SUMMARY

• A Qualified IT Professional with 4+ years of experience with more than 3+ years of experience as aServiceNowConsultant and Strong knowledge in ITSM applications administration and tech support.
• As a Business Analyst having good knowledge in leveraging the IT Service Management framework for Incident, Problem, Change and Asset Management processes andServiceNowbest practices.
• Good Knowledge of ITIL and ITSM best practices.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience in working with ACL’s.
• Hands on experience in obtaining requirements from Business Users and Subject Matter Experts and documenting the Business Requirements.
• Functional knowledge and implementation experience of ITSM frameworks.
• Familiar with different ServiceNow releases Eureka, Fuji and Geneva, Helsinki.
• Loads, manipulates and maintains data between Service Now and other systems.
• Hands - on experience with implementing configurable SLA management and License management.
• Hands on experience in activating the Plug-in’s.
• Worked with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc. in ITIL/ITSM V3 processes.
• Good knowledge of ITOM and PPM.
• Having Extensive knowledge on SSO, LDAP and active directory Integrations.
• Configuration and customization of Help Desk, Change/Incident/Problem/Asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actionsbased on user requirements.
• Having knowledge of IOS and Android operating systems.
• Optimized applications for new iOS and Android operating systems.
• Worked with importing data from one Instance to another Instance.
• Hands on experience in creating Users, roles and User Groups.
• Managing the ServiceNow upgrades and Troubleshooting issues.
• Developed solutions using JavaScript, Ajax, Web Services REST, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Hands on experience in Java Script, Angular JS, AJAX, CSS, HTML and Bootstrap.
• Familiar withServiceNowContent Management System (CMS).
• Familiar withServiceNow Orchestration.
• Strong work experience on Relational database management systems (RDBMS) Oracle and SQL server.
• Experience with working on UNIX / LINUX, Windows Operating Systems.

TECHNICAL SKILLS

ITSM Tools: Service-Now, HP Service Manager

Languages: C, C++, HTML, XML, JavaScript, Angular JS, SQL, CSS, Bootstrap.

OS: Windows - 2008, 2003, 2000, XP, Win 7; UNIX - Linux, Solaris, IOS, Android

Databases: SQL Server, MySQL, Oracle 10G, MS Access

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

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

PROFESSIONAL EXPERIENCE

ServiceNow Developer/Admin

Confidential - Greenville, NC

Responsibilities:

• 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.
• 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.
• Implemented SLAs, ACLs, Catalog Clint Scripts, Catalog UI Policies as per the requirements.
• Worked with Verizon E-bonding Integration by modifying OOB Script Includes.
• Facilitating rollout of new applications and modules.
• Customized SDLC module to manage Software development projects.
• Service Catalog and Request Workflow Design and Configuration
• Created a portfolio to measure the progress of projects and reports for analysis using PPM
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Integrated with Active Directory using LDAP for authentication and Loaded users, groups and roles into Service Now.
• Designed many email templates by using HTML and JELLY scripting and used them in notifications.
• Having experience of ITOM (IT OPERATIONS MANAGEMENT) on BSM MAP, Discovery, Cloud provisioning and Event Management.
• 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.
• Created Buttons and context menus both on form and lists using UI ACTIONS.
• Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate.
• Managed the ServiceNow upgrades and Troubleshooting issues
• 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
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on building Third party software integrations.
• 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.

Environment: ServiceNow, AJAX, ITOM, PPM, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential - Camden, NJ

ServiceNow Developer

Responsibilities:

• Responsible for gathering the requirement from the client and preparing functional and technical specifications documents for various ServiceNow modules.
• Responsible for preparing functional and technical specifications documents for various ServiceNow modules.
• Conducted review sessions with end users, identifying their difficulties and changing the applications as per their requirements.
• Managed User Administration in ServiceNow providing the required levels of Access for the customized solutions.
• Created transform maps for importing CMDB data.
• Developed Catalog Requests and Record Producers which includes creating Variables and Variable sets, designing workflows and execution plans.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created and managed SLA definitions for deferent Service Groups.
• Performed Service catalog/Change/Incident/Service level agreement implementation.
• Created custom Notifications for Incident/Change/Catalog Request.
• Created UI Actions, UI Policies.
• Created ACL’s for tables/forms/modules and managed user/group roles.
• Conducted review meetings with business users and QA team for the design and documentation.
• Performed Import Export of data sets from Dev to other environments.
• Created custom tables, based on business needs.
• Created Inbound Email Integrations.
• Developed custom reports and scheduling the reports as per the client requirement.
• Responsible for on-going enhancement and maintenance of the ServiceNow platform.

Environment: ServiceNow, Java Script, Ajax, Record Producers, Script Include, Client Scripting, Workflows, Notifications and ACL’s

ServiceNow Developer

Confidential - NC

Responsibilities:

• 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
• Discussing the business requirements with clients and documenting them into process requests.
• Built forms from scratch along with advanced customizations at the level of UI Macros/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.
• Created many scripts which includes, Business rules (server side code) and modified OOB
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC and ODBC.
• 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.
• 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.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.

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

UI Developer

Confidential

Responsibilities:

• Responsible in implementation of the presentation layer (GUI) for the application using JSF, HTML/HTML5, XHTML, CSS/CSS3 and JavaScript.
• Developed UI using HTML5, CSS3, Bootstrap, JQuery, and JSP for interactive cross browser functionality and complex user interface.
• Designed and developed UI Search and results screens for legal Professionals and legal Organizations using JSF my Faces, JSP, JavaScript, HTML and CSS.
• Utilized Angular JS framework to bind HTML template (views) to JavaScript object (models).
• Used JavaScript for custom client-side validation.
• Implemented Angular Service calls using Angular Factory
• Used Eclipse/Notepad++ as editor for designing new pages.

Environment: HTML, JavaScript, CSS, JQuery, Bootstrap, Web Service, Eclipse IDE, Java (JSP), MS