SUMMARY

• Overall 11 years of professional IT experience wif around 5 plus years of experience in Service Now platform as developer.
• Involved in creating Widgets for teh UserServicePortal.
• Hands on experience on various IT Services modules ofService - Nowtool likeServiceCatalog Requests, Asset Management, Configuration Management,Service-NowAdministration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, Integration wif Web Services.
• Design and configuration experience in ITSM and customizing teh applications using Java script, AJAX and HTML inServiceNow.
• Hands on experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) inServiceNow.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Involved in reviewing teh requirements and designing of teh workflows in ServiceNow.
• Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow
• Worked on Discovery tool to maintain CI relationships in CMDB.
• Experience wifServiceNowDiscovery tool Service Watch to Discover and import CMDB items.
• Maintained teh integration of database and CMDB through teh MID Server, Schedule jobs, Import Sets and Transform maps.
• Installed and configured collectors configured credentials and built service watch dashboards in Service watch.
• Experience in working in AGILE based development environment and participating in Scrum sessions
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3
• Planning and conducting SIT/UAT preparation/status review meetings, Lessons Learned meetings and Risk review meetings wif Client, QA and Development Team
• Hands-on experience integrating ServiceNow wif external systems via web-services, Orchestration, Service Watch. Experience wif Governance, Risk, and Compliance (GRC) application.
• Coordinate wif test team and development team for quality standards & ensure adherence of organization quality standards during execution.
• Experienced in providingServiceNowArchitect solutions to support teh best practice needed to deliver teh business requirements.
• Hands on experience inServiceNow Web App/Platform/SAAS
• Working experience in creating workflows for Service Catalog items inServiceNow.
• Experienced in User Management to add, update and deactivate users in ServiceNow.
• Expertise in using UI Macros, Jelly Script and JQuery for working wif Content Management System (CMS) and Self-Service Portal.
• Experience in JQuery, JQuery plug-in, AJAX, Dynamic HTML, JSON, Angular.js wif Bootstrap and node.js.
• Integration of Web Service through SOAP and REST services
• Built highly interactive web-based application UIs dat can scale wif application complexity
• Evolved existing User Interfaces to increase interactivity, intuitiveness, performance and overall user Delight.
• Helped teh business development team to complete teh RFIs and RFPs.
• Prepare all clients facing and internal deliverables dat are technology related.
• Interface wif ServiceNow technical teams such asSecOpsinfrastructure to successfully
• Implement teh Security Incident Response and Vulnerability Response platform Build out teh back-end services and data models you need
• Applied new technology and innovation to improve platform functionality.
• Facilitated workgroup meetings, cross-functional workshops and LSS Work-outs.
• Provided management wif updates on project status, key metrics, issues, and risks.
• Maintained accurate and thorough project documentation/record keeping.
• Created and edited Vulnerability Response assignment rules;
• Created pop up notification application for Vulnerability Response email notifications;
• Assessed and amended Vulnerability Response SLAs for vulnerability groups;
• Configured and managed NVD, CWE, and third-party data libraries;
• Hardware and Software Compliance Asset Management. Attained good working noledge on Probes,Sensors, and Identifiers, along wif WMI, SNMP,SSH devices
• Configured SAM NVD vulnerability detection;
• Hands on experience creating HR Catalog and template, HR noledge management, HR Service Portal, HR Case management, Employee relation case, HR Profile, HR Integration, HR Administration, HR Dashboards and Reports.
• Worked on Project Portfolio Management PPM module to view all teh related projects and application at teh same time and track their progress by Gantt charts. Also worked on demands in teh PPM module
• Eliminated errors and enhanced efficiency by automating teh traditional GRC process.

