SUMMARY

• Over 8+ years of experience as an IT Professional, including 7+ years of experience as a ServiceNow Suite developer and Administrator experience in the Technical implementation of various ServiceNow Modules.
• Certified in ITIL, Certified ServiceNow System Administrator.
• I specializes in IT Service Management (ITSM), IT Operations Management (ITOM), and IT Business Management (ITBM).
• Good oral and written Communication Skills with Technical and Non - Technical staff including translation of business requirements and development of Technical Documentation.
• Experience includes advanced knowledge, understanding, and implementation experience with ServiceNow IT Asset Management, CMDB, Discovery, Orchestration, and Service Catalog solutions
• Angular JS, JSON, Jelly, JavaScript & Integration with 3rd party tools.
• Strong understanding of ITIL/ITSM V3 processes.
• I Worked on DISCOVERY and set up MID Servers and checked for the connectivity.
• Expertise in JavaScript, debugging, optimizing the performance and working of UI scripts, and UI Policies, Client Scripts, Catalog Client Scripts, Server Side Scripting (Business Rules/Script Include) and Server/Client API
• ServiceNow Analyst with experience in implementing end-to-end Service Catalog, Service Portal, Incident Management, Configuration & Asset Management, Change Management, Knowledge Management, and Release Management.
• Implemented and migrated Demand, Portfolio, Project Resource Management. Established Time Tracking, Reporting Business Objects/Crystal Reports, Divisional Partition Model with Intra-Divisional Partitions, and Custom Processes.
• Working with different modules such as Incident Management, Service Catalog, Problem Management, Change Management, Project Management, Configuration Management
• Configured Cloud PPM to align with customer’s business processes.
• Performed PPM Business Analyst, Project Lead, Onsite, and Offshore co-coordinator in PPM implementation and support project.
• Experience in integrating ServiceNow with other IT systems, implementation of Discovery on remote desktops, and developing code for the mid-tier servers.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem-solving ability, Analytical and Programming skills in High speed, Quality conscious, and Multi-tasked environment.
• Excellent hands-on Configuration and customization of Help Desk, Change/Incident/Problem Management Modules including Business Rules, Dictionary Overrides, UI Policies, and UI Actions
• Working experience in creating workflows for Service Catalog items in ServiceNow
• Maintained the integration of database and CMDB through the MID Server, Schedule jobs, Import Sets, and Transform maps.
• Proficient in activities like Creating Users, Roles, Groups and updating the user and group table records, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Processes.
• Performed Discovery Customizations including the transformation of class data and restructuring discovery zone coverage for multiple problems.
• Tracked and reported on project portfolio performance PPM, providing a real-time, comprehensive, and prioritized view of all projects.
• Integration of Web Service through SOAP and REST services.
• Experience Working on Service Catalog Request and Workflow Design and Configuration.
• Configure Service Portal for Customer Service management process.

TECHNICAL SKILLS

Programming Languages: Angular Js, Jelly Script, JQuery, Java

Platforms: ServiceNow, HP Service Manager, SDLC

Web Technologies: HTML, CSS, JavaScript, jQuery, Ajax, XML, PHP, JSON

Databases Modules: ITIL,ITSM,CMDB,ITOM,ITBM

Other Tools: Eclipse, QTP, Crystal Reports, SQL Developer, Microsoft Visual Studio, MS Office, Client Script/Calling server-side, code using Glide Ajax in Client Script

PROFESSIONAL EXPERIENCE

Confidential

Sr. ServiceNow Developer

Responsibilities:

• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Worked in different roles from individual contributor to Technical Leader and currently being a Scrum Master as well as Developer.
• Designing and implementing new functionality using Business Rules, workflows, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Java script, Angular, Service portal, and Access Control Lists. Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities.
• Involved in reviewing the requirements and designing of the workflows in ServiceNow.
• Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
• Performed PPM Business Analyst, Project Lead, Onsite, and Offshore coordinator in PPM implementation and support project.
• Discussing the business requirements with clients and documenting them into process requests.
• Testing with many global clients in the ServiceNow suite development including SOAP/REST Integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.
• A ServiceNow expert with experience in implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM), Change Management, and Release Management.
• Implementation, Customization, and Maintenance of (ITIL) modules such as Incident, Change, Problem, Knowledge, Service Catalog, (ITSM) in ServiceNow.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on the integration of ServiceNow with third-party applications, integrated Service Catalog, and Incident module.
• Worked on the change management module by enhancing the tool to the stakeholders and making it easy to understand.
• Good knowledge of Single Sign-on and event-based integrations.
• Writing Catalog client scripts and UI policies to make client-side changes.
• Creating the UI pages to use them in catalog items.
• Performed Load, manipulate and maintain data between ServiceNow and other systems
• Manage and coordinate activities during the overall ticket of lifecycle in incident and problem management.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Involved in the reconciling process of CMDB Data in ServiceNow with Back end systems.
• ServiceNow modules/appl. implemented and integrated: Incident, Problem, Change, CMDB, Asset Management, ITSM, Discovery, MID Server, Service Catalog, Knowledge, Reports, Security Operations, LDAP, JDBC, SSO, REST API, etc.

