SUMMARY

• Over 8 years of IT experience working on Service - now on various modules such asIncident Management, Service Catalog, Problem Management, Change Management and CMDB.
• Good understanding and knowledge on all phases of the software development life-cycle (SDLC) and also familiar with methodologies like Waterfall, Agile/Scrum.
• Good knowledge in Business rules, Activate plugins, Manage data with tables, Import sets and Update sets, Control system access and data security, Control access to the application and its records.
• Experience in creating and maintaining Access Control Rules for securing and providing the right access to right person/role.
• Experience in working with User Management including Users, Groups, Roles.
• Migrated code between environments using Update Sets. Knowledge on Merging Update sets and Retrieving Completed Update Sets using Update Sources.
• Hands on experience on different Service Now environments starting from Eureka, Fuji, Geneva and Helsinki.
• Worked with Service Now Discovery Tool and Help the Help Desk to load Configuration Items into CMDB.
• Involved in developing custom JavaScript to enhance the Service-Now functionalities to support the new business needs.
• Working Knowledge in handling tables on CMDB and good experience on DISCOVERY & SERVICEWATCH.
• Expertise in debugging and optimizing the performance of Catalog Client Scripts, UI scripts and UI Policies.
• Expertise in importing data from various Data Sources using Import Sets and Transform Maps.
• Experience in SQL, PL/SQL, Stored Procedures, Functions, Packages, cursor, and Indexes.
• Used Workflow editor to design workflow of various modules and for triggering of various events.
• Worked with Record Producers, Order Guides, Work Flows in Service Catalog Management
• Strong knowledge of relational databases and SQL
• Expertise in web application development using HTML, CSS, Java Script and JSP.
• Experienced in managing both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLA’s.
• Good Knowledge on using Glide Scripting for creating UI Action and business rules.
• Use business analysis skills to directly hold within Service Now such as our users, service catalog items.
• Interface with customers to design and build applications that meet business goals and objectives.
• Have good Analytical, Programming and communication skills. Very good with problem solving capabilities.

TECHNICAL SKILLS

Programming Languages: Core java, J2EE, C,C#, C++, SQL/PLSQL

Web Technologies: HTML,CSS,Bootstrap,JSON,JavaScript,XML, Jelly, Ajax, Glide scripting AngularJS,PHP,Perl

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Operating Systems: Microsoft Windows, Linux

Application Tools / Frame works: Service-Now (ITSM Tool), NetBeans, Eclipse, MySQL

Source Control: SVN, Git

Application Servers: Apache, Tomcat, WebLogic

Databases: Oracle11g, Microsoft SQL Server

PROFESSIONAL EXPERIENCE

Confidential, Kansas City, MO

Service Now Developer/Admin

Responsibilities:

• Create, monitor, modify, and publish service catalog workflows with approvals
• Designing, configuring and customizing new applications and modules.
• Assisting in troubleshooting patch / release management issues.
• Involved in redesigning the workflows using Service-Now workflow editor
• Involved in reconciliation of complicated workflows to simpler form.
• Worked on creating the UI pages to use them in catalog items using the UI Scripts
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Created SLA’s definition and its properties.
• Configured workflows and notification conditions for SLA.
• Developed UI Appearance for Service Catalog Requests
• Maintaining product catalog to import the configuration item records.
• Service Catalog design and workflow design based on the approval and fulfillment process.
• Implemented Service Catalog enhancements and issues, which come up while the tolls are being interacted.
• Create, monitor, modify, and publish service catalog workflows with approvals
• Played key role in the development and support of Infrastructure Deployment Catalog in the Service Catalog to acknowledge and process all the build requests effectively.
• Build reports, gauges, and home pages.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning. Worked on Fuji to Geneva upgradation issues.
• Responsible for administering the Service-now Instances and Clone Scheduling Process
• Used Record Producers to create Incident and Change.
• Create and use update sets to move customizations between systems.
• Used ACL’s for controlling the security mechanism in Service Now.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Working with Complex workflows in Service Catalog for interaction with Third Party Sources.
• Handling Production support tickets and assigning them to appropriate teams.
• Worked on CMDB.
• Worked on DISCOVERY and set up mid servers and check for the connectivity.

