SUMMARY

• Over Eight (8) years of IT experience with 4 years of experience on Service Now Development, Maintenance and administration.
• Good experience in developing workflowsand in customizing the applications in service now using Java script,AJAX, HTML and DHTML.
• Extensive experience on technical implementation of various service now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Expertise in Design and development of CMDB (Configuration Management) in ServiceNow.
• Expertise in Design and configure ITSM (incident, change, problem) in Service - now.
• Having good knowledge on Content Management System(CMS).
• Experience in managing process, technology and IT service management solutions, ITIL processes, customizing and configuration of ITSM tools.
• Expertise in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution.
• Experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Content Management System (CMS), Service Catalog, and Configuration Management.
• Expertise in developing Client Scripts, Business Rules, Script Include, Import sets.
• Expertise in Design and developing custom applications in ServiceNow and utilize its potential in PaaS (Platform-as-a-Service) and SaaS (Software-as-a-Service).
• Experience in Design, manage and analyzeCMDB (Configuration Management) configuration items and its integrations.
• Expertise in creating and managing Service Catalogs, Record Producers, Order Guide.
• Expertise in designing sites using CMS.
• Had working knowledge with Project Portfolio Suite which covers Demand Management, Project Management, SDLC, Test Management and Resource Management.
• Good experience in working with Java Script, CSS, HTML and DHTML in ServiceNow as well as other technologies like Lotus Notes, JAVA.
• Good knowledge with Deployment in UNIX Environment.
• Experience in Web Development technologies likeHTML, CSS, XML
• Developed Web-based applications applyingdesign patternslikeMVCarchitectures along with struts
• Profeciency in programming with JavaIDE'slikeEclipse 8.0andEclipse 9.0
• Strong Experience in Configuration tools likeCVS
• Experience in programming withSQL, PL/SQL
• Strong knowledge ofSprings Framework
• Basic knowledge ofService-Oriented Architecture (SOA), webservices

TECHNICAL SKILLS

Ticketing tools: Servicenowcatalogue configuration,Incident Management,Problem Management,Change Management,knowledge Management,Access Management,ManageNow, Share Point

Scripting Languages: VBScript, JavaScript,jelly Scripting

Software Architectures: Two-tier(client server applications), N-tier (Web based Applications), SOA (Service Oriented Architecture)

Operating Systems: Windows NT, XP, UNIX

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

Others: Control M, Mainframes, Toad, UNIX scripting, HP

Java Skills: Java Technologies Java, J2EE, JDBC, Servlets, JSP, JavaBeans, EJB, JPA, JMS, Web Services.Operating systems Windows, UNIX/LINUX Platforms.Frame Works Spring, Struts, Hibernate, ATG, OSGI.

PROFESSIONAL EXPERIENCE

Confidential, Atlanta

ServiceNow Developer/Admin

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.
• Experience with jelly scripting in serviceNow.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• 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.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to improve automation and efficiencies in Service Now.
• 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.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.

Environment: Form Creation, Business Rules, Script Include, Client Scripting, Jelly Scripting

Confidential, Seattle

ServiceNow Developer

Responsibilities:

• Worked on UI customizations for forms, lists and UI actions.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events, and System and Upgrade logs).
• Handle the tasks of managing Configuration Management Database as well as configuration control of the operational baseline
• Responsible for analyzing proposed product changes to determine effect on overall Configuration Management Database System
• Perform responsibilities of ensuring that the configuration items are identified and controlled
• Handle the tasks of providing guidance to engineering staff on methods, procedures and requirements for entering Configuration items into the CMDB
• Perform responsibilities of planning and coordinating in the preparation of project documentation like product specifications, engineering drawings, and contract modifications
• Identify customer requirements and ensure that customer contract requirements are met
• Creation of business rules on Configuration Item which triggers on insert/update to make a SOAP call to transfer data to TIBCO.
• Coordinated with various stake holders and offshore team on day to day issues.
• ServiceNow Application UI Configuration, Workflow Configuration, Data Loads using import sets, development of reports & metrics for executive management.
• 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.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Worked as a Pre and Post installation consultant to define and implement industry (ITIL) best practice for the ServiceNow ITSM Platform.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Educating end users on the usage of service now applications like incidents, problems and service catalogs.

