SUMMARY

• 12 years of diversified experience in analysis, design, development, testing, implementation as an Oracle developer, Remedy developer, developer/administration of ServiceNow and ITIL processes.
• 6+ years of experience as ServiceNow Admin/Developer in Design, Development, Implementation and Administration of ServiceNow with Berlin, Calgary, Dublin, Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta, Kingston, London, Madrid, Newyork versions.
• 2+ years of experience as Remedy Admin/Developer in Design, Development, Implementation and Administration of Remedy Action Request System (5.x, 6.x and 7.x).
• 2+ years of experience as Oracle Developer with high availability using RAC in Development, Implementation and Administration of Oracle10gR2/9i on Windows Server 2003 and RHEL 4.x/5.x
• A solid noledge of Service Management and Service Delivery Process (ITIL Framework).
• Proficient working experience on on - going maintenance, upgrades and technical support to the existing ServiceNow environments, applications and modules as well developing and implementing additional functionality and modules.
• Involved in all software configuration/customization including, Screen/Form design and layout, Workflow administration, Report design, creation and ongoing maintenance, Data import validation, LDAP integration, Custom scripting.
• Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Create various workflows for process applications for Incident Management, change Management, problem Management Service requests and SLA's.
• Knowledge on BSM Maps, extended tables, variable sets, variables.
• Wrote complex transform scripts in transforming the data into CMDB.
• Experience in developing ServiceNow customized pages using HTML5, CSS3, AngularJS, and Bootstrap.
• Good noledge on Single Sign, LDAP, Mid Server on and event-based integrations.
• Proficient working experience in SQL, PL/SQL, Stored Procedures, Functions, Packages, cursor, ref cursor, DB Triggers, table partition, Performance Tuning, SQL*Loader, and Indexes.
• Experienced in writing performance Tuning of SQL Statements and Optimization using tools such as Oracle Hints and Procedures, functions, Packages for enhancing the load performance in various schemas across databases.
• Generated DDL, DML statements for creation of new database objects like tables, views, materialized view, sequences, synonyms, indexes, DB Links, roles and granting privileges.
• Expertise on Creating Users, Roles and Groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.
• Designed, developed, and maintained the report portal, which provides user access to scheduled reports ps and report parameters.
• Extensively Worked on enhancement requests which required as part of Software Management and Asset Management implementation.
• Extensively Worked with Service Catalogs and Request Workflow Design and Configuration.
• Knowledge of utilizing ServiceNow’s Out of the Box functionality in Helsinki version of ServiceNow.
• Ability to work independently as well as work with teams and has strong verbal and written communication skills.
• Excellent communication and interpersonal skills, self-motivated, quick learner and determination to learn new technologies, strong troubleshooting skill and good Team player with excellent interpersonal and teamwork skills.

TECHNICAL SKILLS:

Languages: SQL, PL/SQL, Shell Scripting (Korn Shell, C-Shell), C, C++, Visual Basic, Perl, Java, JavaScript, AngularJS, Groovy Script, HTML5, CSS3

Operating Systems: Windows NT/2000/XP/2003/2008R2, Linux/Unix, Microsoft Virtual Server

Databases: Oracle 7.x/8.x/9x/10g/11g, SQL Server 2000/2005, MySQL 5.0/4.1, MS Access.

Tools: SOAP UI, Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, Crystal Reports 10, MS Office (MS Word, MS Excel, Access, PowerPoint, MS Visio), Visual SourceSafe, PVCS, WINSQL, WINSCP

ITSM Tools: Service Now Newyork/Madrid/London/Kingston/Fuji, BMC Remedy 6.4/7

PROFESSIONAL EXPERIENCE:

Confidential, Pleasanton/CA

Service Now Developer

Responsibilities:

• Provide hands on assistance with the detailed design and implementation phases of select engagements.
• Configure out-of-the-box workflows and create custom workflows.
• Gathering both technical and non-technical requirements, developing business process analysis, user/systems requirement analysis and specifications.
• Configure application related fields, forms, views, email notifications, events, acceptance roles and access controls.
• Participate in internal and customer meetings to identify unique use cases for the ServiceNow platform.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Design and Configuration.
• Utilize the Service Now Service Catalog for users to create Service Requests and Service Items.
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Created and Configured Business Rules, UI Policies, UI Actions, Client Scripts, and ACLs.
• Advise functional and admin teams on design, development and overall ServiceNow best practices.
• Maintain the integrity of the ServiceNow tool across production and non-production environments.
• Develop custom and scoped applications in ServiceNow using JavaScript, Glide API's, Web Services, HTML, CSS.
• Strong hands-on experience in ServiceNow with Service Catalog Requests, Incident Management, Knowledge Management, Configuration Management, Problem Management, ServiceNow Administration and Change Management.
• Experience implementing ITSM, ITBM, ITAM, HR, ITOM(Discovery) modules in ServiceNow.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Workflow, and CMDB.
• Designed appropriate solutions for data import/export between ServiceNow and Scheduled Jobs.
• Building ServiceNow custom Reports using Script Includes and Client Scripts, dashboards, Feedback Survey and Homepages.
• Work with business users to resolve escalated issues/defects within ServiceNow. Provided guidance and assistance to ServiceNow support team on an ongoing basis.
• Experience with scripting in the ServiceNow platform using JavaScript or Jelly including: Business Rules, Client Scripts, UI Actions, UI Pages, etc.