Environment: Service Now, Asset Management, Incident Management, ITIL, HTML5, Java script, Jelly Script, Web Services, HTML, CSS, CMDB.

Confidential, Dallas TX

Service Now Developer/Admin

Responsibilities:

• Customizing the forms and lists of Incident and Problem Management tables.
• Customized the used Change Application to personalize menus and rules as per process requirements.
• Extensively worked writing Sever side scripts, developing Business Rules, UI Action to achieve business rules in Service Now.
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the Service Now platform.
• Worked on Update sets, UI scripts, Notifications as part of customizing the SNOW.
• Configured SLA workflow for the advance SLA configuration.
• Used Glide Record to retrieve and update data on different business conditions.
• Involved in working with ESS functionality and implemented appropriate workflow.
• Coordinated Service Catalog options, including two-step checkout, cart controls, variables.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Creation of catalog Items with Variables and Variable sets.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Expertise in debugging and optimizing the performance of Catalog Client Scripts, UI scripts and UI Policies.
• Created several widgets and pages for service portal development.
• Developed Service Catalog that includes creating items, workflows, Catalog Client scripts and giving it an enhanced view using the Service Portal.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Worked on email templates by using HTML, XML and Jelly Scripting and used them in notifications.
• Utilized Orchestration to extend workflows to interact with systems and applications outside the Service Now instance.
• Experience with Service now Discovery tool Service Watch to Discover and import CMDB items.
• Involved in importing/integrating data, through various means, such as WEB Services, LDAP, JDBC and importing via spreadsheets; I have built WSDL's for integrating third party tools, as well as building scripted web services using script includes.
• Deploying the developed code to Stage/UAT/Production instances using Update Sets.
• Configuring Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Very good understanding of Integration with these varieties of protocols: SOAP/REST.
• Involved in basic SOAP message creation and Web service implementation.
• Creation of Incidents and Service Requests for supported applications. First point analysis on tickets and assigning them to service line based on scope.
• Worked on fixing incidents related to Incident, Problem, Change, Configuration and Service Catalog Management.
• Automated the asset import using scheduled jobs and thought the use of transform maps.
• Worked on CMDB and set up mid servers as per the requirements.
• Performed Data migration of CI Attributes for CMDB using import sets.
• Experience with Service now Discovery tool Service Watch to Discover and import CMDB items.
• Worked on DISCOVERY, set up mid servers, and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Experience on working with Script Includes and Scripted Web Services.
• Involved in creating on demand reports and scheduling the report generation as per the client requirements in Service Now.
• Writing Scheduled jobs and schedule imports depends on the requirements.
• Worked on UI Macros to create pages as templates.
• Worked on loading the data into Service Now using import sets.
• Develop and manage application code, user interface, and third-party integration components.
• Ajax implementation for server calls from client side.
• Daily Service-Now data administration via incident tickets.

Environment: Service Now, Asset Management, Incident Management, ITIL, HTML5, Java script, Jelly Script, Web Services, HTML, CSS, and CMDB.

Confidential, Columbus, OH

Service Now Administrator/ Developer

Responsibilities:

• Extensive hands on various scripting API’s present in Service Now platform, Service Catalog and Request Workflow Design and Configuration.
• Creating custom Tables, Fields and configuring Access Controls over them.
• Creation of Custom Related List, Dictionary fields.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Worked on creating Dynamic Filters in Service Now.
• Handle Production Support Tickets & resolved many Issues and assigned to relevant teams.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on CMDB from the scratch.
• Maintain service level agreement (SLA) and monitor an SLA workflow
• Coordinated the instance upgrade activities.
• Worked on DISCOVERY, set up mid servers, and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stakeholders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolved typical Users access and roles issues by checking active directory and users table.
• Pulled reports and scheduling the reports as per the client requirement.
• Created database views to pull the reports on variables, which are being used by catalog items.
• Worked on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Tracking and Analysis of long running scheduled jobs, imports and users transactions with the possible performance implications.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Co-ordinatewith the Service Now vendor during the time of Outage.
• On-call for all the priority issues and try to address them ASAP.

