SUMMARY

• Hands on expertise in ServiceNow administration and production support including maintenance of lower life cycle instances and in creating Applications, Modules, Tables and Columns including the new released Madrid version.
• Experience in configuring Email Notifications in ServiceNow, UI Pages, UI Macros, Scheduled Jobs, Script Includes and Events and in implementation of Business Rules, Data Dictionary, UI actions, UI Policies, Client scripts and validations Scripts in ServiceNow.
• Experience using DISCOVERY to load configuration information to CMDB and implementing advanced concepts of ServiceNow such as Event Management and Orchestration.
• Experience in Vulnerability Response, Qualys Vulnerability Integration plugins for Security Operations. Worked on POC for Edge Encryption enabling for the sec - ops module.
• Experience with GRC module within ServiceNow
• Experience on various IT Services of ServiceNow tools like Incident, Problem, Change, Service Catalog requests, Reports, Gauges, and Web Service Integration along with MID Server to integrate with SQL databases.
• Expertise in creating portal pages using Service Portal and AngularJS scripting, created multiple custom portal pages and widgets for the Service Mapping rganization’s front face UI.
• Experience within the ITSM environment such as ServiceNow-Siebel, integrations with third party applications like JIRA, SharePoint, Sales Force etc. using REST, SOAP.
• Hands on experience on working with Calgary, Dublin, Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston, London and Madrid, New York, Orlando., Paris.
• Experience in setting up ITBM modules such as Demand Management and Project management.
• Experience with integrating BMC Remedy with external applications using Web Services and configuring and maintaining BMC Remedy Foundation Data.
• Worked with Active directory and Single-Sign On tools like OKTA, Microsoft Azure.
• Experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Strong experience in working in various software development practices like Waterfall, Agile, used ServiceNow’s Agile and Agile2.0 to track the project tasks and customized the OOB tables to meet the company’s requirements.
• Strong experience in working with Java, Collections, J2EE, Struts, JSF, JSP, Servlets, Web-Services (SOAP, REST) and excellent experience with web development technologies Java Script, JQuery, HTML, CSS, AJAX, JSON.
• Experience in requirements gathering, technical design documents, process implementation, testing and interaction with the direct clients and stakeholders.
• Prepared various documents like Functional Specifications Document and Design Document.

TECHNICAL SKILLS

ITSM Tools: Service-Now, ITSM Suite, HP Service Manager, HP Asset Manager, BMC Remedy

Programming Languages: Java, C, C#, HTML, XML, JavaScript, SQL

J2EE: JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS, JSON

Scripting Libraries: JQuery, Java Script, Apache Jelly, Angular, Knockout

Databases: SQL Server 2012, Oracle 11g

Web Technologies: HTML 5, CSS, ASP.NET, Web Services, WCF, MVC, REST Web API

Application Servers: IIS 6, Apache Tomcat, Web logic

PROFESSIONAL EXPERIENCE

Confidential, Philadelphia, PA

Senior ServiceNow Security Consultant

Responsibilities:

