SUMMARY

• Good knowledge of Web application development technologies such as HTML, Java Script, CSS, AJAX, XML, XSLT.
• Experience with the other ITSM frameworks BMC Remedy and HP Service Desk.
• Excellent hands on experience with the ITIL process in Service Now: Incident Management,ProblemManagement,ChangeManagement,KnowledgManagement and Release Management with extensive knowledge of Content Management System.
• Experience in ServiceNow instance upgradation to a new version from older.
• Experience in client - side development with JavaScript, JQuery, JSON and DHTML.
• Strong experience in Development and Administration in Service Now Platform.
• Proficient in implementing ITSM modules like Incident, Change Request, CMDB, Asset and Service Request Management in Service Now platform.
• Specialized in ServiceNow modules like IT Service Management (ITSM), IT Operations Management (ITOM) and IT Business Management (ITBM) applications and provides forms-based workflow application development.
• Creating Applications, Modules, Tables and Columns as per the requirements in Service Now.
• Well versed in integrating Service Now with other third-party applications like HPOO, Tally, BMC Remedy, Qualys &Twilit.
• Experience in integrating LDAP Server with Service Now to get the organizational Users, Groups, and Roles.
• Involved in environment promotions and managing Service Now using Update-Sets.
• Data loads for migration to Service Now - Import set & Transform maps.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Experience in configuring the Business Rules, Client Scripts, UI Policies, UI Actions, and SLAs in Service Now.
• Experience in designing and implementation of workflows using Service Now workflow editor.
• Experience using DISCOVERY to load configuration information to CMDB.
• Mid Server Process Configuration for Windows & Linux, Workflows, Configuration Management Database (CMDB).
• Experience in generating the reports in Service Now as per the requirements in Service Now.
• Strong knowledge and experience in all the phases of SDLC.
• Experience in various software development practices Agile, Waterfall etc.
• Strong experience in web application development using HTML, Java Script, Java, J2EE Servlets, Java Collections, Excellent analytical, problem solving and communication skills.
• Efficient in client management skills, presentation skills, operational metrics, time management, analytical, great communication and interpersonal skills

TECHNICAL SKILLS

Languages: SQL, C, C++, Java, J Query, Ajax, JavaScript, SQL, Angular js.

Operating Systems: Microsoft Windows, UNIX

Java and J2EE frameworks: Java, Java Collections, JSP, Servlets, Struts, Spring, Hibernate, DAO, DTO

Scripting Libraries: JQuery, Java Script, shell scripting

Databases & Tools: MS Access, MySQL, Toad, Oracle 8i, Oracle 9i, 11g.

Web Technologies &Application Servers: HTML, XML, JSP, JSF, Struts, CSS, JBOSS, Tomcat, Web Logic

PROFESSIONAL EXPERIENCE

Confidential

Sr Service Now Developer

Responsibilities:

• Involved in LDAP integration with Service Now for obtaining users and groups.
• Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies.
• Worked on the development of Applets, Data items, Action items, Functions for Incident management and Request Management, Approvals, Change Management, and Reports.
• Worked on the ServiceNow ServiceNow Agent Mobile App. Designed and developed the ServiceNow Agent mobile app as per the organization’s requirement in ServiceNow Studio.
• Cloned lower instances with production instance quarterly to keep up to date with each other. Performed upgrade patching of instances.
• Developed inbound actions to automate the job failures for DataDog alerting system and from other systems.
• Implemented and developed the Contract Management module as per the organization’s requirement.
• Worked on CSM to create an employee self-service page as per organization requirement.
• Created surveys, reports, and dashboards within ServiceNow for end user’s purpose.
• Developed surveys to measure customer satisfaction.
• Implemented and developed PPM module as per the team’s requirement and created dashboards for teams.
• Worked on day-to-day incident tickets and developed reports for different assignment groups.
• Involved in the analysis of end-user requirements and business rules based on given documentation and worked closely with Business analysts in understanding the current ServiceNow system.
• Created widgets, headers, custom themes with HTML, CSS, JavaScript, and AngularJS.
• Built in-house Custom applications for Security teams.
• Involved in Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge
• Experience in writing UI policies, UI scripts, and In-bound email actions & built widgets for Portal.
• Developed and managed application code, user interface & third party integrations via REST/SOAP API’s .
• Worked on ITBM modules. Implemented Demand Management, Resource Management, Agile Development, Project Portfolio Management, Financial Planning, Test Management.

Confidential, LA

Sr. Service Now Developer

Responsibilities:

• Developed designed and built Portal from legacy CMS site.
• Experience with Ansible templates, playbooks, and snow records.
• Integrated Field services cost reports to Cost Centers in ServiceNow.
• Created widgets, headers, custom themes with HTML, CSS, JavaScript, and AngularJS.
• Built in-house Custom applications for QIVA teams.
• Involved in LDAP integration with Service Now for obtaining users and groups.
• Developed and managed application code, user interface & third party integrations via REST/SOAP API’s .
• Upgraded instance from Kingston to London.
• Customized Demand Management Process Flow and Integrated Demand Management with project portfolio Suite (PPS)
• Created Reports for PM’s where they can differentiate the projects based upon Planned and Actual Hours.Combined forecast hours and actual hours for Demands, Projects, and “Other” categories by Month. Filters by Manager, Director, Assignment Group, Project Manager.
• Worked on ITBM modules. Implemented Demand Management, Resource Management, Agile Development, Project Portfolio Management, Financial Planning, Test Management.
• Created a customized widget for the Project Status Report to make Visible on “portal “.
• InstalledAgile Development plugin and upgradedtoAgile Development 2.0 in London.
• Designed custom backlog backboards for Product manager and Scrummasters.

