SUMMARY:

• 10+ years of diversified IT experience in analysis, design, development, testing, implementation as a developer and administration of ServiceNow, Business Objects and ITIL processes.
• 5+ years of experience as a ServiceNow suite developer and administrator
• Solid knowledge of Service Management and Service Delivery Process (ITIL Frame Work).
• 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.
• Direct hands on experience on various IT Services of ServiceNow tool like Service Catalog Requests, Asset Management, Configuration Management, ServiceNow Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management (PPM), Time Card, Demand Management, Reporting, Gauges, Integration with Web Services.
• 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.
• Extensive experience in IT Operations Management (ITOM).
• Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
• Expert in Server-Side Scripting and Client-Side Scripting.
• Created various workflows for process applications for Incident Management, Change Management, Problem Management, Knowledge Management, Service Requests and SLA's.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Wrote complex transform scripts in transforming the data into the ServiceNow database.
• Good Knowledge of CMDB Asset Management Services: Business Services and Configuration item relationships.
• Experience with ServiceNow and HP Discovery tools to integrate to CMDB.
• Worked on Performance Analytics, Created various dashboards and dynamic filter reports.
• Created Surveys, Score Cards and RAID logs.
• Good knowledge on Single Sign On, LDAP, Mid Server and event based integrations.
• Maintain the integrity of the ServiceNow tool across production and non-production environments.
• Created UI pages to use them in catalog items, implemented using UI scripts.
• ServiceNow administration and production support including maintenance of lower life cycle instances.
• Experience implementing the Human Resources Service Management in ServiceNow.
• Experience in working with HR Case Management, HR Tasks, HR Knowledge and policies articles
• Created Knowledge articles, Mentored and trained business users & Helpdesk users on ServiceNow platform.
• 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 with performance tuning of SQL Statements and Optimization using tools such as Oracle Hints and Procedures, functions, Packages for enhancing 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 in implementing, migrating and maintaining Business Objects modules both full-client modules (Business Objects XIR2 Designer, Desktop intelligent and Central Management Console) for user Community and server-side modules (Web Intelligence).
• Extensively worked on developing Desktop intelligence and Web Intelligence Business object reports and make enhancements to the existing reports as per the requirements.
• Extensively worked on Business Objects Administration. Uploaded the reports and created users and groups and setting the rights on them using Central Management Console (CMC).
• Proven record of providing outstanding customer service, talented relationship developer, self-motivated who seeks challenging opportunity in ServiceNow ITSM platform development, support and management.
• Excellent communication and interpersonal skills, self-motivated, quick learner and determination to learn new technologies, strong troubleshooting and good team player with excellent interpersonal and team work skills.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow, Remedy

Languages: C, C++, Java, J2EE, HTML, XML, JavaScript, Glide Script, CSS, SQL

Databases: Oracle 10g/11g, SQL Server 2008

Application Servers: IIS 5.0, Apache, Tomcat, Weblogic

Reporting Tools: Business Objects, Crystal Reports

Operating Systems: Windows 7, Windows 2008/XP, UNIX, LINUX

PROFESSIONAL EXPERIENCE:

Confidential, TX

ServiceNow Consultant

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.
• Created various custom applications like Availability, Capacity for CMDB CI services.
• Designed and implemented new functionality using Business Rules, UI Policies and Access Lists.
• Service Catalog and Request Workflow Design and Configuration.
• Created complex work flows for both standard and nonstandard catalog items.
• Designed the Content Management System for various systems which involved layout, CSS and service catalog work.
• Worked on Performance Analytics, Created various dashboards and dynamic filter reports.
• Created Surveys, Score Cards and RAID logs.
• Integrated with Active Directory using LDAP for authentication and loaded users, groups and roles into Service Now.
• Created Workflows for Change Management, Knowledge Management, Service Requests and SLA's.
• Created SOAP and REST messages to communicate with BMC Remedy, Salesforce.
• 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.
• Written script includes and invoked them in Business Rules and Client Scripts.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Created transform maps both automatic field mapping and scripting.
• Worked on Asset Management and loaded the data into it.
• Created Knowledge Articles to document the steps in creating the catalog items.
• Worked on Order Guides to arrange in sequential order to make user comfortable while raising a request.
• Generating weekly/monthly reports and metrics for IT management.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential, Norcross, GA

ServiceNow Consultant

Responsibilities:

