SUMMARY

• Qualified IT Professional with 7 years of experience with 3 years of experience in Oracle PL/SQL Developer and 4 years of experience as a ServiceNow Developer and Administrator with extensive experience on Technical implementation of various ServiceNow modules.
• Sound functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large - scale ServiceNow implementations.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customer/Client.
• Leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Strong hands-on experience and intense knowledge of ITIL processes such as Change management, Incident management, Problem Management, SLA/OLA configuration, Service Request Management, and Service Catalog maintenance.
• Experience in configuration of Import Sets, Transform map and Data Sources
• Expertise in writing, debugging, and optimizing the performance of client scripts, catalog client scripts and UI Policies.
• Sound Knowledge in using Glide Scripting for creating UI Actions and business rules.
• Experience in the creation and modification of Workflows according to new business requirements.
• Proficient in designing and developing Service Catalog using best practices in development.
• Followed best practices of ServiceNow 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 items etc.
• Experience in writing custom JavaScript code to enhance functionality in ServiceNow to support new business requirements.
• Hands on experience in web development using HTML, JavaScript and CSS and used for creation and customization of User Interfaces.
• Experiencein generating various reports providing information on Changes scheduled, unauthorized changes implemented, Changes causing incidents etc.
• Experience working in ServiceNow versions Dublin, Eureka, Fuji, Geneva.
• Strong technical understanding of numerous technologies and domains including service management tools and systems and quality assurance in various programming environments.
• Strong analytical, presentation, and problem-solving skills with emphasis on individual and team effort.

TECHNICAL SKILLS

Ticketing tool: ServiceNow (Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access management), Manage now, Share point

Programming Skills: C, C++, Oracle and Java, Core java

ETL Tools: Informatica 8.0.1

RDBMS: Oracle9i/8i, SQL server 2008/2005/2002 , DB2

IDEs: Eclipse

Frameworks: Hibernate, Spring MVC

Operating Systems: Windows XP,MAC OS

Microsoft Tools: MS Office (Excel, Word, Visio PowerPoint).

Scripting Technologies: HTML,DHTML,JavaScript

PROFESSIONAL EXPERIENCE

Confidential, NJ

ServiceNow Developer

Responsibilities:

• Extensively involved in development of moderately complex ServiceNow applications and reports.
• Customized UI Appearance for Problem and Change Management Application, which is simple, intuitive and easy to use.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes. to customize the instance as per Business needs
• Ensured the configuration and customization to ServiceNow - adhere to the goals/strategy determined by the SN Architect and SN Product Owner.
• Responsible for access control, security, minor enhancements such as form or workflow editing.
• Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
• Providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Responsible for on-going enhancement and maintenance of the ServiceNow platform.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by Java script
• Used scripting tools and ServiceNow functionality to create script to automate rote tasks being done in ServiceNow.
• Designed systems and programs to meet complex business needs.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.
• Developed operational requirements documentation and train operational staff to maintain solution
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within ServiceNow such as our users, service catalog items.
• Worked with client and management to resolve issues and validate programming requirements within their areas of responsibility.
• Provides technical advice on complex programming.
• Developed test plans to verify logic of new or modified programs.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Environment: ServiceNow, JavaScript, jQuery, Jelly, BMC Remedy, HTML, XML, CSS, Windows.

Confidential, Tampa, FL

ServiceNow Developer /Admin

Responsibilities:

• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, Access Lists etc.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Working on the Systems Requirement Specification (SRS) including problem analysis and system definition models
• Service Catalog and Request Workflow Design and Configuration
• Worked on customizing user interface including forms, lists and created record producers for incident and change management.
• Worked on PPM project management and demand management.
• Worked on Vendor performance management for evaluate and assigned roles to users.
• Involved in creating scorecards from Service Now CMDB.
• Worked on Content Management System for different vendors using ServiceNow instance of Confidential .
• Worked on the Domain Separation to achieve different requirements.
• Worked on Report, dashboard designing.
• Customized and created workflows for change management, Configuration Management, knowledge management and for service catalog items.
• Worked with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, XML, and HTML.