TECHNICAL SKILLS

ITSM Tools: ServiceNow, ITSM Suite. ITIL, CMS, SCR, SAM, and LDAP

Programming Languages: C, C++, Java, JavaScript, Python, Angular JS, Bootstrap, JELLY HTML5, CSS 3, PHP, XML, ASP.NET

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

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

PROFESSIONAL EXPERIENCE

Sr. ServiceNow Developer

Confidential

Responsibilities:

• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management andServiceCatalog modules.
• Facilitating rollout of new applications and modules and Design and implement new functionality using Business Rules, UI Policies, Access Lists etc.
• Imported Configuration Items (CI) using import set tables. Worked on teh asset management and imported teh data in to teh Service Now.
• Configured workflows and created automated scripts for automated approval for events.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Worked on developing custom applications in ServiceNow, leveraging scripted workflows, complex business rules, client-side/server-side scripting, script includes, UI actions, macros, custom UI pages, ACLs, custom widgets, and custom reporting, custom CMS/ Employee Self Service portals
• Interface wif ServiceNow technical teams such as SecOps infrastructure to successfully implement teh Security Incident Response and Vulnerability Response platform
• Implemented LDAP Integration to load user and group data to Service Now using Import sets and Transform Maps.
• Created different catalog views for different user group.
• Performed Discovery Customizations including transformation of class data and restructuring discovery zone coverage for multiple probes.
• Deliver operational efficiencies and enhance GRC efficacy and control by delivering a system of engagement and real time actionable insights about teh enterprises' risk and compliance operations
• ServiceCatalog Request Workflow Design and Configuration.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management.
• Worked on PPM project management and demand management.
• Extensively Implemented Service Now process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog)
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions, create various workflows for Incident Management, Change Management,ServiceRequests and SLA's.
• Involved in creating scorecards fromService-NowCMDB.
• Worked on Content Management System for different vendors using ServiceNow instance.
• Managing data wif tables, CMDB import sets Users, Groups and roles.
• Worked on implementing new applications like Notify and Customer Service Management (CSM) in ServiceNow.
• Created teh inbound email actions and created RITM's.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now
• Working Experience wif ITBM Project portfolio Management (PPM) module.
• Have also worked wif Financial Modeling and Budgeting in ITBM module
• Worked on teh end to end implementation of demand management module.
• Worked on ITBM Demand Management and ITBM Resource Management as Well as ITBM financial Charging
• Gathered requirement/build/test teh third party Integrations like Zeros and Mule soft.
• Assisting client implementing teh MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Working wif client and functional requirements wifin Service Now.
• Used HR staff to create, manage, and view HR cases to process staff requests.
• Successfully managed implementations for employee self-service (ESS) portal, HR casemanagement, Asset and work ordermanagementsolutions.
• Involved in loading teh data from Remedy tool to ServiceNow instance in various forms like using REST API and SOAP API's.
• Responsible for setting up MID Server used byDiscoveryand troubleshooting problems wif teh tool configurations.
• Worked on CMDB data import using transforms maps and created an event rule to map metrics to specific CI.
• Extended workflows to interact wif systems and applications outside theServiceNow instance usingOrchestration.
• Developed ServiceNow Software solutions using Web Services, MYSQL, XML, HTML, CSS, and JavaScript.

ServiceNow Developer

Confidential

Responsibilities:

• Development and design of Self Service Portal.
• IT Service Management applications development onServiceNowplatform to automate teh day-to-day corporate business processes.
• Implemented Service watch created custom pattern and formed CI relationship.
• As per teh best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.
• Managing all teh activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Created all JavaScript logic (validation, animations, transitions, template, date picking etc.)
• Interaction directly wif functional/process owners over phone or WebEx to understand teh business processes and new requirements.
• Performed mapping usingServiceNowService Watch.
• TestedServiceNowInstance by moving Developing Instance to Testing Instance by usingServiceNowService Watch.
• Designing new Workflows and modifying teh existing workflows according to new requirements in an efficient manner.
• Worked on customization and configuration of Service Watch, Dashboards.
• Developed several client side scripting, catalog scripts, UI scripts, server side scripting based on business rules.
• Creating Custom Tables, Fields and Configuring Access Controls over them.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Development/Integration of Web services for B2B communication for Change Management using inbound and outbound actions wif script Includes and Sonic for teh synchronization between third party and teh ServiceNow Change application by processing XML Tags containing teh full information of teh record.
• Gathered requirements for SLA and configured inServiceNow.
• Migration from BMC remedy toServiceNow.
• Developed notifications to send communication to other systems. Nebula wif a URL or IP address and starts discovering all teh relationships dat makes up dat service.
• Developed a stand-alone functionality called "Copy Change"
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Worked on Macros and formatters.
• Following teh Release process to develop and deploy teh code in development to production environments as per proper approval from functional leads
• Configuring Integration Web Services wif Third Party application by using SOAP Web service.
• Enhancing teh Service-Now functionality by customized JavaScript code to support teh new business needs.
• Deployment checklist and test case document preparation.
• Incorporating teh coding standards and best practices in teh implementation.
• Deploying teh developed code to Stage/QA/Production instances using Update Sets.
• Providing support during teh UAT process and post production deployment.
• Root Cause Analysis for teh incidents and interruptions in process flow and applying fix for teh same wifin teh SLA duration.
• Conceptual and strategically analytical wif an ability to understand information system and thoroughly analyze and address business needs.
• Creating workflows to handle teh status flow once teh request is received from an external tool.
• Key contributor in Service Integration ITSM Tools team including configuring ITSM tools to engage TEMPeffectively over teh Service Integration Layer, building Web Services for different technologies and providing support for demos to internal stakeholders as well as client stakeholders.
• Analyzing teh workflows so dat teh existing interfaces and teh OOTB functionalities were not disturbed to meet client requirement wif successful outcome.
• Full responsibilities of Install DB, ARS, ITSM Suite in Production and Development Servers.
• Assist in client demo activities.
• Have done packaging of all teh requirements and deployed teh CR's on teh QA and Production server.
• Create technical specification documentation after all teh work TEMPhas been done.