• Implemented Employee Onboarding.
• Created new work flows for employee onboarding order guide and rule base items.
• Worked on Time Card Management. Customized time card and time sheet.
• Created various Business rules for time card and time sheet.
• Worked on Project and Demand modules.
• Worked HR Case Management, HR Tasks, HR Knowledge and policies articles
• Designed and implemented new functionality using Business Rules, UI Policies and Access Lists.
• Service Catalog and Request Workflow Design and Configuration.
• Created complex work flows for both standard and nonstandard catalog items.
• Customizing the form design and form layout for various forms in the ITIL Process like Incident, Problem and Change management.
• Experience on Glide and Jelly Scripting, JavaScript, HTML, XML, AJAX. Done integration with 3rd party tools using (web services, SOAP, email, MID server).
• Worked on Email Notification, Reports and Database views.
• Created Workflows for Change Management, Service Requests and SLA's.
• Created Assignment Rules for Incident, Request, Requested Item and Task.
• 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.
• Managed data with Tables, CMDB, Import Sets, and Update Sets.
• Managed users, groups, and roles.
• Created SOAP and REST messages to communicate with Salesforce.
• Written script includes and invoked them in Business Rules and Client Scripts.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Created transform maps both automatic field mapping and scripting.
• Worked on CMDB and Asset Management and loaded the data into it.
• Created Knowledge Articles to document the steps in creating the catalog items.
• Worked on Order Guides to arrange in sequential order to make user comfortable while raising a request.
• Coordinated with offshore team, participated in daily sprint meetings.
• Generating weekly reports and metrics for IT management.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential, Chicago, IL

ServiceNow Consultant

Responsibilities:

• Assisted client implementing the MSP (Managed Service Provider) instance for ServiceNow and domain separation for ServiceNow Instances.
• Worked with client and functional requirements within ServiceNow.
• Implemented the Human Resources Service Management.
• Designed and implemented new functionality using Business Rules, UI Policies and Access Lists.
• Service Catalog and Request Workflow Design and Configuration.
• Created complex work flows for both standard and nonstandard catalog items.
• Designed the Content Management System for various systems which involved layout, CSS and service catalog work.
• Integrated Zenoss with ServiceNow using REST API.
• Integrated with Active Directory using LDAP for authentication and loaded users, groups and roles into Service Now.
• Created Workflows for Incident Management, Change Management, Service Requests and SLA's.
• Created SOAP and REST messages to communicate with BMC Remedy, Tally and Salesforce.
• 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.
• Created Suggested Relationships for configuration items in CMDB.
• Written script includes and invoked them in Business Rules and Client Scripts.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Created transform maps both automatic field mapping and scripting.
• Worked on Asset Management and loaded the data into it.
• Created Knowledge Articles to document the steps in creating the catalog items.
• Worked on Order Guides to arrange in sequential order to make user comfortable while raising a request.
• Generating weekly reports and metrics for IT management.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential, Detroit, MI

ServiceNow 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.
• Involved in UI development within ServiceNow working with JavaScript, Glide Script, UI Policy, HTML5 and CSS3 and applying Business Rules.
• Used Client and Server API’s for Asynchronies process, Client-Side Script for alert, error and confirm messages, JavaScript Debugging for debugging.
• Design and implement new functionality using Business Rules, UI Policies, and Access Control Lists.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Design and Configuration.
• Designing the Content Management System for various systems which involved Layout, Angular JS, HTML and CSS.
• Configured PPM suite and worked on the customization of the project portfolio management.
• Worked on the resource management for allocating time for the project users.
• Worked on PPM reports and dashboards as per business requirements.
• Created suggested relationships for configuration items in CMDB.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• 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.
• Integrated with Active Directory using LDAP for authentication and loaded users, groups and roles into Service Now.
• Worked with HR Case Management, HR Tasks and HR Knowledge Articles.
• Responsible for creating homepages including basic reporting.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Setup e-Mail and SMS Notifications for incident and change management modules based on events and data changes.
• Created standard workflows which are being re-used and propagated and handled many custom events.
• Written Catalog client scripts and UI policies to make client-side changes.
• Configured Data Archiving to improve the search functionality in ServiceNow Platform.
• Created UI pages to use them in catalog items, implemented using UI scripts.
• Created Knowledge Articles to document the steps in creating the catalog items.
• Worked on order guides to arrange in sequential order to make user comfortable while raising a request.
• Generated weekly reports and metrics for IT management.
• 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.
• Maintained the integrity of the ServiceNow tool across production and non-production environments.
• Provided on ServiceNow process, operations, capability to all required teams.
• Mentored junior resources in the team.
• Involved in production support for all the service now related issues.

