SUMMARY

• Around 9+ years of IT industry experience and ITIL related technologies, including experience as Sr ServiceNow Developer, Sr Administration and Solution Architect.
• 3+ years of experience on Upgrading ServiceNow instance versions.
• Hands - on experience in technical implementation of Incident, Problem, Change, Release Management and Service Catalog.
• Experienced on Design, Implementing Service Portal for Enterprise and customizing based on organization Requirements.
• Experienced on Creating widgets, Pages in Service Portal. Designed and Developed Service Portal on ITSM customers.
• Engaging in meetings with Stack Holders, IT Architects and Mangers in proving valued Information/Scope for any new projects and implementation.
• Experienced in Working closely with Business Owners, Process Owners, Form Owners and Application Owners in gathering Requirements, Documentation and Demoing New features/functionalities coming in each Release of ServiceNow version.
• Worked in Installation and Configuration of different types of modules in ServiceNow. Introducing UI Configuration ServiceNow User every Upgrade.
• 24/7 On Call support for Critical and High tickets in ServiceNow,In times of Outage and Slowness in ServiceNow instance.
• Hands on Experience in working on day-to-day Production Support and Issues related to ServiceNow Support.
• Designed and configured different Workflows for various Service Catalog items.
• Hands on experience developing Content Management System (CMS) in Service Now.
• Created different Transform maps to import data into ServiceNow.
• Implementing system security by using Access Control Lists (ACL).
• Integrating CMDB with different sources using webservices. Worked on End-to-End implementation of CMDB module using Discovery tool in ServiceNow.
• Experience includes advanced knowledge, understanding and implementation experience with ServiceNow IT Asset Management, ITSM,CMDB, Discovery, Orchestration and Service Catalog solutions, best practices, and industry trends.
• Architect, design, and implement global ServiceNow... SAM &CMDBsolution. Gathered requirements from stakeholders looking to leverage ITSM, ITAM,CMDB& SAM…
• Served as a point of contact for maintaining the CI’s and documenting the changes to the CI’s in the CMDB.
• Maintain the health and effectiveness of Dashboards across the organization which includes the KPI’s for the Change, Incident, Problem, Requests, SLA’s and CMDB Health dashboards.
• When it comes toCMDBDevelopment I worked on the stories like clean up the duplicate records for differentCMDBbusiness services that help stakeholders in maintain the cleanCMDBrecords from different configuration item tables like cmdb ci,cmdb ci service,cmdb ci software,cmdb ci netgear etc.
• Involved in integration of SCCM and ServiceNow in order for CI records from third party application into the service now for Carrying proper data into CMDB.
• Identified Configuration Management data sources and recommend those that best meetCMDBrequirements.
• Ensured integrity of IT Asset ManagementCMDBData and integrations with the IT Asset Discovery Tools
• Provides daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.
• Experienced in Implementing Azure AD (SSO) and Out of Box LDAP Connection part of ServiceNow User Administration.
• Experienced in Designing Automation of Multiple Workflows in ServiceNow for Active Directory and other tools. Hands on experiences in resolving Complex workflow issues if there are any.
• Experience in generating different kinds of scheduled Reports and marking them as Gauges.
• Experience in creating Update Sets to migrate group of customizations from one instance to another instance.
• Configured MID Server to import data from external sources. The Discover tool is used through MID server in order to complete update CMDB by Assigning the Relationship between CIs.
• Experience in integrating ServiceNow with Web services (SOAP and REST).
• Extensive experience in writing Client Side and ServerSide scripts.
• Participated in workshops (new technologies, enhancement) with ServiceNow partner teams to help company implement ServiceNow using best practices in ITSM.
• Experience in web development (UI) using HTML 5, CSS 3, Angular JS and JQuery.
• OpenSource JavaScript Library: JQuery (Core, Selectors, Attributes, Traversing, Manipulation, CSS, Events, Effects, AJAX, Utilities, Internals) and Angular JS (Tables, XML HTTP Request, Forms, Modules, Input Validation).
• Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile Methodology.

TECHNICAL SKILLS

ITIL: ServiceNow

Requirement Management: MS Word, MS PowerPoint, MS Excel, MS Visio

Programming Languages and DB’s: C/C++, Java, J2EE, SQL, PL/SQL, Mongo.

Scripting Languages: JavaScript, Jelly Script, HTML, CSS, AJAX, XML, JSON, JQuery

Web/Application Server: Tomcat Web Server, MID Server, Web Sphere

IDE: Eclipse, Net Beans, Intellij

ServiceNow Certifications: Certified Application Developer, Certified System Administrator

Project Management / Tools: MS Project, MS Office, Share Point, TFS, HP Quality Center Tool, Trello

Object Modelling Software Process: SDLC, Waterfall, Agile Methodology, Prototype model.

