SUMMARY

• A Qualified IT Professional wif 7+ years of experience including 4+ years of experience as a Service - Now developer, administrator and Business Analyst.
• Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration wif Web Services.
• Facilitate elicitation and requirement gathering sessions from teh business units and other stakeholders and translating into functional requirements.
• Functional knowledge and implementation experience of ITSM frameworks.
• Write, collect, review and prioritize user stories and also manage backlogs from process owners and Service Owners.
• Communicate effectively both orally and in writing to technical and non-technical audiences.
• Identify and contribute to continuous process improvement.
• Developed custom web portals using Service Portal.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Create & prioritize a backlog of requirements through development of User Stories in ServiceNow SDLC module.
• Service-Now Administration and Production support including maintenance of lower environment instances.
• Hands on UI Development using HTML, JavaScript, Jelly and CSS.
• Post implementation analysis to review and evaluate if requirements were fulfilled.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.
• Strong skill set in teh Service Now suite development including SOAP/REST integration,
• Familiar wif versions Istanbul, Geneva, Eureka, Dublin, Berlin.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Create an access control rule (ACL).Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Loads, manipulates and maintains data between Service Now and other systems.
• Familiar wif Service Now Content Management System (CMS).

TECHNICAL SKILLS

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

Apps and Packages: All MS Office suites(incl. 2003), MS Exchange & Outlook, Lotus Domino Notes, Citrix Client, MS Internet Explorer, Firefox, Chrome, Apache, IIS

Helpdesk & Support System: JIRA, NEXUS

ITSM Tools: ServiceNow, ITSM Suite

Languages: Java, J2EE, HTML, CSS, XML, Java Script, JSON, AJAX, SQL

Application Servers: Apache Tomcat, Web logic

Front - End: HTML, JSTL, DHTML, JavaScript, CSS, XML, XSL, XSLT

Databases: Oracle 10g, SQL Server 2005

J2EE: JSP1.2, Servlets 2.4, Struts 1.2, Spring, Hibernate, JNDI, JMS

ServiceNow Modules: Incident Management, Web Services, Problem Management, Change Management, Incident Management, Service Catalog, Service Level Management, CMDB, Data Loading, Start Now, On Call Scheduling, New Call, ODBC Connectivity.

PROFESSIONAL EXPERIENCE

Confidential - Dallas/Fort Worth Area

Service Now Developer/Business Analyst

Responsibilities:

