SUMMARY

• 8 years of professional IT experience with 5 years of experience as ServiceNow Developer/ Administrator specializing in teh implementation and support areas of IT Service Management, Discovery, Orchestration, Asset, Configuration Management Database, Service Portal, Knowledge Management, Assessment and Survey Management, Contract, Event Monitoring, Project Portfolio Management, HR Service Delivery, Integrations etc.
• Solid experience with CMDB, Asset Management, Change, Incident, Problem, Request modules (Service Catalog) modules.
• Expertise in complete end - to-end project implementation and consulting in ServiceNow and BMC ITSM Suite software leveraging best ITIL practices.
• Expertise on implementing end-to-end Service Catalogs, Incident Management, Configuration & Asset Management, Change Management and Release Management with knowledge of Content management, Service Catalog requests, Reports, Gauges and Web Service Integration.
• Extensive experience in building Workflows, custom applications, scripting and applying best practices.
• Has built custom applications for Major Incident Facilitation, Finance and Procurement process, Content lifecycle management for Knowledge Centered Service, Performance Metrics, Data and Ticket sync with vendor platforms, API endpoint used by external tools for analytics and audit, security event monitoring, Discovery error and exclusion management etc.
• Solid experience in designing, developing, customizing & administering ITSM suite of applications.
• Developed Client scripts, Business Rules, Web Service Import sets, Transform Maps & scripted Webservices.
• Created many scripts which include Business rules for server-side scripting.
• Experience in creating Applications, Modules, Tables and Columns.
• Expertise in ServiceNow scripting including Business Rules, Client Scripts, Script Includes, and Ajax calls etc.
• Experience developing custom, complex workflows and applications in ServiceNow.
• Experience in handling large number of data import and data export in ServiceNow.
• Experience in configuring SLAs for various ITIL process as per teh client requirements.
• Hands on experience in configuring email notifications and scripting inbound email activities.
• Implemented integration between ServiceNow and legacy systems using REST and SOAP API’s.
• Worked with Active directory and Single-Sign On.
• Expertise on creation of complex workflows of Service Catalog items.
• Solid experience on Dublin, Eureka, Fuji, Geneva, London, Kingston, Madrid.
• Experience in implementation of Business Rules, Date Dictionary, UI actions, UI Policies, Client scripts and validations Scripts in ServiceNow.
• Experience in requirements gathering, technical design documents, process implementation, testing and interaction with teh direct clients and stakeholders.
• Prepared various documents like Functional document, Design documents and other Technical documents.
• Pursue a proactive approach to problem solving.

TECHNICAL SKILLS

ServiceNow Modules: Core ITSM, Service Portal, Change Management, Incident Management, Knowledge Management, Request Management, Service Catalog, CMDB, Asset Management, Problem Management, PPM, CSM, Discovery Configurations.

ServiceNow Customizations: REST and SOAP API integrations, Angular JS, Jelly.

Custom Business Applications: ACLs, Custom Business Rules, Workflows, UI Actions, UI Policies, Custom UI Pages, Custom Widgets.

Languages: JavaScript, Java, C#, VB.NET, SQL, PowerShell.

Web Technologies: HTML5, CSS, Node JS, .NET Framework 2/3/3.5/4, .NET Core, .Net MVC, REST API, SOAP, AJAX, JSON, XML, Bootstrap, SASS

Scripting Libraries: Angular JS, Angular 2 and above, jQuery, Knockout JS, React, Vue JS

Cloud Technologies: AWS, Microsoft Azure

Methodologies: Agile/Scrum, Kanban, Rational Unified Process (RUP), DevOps, Microservices

Office 365/SharePoint: SharePoint Server 2013/2010, Power Apps, Microsoft Flow

Databases: MySQL, SQL Server 2012/2008/2005/2000 , SSIS, SSRS, Oracle 11g/10g

Web Servers: Apache Web Server, IIS 7.5/7/6/5, Node Express

IDE/GUI: ServiceNow Studio, Eclipse, Visual Studio, Microsoft SQL Server Report Builder, SQL Server Management Studio

Operating Systems: Windows Server2003\2008\R2\2012\R2, Windows, Linux, VMware.

