SUMMARY

• Around 9 years of Experience in Design, Development, Testing, Release,Administration Migration, and Support in ServiceNowDevelopment.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience in debugging and troubleshooting the existing codes.
• Excellent noledge of hand - coded HTML, CSS, JavaScript, DOM, JavaScript/UI libraries and their use in implementing AJAX solutions.
• Experience in performance tuning ofService-Now Setups.
• Supported the IT team responsible for the implementation and administration of theServiceNow implementation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations.
• Knowledge in object-oriented analysis design and application development.
• Experience in creating Portfolio in Eureka and Fuji release.
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement and Service Request Management.
• Strong analytical and problem-solving skills and the ability to interpret and communicate facts and data.
• Worked on creating users, roles, groups and configured LDAP Server and LDAP Listener for updating the user and group table record.
• Experience in working wif Content Management System (CMS) and Self-Service portal using Jelly Script and UI Macros.
• Customized Service Portal, CMS using widget editor tool and provided support.
• Hands on experience on various IT Services modules of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, HR Service Portal, Integration wif Web Services.
• Worked extensively wif Eclipse, Android Studio, Visual Studio.
• Experienced Mobile / Android Developer who designed and developed consumer application for Android mobile devices wif extensive user interface development.
• Proficiency in developing and design of mobile and embedded technologies on mobile platform, Android wif SDK version from 2.3 to 4.2 and application development in Android NDK.
• Good understanding in End user requirement analysis, Android OS, interactive application development and full Software Development Life Cycle (SDLC).
• Good Knowledge of ITIL and ITSM best practices.
• Good Understanding in gathering Systems Requirements Analysis, Design, Coding, Testing, Implementation and Documentation.
• Incident Management where issues of high critical Infrastructure and Applications in production environment were facilitated wif escalations, outage communications, and bridge calls management targeting restoration of services the sooner. Monitoring tools are leveraged to detect most of the incidents.
• Problem Management where recurring issues are ticketed and discussed in the global meetings in regular intervals for enriched permanent solution.
• Change Management where the configuration items’ (CIs) change request are approved after understanding the business impact, operation hours, duration of the change and reason for the change.
• Business Continuity Plan / Disaster Recovery Plan TEMPhas been an innovative setup after understanding the criticality and 24X7X365 availability of the team. dis included lot of wisdom on ITIL like BIA, ITSCM, Maintenance and Monitoring, etc.
• Knowledge Management/Document Management which contains SOPs for Incident Identification, Resolution, and Escalation Contacts etc. are maintained wif 100% availability of the documents upon regular audits.
• Excellent communication, analytical, leadership and project management skills.

TECHNICAL SKILLS

ITSM Tools: ServiceNow, ITSM Suite.

Operating System: Windows Client (7, Vista, XP - Pro, 2000, etc.), Windows Server (NT, 2000, 2003, 2008), Mac OS-X.

Project Tools / Applications: All MS Office suites (incl. 2003), MS Exchange & Outlook, Citrix Client, MS Internet Explorer, Firefox, Chrome, Apache.

Languages: Java, HTML, CSS, XML, SQL, VB.NET

Application Servers: Web Logic Server, IBM Web Sphere and Java Web Server

IDE: Eclipse 3.x, Android Studio, Microsoft Visio 2007.

Web Technologies: JavaScript, JSON, AngularJS, Agile.

ServiceNow Modules: Incident Management, Change Management, Problem Management, Service Catalog, Service Level Management, CMDB, Data Loading, Start Now, Web Services.

Databases: DB2, SQL server, MS-Access, MySQL.

PROFESSIONAL EXPERIENCE

Confidential, IN

Sr.ServiceNow Admin/Developer

Responsibilities:

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely wif tech leads and Business analysts in understanding the current ServiceNow system.
• Involved in coding the Business Rules (Server-Side Scripting), Client Scripts (Client-Side Scripting), Script includes in the ServiceNow
• Maintained and administered the implemented instance ofServiceNowand performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Worked wif IT Asset Management (ITAM) principals and processes that allow the tracking of an asset from acquisition to deployment to disposal and integrating wif ITSM tools and having SCCM and SACM as part of asset management implementation. Assets are standalone objects which include objects like laptops, desktops, printers, phones, software, etc. Assets usually don’t record any relationships wif other assets and we don't manage assets using change requests.
• Involved in creation of custom Widgets using Angular JS for the Service Portal.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Supported and created an Access Control rule(ACL).
• Involved in Designing, Development and Implementation of Service Portal.
• Designed a portal, to provide end users ease of access while creating requests
• Worked on the latest release EUREKA which is the advanced release and discovered Service-Now upgrades.
• Involved in development of several UI Pages and service portal and HR portal.
• Experience in running HR reports to view the status of HR cases, track them, and intervene where required, to improve overall efficiency and TEMPeffectiveness.
• Created Service Portal pages for the applications as per business requirements.
• Worked on business requirements and technical specifications for ITSM platform.
• Gave access to end users to submit requests from Service Portal page.
• Created categories, sub-categories, items for the application and used them in Portal page.
• Worked wif team as junior developer to understand OKTA integrated configurations SSO using SAML 2.0 version project environment.
• Created and utilized Update Sets to move all the work from one instance to another.
• Maintained and administered the implemented instance of Service Now and performed tasks such as Configuring Users, company, site, location and other existing fields, support Group, assignment rules, categorization, CI data, SLA etc.,
• Worked on creating project templates and roll up calculations for tasks and sub tasks using Project Portfolio Management module.
• Created schedules, reports, and monitor performance of Service-Now.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Sr. Developer for Service Catalog, rating systems, Service Requests configurations, AD Integration using SAML, Integration of federated CMDB through ServiceNow Mid-Server technologies.
• Development of Service catalog which includes creating new catalog items, HR case module, designing workflows and execution plans.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Worked on service catalog in introducing new Catalog items based on the client’s requirement.
• Experience working wif the workflows using Service Now workflow Editor.
• Experience wif Web Services integrations and wif web services via APIs and worked on Active Directory, LDAP, JAVASCRIPT, AJAX, CSS, XML, HTML and UNIX.
• Worked onServiceNowDiscovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Created Workflows, Sub flows and Tables both on Fuji and Geneva.
• Managed inbound and outbound notifications in Fuji and Geneva.
• Written script includes and invoked them in business rules and client scripts.
• Creation of update sets, export the update sets, retrieve the update sets.
• Imported Active Directory to Service now using data sources.
• Done integration wif 3rd party tools using (Web services, SOAP, Email, MID server).

Environment: CMDB, ServiceNow Fuji/Geneva, CSS, Java Script, HTML, Discovery, JSON, jQuery, Angular JS, SOAP, AJAX, SCRUM, ITIL.

Confidential, California

ServiceNow Admin/Developer

Responsibilities:

• Involved in 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.
• Created Applications, Modules, tables, Columns as per the requirement specification inServiceNow.
• Worked on CMDB and Asset Management Services: Business Services and Configuration item basis.
• Involved in Configuration, Web Services, Catalog Client Scripting, SOAP, developing complex workflows.
• Developed for Service Catalog, Service Requests configurations, AD Integration using SAML, Integration of federated CMDB through ServiceNow Mid-Server technologies, Incident Management, Problem Management, Knowledge Management and Change Management workflows and respective customizations.
• Good working experience wif HR Service Portal.
• Worked wif IT Asset Management (ITAM) principals and processes that allow the tracking of an asset from acquisition to deployment to disposal and integrating wif ITSM tools and having SCCM and SACM as part of asset management implementation.
• Involved in gathering the requirement when migrating from the JIRA to ServiceNow.
• Experience in HR Case Management Application and Administration of organizational data to facilitate the auto-assignment of HR cases, Catalog items to create the cases and the HR Service Portal.
• Involved in developing the same Application for the Tablet users and for the Mobile users too.
• Involved in debugging the product using JIRA Bug Track
• Developed GUI using JavaScript, HTML, DOM, XHTML, AJAX, CSS3 and jQuery Mobile in on-going projects.
• UsedBootstrapframeworkforthedevelopmentofresponsivepagesfordesktop,mobileUI,iPad,iPhoneandandroidenableddevices.
• Users are populated into the system using LDAP integration and worked closely wif Service Now.
• Used JIRA tool for tracking stories progress and follow agile methodology.
• Wide range of implementation experience wif many global clients in the Service Now suite development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.
• Experience of integrating ServiceNow wif third party tools and implementation of SOAP & REST API.
• Developed solutions using JavaScript, Web Services, SOAP, REST and other web technologies to integrate ServiceNow wif internal/ external systems and tools.
• Knowledge of update set import set and transforms maps in service now for data mapping and data transformation from legacy system to service now.
• Experience in creating Portfolio in Eureka and Fuji release.
• Have worked upon the SSO Integration using Digest token and customizing the Login process to Service-Now using SAML 2.0.
• Experience in configuring Access Control Lists (ACL).
• Familiar wif Studio Editor, Script Editor, Customizations and the API features of Geneva.
• Creation of update sets, export the update sets, retrieve the update sets.
• Imported Active Directory to Service now using data sources.
• Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.
• Worked wif reporting in configuring Service Level Agreements (SLA).
• Worked on Service Mapping by collecting data about devices and applications used in business services which creates a map for business service and stores the collected data in CMDB.
• Worked on the automatic creation of security Incidents and alerts when automatically generates security Incidents.
• Had experience in security incident monitoring and incident activity providing trends and reports like CISO.
• Involved in integration wif third part tool Altiris, where data from Altiris is imported to CMDB.
• Customized which fields display in a mobile list, including how the title is determined, what additional information displays below the title, and the available search fields.
• Involved in creating the layout and presentation of catalogs in mobile device.
• Users can Access the service catalog on mobile devices to view and order products and services.
• Administrators and catalog administrators can configure the layout, presentation, and other aspects of the service catalog for mobile devices.
• Involved in LDAP integration wifServiceNowfor obtaining users and groups.
• Created Record Producers, Order Guides and Catalog Client Scripts and Workflows.
• Involve in migration between various environments in Service Now using update sets and import sets.
• Created Workflows, Sub flows and Tables onHelsinki, Geneva, Fuji and Eureka.
• Managed inbound and outbound notifications in Helsinki Geneva,Fuji and Eureka.
• Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
• Extensively worked wif REST GET and POST using basic HTTP Autantication.
• Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers inServiceNow.
• Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Involved in upgrading version ofServiceNowfrom Fuji to Genevaand Geneva to Helsinki wif focus on Service Catalog and have noledge wif patches for same version.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Worked on Glide AJAX and Glide Records for scripting and UI actions.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Worked on scheduling the report generation inServiceNowas per the requirements.