PROFESSIONAL EXPERIENCE

Confidential, Cincinatti, OH

Sr. ServiceNow Developer/Administrator

Responsibilities:

• Successfully migrated bunch of data from other softwares to servicenow using transform map’s.
• Created Catalog items which covers all types of variables and widgets.
• Made lot of customizations to existings service portal which includes lot of widgets
• Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for various catalogs depending on business need.
• Developed reports/Dashboards as per requirements from management.
• Developed Email Templates and Email Notifications.
• Worked on User Management to add, update and deactivate users in ServiceNow and Group Management to create, updated and deactivate groups in ServiceNow.
• Worked on variousServiceNowcustomization, enhancements as per Client requirements.
• Developed SecOps Vulnerability Response end-to-end, with hands-on in installation of Vulnerability Response and supported applications, configuring Vulnerability Response Flow, Performance Analytics.
• Gained Experience in integrating vulnerability scanners like Qualys, Rapid7.
• Implemented scripted Web services in ServiceNow, SOAP, REST, and integrations with external system.
• Hands-on experience in Incident, Problem, Change, Knowledge Management, Service Level Management, Service Catalog, Release Management, Asset Management, CMDB, Event Management, Orchestration, Active Directory integration, B2B Integration and Virtual Agent.
• Experienced in Integrations and MID Server management
• Developed a pipeline which continuously integrates and deploys developed items. Updates the continuous integration/deployment scripts as necessary to improve continuous integration practices.
• Created test scripts using automated test framework.
• Hands-on experience on integrating ServiceNow with external like facebook and twitter to achieve conversational chat functionality in customer service management module and agent workspace.
• Integrated Twilio to achieve SMS chat functionality.
• Integrated Slack to servicnow to intimate respective ad groups when ever a ticket is assigned.
• Integrated snow with inhouse software called onbase which saves the pdf fromats of submitted catalog items.
• Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement.
• Added lot of custom workflows using workflows and flow designer.

Confidential, Blue ash, OH

Sr. ServiceNow Developer/Administrator

Responsibilities:

• Completed 2 Upgrade Project from “Helsinki” to “Jakarta” version and from “Jakarta” to “London” version. Currently Working on Upgrading to New York Version.
• Worked in fixing Defects/Incidents that were caused part of Upgrade maintaining Dashboards for Projects to valuate amount of work done and To-Be done.
• Lead Developer on developing and designing Custom Service Portal (IT Help Center) for Organization. This project includes new features like Knowledge Base, Multiple language translation, over 300 catalog items availability in service portal.
• Worked in Architectural Design, Developing, Customizing Service Portal by Creating/Updating Widgets and pages in Service Portal. Designed Service Portal by splitting them to multiple Phases for providing Better user experiences each phase.
• Service Portal Phase 1(Beta) Version: This version opened for IT users only for testing and feedback of complete portal.
• Service Portal Phase 2: Advanced version which is open for all users (60,000) in Org.
• Service Portal Phase 3: This is in design phase, goal is to provide new enhancements to Advanced version like, Voice to text API, Chat Bot for generating tickets, Multiple language translator.
• Day to Day Production support includes Incident fixes such as User access, slow ness or performance issue.
• Worked closely with Active Directory, Workday and AZURE team in implementing SSO in ServiceNow.
• Experienced in Designing and providing Solutions for New Integration coming into ServiceNow Reviewing the Architecture of Integrations and approvals to move them to Production.
• Worked on Design New Service Catalog and recommended solutions for developers on best practices on scripting Catalog items, Order Guides.
• Created Guided tours for ESS users that helps in understanding tool and provides good Customer Experience.
• Working closely with Business Owners, Process Owners, Form Owners and Application Owners in gathering Requirements, Documentation and Demoing New features coming in each Release of ServiceNow version.
• Will provided technical solutions to developers in weekly standup call. This helps in crossing roadblocks for developers.
• Worked on DOM Manipulators and non-mobile friendly Catalog Client Scripts which were road blockers for Service Portal and update these scripts to work in both Legacy and Service Portal view,
• Worked in all Phase of Service Portal Design, Development for user friendly Experience based on Usability Study.
• Worked on Integration, CDW ServiceNow with organization’s ServiceNow on Incident application via 3rd party external tools like Perspectium,
• Worked on Integration with Xmatter Application (External Source) to ServiceNow Incident Application.
• Experience in Leading Integration Project with Perspectium, Xmatters.
• Played key role in Business Requirements Gathering, Pre-project Documentation, Phases of Development for creating data source, Transform map, field mapping and testing.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Worked on HRSD case manager, employee relations, and created new HR new services like Record Producers, Modules, Field-maps.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action, and Business Rules.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Created Events rules and Alert Rules in Event Management. Did Demo to Operations Team on OOB EVENT Management.
• Configured and Installation of MID Server to import data from external sources.
• Worked on MID Server and CMDB Orchestration for Automation of Software and Asset Management.
• Worked on Discovery tool to find all configuration Item and populate the CMDB.
• Will monitoring Discovery Jobs that run 24x7 to scan CI, s across Org.
• Responsible for creating various homepages including basic Reporting according to the business needs.
• Created Update sets to move customizations between different instances.
• Have experience on Data Lookup definitions and implemented in Incident management.
• Identified Configuration Management data sources and recommend those that best meetCMDBrequirements.
• Ensured integrity of IT Asset ManagementCMDBData and integrations with the IT Asset Discovery Tools