Tools: MS Word, MS Excel, MS Outlook, MS Visio, MS Project

Reporting tools: Power BI, SSRS, Crystal Reports

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer

Responsibilities:

• Implemented PPM, CSM, Incident Management, Request Management, Service Catalog, Custom Applications, Service Portal, Project Portfolio Management and Knowledge Management.
• Involved in requirement gathering sessions with teh client and created teh technical and functional documents as per teh client’s requirements.
• Worked with clients to evaluate current state forms and tools, characterized ServiceNow requirements and created and configured teh ServiceNow platform.
• Developed and managed teh application code, user interface, and third-party integration components in all stages of teh CMDB development projects (me.e. definition, development, deployment).
• Manage development of solutions to migrate and integrate disparate data to an enterprise CMDB solution
• Set up teh SLA for teh different ITIL procedures according to teh requirements.
• Applied scripting tools and ServiceNow functionality to create script to computerize repetition tasks being done in ServiceNow.
• Designed and Managed application table extensions with scripts.
• Hands on experience with UI Actions/ UI Policy/ Access Control Lists /Email Notifications for Incident analysis.
• Designing Workflows and modified existing workflows according to teh client’s requirements.
• Created Buttons and context menus both on form and lists using UI actions.
• Composed a script to automate routine tasks being done in ServiceNow by creating an access control rule (ACL) using scripting tools and ServiceNow functionality.
• Worked closely with Service-Now team and Infrastructure team to facilitate this integration by populating teh user into teh framework using LDAP integration.
• Provided access to applications by integrating workflow into teh applications using Service Catalog.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB ITIL, ITSM, PowerShell, SNMP, XML, XHTML, DOM, DHTML, Eclipse MS SQL Server, jQuery.

Confidential

ServiceNow Developer

Responsibilities:

• Responsible for requirement gathering with teh client crating technical and functional documents according to teh client’s requirements.
• Implemented Request Management, Incident Management, Service Catalog, Custom Applications, Service Portal, Project Portfolio Management and Knowledge Management.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and configured it.
• Built workflows with approval process and web service calls to other applications.
• Maintained teh Configuration Items and modified teh forms and form Sections.
• Implemented HR employee onboarding solution utilizing business rules, workflow and script includes.
• Configured Service Catalog items building complex forms with branching logic.
• Worked on Configuring teh IP Addresses to halp find out teh undiscovered CI's into CMDB.
• Integrated Service-Now with a third party to store all teh credentials to avoid breaching up of credentials.
• Wrote Classifiers and Identifiers to direct teh discovery tool to gather teh information of teh configuration items with no errors.
• Built integration between ServiceNow, ITSM tool and SharePoint.
• Migrated complex forms from SharePoint to ServiceNow Service Catalog utilizing custom client scripts.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Created on change management module by strengtaning teh tool to teh stakeholders and made it easy to sympathize.
• Configuring Email, inbound and outbound email activities and creating mail scripts on need premise.
• Involved in working with procedure proprietors to create workflow, actualize teh workflow in Service applications and created workflow customizations
• Developed teh UI actions using them in catalog items, implemented using UI scripts.
• Worked on several data Sources from external applications writing scripts to resolve issues with data loaded into ServiceNow.

Environment: ServiceNow Eureka, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, jQuery, MS SQL server.

