SUMMARY

• Over all 8 years' experience in implementing end - to-end Service Catalog, Incident Management, Knowledge Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Leveraging knowledge and experience to deliver end-to end methodologies within service now, which includes architecting implementation of IT Infrastructure Library (ITIL) processes organizing and prioritizing development effort, interfacing with vendor and management and coordinating effort of administrators.
• Worked with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc. in ITIL/ITSM V3 processes.
• Exposure of working with email notifications, inbound actions, reports, gauges, and home pages.
• Experience in configuring and maintaining BMC Remedy Foundation Data, ITSM environment such as ServiceNow -Siebel, ServiceNow - Web service integration with third party application, HP SM- MS exchange.
• Hands-on experience with implementing configurable SLA management and License management.
• Deft at analysis, development, testing and deployed new releases into ServiceNow from June to Aspen to Calgary.
• Worked on Access Management and identity
• Answered the needs for business workflows, ticketing or other ITSM requirements; handled Bug Fixes and enhancement requests following Software Lifecycle using SDLC SCRUM.
• Generated operational reports and KPI analysis; responded to service requests and provide incident resolution.
• Designed, developed, unit tested, documented, and deployed software features on the ServiceNow platform.
• Expert in JavaScript, JQuery, prototype and Jelly scripting used in ServiceNow.
• Expertise in writing SQL Queries, Dynamic-queries, sub-queries and complex joins for generating Complex Stored Procedures, Triggers, User-defined Functions, Views and Cursors.
• Appreciated for suggesting and successfully implementing performance changes throughout different modules of ServiceNow by converting sync server calls to async and use of scratchpad.

TECHNICAL SKILLS

Primary skill: Service Now (ITSM) Development & Implementation

Scripting: JavaScript, jQuery, Prototype, Jelly scripting, VB scripting

Languages: Java, J2ee, VB, C, C++, HTML, XML, .net, Android Basic

Database: Oracle, MY SQL, MS-Access.

PROFESSIONAL EXPERIENCE

ServiceNow Developer/ Administrator

Confidential, MD

Responsibilities:

• Development ofServicecatalog which includes creating new catalog items, designing workflows and execution plans.
• Worked on integration using SOAP / WSDL, REST, Access management.
• Created functional and technical specifications documents for various ServiceNow modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge,ServiceCatalog, CMDB in ServiceNow.
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Creation of Incidents andServiceRequests for the supported applications, first point analysis on tickets and assigning them to L2/L3 otherservicelines based on the scope.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on domain separation.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Designed and implemented ServiceNow Integration solution with Emails, Sms, Aletrs.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Environment: Service Now, Crystal reports 2008/9.x, Netcool, HTML, WebServices, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008.

Service Now Developer

Confidential, Denver, CO

Responsibilities:

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Develop and manage application code, user interface, and third-party integration components.
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Created Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Performed migration activities (Dev to QA, QA to Prod)
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinated installation of Service Now upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• 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.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Environment: Service Now, JavaScript, HTML 5, Windows 7, XHTML and XSL.

Service Now Developer/Admin

Confidential

Responsibilities:

• Active Involvement in Implementation, Customization and Maintenance of ITIL modules such as Incident, Asset, Change, Problem, Knowledge, Service Catalog in ServiceNow.
• Worked in a software implementation team, interacted with senior engineers and architects for conveying the progress of project.
• Created several UI's, workflows and application development activities, including new applications, enhancements and new modules.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Involved in Unit Testing, User Acceptance Testing and Bug Fixing.
• Created several UI's, workflows and application development activities, including new applications, enhancements and new modules.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Involved in Unit Testing, User Acceptance Testing and Bug Fixing.
• Assist in the import of configuration and asset data.
• Working on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Create so many new service catalogs for the business with workflows.
• Implemented client-side validations using JavaScript.
• Implemented AJAX to speed up web application.
• Familiar with ServiceNow Content Management System (CMS).

Service Now Developer/ Administrator

Confidential, Redwood City, CA

Responsibilities:

• Worked on Incident, Problem, Change, and Service catalogue Management.
• Regular interaction with the Process Owners and other Support teams for Incident resolution with in a greed SLA.
• Update set movement to SubProd instances and Production.
• Cloning activities which include post cloning and pre cloning activities.
• Scheduling daily calls and generating Reports regarding various incidents resolved.
• Raising ticket with Vendor while facing major issues like instance down and Performance issues.
• Hands on experience with Client Scripts/Business Rules/Scheduled Jobs for Incident analysis.
• Hands on experience with UI Actions/ UI Policy/ Access Control Lists /Email Notifications for Incident analysis.
• Assist and provide guidance during the implementation of ServiceWatch and additional ServiceNow modules.
• Knowledge in workflow editor to design workflow for various modules, triggering various events, creating and publishing workflows.
• Customer Complaints Response & Resolution

Environment: Cloud based, OS: Windows 7 / XP; Applications: ServiceNow (Cloud based ITSM solution) ServiceWatch.

Service Now Developer/ Admin

Confidential, Palo Alto, CA

Responsibilities:

• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Developed reports as per requirements from management. • Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Currently working to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: Java Script, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, IFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Junior UI Developer

Confidential

Responsibilities:

• Designed, Analyzed and developed the presentation layers to meet the client requirements with continuous dealing with UX team to accommodate user changing requirements.
• Responsible for creating designs into highly usable and interactive web applications using technologies like HTML, CSS, JavaScript and jQuery utilizing the mock-ups that met the requirements.
• Developed User Interfaces that controls the interface layout and visibility using HTML, CSS, JavaScript and graphics involving performance tuning to make pages' load fast and effective.
• Used Ajax for implementing the Registration module, Customer information module and to speed up the application which includes client and server side validations.
• As a part of interface development used Visio, Dreamweaver & Photoshop and created front end UI pages with HTML, CSS, JavaScript, XML, JQuery and necessary backend classes using Java, J2EE technologies with continuous unit testing and prepared detailed test scripts.

Environment: HTML, CSS, JavaScript, Java, J2EE.

Test Engineer

Confidential

Responsibilities:

• Executing the Test Cases and updating the defects.
• Coordinating with development team to make the bug to be fixed by raising the defect ids.
• Developed scripts using Soap UI tools to reduce the manual effort while executing the test procedures.
• Performed Integration/ system / regression testing for this project.
• Report and track the defects in Defect Management tool-JIRA.
• Developed HTML/Text logs for reporting the execution status.
• Has been involved in Integration, Functional, Regression, System Testing, Load Testing, UAT Testing, Black Box and GUI testing
• Conducted review sessions for initial and final versions Test scenarios, Test cases, Test data setup with Business Analysts.
• Conducted review sessions of Test results from Team with Business Analysts to get sign-offs for Test Cases under Use Case.
• Have managed team successfully and contributed pro-actively across the modules.
• Have involved in all client meetings and provided the updates pro-actively to the client and the team members.
• Defect Reporting and Analysis.
• Good team player and always open to take up work from team member.

Environment: Quality Center, MS Office, SQL Server, JIRA, Windows, .Net framework, HTML.