Environment: ServiceNow London/Jakarta / Helsinki, Service Portal Helsinki/Jakarta/London, Windows 7/8/10, XML, Java script, Jelly script.

Confidential, Bentonville, AR

Sr. ServiceNow Developer/Administrator

Responsibilities:

• ServiceNow Developer, External Service Integration, Administrator, ServiceNow Consultant.
• As a ServiceNow consultant, I am responsible for Configuration, Customization, and Integration with External Services, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.
• Involved in gathering the Business Requirements and current state processes to develop and configure in the ServiceNow Platform.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations.
• Responsible technical documentation for Configuration, Customization, Integration with External Services, Administration ServiceNow processes.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Managed data with Tables, theCMDB, Import Sets, and Update Sets.
• Handful experience in Configuration management andCMDBdiscovery.
• Created multiple tables for CMDB module by maintaining parent relationship with CMDB table for Synchronization.
• Created Security levels on CMDB and Discovery tables for restricting users based on roles for updating tables.
• Maintain the health and effectiveness of Dashboards across the organization which includes the KPI’s for the Change, Incident, Problem, Requests, SLA’s and CMDB Health dashboards.
• Assisted in integrating CMDB with different data sources.
• Administered, managed and carried out all aspects of the configuration management processes to ensure the accuracy of the CMDB.
• Monitored CMDB health & accuracy and resolve conflicts between authoritative production data sources
• Maintained CI’s in the CMDB.
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for new employee hire on boarding request.
• Worked on End to End implementation of CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Created Access Control List (ACL) rules for forms, tables, modules and also managed groups/roles according to the requirement.
• Created and modified various Business Rules, Script includes, Ajax Query, JavaScript, and Jelly scripts, UI Actions, UI Policies and Service Level Agreements (SLA) for the existing and customized applications as per the business requirements.

Environment: ServiceNow, Windows 7/8, XML, Java script, Jelly Script, Oracle, Toad.

Confidential, Miami, FL

Sr. ServiceNow Developer/Administrator

Responsibilities:

• Gathered requirement from stake holders for attributes needed to develop Service Catalog items. Identifies and Recommends the ITIL v3 methodologies to delivered technical methodologies around the ServiceNow platform.
• Attended review meetings and project meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog, Incident, Problem and Service Level Management Implementation.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules
• Configuration and customization of Help Desk and different Modules including Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Responsible for creating homepages including basic Reporting.
• Worked on Configuring the IP Addresses to identify the undiscovered CI's and insert them into CMDB.
• Worked on CMDB and Asset management. Performed Data migration to import data from other. Applications and external databases.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Created Buttons and context menus both on form and lists using UI actions.
• Worked with Apache Jelly to create various kinds of UI pages.
• Created and maintained API and data integration processes between ServiceNow and other services.
• Created and modified various Business Rules, Script includes, Ajax, JQuery, JavaScript, and Jelly scripts, UI Actions, UI Policies for the existing and customized applications as per the business requirements.

Environment: ServiceNow, Java Script, Jelly Script, XML, JSON, AJAX.

Confidential, Oakland, CA

ServiceNow Developer/Administrator

Responsibilities:

• Perform day to day administration activities such as providing access to users inServiceNow, adding/removing user to groups.
• Performed Peer Review testing for ServiceNow changes in test environment. Reported defects to lead also tracking test cases in excel.
• Creating/Modifying Reports, Homepage, Dashboards based on requirements.
• Created the Business rules, Catalog Client scripts, Catalog UI policies for service catalog requests. customizing Incident form fields, read/write create access and notifications to users based on roles.
• Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting
• Created, modified fields in Incident, Change, and Problem tables based on requirements.
• Created Access Control List (ACL) rules for forms, tables, modules, and managed groups/roles according to the requirement.
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Worked on Group Management to create updated and deactivate groups in ServiceNow.
• Worked on updating different modules of ServiceNow.
• Defined SLAs and OLAs for internal Support teams.