Environment: Calgary Release of Service Now tool(incident, Problem, service catalog), HP Quality center, UNIX Solaris 2.8, Java script, CSS, Jelly Script.

Confidential, North Carolina

Service Now Developer

Responsibilities:

• New fields were added to support the client requirement along with the set of business and client rules to fulfill client requirement.
• Updating Incident/Problem/Change module based on client feedback.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also Workflow has been created to support the Approval workflow and task assignment.
• Migration of the Manage now (Incident Management), infoweb (Change Management) requests to the Service now.
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
• Review the outage plans and ensure post and pre outage is successful.
• Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
• Creation of advanced workflows.
• Fix code issues,source control and migrate the solution to production environment following the IT processes of client.
• Creating new groups and adding users to the groups in service now.
• Done the Java coding to automate the migration process and SOAP was used to interact with Service-Now platform.
• Created and moved update sets to different ServiceNow instances.

Environment: Manage now, Infoweb, Service now ITSM tool, Java scripts, Workflows and HP quality center

Confidential, Connecticut

Java Developer

Responsibilities:

• Involved in developing theUser Interfacemodules usingJSP's
• Used Log4J logging framework for logging messages
• Involved in development of new command Objects and enhancement of existing command objects usingServletsandCore java
• Identified and implemented the user actions (Struts Action Classes) and forms (Struts Forms Classes) as a part of Struts framework. UsedStruts-Tilestag libraries as reusable components forJSP'sand developed user views using custom tags from JSP's and data validation usingStruts Tag librariesfor easy reusability and expandability of project
• Configured the user actions (Struts Actions) usingXML. The controller usesXMLmappings inStrutsto map the request to the server side functionality.
• Implemented design and development ofTracking user activitiesandTransaction Activitieson various web applications
• Bypassingthelogin informationfrom one application to another
• Design and development of Vendor portal application, to keeptrackofshipping informationfor theordersrequested.
• Experience in programming with SQL, PL/SQL
• Worked on enhancements of theFile Processorsfor sending orders to drop shippers andupdating ordersfrom drop shippers for the orders shipment status Released/Scheduled based on requirements

Environment: HTML, CSS, AJAX, JQuery, Javascript, Flash, Core Java, J2EE, Struts 2.0, Servlets, JSP, JSTL, XML, SQL Server, Web services, WSDL, SOAP, MyEclipse 9.0. Jboss 4.0

Confidential, New Jersey

Java Devoloper

Responsibilities:

• Responsible for developinguse case, class diagramsandsequence diagramsfor the modules usingUML
• Involved in development ofuser interfacemodules usingHTML, CSS, JSP
• Designed the applications usingMVCframework for easy maintainability
• Involved in writing manyScriptletsin JSP where the requirement has to be met.
• Developed notification and customer classes
• Involved in writingSQLqueries
• Used technologies likeJDBCfor accessing related data from database
• DevelopedServletsas controllers to perform requisite functions
• Worked with and utilizedCore java, MySQLandHTMLdaily
• Fixing/Troubleshooting bugsandissueswith modules regularly

Environment: HTML, CSS, AJAX, JQuery, Javascript, Flash, Core Java, J2EE, Struts 2.0, Servlets, JSP, JSTL, XML, MyEclipse 9.0. Jboss 4.0

Confidential

Java Consultant

Responsibilities:

• Study and analyze the business process flow and existing system.
• Identified the areas of improvement and the scope of enhancements in the system.
• Customer / User Coordination, Requirement Analysis, Design, and Review of code deliverables.
• Estimated and Planned for Change Requests, New Enhancements and task assignment to team members.
• Analyzed user requirements using MS Visio 2005.
• Developed User Control using HTML and JavaScript.
• Configured Apache web server to create proper development environment.
• Created Queries and Tables using MySQL.
• Solved cross browser compatibility issues using JavaScript.
• Normalized the tables through first, second and third normal forms.
• Extensively used Sessions for maintaining data state.
• Extensively used JavaScript to resolve the cross browser compatibility issues.
• Worked on Incident management, Change management modules of Service Now.
• Involve in Production Support and Enhancement Development.
• Attend Scrum meetings to develop the modules.