SUMMARY

• Over 8+ years experience in providing ITIL and IT Service Management Solutions in IT infrastructure with expertise in the ITSM suite (serviceNow) as a serviceNow Consultant.
• Configured Applications using serviceNow tool used in ITIL Management.
• Deep functional and technical knowledge of the serviceNow platform as well as experience in delivering medium to large - scale serviceNow implementations.
• Experience in designing and implementing Incident Management, Problem Management, Change Management, Asset Management and Service Catalog.
• Experienced in serviceNow platform as both Developer and Administrator.
• Developing Java Scripts and configuring workflows to implement additional features, customizations and enable the process flows.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Worked on IDE's like Eclipse, Microsoft visual studio.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Experience in Manipulating, Loading and maintaining data between serviceNow and other systems.
• Adept at Angular JS to build Single Page Applications (SPA's), Bootstrap to build functional design, layout and Responsive web design.
• Strong development experience and professional HTML5, CSS/ CSS3, JS and JQUERY and various Java and JavaScript design patterns, Web Services.
• Collaborated with team on implementing in Software Life Cycle phases like AGILE and estimating the timelines for projects.
• Familiar with Cross Browser Compatibility issues and Optimization for web.
• Familiar with Software Manual and Automation Testing.
• Highly motivated, reliable analytical problem solver and troubleshooter with strong attention to detail.
• Demonstrated ability to complete projects in deadline oriented environments.
• Highly curious and passionate to learn about technologies.
• Adept at promptly and thoroughly mastering them with a keen awareness of new industry developments and the evolution of programming solutions.
• Explored various emerging JavaScript technologies such as Angular.js for future product and feature development.
• Ability to work in a collaborative team-environment and communicate status to both technical and non-technical project members.

TECHNICAL SKILLS

• ServiceNow
• JavaScript
• Glide Script
• Jelly Script
• Angular JS
• Angular JS2
• ServiceNow Orchestration
• XML
• HTML
• CSS
• Bootstrap
• Web services
• JDBC
• FTP
• SFTP
• LDAP
• SSO
• SOAP
• REST protocols
• XML
• HTML
• Java
• JavaScript
• Excel VBA
• VB Script
• Oracle 9i/10g/11g
• SQL Server- 2000/2005/2012
• MySQL 5.0/4.1
• MS Access
• Windows
• UNIX
• Linux

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer

Responsibilities:

• Developed solutions in the ServiceNow platform that are ITIL V3compliant and defined business solutions for ITIL users.
• As a part of support activity resolved incidents by provided with proper root cause investigation.
• Perform day to day administration of the ServiceNow tool. Maintain business services and configuration item relationships in ServiceNow tool.
• Designed and implemented new functionality using UI Policies and Data Policy.
• Developed front-end UI pages and necessary backend classes to support data access and user authorization.
• Designed many email templates by using HTML, XML and Jelly Scripting and used them in notifications.
• Responsible for creating various workflows for Incident Management, Asset Management, and Change Requests.
• Manage all problems in accordance with the Problem & Change Management process.
• Developed a change management strategy based on a situational awareness of the details of the change and the groups being impacted by the change.
• Worked with Reporting Coordinator Role to help understand and develop ways to report metrics for Incident, Change and problem management.
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation of ServiceNow upgrades and/or service packs.
• Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Developed and implemented change management procedures to successfully achieve business, schedule, and budget objectives
• Worked on the things related to ServiceNow Automation, CMDB population, Security & Roles
• Generating weekly reports and metrics for IT management.
• Created transform maps both automatic field mapping and scripting.
• Efficient in using Microsoft SCCM integration 4.1.0 plugin in integrating Microsoft SCCM 2012 starting with Fuji release.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Worked with database team for designing, developing, implementing & supported QlikView dashboards.
• Troubleshoot and resolve incidents related to mobile device connectivity to the network and synchronization with the company's email and calendar environment.

Environment: serviceNow Istanbul, Windows 10, XML, Oracle 11g, Toad, SQL, AJAX, Cloud service, jQuery, UNIX, JavaScript, XML, HTML 5, jQuery, SCCM, DISCOVERY.

Confidential

ServiceNow Administrator/Developer

Responsibilities:

• Gathered the requirements and assisted the management in documentation phase. Suggested and guided them to follow certain process.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, knowledge, Service Catalog, CMDB in ServiceNow.
• Performed platform configurations by changing the Company Name, logo, and color theme to reflect the corporate brand.
• Integrated ServiceNow Dev instance with the existing LDAP and Single Sign-On (SSO) solution.
• Assigned the roles to the group and users and created customized roles as per the requirement.
• Created customized Control, Indicator and indicator task forms and configured the fields and functions related.
• Removed and added the fields and configured with the dropdown choice list, pick list, etc., as per the requirement.
• Worked on HR cases, created notifications for HR services.
• Involved in development of several UI Pages and service portal and HR portal.
• Experience in running HR reports to view the status of HR cases, track them, and intervene where required, to improve overall efficiency and effectiveness.
• Development of Service catalog which includes creating new catalog items, HR case module, designing workflows and execution plans.
• Robust experience on scripting, both server and client-side scripting.
• Used Client scripts, Business Rules, UI Actions, UI Policies, Script Includes and Transform Maps.
• Involved in using the Access Control List (ACL) to restrict and give section access to the users.
• Configured the Email notifications, inbound and outbound. And given the desired conditions as to when the email needs to trigger and who receives it.
• Customized to each person's task whether a control owner, tester or a reviewer.
• Experience in using the Application Programming Interface (API) that provide the classes and methods which were used in scripts to define functionality.
• Managed imports of CI Application/Infrastructure data within the CMDB tables in ServiceNow.
• Implemented CMDB Bi-directional Web Services integration. It involves consuming
• Restful web services, publishing SOAP web services, using Business Rules, Script Includes
• UI Actions and other ServiceNow scripting modules to support data synchronization and business logic.
• MySQL queries to get data to be filtered out from the database.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, expertise in troubleshooting Discovery tool.
• Involved in writing Catalog client scripts and UI policies to make client side changes.
• Involved in giving demos on ServiceNow and gathering requirements from Client.
• Involved in development of Servicecatalog which includes creating new catalog items, Order guides, designing workflows for SAM and HAM.
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, HAM, SAM,ServiceCatalog and CMDB
• Was point of contact for all Integration issues related to ServiceNow.

