SUMMARY

• Around 4 Years of extensive experience in IT Industry with IT Infrastructure Library and Service Now Development, Maintenance, and Administration.Having 3 years of experience as Business Analyst.
• Experience with IT ServiceManagement, ServiceDesk and Change Management processes.
• Having extensive experience on Technical implementation of various ServiceNowmodules such as Change Management, Incident Management, Problem Management, ServiceCatalog, and Configuration Management
• Providing daily support of ServiceManagement Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, ServiceCatalog and Workflow.
• Expertise in Design and configure ITSM (incident, change, problem) and customizing the applications using Java script in Service Now.
• Good experience in working with Java Script, CSS, HTMLand XML
• Experienced in working Agile/Scrum/Waterfall methodology.
• Experience in working with Rally to create stories and child stories.
• Extensive experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution.
• Expertise knowledge in using Content Management System (CMS).
• Expertise in Design and development of CMDB (Configuration Management) in Service Now.
• Hands - on experience leading all stages of system development efforts including requirement, design, Architecture, testing and support.
• Possess Good analytical, organizational and planning skills with demonstrated leadership abilities.
• Researched developing trends inside and outside of virtualization and Resolve the most technically complex, mission critical or politically customer issues.
• Adept at developing effective security policies and procedures, project documentation and milestones, and technical/businessspecifications.
• Experienced in working with various types of Users, understanding BusinessRequirements and putting requirement specifications together.

TECHNICAL SKILLS

Languages: C#.NET, SQL, C, C++, Java Scripting. Angular JS, Jelly Scripting

Web Technologies: HTML5, XML, CSS3, jQuery, Web Services, Windows Services, Bootstrap, SOAP.

ITSM Tools: BMC Remedy, ServiceNow (Jakarta,Istanbul, Helsinki, Geneva, Fuji), HP Service Manager

Database: SQL Server 2005/2012/2014 (T-SQL, Stored procedures).

Business Intelligence Tool: SSRS, SSIS, Excel (Pivot tables), Crystal Reports, JIRA

Architectural Patterns: MVC 4.0, AWS, Cloud Management

Modeling Tools: UML, MS Visio, Rational Rose

Enterprise Servers: Microsoft IIS 5.0/6.0/7.0

Application Tools: Visual Studio.Net, SQL Enterprise Manager, SQL Management Studio

Operating Systems: Windows Server 2003, 2008, 2012, XP, All Windows 8, 10

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer

Responsibilities:

• Architecting and designing implementations with the ServiceNow ITSM platform.
• Develop roadmap and blueprints to enable client transition to Service based organization with clear, realistic, and pragmatic goals that are aligned with strategic direction.
• Customizing and developing for the ServiceNow Platform using JavaScript, CSS, HTML and Other Web Based scripting.
• Developed and maintained APIs and data integration processes between servicenowand other services using SOAP, Rest Protocols.
• Demonstrated ability to achieve high level of Customer Satisfaction on all consulting engagements.
• Planning and managing discovery/ assessment activities and defining high-level program/action plans.
• Identifying opportunities to drive more value from an organization IT strategy through targeted areas contributing to improved business performance and innovation by addressing constantly changing business needs.
• Understanding the business implication of process-centric IT in striving to achieve process excellence
• Ensuring continuity for customer from pre-sales to delivery
• Actively develop practice IP by driving continuous improvement of the processes, standards, policies, working methods, and tools.
• Service Catalog: Built forms from scratch along with advances customizations at the level of UI Macros/UI page as per the complex requirements.
• Created a lot of clients scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery and Prototype.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Created many scripted includes, Business rules (server side code) and also modified OOB ones.
• Integrations: Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of Protocols: SOAP, JDBC, and ODBC.
• Created 45 scripted web services, which are used in setting up a robust process for integrating Service-Now with a Procurement Tool.
• Also has an in-depth knowledge about Direct Web service API of Service now, SOAP and WSDL.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Configuration Management: Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Used JDBC and ODBC of Data Sources for setting up the configuration database in Service now.
• Wrote complex transform scripts in transforming the data into the SNOW database.
• Change Management: Excellent knowledge on setting up the Change Management along with advanced customizations for Risk Assessment Calculator (on a script include level).
• Jelly: Created 12 custom advanced UI pages and UI macros with Jelly in a span of 4 months.
• Content Management System: Pioneered working on CMS in my current organization. Created 3 end-end web-sites with a lot of Themes and Content Layouts using CSS that can be re-used in ServiceNow.
• Experience in Server Script (Business Rules/Script Include/Service Catalog) and good understanding of Server/Client API.
• Developed and maintained APIs and data integration processes between servicenowand other services using SOAP, Rest Protocols.
• Created 45 scripted web services, which are used in setting up a robust process for integrating Service-Now with a Procurement Tool. Also has an in-depth knowledge about Direct Web service API of Service now, SOAP and WSDL.
• Extensively worked with REST GET and POST using basic HTTP Authentication.
• Integrated Snow with third party tools with web API’s, JavaScript, JavaScript API’s.

