SUMMARY

• Almost 7 years IT knowledge with over 4+ years of good diversified experience in analysis, design, development, testing, implementation as a Developer and Administration of ServiceNow and ITIL processes.
• Direct hands on experience on various IT Services of Service - Now tool like Service Catalog Requests, Asset Management, and Configuration Management.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3.
• Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale Service Now implementations.
• Proficient in ServiceNow Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Good experience in developing workflows and in customizing the applications in Service Now using Java script, Glide AJAX, HTML and DHTML, Jelly tag.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• 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.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Experience in application development using various advanced features of Oracle like Bulk Collect, Autonomous Transactions, Dynamic SQL, and Collections.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM
• Extensive experience of integrating ServiceNow with 3rd party tools and implantation of SOAP and REST API.
• Expertise in developing both Logical Modeling and Physical Data Modeling using Erwin.
• Extensively worked on Business Objects Administration. Uploaded the reports and created users.
• 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: Service-Now, ITSM Suite, HP Service Manager, HP Asser Manager

Languages: C, C++, Java, J2EE, HTML, XML, JavaScript, SQL

Databases: Oracle 10g, SQL Server 2005

Application Servers: IIS 5.0, Apache, Tomcat, Weblogic

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

J2EE: JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS

Certifications: HP Service Manager Advanced, HP Asset Manager Essentials

PROFESSIONAL EXPERIENCE

SeviceNow Developer

Confidential, Birmingham, MI

Responsibilities:

• Designing the Content Management System for Varian system which involved CSS.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Good knowledge on Single Sign on and event based integrations.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Worked extensively on Configuration & Asset Management, Change Management and Release Management
• 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
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Analyze problems; create new solutions and new techniques.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Has been part of end user self-service portal management.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.

ServiceNow Developer/ADMIN

Confidential, Austin, TX

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances.
• Working with client and functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented.
• This includes various administration tasks within 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 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.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

ServiceNow Developer/ADMIN

Confidential, Irving, TX

Responsibilities:

• Discussing the business requirements with clients and documenting them into process requests.
• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with Knowledge of Content management
• Built forms from scratch along with advanced customizations at the level of UIMacros/UI page as per the complex requirements.
• Created a lot of clients scripts/UI policies also with a lot of high-level customizations like attaching a custom events and DOM-injection with JQuery and Prototype.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Created many scripts which includes Business rules (server side code) and also modified OOB.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Good knowledge on Single Sign on and event based integrations.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Created complex transform scripts in transforming the data into the SNOW database.
• Create generalized framework for repeating problems and incidents.
• Design and Implementation of service requests through service catalogue in service now.

Java web developer

Confidential

Responsibilities:

• Interacting with Business users, gathering and analyzing requirements and Involved in understanding the Requirements of the end Users/Business Analysts and Developed Strategies for ETL processes.
• Involved in database designing by creating database objects such as Tables, Views, and Indexes.
• And provided technical solutions in the form of MDD (Minor Development Document) for the Process Change Requests from Business.
• Using DAO patterns to interface with Database and DTOs for data transfer between the integration tier and business tier.
• Performed client side validation using Struts Validation Framework.
• Developed Struts Action Forms, Action classes and templates and performed action mapping in struts-config.xml.
• Developed DAO classes for the persistent layer.
• Used Struts framework's advanced features like Validator, DynaForm etc.
• Used Java Mail to send mails to the user when it is appropriate.
• Responsible for development of Web Services.
• Packaged and deployed the application on JBoss Application Server.