Confidential, Brentwood, TN

Service Now Developer

Responsibilities:

• Major responsibilities include coordinating, managing, and performing technical activities for Service Now modules &applications.
• Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in Service Now.
• Upgrading instance from Geneva to Helsinki.
• Implemented RESTFUL Web Services for integration of complex systems with leading 3rd party enterprise and legacy software products.
• Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in Service Now on PPM.
• Technical contributor for building Portal from legacy CMS site. Fuji CMS to Helsinki Portal
• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents
• Managed ITEC’s security policies, procedures & participated in security-related training.
• Experience in creating and configuring SLAs as per product requirements.
• Involved in LDAP integration with Service Now for obtaining users and groups.
• Experience with development of Service catalogs - catalog items, designing workflows and execution plans.
• Integrated AWS Config with the Service Now CMDB and Implemented efficient incident, problem and change management of services deployed Cloud Formation.
• Writing the Catalog client scripts and UI policies to make client-side changes
• Created ACL’s to grant access to specified users and managed the assignment rules.
• Developed new workflows and change management policies for Release management and Operations Automation.
• Setup & Administer Windows-based MID servers to run discovery on entire company software assets.
• Monitored ITIL Service delivery via process mapping audits and design procedures.
• Providing solution and standardized the ITSM process in bid management for to satisfy the customers.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Angular, CSS, and HTML5.
• Handling Day to day IM/PM and CM tickets according to the Priority & Business needs.
• Coordinate with Platform Management team, Incident management & developed SLAs.
• Designed Service catalogs, based on classification per Business needs: B2B, B2C & Mobile.
• Responsible for developing, evaluating & presenting weekly and monthly Change Management metrics to Executive Management.
• Developed monthly Change Cost Analysis reports of the clients to Executive Management Team.
• Developed a set of actionable and targeted change management plans - including communication plan, sponsor roadmap, coaching plan, training plan, SLAs and resistance management plan.
• Work with Product Teams to Integrate Change Management activities into the overall ITIL project plan.
• Exceptional understanding of Service Now functionality and ITIL processes which can be implemented in Service Now.

Confidential, Chicago, IL

Service Now Developer/Admin

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents
• Implementation of different modules of Service Now as per requirements in Six Sigma and ITIL process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs
• Upgrading instance from Eureka to Fuji.
• Upgrading instance from Fuji to Geneva.
• Developing integrations both inbound and outbound. SOAP & REST.
• Setting up Mid-Servers for outbound integrations.
• Created ACL’s to grant access to specified users and managing the assignment rules.
• Moving Update set’s from non-production to production.
• Cloning of production instances to non-production instances.
• Performing by weekly releases in production.
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Customizations in Service Now forms as per client's requirement.
• Involved in redesigning the workflows using Service Now workflow editor
• Worked on migration between various Service Now environments using Update Sets
• Worked on loading the data into Service Now using import sets
• Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in Service Now
• Involved in creating and configuring the SLAs as per the requirement
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
• Troubleshooting HPOO and SCOM agent related issues.
• User Interface - Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI
• Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for
• Service Now modules.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Involved in reconciliation of complicated workflows to simpler form.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5

Environment: ServiceNow, JavaScript, HTML 5, Windows 7, HTML, XML, JSP, JSF, Struts, CSS

Confidential

ServiceNow Administrator

Responsibilities:

• Establish and maintain high level of incident ownership.
• Supporting normalization of data in CMDB to support consistent and transparent reporting across the organization.
• Created notifications based on user requirements and configured inbound email actions to create Incidents on Request.
• Prepare Business Requirement Documentation for Service Desk Enhancement/Implementation in the requirement analysis phase of the SDLC.
• Analyze the nature of queries and customer problems and provided suitable solutions with satisfactory timescales based on SLA.
• Hands on experience in technical Implementation of Incident management, problem management, change management and service catalog.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Developed complex transform scripts to import data into theServiceNowDatabase.
• Engage in requirement gathering and documentation process.
• Coordinate project status update meetings documents and reports on issues to stakeholders, team members and executive management.
• Engage in weekly requirement grooming, story backlog process with process owners/team for Service Catalog, Service Portal, Change, and Problem management.
• Provide demo for clients or process owner to obtain sign off in UAT instance upon completed stories.
• Facilitate process design sessions to document detailed process flows.
• Translate functional user requirements into technical requirements.
• Liaison between IT, business requesters, and ServiceNow development team.
• Interacted with process and application owners to ensure that requirements are being satisfied.
• Provided timely information as required to aid training and communication.
• Provided support to development team throughout each release cycle.
• Coordinated with testing team to ensure defect free releases.