Confidential, San Rafael, CA

ServiceNow Developer

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Handle the tasks of providing guidance to engineering staff on methods, procedures and requirements for entering Configuration items into the CMDB
• Was involved in CreateNow to manage the entire lifecycle of an application from creation to deployment.
• Was involved with out of box functionalities with problem management and workflow approvals.
• Experience with orchestration to automate simple or complex multi-system tasks on remote servers.
• Experience with JDBC to write a single database application that can run on different platforms and interact with different relational database management systems (DBMSs).
• Experience with Web Services integrations and with web services via APIs and worked on Active Directory, LDAP, JAVASCRIPT, AJAX, CSS, XML, HTML and UNIX
• Good working knowledge of the technologies web applications, networks, protocols and email (SMTP, POP3).
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations, SLA reports.
• Also had experience as VMware Systems Administrator, Network Administrator, Storage Administrator, and Windows Administrator.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow).
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.

Environment: Calgary Release of Service Now tool(incident, Problem, service catalog), HTTP, FTPS, Manage now, Infoweb, Service now ITSM tool, Java scripts, Jelly Script, REST, Workflows and HP quality center, SDLC, HP ALM.

Confidential, Las Vegas, NV

Sr.PL/SQL Developer

Responsibilities:

• Designed and developed complex procedures to handle errors and exceptions at both application and database level using PL/SQL and shell scripts
• Conducted code review to ensure development standards
• Used export and import utilities for logical backups.
• Analyzed and discussed the business requirements with the business owners and business analysts.
• Optimized and modified the triggers, complex store functions, procedures.
• Wrote test scripts for testers to test the system before it goes to production
• Maintained user accounts.
• Grant the necessary system and object privileges to the respective users and roles
• Reorganized existing automated reporting scripting system to increase performance and reliability.
• Write technical design documents for conversions, extensions, interfaces, and reports
• Troubleshoot issues, including creation/follow-up of Oracle service requests (SRs).
• Conduct quality reviews of code developed by other development staff.
• Technical support to other team members.
• Issued own internal monthly technical bulletin.

Environment: Oracle 11g, PL/SQL, HTML, SQL, TOAD, UNIX

Confidential, NY

Oracle PL/SQL Developer

Responsibilities:

• Generated server side PL/SQLscripts for data manipulation and validation and materialized views for remote instances.
• Performed Performance tuning for SQL Queries and the system.
• Created PL/SQLstored procedures to perform ETL operations.
• Created various database objects like Views, Tables, Sequences, Packages and Procedures.
• Extensively involved in using hints to direct the optimizer to choose an optimum query execution plan.
• Used Bulk Collections for better performance and easy retrieval of data, by reducing context switching between SQL and PL/SQLengines.
• Created records, tables, collections (nested tables and arrays) for improving Query performance by reducing context switching.
• Handled errors using Exception Handling extensively for the ease of debugging and displaying the error messages in the application.
• Used PL/SQLprofiler to debug the performance of procedures and identify the bottlenecks.
• Used explain plan for slow running queries and made necessary changes to code to expedite the query execution.

Environment: Oracle 11g, SQL* Plus, TOAD for oracle, SQL *Loader, SQL Developer Shell Scripts, UNIX, Windows XP, Microsoft Visio 2007, Data modeler, TOAD Datapoint.

Confidential

Oracle Developer/Analyst

Responsibilities:

• Involved in full development cycle of Planning, Analysis, Design, Development, Testing and Implementation.
• Designed logical and physical data models for star and snowflake schemas using Erwin.
• Wrote sequences for automatic generation of unique keys to support primary and foreign key constraints in data conversions.
• Created and modified SQL*Plus, PL/SQL and SQL*Loader scripts for data conversions.
• Upgraded Oracle 9i to 10g software in different environments for latest features and also tested databases.
• Developed and modified triggers, packages, functions and stored procedures for data conversions and PL/SQL procedures to create database objects dynamically based on user inputs.
• Wrote SQL PL/SQL, SQL*Plus programs required to retrieve data using cursors and exception handling.
• Designed Data Modeling, Design Specifications and to analyze Dependencies.
• Creating indexes on tables to improve the performance by eliminating the full table scans and views for hiding the actual tables and to eliminate the complexity of the large queries.
• Fine-tuned procedures/SQLqueries for maximum efficiency in various databases using Oracle Hints, for Rule based optimization.
• Used Discoverer 2000to provide end users easy access to data and help in data analysis.
• Created some Custom reports and Forms for the end users to check the details and errors.

Environment: Oracle 10g, SQL*Plus, PL/SQL, Erwin, Oracle Designer 2000, Windows 2000