• Involved in customizing already existing AGILE process with in ServiceNow and automated few features based on requirements.
• Worked on integrating ServiceNow with many home grown tools with in Confidential and also with some of the tools like AMA, ZenHub, JIRA using REST calls.
• Experience in implementing various AWS services with ServiceNow.
• Worked on developing a multi-threaded approach for Qualys host detections download.
• Created metrics on the Integration run processes to calculate the duration of processing times on both ServiceNow and Qualys.
• Created UI Scripts for the CVSS V2 (base and temporal score) based priority calculation for the vulnerabilities.
• Worked on developing a customized access model for the VR module depending on the business units.
• Extensively worked on Service Mapping implementing the incident related automation such as auto routing and deduplication using inbound email actions.
• Worked on experience in creating ACL’s to restrict users from editing/accessing certain fields and tables.
• Worked extensively in using import sets and Transform map for integrations.
• Proficient in customizing INCIDENT and PROBLEM forms based on views.
• Hands on experience in writing down various scripts such as Business rules, Client Scripts, Scheduled Jobs, Script Includes within ServiceNow.
• Leading implementation of Evanios Event management solution across Confidential by integrating 60+ monitoring tools with in ServiceNow.
• Hands on experience in building scheduled jobs and various event rules which support event management with in ServiceNow.
• Integrated ServiceNow with various third-party applications using JAVA, AJAX, XML SOAP web services and PERL API.
• Hands on experience in enriching, transforming the raw alerts with CMDB and eventually building concepts such as deduplication, Service Mapping correlation and transforming events to incidents.
• Hands on experience in implementing change black out window for the raw alerts that comes in.
• Configured UI pages and UI macros using Jelly Script and JavaScript.
• Hands on experience in managing threads which run periodically to process the raw alerts into events using ServiceNow event rules
• Implemented ServiceNow JDBC integration.
• Extensively involved in support during the instance upgrade.
• Integrated with Unified Compliance Framework to import the authority documents, citations and its controls under GRC
• Experience in working on creating customized forms and workflows for Policy statement, Control and indicator task depending on the requirements for GRC modules.
• Hands on experience in installing and maintaining GRC related plugins from ServiceNow store.
• Configured end to end process for Knowledge management and worked on the knowledge centered support (KCS) plug-in.
• Highly experienced working in the Agile model of Software Development life cycle
• Proficient in developing and modifying Service Catalog - Catalog items, variables and designing and attaching the workflows and Service Mapping execution plans to the catalog items.
• Hands on experience in building the record producer and tying them to a service portal page.
• Proficient in building and managing the custom applications in various scopes as per the requirements.
• Hands on experience in configuring and setting up both windows and Linux Mid-Servers right from the scratch.
• Expertise in implementing many integrations using SOAP and REST methodologies.
• Hands on experience in migrating update sets to production environment of ServiceNow and even migrating merged update sets to Production environment.
• Implementing CMDB Bi-directional Web Service integration. It involves consuming Restful web service, publishing SOAP web Service, using Business Rules, Script Includes, UI Actions and other ServiceNow scripting modules to support data synchronization and business logic.
• Configured ServiceNow Discovery by scheduling daily jobs to discover the data within the defined IP ranges.
• Worked on setting up MidServers which was utilized for the ServiceNow Discovery to pull the data
• Functional knowledge and implementation experience of ITSM frame works and demonstrated project management skills and experience working directly with customers and clients
• Responsible for managing work with both Off shore and Onshore teams.
• Hands on experience in managing and configuring Forms, Lists, UI Policy, UI Actions, VIEW rules and other UI elements within ServiceNow Modules.
• Hands on experience in creating and managing ordered guides, catalog client scripts.
• Involved in loading of data into CMDB using file imports.
• Worked in 24x7 production support which includes maintenance and enhancements in ServiceNow.
• Hands on experience in building Orchestration workflows using various core activities and also built custom activities using the rest methods.
• Hands on experience to integrate orchestration activities with external tool where all the remediation scripts are handled.
• Experience in closely working with various stake holders, gathering requirements and helping the BA’s in writing down functional requirements documents.
• Created an end user facing Service Portal intake page for handling Demands, Enhancements, Ideas.
• Created a workflow to handle the ideas, enhancements and demands in an effective manner.
• Modified the Agile development 2.0 module according to the business requirement and created different views for teams for handling/managing stories, epics, themes.
• Created a project road map using UI page functionality in ServiceNow which segregates the projects and project task milestones in a quarterly fashion which is then used to present it to the senior leadership.