Environment: ServiceNow, JavaScript, HTML, XML, CSS, Windows 7

Confidential, WI

ServiceNow Developer

Responsibilities:

• Designed and implemented new functionality using Business Rules, UI Policies and Access Control Lists.
• Service Catalog and Request Workflow Design and Configuration.
• Created complex work flows for both standard and nonstandard catalog items.
• Designed the Content Management System for various systems which involved layout, CSS and service catalog work.
• Integrated with Active Directory using LDAP for authentication and loaded users, groups and roles into Service Now.
• Created suggested relationships for configuration items in CMDB.
• Created Workflows for Incident Management, Change Management, Service Requests and SLA's.
• Created SOAP and REST messages to communicate with BMC Remedy, Tally and Salesforce.
• 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.
• Written script includes and invoked them in Business Rules and Client Scripts.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Created transform maps both automatic field mapping and scripting.
• Worked on Asset Management and loaded the data into it.
• Created Knowledge Articles to document the steps in creating the catalog items.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential, Santa Ana, CA.

BO Reports Developer/Administrator

Responsibilities:

• Involved in several Phases of Software Development Life Cycle (SDLC) which includes design, development and testing of the application.
• Designed GUI Activity Diagram, Interface Prototyping, Interface Flow Diagram, GUI Class Diagram.
• Worked with the team for analyzing the requirements and to design the dashboard which will help track the changes. The dashboard shows the status of the updates done in different regions. Designed and developed universes for reporting generation.
• Involved in Designing and developing of universes for report generation from warehouse databases using Business Objects.
• Designed the Universe by creating the Business Objects data model, selecting/joining tables, indicating cardinalities, created aliases to resolve the loops, used Aggregate Aware function and created the objects which are grouped into classes based on Business Functionality.
• Installed Business Objects, Created Repository and User Groups.
• Created complex reports using Universe as a data provider according to the customer information.
• Created reports using the Free-hand SQL as data provider.
• Created sub-reports and business views with various types of reports incorporating filters, conditions, calculations and prompts.
• Exported the universes to the Repository making resources available to the users.
• Linked the Universes to share the common components between the universes.
• Created WEBI reports & Crystal reports and deployed them through Info View with Universe as Source. Used Variables, User defined objects, Scope of analysis, Drill mode, Prompts, and Conditions to make reports accurate and easier for analysis.
• Presented data in Reports as per the User requirements using Various BO functionalities.
• Exported the Universe/Reports to the Repository/Broad cast Agent for automation.

Environment: Business Objects (Designer, Business Objects, Supervisor) 6.1, Broadcast Agent, Oracle 9i, SQL, MS SQL Server 2000, UNIX.

Confidential

BO Reports Developer

Responsibilities:

• Understood the user requirements, created reports using Business Objects tool.
• Extensively used agile methodology’s best practices during the SDLC.
• Organized data with in reports by using filters, sorting, ranking and highlighted data with Alerts.
• Created the reports using Business Objects functionalities like Combined Queries, Slice and Dice, Drill Down, Cross Tab, Master Detail and Formula etc.
• Created reports using the Universes and Free-hand SQL as data providers
• Involved in Scheduling the Reports using BOXI (Crystal) Enterprise Portal.
• Published Reports in Crystal Enterprise via. Crystal Publishing Wizard and Central Management Console.
• Export the Crystal reports to Excel and PDF formats for end users to allow viewing the reports on varying systems.
• Made changes, expanded, enhanced exiting universes by adding tables (Fact and Dimensions), conditions, resolving loops using contexts and aliases.
• Exported the Universe to the Repository to make resources available to the users.
• Created hierarchies and predefined conditions using Business Objects.
• Created WEBI reports & Crystal reports and deployed them through Info View with Universe as Source. Used Variables, User defined objects, Scope of analysis, Drill mode, Prompts, and Conditions to make reports accurate and easier for analysis.
• Creation of sub-reports and business views with various types of reports incorporating filters, conditions, calculations, prompts in Crystal.
• Exported the universes to the Repository making resources available to the users.
• Linked the Universes to share the common components between the universes.
• Customized LOVs in Universes for quicker performance of reports.
• Created Joins, Contexts, and Aliases for resolving Loops and Universe Tuning and checked the Integrity of the Universes.

Environment: Business Objects XI R2, Universe Designer, Web Intelligence, Agile, Import Wizard, Report Conversion tool, CMC, CMS, Oracle 10g/9i, SSRS, SQL Server 2005/2008, and Quality Center.