SUMMARY

• Have around 7 years of experience in IT industry with experience in various IT implementation frameworks
• Over 4+ years of experience in ITSM frameworks, Service Now Development and Administration, BMC Remedy, HP Service Desk
• Functional knowledge and implementation experience of ITSM frameworks
• Experience of working in over 4 projects from scratch to end
• Over 4+ years of web application development using Java, JSP, Spring, Hibernate and WebServices
• Excellent experience with web development Java Script, JQuery, HTML, CSS, AJAX, JSON, SQL, PL/SQL
• Strong implementation and Administration experience in Service Now, HP Service Manager /Service Center BMC Remedy, IBM Service Desk and IT Automation.
• Experience in development of web applications Java, J2EE, Spring, Hibernate and WebServices (SOAP and REST based)
• Strong experience in working on the ITIL Process configuration like Incident and Problem Management, Knowledge Management, Reporting, Gauges in Service Now
• Hands on experience in creating the custom Applications, Modules in ServiceNow
• Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scriptsin Service Now
• Experience in configuring the SLAs for various ITIL processes as per the client requirements
• Experience in migrating between various environments in Service Now using Update Sets
• Experience in loading data into ServiceNow using Import Sets
• Experience on working with CMDB and Discovery tool
• Experience in configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow
• Experience in designing, configuring and customization of forms for various ITIL processes
• Experience in configuring email notifications in ServiceNow, UI Pages, UI Macro, Scheduled Jobs, Script Includes, Events
• Experience in working with Access Controls, Workflow, User Administration in ServiceNow
• Experience in creating reports in ServiceNow and schedule the report generation in ServiceNow
• Experience in cloning between various environments in ServiceNow
• Experience in integrating ServiceNow with
• Dyna Trace and Tally
• BMC Remedy
• External WebServices and LDAP Server
• Experience with Windows Active Directory automation using ServiceNow Orchestration
• Excellent experience in ServiceNow Administration and Production support.
• Experience in Object Oriented Design and Analysis and Java web application development
• Experience in data modelling, database design, SQL and PL/SQL Programming
• Strong knowledge in all phases of Software Development Life Cycle (SDLC) for enterprise applications
• Strong experience in working in various software development practices like Waterfall, Agile.
• Excellent experience with web development technologies Java Script, JQuery, HTML, CSS, AJAX, JSON
• Experience in requirements gathering, technical design documents, process implementation, testing and interaction with the direct clients and stake holders.

TECHNICAL SKILLS

ITSM Tools: Service - Now, ITSM Suite, HP Service Manager, HP Asset Manager

Programming Languages: Java, C, C#, HTML, XML, JavaScript, SQL

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

Scripting Libraries: JQuery, Java Script, Apache Jelly, Angular, Knockout

Databases: SQL Server 2012, Oracle 11g

Web Technologies: HTML 5, CSS, ASP.NET, Web Services, WCF, MVC, REST Web API

Application Servers: IIS 6, Apache Tomcat, Web logic

PROFESSIONAL EXPERIENCE

Confidential - San Francisco, CA

ServiceNow Developer/Admin

Responsibilities:

• Involved in requirement gathering sessions and creation of functional and technical design documents as per the requirements
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/ Macros.
• Worked on specification documents in the SharePoint
• Involved in creation of ServiceNow applications, modules, and tables as per requirements
• Involved in Human Resources department where we can identify standard sets of tasks. Workflow automatically provides request to access based on the department, location, and position.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Project Management
• Involved in creation and configuration of business rules, client scripts as per the required functionality
• Involved in setting up the SLA as per the requirements
• Worked on integrating ServiceNow with external SOAP and REST based web services
• Involved in integrating ServiceNow with BMC remedy
• Involved in writing a lot of scripts to achieve the business functionality
• Loaded Catalog Items into Service Now from BMC Remedy
• Worked on configuring, customization of Project management as per the requirements
• Involved in creation of reports, dashboards in ServiceNow
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Worked on integrating ServiceNow with other internal systems for obtaining the order information
• Involved in LDAP integration with ServiceNow for obtaining users and groups
• Created Record Producers, Order Guides, Catalog Client Scripts, Work flows, Script Includes
• Involved in loading of data into CMDB using discovery file imports
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Manage ITIL Processes monitoring overall system performance using the system performance and System Diagnostic dashboards, Integrating ServiceNow with other system and customization.
• Involved in reconciliation of complicated workflows to simpler form.
• Worked in the Eureka ServiceNow version and migrated to the Dublin version
• Involved in creating the ITSM monthly reports and the company’s internal reports with ServiceNow
• Used the JIRA tool for bug tracking and involved in the bug triaging meetings
• Worked in the Agile framework with 3 week sprint cycle
• Involved in various upgrade and migration activities.
• Created ServiceNow artefacts in compliance with corporate AGILE Policies and guidelines.