Environment: ServiceNow Network/Madrid/London, CMDB, Web Services (REST), Data Source, Transform Maps, Export/Import, Workflows, JavaScript, XML, HTML, XHTML, SOAP UI, Notepad ++.

Confidential, TX

Service Now Developer

Responsibilities:

• Provide hands on assistance with the detailed design and implementation phases of select engagements.
• Work with functional and admin teams to deliver automated workflow solutions.
• Assist delivery teams with resolving critical path technical issues, challenges.
• Worked on creation of ServiceNow Templates, Schedule Driven Requests as per User requirements.
• Utilize the ServiceNow Service Catalog for users to create Service Requests and Service Item.
• Configure application related fields, forms, views, email notifications, events, acceptance roles and access controls.
• Participate in internal and customer meetings to identify unique use cases for the ServiceNow platform.
• Facilitate and support the rollout of application and enhancements.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Created and Configured Business Rules, UI Policies, UI Actions, Client Scripts, and ACLs.
• Advise functional and admin teams on design, development and overall ServiceNow best practices.
• Maintain the integrity of the ServiceNow tool across production and non-production environments.
• Develop custom and scoped applications in ServiceNow using JavaScript, Glide API's, Jelly, Web Services, HTML, CSS.
• Work with business users to resolve escalated issues/defects within ServiceNow. Provided guidance and assistance to ServiceNow support team on an ongoing basis.
• Experience with scripting in the ServiceNow platform using JavaScript or Jelly including: Business Rules, Client Scripts, UI Actions, UI Pages, etc.

Environment: ServiceNow Jakarta/Istanbul, Web Services (SOAP/REST), Data Source, Transform Maps, Export/Import, Workflows, JavaScript, Jelly, XML, HTML, XHTML, SOAP UI, CSS, Oracle 12c, Toad, Notepad ++.

Confidential, NY

Service Now Developer

Responsibilities:

• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Worked on Creating Assignment Groups as per the nomenclature.
• Worked on creation of SDCI's and routing changes including inline routing and recommended routing.
• Created Source Request workflow, catalog tasks are created so a procurement manager can source the item by creating a transfer order or purchase order.
• Involved in LDAP integration with ServiceNow for obtaining users, groups and Active Directory.
• Created custom workflow to fit Confidential organization's procurement needs with Custom code.
• Worked on enhancement requests which required as part of Software Management and Asset Management implementation.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Design and Configuration.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's. Generating weekly reports and metrics for IT management.
• Maintain the integrity of the ServiceNow tool across production and non-production environments.
• Worked on Creating Users, Roles and Groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.
• Developed ServiceNow customized pages using HTML5, CSS3, AngularJS, and Bootstrap.
• Integrated APIs in pages and responsible for setting up AngularJS framework for UI development.
• Bootstrap used along with AngularJS in creating the Application.
• Configuration of ITSM process in ServiceNow, CMDB, ITAM and domain configuration.
• Manages data with Tables, CMDB, Import Sets, and Update Sets.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Document existing and future state business processes define and document functional requirements, and conduct information flow analysis and process modeling within and across multiple business streams.
• Organized and facilitated Agile and Scrum meetings, which included Sprint Planning, Daily Scrums or Standups, Sprint Check-In, Sprint Review & Retrospective.

Environment: ServiceNow Helsinki/Geneva, Windows 7, XML, Notepad++, SOAP UI, XML, HTML, CSS, Microsoft Excel 2007/2010, Oracle 11g, Toad, SQL*Plus, SQL*Loader, Export/Import, UNIX.

Confidential

Service Now Admin/Developer

Responsibilities:

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Developed solutions in the ServiceNow platform that are suitable and ITIL compliant, identify and define business solutions for ITIL users.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Responsible for documentation of Configuration, Customization, Integration with External Services.
• Creation of assignment Rules and Approval rules.
• Used Glide Scripting for creating UI Action and Business rules.
• Wrote complex transform scripts in transforming the data into CMDB.
• Experience in developing Service Now customized pages using HTML5, CSS3, AngularJS, and Bootstrap.
• Good noledge on Single Sign, LDAP, Mid Server on and event-based integrations.
• Immense noledge about the concepts like LDAP, MID Servers, Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.
• Familiar with the concepts of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Users are populated into the system using LDAP integration and worked closely with ServiceNow team and Infrastructure team to facilitate Active Directory integration.
• Participated in designing the Autantication services and Entitlement services on REST and SOAP with ServiceNow APIs.
• Worked on Creating Users, Roles and Groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.
• Responsible for creating homepages including basic reporting.
• Migration of customizations from one instance to another instance.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Document existing and future state business processes define and document functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Maintain the integrity of the ServiceNow tool across production and non-production environments.
• Responsible for managing several concurrent high visibility customers facing projects using agile methods in a fast-paced environment.
• Involved in production support for all the ServiceNow related issues.

Environment: Servicenow Geneva/Fuji/Dublin, Windows 7/8, XML, SOAP UI, XML, CSS, HTML5, Oracle 9i/10g/11g, Toad, SQL*Plus, SQL*Loader, Export/Import, UNIX.