SUMMARY

• Over 8+ years of extensive experience in different phases of Software Development Life Cycle (SDLC) including Development & Testing of software applications.
• In - Depth Knowledge and experience on various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services.
• Experienced in various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Designed, developed, documented, and deployed software features on the Service Now platform.
• Designed and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Familiar with Service Oriented architecture, web services integration (SOAP, WSDL, REST), LDAP and MS Active Directory.
• Good knowledge of CMDB, Asset Management services, Business services and Configuration item (CI) relationships.
• Hands on experience in ITIL/ITSM V3 processes, Web services, Business rules, Client Scripts, Workflows, Web protocols, Service Catalogs in Service Now.
• Good Understanding of IT services management (ITSM) and the ITIL business process.
• Extensive experience in IT Operations Management (ITOM).
• Maintained and monitored Service level agreement (SLA) workflow.
• Good Knowledge in object-oriented analysis design and application development.
• Excellent Knowledge on building out ServiceNow CMS (ESS Employee Self Service Portal).
• Manipulated loads and maintained data between ServiceNow and other systems.
• Experience in web development and application development using HTML, XML, CSS, JavaScript, and Jelly Scripting.
• Expertise in issue debugging, root causes analysis for ServiceNow application.
• Expertise in planning and implementing the releases. Hands on experience in dealing with deployments using update sets.
• Hands on experience in migrating between various environments in ServiceNow using Update Sets.
• Experienced in loading data into ServiceNow using Import Sets, Installation and Configuration of different modules of ServiceNow.
• Strong experience in development of web applications using Web services, Java, J2EE, JSP, Servlets, SQL, PL/SQL programming.
• Emphasized on modules such as Change Management, Configuration Management, Incident Management, Service Desk, Knowledge Management and Problem Management.
• Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JQUERY, JSON, AJAX, Kendo UI.
• Capable of suggesting best possible solution for any customer requirement or defect.
• Good analytical skills and problem-solving skills to resolve technical issues
• Appreciated for suggesting and successfully implementing Integrations and overall performance changes.

TECHNICAL SKILLS

ITSM Tools: ServiceNow Orlando/New York/Madrid/London/Kingston, Manage Now, BMC Remedy.

Languages: SQL, PL/SQL, XML, Shell Scripting, JavaScript.

Database: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012 , MySQL.

Operating Systems: Windows, Unix, Linux.

Software Methodologies: Waterfall, Agile, Scrum

Tools: SQL Developer, PL/SQL developer, SQL*Plus, Business Objects, Erwin, MS Office.

PROFESSIONAL EXPERIENCE

Confidential, Charlotte, NC

SOFTWARE DEVELOPER/ServiceNow Developer

Responsibilities:

• Experience with configuring and implementing Service-Now Applications/Modules with working knowledge of its built-in capabilities including Plug-ins, Workflows, UI elements, tables, dictionaries, integrations, and dependencies.
• Worked on Service Mapping module to provide platform as a service to create a service aware view of infrastructure.
• Worked on Service Mapping module in a way to offer a visualization of Cis consisting on Services, relation and connections among Cis.
• Worked on ITBM module that workflow that optimizes the development, delivery and management of business services and align them with technology.
• Conducted POCs on ITBM in Agent workspace before implementing live to the customers,
• Worked on HR Module that streamlines the documentation of employees. Also, provided active support in HR case management Application.
• Worked on GRC (Governance, Risk &Compliance) module that helps minimize the risks and lowers the compliance cost.
• Provided active support and enhancements needed to GRC application.
• Worked on Service Order Management applications that manages the end-to-end lifecycle of a service request.
• Also worked on Order Management Data model that enables us to move a customer order through various stages of an order life cycle.
• Provided needed support to users in using the Customer Service Management Module.
• Design and development custom-built planning applications with better user management using ACLs and develop the Forms and UI pages using HTML, CSS, Jelly, JavaScript, and AngularJS for better user interactive page for the application.
• Worked on REST integration and SOAP based Inbound/Outbound Web Services, right from consuming, testing along with integrating with ServiceNow.
• Managed MID Server, LDAP, Scheduled Jobs, Import Sets and Transform Maps to maintain integration with associated databases and maintain CMDB.
• Worked with functional requirements withinService Nowfor CMS, Catalog Management, Incident, Web services and interfaces.
• Extensively used Glide Ajax in Client Scripts to call Server-Side Script Includes.
• Created various workflows for Incident Management, Change Management, Service Requests and worked efficiently on change management process.
• Developed Service Catalog items based on the project requirement provided by the stakeholders.
• Worked on troubleshooting various applications and modules during the outage.
• Handling CMDB which involves importing the data and delegates the relationship between the configuration items.
• Customized and scheduled the Reports to users and compiled the key metric Reports to management for review.
• Configured Service Level Agreements (SLA’s) for Incident Management based on the client requirement.
• Configured LDAP Server, for pulling user and group data from Active Directory.
• Created and customized OOB customized widgets as per the user requirements, Worked on Record Producers, Order Guides, Workflows in Service Catalog.
• Providing solutions and standardize the ITSM process to meet the customer requirements and responsible for coordinating Enterprise Request management, Incident, Asset & Change Management teams.
• Worked closely with various teams to analyze & understand Business requirements, gathered User, Functional and Nonfunctional requirements.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Responsible for troubleshooting data/applications that slow down the performance of ServiceNow.
• Demonstrate strong interpersonal skills, including the ability to liaise effectively with fellow team members to anticipate technical limitations and glitches and effect smooth system deployments.

