SUMMARY

• As ServiceNow Admin/Developer having around 6 years of experience in IT industry and around 1.5 years of extensive experience on implementing Change Management, Incident Management, Problem Management, Service Catalog, and Configuration Management. Expertise in Design, configure and develop ITSM Suite of applications.
• Experience in ITSM modules like Incident Management, Problem Management, Change Management and Service Catalogs.
• Experience in interacting with the clients, understanding their requirements, and providing the defect free solutions.
• Experience in creating and updating technical design documents for the implementations completed in ServiceNow.
• Hands - on experience in Client and Server-side scripting.
• Experience on creating UI policies, Data policies and UI Actions.
• Worked with ServiceNow support team to resolve incidents and fulfill Service Requests.
• Created Service Level Agreement definitions for incident and problem modules.
• Worked on creating Service Catalogs and the Workflows for the catalogs.
• Experience in creating import sets and transform maps to upload and transform the data.
• Expertise working with update sets.
• Worked on creating custom tables, modules, applications, and different dictionary related changes.
• Worked on setting up email notifications through events and table Insert/Updates.
• Experience in creating reports and schedule them for user/groups.
• Experience in creating dashboards, widgets and share them with different teams.
• Experience in creating Users, Groups, Roles and access management.
• Involved in upgrading ServiceNow instance.
• Have good functional knowledge in implementing Integrations using REST, SOAP.
• Experience in creating schedule jobs to run scripts as per the business requirements.
• Participated in sprint planning, scrum calls.
• Experience in working on Java/ J2EE technologies.
• Worked on different J2EE frame works like struts, Spring, Hibernate
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning.

TECHNICAL SKILLS

ServiceNow Platforms: Orlando, Paris, Quebec, Rome, San Diego

ServiceNow Skills: Service Catalogs, UI policies, client scripts, Data Policies, Access Control lists, Workflows, transform maps, UI actions, Script Include, Business Rules, Email Notifications

Programming Languages: SQL, C, JAVA, J2EE, Struts, JavaScript, Hibernate

Tools: Eclipse, SQL developer

Databases: Oracle 9i, 10g, MS SQL Server 2005/2008.

Operating Systems: Windows XP, 2000, Vista, Windows 7

Web/App Servers: Apache Tomcat, Web logic Server 8.1/9.2/10

PROFESSIONAL EXPERIENCE

Confidential, Richmond, VA

ServiceNow Admin/Developer

Responsibilities:

• Create new groups and adding users to the groups in ServiceNow.
• Work with ServiceNow support team to resolve issues and fulfill service requests.
• Create SLA definitions for incidents and problems
• Create and move update sets to different ServiceNow instances.
• Service Catalog (Request Item, Order Guide and Record Producer) has been created based on client requirements. Also, Workflow has been created to support the Approval workflow and task assignment.
• Create Transform Maps and Import Sets to load the user data in a table to automate the process.
• Create various front-end forms, and associated Client Scripts, UI policies, UI Actions.
• Manage Access Control Lists and scripts like server side scripts and client side Scripts
• Create reports and schedule them.
• Create Dashboards, widgets and share them with the required users.
• Setup email notifications through events.
• Documented all implementations and best practices defined within team.
• Create Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Coordinate upgrades and changes to ServiceNow instance.
• Configuring the CI’s Using Discovery and updating the CMDB.
• Prepared Test cases, Test Plans, Test Strategy for all testing of new modules and migration.
• Participated in Requirements gathering and analyzed Requirements.

Confidential, Tampa, Florida

ServiceNow Admin/ Developer

Responsibilities:

• Creating and customize 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.
• Creating new groups and adding users to the groups in ServiceNow.
• Resolve Incidents and fulfill day to day Service Requests.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created Applications, Modules, tables, Columns as per the requirement specification in ServiceNow.
• Customer / vendor meetings, reporting’s documentation and providing user trainings.
• Integrated ServiceNow with other systems and customization.
• Part of ServiceNow instance upgrades.
• Creation of Email Notifications through events and Inbound Actions.
• Customizations Migration between Instances using Update Set.
• Imported data through Excel, JDBC data source and created transform maps.
• Created Scheduled jobs to run different scripts bases on the business requirements.
• Experience in Communicating with external web services using SOAP Messages and REST.

Environment: Client Scripting, Server Side Scripting, Service Catalogs, ServiceNow (incident, problem, change), Java scripts.

Confidential, Tampa, Florida

Java Developer

Responsibilities:

• Generating various critical Complex Graphic Charts for representing report data for performance of the organization in each period.
• Involved in developing forms using HTML and performing client-side validations using JavaScript.
• Forms were designed for user interaction using JSP, JavaScript, HTML.
• Implemented Database access through JDBC mechanisms.
• Designed SQL queries and Stored Procedures for data accessing.
• Involved in the team discussions regarding the modelling, architectural and performance issues.
• Using the UML methodology, developed Use Case Diagrams, Class Diagrams, and Sequence Diagrams to represent the dynamic view of the system developed in Visual Paradigm.
• Coding accordance to functional requirement.
• Used the JDBC for data retrieval from the database for various inquiries.
• Analysed defects and fixed problems and involved in peer review of test results.
• Involved in writing JUnit Test Cases.
• Used JavaScript for client-side validation.

Environment: J2EE, Struts, Hibernate, Web Services, HTML, CSS, JSP,JavaScript, MS SQL Server 2008, JDBC, Junit.

Confidential, Wilmington, DE

Support Analyst

Responsibilities:

• Handled critical incidents and service requests.
• Analyze and identify the root cause for the problem tickets.
• Created root cause analysis document and sop’s for repetitive incidents.
• Involved in change deployments and helped in creating change tickets.
• Completed minor enhancements using java, J2EE technologies
• Provided Written use cases and testcases for Unit testing.
• Assist business during UAT testing.
• UsedGIT for version control across common source code used by developers.
• Used Log4j to capture the log that includes runtime exceptions and debug.
• Worked on application deployment and maintenance reporting and checking the Server logs.
• Involved in Code Reviews, Defect Fixing and knowledge transfer.

Environment: CoreJava, J2EE, Spring, HTML, CSS, JSP, JavaScript, angular JS, Oracle, JDBC, Junit.