Environment: Windows 7, JavaScript, XML, HTML, ServiceNow Fuji, CSS, AJAX, CMDB, BIRT 2.5.1, SQL Server.

ServiceNow Developer/Admin

Confidential

Responsibilities:

• Technical implementation of variousServiceNowmodules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Implemented best practice ofServiceNow Scripting, which enhanced teh System performance.
• Implemented Risk Management for teh Risk evaluation of teh change Request associated wif teh Configuration Item.
• Developed teh forms, workflows and sync between Problem, Incident and Change wif CMDB.
• Communicated wif end users, identifying their difficulties and changing teh applications as per their requirements.
• Responsible for providing Subject Matter Expertise related to theITSMprocess adoption and implementation.
• Collaborate wif worldwide peers and stakeholders to define teh requirements for teh process to collectively develop and sustain an activeITSMvision.
• Participating in meeting wif SME's and Project Managers to analyze teh requirements and developing teh workflow design of request items using Agile Methodologies
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations dat require modification of UI Pages/Macros.
• Designed Workflows, along wif standard Workflow templates which can be reused.
• Planning and coordinating teh execution of Implementation along wif Technical/Business validations post every Maintenance/Major release inServiceNow.
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Developed Integration wif System Center Configuration Manager (SCCM).
• Involved in customization of forms for variousServiceNow applications.
• Rendered data using Ajax and mustache template.
• Configured end to end process for Knowledge management, and worked on teh noledge Centered Support (KCS) plug-in.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Worked on UI Macros to create pages as templates on requirement from teh stakeholders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull teh reports on variables dat are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating teh UI pages to use them in catalog items, implemented using UI scripts.
• Creating Knowledge articles to document teh steps in creating teh catalog items.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating teh user and group table record.
• Designed and created homepages including basic reporting, gauge configuration and dashboard presentation.
• Involved in performance tuning of theServiceNowand also worked on System Diagnosis.
• Involved in documentation of business processes, functional requirements and conduct information flow analysis and process modeling wifin and across multiple business streams.
• Managed a team of offshore developers and getting them aligned wif teh process.
• Scheduled cloning and migration of data from instances wif ServiceNow.
• Worked on Configuring rules, monitors and management packs in SCOM and involved in testing reports for correct mapping of teh objects and data.
• Involved in variousServiceNowcustomizations as per client's requirement and also in migration between variousServiceNowinstances using Update Sets.
• Prepared documentation for requirements, design, installation, unit testing and system integration ofServiceNow.
• Created user manuals for all teh users on using Info View and exporting reports to various formats.