Confidential, St.Louis, Missouri

SOFTWARE DEVELOPER

Responsibilities:

• Experience in managing process, technology, and IT service management solutions, ITIL processes, customizing and configuration of ITSM tools.
• Implemented GRC Module as per the requirements and provided needed support to the customers.
• Worked with implementation specialists for the desired business outcome in GRC application.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Focus on technical deployment of cloud-based solutions to meet the client’s business needs and is responsible for requirement scoping, the configuration of the tool, application of programming techniques to develop robust solutions and attaining technical milestones throughout ServiceNow engagements.
• Expertise in developing Client Scripts, Business Rules, Script Include, Import sets.
• Experience in web development and application development using HTML, JavaScript, and CSS, J2EE.
• Excellent expertise in developing and maintaining Service Catalog items.
• Expertise inCMDBbulk data loads, data reconciliation with the help of Import sets and transform maps.
• Experience in developing workflows and in customizing the applications in ServiceNow usingJava script, Jelly,AJAX, HTMLandDHTML.
• Provided assistance to clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis.
• Worked on Automated Testing Framework module and performed presentation to users on ATF usage in ITSM environment.
• Involved in Service Now implementation tasks including custom programming, integration, configuration and creating new users and service catalogs.
• Utilized JavaScript to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Worked on Workflows administration in creating new approvals based on business requirements.
• Performed day to day administration of the ServiceNow tool and maintained business services and configuration item relationships in ServiceNow tool.
• Participated in the project life cycle, from analysis to production implementation, with emphasis on data analysis, QA testing, and auditable documentation of results.
• Providing effort estimation on requirements as well as technical analysis.
• Preparing a demo for client to explain the requirements and technical functionality in ServiceNow to clarify queries & get a signoff.
• Responsible for testing and code migration between test, development, and production instances.
• Work with application owners to update workflow tasks and approvals for automated processes.
• Providing Training/assisting stakeholders in performing UAT Environment.
• Perform code reviews and try to stick with best practices.
• Manage Client Relationships effectively, conducted weekly and monthly meetings with the clients & Team.

Environment: Service Now /Orlando/ /New York/ Madrid/London, Windows 10, XML, Oracle 11g, UNIX.

