SUMMARY

• Over 8 Years of experience in software analysis, design, & development of enterprise applications.
• Over 4+ Years of experience in Service Now platform as both Developer and Administrator.
• In - depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Configured Applications using ServiceNow tool used in ITIL Management.
• Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale ServiceNow implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• Expertise in front-end development using technologies like HTML, JavaScript, CSS, AJAX.
• SNOW Applications implemented: Incident, Problem, Change, Configuration, Asset Management, Software Asset Management, Contract Management and Procurement.
• Migration & INTEGRATION of Knowledge from CA Service Desk, BMC Remedy into SERVICENOW.
• Experience in handling tables on CMDB and also had a profound knowledge and experience on DISCOVERY & SERVICEWATCH.
• Developed script on server side and client side for BUSSINES RULES, UI POLICIES, UI ACTIONS, UI MACROS & CLIENT SCRIPTS.
• Good understanding of Helpdesk / Service Desk process, Change Management process, Asset Management, Change Tasking, Service Level Agreement processes
• Extensive experience of integrating Service Now with third party tools and implementation of SOAP and REST API.
• Experience in MS Microsoft Office Suite, Rational testing tools, Rational Clear Case for test documentation and version control.
• Involved in database designing by creating database objects such as Tables, Views, and Indexes and developed code in the mid-tier server integrating ServiceNow with other IT systems.
• Experience with integrating ServiceNow with other applications using Web services.
• Attention to detail and complex problem solving abilities from operational and technical perspective.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, Problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.

TECHNICAL SKILLS

ITSM Tools: ServiceNow, Service Desk 7.6.4/6.x/5.x/4.x, Service Request Management 2.1/2.2/7.6,Change Management 7.6.4/6.x/5.x/4.x, Service Level Agreement 7.x, Mid-Tier, DSO.

Programming Languages: Java, PL/ SQL. JDK, Collections, Multithreading, Networking, Exception Handling, Files and Streams, JDBC, J2EE Servlets, JSP, Spring, EJB, Hibernate.

Software Methodologies: SDLC, Waterfall, Agile, Scrum.

Web/ Application Servers: IBM Web Sphere, Web Logic, Apache Tomcat.

Databases: Oracle 10g, MySQL.

Database Tools: SQL Client, SQL Developer.

Version Control Tools: CVS, SVN.

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

PROFESSIONAL EXPERIENCE

Confidential, NYC, NY

Sr. Service Now Admin

Responsibilities:

• Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Develops new applications from beginning to end.
• 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
• Imported many CI’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.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Develops conversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance.
• Ongoing Maintenance.

Environment: Service Now, ITIL, JavaScript, Jellybeans, Web Services, XML, DHTML, JQuery and JSON.

Confidential, Denver, CO

Service Now Developer

Responsibilities:

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now Tool Maintain business services and configuration item relationships in Service-Now tool.
• Develop and manage application code, user interface, and third-party integration components.
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Performs migration activities (Dev to QA, QA to Prod).
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Created UI pages, UI macros to display some assigned tickets info to the managers.
• Integrated Orion system to Service-Now using Email Integration.
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
• Coordinates installation of Service Now upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.

Environment: Service Now, ITIL, JavaScript, Jellybeans, Web Services, XML, DHTML, JQuery and JSON.

Confidential, Richardson, TX

ServiceNow Developer

Responsibilities:

• Developed and managed application code, user interface, and third-party integration components in all stages of the CMDB development projects (i.e. definition, development, deployment).
• Implemented Project and Portfolio management (PPM) coupled with Timecards and Financial management.
• 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 with the Data Architect and the DBA in ensuring that enterprise architecture standards and policies are met Participated in design, code and test reviews cycles.
• Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters Build web content on ServiceNow Platform.
• Provided detailed architecture analysis and design, and direction on the development activities.
• Performed ServiceNow implementation tasks including but not limited to: configuration, integration, custom programming.
• Developed and documented best practice approaches and reusable assets.
• 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 (SDLC):Analysis, Design, Coding, Testing, Training, and Operational Support.
• Used SCRUM/Agile development methodology.
• Worked on common web-technologies including HTML, CSS, JavaScript and Jelly.

Environment: Java Script, JSON, jQuery, Prototype, WebServices, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations.

Confidential, Malvern, PA

ServiceNow Developer

Responsibilities:

• Involved in Servicenow. Development, Customization and Administration.
• Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management and Email Notifications.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify and publish service catalog workflows with approvals.
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch/ release management issues.
• Build reports, gauges, and home pages.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes. to customize the instance as per Business needs

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services

Confidential

Software Developer

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various Service-Now modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand. worked on CMDB from the scratch
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, implemented using UI Scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Integrating Service catalog module with “Net cool” monitoring tool using Web Services and fixing the

Environment: JavaScript, ITSM, ITIL, HTML, CSS, Business Rules.

Confidential

PL/ SQL Developer

Responsibilities:

• Developed PL/SQL Packages, Procedures and Functions for Various Extract Process run through UNIX Jobs.
• Coded PL/SQL Packages and Procedures using Bulk Binding, for all Statements, Dynamics and Cursor Variables.
• Tuned PL/SQL Packages and Procedure to manipulate large no of data using collections like nested tables and arrays.
• Tuned Large Complex Queries and Improved Performance of PL/SQL procedures.
• Created Schema Objects like Tables, Views, Materialized views, Sequences, Constraints, and Indexes.
• Developed and Deployed Traders Oracle REPORTS in Oracle Application Server 9i.
• Generated Oracle FORMS and REPORTS using Designer 6i.
• Designed and Developed Reports using Oracle Discoverer 9i.
• Improved Performance of Discoverer Reports using Materialized views.
• Experience in developing logical and physical database design, data modeling using Erwin.
• Provided Productions supports and ongoing user supports for the application.
• Designed Development Documentation and Support Documentations.

Environment: Oracle10g, Oracle FORMS/ REPORTS (10g), Designer10g, TOAD, Oracle Application Server 9i and UNIX.