SUMMARY

• As an IT Professional overall 6+ years of experience and as a Service - Now Developer/Administrator around 3 years of experience.
• Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale Service Now implementations.
• Hands-on experience and In-depth knowledge of the technical implementation of, Service Catalog, Change Management, Incident Management, Problem Management, Configuration Management, Reporting, Discovery and Integrations.
• Experience in creating custom Applications with their workflows.
• Created Rest API and Soap UI Web Services Which enabled 3rd parties to integrate with Service-Now.
• Experience in Installation and Configuration of different modules of Service-Now.
• Created Knowledge articles & mentored & trained business users & Helpdesk users on Service Now platform.
• Experience in creating service catalogs and its workflows.
• Experience working with email notifications, inbound actions, reports, gauges, and home pages.
• Worked with transform maps, data sources and different transform scripts for data loads and management.
• Working with schedule jobs, events and triggers to manage business needs and handle background work.
• Participated in workshops with ServiceNow partner teams to help companies implement ServiceNow using best practices in ITSM.
• Design and implement new functionality using Client Scripts, Business Rules, UI Policies, ACL (Access Control Lists) etc...
• Sets up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog requests, and items with variables.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Experience working on Different versions of Service-Now: Calgary, Eureka and Fuji, Geneva.
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, spring.
• Possess a strong coding experience using Core Java.

TECHNICAL SKILLS

ITIL: ITSM, Service Now, JavaScript, HTML, CSS.

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML

Operating systems: Windows, HP-UX 11.x, Solaris, Linux

Scripts: Perl, UNIX Shell Scripts, Windows batch scripts

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

PROFESSIONAL EXPERIENCE

Confidential, Phoenix, AZ

ServiceNow Developer/Administrator

Responsibilities:

• Worked on Service-Now implementation and development.
• Worked with functional requirements within ServiceNow for CMS, Request Management, Incident, Problem, Knowledge, Change, Core Platform, Web services, interfaces etc.
• Experience Working on Service Catalog Request and Workflow Design and Configuration.
• Migrated around 100+ new Scale service requests from ITSC new Scale into ServiceNow service requests.
• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions.
• Facilitating rollout of new applications and modules.
• Application UI Configuration.
• Developed and managed application code, user interface, and third-party integration components in all stages of the CMDB development projects (i.e. definition, development, deployment).
• Scripting and advanced conditioning.
• Proposing new CSI and business solutions within ServiceNow to benefit customers.
• Documentation of changes and new development as technical and functional specs.
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
• Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
• Worked on Report, dashboard designing.
• Created custom reports, scheduled reports and metric reports and Gauges and integrated with 3rd party.
• Created custom Emails for Approvals, Rejections, Cancellations based on the requirement from the service owner.
• Created Custom Applications to capture organization data and built ACL's to enable specific users to edit the data.
• Worked with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML and XHTML.
• Production release support.
• Deployment and L3 support.
• Worked on writing feature files in Cucumber to perform Automation testing.
• Used SCRUM/Agile development methodology.

Environment: ServiceNow, Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, XML, HTML, iframes, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM, Angular JS.

Confidential, Greenville, SC

ServiceNow Developer/Administrator

Responsibilities:

• Provided subject matter expertise, acted as technical product advocate and designed, developed and implemented ITIL processes, ITSM, ITAM, SACM, Knowledge, Demand and Release Management modules within ServiceNow platform.
• Developed and managed application code, user interface, and third-party integration components in all stages of the CMDB development projects (i.e. definition, development, deployment).
• Created REST and SOAP UI Web Services which enable third parties to communicate with Service-Now.
• Integrated with external vendor to automate the decommission of CI's. In this case, used REST message to automate the deletion of the CI's.
• Implemented JDBC Imports/Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now. many ctyg6omplex UI actions which involves both server side and client side code in a single UI action.
• Converted Global Business rules to script includes to improve the performance.
• Written client scripts which involves Ajax calls and Converted Existing Synchronous for Incident, Change and Problem.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Ajax calls to asynchronous to improve performance for Incident, Change and Problem.
• Developed 5 different change modules and Constructed different view for each module.
• Propose data model, design changes to processes and products, exerts significant latitude in determining objectives of an assignment.
• Translate requirements into functional and technical requirements.
• Review and refine designs for usability, reviews testing scenarios and refines test cases, to ensure applications quality and works with users to review test results to ensure they meet expected results.
• Support and coordinate scheduling and execution of releases, product upgrades, new technology deployments.
• Perform and participate in product roadmap planning, participate in disaster recovery planning and testing, etc.
• Involved in Debugging of Business Rules, Scrip Includes and ACL's.
• Provided 2nd/3rd level ServiceNow support, resolve incidents.

