SUMMARY

• Around 8 Years of strong IT experience in Software Design, Development, Analysis, Testing and Implementation.
• 3+ years of IT experience in Business Process analysis, Administration and development of Web Based applications for Enterprise IT infrastructure - ServiceNow.
• ServiceNow experience in Implementation, design, development, documentation, deployment, and post production support following Software Lifecycle using SDLC SCRUM.
• Automated several processes using Service Now Orchestration.
• Experience in Installation and Configuration of different modules of Service-Now.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Expertise in implementation of Service-Now modules, Data integration (CMDB) and Service-Now catalog Items.
• Experienced in managing, administering and performance tuning of AR System version 5.x/6.x/7.x for production, test and development environments.
• Developing JavaScript and configuring workflows to implement additional features, customizations and enablethe process flow.
• Good knowledge on Core java, JavaScript, Oracle, JSP, Servlets.
• Extensively worked with Aspen and Berlin releases of SERVICENOW, experienced on Jelly Scripts/Java Scripts.
• Highly accomplished and focused Technical consultant with broad experience in providing solutions over ServiceNow Architecture and familiar with Other ITSM applications.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer theneeds for business workflows, ticketing or other ITSM requirements.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modulesincluding: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on userrequirements.
• Design, development, distribution of custom client-server, WEB services and SOAP solutions.
• Extensive experience in designing, developing, configuring Remedy workflows using Filters, Escalations, Active links, Menus, Groups and Flashboards according to business requirements
• Designed custom built Help Desk, Change Management and Asset Management modules based on user requirements.
• Gathering requirements and converting BRD's into technical requirements. Created design patterns & implementation plans for Service Now enhancements.
• Involved in managing system configurations, gathering and documenting user and process requirements,developing workflow customizations, and performing quality assurance testing, user acceptance testing andthird party integration for Service Now platform.
• Used Remedy Migrator to migrate all object definitions from one server to another and receive automatic notifications of completed migrations through e-mail or pager through the Remedy Notification System.
• Enhancing and customizing the MetLife application by designing new workflow using Active links, Filters, Menus and Escalations to meet user requirements.
• Worked on Remedy server migrations
• Creation of Ui items for a better visual appearance in catalogue items.
• Extensively used CSS (Cascading Style Sheets) along with RWD to apply different styles to the layouts for varying screen sizes and pixels.

TECHNICAL SKILLS

Service Now: Change Management, Incident Management, Problem Management, Service Catalog, Integration with Third Party Tools, Configuration Management, Reporting, Discovery and Integrations

Tools: Remedy ARS (5.x/ 6.x/ 7.x), Remedy ITSM (6.x/7.x) (Incident, Change, Problem, Asset, SLM), Remedy Administrator, Developer Studio, Atlassian JIRA, Atlassian Confluence, ServiceNow (Berlin/Calagry/Eureka), Microsoft SQL Server Reporting Services, 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, Knowledge Center, AlarmPoint, xMatters

Scripting Languages: JavaScript and JellyScript

Languages: C, C++, Java, Visual Basic, Python

Databases: Oracle 8, 9, 10g, Ms Access, Ms Sql Server.

Operating Systems: Solaris, Windows, UNIX

PROFESSIONAL EXPERIENCE

Confidential, VA

ServiceNow Developer / Admin

Responsibilities:

• Configuration and customization of Change Management.
• Creation of workflows for Normal, Pre-Approved and Emergency Changes.
• Creation of custom related list to divide all three categories of approvers.
• Creation of the interceptor for Routine, Emergency and Comprehensive Changes.
• Create global user preferences.
• Configuration and customization of Incident Management.
• Designing SLAs, Configuration of Email Notifications.
• Implementing new Enhancement from client.
• Support and configuration of B2B integration done between Service-now and Third Party Tool.
• Debugging & troubleshooting of incident ticket or bug.
• Creation, deletion, and customization of fields under Incident Management.
• Configuration and customization of Problem Management.
• Designing SLAs, Configuration of Email Notifications
• Implementing new Enhancements from client
• Support and configuration of B2B integration done between Service-now and Third Party Tool.
• Creation, deletion, and customization of fields under Incident Management.
• Configuration and customization of Service Catalog.
• Designing SLAs, Configuration of work flows and Notifications
• Creation, deletion, and customization of fields under Incident Management.
• Troubleshooting of Task tickets or bugs raise by users.
• Support and configuration of B2B integration done between Service-now and Third Party Tool.
• Service-now integration with SCOM and support of the integrated platform
• Service-now integration with SCCM and support of the integrated platform
• Service-now integration with BMC Remedy and support of the integrated platform

Confidential, Denver,CO

ServiceNow Developer / Admin

Responsibilities:

• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Involved in gathering requirements from Client.
• Documented the requirements related to Service Now.
• Involved in giving demos on ServiceNow.
• Interacting with Customers, Business, IT teams, identifying problem areas, documenting them
• Conducted several JAD Sessions.
• Looked into existing reports and defined new business requirements and automated reports configurations.
• Developed the Workflow required for the creation of Knowledge article from submit to Approvals & process design for Incident and Problem management.
• Designing the solution to implement the requirements by working closely with Architects.
• Estimated the Project time lines and worked with Project Manager in estimating time lines.
• Conducted Scrum meetings regarding Service Now Project.
• Provided Solutions to clear Backlog after attending Scrum meetings.
• Developed new user interface for Help Desk Team.
• Imported Data into Service Now and performed Transformation using maps.
• Integrated LDAP with Service Now Application to enhance application security.
• Scheduled, Configured reports and developed custom charts.
• Developed and modified Business rules, UI Actions.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Completed the Customer Survey Implementation.
• Modified and developed work flows and work flow scripts
• Worked on Integrating with external applications and automated processes using ServiceNow Orchestration.
• Used Web Services to interact from Service Now to External applications.
• Developed Knowledge Management module with separate interface and workflow for finance related knowledge articles and IT related articles.
• Developed Release management module.

Confidential, Oregon

Remedy Developer

Responsibilities:

• Understood various financial transactions and use cases for the implementation of Remedy IT management software
• Developed Crystal Reports to link with the business system to generate different reports.
• Used Remedy Migrator to migrate all object definitions from one server to another and receive automatic notifications of completed migrations through e-mail or pager through the Remedy Notification System.
• Enhancing and customizing the MetLife application by designing new workflow using Active links, Filters, Menus and Escalations to meet user requirements.
• Customized Help Desk, Asset Management and Change Management modules according to business requirements.
• Enhancement Requests related to Admin tool
• Customized Change Management Application (roles, status, priority, tasks and workflow), Upgraded AR Server from 5.1.2 to 6.3
• Customized web interface using Remedy web and created web view of forms.
• Worked on ITSM, foundation data (Product, operational, Generic catalog, assignment configuration, routing) and SRM applications
• Worked on Remedy server migrations
• Documented Test Scripts for future enhancements
• Developed filters on different databases like Oracle 8i and SQL Server 2000 on to Remedy forms. Developed Crystal Reports to link with the business system to generate different reports.
• Customized Asset Management and SLA to manage contracts to avoid penalties or duplicate payments for assets that are retired or contracts that have expired.
• Different phases of testing like System and User Acceptance testing along with the testing team on both development and production servers.

Environment: Remedy IT service management 5.1.2, AR System Product Suite 5.1.2 thru 6.3, VB.net, Java, JSP, Crystal Reports 8.5, XML, MS Visio, Oracle8i, SQL Server 2000, MS Excel, IIS, Unix.

Confidential

Front End UI Developer

Responsibilities:

• 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.
• 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.

Environment: Html, CSS, Javascript, Photoshop.