SUMMARY

• 8+ years of IT infrastructure management expertise, with knowledge of multiple IT implementation frameworks, including ServiceNow. Development, Administration, and Consulting are all included.
• Knowledge of Cherwell, HPSM, and Microsoft Service Manager, as well as BMC Remedy Service Now market - leading technologies.
• Development of web applications with JavaScript, Jelly Scripting, jQuery, Angular JS, and Bootstrap.
• Strong knowledge of modules such as Incident, Problem, Change, Knowledge, Service Catalogs or SRMS, Discovery CMDB, Hardware Asset Management, Time Card, Test Management, and Performance Analytics, among others.
• Extensive experience with ITIL Process Configuration in ServiceNow, including Incident and Problem Management, Knowledge Management, Reporting, and Gauges.
• Comprehensive understanding of the Software Development Life Cycle (SDLC) for corporate applications at all stages.
• Knowledge and understanding of all ITOM modules. (Service Mapping, Discovery, Orchestration, and Event Management)
• In-depth knowledge of ServiceNow Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts, and Validations Scripts.
• Hands-on experience configuring SLAs for various ITIL processes to meet client needs.
• Functional knowledge of IT Service Management (ITSM) frameworks and implementation experience, as well as demonstrated project management skills and experience working directly with customers and clients.
• ITSM framework functional understanding and implementation experience.

TECHNICAL SKILLS

ITSM Tools: Service-Now, ITSM Suite, Project Management ITOM HP Service Manager, HP Asset Manager, BMC Remedy

Programming Languages: Java, C, C#, HTML, XML, Angular.js, JavaScript, J2EE, JSP, Agile, Servlets, Struts, Spring, Hibernate, JNDI, JMS, JSON

Scripting Libraries: jQuery, JavaScript, Python, Ruby, Java Script, Apache Jelly, Angular, Knockout

ServiceNow Versions: Geneva, Helsinki, Istanbul, Jakarta, Kingston, London, Madrid, New York, Orlando and Paris.

ServiceNow Modules: Incident, Problem, Change, Knowledge, Service catalog, CMDB, Webservices.

Databases: MySQL, SQL Server 2012, Oracle 11g

Web Technologies: HTML 5, CSS, ASP.NET, Web Services, MVC, REST Web API.

Application Servers: IIS 6, Apache Tomcat, Web logic.

PROFESSIONAL EXPERIENCE

Confidential - Glendale, AZ

ServiceNow Lead

Responsibilities:

• Used JavaScript code to create and customise Business Rules, Script Includes, UI Policies, Catalog Client Scripts, and Client Scripts, among other things, for customising various processes.
• Assisted with ServiceNow modules such as Incident Management, Change Management, Service Catalog, and a few custom apps.
• Worked on email notification and alert configuration to notify users about certain system activity.
• Set up user accounts, groups, and roles, as well as generating and updating catalogue items.
• Contributed to the establishment of ServiceNow reports and dashboards.
• Using ServiceNow, created a Service Portal for service requests, report issues, and status reporting.
• Assisted with the production of automated incident tickets using a custom Inbound Email Action on Incidents.
• Worked on integrating ServiceNow with an LDAP server to get information about users, roles, and groups.
• Used Excel sheets to create several Import sets and Transform maps for data uploads.
• Worked on upgrading a service now instance from Istanbul Patch 3 to Kingston. I worked on the faults that arose as a result of the upgrade and corrected them.
• Contributed to the customization of forms for the ITIL procedures of Incident, Change, and Problem Management.
• Used JavaScript, Angular, CSS, and HTML5 to configure numerous Catalog Items Front-end web / GUI components.
• Worked on CMDB, SCCM Integration, Discovery, and other external module integration.
• Assisted with end-to-end integrations of several third-party monitoring tools. I assisted the team with the integrations workflow.
• Environment: ServiceNow Istanbul, Python, Service Portal, ESS, JavaScript, Ajax, HTML.

Confidential, Madison, WI

Service Now Developer

Responsibilities:

• Worked on various modules of ServiceNow like Incident management, Change management, Problem, management, Service Catalog, User Administration, Reporting and Discovery.
• Involved in implementing ITOM discovery and Service mapping, experience with error correction.
• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Worked on all the ITSM modules, Orchestration, Procurement, CAB meetings, Implementations.
• Worked with Orchestration which enables an IT organization to automate complex tasks on remote tasks.
• Designed many catalog items out of which few catalog items involve integration using SOAP Web services, Restful API.
• Performed integrations and process automations using ServiceNow Orchestration or other mechanisms.
• Developed solutions in the service-now platform that are ITIL V3compliant and defined business solutions for ITIL users.
• Worked on Service Mapping to define business services, troubleshoot the discovery and mapping process as well as create new discovery patterns.
• Worked on Business Service mapping and wrote scripts in the sensors to map CI's so that the end user can have a graphical representation of CI's and their relationship through BSM.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Worked on Service Now scripts by using JavaScript also used Angular JS for creating UI Scripts.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Written Business Rules, Script Includes, Client scripts, UI Policies and UI Actions to customize the instance and catalog items as per Business needs.
• Generating weekly reports and metrics for IT management.
• Provide training on service-now process, operations and capability to all required teams.
• Involved in production support for all the Service-Now related issues.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Environment: ServiceNow Eureka/Dublin, Windows 11, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX and fix bugs in incident, problem and change management.