Environment: ServiceNowGeneva/Helsinki, HTML5, JavaScript, JSON, SOAP, Web Services, MS SQL Server, Integration, SCRUM.

Confidential, Lowell, AR

ServiceNow Developer

Responsibilities:

• Developed and managed application code, user interface, and third-party integration components in all stages of the CMDB development project (me.e. definition, development, deployment).
• Implemented Project and Portfolio management (PPM) coupled wif Timecards and Financial management.
• Experiencedeveloping and configuring ServiceNow modules including PPM.
• Trained multiple IT teams to build their portfolios and helped managers to build reports.
• Manage development of solutions to migrate and/or integrate disparate data to an enterprise CMDB solution.
• Worked closely wif the Data Architect and the DBA in ensuring that enterprise architecture standards and policies are met.
• Implemented Virtual LANs across Routers and Switches.
• Designed and implemented IP Addressing, Subnetting, Route Summarization and Route Distributions.
• Participated in design, code, test reviews cycles.
• Ensured project scope and objectives are accomplished wifin the prescribed time frame sand funding parameters Build web content onServicenowPlatform.
• Configuring VLANs, STP, VTP and Inter-VLAN routing in LAN environment.
• Provided detailed architecture analysis and design, and direction on the development activities.
• PerformedServicenowimplementation tasks including but not limited to configuration, integration, custom programming.
• Developed and documented best practice approaches and reusable assets.
• Supports implementationand provides requested enhancements to PPM implementation during and post go live
• Documented technical architectures that could be clearly understood and immediately used by developers to construct code and unit test.
• Participated in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support.
• Used SCRUM/Agile development methodology.
• Worked on common web-technologies including HTML, CSS, JavaScript, Jelly.

Environment: Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, XMLHTML, AJAX, Shell scripting, Integrations.

Confidential

Android Developer

Responsibilities:

• Worked closely wif UI design team to ensure proper translation of design requirements.
• Used different UI elements, adapted the application for different screen size devices.
• Implemented fragments, custom views and adapter for displaying equipment details.
• Implemented SQLite database to store user profile and parsed XML data.
• Implemented multithreading for updating user data.
• Supported to design and develop user feedback form.
• Developed code in Eclipse.
• Created test cases and test data for testing the application using JUnit.
• Performed Unit testing on the various modules to ensure the basic test coverage.
• Used JIRA for new requirements, issues, bug tracking and project planning.
• Tested the app in different devices to assure quality and performance.
• Participated on the decision-making process for selecting the appropriate technologies for the project based on requirements and the user’s needs.
• Dalvik Debug Monitor Server (DDMS) for debugging and testing
• Used Agile process, peer programming, and implemented tasks wifin the planned sprints.
• Designed the Mobile web page that can be reused by other native applications. The communication made between native and Webpage by JSON.
• Used RESTful web services to GET and PUT data from the server wif Http client.
• Experience in XML-based messaging; web services connectivity.
• Used JSON parser to populate the list items.
• Used AsyncTask for reading tweets from the server using twitter4j API.
• Used Shared Preferences to save user settings and UI configurations.

Environment: AndroidSDK 2.2, SQLite 3.6, Eclipse IDE 3.5,AndroidAPI's, RESTFUL Web service, DOM, JDK 1.6, XML, JSON, HTML, CSS, GPS service, Windows 7, GIT (version control), DDMS console, ADB server, emulator.