SUMMARY

• 10 Years of professional IT Experience in analysis, design, development, testing and implementation of Client/Server and Web - based N-tier architecture.
• Worked in Front-end development using technologies like HTML, jQuery, CSS, and JavaScript.
• Experience in Installation and Configuration of different modules of ServiceNow.
• Hands-on experience with UI Actions, Business Rules, Client Scripts, UI Policies, UI Scripts, UI Pages, Script Includes, ACL's etc.
• Expertise in administering ServiceNow modules with, Access Control Lists, Email notifications, Scheduling Reports, Roles, Groups, Defining SLA’s, User Administration, Update Sets, Service Catalogs. knowledge about the concepts like LDAP, MID Servers, Discovery, Service Mapping, Password reset application, Orchestration, Software asset management, Notifications, data imports, custom scripting.
• Experience with rational databases such as MS SQL, Oracle.
• Worked on creation of workflows, Flow Designer for Service Catalog items in ServiceNow.
• Experience in Configuring Applications using Service Now tool, used in ITIL Management. Deep functional and technical knowledge of the Service Now platform as well as experience-delivering medium to large-scale Service Now implementations.
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.
• Handle the tasks of providing guidance to engineering staff on methods, procedures and requirements for entering Configuration items into the CMDB
• Experience in designing User Interface (UI) applications and professional web applications using HTML 4.0/5, XHTML, CSS2/CSS3, JAVASCRIPT, JQUERY, AJAX, JSON AND XML
• Good Understanding on PowerShell/Shell Scripting.
• Very good understanding IT related technologies (Java, J2EE, .Net, Mainframe, Webservice, and Middleware) to discuss with developers and business.
• Create an access control rule (ACL). Use of scripting tools and Service Now functionality to create Script to automate routine tasks being done in Service Now.
• Configuration Development and development of Requirement Integration components (SSO, LDAP)
• Strong skill set in the Service Now suite development including SOAP/REST integration.
• ServiceNow Developer with Experience in analysis, design, development, testing and implementation of Client/Server and Web-based N-tier architecture.
• Experience in working with different modules in ITSM, ITOM, ITBM.

TECHNICAL SKILLS

Tools: & Technologies: ITSM, ITIL, ITAM, ITOM, CMDB, Discovery, Service Mapping, Orchestration, Password reset application, SAMP, Java, IBM Watson, Customer Service Management (CSM), Asset Management-Discovery, Service Portal, Custom Applications, SecOps, ITOps.

Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL, RPGLE, CLLE, COBOL

Scripting Languages: JavaScript, Jelly Script, HTML, CSS, Ajax, .Net, XML, jQuery

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

Database: Oracle 10g, MySQL, SQL, DB2

Database Tools: SQL Client, SQL Developer

Platform: Windows, Linux

IDE: Eclipse, Net Beans

Tools: and Packages: Ant, Maven, Log4j, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE

Confidential - Plano, TX

ServiceNow Developer

Responsibilities:

• Developed new offerings related to the full scope of an IT Service Management methodology, IT Operating model (ITOM), IT Service management (ITSM), ITIL Process Assessment and remediation.
• Responsible for the implementation of Discovery, CMDB, Event Management, Service Mapping.
• Worked on Orchestration to automate the top and frequently used service requests.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Developed custom pattern connection section to build connection to applications CI and database in the service mapping.
• Worked on end-to-end discovery setup.
• Configure discovery schedules with discovery behavior to target discovery based on the protocol (WMI, SSH, SNMP, CIM).
• Installed and configured mid server and mid server cluster (load balancing and fail over).
• Implemented ServiceNow Orchestration/Run book Automation to automate changes to Enterprise Servers, Active Directory and Outlook Exchange.
• Worked on software asset management to discovery and maintain software in CMBD
• Created entitlement/software models/ integration profiles in software asset management
• Maintained asset and asset to CI synchronization.
• Worked on Azure/AWS/Google cloud discovery setup in ServiceNow.
• As a part of support activity, resolve incidents by providing proper root cause investigation.
• Develop and manage application code, user interface, and third-party integration components
• Experienced in the analysis, development, and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.

Environment: ITSM, Discovery, Service Mapping, Asset Management professional, Software Asset Management, MID Server, Azure, AWS, Cloud discovery, Dashboards, JavaScript, UI design, UI Coding, Angular JS, CSS, ServiceNow, Netcool, CSS, API’s, HTML, Web Services, CMDB.

