SUMMARY

• More than 7 years of successful and progressive experience including 5+ years of experience as a Service - Now suite developer and administrator.
• Expert on Service Now Discovery module, comfortable deploying discoveries in a multi-datacenter environment. Proven Service Now implementation experience. Multi-domain/service provider model experience within a SNOW platform.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Familiar with Service Now Content Management System (CMS).
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Performing SOAP operations on desired tables like insert, deletion and update record.
• Creating debugging incoming SOAP envelope, preventing elements in SOAP messages.
• Familiar with Service Now Content Management System (CMS)
• Overriding the SOAP end point and different web services like Direct web service, import sets, scripted web service.
• As best practice proposed and developed generic and table driven Integration interfaces for incident process areas
• Experience in designing, developing, Configure, customizing & administrating ITSM suite of applications.
• Customized ITSM (5.x/6.x/7.x/7.5), Incident, Problem Management and Change Management modules based on user requirements.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience in upgrading of ITSM suite from version 6.3 to 7.5.
• Experience in SDLC (Software Development Life Cycle).
• Experience in, Master AR Suite, AR Schema, Flashboards, Remedy EIE, Remedy Web Services, SLA Management.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Experience in setting up of CMDB 1.1 and 2.0.
• Worked on Customization of SRM according to the client’s requirements and Configure with respect to backend applications i.e. Incident and Change Management.
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes.
• Good understanding of Remedy Mid-tier system, Web Services, Crystal Report.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Good experience in Remedy (ARS 7.5, 7.x, 6.x, 5.x) Development and Administration.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Involved in creating/altering the tables, application, modules and ACL's for the same

TECHNICAL SKILLS

ITIL: ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAP.

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE

Confidential, Seattle, WA

ServiceNow Developer

Responsibilities:

• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Worked on order guides, to arrange in sequential order to make user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Worked with business users to identify and refine business requirements and workflows.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Integrating Service catalog module with “Netcool” monitoring tool using Web Services and fixing the issues which come up while the tolls are getting interacted.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.

Environment: Service Now, Asset Management, Crystal reports 2008/9.x, Incident Management, Problem Management, Netcool, Fire eye, HTML, Java script, CSS, CMDB.

Confidential, Omaha, NE

Sr. Service Now Developer

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• 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 new Business Rules/Script Includes/Client catalog script/Client Script.
• Created data sources and loaded the Service-Now tables with different data formats
• Experience on Asset Management and loaded the data into it. As well as Demand Management
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Involved in migration between various environments in Service Now using Update Sets and Import Sets.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now
• Worked on DISCOVERY and set up mid servers and check for the connectivity.
• Designed email templates by using html and jelly scripting and used them in notifications.
• Experience on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX. Done integration with 3rd party tools using (web services, SOAP, email, MID server).
• Strong working knowledge of various Service-Now components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility and Service Request Management.

Environment: Service-Now JavaScript, Perl, Jelly, C/C++, VBScript, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008, BMC Remedy ARS 8.1, ITSM 8.1 Suite, SLM 8.1, SRM 8.1, RKM 8.1 and CMDB 8.1.

Confidential, Caledonia, MI

ServiceNow Developer

Responsibilities:

• Provide day to day support in resolving production support issues.
• Responsible for developing technical solutions on the ServiceNow platform to satisfy the business needs of the IT department.
• Managed Projects /tasks activities using Agile /Scrum within ServiceNow.
• Managed / Organized daily standup calls for project team members.
• Participated in Project management / planning discussions, tasks and activities.
• Provided feedback to Project managers on project activities, tasks, milestones, status reports.
• Provided feedback to Project managers on project activities, tasks, milestones and in ensuring work is performed within scope, time and on budget for various agencies.
• Identified critical paths, critical tasks and identified strategies/ solution in mitigating them.
• Activated domain separation plugins in a multi company / MSP environment.
• Configured domains to separate company data in a multi tenancy environment.
• Configured Business rules, Filters, UI & Data policies specific to each domain.
• Created reports specific to each domain /data specific to each company/domain.
• Configured security rules and policies specific to each domain / company data.
• Have created categorizations/ Choice lists specific to each domain/ company.
• Create, develop, and implement workflows, custom reports, and prototypes.
• Design and implement new requirements and new features based on business needs.
• Migrate data from Remedy ITSM 7.6.04 to ServiceNow.
• Understand and convert business process / workflows from Remedy ITSM 7.6.04 to ServiceNow.
• Create and/or review various ServiceNow objects, data integrations, reports by Service-Now platform.

Environment: Netegrity Site Minder 4.x &5.x, iPlanet Directory 4.x Architecture and Deployment, MicroSoft IIS 4.x, 5.x,iPlanet Enterprise Server 4.x, 5.x;TCP/ IP /PKI,Sun ONE Web Server 6.0, Sun ONE Directory Server 5.0,5.1

Confidential, Foster City, CA

Service Now Developer

Responsibilities:

• Worked with business users to identify and refine business requirements and workflows.
• Created complex transform scripts in transforming the data into the SNOW database.
• Involved in developing various forms using SQL development Skill.
• Understanding of IT service management and the ITIL business process.
• Involved in creating the adhoc reports in ServiceNow.
• Created the new Applications and Modules, custom tables in ServiceNow.
• Created, monitored, modified, and publish service catalog workflows with approvals.
• Responsible for the Service Nowtool administration module and creation of new Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Involved in loading of data into CMDB using discovery and file imports.
• Assisted in Release Management during product and batch releases and managed documents and verified the changes.
• Implemented CMDB Bi-directional Web Services integration. It involves consuming rest- full web services, publishing SOAP web services, using Business Rules, Script Includes, UI Actions and Other Service-Now scripting modules to support data synchronization and business logic.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.

Confidential

Service Now Developer/ Administrator

Responsibilities:

• Development of Service catalog, which includes creating new catalog items, designing workflows and execution, plans.
• Created functional and technical specifications documents for various Service Now modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Coordinated the instance upgrade activities.
• 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.
• Wrote Catalog client scripts and UI policies to make client side changes.
• Created Knowledge articles to document the steps in creating the catalog items.
• Worked on different kinds of variables and variable sets.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Wrote script includes invoking them in reference qualifiers or variable scripting

Environment: Service Now, Web services, SOAP, XML, HTML, ITIL, SCRUM

Confidential

Java Developer

Responsibilities:

• Responsible for Design and Development of business and presentation layers.
• Developed the application using the MVC design pattern and encapsulated front end from the underlying business logic, and data model.
• Worked on Struts Framework at later stages of the project to support ongoing development by the developers.
• Created Dynamic web pages using HTML, and XSLT.
• Developed front end templates and hand-code pages using HTML, JavaScript, and CSS.
• Developed EJB’s which invokes the Unit-Tel web services using apache axis SOA
• Implemented different EJBs like State full session and stateless session beans.
• Developed the JSPs as web based user interface validated all client Connect screens using Java Scripts.
• Used the J2EE components like, JSPs including tag libraries, Servlets, EJBs.
• Implemented STRUTS Framework including, creating templates for Action Form classes.
• Implemented internationalization concepts using Struts Framework.
• Created unit test cases, tested application using J Unit testing tool.

Environment: Core Java, J2EE, CSS, Servlets, JSP, Struts, Tiles, XML, Tomcat, and MySQL, EJB.