SUMMARY

• Overall 7+ years of professional experience in IT industry.
• 4+ years of experience in Service - Now development and administration with experience in implementation, support, development and administration.
• Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Experience in configuring and customizing all aspects of Service-now like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Hands on experience in web development using HTML, CSS, JAVASCRIPT and J-QUERY.
• Experience in enhancing the ServiceNow functionality by customized JavaScript code to support the new business needs.
• Extensive experience of integrating ServiceNow with third party tools and implementation of SOAP and REST API.
• Integration using REST, SOAP and JSON.
• Experience in assigning SLA’s to the incident management.
• Experience in creating Portfolio in Eureka and Fuji release.
• In depth knowledge on technical implementation on various modules of Service-now like Incident Management, Problem Management, Change Management, Configuration Management.
• Very good experience in performance analytics which includes creating reports based on the business need.
• Experience with complex integrations within the ITSM environment such as Service Now -Siebel, Service Now - Web service integration with third party application, BMC Remedy and Tally.
• Experience in AWS Integration with EC2 service.
• Used Service Now GRC to source data from real time reporting.
• Good Experience in Service Watch which helps in analyzing a impact of object on rest of the business operations.
• Good Experience in Project Portfolio Management, creating a dashboard to generate different types of graphical reports of the portfolio.
• Good experience in integration of Service Now with Azure.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Worked with Import Sets and Update Sets in ServiceNow.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Good experience in generating reports using Tableau as per the business needs.
• Very good experience in au Script Includes to run the JavaScript that is used on server side
• Good knowledge on using Service Now GRC for centralized access and management for all sources, policies and controls.
• Good experience in AWS Integration to create single security management model across cloud environments.
• Good understanding of object oriented analysis design and application development.tab
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Good experience in Application Portfolio Management, integrating with the financial management for specific breakdown of associated application costs.
• Functional knowledge and implementation experience of ITSM frameworks.
• Good experience in integrating AWS config with the Service Now CMDB.
• Good Knowledge on ServiceNow GRC.
• Gathering requirements from the business team and generate reports using the Power BI.
• Experience in using various jQuery UI controls and corresponding Event handlers etc.
• Extensive experience in jQuery, jQuery plug-in, AJAX, dynamic HTML, JSON, angular.js with Bootstrap and node.js.
• Strong RDBMS skills with excellent knowledge of design, normalization and Database management concepts.
• Good Experience in using AWS to detect and manage cloud events across entire lifecycle.
• Ability to write clear, well-documented, well-commented and efficient code for web development.
• Strong experience with jQuery, jQuery plugins, AJAX, HTML, JSON and hands on experience Ruby on Rails.
• Good written and oral communication skills and Interpersonal skills with a strong ability to excel through collaboration with team members.

TECHNICAL SKILLS

ITSM tools: Service now Dublin/Eureka/Fuji/Geneva/Helsinki/Istanbul/Jakarta.

Languages: C, C++, SQL, PL/SQL, JavaScript, JQuery, HTML, CSS and VB script.

Databases: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012 , MySQL 5.0/4.1,MS Access.

Operating Systems: Windows 95/98/NT/2000/XP, UNIX (Solaris, HP-UX).

Utilities: MS Word, MS Excel, MS Office.

PROFESSIONAL EXPERIENCE

Confidential - Melville, NY

ServiceNow Administrator

Responsibilities:

• Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current Service now system.
• Monitored and performed Service now admin activities which involve user and group administration.
• Implemented and maintained the Service now platform to meet the business processes and support ITIL.
• Good hands on experience on ITIL framework.
• Designing and customizing new applications and modules as per the requirements.
• Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
• Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.
• Involved in configuration of Email notification and SMS notification to alert the users of Service now.
• Created Dashboards which displays multiple reports and Performance analytics .
• Developed solutions using web services, SOAP, JavaScript and other web technologies to integrate ServiceNow with internal/external systems and tools.
• Worked on REST API as a third-party application for Integration.
• Worked on Service now scripts by using JavaScript.
• Involved in transfer of data from one instance to other by creating and modifying Update sets.
• Worked on Import Sets to transform data and transform maps.
• Configuring Service Level Agreements (SLA’s).
• Strong in creating various work flows for incident management, change management and service requests.
• Involved in the creation of reports based on Assignment groups and by priority using the performance analytics for deeper analysis of the incidents in the system.
• Involved in testing forms and reports for correct mapping of the objects and data transfers.
• Good knowledge in designing and implementing of service requests through ServiceNow Catalog.
• Worked on the Service Watch in which the users can access only see the services which belongs to their domain.
• Understanding the requirements and designing of work flows.
• Worked on the Application Portfolio Management, integrating with the ITSM to assess the incidents, changes and problems of the applications.
• Implementing new functionality using Business rules, UI policies, Access control lists (ACL) etc.
• Worked on the System Requirement Specifications (SRS) including problem analysis and system definition models.
• Created script includes to store JavaScript functions which can be run on server side.
• Monitored system performance and provided system statistics and reports to the business.
• Created homepages including basic reporting, gauge configuration and dashboards.
• Worked on the Project Portfolio Management to monitor the progress of the projects and programs that are part of portfolio.
• Used Glide Aggregate to compute statistics about table and column data.
• Involved in preparing documentation for installation, design and requirements of Service now.
• Created transform maps using automatic field mapping and scripting.
• Created graphical visualization of different incidents based on their priority using the performance analytics as per the requirement by the business team.
• Worked on Script Actions to modify a Configuration Item, managing failed login attempts.
• Extensively worked on Glide Record to retrieve and update data on different business conditions
• Performed Data migration to import data from other applications and external databases.
• As a part of the portfolio management, generated reports which are related to costs and budget associated with a specific project.
• Created many standard work flows which are propagated and handled many custom events.
• Worked in Problem management based on requirements gathered through testing.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential

