SUMMARY

• 8 years of professional IT experience and 6 years of experience in ServiceNow platform as both Developer and Administrator.
• Experience in designing and implementing Incident Management, Problem Management, Change Management, Asset Management and Service Catalog.
• Development and Customization of Incident, Problem and Change management applications per ITIL processes and policies.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Developing Java Scripts and configuring workflows to implement additional features, customizations and enable the process flows.
• Supporting PowerShell script in workflows.
• Expertise in developing and maintaining Service catalog items.
• Extensively worked with Dublin and Eureka releases of Service Now with strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions using the knowledge in ITSM tool and ITIL processes.
• Demonstrated project management skills and experience working directly with customers and clients.
• Actively involved in integration using Rest and SOAP API for 3rd party and internal environment in servicenow.
• Experience on GRC Framework with his installation of Risk Assessment scenarios
• Worked in configuring ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.
• Experience in SaaS software configuration and development using Web Services and Simple Object Access Protocol, XML/RPC, and AJAX.
• Service Now discovery configuration to populate CMDB.
• Experience in preparing Design document, Flow diagram, Class & Sequence diagrams for an application.
• Mid Server Process Configuration for Windows & Linux, Workflows, Configuration Management Database (CMDB)
• Good Knowledge of CMDB and IT Asset Management Services (ITAM)
• Well experience in software analysis, design, development of web centric, object oriented enterprise applications using Java/J2EE technologies.
• Worked on Risk management to provide security based service to the client.
• Well experienced in MVC architecture, Struts, JSF2, Spring MVC including Validations and business flow of applications.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM.
• Extensive knowledge in database transactions management for database related changes by integrating JDBC, Hibernate with spring.
• Was involved in the design and development of Presentation Tier using JSP, HTML, DHTML, XHTML CSS and JavaScript, Angular JS and AJAX.
• Used application servers like WebLogic, WebSphere, JBoss and Tomcat servers based on the client requirements and project specifications.
• Expertise in implementing spring framework for Dependency Injection, support for the Data Access Object (DAO) pattern and integration with Hibernate as well as Struts.
• Expertise in using IDE like Eclipse and NetBeans for debugging and coding standards.
• An effective communicator with excellent relationship building & interpersonal skills. Strong problem solving& organizational abilities. Good in leading, mentoring, coaching, and motivating team to deliver the best result. Authorized to work in the US for any employer.
• Well versed in reaching project goals using agile methodologies like Scrum.
• Good Communication and Technical Document Writing skills.

TECHNICAL SKILLS

Programming Languages: C, C++, Java, SQL, PL/SQL,.NET

Scripting Languages: JavaScript, VB Script, AngularJS, NodeJS

Databases/Tools: SQL Server, Oracle 9i/10g, ServiceNow, Manage Engine(ITSM Tool)

Web Application Technologies: HTML, XML 1.0, JavaScript 1.x, JQuery 1.x, CSS 2.1, Web Services.

Testing Tools: Quick Test Pro (QTP), Rational Clear Quest, Selenium.

Operating System: Windows, UNIX, Linux

Servicenow versions: Rome, Quebec, Paris, Orlando, New York

PROFESSIONAL EXPERIENCE

Confidential, Dallas TX

Sr. SERVICENOW DEVELOPER/ADMIN

Responsibilities:

• Responsible for variousworkflows for Incident Management, Change Management, Service Requestsand SLA's.
• DeployedServiceNow Customizationsas per client's requirement.
• Involved in Designing, Development and Implementation of Service Portals for customizing portal Pages usingJelly Script and UI Macros.
• Involved inConfiguration, Web Services, Catalog Client Scripting, SOAP, Developing complex workflows.
• Deployed workflows and in customizing the applications inServiceNowusingJava script, Jelly, AJAX, CSS and HTML.
• Worked on App Engine Studiouser role and delegated developer permissions.
• Worked on creatingusers, roles, groupsand load the data toServiceNowobjects using import sets on daily, weekly, monthly and on request basis while working inADAMfor Authentication.
• Involved inLDAP integrationwithServiceNowfor obtaining users and groups and played a significant role inPersona ManagementProject.
• Installation & Upgrade archer platform, Implementation, Customizations and Integrations of GRC Framework.
• Involved in designing, development ofHome Pagesbased on user roles.
• Managed Service Catalog, Knowledge base, and service requests byschedule a call from the service desk and schedule a time for solving the issues.
• Created web pages and service portals customization in Servicenow using JavaScript and Angular JS.
• Integration of Microsoft SCCM tool using REST API.
• Worked on Service Mapping to connect business Services.
• Configuration ofEmail Notification and Alertsto notify users about specific activities in the system.
• CreatedAccess Control Lists Setup and debug modulefor variousITIL processesas per the requirements.
• Converted end user requirements andbusiness rulesbased on given documentation and worked closely with tech leads andBusiness analystsin understanding the currentServiceNow system.
• ConfiguredScheduled Data Importfor importing data files from remote server location.
• Deployedscheduled reportsfor multiple criteria as requested by different groups.
• Worked to streamline the process flow forUpgradesand implemented theProject Taskssetup for all the developers to review Skip Logs and upgrade issues.
• Experience administering as well as developing with Archer eGRC Suite.
• Created Custom Mobile App for attendance using Angular and JavaScript.
• Worked withUI Actions, UI Policies, UI Macros and Data PoliciesinServiceNow.
• Worked on App Engine Studio to enable the user permissions to dedicated role with specific access.
• Expertise on defining workflows inService Catalog items, Approvals and performed Dynamic/ad hoc tasksinServiceNow has been part of end userself - service portal management.
• Experience in working with the workflows usingServiceNow workflow editor and its core Utilities.
• Maintained theintegrityof theServiceNowtool acrossproduction and non-production environments. Involved in production support for all the ServiceNow related issues.
• Experience in providing end to end production support for GRC Framework.
• Worked with business analyst tocreate and modify Service Catalogsand Request Workflow Designs. Designed and implemented new functionalities for enhanced features.
• Involved in running the jobs topush the datainto the application using Import Sets and Transform Maps. Generated weekly reports and metrics for IT management.
• Worked on Complete business tasks by adding a portal for the app in app engine studio.
• DevelopedPowerShellscripts to automate tasks based on workflows withPowerShell orchestration.

Environment: ITIL, Scrums, MID servers, JavaScript, HTML, CSS, Business Rules, Service Catalogs, Integrations, Workflows, Transformation maps and Access Controls Lists.

Confidential - Buffalo, NY

SERVICENOW DEVELOPER/ADMIN

Responsibilities:

• Worked on setting up Active Directory, LDAP and SSO Integration.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Worked on configuring Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, CMDB and SNOW Reporting using ITIL process.
• Worked on Business Rules, Client Scripts, UI Policies, UI Actions, Data Policies and Data Dictionary.
• Understood the Service Desk and worked on developing the Employee Self Service Portal (ESS) using Content Management.
• Managed screens and records that make up workflows within the mobile apps that is build withApp Engine Studio.
• Worked on IRM tool to capture incident management issues.
• Worked on business requirements and technical specifications for ITSM platform.
• Performed Orchestration operation to automate process of password reset, client software redistribution, and activity packs.
• Worked on twilio platform for communication within client regarding ticketing issue.
• Provided subject matter expertise, acted as technical product advocate and designed, developed and implemented ITIL processes, ITSM, ITAM, SACM, Knowledge, Demand and Release Management modules within ServiceNow platform.
• Built Angular JS Application in service now to run desktop application.
• Implementing ServiceNow Discovery and CMDB and integrating it with Change management.
• Worked on setting up Email Notifications for different modules inService Now.
• Worked on integration hub for ease and flexible services such as triggers, action, input, outputs on development side for scripting purpose.
• As a part of GCP implemented a spring boot app using Intellij IDE and deployed it to Google App engine
• Created Custom and scoped application using JavaScript to extend the application functionality.
• Involved in working with process owners to develop workflow, implemented the workflows in Service Applications and administer the tools and enhanced requests by Java Scripts.
• Worked on Notifications as part of customizing inService Now.
• Working onIntegrationwith third party applications and data sources.
• Working onIntegrationswith CMDB, Incident Management, Change management, Problem Management, User Administration and Single sign-on.
• Worked on UI Pages, Transform Maps and Schedule Jobs.
• Experience on GRC Framework like install and configure checkpoint user profile, group, roles, use cases
• Experience in configuring the SLAs for various ITIL processes as per the client requirements.
• Strong experience in customizing the form design and form layout for various on the ITIL Process.
• Worked on Service Catalog in introducing new Catalog Items based on the Clients requirement.
• Experience in working with the workflows usingService NowWorkflow Editor.
• Importing the Data in different formats (excel, csv, xml) via attachments intoService Now.
• Expertise with Workflows, Service Catalog items, Approvals and Dynamic tasks inService Now.
• Configured and install vendor risk management task like setup plugin, assessment configuration and vendor portals as per client requirement.
• Used Content Management module to deploy ESS pages.
• Performed routine troubleshooting exercises for CI errors for WMI (Windows), SSH (Unix), and SNMP (Network) devices during Classification, Identification and Exploration stages of Discovery.
• Excellent experience inServiceNowAdministration and Production support.
• Writing Data Sources, transform maps and properly analyzing coalesce to avoid duplicates inServiceNow.
• Worked with the stakeholders to gather requirements for the attributes required to develop Service Catalog items.
• Integration with ADDM (Discovery Tool) into CMDB via CMDB Sync.
• Moving Update sets from one environment to another environment inServiceNow.
• Writing Scheduled jobs and Schedule Imports depends on the requirements inServiceNow.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.
• Created Reports, Workflows and data imports for Incident, Problem, Service Request, Change Management and Knowledge Management modules.