Confidential

Jr Servicenow Developer

Responsibilities:

• Developed and improved user systems procedures, and prepared systems documentation.
• Utilize the Service Now Service Catalogue for users to create Services, Requests, and Service Items.
• Created data sources and loaded theServiceNow tables with different data formats
• Established and maintained effective communications with customers, other technology specialists, and vendors about services.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Migration of Knowledge Articles from SQL Database intoServiceNow.
• Managing all the activities like Instance cloning, patch upgrade and Post fix implementation after clone.
• Experience in cloud applications and security associated with cloud computing (SaaS/PaaS Environment).
• Customized and created Widgets on the form as per the requirements and redirected Service Portal to End user.
• Worked on End to End implementation of Discovery. Developed the administrative UI using Angular.js, JSON.
• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
• Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
• Development and design of Self Service Portal. Developed several client-side scripting, catalog scripts, UI scripts, server-side scripting based on business rules.
• Creating custom Tables, Fields and configuring Access Controls over them.
• Development/Integration of Web services for B2B communication for Change Management using inbound and outbound actions with script Includes and Sonic for the synchronization between third party and theServiceNow Change application by processing XML Tags containing the full information of the record.
• Gathered requirements for SLA and configured inServiceNow.
• Developed notifications to send communication to other systems. Neebula with a URL or IP address and starts discovering all the relationships that makes up that service.
• Developed a stand-alone functionality called "Copy Change".
• Worked on User Management to add, update and deactivate users inServiceNow. Worked on Macros and formatters.
• Following the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads.
• Configuring Integration Web Services with Third Party application by using SOAP Web service.
• Enhancing theServiceNowfunctionality by customized JavaScript code to support the new business needs.
• Deployment checklist and test case document preparation. Incorporating the coding standards and best practices in the implementation. Deploying the developed code to Stage/QA/Production instances using Update Sets.
• Providing support during the UAT process and post production deployment.
• Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration. Creating workflows to handle the status flow once the request is received from an external tool.
• Involved in the translation ofbusiness needs/project requirements into smaller work packages
• Prioritizing work packages based onbusiness urgency,business value, complexity, dependency, etc.
• Simplifying requirements through visual aiding by creating UML diagrams, splitting requirements into user-stories
• Analyzing thebusiness requirements on a complete scale and synchronizing with the senior management
• Analyzing the expectations, urgency/ criticality of the requirements, businessvalues by interviewing with key stakeholders
• Managing the requirements across the entire project lifecycle by using methods like requirements traceability, etc.
• Ensuring that the requirements are translated to specific technical, functional, and non-functional requirements and presenting the same to the project team
• Devising and creating the project charter to document the agreed upon baselines for project scope, schedule, cost, and quality attributes.
• Formulating BusinessRequirements Documentation (BRDs), Systems Requirements Specification Documentation (SRS), and Functional Specification Documentation (FSDs).
• Creating, updating & maintaining Statement of Work (SoW), Sprint and Release plans.
• Handling the queries of the development team and from the client and resolving them.