Confidential, TX

ServiceNow Developer

Responsibilities:

• Designing, developing, and administering ITSM suite of applications, Asset Managements and Web services and functional knowledge in experiencing ITSM frameworks. Create new Business Rules/Script Includes/Client catalog script/Client Script.
• Extensively worked on Identification and Reconciliation Engine develop customer identifiers to uniquely identify the CI in the CMDB
• Developed custom pattern extension based on the client requirements
• Worked on configure password reset application to automation the password reset process.
• Integrated password reset process with google authenticator for validation.
• Installed and configured MID Server with different application
• Configured Even Management (ITOM) by configuring connector instances and connector definitions.
• Worked with various cloud teams to configure cloud discovery (Azure/AWS).
• Involved in development and testing of Business Rules, UI Actions, UI policies, Data Policies, Client Scripts, Server-side Script Includes and fix scripts.
• Create and maintain API and data integration processes between ServiceNow and other services.
• Created Record Producers, Order Guides and Catalog Client Scripts and Workflows.
• Designed and implemented new functionalities for enhanced features.
• Worked on integrating several external applications with ServiceNow using Web Services (both Inbound and Outbound) such as REST and SOAP.
• Participated in ITSM modules such as CMDB, Asset Management and Service Catalog, and create custom tables, fields as per the requirements.
• Worked on various modules of ServiceNow like Incident management, change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Responsible for delivering ServiceNow product installations to scope, time, and budget as contracted with the customer. (IPCC, GRC, Vendor Risk Management, HR Case Management, SIR, and Discovery).
• Developed workflows to automating the on-boarding process using orchestration.
• Follow Agile and Scrum Methodology of project management for development.

Environment: ITSM, ITOM, Discovery, Service Mapping, Password Reset Application, MID server, Orchestration, SIR, Access Management, Agile, Dashboards, JavaScript, UI design, UI Coding, Angular JS, CSS, ServiceNow, Netcool, CSS, API’s, HTML, Web Services, CMDB.

Confidential, TN

ServiceNow Developer/ Admin

Responsibilities:

• As a part of support activity, resolve incidents by providing proper root cause investigation.
• Worked on Service Catalog and implemented new functionality using Business Rules, UI Policies, and Access Lists etc.
• Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in ServiceNow.
• Participating in meeting with SME’s and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.
• Designed many catalog items out of which few catalog items involve integration using SOAP Web services, Restful API.
• Designing of Content Management System which involved layout, CSS, and Service Catalog work.
• Enabled service portal plugin and implemented service portal by designing the pages and configuring the features in the service portal.
• Utilized the ServiceNow Service Catalog for users to create Service Requests and Service Items.
• Maintain the integrity of Service Mapping tools across Production and Non-Production environments.
• Manage the team responsible for the Application, Infrastructure and Software inventory in CMDB.
• Created complex transform scripts in transforming the data into the SNOW database.
• Service Now application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports.
• Experience developing and configuring ServiceNow modules including PPM.
• Responsible for the Service Now upgrade from Jakarta to Kingston Have been instrumental in handling the entire upgrade activities and fixing the issues post upgrade.
• Created reports, workflows, data imports for Incident, Problem, Service Request, PPM and Change ServiceNow modules.
• Using XML, XSL developed interfaces for the CSM in order to invoke the various business partners.
• Participate in meetings with SMEs and Project Managers to analyze the requirements and develop the workflow design of request items using Agile Methodologies.
• Good hands-on experience with Geneva, Helsinki, Istanbul, Jakarta and Kingston.
• Implementing ServiceNow ITOM product, including Discovery, Service Mapping and Active Directory Password Reset (Orchestration) Applications.
• Created workflows & assignment rules for the Customer Service Management application.
• Created, Developed, and implemented HR cases for automated HR processes, such as employee onboarding and offboarding.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool and upgrade to Jakarta. Working on the latest release Kingston.
• Worked on creating surveys after the closure of incident tickets and service Requests.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Managing client scripts, UI policies, UI actions and Data policies.
• Maintains existing applications. Creates code that meets system standards.
• Develop, configure, and maintain Custom service requests using Advanced Interface forms in Service Request
• Management application to meet Request catalog requirements of the IT business users.

Environment: LDAP, Bootstrap, Angular JS, CSS, ServiceNow, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB.

