SUMMARY

• Around 7+ years of IT industry experience in various ITSM frameworks with successful background in requirements gathering, technical documentation, design documentation and expertise in Object Oriented methodologies and ITSM frameworks.
• Direct hands on experience on various IT Services of Service Now tool like Service Catalog Request,Asset Management, Configuration Management, Service Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• In - depth technical & functional knowledge of the ITBM implementations of Project Portfolio Management(PPM) and Application Portfolio Management(APM).
• Experience in configuring and customizing all aspects of Service-now like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Experience indesigning, development and implementation of Service NowITSM Platform applications and modules (ex. Incident, Problem, Change, CMDB, Service Catalog, GRC, PPS, Security Vulnerability, Discovery,HR, MID SERVER Facilities,PerformanceAnalytics, various integrations and various custom applications).
• Designed and configured different Workflows for various Service Catalog items and implementing end-to-end Service Catalog.
• Worked on REST API as a third-party application for Integration.
• Configuring and managing Discovery and Orchestration.
• Experience in CMDB, Discovery and integration with other external modules.
• Worked on GRC application (Governance, risk and compliance).
• Good Knowledge on Implementing Unified Compliance Framework library.
• Development of code for UI Pages using Jelly, UI Actions, Script includes, MID Server script include, client script, UI Policies, Business Rules, Glide Dialog Window, Glide Dialog Form and Processor.
• Experience across a wide base of modules within ServiceNow, including from the ITOM and ITBM suites.
• 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.
• Proactive in analyzing, coding using Java script and understanding the business processes, and ability to adhere to stringent Quality Procedures.
• Implementing system security by using Access Control Lists (ACL).
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Strong experience in managing, migrating and maintaining best practices of Update Sets.
• Wrote complex transform scripts in transforming the data into the SNOW database.
• Facilitate and test all system updates and configuration changes.
• Strong skills in theServiceNowsuite development, including SOAP/ REST integration using SOAP/ WSDL
• Having experience in implementation of CMDB module using Discovery tool in ServiceNow.
• Experience in generating different kinds of scheduled Reports and marking them as Gauges
• Creating technical documentation including design, security and accreditation documentation.
• Strong development experience and professional HTML5, CSS/ CSS3, JS and JQUERY and various Java and JavaScript design patterns, Web Services.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile Methodology.
• Service Now Certified System Administrator
• Micro Certifications:
• Application Portfolio Management
• Agile and Test Management Implementation

TECHNICAL SKILLS

ITSM Tools: ServiceNow Berlin/Calgary/Dublin/Eureka/Fuji/Geneva/Helsinki, Manage Now

Languages: Java, J2ee SQL, PL/SQL.

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

ServiceNow Versions: Geneva, Helenski, Istanbul, Jakarta, Kingston, London, Madrid, New York, Orlando, Paris

Database: Oracle 9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2.

Operating Systems: Windows, Unix, Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, Georgia

Sr. Service Now Developer/Administrator

Responsibilities:

• Gathered Business Requirements and interacted with Service owners, Helpdesk and end users to understand the existing functionality, current state processes and to develop and configure the ServiceNow Platform.
• Created the new Applications and Modules, custom tables in ServiceNow.
• Created, monitored, modified, and publish service catalog workflows with approvals.
• Implemented end-to-end Service Catalog, Incident Management, Configuration Management (CMDB) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Creating database views to pull the Reports on variables which are being used by catalog items.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• It involves consuming Rest full web services, publishing SOAP web services, using Business Rules, Script Includes, UI Actions and Other ServiceNow scripting modules to support data synchronization and business logic.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service-Now.
• Adjusted ServiceNow Import sets and transforms maps accordingly to ensure data entering ServiceNow tables matched the company outlined requirements.
• Working with client and functional requirements within ServiceNow.
• Design and implement new functionality using Business Rules, UI Policies, and Access Control Lists etc.
• Worked on Portal Development that included writing down angular JS Widgets and more on client side and server side so making sure these Widgets work both on desktop and as well as mobile level.
• Worked on handling URL redirects for Users logging in to the Portal.
• Hands on experience on Mobile client Scripting and Mobile UI Action.
• Customized the Mobile list titles.
• Design and develop solutions within the ServiceNow environment to include modifications of applications, forms, workflow, interfaces and any other customization required to support ITIL processes.
• Worked on Project Portfolio Management creating projects with various stage such as initiation, planning, development, testing and launch with project tasks, enhancements, defects etc., on various user customizations.
• Developed and supported Service Portal for Project Portfolio Management.
• Involved in upgrading version of ServiceNow from London to Madrid and I was responsible to do regression testing for Service Catalog and other modules. Modified Service Portal as per latest version and customization of widgets.
• Worked on GRC application (Governance, risk and compliance).
• Implementing, configuring, onboarding, and administrating GRC plugins
• Service Catalog and Request Workflow Design and Configuration
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Created notifications based on user requirements andconfigured inbound email actions to create incidents or requests
• Designed many email templates by using HTML and used them in notifications
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Created Buttons and context menus both on form and lists using UI actions.
• Written script includes and invoked them in business rules and client scripts.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• 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 managed groups/roles according to the requirement.
• Imported many CI's using import set tables.
• Imported Active Directory to Service Now using data sources.
• Created data sources and loaded the Service Now Tables with different data formats.
• Created Transform maps both automatic field mapping and scripting.
• Also worked on Asset Management and loaded the data into it.
• Worked on latest upgrade of Service NowATF(Automated Test Frameworks) to run test suites forIncidentmodule
• Written test cases for Incidentand Service Catalogsand Executed usingATF
• DevelopedOn-BoardingandOff-Boardingservice catalog and automated the process of removing access for all the applications the user was given access to.
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment.
• Responsible for ITBM solutions implementation and administration of Project Portfolio Management (PPM), Application portfolio management (APM).
• Worked on APM (Application Portfolio management), which helps assess the portfolio and worked on the Capability mapgap.
• Supported Service Now integration using SOAP, REST web services, import sets and transform map, BR scripts.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.
• Worked with Service Now UI16.