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Designed and configured teh Incident, Problem and Change Management applications supporting ITIL and business processes.
• Was responsible for supporting, programming, configuring and customizing teh ServiceNow tool.
• Created, monitored, modified, and published workflows with approvals.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Worked on integrating ServiceNow with external SOAP and REST based Web Services.
• Created Buttons and context menus both on form and lists using UI actions.
• Created and use update sets to move customizations between systems.
• Prepared requirement specifications and design documents.
• Optimized and Monitored system performance and provided system statistics and reports to teh Business. Understanding teh requirements and designing teh workflows.
• Experience in migrating teh changes across various environments in ServiceNow using Update Sets.
• Experience on creation of workflows for Service Catalog items in ServiceNow.
• Created data sources and loaded teh Service-Now tables with different data formats.
• Worked on Reports and dashboard.
• Worked on configuring teh Business Rules, Client Scripts, UI Policies, UI Actions, and SLAs in ServiceNow.
• Identified and developed quality management plans, test scenarios, and test scripts for user acceptance based on system requirements.
• Responsible for closing teh open Incidents, Problems and Enhancement requests and communicating with teh customer teh status of teh request, to ensure a timely customer satisfying result.

Environment: ServiceNow Geneva and Istanbul, JavaScript, CSS, XML, HTML, XHTML, Perl, Jelly, WSDL, LDAP, Web Services, PowerShell, and SNMP.

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Involved in requirement gathering sessions with teh client for creating various specification documents.
• Responsible for programming, configuring, customizing and supporting teh ServiceNow tool for modules used by teh IT Service Desk.
• Worked with business users to identify and refine business requirements and workflows.
• Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists etc.
• Created workflows and web prototypes for client engagement.
• Configured support groups, assignment rules, categorizations, CI data, SLA etc.
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Maintained and administered teh implemented instance of ServiceNow and performed tasks such as Configure users, company, site, location and other existing fields.
• Worked on ServiceNow Discovery module and deployed discoveries in a multi-datacenter environment.
• Understanding of IT service management and teh ITIL business process.
• Maintained service level agreement (SLA) and monitor an SLA workflow.
• Created new service catalog requests and items with variables.
• Created, monitored, modified and published service catalog workflows with approvals.
• Created and used update sets to move and customize between systems to Search, populate and customize teh knowledge base.

Environment: ServiceNow, JavaScript, CSS, XML, HTML, XHTML, WSDL, LDAP, Web Services, PowerShell.

Confidential

Java Developer

• Participated in gathering requirements from teh stakeholder’s and analyzed teh requirements and designed teh UML diagrams.
• Worked on teh Spring framework like Spring IOC and Spring DAO Architecture and developed/ deployment of front-end and presentation layer logic of sites using JSP, HTML/DHTML, CSS, and JavaScript.
• Designed and coded highly-available systems/web applications with JavaScript for architecture and used Hibernate to access database and perform database updating.
• Debug teh application using Firebug to traverse teh documents and manipulated teh Nodes using DOM and DOM Functions using Firefox (Firebug).
• Developed several REST web services supporting both XML and JSON to perform tasks.
• Prepared technical artifacts including UML Class diagrams, Sequence diagrams etc., using Rational Rose.
• Created a web application which halps in managing administration using Java and J2EE.
• Developed testcases to support teh built code.

Environment: HTML, CSS3, XML, XHTML, jQuery, JavaScript, Java, J2EE, JSP, AJAX, Agile methodology, JDBC, XML, SQL, JUnit, SVN, Shell commands.

Confidential

Java Developer

Responsibilities:

• Worked extensively on teh front-end using JSP, CSS, JavaScript, Slick Grid, and jQuery & Spring Ajax.
• Used Spring Framework to integrate with OR mapping tool Hibernate.
• Used teh spring open source framework for building JSP based web application based on teh Model-View-Controller (MVC) design paradigm.
• Implemented asynchronous multi-thread processing of files (Java Message Service, Message Driven Beans, PL/SQL, and Triggers).
• Used Ant & maven scripts for build and deployment of teh application and Confidential & SVN as teh secure Versioning software.
• Responsibilities include understanding server configuration and diagnosing problems in a time sensitive manner.
• Used Object Relational Mapping Tool Hibernate along with XML mappings and Java Objects.
• Extensively used Web Services (SOAP, RESTful).
• Involved in coding and tweaking of stored procedures in Oracle PL/SQL, developed Action classes.
• Used Log4J to capture teh log that includes runtime exceptions.
• Performed Unit testing and Performance/ load testing using JUnit, jMock.