Environment: ServiceNow, ITIL, ITSM, ITOM, ITBM, JavaScript, JSON, XML, AWS lambda, AWS SQS Queue, AWS DynamoDB

Confidential, Horsham, PA

Senior ServiceNow Developer/Admin

Responsibilities:

• Was responsible for supporting, programming, configuring and customizing the ServiceNow tool, specifically the modules used by the IT Service Desk.
• Understood the technical and functional design requirements for ServiceNow.
• Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists etc.
• Worked on the integration of ServiceNow with SharePoint, integrated Service Catalog and Incident module.
• Created workflows and web prototypes for client engagement.
• Created various designs, codes and test technical solutions for ServiceNow implementations.
• Experience in creating and configuring Business Rules, Client Scripts as per required functionality.
• Used mid server, web services, email and other relevant technology to integrate tools with ServiceNow.
• Was involved in creating Users assign them proper roles and then add them to particular groups. If needed few users were delegated to perform critical tasks.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as: Configure users, company, site, location and other existing fields.
• Worked on integrating ServiceNow with external SOAP and REST based Web Services.
• Configured support groups, assignment rules, categorizations, CI data, SLA etc.
• Assisted in enforcement of development deadlines.
• Also, I used to monitor the SLA’s and keep track of their level and check if they are not breached. In the same way the Scheduled Jobs were also monitored.
• Working with client and functional requirements within ServiceNow.
• Service Catalog and Request Workflow Design and Configuration.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions.
• Designed many email templates by using html and jelly scripting and used them in notifications.
• As an Admin, I was responsible for the upgrades to new versions and tracking/capturing all the work into the update sets and moving them across the environments.
• Created data sources and loaded the Service-Now tables with different data formats.
• Created transform maps both automatic field mapping and scripting.
• Worked on Reports and dashboard and also have a hands on experience in setting them up using performance Analytics (using indicators and breakdowns)

Environment: ServiceNow, ITIL, Jelly Scripting, JavaScript, Web Services, XML, JQuery, JSON.

Confidential, Atlanta, GA

Service Now Consultant/ Admin

Responsibilities:

• Implemented the configuration of various modules like Incident / Change / Release / Problem / Asset /Configuration Management Modules.
• Involved in analysis of end user requirements and worked closely with team and business analysts in understanding the current ServiceNow system.
• Release Calendar is an application in ServiceNow, which was used to manage and monitor the releases/changes in the organization. When a maintenance window is requested, the change request workflow is triggered and few automations were developed on the tables to track and manage the changes. There is an integration with SharePoint which connects with the Business Event table in ServiceNow with the help of Data base connection and mid servers.
• The assessments, which were operated in JIRA, were migrated to ServiceNow. A new process is created with an automated workflow, which was followed by migration of the historic data from JIRA.
• Gathered ample information while working with networking team, Operating systems team in developing a project.
• Reviewed, recommended and developed technical solutions on the ServiceNow platform.
• Strong fundamentals ITIL/ITSM V3 processes.
• Worked a few projects with Mid Server, Web Services, Email and other relevant technologies to integrate tools with Service Now.
• Created many standard workflows which are being re­used and propagated and handled many custom events.
• 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 rule.
• Created many scripts which include Business rules and client scripts.
• Good knowledge on Single Sign on and event based integrations.
• Implemented workflows and web prototypes for Client requirements.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Created various high level customized Client Scripts and UI Policies.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
• Created complex transform scripts in transforming the data into the SNOW database.
• Create generalized framework for repeating problems and incidents.
• Design and Implementation of service requests through service catalogue in ServiceNow.
• Analyze problems, create new solutions and new techniques, Developed many SLA and tables.
• Involved in Managing and configuring BMC Remedy.
• Follow up with clients and customers on process requests, special requirements etc.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.
• Using various external Web services developed a BMC Remedy.
• Defining the process for each service request.
• Built forms from scratch along with advances customizations at the level of UI Macros/UI page as per the complex requirements.
• Discussing the business requirements with clients and documenting them into process requests.
• Check the change management document and verify the changes.
• Assist in Release Management during product and patch releases.
• Provide training sessions on ticketing tools, reporting and data entry.

