Groups information to the ServiceNow and assign the roles and providing permissions to access ServiceNow.
• Activated service desk survey to know how satisfied the users wif the performance of the technician and created reports to capture the responses provided by them.
• Setting up wif the dashboards for the reports and created new reports for the surveys.
• Created SLA’s and made sure the tickets are getting resolved wifin the provided SLA’s, if not sending the email to the resolver and reminding.
• Created multiple complex workflows which triggers and calls different workflows in single workflow based on the rules and in order to automate the approval process.
• Created workflows for the Termination and New Hires made by HR and added some information message to the form by coloring the header for Termination tickets.
• Implemented scheduled jobs to update the information of the employee profile and to trigger tickets based the end date on the Termination tickets.
• Customized the asset inventory form according to the business requirement to capture all the information related to them so dat to update back through integration.
• Provided wif the solution for the existing breakage issue wif in the integration and made it workable.

Confidential - Dallas, TX

ServiceNow Developer / Admin

Responsibilities:

• Expertise in CMS and CMS+ Plugins and was responsible for managing front end requirements as well.
• Involved in introducing AngularJS Plugin into ServiceNow and widely used it in creating the front-end view of Portal.
• Worked on managing the UI Scripts, UI Macros and UI policies.
• Performed integrations wif two other ServiceNow related instances apart from Portal (REST, Scripted Web Services & SOAP).
• Involved in managing the Mid Server and monitored it throughout the project.
• Automated the process and worked on Opportunities, Quotes and Contract related to CRM.
• Involved in tracking, managing and fixing the Incidents, Problems or Changes related to Portal and sometimes Surf/Hi related issues.
• Expertise in ServiceNow scripting including Business Rules, Client Scripts, Script Includes, Ajax calls etc.
• Created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow.
• Defined users, groups and roles and providing accessing permissions in ServiceNow.
• Worked on migration between various ServiceNow environments using Update Sets.
• Using import sets migrated the data from internal ServiceNow tools into the portal.
• Implemented SSO (Single Sign On) OKTA, using import sets.
• Worked on creating workflows in order to automate the approval process.
• Created workflows for automating the process of approvals between ServiceNow and SAP. Used Dynamic Approval rules in order to send the approval to a particular person or a group.
• Also worked on setting up team dashboard in order to push/pull the update sets wifout any hassles.

Confidential, Denver, CO

ITSM ServiceNow Developer

Responsibilities:

• Participated in the upgrade implementations of ServiceNow Eureka to Fuji
• Performed requirements gathering & validated requirements wif stakeholders
• Participated in ServiceNow implementation of Self Service Portal for end users usability
• Reviewed & translated business needs into Requirements for technical development teams (Dev Ops)
• Represented project stakeholders throughout Requirements gathering & development process.
• Revamp Service Catalog of about 200 catalog items by classifying them into two major classes as Service Catalog and Technical Catalog
• Managed user story backlog of requirements in an agile environment for process owners on Incident, Problem, Change, request fulfillment and Service Catalog Management.
• Written and reviewed test scripts for UAT Testing of enhancements developed for various process areas
• Managed email templates & SLA notification for Problem, Incident, Request Fulfillment, User Story tasks and deployment activities during application development lifecycle.
• Managed email notifications requirements for different process areas
• Created document mock-ups to support requirements & write use cases wif process scenarios
• Identified opportunities for business process improvement based on the IT Service Catalogue and promote IT service and value.

Confidential, Solano County, CA

ServiceNow Developer

Responsibilities:

• Worked wif business analysts to design requirements so they could be more easily and quickly developed and tested
• Contributed to the success of multi-million-dollar projects such as a complex customized ordering system for a large client, as well as the complete revamping of the existing GES US/Canadian online ordering system for the European market.
• Responsible for black box testing on modifications and enhancements for al customer-facing products (web and mobile applications) prior to production release, and smoke tests after updates and fixes had been made to production.
• Completed enhancement successes as a result of new functionality along wif defects status.
• Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
• Discussing the business requirements wif clients and documenting them into process requests.
• A Service Now expert wif experience on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), Change Management and Release Management wif Knowledge of Content management.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on CMDB from the scratch.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Worked extensively on LDAP integrations. Very good understanding of Integration wif these varieties of protocols: SOAP, JDBC, and ODBC.
• Good knowledge on Single Sign on and event-based integrations.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, cHTML5
• Written 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.
• Written script includes invoking them in reference qualifiers or variable scripting.
• Integrated Service catalog module wif “Net cool” monitoring tool using Web Services and fixing the issues which come up while the tolls are getting interacted.
• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.

Confidential

ITIL Coordinator

Responsibilities:

• Has transitioned the pilot process along wif team lead
• Worked on Incident Management in a tool called HP Service Center, where we has a list of tickets to be worked upon, generated automatically by the customers and the users when they send the mail to our Generic Mail box.
• Provided requesters wif user as well as admin access for different applications like CAT, PCR, Smart portal, Siebel, ECIP.
• Provided wif admin rights where we resolve the log in issues which the users are facing wif different tools.
• Created as well as deleting the user’s profile in Siebel. Adding as well as removing the users to the different PDL’s. Maintaining distribution list.
• Ownership of ticket tracking as long as they are open and unresolved
• Worked on Siebel platform mainly to resolve the issues and closing the tickets in HPSC tools
• Routed the tickets to different team or workgroup if it is out of our scope and maintaining the track so dat the users get appropriate solution wifin SLA.
• Escalated the issue wif technical and second line support to resolve the customer issue. Following up for the update
• Generated the report and assigning the tickets to team mates. Ensuring the tickets is closed wifin SLA.
• Generated weekly reports and discussing about the achievement and challenges faced by the team through weekly calls wif the customers.
• Has done process improvements which made the team to achieve 100% SLA

Confidential

Change Coordinator

Responsibilities:

• Worked for release management for the major release like ECM Migration and other
• Receiving a change request (RFC), reviewed it for completeness, assessing, approving or rejecting, and if approved, scheduling and monitoring the implementation of the change
• Managed change records wifin agreed time frame to closure.
• Took the ownership of the entire change cycle, from creating change record to closing the status of the change.
• Raised changes in TSRM tool and preparing CAB reports
• Built and maintained the consolidated Change schedule.
• Communicated changes dat has been identified as having pervasive impact of the change controller and other change controllers in their region. The change controller will communicate to other change controllers using the controller distribution list.
• Reviewed failed and cancelled changes to identify the cause for the failure or cancellation to ensure dat no outstanding issue exist dat require additional attention and ensuring dat those issues are resolved by appropriate individual.
• Conducted CAB meetings, where we discuss about the changes scheduled for the next ten days and reviewing the status of the failed changes if any.
• Interacted wif SDM on regular basis to provide feedback on improvements about the project if any.
• Trained technical people on process and tool.