Confidential, Louisville, KY

Service Now Developer

Responsibilities:

• Responsible for creating various workflows for Incident Management, Change Management, Problem Management, Service Requests and SLA's.
• Enhanced the existing Change Management Module to onboard the software functional change advisory board to review all the change requests.
• Involved in all product design reviews to verify that design meets quality standards and functional/technical requirements.
• Configured Service Now for Enterprise Service Request Module.
• Created process documentation for the solutions implemented.
• During development worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
• Used ACL’s for controlling the security mechanism in Service Now.
• Developed and configured Business Rules, Script Includes, UI Policies, UI Actions, Catalog Client Scripts and Client Scripts, Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc.
• Created Order Guides for New Employee and Contractor On boarding, Terminating Employee and Transfer of Employees.
• Customization of Incident Management Application.
• Creation of Custom Related List, Dictionary fields.
• Creation of Email Notifications and Inbound Actions.
• Creation of Workflows.
• Creation of Ordered Guides.
• Customizations Migration between Instances using Update Set.
• Developed and maintained APIs and data integration processes between Service Nowand other services.

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

Confidential

UI Developer

Responsibilities:

• Implemented the presentation layer with HTML, XHTML and JavaScript.
• Design meetings with the client to discuss and understand the requirement and to develop.
• Enhanced user interfaces to enable input of additional personal information for the purpose of plan generation using CSS, JavaScript.
• Utilized SVN version controls to check in/out files, etc. also responsible for branching, merging the branch to main using Tortoise SVN tool.
• Worked on JQUERY to make dropdown menus on web pages and display part of a web page upon user request.
• Reviewed customer feedback about the debugging issues, fixed bugs with HTML and JavaScript codes and worked on resolving browser compatibility issues.
• Worked extensively with IntelliJ, Visual Studio, Oracle, MS SQL Server and SVN.
• Performed testing, browser compatibility, error checking and accessibility testing.
• Written Business Rules for customizing the tool in Service Now.
• Participated in validating Form and Table level using UI Policies in Service Now
• Creation of UI pages for a better visual appearance in catalog items.
• Extensively used CSS (Cascading Style Sheets) along with RWD to apply different styles to the layouts for varying screen sizes and pixels.
• Creating custom Tables, Fields and configuring Access Controls over them.
• Creation of Custom Related List, Dictionary fields.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Daily work report was provided to the manager about the progress of the task assigned at the end of the working day.
• JIRA tickets were created and tasks were completed in the assigned time.
• Written scheduled jobs in Service Now.
• Involved in log4j to log regular debug and exception statements.
• Built and deployed the application in Tomcat Server
• Creating and extracting data from database using SQL Queries, PL/SQL Stored procedures, triggers, and packages on Oracle database.

Environment: IntelliJ, Visual Studio, MS SQL Server, SVN, HTML, CSS and Java Script

Confidential

Responsibilities:

• Worked in Agile and Scrum development environments.
• Interacted with business system analyst to understand the technical requirements of the project.
• Involved in developing the UI pages using HTML, DHTML, CSS, and JavaScript.
• Involved in developing test plan and procedures.
• Migrating legacy applications to multi-tiered web applications.
• Developed web pages with functionalities like login, register, forget password, Email, Filtersusing JavaScript, jQuery and HTML.
• Used JavaScript to update a portion of a web page thus reducing bandwidth usage and load timein web pages to get user input and requests.
• Coded JavaScript for page functionality and Pop up Screens and used HTML to make dropdownmenus on web pages and display part of a web page upon user request.
• Involved in writing SQL Queries, Stored Procedures.
• Debugging webpages with firebug and fixing issues.
• Testing browser compatibility and addressing browser compatibility issues.
• Optimizing SQL queries and stored procedures.

Environment: s: C#, HTML, CSS, JavaScript, jQuery, SQL, PL/SQL