Environment: CMDB, ServiceNow, CSS, JavaScript, HTML, SOAP, JSON, XML, Agile, AJAX, Shell scripting, Integrations, ITIL, Web services.

Confidential

ServiceNow Developer

Responsibilities:

• Configure and customize Incident Management and Problem Management applications to meet Business Requirements
• Designed and implemented custom UI for lab users using Angular JS, JavaScript and HTM.
• Designed and implemented custom classes for enabling dynamic Inbound REST calls which was not provided by ServiceNow
• Create Order Guides according to the client requirement.
• Maintained and administered the implemented instance of ServiceNow modules including: Incident, Change, Problem, and service Catalog.
• Writing Business Rules, Client Scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Create and load catalog items and record producers.
• Developed a website using Java Servlets and REST Web services for the credit card payment through PayPal API
• Worked on the latest release Istanbul which is the advanced release and discovered ServiceNow upgrades
• Worked on customizing user interface including forms, lists and created record producers for incident and change management in Helsinki and Istanbul version
• Created various front-end forms, and associated Client Scripts, UI Policies, including advanced customizations that require modifications of UI Pages/Macros.
• Build reports, gauges and home pages.
• Helped customer realize business value from CA Clarity PPM tool.
• Designed and implemented PPM solutions for Project Management, Portfolio Management, Financial Management, Time Management,
• Define processes to monitor and evaluate the performance of key Portfolio components. Analyzing risks and benefits during "Phase Gate reviews"
• Optimize and Balance the Portfolio for performance and value delivery.
• Evaluate Trade-offs of Portfolio objectives- balancing of short-term goals against long-term goals.
• Create and use update sets to move customization between systems.
• Search, populate and customize the knowledge base.
• Involved in providing Implementation and production support for service Catalog, Asset Management, Knowledge Management modules.
• Integrated Twilio with ServiceNow for Voice Alert Notification using REST API.
• Handles incident resolution for ServiceNow instances and tenants including troubleshooting and patching.
• Assisted in enforcement of development deadlines and schedules.
• Managed users and groups access rights, business rules, global controls and scripting.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Developed operational requirements documentation and train operational staff to maintain solution.

Confidential

Java developer

Responsibilities:

• Prepared a detailed plan for the design and development of the above modules having considered the dependencies on other
• Development Centers, Contingencies, Resources and time based on the complexity of each sub task
• Understood the existing Auto Quote Purchase project requirements of post purchase flow in Auto Insurance.
• Sent system generated Welcome Email to customers after the purchase of policy having the links to the Customer Temp ID and Binder.
• Used a service to manage the Temporary Storage of the documents to provide the Customer the capability to view, edit and delete the document before purchase of the policy
• Stored the documents in permanent storage after purchase and delete the records from the temp storage
• Implemented the SEED Framework to create different Temp ID and Binders based on the states selected and finally to update the databases
• Developed User Interface for all Line of Business (LOB) to create, upload, store and email the supporting docs
• Developed a SOAP Based Web Service to update the various status, keys related to customer in the database whenever it gets invoked by the various
• User Interface and legacy systems
• Performed the workstation set up for developing the project
• Created the web service which gets redirected using the ESB Mule Server.
• Implemented the various Operations of the Auto Background Listener to update the request Database with the corresponding fields
• Used the Background Listener framework methods to update the Auto related fields in the database
• Created an utility service which passes the beans and other metadata to create an xml document which we can send it to the web service to create the PDF files required to be uploaded by the Customer
• Understood the interface of the Communication Processing Service, populated the values based on the line of business and returned the Produced Artifact to be uploaded and stored

Environment: Spring Web Flow, Spring 3 MVC Framework, SOAP Based Web services, request DB, Jenkins, Tomcat with Apache HTTP Load Balancer, JPA, Hibernate, SFX tags, SEED Framework, Junit.

Confidential

Java Developer

Responsibilities:

• Analyzing business requirements along with team lead.
• Designed necessary backend Java classes to support data access and user authorization.
• Implemented MVC Architecture using Struts Framework.
• Involved in the coding of generating the Actions, Action Forms.
• Wrote Client side validation using Struts Validate framework and JavaScript.
• Wrote unit test cases for different modules and resolved the test findings
• Developed various daily jobs using PL/SQL stored procedure to update notification status in multiple tables.
• Created WSDL and REST based Web services for adding, modifying and deleting trading partners.
• Debugged and enhanced performance of the web application.
• Developed high quality software solutions that satisfy our customers' needs.
• Created technical specifications and use cases.
• Used agile development practices and work in short iterations to deliver a continuous flow of the most important and valuable features.