SUMMARY

• Over 8+ Years of Information Technology experience in Software Design, Development, Analysis, Testing, and Implementation in ServiceNow platform as both Developer and Administrator.
• Over 7 years of software industry experience in ITSM process management, Quality Assurance Management and QA Activities using manual and automation testing.
• About 6 years of hands - on experience in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service-Now).
• Experienced in automating regression test scripts using HP UFT 12.5
• End-to-End Development and Customization of Incident/Problem and Change management applications per ITIL processes and policies.
• A ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Service-Now certified Administrator and developer consultant, ITSM process consultant with focus on Change & Configuration management w/ special interest in SACM/ITAM arena.
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing JavaScript and configuring Workflows to implement additional features, customizations and enable the process flow.
• Hands on Experience in ITAM asset management modules and how the information flow between ITAM and SAM in the Service Now.
• Insightful, result-driven IT professional with notable success directing a broad range of corporate ITSM initiates while participating & driving planning, analysis and implementation of solution in support of business objective. Excel Confidential providing comprehensive ITSM/ITIL systems analysis and handles to a full lifecycle project management.
• Post rolls out production Support. Experience of handling Bug Fixes and Enhancement requests.
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.
• Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer module Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.
• Experience in designing User Interface (UI) applications and professional web applications using HTML 4.0/5, XHTML, CSS2/CSS3, JAVASCRIPT, JQUERY, AJAX, JSON AND XML.
• Expertise knowledge in building and configuring Service Portal.
• Extensive experience in building and implementing corporate Confidential programs including identifying, analyzing, optimizing, and managing complex IT hardware and software assets across their entire lifecycle.
• Good knowledge of latest version of object-oriented JavaScript Libraries like Angular.js, Node.JS, Bootstrap, ExtJS 4.0, Require, Handlebars, and Dojo toolkit.
• Working experience on CSS Background, CSS Positioning, CSS Text, CSS Border, CSS Margin, CSS Padding, CSS Table, Pseudo Classes, Pseudo Elements and CSS Behaviors in CSS.
• Experience in Fixing CSS Cross Browsing Compatibility issue and web application scaling.
• Extensive experience on implementing the AJAX features using JavaScript and jQuery.
• Proficient in developing web page quickly and effectively using, HTML 5, CSS3, JavaScript and jQuery.
• Experience of Web 2.0, JavaScript, jQuery, W3C Standards and working with Responsive Web Design concepts.
• Worked on Software asset management (SAM) and hardware asset Management (HAM).
• Experience in using various IDE’s, Dreamweaver, Notepad++, Eclipse and Aptana 3.0.
• Worked with version control system like GIT and GITHUB.
• Adaptive to team environment and has the capability of completing complex tasks independently.
• Capable of learning quickly and delivering solutions as an individual and as part of a team. Self-motivated Team player with excellent interpersonal and communication skills.
• Experience interfacing with stakeholders, System Analysts, Senior Management with excellent communication and interpersonal skills.

TECHNICAL SKILLS

Specialties: ServiceNow (New York, London, Madrid and Kingston)

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX

Scripting Languages: JavaScript, Jelly Script

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: TOAD, SQL*Plus10g/9i

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: UNIX, Linux and Win9x/NT/2K/XP

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint)

PROFESSIONAL EXPERIENCE

Confidential, Bentonville, AR

Lead ServiceNow Developer

RESPONSIBILITIES:

• Worked on the following modules of ServiceNow like incident management, problem management, service catalog, user administration, change management, reporting and discovery.
• Worked on creating MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Responsible for the implementation of ServiceNow ITOM suite Asset, CMDB, Discovery, Event Management and Service Mapping.
• Configuration & ITAM process design, performing CMDB analysis and design within Service-Now.
• Lead end to end implementation for replicating tables/records from ServiceNow instance to SQL Server database for reporting using Perspectum Module.
• Developed several Client-side scripting, catalog scripts, UI scripts, server-side scripting based on the business requirements.
• Act as a liaison between the different IT teams, vendors and user community to help coordinate the management of HAM/SAM processes, product enhancement, change requests, updates, and help resolve any outstanding issues.
• Configured and customized new and existing CMS modules, CMDB, PPM, SAM & ITAM.
• Supported translation of business requirements into ITSM, ITAM, CMDB and SAM technical requirements.
• Supported the development and maintenance of ITAM operational and financial metrics and Established support models required to achieve them.
• Created custom Tables, Fields and configuring Access Controls over them.
• Involved in requirements gathering and writing business related documents in ServiceNow.
• Created tables, views and custom applications as per the customer requirement.
• Customized of form design and layout for various ITIL processes.
• Implementation of the HRSD module, Software asset management (SAM), hardware asset Management (HAM) in the service now application.
• Created ITAM policies and policy management.
• Worked on setting up Service portal content so that it's only available to authenticated users.
• Experience with Service Portal to determine the users logging in to the portal and customization with a combination of system properties and script include.
• Worked with Orchestration which enables an IT organization to automate complex tasks on remote computers reliably and quickly, with best practices every time.
• Develop and deliver customized portal web pages in ServiceNow using Bootstrap and AngularJS JavaScript frameworks.
• Involved in development of requirement integration components (SSO, LDAP, and SOAP).
• Used Service Mapping to establish relationships between the different infrastructure components that are dependent on each other.
• Developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts.
• Implemented Content Management (CMS) Portal to improve user experience.
• Customization of Incident Management Application.
• Worked on data upload and configuration in CMDB and other ITSM modules.
• Configured alerts using CMDB and Event Management, that helped identify infrastructure issues as soon as they occurred.
• Strong knowledge in creation of PA reports, updating the OOB indicator which includes service management operations, service strategy, Human resources management.
• Extensive experience in adding fields to the metrics capture of service now Performance Analytics, and also creating roles and groups using dashboards, analytics, time charts.
• Created 45 scripted web services which are used in setting up a robust process for integrating Service Now with a Procurement Tool. Also has an in-depth knowledge about Direct Web Service API of Service now, SOAP and WSDL.
• Extensively worked on Integration with REST GET and POST using basic HTTP Authentication.
• Good knowledge on Single Sign on and event-based integrations.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Created reports, workflows, and data imports for Incident, Problem, Service Request, and Change ServiceNow modules.
• Worked on collecting inventory details that are very useful to the service desk which includes information about an end-user’s machine using ITAM.
• Implemented Discovery, Orchestration, CMDB, Performance Analytics, Project Portfolio management, Software and Hardware Asset Management, Service Catalogs, Legal Management Release Management and Scoped Applications for multiple customer accounts.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Responsible for gathering requirements and customizing Business Service Catalogs for organization from the scratch.
• Involved in development of requirement integration components (SSO, LDAP, SOAP)
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.

Confidential, Chicago, IL

ServiceNow Developer

RESPONSIBILITIES:

• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created transform maps both automatic field mapping and scripting.
• Planning and managing discovery/ assessment activities and defining high-level program/action plans.
• Worked on the following modules of ServiceNow like incident management, problem management, service catalog, user administration, change management, reporting and discovery.
• Built and designed Orchestration related workflows for highly.
• Designed, implemented, and managed multiple secure IT hardware and software asset inventory locations.
• Customized Workplace Services Portal consisting of various request forms belonging to the Enterprise Workplace Services team.
• Implemented enterprise applications and processes for ITAM, Self-Service, SAM, and Discovery.
• Drove all knowledge transfer for ITAM & SAM in technical and business meetings with customer & partners.
• Assist IT personnel in performing ServiceNow Discovery, Cloud Discovery and Service Mapping processes and troubleshooting the errors that arise.
• I wasapart ofend-to-end implementation HR ofcase management which really help the customer to streamline the HR Service Delivery.
• Improved performance of ITAM, PPM and SAM applications through database optimization of Oracle & MS SQL.
• Maximized the value of vendor software and hardware.
• Set the Configuration of HRSM to handle day to day operations.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Worked with business users to identify actual software/hardware needs resulting in over $1.5 million in cost savings for new software and maintenance/support contracts.
• Contributed to developing the corporate software and hardware budgets including capital budgets.
• Customized UI Appearance for Problem and Change Management Application, which is simple, intuitive and easy to use.
• Involved in developing and administration for ServiceNowto provide best Service Delivery requests in the form of workflows, mobile application to all the users.
• Worked with Import Sets and Update Sets in ServiceNow working on developing a completely new portal for HR. It is to be developed as a product. The target users are employers and job seekers.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level). Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Communicated Project Requirements, Business issues, Solutions and made recommendation.
• Created Service portal custom application using AngularJS.
• Experience in Configuring Applications using Service-Now tool, used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of theServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations.
• Worked on implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM) & Asset Management (ITAM), CMDB, Change Management and Release Management with Knowledge of Content management.
• Development and Implementation of IT operations Management (ITOM).
• Involved in ServiceNow components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, Knowledge Management, Mobility and Service Request Management.
• Created 45 scripted web services which are used in setting up a robust process for integrating Service-Now with a Procurement Tool. Also has an in-depth knowledge about Direct Web Service API of Service now, SOAP and WSDL.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Good knowledge on Single Sign on and event-based integrations.