• Developed teh Framework and Solution for teh existing Request process called "Request 3-Layer Architecture" which migrates teh catalog forms to task based assignment.
• Request 3-Layer Architecture minimizes teh multiple workflows to Single workflow. It also contains a Lookup table where teh new catalog forms can be created and set teh values for certain fields of teh Request, define Approval Processes and number and order of fulfillment tasks wifout any new development effort.
• Coordinate relationships business & technical teams to detail user stories (requirements) to be approved for Sprint & Release plans.
• Developed a new module "Incident AppID Implementation" which enables teh users to create a incident to a particular fulfillment group using a specific URL wif a unique AppID wifout teh help of Service Desk, published to users.
• Teh Incident AppID Implementation has reduced teh response and resolution time of incidents and prevented teh tickets from triaging. It also helped in bringing down teh Service Desk Cost.
• Leads and participates in writing and reviewing documentation while enhancing existing policies and procedures to ensure user and company goals and requirements continue to be met.
• Worked on Business Service Catalog Portal using Service Portal to provide teh service commitments for teh users. Customized Business Services and Service Offerings.
• Restructuring and continuous improvement of Service Catalog taxonomy to improve user experience and align wif CMDB and business services for one stop data maintainability and automation.
• Worked on Business Unit Alignment to align and clean up teh business units in teh tool.
• Worked on Ariba Integration, which helps EndPoint teams to create orders for mobile devices for teh senior executives of teh organization.
• Customized Enterprise User- Facing Email Communications to reflect branding consistency, positive language, and clear call to action and/or expectations for Incident and Request tickets.
• Work across multiple departments to integrate business processes both at teh branch and corporate level.
• Developed a custom application CSI Register, which helps teh Continuous Improvement & Process Governance(CIPG) team to maintain, track and prioritize various projects of teh enterprise
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Developed Change 2.0, Enhancements to Change module to accommodate simplified workflows, roles etc. Implementation of Specific Roles for Change Coordinator & Approvals. Simplification of Post Implementation Steps and Build Approval. Support for ABCS "CAB Form" functionality.
• Worked on Integration wif a third party knowledge solution RightAnswers and migrated teh existing Knowledge data to teh RightAnswers Platform.
• Worked on Location Cleanup to prevent duplicate locations getting created by WorkDay and MyID (Oracle Identity Manager).
• Customized MyIT Portal (ESS Portal) according to teh Enterprise requirements by customizing teh content blocks and enabling teh Chat functionality etc.
• Created a custom application for CyberSecurity team to handle teh tickets, which is only accessible by teh members of teh CyberSecurity team preventing ServiceNow Admin also to access teh module.
• Co-ordinate wif business for all Quarterly Patch Upgrades and remediate teh defects caused by teh patches.
• Worked on ConvergeOne Integration to reduce teh Service Desk cost and sync teh Incident and Request creation between ServiceNow and ConvergeOne.
• Responsible for identifying and planning future strategic initiatives and improvements related to hardware and software.
• Worked on Microsoft SCCM 2012, to discover all teh Microsoft Windows devices.
• Developed a custom module to track teh users who are on Enterprise Legal Hold. Helps to add and remove teh Legal Hold flag from users.
• Development of Service Catalog which includes creating new catalog items, designing workflows and execution plans.
• Developed Inbound email Lookup, which enables to create inbound actions by making an necessary field values entry in Lookup table, which reduces teh development effort.
• Developed a new module called Proxy Approvals, which controls teh approvals for teh tickets belonging to a particular team.
• Customized Workplace Services Portal consisting of various request forms belonging to teh Enterprise Workplace Services team.
• Worked on World Courier Integration, After teh acquisition of World Courier by Confidential, we has migrated teh World Courier completely to ServiceNow as per our Enterprise requirements.
• Worked on Tool Configuration - Best Practices, Implementing teh Best Practices based on ACE Report and internal Value to ABC.
• Worked on ServiceNow License Automation, which enabled us to save 3 Months of Manual work on "License" and provided teh data and trends of teh license and helped in controlling teh License Cost.
• Provided teh Applications Mapping Data for teh Service Costing.
• Involved in cloning activities like raising teh request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing teh tool to teh stakeholders and made it easy to understand.
• Worked on DISCOVERY and set up mid servers and check for teh connectivity, Became an expert in troubleshooting Discovery tool.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Called third party Web Services using SOAP Messages. Good understanding of WSDL, XML
• Integrated wif Active Directory for SSO using SAML 2.0
• Working on order guides, to arrange them in sequential order to make teh user comfortable while raising a request.

Environment: ServiceNow, JavaScript, HTML 5, Windows 7.

Confidential - San Francisco, CA

Service Now Developer/Business Analyst

Responsibilities:

• Working wif client and functional requirements wifin Service Now.
• Collect, review, analyze, manage, backlogs (users stories & defects) from process owners and Service Owners.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, Data Policies and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Identify various business processes and developed process flow diagrams for teh acquisition systems verification processes and validated teh processes wif Subject Matter Experts
• Created functional and technical specifications documents for various ServiceNow modules.
• Teh service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. dis includes various administration tasks wifin 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 wif windows team, network team and Asset team in order to check for teh data collected through discovery is accurate.
• Worked on UI Macros to create pages as templates on requirement from teh stake holders.
• Written script includes and invoked them in business rules and client scripts
• Imported many CI's using import set tables
• Manage work plan to ensure teh timely completion of technical specifications for either new systems or major enhancements
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Imported Active Directory to Service now using data sources.
• Created data sources and loaded teh Service-Now tables wif different data formats
• Created transform maps both automatic field mapping and scripting.
• Also worked on Asset Management and loaded teh data into it.
• Integrated Fire eye tool wif Service-Now using Email integration me.e. inbound actions scripting. .
• Worked on Scheduled Jobs and Mid Server Script Includes to fulfill teh requirements.
• Creating database views to pull teh reports on variables which are being used by catalog items.
• Creating teh UI pages to use them in catalog items, Implemented using UI scripts.
• Worked on CMDB from teh scratch
• Created CI relationships and Suggested CI Relationships.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.

