Objective

• Experienced technical professional with Eight years of technical solution delivery experience, with a specialty in IT Service Management process and technical enablement.
• Proficient in Information Technology Software Development Life Cycle (SDLC)methodology.

SUMMARY

• Created Knowledge in understanding of Information Technology Software Development Life Cycle (SDLC)methodology, project management principles and providing end - to-end ITSM solutions using Service Now.
• Highly accomplished and focused consultant with broad experience in providing solutions over Service Now Architecture and familiar with Other ITSM applications.
• Strong experience in different Service Now modules such as Infrastructure management, Incident management, Change management, Integrations and Notifications.
• Expertise in debugging and optimizing the performance of Client Scripts, Catalog Client Scripts, UI .scripts and UI Policies.
• Created knowledge of ITIL processes such as Change, Incident management, Problem Management, SLA/OLA and Service Request Management.
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs.
• Good knowledge in creating new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
• Create, monitor, modify, and publish servicecatalog workflows with approvals.
• Experience in configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Functional knowledge with the working and the flow of different modules.
• Capable of suggesting best possible solution for any customer requirement or defect.
• Experience in Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Experience in Writing Technical Design Document and converting Functional Specs to Technical Specs.
• Demonstrated Business focus by supporting sales, driving in Key Business Initiatives, heading Capability & Competency center for ITSM, mentoring fellow colleagues. Designing processes for Business / IT areas.
• Automated several processes using Service Now Orchestration.
• Technical understanding across technologies and domains including service management, tools, systems, quality assurance in various programming environments.
• Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Expertise in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Knowledge in using Glide Scripting for creating UI Action and business rules
• Followed best practices of Service Now in developing and customizing Business Rules, Scripting (Includes UI Policies, Catalog Client Scripts and Client Scripts), Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc.
• Hands on experience in end-to-end asset management which includes both enterprise and end-user assets.
• Expert in writing custom JavaScript code to enhance the Service-Now functionalities to support the new business needs.
• Experience in generating various reports providing information on Changes scheduled, unauthorized changes implemented, Changes causing incidents etc.
• Strong analytic and presentation skills and problem-solving techniques with emphasis on individual and team effort.
• An effective communicator with excellent relationship building & interpersonal skills. Strong problem solving & organizational abilities. Good in leading, mentoring, coaching, and motivating team to deliver the best result.

TECHNICAL SKILLS

Programming Languages: Core Java, J2EE, C/C++

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

Languages: C,SQL, Java, XML, JavaScript, Ajax, HTML, CCSS

Databases: Mysql5.0.1, DB2, Oracle11g, Microsoft SQL Server 2005

Networking: LDAP, SSO, ITIL, Putty, WinScp, WebServices

Application Tools: Netbeans6.9.1, Dreamweaver CS4, SqlYog, Service-Now (ITSM Tool), Manage Engine (ITSM Tool)

PROFESSIONAL EXPERIENCE

Confidential, OH

Service Now Analyst/Developer

Responsibilities:

• Overall Eight years of professional IT experience and Five years of experience as aService-Nowdeveloper and administrator.
• Three Years of extensive experience in Software requirement analysis, design, development, deployment and production support of complex high performance applications.
• Involved in gathering requirements from Client.
• Demonstrated project management skills and experience working directly with customers and clients.
• Documented the requirements related to Service Now.
• Involved in giving demos on Service Now.
• Looked into existing reports and defined new business requirements and automated reports configurations.
• Interacting with Customers, Business, IT teams, identifying problem areas, documenting them.
• Conducted several JAD Sessions.
• Designing the solution to implement the requirements by working closely with Architects.
• Developed the Workflow required for the creation of Knowledge article from submit to Approvals & process design for Incident and Problem management.
• Estimated the Project time lines and worked with Project Manager in estimating time lines.
• Conducted Scrum meetings regarding Service Now Project.
• Provided Solutions to clear Backlog after attending Scrum meetings.
• Developed new user interface for Help Desk Team.
• Imported Data into Service Now and performed Transformation using maps.
• Integrated LDAP with Service Now Application to enhance application security.
• Scheduled, Configured reports and developed custom charts.
• Developed and modified Business rules, UI Actions.
• Completed the Customer Survey Implementation.
• Modified and developed work flows and work flow scripts.
• Worked on Integrating with external applications and automated processes using ServiceNow Orchestration.
• Used Web Services to interact from Service Now to External applications.
• Developed Knowledge Management module with separate interface and workflow for finance related knowledge articles and IT related articles.
• Developed Release management module
• Developed Change management module with features such as Freeze window, Scheduled Maintenance window.
• Prepared Test cases, Test Plans, Test Strategy for all testing of new modules and migration.
• Conducted User Acceptance Testing with end-users, stakeholders etc
• Involved in preparing User manuals and Standard Operating Procedures.