Environment: ServiceNow, Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, XML, HTML, iframes, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM, Angular JS.

Confidential

JAVA/J2EE Developer

Responsibilities:

• Developing and processing Spring batch jobs to retrieve the transactions that pertain to the customers and their auto loans from various databases (DB2, Teradata, My SQL)
• Involved in writing the database integration code using Hibernate. Leveraged the AOP features of spring framework to handle exceptions.
• Developing User Interface Screens using Spring MVC, to enable customers obtain auto finance. Extensive experience in developing various web based applications using Hibernate 3.0 and Spring frameworks.
• Used Spring Framework's IOC Dependency Injection to inject Service Object using Service Locator Design Pattern into Action Classes.
• Using Java script, HTML, CSS, Rich faces, JSP, JSTL, and XSL developed template based reusable header, footer and role based menus and GUI screens.
• Creating High Level Design documents, low level design documents using MS Visio and PowerPoint to provide the documentation and guidance for peers and business users.

Environment: Java, J2EE, Spring 3.0, Eclipse 4.3, JBoss 5.1/7.1, My SQL Workbench, DB2, Teradata, Hibernate, Core Java, Object Oriented Patterns, Object Oriented Design, MS VISIO.

Confidential

Application Developer

Responsibilities:

• Performed System Analysis and High Level Design using Object Oriented Design/OOAD methodology to capture and model business requirements.
• Implemented the web-based application following the MVC II architecture using Spring Framework.
• Data Layer was maintained using Hibernate.
• Used JSPs for the presentation layer and Java Beans for model layer
• Developed front end using HTML, JSP, Flash, JQUERY, CSS, XML AJAX and JavaScript.
• Implemented various Design Patterns on the project. Applied Struts features like Tiles.
• Created REST Web Services which enable third parties (Net Provision, G2 etc.) to communicate with GCMS and retrieve the data about RGs from the GCMS data bank.
• Designed, develop and maintained the data layer using Hibernate and PL/SQL.
• Provided technical support to the clients (SBC, Telmex) on phone.
• Designed and developed XSLT transformations to convert data from XML to HTML.
• Extensively involved in writing Scripts to automate deployment over Linux platform. Developed Scripts for UNIX platform deployment.
• Used JSTL and wrote custom JSP tag libraries. Implemented role based handling in JSP pages.
• Used MAVEN for build and compilation.

Environment: Java, J2EE, JSP, Servlets, SPRING, WebLogic Application Server, JBoss, XML, XSLT, HTML, DOM, SAX, SOAP, WSDL, JavaScript, Hibernate, Oracle 10g, PLSQL, JDBC, MAVEN2, MVC, OOD, Maven (ant based), UNIX Shell Scripting and Linux.

Confidential

Jr. JAVA Developer

Responsibilities:

• Involved in all phases of Software Development Life Cycle (SDLC).
• Used CVS for version control system and Test Director for bug tracking.
• Involved in developing applications using Java, J2EE, EJB, Struts, JSP and Servlet.
• Created the UI validations using Struts validation framework.
• User Training-worked with user community closely to train them and explain various features to them.
• Developed database schema and SQL queries for querying database on Oracle 9i.

Environment: Java, J2EE, JSP, HTML, Java Script, Oracle, SQL, JDBC, XML, Servlet, IBM WebSphere, ANT