Confidential, Austin, Texas

Sr ServiceNow Developer

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
• Discussing the business requirements with clients and documenting them into process requests.
• Used semantic HTML5, well-supported CSS3, and JavaScript to create rich, responsive experiences for our client; Websites and applications, optimized for their users.
• Expert knowledge of the (ServiceNow (ITBM) Products; PPM, Demand Management, Resource) Management, Agile Development, and Application Portfolio Management
• Also worked on Timecard Management, Agile, SAFe, APM, Financial Management, Business Management, and Common Services Data Model.
• Assist pre-sales team with scoping services engagements typically involving ServiceNow (ITBM) products and complex integrations with client applications/systems.
• A ServiceNow expert with experience in implementing end-to-end Service Catalog, Incident Management, Configuration Management (ITCM), Change Management, and Release Management.
• Implementation, Customization, and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, ITBM in ServiceNow.
• Made basic configuration changes to the UI using Branding Editor and other components of Service Portal. Edited and extended portals, pages, and widgets.
• Diligently and accurately track and record all time and keep calendar up to date with scheduled activities.
• Used tools provided in Widget Editor to write AngularJS, SCSS, and JavaScript to power a portal.
• Created rich web applications right on the ServiceNow platform.
• Working on creation and customization of complex workflows and custom workflow activities.
• Worked with transform maps, data sources, and different transform scripts for data loads and management.
• Consultancy advising, designing, and developing web solutions for industry leaders in ServiceNow and their clients.
• Utilizing Service Now’s Service Portal platform, while implementing several new business and client-facing web and mobile applications.
• Implemented ServiceNow Discovery to populate the CMDB and make ServiceNow CMDB the true source of data.
• This includes developing and implementing remediation plans to fix discovery issues that caused failure for some of the devices in the network and establish the relationship between CIs in the CMDB.
• Develop processes to identify assets from contract initiation/point of purchase to ensure the assets are properly tagged and entered into the asset management system.
• Strong understanding of Configuration Management from a business process and technical perspective.
• Work with process owners for Asset Management, Purchasing, and Business Management (ITBM) to understand current processes and procedures and provide solutions using ITSM.
• I designed and built the entire ServiceNow Release Management suite, configured products, features, release, tasks, scrum integration, approvals, workflow, and phases.
• Define the release management processes, roles, and responsibilities, and gather the business requirements.

Confidential, New York

ServiceNow Administrator

Responsibilities:

• Worked In-depth knowledge of technical implementation on various modules of ServiceNow, like Incident Management, Problem Management, Change Management, Configuration Management
• Designed and developed generic workflow in Service Catalog which now serves as a back-end workflow for more than 100 catalog items.
• Worked on Service Portal Phase 1A project which includes creation and management of a foundation layer that support multiple "Service groups, Service families, Business services, Service offerings, Service Components and Service Desk associates with a Service Offering, Service Portal solutions which also provide more personalized Service Catalog based on the user access as well as flexibility to report and issue/incident against a Service Offering.
• Gathered requirements, solution design, analysis, development, testing, integration, and deployment.
• Developed and managed application code, user interface,and third-party integration including SSO & LDAP.
• Implemented ServiceNow ITSM - Incident, Problem, Change, PPM, CMDB, Discovery, ITAM, SAM.
• Developed application UI, workflow, client scripts, business rules, data sources, import & update sets.
• Worked with different SACM and SLM user requirements from the process perspective of a Service Management System (SMS), implemented by BMS Enterprise Services and used by the Service Delivery and Support functions, including Strategic Service Providers, in various global locations.
• Worked on CMDB and Asset management and performed data migration to import data from other applications and external databases.
• Implemented around 30 Service Catalog items for Shared services catering to different affiliates
• Worked on enhancements for Incident Management like Critical alarm handling and On-Call Scheduling modules.

Confidential, New York

Java UI Developer

Responsibilities:

• Worked on the latest JavaScript framework, AngularJS and responsive design frameworks like Bootstrap.
• Involved in designing the user interfaces using JSP.
• Developed common reusable components libraries (CRUD Staffing) to be reused in different projects throughout the company's IT team using GWT, spring data, JPA.
• It involves a new look and feel of the site and more optimized use of the MVC framework.
• It involves the development of UI and integration of UI with Automated Test Cases using spring MVC.
• I have worked in both adaptive and responsive web design patterns.
• Also worked on the development of a web-based tool with UI to select and execute the automated Test Scenarios and to display the result for different applications.
• Experience in using databases, the SQL language, and the principles of data normalization
• Experience in web design within accessibility guidelines
• Extensively used JDBC APIs for database connectivity and data retrieval.
• Developed Application using Velocity framework, JSP, JSTL, struts tag libraries (struts-bean, struts-html, struts-logic), CSS, spring framework, Java, JavaScript, Ajax, HTML/DHTML for front-end development.
• Wrote Perl programs to archive the log files daily to enable faster troubleshooting.
• Developed user interface using JSP, HTML, XHTML, and JavaScript to simplify complexities of application.
• Created Real-time Reporting systems and dashboards using Adobe Flex, XML, MySQL, and Perl.
• Involved in development, design, and implementation of the front-end part of the widget-based application using HTML5, CSS3, jQuery, JavaScript, AJAX, JSON, Angular.Js, and Node.Js Bootstrap.
• Used CSS media queries and bootstrap to support Responsive development.
• Used jQuery plugins autocomplete, validation, drag, and drop, and more exceptionally.
• Developed a dynamic and secure front-end that consumes our API using Angular.js.
• Involved in implementing MVC patterns using Angular.Js, Node.Js, JSF, and Spring Controller.
• Implemented functionally using Servlet, JSP, Struts Framework, Hibernate, Spring, and WebLogic.
• Wrote jQuery function while implementing various UI Screens across the whole web application (both consumer-facing as well as internal application).
• Used DOM parser to parse the XML documents and XSLT for transformations.
• Designed and modified User Interfaces using JSP, JavaScript, CSS, and jQuery.
• Developed JSP pages for presentation layer (UI) using Struts with client-side validations using Struts Validator framework/ JavaScript.
• Key Accomplishments: Core JAVA, PERL, HTML, CSS, SHELL SCRIPT, ANGULAR JS, BOOTSTRAP, RESPONSIVE DESIGN, PHP, JavaScript, Ajax.