SUMMARY

• Over 7 plus years of experience in IT with over 4 Plusyears of good experience on ServiceNow Development, Maintenance and administration. Experience on Service Now Software Development, Configuration and Core Process Automation.
• Experience in Service Management and Service Delivery Process. (ITIL Frame Work).
• Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, AJAX, HTML, XML and DHTML.
• Extensive experience on technical implementation of various ServiceNow modules such as Change Management,Asset, knowledge, Request, Incident Management, Problem Management, Service Catalog, Configuration Management& ESS Portals
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
• Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Configured LDAP Server, for pulling user and group data from Active Directory.
• Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script.
• Extensive experience of integrating ServiceNow with 3rd party tools and implantation of SOAP and REST API.
• Experienced in different custom applications for automating the business processes of customer.
• Experience in configuring email notifications in ServiceNow, UI Pages, UI Macro, Scheduled Jobs, Script Includes, Events.
• Configured SAML 2.0 Single - Sign-on authentication, OKTA Single Sign-on authentication.
• Universal interface for incident management and Configuration Management to be used by third party tools to integrated with Service-now and automate various processes
• Experience in application development using various advanced features of Oracle like Bulk Collect, Autonomous Transactions, Dynamic SQL, and Collections.
• Experienced in writing complex PLSQL Procedures or Functions using advanced PL/SQL concepts.
• Proficient working experience in SQL, PL/SQL, Stored Procedures, Functions, Packages, cursor, ref cursor, DB Triggers, table partition, Performance Tuning, SQL*Loader, and Indexes.
• Expertise in developing both Logical Modeling and Physical Data Modeling using Erwin.
• Extensively worked on Business Objects Administration. Uploaded the reports and created users and groups and setting the rights on them using Central Management Console (CMC).
• Provided assistance to clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis.
• Excellent work ethics, self-motivated, quick learner and team oriented.

TECHNICAL SKILLS

Operating Systems: Unix, Linux, Oracle Solaris, Windows, XP, Vista

Languages/ JS Libraries: C, SQL, HTML4-5, XML, JavaScript, Java,PHP, JSON, AJAX, ABAP, AngularJS,Backbone.JS, Node.JS

Database: MySQL5.0.1, DB2, Oracle11g, Microsoft SQL Server 2005, SSRS

BMC Remedy: Remedy ARS, Remedy ITSM Suite,Helpdesk, Change Management, SLA Management, Asset Management, Mid-Tier, CMDB, Remedy Import, Remedy Approval Server, Remedy Flashboards, SAML, Crystal Reports, Remedy Migrator, SSO, SOAP, Good understanding on Oracle and more.

Internet Programming: HTML4-5,HTTP, XML, CSS/3, AJAX, JSON, JQuery, jelly, Glide Scripting, Web Services(SOAP/REST), MVC

Software Tools: Make, GDB, DBX, Purify, Eclipse, Microsoft Visual Studio .Net 2008, MS Visio Val grind, MS Excel, SSRS, Tableau, Qlikview, MS office 2010

Service Now: Incident Management, Problem Management, Change Management, REST/SOAP, web services, LDAP Integration, Notifications, Asset management, CMDB and CMS.

Analyst: Microsoft Dynamics CRM 2015, Visio, Microsoft Office, WebEx, ServiceNow, MS SQL Server, Visio.

Software Methodologies: SDLC, Waterfall, Agile and Scrum.

PROFESSIONAL EXPERIENCE

Confidential, Minnesota

Service Now Developer/Admin

Responsibilities:

• Created many standard workflows which are being re-used and propagated.
• 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.
• Provide training on service-now process, operations and capability to all required teams.
• Involved in production support for all the Service-Now related issues.
• Worked with database team for designing, developing, implementing & supported QlikView dashboards.
• Hands on expertise in front-end development utilizing JavaScript frameworks such as Angular JS, jQuery as well as front end technologies HTML5, CSS3, Ajax.
• Integrated Twilio with ServiceNow for Voice Alert Notification using REST API.
• Hands on experience using DISCOVERY to load configuration information to CMDB
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Integrated Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Environment: ServiceNow Eureka/Dublin, Windows 11, HTML, CSS, XML, Oracle 11g, Toad, Jelly scripting, SQL*Plus, SQL*Loader, UNIX.

