SUMMARY

• Having 5+ years of IT experience including 3 years of good experience on ServiceNow Development and Administration in handling Technical issues and complete understanding of Software Development Life Cycle with Agile Methodologies.
• Expertise in Design and configure ITSM (incident, change, problem) in Service - now.
• Communicates securely with the ServiceNow instance to determine what Discovery probes to run using MID Server.
• Experience working on Service Portal themes and widgets.
• Gathering business requirement and technical design documents for implementing ServiceNow.
• Extensive experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Asset Management and Knowledge Management.
• Good knowledge and understanding of ITIL process.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists.
• Good experience in developing workflows and in customizing the applications in service now using Java script, Jelly Scripting, AJAX, Angular JS, HTML and CSS.
• Hands on experience in working with CMDB and Asset Management to maintain the database.
• Experience in creating Inbound Email Actions, SLA Definitions and ACL’s.
• Integrating ServiceNow with different 3rd part integrations using REST and SOAP API calls.
• Created custom UI Portal (CMS) using Jelly scripting.
• Good Domain experience in Telecom, Finance, Insurance and Retail Market Web Applications including Development and Production Support.
• Experience on Web Technologies using Java, Spring, Hibernate, HTML4/5, CSS, JavaScript, Bootstrap, JQuery, Angular JS, Node JS, React JS, JSON, AJAX.
• Extensively worked on ORM tools like Hibernate and widely experienced in implementing Hibernate Inheritance/ Collection / Association Mapping.
• Experience BMC Bladelogic Server Automation activities - Adding Servers, Creation/Maintenance of BLCLI or NSH Scripts, Creation of BLPackages, Jobs, Snapshots, Audits etc.
• Good hands on experience on back end technologies like Oracle, Db2 databases and Content Management Systems.
• Worked on Asset Management - Asset-CI mapping and synchronization, Activity updates for assets with enhancements provided in Istanbul.
• Worked on Change Management - Mass updates to CIS in Istanbul.
• Have been extensively involved and lead in upgrading service now to Geneva, Helsinki, Istanbul and Jakarta
• Good Hands on experience in Designing of pages, wireframes, style sheets.
• Experience as a ServiceNow Analyst, and Developer in CMS, Discovery and CMDB. Worked on ServiceNow Dublin, Geneva, and Helsinki and Istanbul versions.
• Testing webpages with different browser versions/types and screen resolutions.
• Well-versed with SVN and build tool Maven, Jenkins, Agile Methodologies and Rally.
• Strong work experience in application integration using WebServices such as JAX RPC, JAXB, JAX-WS, SOAP, WSDL, JAX-RS, Restful.
• Proficiency in application servers such as IBM WebSphere, WebLogic and Apache Tomcat.
• Experience working with Agile, Waterfall and Test Driven methodologies.
• Extensive experience in implementation of the version control software SVN, CVS, GIT.
• Experienced in developing server-side components using Servlets for HTTP request processing.
• Mastery of build technologies like Hudson, Jenkins, Ivy, Maven Integration and automation of source control applications
• Having sound knowledge in Ajax and JavaScript validation framework.
• Hands on experience in UNIX environment, shell scripting, socket programming.
• Excellent interpersonal abilities, communication skills, time management and team skills with an intention to work hard to attain project deadlines under stressful environments.

TECHNICAL SKILLS

Programming Language & Framework: HTML, JDK, J2EE, XML

Tools: Subversion, perforce GIT, ClearCase, TFS, ClearQuest, Jira, Remedy, Bamboo, Ansible Make/nmake, Ant, Maven, Ivy, Jenkins, VMWare

OS: Windows, Unix, Linux, Solaris.

Cloud: AWS, VMware, Microsoft AzureWeb Servers:

Other Platforms: WebLogic, WebSphere, Apache, tomcat, and JBOSS Chef, Puppet, Java Developer, Switching and Routing, TCP/IP, Remedy ARS 5.x/ 6.x/ 7.x, Remedy ITSM 6.x/7.x Incident, Change, Problem, Asset, SLM, Remedy Administrator, Developer Studio, Crystal Reports, BMC AIE, BMC Remedy Migrator, BMC Dashboards, BMC Atrium CMDB 2.x/ 7.x, BMC Service Request Management 7.6, HP DDM Discovery and Dependency Mapping, BMC ADDM, xMatters

SDLC Methodologies: ITIL V2, ITIL V3

ITSM Practices: Agile, Waterfall

Version Control Tools: SVN, CVS

PROFESSIONAL EXPERIENCE

Confidential - Herndon, VA

ServiceNow Developer

Responsibilities:

• Used JavaScript and Glide Script to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Defining Service Level Agreements SLA’s, Notifications and Reports.
• Manages Users, Groups and Roles.
• Assisted in the import of configuration and asset data.
• Manages data with tables, the CMDB, Import Sets, and Update Sets.
• Tested everything that was developed in Dev instance in UAT before deploying it to production.
• Experience working with email notifications, inbound actions, reports, gauges, and home pages.
• Facilitating rollout of new applications and modules.
• Expert in JavaScript, JQuery, prototype and Jelly scripting used in ServiceNow.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists.
• Worked with an integration specialist on the integration of ServiceNow with ITSM tool, in which integrated Service Catalog and Incident module.
• Customize ServiceNow applications and facilitate rollout of new applications and modules and configure Application UI and Configure Workflow in Helsinki
• Successful oversight of several ServiceNow implementations including upgrades to Helsinki and Istanbul.
• Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities, in Helsinki Upgrade
• Worked on upgrade from Helsinki to Istanbul, owing to flexible enhancements by Istanbul.
• Used Email integration to fulfill this requirement, worked on Inbound Email Actions, Client Scripts and Email Notifications to fulfill the requirements.
• Responsible for the Service Now upgrade from Helsinki to Istanbul and Jakarta. Have been instrumental in handling the entire upgrade activities and fixing the issues post upgrade.
• Have conducted several use case test scenarios before going live in UAT instance.
• Utilize the Service Now Service Catalog for users to create Service Requests and Service Items.
• Experience working with Email Notifications, Inbound Actions, Reports, Gauges and Home Pages.
• Worked on the Defects, Stories provided by the end user.
• Created several CI’s and derived relation types between them.
• Migration of customizations from one instance to another instance.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management in Istanbul and Jakarta version
• Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities, in Istanbul Upgrade
• Design and implemented new functionality using Business Rules, UI Policies, and Access Lists etc in Helsinki version
• Created Workflows, Sub flows and Tables both on Helsinki and Istanbul. Managed inbound and outbound notifications in Istanbul and Jakarta.

Environment: ServiceNow (Incident, Change, Problem, Service Catalog, Knowledge base), ITSM, Java script, Jelly script, XML, HTML5, Workflows

Confidential

ServiceNow Developer

Responsibilities:

• Worked directly with user groups in analyzing and specifying business requirements for the design and development of project.
• Suggested and advised clients to tactfully alter workflow of application to increase the efficiency and ease of use.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Worked on UI customizations for forms, lists and UI actions.
• Proposing new CSI and business solutions within ServiceNow to benefit customers.
• Documentation of changes and new development as technical and functional specifications.
• Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
• Service Catalog and Request Workflow Design and Configuration.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Designing the Content Management System for Various system which involved Layout, UI Pages, CSS and Service Catalog work.
• Worked as an Architect to in corporate the requirements in the ServiceNow tool in an optimal way.
• Working with and functional requirements within ServiceNow for CMS, Request Management, Incident, Problem, Knowledge, Change, Core Platform, Web services, interfaces etc.
• Coordinated with various stake holders and offshore team on day to day issues.
• 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.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Educating end users on the usage of service now applications like Incidents, Problems and Service Catalogs.
• Working on Report, dashboard designing.
• Deployment and L3 support.
• Production release support.

Environment: HTML, CSS, JavaScript, Servicenow(Fuji), service catalog, Java Script, jQuery, WebServices.

Confidential

Java Developer

Responsibilities:

• Worked directly with user groups in analyzing and specifying business requirements
• Involved in the analysis, design, and development and testing phases of Software Development Lifecycle (SDLC).
• Designed Use Case Diagrams, Class Diagrams and Sequence Diagrams and Object Diagrams.
• Developed the application front end using Struts Framework: developed action classes, form beans, and Java Server Pages.
• Used JQuery to select and manipulate HTML elements and also CSS manipulation.
• Developed web-based reporting for credit monitoring system with HTML, XHTML and Tiles using Struts framework.
• Developed Session beans that encapsulate the workflow logic.
• Used Java/J2EE Design patterns like Business Delegate and Data Transfer Object (DTO) in the project that facilitates clean distribution of roles and responsibilities across various layers of processing.
• Used Maven Scripts for deploying the application on to development, test and stage systems.
• Development using the Use Cases and business logic & Unit Testing of Struts-Based Application.
• Providing a framework for mapping object-oriented domain model to a traditional relational database using Hibernate.
• Fixed the Java applications and converted Perl jobs to Java batch jobs
• Implemented JMS between Workflow module and backend Message Forwarding Engine.
• Used Hibernate framework to access the data.
• Extensively used ANT as a build tool and used SVN for source control management.

Environment: Core Java, Struts 1.1, Hibernate, JSP, JNDI, Oracle, JQuery, SVN, JUnit, JMS, CSS, HTML, XHTML, XML, ANT, Web Services, Web Logic.