SUMMARY

• Experience as an IT Professional helped me to attain strong understanding of corporate environment and worked as an ServiceNow Admin/Developer with unique problem solving skills and expertise in learning with fast pace in an enterprise driven environment
• As a Certified ITIL and ServiceNow administrator had strong knowledge on ServiceNow components such as Service Catalog’s, Change/Incident/Problem Management, Assert Management and Release Management.
• Good Knowledge in Managing data with Tables, Import sets, Update Sets, Access Control Rules for securing and providing right Access to the individuals
• Hands on experience on various IT Services of Service - Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Field Service Management, Project Portfolio Management (PPM), Reporting, Integration with Web Services.
• Expertize in Managing, Communicating and Coordinating among various Technical and Non-Technical teams which involves Application, Infrastructure, Third party suppliers and Business Units.
• Created and configured new Applications in Service-Now and customized the applications using Business Rules, Client Scripts, UI Actions, UI Policies, External Data load using Transform maps, etc., as part of new application roll outs of Infrastructure Management.
• Designed E-mail templates by using HTML and Jelly scripting.
• Configured, developed and implemented custom applications and enhancements in theServiceNow IT platform using JavaScript andServiceNowGlide APIs.
• Experience in customizing an instance, importing users and Groups using LDAP.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience in full Software Development Life Cycle (SDLC) that includes Analyzing, Designing, Coding, Testing, implementation & Production Support.
• Strong Knowledge in UI design Using HTML, CSS, and JavaScript.
• Involved in designing and coding from specifications, analyzes, evaluates, tests, debugs, document and implements the application.
• Motivated IT professional equipped with excellent communicational and interpersonal skills. Seeking for a good opportunity in software Industry.

TECHNICAL SKILLS

Languages: JAVA, C, C++, Objective c

Java Technologies: JSP, Swings, JDBC, Spring Frameworks

Web Technologies: HTML5, CSS, Sass JavaScript, Servlets, jQuery, JSF

Databases: ORACLE, MYSQL

Development tools: NetBeans, Eclipse, GitHub, RStudio, Xcode

Web Servers: Apache Tomcat

Operating Systems: Windows, UNIX, LINUX.

ITIL Tools: Service Now, SupportWorks, Remedy

PROFESSIONAL EXPERIENCE

ServiceNow Admin/Developer

Confidential, West Chester, PA

Responsibilities:

• Responsible for Monitoring all the customer tools and acting in a timely manner, ensuring that all the incidents are identified, triaged and resolved meeting the company SLA’s
• Experience in creating Configuration items (CI), service catalog for Service portals.
• Configured workflows and created automated scripts for automated approval for events.
• Implemented LDAP Integration to load user and group data to Service Now using Import sets and Transform Maps
• Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates
• Created various catalog items, record producers and Order guides for onboarding using variables, variable sets, catalog client scripts and catalog UI policies
• Developed Automation workflows usingServiceNoworchestration
• Worked in enabling Single Sign on functionality
• Successfully implemented Knowledge Management process with complete technical ownership in service-now with complete implementations of Project Management Module
• Data migrations with import set and transform maps.
• Customized workflows using GLIDERECORD and Java Scripting
• Loaded Assets and Configuration Items, Created relationships between CI and Assets.
• Integration ofServiceNowwith BMC Remedy for ticket creation on change submit.
• Implementation of ACL, Workflow, Survey functionality
• Participated in weekly meetings to discuss on the work that have been accomplished on that particular week, the challenges faced and the solutions for the issues to build a strong team.

Environment: Glide Script, Service Now, Remedy, Web Services, Brouha

ServiceNow Admin

Confidential, College Station, TX

Responsibilities:

• Responsible for Swiveling Tickets from SupportWorks to ServiceNow and ServiceNow to SupportWorks.
• Updating Incident/Problem/Change module based on client feedback.
• Used client side and server side scripting to create Business Rules, Client Scripts, UI Policies and UI Actions, create various workflows for Incident, Change, Service Requests & SLAs
• Responsible for all scripting changes including Client Scripts, UI Policy, and UI Actions.
• Created Business Rules, Script Includes Glide AJAX, UI Action
• Worked on Email notifications and Inbound Email Actions Form customization and field customization based on client requirement for Service catalog
• Designed the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
• Sets up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog requests, and items with variables.
• Configured SLA's depending on requirements of various groups.
• Worked on enhancements of the service catalogs and record producers.
• Created knowledge articles to the users after each and every enhancement as a reference.
• Worked on Discovery to update and insert asset information on a regular basis.
• Designed form layouts, workflows and modules in applications.
• Use scripting tools and Service Now functionality, create script to automate routine tasks being done in Service Now.
• Created schedules, reports and monitor performance of Service Now.
• Participated in daily meetings and involved in attaining faster procedures to Mitigate.

Environment: SupportWorks, ITIL Concepts, ServiceNow(Helsinki), Asset Management, Incident Management, Problem Management, Java script, CSS, CMDB, CSS, HTML, Web Services.

Confidential, St joseph, MO

Responsibilities:

• Involved in gathering and analyzing business requirements and converting them into technical specifications.
• Followed agile/Scrum methodologies.
• Designed and implemented DB changes (new tables, procedures, triggers and views) for the newly added modules.
• Responsible for writing complex queries to retrieve data from the client’s database.
• Responsible for implementing business logic using Java, servlets and JSPs.
• Implemented UI using JSP, HTML and CSS.
• Responsible for developing the newly added functionalities.
• Concentrated on the client requirements for the application
• Keep track of bugs and tried to fix bugs in the application
• Added some extra functionalities as requested by the client
• Involved in the documentation and testing.

Environment: Java, JSP, Servlets, Swings, HTML, CSS, JQuery, MySQL, NetBeans, Bit bucket for version controlling.

Confidential, Maryville, MO

Responsibilities:

• Highly involved in designing, developing and testing
• Involved in navigation and coding for user interface views and layouts
• Customizing UIButton, UITabBar and UITableView to build user interface of the application using Story board
• Participated in various brainstorming sessions with the team in developing the product

Environment: Objective-c, Xcode, core data.