Confidential, Baltimore, MD

SOFTWARE DEVELOPER

Responsibilities:

• Requirements gathering by actively engaging in meetings, Preparing the technical specification documents and the development of Web pages using HTML, CSS, and JavaScript.
• Involve in data architecture related activities to analyses the business elements and design of database.
• Writing PL/SQL procedures to maintain databases and schedule loading of DataMart’s used for creating dashboards and analytical reporting.
• Writing complex SQL queries for maintenance and all data analysis.
• Involved in data architecture related activities to analyze the business elements and design of database.
• Use Java, J2EE, JSP and AJAX calls in scripting different applications.
• Raising issues with database maintenance teams for any data related issues.
• Working on user requests for access to database schema and Database issues.
• Maintained high coding standards and practices and exercise quality control on all aspects of web development and ServiceNow.
• Progressively enhance form elements with jQuery to add more robust functionality.
• Worked on data integration using SOAP / WSDL.
• Work independently as well as in a team depending on the project need.
• Transforming the files and loading the data into tables using MS Access and other file loading techniques.
• Legacy manual processes for maintaining DataMart’s automated using PLSQL Procedures and functions.
• Perform Data Quality checks on the loaded data by using standard Data Quality rules.
• Project Management Tasks and Resource updates on user stories in JIRA.
• Worked closely with Business Analysts in understanding the technical requirements of each project and prepared the use cases for different functionalities and designs.
• Working on DISCOVERY and set up Mid servers and check for the connectivity.
• Configured Service Now Discovery Tool to load configuration items into Service Now.
• Working on bringing Tanium Assets into CMDB based on Platform breakdown.
• Working on Tanium CI to Research and Expansion in discovery.
• Exceptional ability to quickly master new concepts and a proactive team player with good analytics.
• Well-developed interpersonal communication skills, self-motivated, ability to set effective priorities to achieve immediate and long-term goals.
• Played a vital role in defining, implementing, and enforcing quality practices in the team organization to ensure internal controls, quality and compliance policies and standards.

Environment: ServiceNow Kingston/London, HTML5, CSS3, JavaScript, XML, Oracle 10g, MS Access, SQL, PL/SQL, MySQL, Toad, SQL Developer.

Confidential

Computer Systems Analyst

Responsibilities:

• Design and develop ITSM modules and Service Catalogs.
• Developed the Security Access controls to maintain the organization accountability.
• Worked on complex, Medium Workflows including the SOAP calls and inbuilt Libraries.
• Routing rules based on services.
• Created new Business Rules/Script Includes/Client catalog script/client Script.
• Created new Workflows based on Maintain Items.
• Worked on Creating Users, roles, groups and load the data to Service Now objects using import sets based on daily, weekly, and monthly and on request basis.
• Involved in daily, weekly, and monthly meetings with client on the work progress and discussions on the upcoming work.
• Generating weekly reports and metrics for IT management.
• Worked on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.
• Designed and developed the web front-end code using efficient, maintainable, and modular HTML/JavaScript/CSS code.
• Provide responsive web design development to website used as template to integrate basic CSS.
• Analyzed the present site model and planned steps to be followed for updating the site.
• Used Responsive designing to track the number of people visiting the website.
• Developed the jQuery widget with functionality of progressively enhancing the look and feel of web page.
• Implemented AJAX functionality using JQUERY, JSON and XML.
• Used Video and Audio standards using HTML 5 for the company products commercial videos, Recipe Videos etc.
• Worked closely with the Web Development and QA teams to build, test and release site implementations.
• Involved in writing client-side validations using Java Script, AJAX.
• Managed and prioritized workload between project and maintenance tasks.
• Developed internal and external validation code using JavaScript and JQuery. Responsible for maintaining current websites that included updating the web pages, uploading latest content/changes etc.
• Created pages in Site Core and validated the HTML code with W3C Validator. Design and development of Web pages using HTML, CSS including Ajax controls and XML.
• Implemented AJAX functionality using JQUERY, JSON and XML.
• Wrote extensive HTML, CSS3 and JavaScript code to build dynamic pages using Eclipse.
• Hands on expertise in front-end development utilizing JavaScript frameworks such as Angular JS, jQuery as well as front end technologies HTML5, CSS3, Ajax.
• Designed new classes and functionalities using various JQuery components for CRM application for customer service. Developed and designed the various screens and its architecture in accordance to UI Specs.
• Maintained databases for XML parsing for applications in MYSQL.
• Wrote application-level code to interact with the backend (Java) code AJAX and JSON.
• Handled all aspects of the web application including maintaining, testing, debugging, deploying and printing.

Environment: HTML, XHTML, CSS, JavaScript, JQUERY, JSON, AJAX, JAVA, Oracle, Usability Testing, XML, ServiceNow Platform