SUMMARY

• Over 7 years of experience in IT industry with over 3+ years IT Service Management (ITSM) including design, development, testing and implementation of the projects.
• Hands on experience on various ServiceNow Modules like Service Catalog, Incident, Problem Change Management, SCRUM, Configuration Management Database, Asset, Knowledge, Release, Content Management, Reporting and Integration with Web Services.
• Working experience of various phases of SDLC such as Planning, Requirement Analysis, Design, Development, Testing Go - live and Support.
• Worked in Traditional life cycles as well as in Agile methodologies.
• Understanding of IT ServiceManagement (ITSM) and the ITIL business process maintain service level agreement (SLA) and monitor an SLA workflow.
• Accumulated requirements from stakeholders at different stages to influence ServiceNow within organization on end client self-enablement portal using Content Management System (CMS).
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow
• Extensively worked on Configuration and maintenance of UI Policies, Client Scripts, Business Rule, UI Action and Script Includes by using Glide Form, Glide System and Glide Record objects used by several other important objects.
• Facilitating rollout of new applications and modules.
• Extensive knowledge of Front End Technologies:, HTML, CSS, JavaScript, JQuery, AngularJS, XML, XSL and XSLT
• Created UI pages to use them inServiceCatalog, designed buttons & context menus both in form and lists using UI actions.
• Immense knowledge on concepts like LDAP, SSO, MID Servers.
• Designed and developed workflows for Service Requests, Incident, Problem and Change Management.
• Imported data from various Data Sources using Import Sets and Transform Maps.
• Experience in handling large number of data import and data export in ServiceNow.
• Designed and implementedServiceNow Integration solution with Emails, SMS and Alerts.
• Worked on Creating Various Reports, Gauges, Dashboards and Home Pages.
• Updated & maintained a comprehensive testing protocol forService instance upgrades with the purpose of certifying all applications for use after the upgrade completes.
• Communicated with the external web service using SOAP Messages and REST.
• Configured new Approval Process, Assets, and Configurable Items.
• Defined & configured DISCOVERY schedules, worked on DISCOVERY, set up mid servers and check for the connectivity.
• Excellent knowledge on Code Migration between variousService-Now environments using Update Sets.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.

TECHNICAL SKILLS

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

Databases: Oracle 10g, SQL Server 2005

Languages: C, C++, Java, J2EE, JavaScript, Agular-Js, Boot Strap, HTML, CSS, Ajax, and XML.

ITSM Tools: Service Now, ITSM SUTE, HP Server Manager, HP Asset Manager

Application Development Tools: Service- now (ITSM tool & ITIL), TOAD 9.7/9.0, SQL

Application Servers: IIS 5.0, Apache, Tomcat, WebLogic

Protocols: HTTP, HTTPS, FTP, FTPS, SFTP, SOAP.

Operating Systems: Windows7, Windows 2008/xp, LINUX, UNIX.

PROFESSIONAL EXPERIENCE

Sr. Service Now Developer

Confidential - San Diego, CA

Responsibilities:

• Worked closely with business analysis, project managers and process owners to develop solutions and can translate business requirements into technical specifications.
• Involved in gathering the requirements from the Business Team and creation of technical Task Documents to develop workflow, implement the workflows in Service Applications and administer the tools.
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.
• Experienced in the analysis, development and automation of various ITSM processes, including Incident Management, Change Management, Asset Management, Service Request and Configuration.
• Involved in developing workflow customizations, and performing quality assurance testing and user acceptance testing.
• Worked on loading the data into ServiceNow using import sets.
• Setting up Configuration Management, defining the CI classes and their relationships.
• Experience in the development and customization of Service Catalog Items and Workflows.
• Wrote complex transform scripts in transforming the data into the SNOW database.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also Workflow has been created to support the Approval workflow and task assignment.
• Experienced in SDLC, deploying new applications/modules and controlled code migration from non-production to production environment and Used JDBC and ODBC of Data Sources for setting up the configuration database in Service now.
• Mentoring the on-site team if they need any support for Java scripting and Responsible for administering the Service-now Instances and Clone Scheduling Process.
• Developed Complex workflows in the Service Catalog for interaction with Third Party Source.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Implementing End-End Service Catalog items for the existing business processes.
• Worked in Incident, Change and Problem enhancements and Co-coordinating with the UAT team for any improvements.
• Designed many email templates by using html and java scripting and used them in notifications.
• Worked with windows team, network team and Asset team in order, check for the data collected through discovery is accurate.
• Written script includes and invoked them in business rules and client scripts imported many CIs 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.

Environment: Java Script, JQuery, Web services, SOAP, XML, HTML, AJAX, Integrations, Glide Script, ITIL V3, SCRUM.