Environment: Incident Management, Problem Management, CMDB, Client Scripts, Business Rules, UI Policies, Workflows, Access Control, Discovery, LDAP

Confidential, Dayton, OH

Jr. Service Now Admin/Developer

Responsibilities:

• Performed installation and testing of provided updates and new releases.
• A bi-weekly dashboard created for the higher management in order to track the progress/performance of the security team (for example how many issues were handled, how many are still in progress etc.). The reports also trigger emails to the users on a bi-weekly basis.
• Perform administrative tasks in Active Directory and company applications - create/delete/unlock user accounts, reset passwords, create security groups e-mail distribution groups, Update user access level, Process terminations.
• Worked with business users to identify and refine business requirements and workflows.
• Reporting to include data extraction, import/export data, publishing, distribution, cataloging, report scheduling
• Expertise on ServiceNow Discovery module, and also comfortable in deploying discoveries in a multi-datacenter environment. Good knowledge in Java & java script programming skill.
• Worked in the development of various forms using SQL development Skill.
• Strong knowledge of relational databases and SQL
• Very large scale Web software development experience HTML and XHTML, XML,CSS
• Strong AJAX development experience to include; familiarity with system programming and web protocols.
• Understanding of IT service management and the 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 publish service catalog workflows with approvals.
• Created and have used update sets to move and customized between systems to Search, populate and customize the knowledge base. Created an access control rule (ACL).

Environment: Form Creation, Business Rules, Script Include, Client Scripting, Jelly Scripting, Email Notifications.

Confidential

BMC Remedy Developer

Responsibilities:

• Developed reports using Crystal Reports, Visual Basic, and Access
• Administered the SQL and Oracle Database servers that served as the backend for Remedy ARS
• Integration with LDAP Active directory - auto population of people data in Remedy.
• Integration of third party web application with remedy through inbuilt remedy web services. Used CREATE, SET and GET operations for automation of ticket in remedy. Web based application has invoked remedy web services for creating and updating of remedy tickets.
• Installation of BMC Topology discovery tool and configured to integrate with BMC remedy ITSM CMDB Suite.
• Integration with BMC Remedy and Netcool for inflow of alarms which created tickets in remedy.
• Defined, developed, and implemented Asset and Change management requirements using the Remedy asset and change management modules.
• Defined and administered work processes and business rules to meet SLA requirements within the Remedy SLA Module
• Designed, administered, and implemented Remedy AR System 4.x and 5.01 applications that reflected group work processes and business rules
• Gathered and documented requirements for user groups
• Designed Remedy applications according to product architecture to comply with environment variables and evolution of the application.
• Installed and configured the Remedy AR System 4.x and 5.01 on UNIX and NT platforms.

Environment: Remedy ARS (7.x and 6.x), ITSM 7.1, Incident Management 7.0.1, Change Management 7.0.1, Problem Management, Asset Management, (6.x), SLA, Remedy Migrator 7.0, Remedy Import, CMDB 2.1, Crystal Reports, TOAD, Windows 2003/XP, Oracle 9i.

Confidential

Jr. Java Developer

Responsibilities:

• Performed validations on the data submitted by the user using Spring validation framework
• Used JSF framework to develop UIs using JSF UI Components, Validator, Events and Listeners.
• Worked with most of the core Java functionalities like synchronization, collection framework and multi-threading to solve rendering images and heavy calculations like brute force calculations.
• Implemented singleton, session facade, composite and IOC design patterns across the project.
• Developed and implemented Restful Web Service as a provider using JSON messaging medium; implemented JAX-WS services for backend services.
• Implemented Spring AOP for the transaction management to ensure the data integrity and consistency in database.
• Created DAOs using Spring JDBC template and updating the items in development Database.
• Developed Junit test cases for Controllers, Services and DAO methods by using Junit4.1.
• Implemented MVC model using SPRING framework to decouple Business Logic and view components.
• Developed the business logic using Java Beans and Session Beans.
• Developed Web Services (SOAP, WSDL, and AXIS) to retrieve and send data to third party service provider.
• Designed data flow system, divided data flow to modules, defined function and interface.
• Created several Exception classes to catch the error for a bug free environment and orderly logged the whole process using Log4j, which gives the ability to pinpoint the errors.
• Participated in the build and deployments on Web Sphere Application Server.
• Worked on fixing issues and making enhancements to fulfill user needs.

Environment: JDK 1.6, JSP, JQuery, HTML, XML, Oracle 10g, Spring Framework, Hibernate, Web Services (WS-I), Linux, SVN, IBM Websphere, Junit, Log4j