Objective

• Seeking a responsible and challenging role in an organization as a Software Engineer, preferably in Service Now, where my sincerity and hard work reaps benefits for the organization thereby facilitating my career growth.

TECHNICAL SKILLS

Operating System: Windows, Ubuntu

Language: Core JAVA, HTML, Java Script, PL/SQL

Tools: & Technology: Service Now (Jakarta, Kingston, London, Madrid, New York, Paris, Quebac) Auto IT tool, API (SOAP and REST), Eclipse, Workbench, JIRA, SAP / Shape sales.

Database: Oracle 10g/11g

Application: Desktop, Web - based, Android

Domain Knowledge: Service Now, Retail, Cards and Payments, Automotive, Elevator know how

PROFESSIONAL EXPERIENCE

Confidential

Service Now Developer

Responsibilities:

• Working on dual role i.e. as Snow developer as well as BA for FHS(client).
• Understanding and gather the business requirements from the clients and push it to development.
• Design, implement, test and deploy (via change process) various ITSM modules like Incident, Problem, Change, Knowledge, Release Management.
• Responsible for developments of ITSM core modules like Catalog items, workflows, tasks, RITMs/incidents, Change, Problem.
• Configure/Customize Service-Now including multiple fullfilment Workflows, UI, Client scripts, Business rules, UI Actions, Script Includes etc.
• Handson with UI Actions / UI policy / Access Control Lists, reports etc.
• Integration of Nexthink Tool with Service now (CMDB, Incidet management connector).
• Integrating Service-Now with other Applications using Web-Services APIs e.g. SOAP, REST, JSON etc.
• Good interaction with USA clients, posses good inter-communication, have recieved multiple appriciation mails from the clients.
• Volunteered with testing and cloning of latest Quebac release.

Confidential

Service Now Developer

Responsibilities:

• Analyzing and understanding the business requirements.
• Working on Human Resorce Module.
• Responsible to provide solutions or implement them for differant storys, RITMs/Incidents based on service catalog, ACLs, Incident, email configuration, scripts(Client script, business rule, UI Policies, Script Includes), email notifications, ACLs, Knowledge articles and so on.
• Migration of implementation from one to another instance using update sets.
• Have calls and discussions with clients regarding requirements, formats and policies to be followed in the development and demo given to them.
• Develop technical documentation as required by clients

Confidential

Service Now Developer

Responsibilities:

• Develop technical documentation as required by clients
• Implemented the Incident Management, Problem Management, Change Management and Service Catalogue Management.
• Implemented the Inbound Email Actions for creating the incidents automatically into the ServiceNow when the SNOW receives the email.
• Implemented the workflows for automating the service fulfillment process.
• Implemented the reports and dashboards. For an instance, one can see the opened tickets in their queue on their dashboards.
• Involved in UAT (User Acceptance Testing), performed by the Client for different modules, preparing, writing & executing test plan matrix and report.
• Setting up Service Level Management Processes s which consists of several SLA’s and OLA’s based on service enhancing People-Process Productivity and Notification Customizations ensuring timely alerts.
• Worked on UI actions, UI policies, Business Rules, Client Scripts and Script Includes.
• Responsible for migration of the implementation from one instance to another using an update sets.
• Created Email Notifications for IM, PM, CM and SCM.
• Work on the tickets and provide the resolution accordingly.

Confidential

Service Now Developer/Adminitrator

Responsibilities:

• Work on the tickets and provide the resolution accordingly.
• Implemented the Incident Management, Problem Management, Change Management and Service Catalogue Management.
• Implemented the Inbound Email Actions for creating the incidents automatically into the ServiceNow when the SNOW receives the email.
• Implemented the workflows for automating the service fulfillment process.
• Implemented the reports and dashboards. For an instance, one can see the opened tickets in their queue on their dashboards.
• Involved in UAT (User Acceptance Testing), performed by the Client for different modules, preparing, writing & executing test plan matrix and report.
• Setting up Service Level Management Processes s which consists of several SLA’s and OLA’s based on service enhancing People-Process Productivity and Notification Customizations ensuring timely alerts.
• Worked on UI actions, UI policies, Business Rules, Client Scripts and Script Includes.
• Responsible for migration of the implementation from one instance to another using an update sets.
• Created Email Notifications for IM, PM, CM and SCM.
• Supporting the Incident Management process.
• Work on the tickets and provide the resolution accordingly.

Confidential

Technical Associate

Responsibilities:

• Awarded as ‘Extra Mile’ contributor for working as individual contributor in testing every modules, requests and responses in JASON files, database and test fields in ISO messages.
• Analyzing the Requirements from the client by attending the walkthrough with them.
• Attend calls with business/stakeholders, call with developers to discuss the defects, and attended testing for certification with banks.
• Prepare & Review Test cases, Test scenarios. Test Execution, Defect reporting, Defect Analysis & Tracking till closure.
• Validate entire card flow travelling from customer to bank through different intermediate bus such as ESB, SHARP, PCI Compliance, simulator and authorizer. Including various certification testing with vendors/banks on Collis tool.
• Testing and validation of card flows through ISO messages in logs, database (workbench) and API testing through JASON files (.Xml files) on the servers.