Confidential, Vienna, VA

ServiceNow Developer

RESPONSIBILITIES:

• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Customized UI Appearance for Problem and Change Management Application, which is simple, intuitive and easy to use,
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• ServiceNow development and Implementation with in- depth experience on CSM, FSM, ITSM and building custom applications.
• Assisted ITAM staff to understand the risks of noncompliance and be able to quantify and effectively communicate these to executive management teams with the aim of preventing situations that might compromise compliance.
• Developed and supported Service Portal for Project Portfolio Management.
• Developed widgets and fixed widgets in Service Portals to enhance the User Experience.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Development of Field Service Management application includes: configuring work orders and work order tasks; creating work order templates, source parts, transfer orders, part requirements; administering and configuring Central Dispatch; configuring auto-assignment and the Dispatch Map; configuring tasks in the agent calendar; group management of qualification groups, dispatch groups, work groups, and group dependencies; configuring work order and task flows; configuring catalog items, drop off lists, and knowledge bases. Integrating Field Service Management with other systems.
• Served as architectural lead for ITAM configuration, testing, and deployment.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules
• Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Users are populated into the system using LDAP integration and worked closely with ServiceNow team and Infrastructure team to facilitate this integration.
• Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Performing quality assurance testing and user acceptance testing.
• Responsible for preparing design level, program-level and user-level documentation.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Assisted ITAM staff in determining business value by providing the cost analysis and asset-related financial data required to support the business in its decision-making process.
• Create and maintain automated test using Automated Test Framework (ATF) in ServiceNow
• Responsible in automating all the ServiceNow functionalities and executing automated regression test suite on weekly basis and monitor the results.
• Create and maintain automated test using Automated Test Framework (ATF) in ServiceNow.
• Responsible for validating any new modules implemented in ServiceNow platform.
• Responsible for testing and confirming all the new workflows and process flows implemented in ServiceNow in lower environments.
• Perform Peer review and approve as one of the stakeholders for New Change Requests, business requirements, FRS and other SDLC documentation.
• Responsible in automating all the ServiceNow functionalities and executing automated regression test suite on weekly basis and monitor the results.
• Create and maintain automated test using Automated Test Framework (ATF) in ServiceNow.
• Coordinate with project stake holders to gather software requirements/business rules and ensure alignment with development teams.
• Roll out / maintain / customize ServiceNow modules: ITSM, ITAM, CMDB, PPM, Discovery, Service Catalog, Project, Portfolio, Orchestration, etc. Effectively prioritize multiple tasks.
• Co-ordinate with stake holders and testing team (onsite & offshore) and ensure the team follows established standards.
• Prioritize testing activities and assigning them to team members.
• Provide review of the project deliverables to ensure they meet regulatory requirements.
• Review and approve manual and automation test scripts, test results and traceability using HP ALM.
• Responsible for creating Incident reports for failures in TEST environment during formal execution.
• Monitor and flag the risks and non-compliance from the application teams to Project Manager and other stakeholders on timely manner.
• Trouble shooting Client Scripts, Server-Side scripts, Business rules and ACLs whenever required.
• Participate in automation feasibility analysis and regression planning.
• Execute, Monitor and review results of automated regression test scripts and report any failures.
• Responsible to deliver all testing documentation on time to client and ensure completeness of all testing activities.
• Manage metrics tracing, issue/risk tracking within projects and publish weekly and monthly status reports.

