SUMMARY

• Overall 7+ years of professional IT experience and 4+ years of experience in ServiceNow platform as both Developer and Administrator.
• Configured Applications using Service - Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical noledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• In-depth noledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Strong experience in JavaScript.
• Experience in SaaS software configuration and development using Web Services and Simple Object Access Protocol, XML/RPC, and AJAX.
• Functional noledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Expert on Service Now Discovery module, comfortable deploying discoveries in a multi-datacenter environment. Proven Service Now implementation experience. Multi-domain/service provider model experience within a SNOW platform
• Configured SAML 2.0 SingleSign-on authentication, OKTA Single Sign-on(SSO) authentication.
• Worked on encryption and decryption on HTTPS using Secure Socket Layer(SSL).
• Extensive experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
• Extensive experience in activities related to SFDC Development like creating visual force page, and creating business logic using apex.
• Involved in Data Integration and Migration with the existing Legacy systems using data loader.
• Experience in Integrating App Exchange Applications with Sales Force, Mass E-Mail Management, Application management using Force.com Plug-in & Eclipse IDE in Sandbox and Production Environments, Working with different aspects of Web Services (XML, WSDL, SOAP).
• Strong experience in working on user interface applications and professional web applications using HTML 4.0/5, XHTML, CSS3, JavaScript, JQUERY, JSON, AJAX, Kendo UI, Require JS, Cordova JS, Bootstrap and XML.
• Expertise in doing CMDB bulk data, load data reconciliation with the halp of transform map and transform script.
• Excellent noledge of hand-coded HTML, CSS, JavaScript, DOM, JavaScript/UI libraries and their use in implementing AJAX solutions
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications using J2EE technologies.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.
• Experience in developing applications Coordinated with the cross-functional teams and have an experience in OFF SHORE environment

TECHNICAL SKILLS

ITIL: ITSM, Service Now, JavaScript, HTML, CSS, SSO.

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

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

Databases/ETL: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer, Informatica

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN

Tools: and Packages Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE

Confidential, Wheeling, IL

ServiceNow Developer/Admin

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances.
• Working with client and functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service desks that TEMPhas been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting 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
• Involved in all the phases of SDLC including Requirements Collection, Design and Analysis of the customer specification from the Business Analyst.
• Written script includes and invoked them in business rules and client scripts
• Configuration Development and development of Requirement Integration components (SSO, LDAP)
• Implemented CMDB Bi-directional Web Services integration. It involves consuming rest- full web services, publishing SOAP web services, using Business Rules, Script Includes, UI Actions and Other Service-Now scripting modules to support data synchronization and business logic. Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc
• Imported many C.I ’s using import set tables
• 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.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML.

Confidential, Oakland, CA

ServiceNow Developer/Admin

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured UI Page and UI Macro using the Jelly and JavaScript.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool and ServiceNow tool.
• Managed end user portal and created dynamic, static block for the content management system.
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Strong noledge of the server side scripting Business rules and Script Includes.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Involved in integration and changes with regards to the Service-Now tool.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow). Configured multilevel approval workflow for the change request.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Managing ServiceNow (Change Management) ITILAutomate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Experience on CMDB, Discovery and integration with other external modules.
• Did performance tuning of the ServiceNow and also worked on System Diagnosis.
• Integrated Microsoft Translator with ServiceNow for translating the different string
• Experience on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX. Done integration with 3rd party tools using (web services, SOAP, email, MID server).

Environment: ServiceNow Berlin/Calgary, Oracle 11g, WINSCP, SQL*Plus,JavaScript, Unix, Linux.

Confidential, Carmel, Indiana

Service Now Developer

Responsibilities:

• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements.
• Team Progress Tracking.
• Incident Management and Problem Management activities.
• Reviewing SLA performance and recommend corrective action.
• To follow up on escalations and issues with clients and management.
• Prepare Outage reports.
• Performing and communicating Daily health checks to Management across Clients.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.
• Extensively used CSS to change the styles to be used in future web layouts and debugging the errors issues with CSS.
• Performed Training workshop for new joiners in the Team to train them on the entire process and monitoring their transition.
• SPOC for maintain the Quality of tickets by performing daily checks and audits.
• Generated weekly and monthly outage reports and provided to senior management.
• Developed and implemented various process improvements within the team as per ITIL methods and practices
• Implemented CMDB Bi-directional Web Services integration. It involves consuming rest- full web services, publishing SOAP web services, using Business Rules, Script Includes, UI Actions and Other Service-Now scripting modules to support data synchronization and business logic. Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Involved in LDAP integration with ServiceNow for obtaining users and groups
• Created all JavaScript logic (validation, animations, transitions, template, date picking etc.)
• Rendered data using Ajax and mustache template;
• Use semantic HTML5, well supported CSS3 and JavaScript to create rich, responsive experiences for our clients' websites and applications, optimized for their users.

Environment: ServiceNow, HTML5, JavaScript, CSS3, JQuery, XML, JSON, AJAX, SOAP, SQL, iFrames, Shell scripting, Log4j, Integrations, Cloud services ITIL, SCRUM

Confidential, Austin, TX

Java/ J2EE Developer

Responsibilities:

• Developed the entire application implementing MVC Architecture integrating Spring MVC with Hibernate and spring frameworks.
• Developed user interface with JSP and used JSP Tag libraries to simplify the application complexity.
• Good analytic experience with fixed income such as bonds & securities to deliver quality software.
• Identified and resolved programming issues, Servlets and EJBs performance tuning opportunities.
• Developed Service (EJB) components for middle tier component implementation and implementation of business logic and Inter communication between components is developed by using XML.
• Created applications, connection pools, deployment of JSPs, Servlets, and EJBs in Web sphere for Batch processing.
• Developer Oracle PL/SQL stored procedures and complex SQL.
• Used ANT for build process and JUnit for Unit testing.

Environment: Web sphere App Server 6.0, spring, RAD, EJB 2.1, Oracle 9i, JSP, J2EE, XML, XSL, JDBC, JNDI, HTML, CSS, Spring MVC, Hibernate

Confidential

Java Developer

Responsibilities:

• Designed & developed the application using Spring Framework
• Developed class diagrams, sequence and use case diagrams using UML Rational Rose
• Designed the application with reusable J2EE design patterns
• Designed DAO objects for accessing RDBMS
• Designed & developed Data transfer Objects to carry the data between different layers
• Developed web pages using JSP, HTML, DHTML and JSTL
• Designed and developed a web-based client using Servlets, JSP, Tag Libraries, Java Script, HTML and XML using Struts Framework
• Developed test cases for Unit testing using JUnit and performed integration and system testing
• Involved in coding for the presentation layer using Struts Framework, JSP, AJAX, XML, XSLT and JavaScript
• Closely worked and supported the creation of database schema objects (tables, stored procedures and triggers) using Oracle, SQL/PLSQL.

Environment: Java, JSP, JSTL, J2EE, JDBC, Servlets, HTML, HTTP, CSS, UML, MVC, Struts, XML, AJAX, JavaScript, Log4J, Web logic 8.0, JDeveloper, VSS, Windows, Unix, Oracle 9i