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

Confidential, San Francisco, CA

Service Now Developer/Administrator/Business Analyst

Responsibilities:

• Worked on Incident, Problem, Change, and Service catalogue Management.
• Manage over 250 Catalog Items.
• Regular interaction wif teh Process Owners and other Support teams for Incident resolution wifin agreed SLA.
• Update set movement to Sub Prod instances and Production.
• Cloning activities which include post cloning and pre cloning activities.
• Scheduling daily calls and generating Reports regarding various incidents resolved.
• Raising ticket wif Vendor while facing major issues like instance down and Performance issues.
• Identify and document business and customer requirements by working closely wif teh business stakeholders and external customers.
• Voluntarily functions as task, project or team leader when needed or assigned.
• Hands on experience wif Client Scripts/Business Rules/Scheduled Jobs for Incident analysis.
• Hands on experience wif UI Actions/ UI Policy/ Access Control Lists /Email Notifications for Incident analysis.
• Knowledge in workflow editor to design workflow for various modules, triggering various events, publishing workflows.
• Worked on Berlin, Calgary Versions.
• Identify and resolve system defects in order to provide continuous business operation
• Constantly interact wif division management discussing changes and requirements to promote an environment wif improved productivity.
• Writing Catalog client scripts and UI policies to make client side changes.
• Loaded Configuration Items (CIs) from Excel files into Service Now using import sets and Transform Maps.
• Coordinating teh instance upgrade activities.
• Creating Knowledge articles to document teh steps in creating teh catalog items.
• Working on different kinds of variables and variable sets.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Pulling reports and scheduling teh reports as per teh client requirement.
• Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.

Environment: Cloud based, OS: Windows 7 / XP; Applications: Service Now (Cloud based ITSM solution)

Confidential

Java / J2EE Developer

Responsibilities:

• Develop project using Java, JSP, JS, JQuery and Springs MVC.
• Implement EJBs Session beans for business logic
• Write stored procedures and work on performance tuning to achieve better query performance
• Refract existing project to make it more RESTful and thread-safe
• Assist Quality Assurance team in testing teh application
• Create command-line interface for teh test framework
• Used parsers like SAX and DOM for parsing xml documents and used XML transformations using XSLT.
• Involve in Production Support and Enhancement Development
• Attend Scrum meetings to develop teh modules
• Involved in development of teh web pages using HTML, JQuery and Java Script
• Implemented AJAX functionality using RichFaces Components

Environment: Java/J2EE, springs, AJAX, JavaScript, CSS, XML, HTML, XML, Web logic Application Server

Confidential

Java / Web Developer

Responsibilities:

• Familiarized in teh various aspects of Agile Methodologies such as Scrum and estimating various tasks.
• Used various design patterns such as factory, singleton, session facade, DAO and DTO, Service Locator, Transaction management
• Involved in developing Web Services using SOAP for sending and getting data from external interface
• Involved in requirement gathering, requirement analysis, defining scope, and design
• Worked wif various J2EE components like Servlets, JSPs, EJBs, JNDI, JDBC using, Web Logic Application server
• Involved in developing and coding teh interfaces and classes required for teh application and created appropriate relationships between teh system classes and teh interfaces provided
• Assisting project managers wif drafting use case scenarios during teh planning stages.
• Developing teh Use Cases, Class Diagrams and Sequence Diagrams using Rational Rose
• Used Java Script for client side Validation
• Used HTML, AWT wif Java Applets to create web pages
• Deployed Servlets and JSP pages using Apache Tomcat server.

Environment: Java, J2EE, JDBC, HTML, CSS, JavaScript, AWT, Servlets, JSP, JDBC, Oracle, JSON, Eclipse, Web Logic