ServiceNow Developer

Responsibilities:

• Successfully worked on business requirements and technical specifications for ITSM platform.
• Strong knowledge in JavaScript for writing Client scripts and Business rules.
• Involved in creating new work flows and modifying the existing work flows according to new requirements.
• Worked on Incident management, Problem management, Change management and Configuration management.
• Configured inbound Email actions to create incidents or requests.
• Modified forms and form sections depending on the items to be configured.
• Developing Service Catalog items as per the requirements of the stakeholders.
• Worked in production support for all the Service now related issues.
• Implemented Service Now process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• As a part of Application Portfolio Management, creating a goal to track and report the progress of work and reduce the number of applications within a target date.
• Involved in planning and coordinating Implementation plan for every release in Service now.
• Implementation of changes effectively to improve the efficiency and automation in Service now.
• Prepared requirement specifications and design documents.
• Strong knowledge in scripting using JavaScript.
• Good knowledge in designing the layout of the forms using UI actions and UI policies.
• Build reports, gauges and homepages.
• Implementing Service now discovery and CMDB and integrating it with Change management.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Development of requirement integration components (SSO, LDAP, SOAP).
• Worked in coordinating all the changes through ITIL based change management practises.
• Created and modified Update sets to transfer data from one service now instance to another instance.
• Involved in the integration of Service Now with AWS EC2 instance .
• Development of various Service Now applications like Incident Management, Problem Management, Configuration management, Discovery and Portfolio, Project Management & CMDB.
• Involved in creating Import sets to transfer data and transform maps.
• Developed new service catalog items and fix bugs in incident, problem and change management.
• Worked in Release management during product and patch releases.

Environment: Java Script, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, iframes, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential

ServiceNow Developer

Responsibilities:

• Worked on working on the ITIL Process Configuration like Incident, Problem, Change Management, Knowledge Management, Service Catalog, SLA and Reporting in Service-Now.
• Resolved typical Users access and roles issues by checking active directory and users table.
• Style sheet creation for the UI page, Dynamic content and CMS page.
• Involved in running daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Design and implementation of service requests through Service Catalog in Service-Now.
• Responsible for the administering the Service-Now instances and clone scheduling process.
• Configured Email, inbound and outbound email actions and developing mail scripts on need basis.
• Used Glide Record to retrieve and update data on different business conditions
• Worked on CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Users are populated into the system using LDAP integration and worked closely with Service-Now.
• Used the best practice for migrating the customization from one instance to another which include creation of update set, preview, and commit of update sets and merge operations.
• Involved in client calls to understand requirement feasibility form functional aspect.
• Used the best practice for migrating the customization from one instance to another which include creation of update set, preview, and commit of update sets and merge operations.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Involved in creation and modification of various Business rules, Client Scripts, UI policies, UI actions.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA’s.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
• Configured multiple forms for asset module using Configuration Management Database.
• Configured the complex Workflows that drive the catalog forms
• Involved in running daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Suggestions on how the data needs to be moved from one Instance to the other using Update sets.
• Developed and improved user systems procedures, and prepared systems documentation.

Environment: CMS, Import Sets, Transform Maps, Service Catalog, CMDB, Workflows.

Confidential

UI Developer/Service Now

Responsibilities:

• Created various front-end forms.
• Involved in creation and modification of various Business rules, Client Scripts, UI policies, UI actions.
• Created update sets to migrate customizations from one instance to another.
• Designed Workflows.
• Worked on CMDB and Asset Management.
• Involved in working in an agile development environment.
• Integration of service now with LDAP for authentication.
• Service Catalog and Request Workflow Design and Configuration
• Development of scheduled reports for stakeholders.
• Extensively worked on Workflows and web service integrations.
• Created various SLA as per client requirement with the Incident Management applications.
• Worked closely with UI designers to understand the detailed intuitive UIprototypes and components.
• Drive the user experience vision across teams and enhance the internal as well as client facing applications and the overall application experience.
• Developed Page layouts, Navigations and presented designs and concepts to the clients and the management to review.
• Converted mock ups hand-written HTML and CSS with pixel perfect attention.
• Developed the webpages that included JQUERY, JavaScript and AJAX.
• Developed web presentation layer using JQUERY, HTML and CSS according to internal standards and guidelines.
• Designed the table less web applications using CSS and with the help of and tags as per W3Cstandards.
• Construction of UIs using jQuery, Bootstrap and JavaScript.
• Worked with teams where requirements are constantly being implemented, tested and improved.
• Handled all aspects of the web application including maintaining, testing, debugging, and deploying.

Environment: HTML, DHTML, CSS, JQuery, JavaScript, AJAX, Java (JSP), Oracle, Windows.

Confidential

UI Developer

Responsibilities:

• Developed all the UIpages using HTML, XUL, DHTML, XSL/XSLT, XHTML, DOM, CSS, JSON, JavaScript, JQuery and Ajax.
• Created XHTML Pages with CSS and the Box Model.
• Developed the presentation layer using HTML, CSS and client-side validations using JavaScript.
• Developed websites using HTML5, CSS3, JavaScript, jQuery, Google Maps API (JavaScript Library), XML and Ajax.
• Designed Frontend with in object oriented JavaScript framework like Angular.JS, Node.js and Ext.JS.
• Involved in designing, creating, reviewing Technical Design Documents.
• Using Java scripts did client-side validation.
• Created interactive navigation lists using list elements in HTML.
• Implemented page designs in standard-complaint dynamic HTML and CSS.
• Used Cascading Style Sheet (CSS) in web pages to separate presentation from structure

Environment: HTML, CSS, JavaScript, JQuery, Dreamweaver CS5, AJAX, JSON, XSLT, XPATH.