Service Now Developer/Admin

Confidential - Dallas, TX

Responsibilities:

• Participated in Service-Now Quick start Implementation process and worked with the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Involved in LDAP Active Directory Integration, Users are populated into the system using LDAP integration and worked closely with Service-Now team and Infrastructure team to facilitate this integration.
• Developed lot of client Scripts, UI Policies, Script Includes, Business Rules across the application as per the requirement.
• Implemented CMDB for the mission critical applications.
• Worked on enhancement of change workflows.
• Created record producer application for some teams as a special requirement.
• Administered HI Service-Now account for scheduling cloning and applying patches for the Service-Now instances.
• Migration of development changes is being done using update sets.
• Responsible for regular administration of the instances and making sure that everything is in sync between all the instances.
• Developed Codes that are required for custom modifications and stimulated changes essential.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Worked on internal portal for accessing all the business services by using ServiceNow Content Management Application.
• Extensive experience in Business process analysis, requirement analysis, Use-Case analysis within Service Desk (Incident and Problem management), Change management, Change Management, Asset Management, Service Level Management and Service Request Management.

Environment: Service-Now, CSS, Java Script, Angular-Js, HTML, Web Services, Service Catalog, Knowledge, Reporting and CMDB.

Service Now Developer/Admin

Confidential - Idaho

Responsibilities:

• Performed Requirement Gathering & Analysis - Understanding the requirements of the client.
• Requirement gathering for the New Server Procurement catalog item (it was later moved into phase 2 for implementation)
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Developed documentation as needed (e.g. Technical design, developer notes, etc.)
• Integrated Service Now with external SOAP based Web Services
• Performed core configuration tasks including UI policies, business rules and client scripts.
• Managed users, groups and roles in ServiceNow.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Performed migration activities (Dev to QA, QA to Prod) using Update-Sets.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigated performance issues, learn troubleshooting tools, and use system logs to find issues.
• Coordinated installation of Service Now upgrades
• Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Developed and improves user systems, procedures, and prepared systems documentation.
• Established and maintained effective communications with customers, other technology specialists, and vendors about services.
• Worked to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: Service Now, JavaScript, HTML, Windows7

UI Developer

Confidential

Responsibilities:

• Designed Front-end Applications using HTML, CSS, AJAX, XML, JQuery and JavaScript.
• Responsible for creating the screens with table-less design meetings W3C standards.
• Worked with next-generation technologies like AJAX and JQuery to enable more efficient development and Involved in extensive HTML coding.
• Applied industry best practices and standards when project requirements were lagging.
• Participate in stand-up meetings, planning and design sessions and other business-development working.
• Elegant implementation of page designs in standards-compliant HTML and CSS based page layouts.
• Designing and implementing different validation control on the webpages using JavaScript, AJAX, and JQuery.
• Responsible to track different versions of files using VSS and Used bootstrap to get the best and most efficient results.
• Worked with the QA team to fix the bugs, test the load, and performance checking.
• Effectively embedded whole Invoice Module utilizing Oracle Business Intelligence (BI). Under the direction of an Oracle Consultant effectively implemented JAVA executable code to create invoices and consequently send it to the respective client.
• Successfully developed unique custom opcodes for Balance Inquiry and Balance Transfer with zero errors.
• Improved the Functionality of default Invoicing Opcodes to enhance and upgrade the general Invoicing procedure of Oracle product:
• Billing and Revenue Management (BRM). Highly included in making updates to the present website and simultaneously taking care of different projects.
• Involved in coding pages with best Search Engine Optimization (SEO) procedures.

Environment: HTML, CSS, JavaScript, JQuery, AJAX, Responsive design, Usability Testing, Agile methodology, Eclipse, Oracle.

Jr UI Developer

Confidential

Responsibilities:

• Analyzed, Designed and developed the system to meet the requirements of business users and dealing with UX team to continuously accommodate changing user requirements
• Responsible for translating designs and concepts into highly usable and engaging web applications using a variety of technologies Implemented presentation tier using HTML, CSS by utilizing the mock-ups that were created by the design team.
• Converted business requirements into technical requirements in preparation of High level design Document and Functional specifications.
• Developed screen functionality using HTML, CSS, JavaScript across entire application that controls color, Layout, width, height, font size, images size and accomplished other graphic related features.
• Used AJAX for implementing part of the functionality for Customer Registration, View Customer information modules.
• Developed UI using JavaScript, HTML, CSS, JavaScript validations and XML.
• Created both client and server side validations.
• Written CSS to provide a table free layout of the user interface screen.
• Used MS Visio, Dreamweaver and Photoshop tools for web application development.
• Developed front-end UI pages and necessary backend classes to support data access and user

Environment: HTML, CSS, JavaScript, JAVA, J2EE.