Java Developer

Confidential

Responsibilities:

• Designed teh application by implementing Spring Framework based on MVC Architecture.
• Designed business applications using web technologies HTML, XHTML, CSS, Bootstrap,JavaScript, Angular JS and JQuery based on teh W3C standards.
• Involved in teh review and analysis of teh Functional Specifications, and Requirements Clarification Defects etc.
• Involved in teh analysis and design of teh initiatives using Rapid Application Development.
• Wrote JUnit test cases to test teh functionality of teh code by using Mock Framework.
• Developed Servlets, Session and Entity Beans handling business logic and data
• Used Spring Framework for Dependency injection and integrated wif teh Spring Web Flows.
• Actively participated in requirements gathering, analysis, design, and testing phases.
• Used Stored Procedures to crunch data and creating view for fetching data from multiple tables on MS SQL Server.
• Designed use case diagrams, class diagrams, and sequence diagrams as a part of Design Phase using Rational Rose.
• Responsible for Database Connectivity through JDBC and writing validations and DAO's .
• Used Restful Web Services to communicate wif different application.
• Created user interface and performed multiple formatting using JSP, HTML and CSS.
• Performed validation utilities using JavaScript and AJAX.
• Developed deployment descriptors for teh EJB to deploy on Web Sphere Application Server.
• Implemented Service Oriented Architecture (SOA) using JMS for sending and receiving messages while creating web services.
• Developed Web Services for data transfer from client to server and vice versa using Apache Axis, SOAP, WSDL, and UDDI.
• Developing User Interface and implementing business process using HTML, JSP and Servlets.
• Redesigned Web front-end for scheduling system using HTML, CSS, and JavaScript, wif teh jQuery library.
• Designed and build document tracking/workflow system wif HTML, CSS, and JavaScript using jQuery, JSON, and a REST architecture.
• Involved in CoreJavacoding by usingJavaAPIs such as Collections, Multithreading, Exception Handling, andJavaI/O to fulfill teh implementation of business logic.
• Implemented teh Web Services and associated business modules integration.
• Involved in analysis, specification, design, and implementation and testing phases of Software Development Life Cycle (SDLC).

Network Security Specialist

Confidential

Responsibilities:

• Worked closely wif Vendors, Partners, Service Providers to prepare and review Scope of Work and Project Requirement Documents in line wif end user requirement and corporate objectives.
• Improving existing & deploying new monitoring policies to increase accuracy, uptime and visibility.
• Mentored and coached team of Network Engineers and created development plan to improve their skills.
• VPN administration on customer end and troubleshooting.
• To follow best practices, Redundant ISPs (Multiple Optical-fiber) are configured as failover (Active/Passive) rather than load balancing to ensure consistent NAT.
• Investigate performance related issues across teh network to identify teh problematic areas Coordinate wif L2 and L3 Team to troubleshoot and resolve teh issues occurring in a network.
• Participatingin conference bridges to support concerned teams on major incidents.
• Developed and maintained documentation and information like network diagrams, topologies in coordination wif business teams.
• Working wif Project Managers, Service Delivery Managers in planning and execution of Project Milestones and practices to meet SLAs.
• Performing network maintenance and system upgrades including service packs, patches, hotfixes and security configurations.
• Provided on-call rotation 24x7x365 coverage of networking services related to LAN, WAN, and Fiber Channel infrastructures.
• Applying teh changes or modification of existing policies on customer’s firewall as per to do list from tier 3.
• Network setups/problem replication, customer network configuration, network debugging.
• Set up VLANs and configured ISL trunk on Fast-Ethernet channel between switches.
• Configuration of access lists on Cisco ASA firewall 5500 7x and 8x Series.
• Maintained and supported Cisco 2500, 4000, 7000 and 7500 Series Routers as well as Catalyst 5000 and 5500 Series switches.

System Administrator

Confidential

Responsibilities:

• Supporting all desktop IT services including desktop PCs, laptops, IP telephony, meeting room video conferencing and office printing.
• Maintenance jobs, database backups and ensure dat they secure and reliable.
• Oversaw all aspects of teh domain in a Windows Server 2008 R2 environment.
• Installing and configuring computer systems using different build technologies.
• Following procedure/checklist and updating support documentation.
• Working wif windows servers and applications wifin a mixed OS environment.
• Created a user manual for all staff and reported on systems and processes for senior management.
• Provided high levels of technical support for internal staff.
• Responsible for troubleshooting and diagnosing hardware and software faults across Windows and Linux systems.
• Installation and administration of Active Directory, IIS, and Exchange Server.
• Configured and administered Microsoft Internet Security and Acceleration Server (ISA).
• Participate in functionality and user acceptance testing of new systems, and document possible defects.