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

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.