SUMMARY

• Over 7 years of extensive experience in IT industry, experience in various ITSM frameworks and Java/J2EE enterprise application development.
• Good noledge of Web application development technologies such as HTML, JavaScript, JQuery, JSON, CSS, Angular JS, AJAX, XML and XSLT.
• Strong experience in Development and Administration in ServiceNow Platform.
• Experience with teh other ITSM frameworks BMC Remedy and HP Service Desk.
• Excellent hands on experience with design and implementation of ITIL processes in Service Now: Incident Management, Problem Management, Change management, Demand Management, Service Request Management and Knowledge Management.
• Designed and implemented custom Applications within Service Now to meet teh business needs.
• Well versed in integrating Service Now with other third party applications like CA UIM, STAT, Puppet, BOX, AWS, Azure and Slack.
• Experience in integrating LDAP Server with Service Now to populate organizational Users, Groups, and Roles.
• JDBC integration using Mid Server for Location table maintenance
• Hands on experience on Active Directory, LDAP and Single Sign - On (SSO) Integration and IT PAM.
• Experienced in working with Multi - Provider Single sign on.
• Experience using DISCOVERY to load configuration information to CMDB.
• Experience in configuring teh Business Rules, Client Scripts, UI Policies, UI Actions, and SLAs in Service Now.
• Experience on Performance Analytics.
• Experience in designing and implementation of custom workflows using Service Now workflow editor.
• Worked on CMDB and Asset management and Created Transform maps for importing CMDB data.
• Expertise in design and Implementation of ServiceNow Service Catalog, created custom Catalog Items, Order Guides and Record Producers.
• Experience is ServiceNow CMS and ESS Portal.
• Data loads for migration to Service Now - Import set & Transform maps.
• Experience in generating reports in Service Now as per teh requirements in Service Now, generated custom KPI reports by creating custom metrics on Incident and Requests.
• Experienced in Upgrade activities, Clone activities and maintaining production and non- prod environments.
• Involved in environment promotions and managing Service Now using Update-Sets.
• Experience in working with Calgary, Dublin and Eureka, Fuji. Geneva, Helsinki versions of Service Now.
• Strong noledge and experience in all teh phases of SDLC.
• Experience in various software development practices Agile, Waterfall etc.
• Efficient in client management skills, presentation skills, operational metrics, time management, analytical, great communication and interpersonal skills

TECHNICAL SKILLS

Languages: SQL, C, C++, Java, J Query, Ajax, JavaScript, T-SQL, Angular js.

Operating Systems: Microsoft Windows, UNIX

Java and J2EE frameworks: Java, Java Collections, JSP, Servlets, Struts, Spring, Hibernate, DAO, DTO

Scripting Libraries: JQuery, Java Script, shell scripting

Databases & Tools: MS Access, T-SQL, Toad, Oracle 8i, Oracle 9i, 11g.

Web Technologies &Application Servers: HTML, XML, JSP, JSF, Angular JS, CSS, JBOSS, Tomcat, Web Logic

PROFESSIONAL EXPERIENCE

Confidential, San Francisco, CA

Service Now Developer/Admin

Responsibilities:

• Technical contributor to Service Now systems which includes three instances (Development, Test, and Production).
• Major responsibilities include coordinating, managing and performing technical activities for Service Now modules &applications.
• Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in Service Now.
• Upgrading instance from Geneva to Helsinki.
• Key contribution on teh architecture for teh 3rd party integrations, MID Server installation and Service Now VPN communication to client VPN network.
• Involved in LDAP integration with Service Now for obtaining users and groups.
• Involved in gathering teh requirements from teh Business Team and creation of technical, functional specification documents
• Managed ITEC’s security policies, procedures & participated in security-related training.
• Experience in creating and configuring SLAs as per product requirements.
• Experience with development of Service catalogs - catalog items, designing workflows and execution plans.
• Integrated AWS Config with teh Service Now CMDB and Implemented efficient incident, problem and change management of services deployed Cloud Formation.
• Worked on CMDB and populated teh CMDB by importing teh data of IT assets into teh system, centralizing teh information
• Writing teh Catalog client scripts and UI policies to make client side changes
• Created ACL’s to grant access to specified users and managed teh assignment rules.
• Developed new work flows and change management policies for Release management and Operations Automation.
• Setup & Administer Windows-based MID servers to run discovery on entire company software assets.
• Monitored ITIL Service delivery via process mapping audits and design procedures.
• Providing solution and standardized teh ITSM process in bid management for to satisfy teh customers.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Angular, CSS, and HTML5.
• Handling Day to day IM/PM and CM tickets according to teh Priority & Business needs.
• Coordinate with Platform Management team, Incident management & developed SLAs.
• Designed Service catalogs, based on classification per Business needs: B2B, B2C & Mobile.
• Responsible for developing, evaluating & presenting weekly and monthly Change Management metrics to Executive Management.
• Developed monthly Change Cost Analysis reports of teh clients to Executive Management Team.
• Developed a set of actionable and targeted change management plans - including communication plan, sponsor roadmap, coaching plan, training plan, SLAs and resistance management plan.
• Work with Product Teams to Integrate Change Management activities into teh overall ITIL project plan.
• Exceptional understanding of Service Now functionality and ITIL processes which can be implemented in Service Now.

