SUMMARY

• More than 6 years of experience in Information Technology, including 3+ years of expertise in implementing end - to-end Service Catalog, Incident Management, Problem Management, Change Management, Service Level Agreements and monitoring Platform Performance
• Designed, configured and implemented solutions using JavaScript and Ajax leveraging all appropriate components offered by Service-Now to meet specific business needs
• Gathering requirements and converting BRD’s into technical requirements.
• Created design patterns & implementation plans for ServiceNow enhancements.
• Core competency areas include IT Service Management using ServiceNow Tool
• Moderate and maintain an internal forum for Servicenow queries and discussions.
• Lightweight Directory Access Protocol (LDAP) Integration.
• SSO (Single Sign-on) Implementation.
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Produce proactive reports, trending analysis, service level reporting, process consultation and application of ITIL best practice.
• Knowledge of IT Service Management (ITSM) frameworks
• A passionate, articulate, goal-oriented and dynamic professional with successful background in Business Analysis, Business Modeling, Requirement Gathering, Technical Documentation, Software Validation and experience as a Software Engineer in ServiceNow and a Certified System Administrator.
• Expertise in understanding of Software Development Life Cycle (SDLC) and object oriented methodologies
• Developed solutions using JavaScript, Ajax, Web Services, SOAP and other web technologies to integrate Servicenow with internal/external systems and tools.
• Experience with data analysis, analyzing, documenting business requirements and data specifications

TECHNICAL SKILLS

Programming Languages: C, C#

Technologies: Java, JavaScript, Web Services, SOAP,HTML

Collaboration Tools: MS Word, Excel, PowerPoint, Visio, SharePoint, Project, Adobe Acrobat

Enterprise Application Tools: Microsoft Dynamics CRM, ServiceNow.

PROFESSIONAL EXPERIENCE

Confidential, Oakland, CA

Service Now Developer

Responsibilities:

• Attended Review Meetings and Project Meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog/Incident/Change/Service Level Management Implementation
• Used SDLC implementation for documentation of Sprint progress, capturing requirements thru Stories and defect tracking.
• Followed ITIL best practices for configuring and managing Incident/Change management process
• Created configuration tables for Change approval processing for workflow approvals.
• Created custom workflow for Change Management process to run the approval’s and Task as per the Change Request Type
• Managed imports of CI Application/Infrastructure data within the CMDB tables in ServiceNow
• Created Order Guides for Onboarding Service requests, where used Rule Base to configure application access thru service requests
• Created custom tables, based on business needs/data maintenance for Catalog request form fields.
• Configured Mid Servers for ServiceNow Dev/Test/Prod Instances
• Configured LDAP Server for multiple Brokerage AD Domains for Group and User data imports.
• Created multiple Custom Workflows for different Catalog Items to manage the Approvals, Notifications and Catalog task creation process.
• Created new Business Rules/Script Includes/Client catalog script/Client Script/UI Policies/UI Actions.
• Created custom Notifications for Incident/Change/Catalog Request.
• Created OU Definitions, Data Sources and Transform maps for Groups, Group membership and User data imports.
• Created and managed SLA definitions for deferent Service Groups
• Created custom workflow for Incident SLA escalations.
• Configured Surveys for Incident and Service Request fulfillment.
• Created reports, dashboards based on requests for different IT Management groups
• Developed database views for custom reporting

Environment: MS Project, MS PowerPoint, ServiceNow (Geneva), Java, web services, SOAP

Confidential -Sunnyvale, CA

ServiceNow Consultant

Responsibilities:

• Attended Review Meetings and Project Meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog/Incident/Problem/Service Level Management Implementation
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created and managed SLA definitions for deferent Service Groups
• Developed database views for custom reporting
• Created custom Application for processing the Request thru Intake.
• Created Catalog Requests and record producers
• Created custom Notifications for Incident/Change/Catalog Request
• Performed Import Export of data sets from Dev to other environments
• Created custom tables, based on business needs.
• Created Inbound Email Integrations for creation of Service Requests and Incidents for event management
• Configured the Intake Request to be converted to a Service Request/Incident
• Created configuration tables for Change approval processing during workflow approvals
• Created custom workflow for Change Management process to call Script Include to run the approval’s and Task as per the Change Request Type.
• Configured chat functionality for Service Desk ticketing queue
• Created transform maps for importing CMDB data.
• Created ACL’s for tables/forms/modules and managed user/group roles.
• Created Data sources for Importing data using transform maps to manage the CI, Location, Asset data.

Environment: MS Project, MS PowerPoint, ServiceNow(Dublin), Java, web services, SOAP, HP ALM

Confidential

ServiceNow Developer

Responsibilities:

• Attended Review Meetings and Project Meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog/Incident/Service Level Management Implementation
• Created custom Tables
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created Web service integration for external system to Create or Search records on CMDB CI table
• Created Middleware Technical specification and Integration documentation for QA and migration team. Performed updates on review comments and approvals.
• Created custom Notifications/Relationships.
• Performed Import Export of data sets from Dev to other environments
• Created custom tables, based on business needs.
• Created Inbound Email Integrations
• Created a Configuration management, which supports various operations such as Search & Create
• Created Script Includes to validate the request sent, which involved verification of Request fields with existing data in ServiceNow CMDB CI Server table, verified request sent with existing Relationships so as to add Relationships to other Server/Application/Cluster for the new record created.
• Defined best practices and standards for coding, migration, and schedules.
• Conducted review meetings with business users and QA team for the design and documentation.
• POC for offshore team which involved extensive daily assignment and management of tasks to the Offshore/Onsite resources.

Environment: MS Project, MS PowerPoint, SharePoint, ServiceNow, Java, web services, SOAP, HP ALM

Confidential

UI Developer

Responsibilities:

• Involved in Requirement gathering phase in order to gather the requirements from the business users and dealing with UX team to continuously accommodate changing user requirements
• Design and implementation of new feature or software components for the front-end of a large Web application
• Converted business requirements into technical requirements in preparation of High level design document and Functional specifications
• Implemented a common styling with the help of CSS across entire application that controls color, layout, width, height, font size, images size and accomplished other graphic related features.
• Created both client and server side validations.
• Used MS Visio, Dreamweaver and Photoshop tools for web application development.
• Developed front-end UI pages and necessary backend classes to support data access and user authorization.
• Daily SCRUM stand-up meeting and provided demo to the business every Tuesday.
• Extensively worked on designing web pages using HTML, DHTML, CSS, JavaScript and Ajax.
• Responsible for translating designs and concepts into highly usable and engaging web applications using a variety of technologies

Environment: HTML, JSON, XSLT, CSS, JavaScript, AJAX, Adobe Dreamweaver, Adobe Photoshop, PHP, MySQL