Environment: Service Now, Asset Management, Incident Management, ITIL, HTML5, Java script, Jelly Script, Web Services, CSS, CMDB

Confidential, Philadelphia, PA

Service Now Developer/Administrator

Responsibilities:

• Gathered Business Requirements and interacted with Service owners, Helpdesk and end users to understand the existing functionality, current state processes and to develop and configure the ServiceNow Platform.
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Responsible technical documentation for Configuration, Customization, Integration with External Services, Administration ServiceNow processes.
• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations.
• Customized the user interface of Incident, Problem Management and Change Management Applications of ServiceNow using UI Policies and Client Scripts.
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Worked on GRC application (Governance, risk and compliance).
• Configured UI Page and UI Macro using the Jelly and JavaScript.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Worked on End to End implementationof 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 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.
• Followed Agile methodologies.
• Supported ServiceNow integration usingSOAP, RESTweb services, import sets and transform map, BR scripts.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Created Update Sets to migrate customizations from one instance to another instance.

Environment: Service now, Net cool Omnibus, Java Script, Ajax, XML, Web Services, SOAP, and Encryption.

Confidential, Plano, TX

Service Now Developer

Responsibilities:

• Gathered Business Requirements and interacted with Service owners, Helpdesk and end users to understand the existing functionality, current state processes and to develop and configure the ServiceNow Platform.
• Provided technical support for Incident Management, Problem Management, Knowledge Management, Release Management, Reporting, Email Notification, Email Templates, Service Catalog, User Administration, Reporting, CMDB, Asset Management, Services, Web services, and Integration with other systems.
• Created User Interfaces using Service UI features (Templates, Frames, and Scripts for Validation using Glide Script).
• Created Web services for incidents to access other systems using ServiceNow Web service features (SOAP, WSDL, Transform Map, User authentication).
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Created Service Catalog using CMDB and Asset Management.
• Created Reports (Report, Report Scheduler, Email Notification, and Email Templates) to send report to management about incidents and problem management.
• Involved in developing Content Management System (CMS) and Jelly Scripting.
• Involved in various technical and integration requirement discussions for ServiceNow, SMTP Admin, IBM Data power, Web service Owners and integration with external and internal systems.
• Created Business rules,Catalog client scripts, and Catalog UI policies for the new service Catalog requests.
• Worked with business users to identify and refine business requirements and workflows.
• Good knowledge in Java &java script programming skill.
• Involved in developing various forms using SQL development Skill.
• Understanding of IT service management and the ITIL business process.
• Supported and created an Access Control rule (ACL).
• Involved in creating the adhoc reports in ServiceNow.
• Created the new Applications, Modules and custom tables in ServiceNow.
• Created, monitored, modified, and publish service catalog workflows with approvals.
• Responsible for the Service Nowtool administration module and creation of new Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Involved in loading of data into CMDB using discovery and file imports.
• Created complex transform scripts in transforming the data into the SNOW database.
• Assisted in Release Management during product and batch releases and managed documents and verified the changes. And managed IT Asset Management.

Environment: Service Now, Asset Management, Incident Management, ITIL, HTML5, Java script, Jelly Script, Web Services, CSS, CMDB

Confidential

Java Web application developer

Responsibilities:

• Actively involved in analyzing and collecting user requirements.
• Wrote Specification for the development.
• Wrote JSPs, Servlets and deployed them on Tomcat application server.
• Involved in writing PL/SQL Stored procedures, views for backend database access.
• Used JavaScript and HTML for UI, servlets as front controllers.
• Developed Java Script for client-side validations.
• Expertise in Object Oriented Design using UML-Rational Rose.
• Involved in Server side and Client-side programming.
• Wrote SQL stored procedures and used JDBC to connect to database.
• Developed data layer using JDBC.
• Created a user interface with HTML and JSP.
• Involved in developing various servlets and used DB2 as the database and wrote SQL &PL-SQL.
• Creating database views to pull the reports on variables, which are being used by catalog items.

Environment: Java/J2EE, EJB, JDBC, Servlets, JSP, Eclipse IDE, HTML, XML, JavaScript, BEA WebLogic, Oracle, Internet Explorer, Windows