Environment: ServiceNow, Windows 7, XML, Excel, Java script, Jelly script, Waterfall Methodology.

Confidential

Java Full stack developer

Responsibilities:

• Document and deliver sizing, external design, detail design, and other documents as required by the project.
• Designed and developed Application based on Spring Framework, Spring MVC, Spring Templates, and Hibernate.
• Involved in implementation of enterprise integration with Web Services and Legacy Systems using SOAP and REST services.
• Used J2EE design patterns like DAO and MVC to enhance the existing Java/JEE based code base.
• Involved in the development of project back-end logic layer by using most of the core java features such as Collection Framework, Multithreading environment with Concurrency and Exception Handling programming.
• Designed code for AOP (Aspect Oriented Programming) to put Logging by using Log4j.
• Successfully implemented Servlet Filters for adding Spring Security to application to restrict the access to unauthorized users.
• Design, develop, test and implement business applications using spring, Hibernate, Web methods and Web Sphere Application Server.
• Integrated spring and hibernate together and worked on developing backend components and services using Hibernate and spring.
• Manage configuration of Web App and deploy in AWS.
• Used Spring Batch framework to develop batches.
• Developed UI using HTML, CSS and jQuery to display the data on the client side.
• Generated JUnit test cases for testing various Java components and used J Test tool for performance testing.
• Used AngularJS to decouple the client side of an application from the server side.
• Coordinated with testing team to develop and document test plans and test cases.
• Performed deployment during testing and development. Perform or support production deployment team as need basis.
• Involved in debugging the defects, code review and analysis of Performance issues.
• Full life cycle experience in waterfall and agile methodology, including customer reviews/meetings, requirements gathering, architectural review, high- and low-level design, coding, peer walkthroughs, testing, acceptance, delivery/installation, technical support and maintenance tasks.
• Used JSP, JavaScript, HTML, CSS, Linux, Eclipse, SVN, Maven, Web Logic, REST Web Services, J Query, Handlebars
• Experience in Oracle Web center Sites (WCS)
• Worked on messaging frameworks like Kafka, tuning optimization.
• Worked on Configuring Zookeeper, Kafka cluster.
• Worked on Creating KafkaAdaptors for decoupling the application dependency.
• As a Production SupportAnalyst - Vantage & Account Access Web - The purpose of this artifact is to describe the sales, transact & trade, E-forms, Message center in investment & mutual funds line of business.
• Supported the application flex components using java, JSP, Angular JS & CSS.
• Used EJBs in the application and developed Session beans to implement business logic at the middle tier level.
• DB2 database for retrieving the data.
• Used Splunk to check the error logs & AMP for deploying.
• Used SVN as source control for code changes.

Environment: Java/J2EE, HTML, CSS, XML, JavaScript, JSP, AJAX, Struts1.x, Servlets, XML, XSLT, Spring, Spring Batch, Hibernate, LDAP, Web Methods, JMS, JNDI, Web Services, Log4j, JSF, Junit, Unix, Angular JS, Oracle, GIT, ANT, RAD 8.5, WebSphere Application Server 8.5.

Confidential

Java developer intern

Responsibilities:

• Used Rational Rose to draw UML diagrams and to develop the Use cases, Activity Diagrams, Sequence Diagrams and Class Diagrams.
• Used Spring 3.1 (MVC) Framework to develop the application. Used Factory, DAO, Singleton and DTO and Value Object, Business Delegate design patterns.
• Involved in writing Spring Configuration XML file that contains declarations and another dependent objects declaration.
• Developed user interface using JSP, JSP Tag libraries, Spring Tag libraries and Java Script to simplify the complexities of the application.
• Used multithreading in programming to improve overall performance.
• Developed Session/Message Driven Beans to be deployed on WebSphere V8.0 Application Server.
• Coded and developed EJB Components, both Session Beans and Message Driven Beans, modeling the business logic based on applications specified coding standards.
• Created and maintained Stateless session beans for handling multiple users using EJB 3.0, Created CMP beans for persistence at the backend level.
• Developed automation and process for operations and deployment of application in a message broker environment.
• Involved in creating various Data Access Objects for Addition, modification and deletion of records using various specification files.
• Wrote SOAP based web Services using AXIS to communicate with external vendors.
• Created tables, triggers, stored procedures, SQL queries, joins, integrity constraints and views.
• Used Log4j for writing the logs including errors, info, etc.

Environment: Java SE 7, J2EE, Spring 3.1, EJB, Oracle11g, JDBC, Servlets, JSP, SOAP, JavaScript, XML, HTML, CSS, UML, JMS, Agile, Web sphere 8.0, Rational Rose, JIRA, ANT, Log4j.