Confidential, Irving, TX

Service Now Developer/Admin

Responsibilities:

• Involved in gathering teh requirements from teh Business Team and creation of technical, functional specification documents
• Implementation of different modules of Service Now as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs.
• Developing integrations both inbound and outbound. SOAP & REST.
• Setting up Mid-Servers for outbound integrations.
• Created ACL’s to grant access to specified users and managing teh assignment rules.
• Moving Update set’s from non-production to production.
• Upgrading instance from Eureka to Fuji.
• Upgrading instance from Fuji to Geneva.
• Cloning of production instances to non-production instances.
• Performing by weekly releases in production.
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Customizations in Service Now forms as per client's requirement.
• Involved in redesigning teh workflows using Service Now workflow editor
• Worked on migration between various Service Now environments using Update Sets
• Worked on loading teh data into Service Now using import sets
• Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in Service Now
• Involved in creating and configuring teh SLAs as per teh requirement
• Responsible for teh acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring dat all teh CIs are registered and these records are correct and up to date.
• Troubleshooting HPOO and SCOM agent related issues.
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI
• Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for
• Service Now modules.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Worked on CMDB and populated teh CMDB by importing teh data of IT assets into teh system, centralizing teh information.
• Involved in reconciliation of complicated workflows to simpler form.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5

Environment: ServiceNow, JavaScript, HTML 5, Windows 7, HTML, XML, JSP, JSF, Struts, CSS

Confidential

Service Now Consultant

Responsibilities:

• Creation of technical, functional specification documents as per teh requirements
• Creation of Applications, Modules, tables, Columns as per teh requirement specification in Service Now.
• Reports, Service Level Agreement, Notifications, and Alerts.
• Configuring teh SLAs for various ITIL processes in Service Now
• Customizing teh forms and form design for teh ITIL processes used across teh firm.
• Creation of update sets, export teh update sets, retrieve teh update sets,
• Migration of changes from one instance to other using update sets
• Involved in Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge
• Involved in creation of business rules, client scripts, UI policies, UI Actions as per teh requirements
• Worked on importing teh Configuration Items(CI) from third party applications
• Responsible for teh acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for managing data with Service Now tables, CMDB import sets Users, Groups and roles.

Environment: ServiceNow, JavaScript, HTML 5, Windows 7, Security Controls, HTML, Sandbox, Eclipse IDE Plug-in, Windows XP.

Confidential

Java Web application developer

Responsibilities:

• dis Application is useful for customers to post orders online. Customers has teh availability to use different operations like changing address, canceling teh order. They can also split their orders and expedite online. Their order status will also be displayed on request.
• Roles and Responsibilities:
• Actively involved in analyzing and collecting user requirements.
• Wrote Specification for teh development.
• Wrote JSPs, Servlets and deployed them on Tomcat application server.
• Involved in writing PL/SQL Stored procedures, views for backend database access.
• Used JavaScript and HTML for UI, servlets as front controllers.
• Developed Java Script for client-side validations.
• Expertise in Object Oriented Design using UML-Rational Rose.
• Involved in Server side and Client-side programming.
• Wrote SQL stored procedures and used JDBC to connect to database.
• Developed data layer using JDBC
• Created a user interface with HTML and JSP.
• Involved in developing various servlets and used DB2 as teh database and wrote SQL & PL-SQL.
• Creating database views to pull teh reports on variables, which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client-side changes.

Environment: Java/J2EE, EJB, JDBC, Servlets, JSP, Eclipse IDE, HTML, XML, JavaScript, BEA WebLogic, Oracle, Internet Explorer, Windows.

Confidential

Software Development Engineer

Responsibilities:

• Preparing Design specifications, development (coding), database design, Unit Testing and deploying teh java applications in oracle Application11i on Linux Server.
• Also, responsible for providing post implementation Support & maintain code in case of any changes.
• Developed front end page using HTML, CSS Script, DB2, SQL, PL-SQL, JDBC, UML, Apache Tomcat.
• Preparing Design specifications, development (coding), database design, Unit Testing and deploying teh java applications in oracle Application11i on Linux Server.
• Also, responsible for providing post implementation Support & maintain code in case of any changes.
• Developed front end page using HTML, CSS
• Used JavaScript for form validations and field level validations.
• Developed platform HTML5, CSS, and JavaScript to match design specs for complex page layouts while adhering to code standards.
• Developed JavaScript library for rendering domain specific layout XML to teh web.
• Involved in development of User Interface using HTML5, CSS3, JavaScript, and JQuery, AJAX
• Involved in coding Java, JDBC and Servlets interact with client and database.
• Involved in writing procedures, complex queries using PL/SQL to extract data from database and to delete teh data and to read teh data from Oracle database.
• Performed Unit Testing using JUnit for teh modified codes.
• Involved in client interaction as well as client demonstration

Environment: Java/J2EE, EJB, JDBC, Servest, JSP, Eclipse IDE, HTML, XML, JavaScript, BEA Web Logic, Oracle, Internet Explorer, Windows.