SUMMARY

• 8+ years of experience as IT professional with over 5+ years of experience in ServiceNow Analysis, Development, Maintenance, Support and Administration.
• ServiceNow with strong experience in Development, Implementation and Administration of ITSM, Finance and Custom Applications in ServiceNow.
• Skilled in writing Business rules, Client scripts, UI policies, UI Actions, Events and Script includes with effective usage of ServiceNow Glide Script Objects and ACIs (Access Control Lists).
• Experience in Service Portal, Content Management System (CMS) on Widgets, Sites and Layouts using UI Macros, Navigation menus, UI Policies, UI Pages, UI Macros, UI Scripts and jelly scripting.
• Design and Development of Service Catalogs, SLA's (Service Level Agreements) based on ITIL, Catalogs Items using Record producers and Complex Workflows using Workflow editor in ServiceNow.
• Experience in working with Content Management System (CMS) and Self Service portal using AngularJs, jQuery, Jelly Script and UI Macros.
• Experience in Configuring Applications using ServiceNow tool, used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large - scale Service Now implementations
• Database Views, UI Views and Custom Reports, Gauges and Scheduled Reports on tables, views, and Good Knowledge on Performance Analytics modules.
• Scripting and Development of UI Pages / Web pages using JavaScript, HTML, CSS, Jelly, Bootstrap and Angular JS.
• Expert in ITSM, ITOM, CMDB and discovery, configuration management, cloud infrastructure and automation.
• Database Views, UI Views and Custom Reports, Gauges and Scheduled Reports on tables, views, and Good Knowledge on Performance Analytics modules.
• Experience working on third-party integrations with JIRA, SQL Server, Bullhorn using REST and SOAP web services in ServiceNow.
• Experience with File based Imports (CSV and Excel), API's Integration with SOAP and REST web services, XML and JSON data parsing, import sets, Transform maps and Scheduled Data Imports in ServiceNow.
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
• Asset Management, CMDB (Configuration Management Database), Configuration Items and use of Discovery in ServiceNow.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Implementations based on ITIL Foundation Principles using Agile, Scrum methodologies in ServiceNow.
• Experience on Networks, Web applications, Email (SMTP, POP3) and protocols.
• Understanding and experience of IT operation management (ITOM).
• Worked on ServiceNow ITSM solutions to give end to end visibility into ITIL processes and infrastructure through a single system of record.
• Strong understanding of ITIL V3. Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations.
• Implementation and Administration of LDAP, Web services and MID Servers.
• Oracle SQL, PL/SQL, Performance Tuning, Packages, Stored procedures, Functions and Triggers using Toad and SQL Developer.
• Application Development using Java, J2EE, JDBC, Struts, Servlets, springs, JSP and AJAX.
• Excellent Hard work, Communication, Result driven, Problem solving, Analytical and Interpersonal skills.

TECHNICAL SKILLS

ITSM Tools: ServiceNow Eureka, Fuji, Geneva, Helsinki, ITSM, ITOM, CMS, CMDB, ITIL V3

Programming Skills: C, C++, Java, J2EE, JSP, AJAX, Servlets, Oracle 10G, 11G SQL, PL/SQL

Web Technologies: HTML5, CSS3, JavaScript, JQuery, XML, Bootstrap, AngularJS, Ajax, SOAP

Databases: Oracle10g, 11g, MySQL, MS Access, SQL Server

IDE's: Eclipse, Net Beans, Toad, SQL Developer

Operating Systems: Windows7, 8, XP, Linux, UNIX

PROFESSIONAL EXPERIENCE

Confidential, Englewood, CO

ServiceNow Consultant (Developer & Admin)

Responsibilities:

• Design, Implementation and Administration of Contract Management in ServiceNow and custom built Finance application to support Budget Planning and Reconciliation process in ServiceNow.
• Customizing the contract management database model to capture all the information of Contract and Rate Cards related to a cost centre in ServiceNow tables.
• Configuring the existing OOB Business Rules, UI Actions and scheduled jobs to match the creation and renewal process of a contract.
• Designed and Configured workflows to meet specific business needs to support ITIL and business processes
• Engage with business stakeholders in understanding the requirements for Budget planning process.
• Design and development custom built planning applications with better user management using ACLs and develop the Forms and UI pages using HTML, CSS, Jelly, JavaScript and AngularJS for better user interactive page for the application.
• Development of Transformation Maps to support the Legacy data loads and Bulk loads for all the entities.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Involving in discussion with other technical areas to meet the business and technical requirements for ServiceNow, SMTP.
• Admin, IBM Data power, Web service Owners and DBA to build integration to external and internal systems, currently using SMTP (EMAIL), MID Server and Web Service (Construction, integration testing, and other technical functions related to the White Label tool).
• Creation of inbound and outbound notifications to keep the user informed and system up to date.
• Managing the team development for integration, testing process and making sure the application more scalable with effective usage of advanced platform scripting concepts like Script Includes and Script Actions.
• Created ACL’S for forms, tables, modules and also managed groups/roles according to the requirement and created Email Notifications.
• Configured multiple Catalog Items Front-end web/UI components using JavaScript, CSS, HTML5
• Worked on improving IT service delivery and demonstrate how IT is performing to support the business using ServiceNow ITSM
• Identified and Recommended the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Worked on End to End implementation of CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Design and development of extending the TASK schema model to Purchasing Approval process.
• Setup SLAs to manage the Approval process.
• Involved in design and development of web front end using PHP,HTML5, JavaScript, and CSS3.
• Customize the Service Desk (CMS) portal to support the new applications.
• Using the SDLC process in maintaining the team development, Testing and Production migrations.
• Effective usage of agile methodology to support the critical fixes with change in requirements.
• Use the concepts of Service Catalogs like Record Producers in creating the Forms and make them the user entry forms for effective usage of user licenses.
• Migration of application from Eureka to Helsinki and handling the TEST and Support process with the necessary fixes.

Environment: ServiceNow Eureka, Helsinki, ITIL V3, CMDB, JavaScript, SMTP, XML, Jelly, ACL, SOAP, HTML5, CSS3, Bootstrap, Angular JS, ITSM, ITOM,CMS.

Confidential, Centennial, CO

ServiceNow Developer/Admin

Responsibilities:

• Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalogs, Integration with SQL Server using SOAP APIs, CMDB (Configuration Management Database) Maintenance and Custom Application Development in ServiceNow
• Creation of SLA's (Service Level Agreements) with ITIL standards in different workflows as per the client pre-defined processes.
• Development and maintenance of multiple Catalogs items and configuration of Request Item workflows.
• Experience with Access Control Lists (ACLs) and SLAs for various ITIL processes as per the requirements.
• Analysis and design of web page layouts, components for various Network and Database components for HTTP, SMTP, POP3 and FTP communication and storing CRM data in the Database Sever usingASP,XML,XSLT,T-SQL Stored Procedures
• Working on front-end pages that were developed in a professional manner using HTML5, CSS3, JavaScript and jQuery.
• Customization of ITSM (IT Service Management) module tables to expand the data model and scope of IT Service Management (Incident, Problem and Change) in ServiceNow.
• Schedule Jobs used for data loads from both file (CSV and Excel) import sets and Web services.
• Design and development of custom application tables and modifying the ACIs to build data security layer at application level.
• Customizing the workflows for various ServiceNow standard tables while aligning with ITIL V3 best practices.
• Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
• Creation of outbound SOAP and REST web services messages and script usage in Business Rules.
• Data pull from outside systems (Legacy SQL Server system) using outbound SOAP calls, Business Rules and target data loads using Transform maps.
• Transform maps and mapping scripts for LDAP data sources and other import sets.
• Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.
• Transform Mapping Scripts during third-party integrations in ServiceNow.
• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.
• Effective usage of Glide system API and Glide Ajax calls in script includes and other scripting blocks.
• Events and Event based Email notifications processes for User Notifications.
• Critical Incident reporting using automated SMTP outbound Email notifications.
• Customization of the Project Module and Time card module in PPM (Project Portfolio Management).
• Data Population for New Catalogs Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.
• Make use of UI Policies, Client Scripts, UI scripts and UI pages for effective display content and role-restricted pages.
• Customization of User Homepages and ACIs (Access Control Lists) modifications
• Configure Data Dictionary overrides for Default values and using JavaScript functions.
• Configuring the Forms and list views using UI policies, Client Scripts and UI Views.
• Use of Glide AJAX and Asynchronous calls in script includes for standard practices.
• Use of ServiceNow OOB (Out-Of-Box) Business Rules for auto closing and many more tasks.