Confidential, TX

Service Now Developer/Admin

Responsibilities:

• 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.
• Developed solutions in the service-now platform that are ITIL V3compliant and defined business solutions for ITIL users.
• Designed and implemented new functionality using UI Policies and Data Policy.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Designing the Content Management System for Varian system which involved CSS and service catalog work.
• Designed many email templates by using HTML, XMLand Jelly Scripting and used them in notifications.
• Responsible for creating various workflowsfor Incident Management, Asset Management, Change Management, Service Requests and SLA's.
• Has been part of end user self-service portal management.
• Involved in design & development of web based application like Employee-Self-Service Portal (ESS) to give user to access their personal records & Payroll details.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• 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.
• Generating weekly reports and metrics for IT management.
• Configured metrics for indicating KPI of the Industry in different measure.

Environment: ServiceNow Eureka/Dublin, Windows 11, HTML, CSS, XML, Oracle 11g, Toad, Jelly scripting, SQL*Plus, SQL*Loader, UNIX.

Confidential, OH

Service Now Developer/Admin

Responsibilities:

• Active Involvement in Implementation, Customization and Maintenance of ITIL modules such as Incident, Asset, Change, Problem, Knowledge, Service Catalog in ServiceNow.
• Configure the LDAP Integration by integrating Active Directory to ServiceNow.
• Configure Altars application to bring asset related data into ServiceNow by using SOAP calls and API’s.
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured UI Page and UI Macro using the Jelly and JavaScript.
• Individually implemented Discovery Application for populating CMDB.
• Managed end user portal and created dynamic, static block for the Content Management System(CMS).
• Created and managed ETL script generation using QlikView Script Builder Application.
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Designed CSS based page layouts that are cross-browser compatible and standards-compliant.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Developed the administrative UI using Angular.js, JSON.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow). Configured multilevel approval workflow for the change request.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Managing ServiceNow (Change Management) ITILAutomate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Implemented the API's to read data from DB and generated an XML file to put it into the task pool.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Did performance tuning of the Service Nowand worked on System Diagnosis.
• Integrated Microsoft Translator with ServiceNow for translating the different string.

Environment: Service Now Berlin/Calgary, Windows10, Oracle 11g, WINSCP, SQL*Plus,JavaScript, Unix, Linux.

Confidential, TX

ServiceNow Developer/Admin

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Knowledge in AngularJS frameworks.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Designed, developed, and maintained the report portal which provides user access to scheduled reports and report parameters.
• Provided user training, guidance and instructions for information retrieval from Oracle databases.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the Service-Now and report related issues.
• Involved in basic SOAP message creation and Web service implementation.
• Implemented Social IT and Chat Application for the end user support.

Environment: ServiceNow Berlin, Business Objects XI R2, Oracle 10g, SQL Server 2005, UNIX.

Confidential, OH

Web Developer/ServiceNow Admin

Responsibilities:

• Worked on ServiceNow components such as Service Desk, Change Management, Asset Management, Knowledge Management, Mobility, and Service request Management.
• 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.
• Used scripting tools and ServiceNow functionality to create scripting used to automate routine tasks being done in ServiceNow.
• Using Jelly scripting to create pages, Templates, Navigation menus & content blocks in CMS.
• Involved in Unit Testing, User Acceptance Testing and Bug Fixing.
• Involved in the configuration of SSL to provide internet security.
• Wrote various queries using SQL and used SQL server as the database. Developed web pages and components using HTML and CSS and JavaScript.
• Familiar with ServiceNow Content Management System (CMS)
• Created business classes and base objects.
• Utilized JavaScript and JQuery to improve overall design and UI of campaign websites.
• Worked alongside backend Java programmers to troubleshoot Java Script related issues with front-end connectivity.
• Extracted data in UI for different clients using JSON format.
• Implemented client-side validations using JavaScript.
• Implemented AJAX to speed up web application.
• Used Web Developer, Firebug, and IE developer toolbar for debugging and browser compatibility

Environment: HTML, CSS, JavaScript, XML, JQUERY, JSON, Jelly Script, Windows.

Confidential

Jr Web Developer

Responsibilities:

• Design development of presentation layers using HTML, CSS, JavaScript and jQuery.
• Used JavaScript and JQuery for validating the input given to the user interface.
• Developed Mock-up designs as per the requirements of Business.
• Developed the complete HTML, CSS and JavaScript of the pages with emphasis on performance, accessibility (AA) and SEO standards.
• Implemented Performance Tuning to make the pages load fast and in an effective way.
• Implemented AJAX to speed up web application.
• Used JQuery extensively for event handling, DOM manipulation and cross-browser compatibility.
• Performed extensive unit testing (end-to-end) and prepared detailed test scripts as part of it

Environment: JavaScript, CSS, HTML, JQuery, XML, JSP, MVC, Windows.