Confidential, TX

ServiceNow Developer

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and end users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to document and configure the ServiceNow Platform.
• Deliver reporting and analytics solutions to business stakeholders using ServiceNow performance analytics.
• Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
• Define the right key performance indicators (KPI’s) that align to business objectives.
• Create new jobs, indicators, breakdowns, widgets, and dashboards.
• Designing and Implementation with the ServiceNow ITSM platform (Incident, Problem and Change)
• Responsible for the Service Now upgrade from Istanbul to Jakarta. Have been instrumental in handling the entire upgrade activities and fixing the issues post upgrade.
• Worked on ServiceNow ITOM business development, project delivery / implementation, building ServiceNow ITOM practice & competency (Service Mapping, Discovery, CMDB, Event Management), and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, CMDB in ServiceNow
• Administrating ServiceNow processes (User management/Group management), writing Catalog client scripts and UI policies to make client-side changes.
• Configured multiple Catalog Items; Front-end web / GUI components using JavaScript, web-services integration using SOAP and REST, CSS, HTML5
• Created UI Actions, UI Actions, Business Rules, and Client Scripts extensively using Glide Forms, Records, Scratchpad AJAX and Glide System used in.
• Experience with ServiceNow discovery tool service watch to discover and import CMDB items, establishing relationships between datacenter components which comprises business services.
• Worked on CMDB from scratch. Configured multiple forms for Asset module using Configuration Management Database.
• Also, I have working experience on Asset Management to track the finances of the company property, wherein I worked with colleagues from finance department and IT services end users. We used to manage and oversee the asset lifecycle.

Environment: ServiceNow, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB.

Confidential, FL

ServiceNow Developer/Admin

Responsibilities:

• Customization of applications and tables for Incidents and Service Requests for the first point analysis on tickets and assigning them to other service lines based on the scope.
• Develop and maintain the application architecture for business functional areas in compliance with the enterprise architecture.
• Daily tasks included customizing the existing or creating new Business Rules, Scripts- Includes Client catalog script, Client Script. As per the business requirements. Creating UI Actions for Buttons and context menus on form and lists so that the whole application to any user is user-friendly and easy to handle.
• Designed and implemented ServiceNow Integration solution with Emails, SMS and Alerts to raise and resolve the incidents from remote locations.
• Created transform maps for importing CMDB data and data from other company applications. Thus, making the import of the data from existing database tables easy and quick.
• Created ServiceNow suite configuration in ServiceNow fulfillment, service catalog, Dashboard.
• Written script includes and invokes them in business rules and client scripts.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, CMDB.

Confidential

ServiceNow Developer

Responsibilities:

• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Contributed ServiceNow Customizations as per client's requirement.
• Supervised Performance Analytics and Client Reporting for both Institutional and Retail portfolios across 4 different product lines.
• Collaborated with business users to develop and update Business Requirements document (BRD) and Functional Requirements document.
• Self-Involved with Configuration, Web Services, Catalog Client Scripting, SOAP, Developing complex workflows.
• Developed workflows and customized the applications in ServiceNow using Java script, Jelly, AJAX, CSS, and HTML.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Change management experience using Update Sets, Import Sets in ServiceNow.
• Experience with Access Control Lists (ACLs) and SLAs for various ITIL processes as per the requirements.
• ITOM, ITSM delivery and support for multi-Site.
• Configure security settings or access permissions for groups or individuals.

Environment: ITIL, ITSM, ITOM, Scrums, MID servers, JavaScript, HTML, CSS, CMDB, Business Rules, Service Catalogs, Integrations, Linux, Oracle 10g, PL/SQL, Workflows, Transformation maps and Access Controls Lists.

Confidential

Remedy Developer

Responsibilities:

• Analysis and evaluation of the requirements within ITIL framework and industry best practices.
• Configuring Remedy ITSM, Asset Management, RKM and SLA Management.
• Creating Remedy Forms and Workflow objects to customize BMC Remedy OOB applications and custom functionality.
• Defined, developed, and implemented Asset and Change management requirements using the Remedy asset and change management modules.
• Interacted with BMC and internal teams to help solve critical issues.
• Working with Discovery tools to discover and Import Configuration items into Remedy CMDB.
• Asset management activities like CI management, catalog management, creation and maintenance of Contracts and Software Licenses.
• Raising Purchase requisitions and working with procurement teams.
• Involved in the various customizations of the Asset Management module for the hardware Request Process, Asset Decommission process.

Environment: WINDOWS 2008, BMC Remedy ARS 8.1, ITSM 8.1 Suite, SLM 8.1, SRM 8.1, RKM 8.1 and CMDB 8.1