Confidential, McLean, VA

ServiceNow Administrator/ Developer

Responsibilities:

• Worked on Orchestration to automate the top and frequently used service requests.
• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation.
• Gathered requirements from stakeholders looking to leverage ITSM, ITAM, CMDB & SAM.
• Customized ITSM processes & procedures for Incident, Problem, Change, CMDB, ITAM, SAM & Runbook Automation.
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Developed and managed tests application code, user interface and third-party integration components using prescribed application development guidelines.
• Working experience with TFS team in Upgradation of TFS - 2012 to 2013 and involved in performing the administration Windows 2003/2008 R. Packaging and deploying of .NET applications (C# and ASP.net)
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC
• Responsible for the development of Business Context diagram along with the SME for the Integration project using Microsoft Visio.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities. Involved with working in an agile development environment.
• Responsible for Berlin Up gradation in ServiceNow and involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Responsible for mentoring peers and junior curriculum developers in Service Now platform.
• Review and approve manual and automation test scripts, test results and traceability using HP ALM.

Confidential, Charlottesville, VA

ServiceNow Admin

RESPONSIBILITIES:

• Developed all the UI pages using HTML, XUL, DHTML, XHTML, DOM, CSS, JSON, JavaScript, jQuery, Ajax.
• Integrated the Java code (API) in JSP Pages
• Used jQuery core library functions for the logical implementation part Confidential client side for all the applications.
• Involved in Writing jQuery-based Ajax Requests using jQuery. Ajax(options) and jQuery. Post(options) and jQuery. Get(options)
• Participate in automation feasibility analysis and regression planning.
• Used jQuery to traverse through a DOM tree and manipulated the nodes in the tree. Implemented the Drag and Drop functionality using jQuery framework.
• Used jQuery plugins for Drag-and-Drop, Widgets, Menus, User Interface and Forms.
• Designed file format previews (Pdf, Excel and Print) for all the reports in the application using HTML, JavaScript and SQL Stored Procedure.
• Responsible for setting up Angular JS framework for UI development. Developed html views with HTML 5, CSS 3, jQuery, JSON, and AngularJS.
• Debug the application using Firebug to traverse the documents and manipulated the Nodes using DOM and DOM Functions.
• Involved in developing HTML and JavaScript for client-side presentation and, data validation on the client side within the forms.
• Contact with different customer for their requirements and Modified code as the customer needs.
• Involved in writing and modifying Procedure, Queries, Views and Triggers and calling them from JavaScript using the Tempnet Framework.
• Worked in Onsite - Offshore model.
• Written SQL Queries to interact with Oracle database.
• Successfully executed all the test cases and fixed any bugs/issues identified during the test cycles.

Confidential, Virginia, VA

UI Developer

RESPONSIBILITIES:

• Created requirement analysis, design, coding, and tested using JUnit of the project (profile Builder) using, JavaScript, Servlet, HTML, CSS, JSP, XML. Eclipse IDE, and SQL implemented SVN.
• Wrote application-level code to perform client-side validation using JQUERY and JavaScript.
• Implemented MVC Architecture, enabling multiple developers to work on separate modules simultaneously, reducing effort time for the project.
• Involved in writing application-level code to interact with APIs, Web Services using AJAX, JSON and XML.
• Designed and developed intranet web applications using JavaScript and CSS.
• Interacted with java controllers (JQUERY, Ajax, and JSON to write/read data from back-end systems).
• Using advanced level of JQUERY, AJAX, JavaScript, CSS and pure CSS layouts.
• Wrote JQUERY function while implementing various UI Screens across the whole web application (both consumers facing as well as internal application).
• Used SVN for version control and QC for defect tracking.
• Maintain, enhance, and recommend solutions that best suit business and technology needs from UI standpoint.
• Define technical requirements based upon business requirements.
• Creating cross-browser compatible and standards-compliant CSS-based page layouts.
• Strong communication, analytical and interpersonal skills working within cross-functional teams.
• Worked on cross browser compatibility issues and fix the bugs pertaining to various browsers.