Environment: ServiceNow, JavaScript, Jelly script, web services, HTML 5,Windows 7, JIRA, Rally

Confidential - West Lake, TX

ServiceNow Developer/Admin

Responsibilities:

• Involved in requirement gathering sessions with the client and created the specification documents (technical and functional) as per the requirements
• Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.
• Involved in customizing the form design and layout for Incident, Problem and Change Management
• Involved in configuring the Business Rules, Client Scripts, UI Policies, Access Lists in ServiceNow
• Created the new Applications and Modules, custom tables in ServiceNow
• Involved in migration between various environments in ServiceNow using Update Sets and Import Sets
• Involved in setting up the SLAs as per the requirements
• Created various workflows for Incident, Problem, and Change Management Service Requests.
• Extensively used the Glide Record for server side scripting (in business rules)
• Created Buttons and context menus both on form and lists using UI actions
• Designed email templates by using html and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team to verify the data collected via DISCOVERY
• Wrote script includes and invoked them in business rules and client scripts
• Imported Configuration Items(CI) from third party applications using import set tables
• Created data sources and loaded the ServiceNow tables with different data formats
• Involved in creating the adhoc reports in ServiceNow
• Users are populated into the system using LDAP integration and worked closely with Service-Now team andInfrastructure team to facilitate this integration.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Involved in integration of ServiceNow with Oracle SOA WebServices
• Involved in Service Catalog and Request Workflow Design and Configuration
• Involved in loading of data into CMDB using discovery and file imports
• Worked on DISCOVERY and set up mid servers and check for the connectivity
• Worked on the Calgary and Dublin Versions of ServiceNow
• Scheduling cloning and migration of data from instances with ServiceNow
• Contribute to technical discussions, and be involved in the decision making process with other senior engineers to resolve product issues

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

Confidential - Boston, MA

ServiceNow Developer

Responsibilities:

• Great comprehension of client necessities and current methodology keeping in mind the end goal to enhance framework abilities, robotize process work processes and location planning confinements all through the advancement and conveyance of the ServiceNow guide
• Worked on customizing Incident, Problem and Change management screens using Client Scripts, UI Policies, UI Actions and Business Rules.
• Involved in customizing the form design and layout for Incident, Problem and Change Management
• Involved in configuring the Business Rules, Client Scripts, UI Policies, Access Lists in ServiceNow
• Created the new Applications and Modules, custom tables in ServiceNow
• Involved in migration between various environments in ServiceNow using Update Sets and Import Sets
• Involved in setting up the SLAs as per the requirements
• Created various workflows for Incident, Problem, and Change Management Service Requests.
• Extensively used the Glide Record for server side scripting (in business rules)
• Created Buttons and context menus both on form and lists using UI actions
• Designed email templates by using html and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team to verify the data collected via DISCOVERY
• Wrote script includes and invoked them in business rules and client scripts
• Imported Configuration Items(CI) from third party applications using import set tables
• Created data sources and loaded the ServiceNow tables with different data formats
• Users are populated into the system using LDAP integration and worked closely with Service-Now team andInfrastructure team to facilitate this integration.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Involved in integration of ServiceNow with Oracle SOA WebServices
• Involved in Service Catalog and Request Workflow Design and Configuration
• Involved in loading of data into CMDB using discovery and file imports
• Worked on DISCOVERY and set up mid servers and check for the connectivity
• Worked on the Calgary and Dublin Versions of ServiceNow
• Scheduling cloning and migration of data from instances with ServiceNow
• Created experiments for functional and relapse testing.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7\

Confidential - New York, NY

ServiceNow Developer

Responsibilities:

• Actively involved in End User Portal design, and also the ongoing support and maintenance using CMS application Service Now.
• Discussed 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.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Responsible for the Service Nowtool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Created many scripts which including Business rules (server side code) and Client Scripts.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Involved in CMS page layout design, by using the HTML DIV based layout, drop zone creation along with JQUERY and CSS
• 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.
• Created generalized framework for repeating problems and incidents.
• Design and Implementation of service requests through service catalogue in service now.

Confidential - Jackson, MI

ServiceNow Developer

Responsibilities:

• Gathered the requirements and provided design for the catalog item implementation of two services: Tech Refresh and New Software request.
• Analyzing the existing request items on SharePoint and Migrating them to Service-Now
• Requirement gathering for the New Server Procurementcatalog 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 ServiceNow with external SOAP based WebServices
• Responsible for defining a new IT organization structure to support redefined IT Service Management strategy.
• Performed core configuration tasks including UI policies, business rules and client scripts.
• Managed users, groups and roles in ServiceNow.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• 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.
• Responsible for administering the Service-Now Instances and Clone Scheduling Process.
• 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 5, Windows7

Confidential

Java Developer

Responsibilities:

• Object Oriented Analysis and Design for the system from use case and requirement documents using UML, Rational Rose.
• Developed UI, presentation layer using HTML, JavaScript, AJAX Tools and Java server pages in Struts Framework.
• Involved in designing system architecture and identifying proper patterns and framework for the system.
• Participated in analysis activities, software design and design reviews with Sun Microsystems.
• Communicated with Business Owners to finalize Use Cases, Design documents and System Architecture documents.
• Implemented Web Services using SOAP protocol, UDDI, WSDL and Service oriented Architecture (SOA) Concept.
• Involved in development of JSON database for dynamic menu management using DHTML, JQUERY, and JavaScript.
• Designed EJB components using EJB design patterns. Used J2EE Design Patterns such as Session Facade, Business delegate, Factory, Request Helper, Command, Singleton, Value Objects and Data Access Object.
• Designed Presentation layer using MVC, Struts framework. Designed Action classes, Action forms and controller design.
• Designed wizard based Credit application module for the application. This module is the heart of the application and was a complex one.
• Co-ordinate the user interface design with the separate group responsible for the HTML layout.
• Developed logging events by using Log4j logging frame work.