Environment: Html, CSS, JavaScript, Glide Script, ServiceNow.

Confidential, Austin, TX

Sr. Service Now Consultant

Responsibilities:

• Created and Customized Business Rules,Client Scripts, Script Includes,UI Policies, UI Actions.
• Wrote complex script includes and workflow scripts to drive the approval and assignment logic.
• Wrote complex Access Control records to control access to sensitive data.
• Created complex work-flows to automate the business processes.
• Built SLA's.
• Created custom related lists.
• Worked with forms and views.
• Created macros to provide customized information on the forms.
• Created Custom Classes in CMDB.
• Created Bulk Upload facility to import external data to the system using import sets.
• Created scheduled reports.
• Worked with Glide scripting.
• Creation and customization of the UI pages.
• Moved the update sets from one instance to other.
• Consultation, Implementation, design and development.
• Working in different modules such as Incident, Problem, Change management knowledge, catalog services and core platform.
• Working with UI pages, workflow and Core Configuration.
• Working with web services, inbound email action and different interfaces.
• Working with release management, supporting releases and providing quick fix.
• Handling L2 incident.
• Familiar with the working and the flow of different modules.
• Capable of suggesting best possible solution for any customer requirement or defect.
• Appreciated for suggesting and successfully implementing overall performance changes.

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services

Confidential, Columbus, OH

Service Now Consultant

Responsibilities:

• IT Service Management applications development on Service-Now platform to automate the day-to-day corporate business processes.
• As per the best practices of Service Now, developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.
• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
• Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
• Development and design of Self Service Portal
• Developed several client side scripting, catalog scripts, UI scripts, server side scripting based on business rules.
• Creating custom Tables, Fields and configuring Access Controls over them.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Development/Integration of Web services for B2B communication for Change Management using inbound and outbound actions with script Includes and Sonic for the synchronization between third party and the Service Now Change application by processing XML Tags containing the full information of the record
• Gathered requirements for SLA and configured in Service Now.
• Migration from BMC remedy to ServiceNow.
• Developed notifications to send communication to other systems
• Developed a stand-alone functionality called “Copy Change”
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Worked on Macros and formatters.
• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads
• Configuring Integration Web Services with Third Party application by using SOAP Web service.
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Deployment checklist and test case document preparation.
• Incorporating the coding standards and best practices in the implementation.
• Deploying the developed code to Stage/QA/Production instances using Update Sets.
• Providing support during the UAT process and post production deployment.
• Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs.
• Creating workflows to handle the status flow once the request is received from an external tool.
• Key contributor in Service Integration ITSM Tools team including configuring ITSM tools to engage effectively over the Service Integration Layer, building Web Services for different technologies and providing support for demos to internal stake holders as well as client stake holders.
• Analyzing the workflows so that the existing interfaces and the OOTB functionalities were not disturbed to meet client requirement with successful outcome.
• Full responsibilities of Install DB, ARS, ITSM Suite in Production and Development Servers
• Assist in client demo activities
• Have done packaging of all the requirements and deployed the CR’s on the QA and Production server.
• Create technical specification documentation after all the work has been done.

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services.

Confidential

UI Developer

Responsibilities:

• Designed and developed Web pages using HTML, CSS and XML.
• Developed data insertion forms and validated them using JavaScript.
• Validated input values to make sure that they will be accepted before they are submitted to the server.
• Used JavaScript and XML to update a portion of a web page thus reducing bandwidth usage and load time and add modal dialog in web pages to get user input and requests.
• Coded JavaScript for page functionality and Pop up Screens.
• Drove multiple component design sessions parallel, creating design artifacts accordingly.
• Utilized new software methodologies to be able to adapt to changes in requirements quickly.
• Ensured that all components of the application are platform and browser compatible.

Environment: HTML, CSS, JavaScript, XML, j-Query, Usability Testing, Agile methodology.