Environment: Service now Helsinki & Istanbul, Discovery, ITSM, Incident management, Change Management, Problem Management, Javascript HTML, Java Script, CMDB, CMS HTML, CSS, Jelly, Glide

Confidential - Charlotte NC

SERVICENOW DEVELOPER/ADMIN

Responsibilities:

• Worked on End to End implementation of Discovery.
• Maintained the Configuration Items and modified the forms and form Sections.
• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.
• Worked on setting up MID Server between Active Directory andService Nowinstance which encrypts all the Users Data in the organization.
• Experience on Risk Reporting profile scoping for GRC profile framework.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Worked on ip addressing to provide ip addresses for email notifications and modules using TCP protocol.
• Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials using REST API
• Experience in monitoring and controls involving a company's internal and external stakeholders using go live.
• 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 Twilio voice and message API to control and monitor calls and messages of organization.
• Modified Orchestration activities and catalog items for Amazon EC2 Cloud Formation and Stack Creation.
• Performed audit management to provide specific update to the management
• Configured Service Map to create up to date and accurate record of Service now CMDB.
• Configured PowerShell script to perform user management task.
• Worked on Custom application using JavaScript and angularJS for out of the Box scenarios.
• Orchestrated user access databases using orchestration
• Developed solutions in the service-now platform that are ITIL V3compliant and defined business solutions for ITIL users.
• Created Demo mobile app with the help of scope application using different JavaScript methods.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
• Experience in creating Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Workflows and Email Notifications.
• Worked on HR Service Management application to automates HR processes including emails, checklist, and phone calls.
• Designing the Content Management System for Varian system which involved CSS and service catalog work.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Maintain the integrity of the service-now tool across production and non-production environments.
• Worked on Airwatch rollout to 250+ end users.
• Provide training on service-now process, operations and capability to all required teams.
• Involved in production support for all the Service-Now related issues.
• Integrated Twilio with Service Now for Voice Alert Notification using REST API.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Integrated Microsoft SCCM with Service Now for pulling the entire configuration item into ServiceNow.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.
• Assist in supporting training and go live activities as part of implementations and ongoing including handling support tickets and other customer requests.

Environment: Service Now Eureka/Dublin, a Bootstrap, Windows 10, XML, HTM, AnjularJS, SAML 2.0, e-Directory Oracle 11g, Toad, SQL*Plus, SQL*Loader and UNIX.

Confidential, St. Petersburg FL

JAVA DEVELOPER

Responsibilities:

• Object Oriented Analysis and Design for the system from use case and requirement documents using UML, Rational Rose.
• Involved in designing system architecture and identifying proper patterns and framework for the system.
• Participated in analysis activities, software design and design reviews with Sun Microsystems.
• Communicated with Business Owners to finalize Use Cases, Design documents and System
• Architecture documents.
• Designed EJB components using EJB design patterns. Used J2EE Design Patterns such as Session Facade, Business delegate, Factory, Request Helper, Command, Singleton, Value Objects and Data Access Object.
• Designed Presentation layer using MVC, Struts framework. Designed Action classes, Action
• Forms and controller design.
• Designed Web Services architecture for the application using SOAP, XML/XSLT, WSDL and UDDI.
• Designed wizard based Credit application module for the application. This module is the heart of the application and was a complex one.
• Co-ordinate the user interface design with the separate group responsible for the HTML layout.

  Environment: Java, JSP, HTML, Servlets, Java Script, DB2, SQL, PL-SQL, JDBC, UML, Apache Tomcat.