Environment: ServiceNow Fuji, Geneva, JavaScript, XML, ITSM, ITOM, SMTP, SQL, Jelly, ITIL V3, CMDB, CMS, SOAP, HTML5, CSS3, Bootstrap

Confidential

ServiceNow Developer/Admin

Responsibilities:

• Configuration and Implementation of HR Service Management, Incident, Problem, Change and Knowledge Management, CMDB (Configuration Management Database), Service Catalogs, Project Portfolio Management (PPM) and Web Services Integration with JIRA in ServiceNow.
• Customizing and configuring the Premium HR Service Management plug-in in Domain separated instance as per client defined requirements with schema expansion.
• On-Boarding and Off-Boarding service items and Workflows modified for changing the processes.
• Projects table in PPM (Project Portfolio Management) module and integration with JIRA for history data load using REST Services in ServiceNow.
• Data loading using REST API's into the staging tables using transform maps and scripts.
• Worked on Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in ServiceNow.
• Configuring the Project Management tables for target data loads imported using REST services from JIRA.
• Customize the Project Module and Time card module for all resources in ServiceNow.
• Customized tables for Benefits and Dependencies, referenced to Employee profiles table to maintain the employee relationship with them.
• Business rules to add the default benefits after employee on boarding and Off-board processes.
• Event based Notifications to ESS users and HR Groups with the use of Mail Scripting to make the table data availability in Notifications.
• Surveys to the Newly On-board employees and feedback surveys using advanced scripting from script includes modules.
• Developed ESS (Employee Self-Service), HR Service Management portal for employees using HTML5, CSS3, JavaScript, Jelly Script and Bootstrap.
• Gathering requirements from clients by organizing the meetings and documenting the change requests.
• Configuration of Core ITSM (IT Service Management) Processes, Design and Development of Catalogs Items in Service Catalogs.
• Maintain the schema structure of CMDB, by creating Configuration Items (CI) and their relationships with Asset Management System tables in ServiceNow.
• Building HR Catalogs and Service Catalogs with different sets of Catalogs items available to different users.
• Creation and Maintenance of Knowledge Bases and Workflow processes for Knowledge articles.
• Creation of new layouts using UI Macros, UI Pages and use of UI Script techniques for ESS (Employee Self-Service).
• Handling XML files using parsing techniques to handle SOAP responses and Transform maps for target data loads using coalesce.
• Administration of Service Management processes based on ITIL.
• Customized and scheduled reports with the use of Reports module in ServiceNow instance.
• Password Enrolment and Password Reset Management processes for ESS users.

Environment: ServiceNow Eureka, Fuji, CMDB, CMS, JavaScript, XML, Jelly, SOAP, REST HTML, ITSM, ITOM, ITIL V3, CSS, ACL, Bootstrap, JIRA

Confidential

Software Engineer

Responsibilities:

• Requirements gathering by actively engaging in meetings
• Preparing the technical specification documents and the development of PLSQL Procedures and Web pages using HTML, CSS and JavaScript.
• Writing PLSQL procedures to maintain databases and schedule loading of datamarts used for reporting.
• Involved in data architecture related activities to analyse the business elements and design of database.
• Writing complex SQL queries for maintenance and all data analysis.
• Used Java, J2EE, JSP and AJAX calls in scripting different applications.
• Raising issues with database maintenance teams for any data related issues.
• Working on user requests for access to database schema and Database issues.
• Development of web pages using HTML, CSS and JavaScript.
• Loading of data using SOAP and REST web services using XML and JSON Parsers.
• Transforming the files and loading the data into tables using MS Access and other file loading techniques.
• Legacy manual processes for maintaining datamarts automated using PLSQL Procedures and functions.
• Performing Data Quality checks on the loaded data by using standard Data Quality rules.
• Project Management Tasks and Resource updates on user stories in JIRA.

Environment: HTML5, CSS3, JavaScript, XML, Oracle 10g, MS Access, SQL, PL/SQL, MySQL, Toad, SQL Developer

Confidential

Junior Developer

Responsibilities:

• Creating DDL statements like Create, Delete, Drop using Oracle 9i, 10G SQL.
• Writing complex Queries in Toad, SQL Developer to pull data form databases for data analysis.
• Creating Web pages using HTML, CSS, J2EE, JSP and Servlets.
• Application Development using Java and J2EE.
• Scripting using JavaScript to make the pages display dynamic results.
• Creating Packages, Procedures and Functions in Oracle using PL/SQL.
• Developed Triggers and Automated jobs for scheduled data loads.
• Working with clients in requirements gathering, Documentation of data elements and Analysis.
• Creating database scripts for creating necessary objects in MySQL, Oracle database.
• Preparing and execution of Test cases and interacting with users for UAT.
• Pulling the data from OLAP systems and preparing reports in MS Excel and MS Access.
• Preparing necessary documentation for all stages including Requirements, Test case results, Pre-Production and Post-Production release notes.

Environment: HTML, CSS, JavaScript, XML, Oracle 10g, SQL, PL/SQL, MySQL, Toad, SQL Developer