Confidential, Jacksonville, FL

ETL/ ServiceNow Developer

Responsibilities:

• Developed the forms, workflows and sync between Problem, Incident and Change with CMDB.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Created UI Pages, Macros for CMS using AngularJS, HTML and CSS.
• Gathered requirement from stakeholders for attributes needed to develop Service Catalog items.
• Worked with clients to access current state process and tools, defined ServiceNow requirements developed and configured the service platform.
• Held the role of an ETL developer, with responsibilities of creating Data Stage jobs and UNIX shell scripts from specifications as provided by the client.
• Monitored and fixed issues in existing jobs, provided on-call support for failures in PRD and have given extended support during monthly production releases.
• Able to create Source to Target Mappings, ETL design documents, Test cases and Data Stage Sequences.
• Developed jobs with various stages like Sequential file, Complex Flat file, Hash file, Oracle Connector, Teradata connector, ODBC connector, Aggregator, Transformer, Joiner, Remove Duplicates, Change Capture, Funnel, Filter, Copy, Sort, Container, Merge, etc., in Data Stage.
• Extensively used Data Stage Tools like Info sphere Data Stage Designer, Info sphere Data Stage Director for developing jobs and to view log files for execution errors.
• Have independently worked on various ETL projects from the designing phase till the release phase.
• Some of the independently worked projects at HPHC include Optum Informatics, ETG/PEG, Edifices, ICD -10, NDM.
• Knowledge of Teradata Database, Teradata BTEQ scripts, Teradata utilities such as TPump, fast load, fast export.
• Demonstrated the stakeholders about the connect support in Helsinki and configured different chat queues. Construction of UIs using jQuery, Bootstrap and JavaScript.
• Have worked on Change management tool Harvest in promoting code from DEV to UAT/PRD
• Held the responsibility of sending weekly reports of the team to the on-site manager, have worked on Remedy Tool.

Confidential

ETL Developer

Responsibilities:

• Designed, Developed and Supported ETL Process for data migration with Informatica.
• Created complex mappings which involved Slowly Changing Dimensions, implementation of Business Logic and capturing the deleted records in the source systems.
• Worked extensively with the connected lookup Transformations using dynamic cache.
• Written shell scripts for dynamic generation of Parameter Files and controlling the ETL flow.
• Used EXPLAIN PLAN, Collect Statistics for performance analysis, monitoring and query tuning.
• Used Teradata utilities like BTEQ, Fast Export, Fast Load, Multi Load to export and load data to/from different source systems including flat files.
• Preparing the test environments, Test results, tracking of bugs.
• Documentation on Migration process, Test cases and ETL Run Book.
• Performed Unit testing, Integration Testing and generating of test cases for web applications using Junit and Python Unit test framework.
• Giving support to Hadoop team for dependent jobs.
• Implemented Email task for session and workflow failure. It was used to notify the support team in case of any failure.
• Developed UNIX Shell Scripts for running Informatica workflows and sessions (pmcmd commands), File manipulations and NDM utility program.
• Worked in Agile development methodology environment and Interacted with the users, Business Analysts for collecting, understanding the business requirements.
• Worked on building the ETL architecture and Source to Target mapping to load data into Data warehouse.
• Involved in the installation and configuration of Informatica Power Center 10.1 and evaluated Partition concepts in Power Center 10.1
• Developed various mappings using Mapping Designer and worked with Aggregator, Lookup, Filter, Router, Joiner, Source Qualifier, Expression, Stored Procedure, Sorter and Sequence Generator transformations.
• Created stored procedures, views, user defined functions and common table expressions.
• Generated underlying data for the reports through SSIS exported cleaned data from Excel Spreadsheets, Text file, MS Access and CSV files to data warehouse.
• Managed the Metadata associated with the ETL processes used to populate the Data Warehouse.
• Involved in IDS Services like building Business logics, analyzing the structure and data quality, creating a single view of data etc.
• Worked on Informatica cloud for creating source and target objects, developed source to target mappings.
• Involved in importing the existing Power center workflows as Informatica Cloud Service tasks by utilizing Informatica Cloud Integration.
• Hands on experience in tuning mappings, identifying and resolving performance bottlenecks in various levels like sources, targets, mappings, and sessions.
• Working in Agile space gave an advantage learning different kinds of Test strategies like Functional, Regression and Integration testing.