SUMMARY

• Overall 5+ years of professional IT experience with 3+ years of experience on ITSM applications.
• Experience working on ServiceNow as Administrator and Developer in different domains.
• Extensive experience on technical implementation of variousServiceNowmodules such as Incident, Problem, Change, Asset Management, CMDB (Configuration Management Database), knowledge, Request, Service Catalog, Custom Applications and Integrations.
• Implementation of ITSM modules in ServiceNow using ITIL framework principles with strong understanding of ITIL V3, Deep functional and technical knowledge of Service Now.
• Experience in implementation and generating Business Rules, Script Includes, Data Dictionary, UI Actions, UI Policies, Client Scripts, UI Actions and Validations Scripts inServiceNow using JavaScript and Glide System.
• Extensive experience in creating and maintaining Access Control Rules (ACL) for securing and providing the right access to role based applications.
• Experience in configuring Email notifications inServiceNow, Scheduled Jobs, Script Actions, and Events for any scheduled actions.
• Experience in Configuring existing workflows and creation of new workflows usingServiceNowgraphical workflow editor.
• Designing of various Service Catalog items using Designer and Record Producers and Defining workflows for the Catalog items, Approvals and Dynamic tasks in ServiceNow
• Knowledge in configuration of CMDB (Configuration Management), Asset management and use of Discovery and MID - Server installation inServiceNow.
• Development of Service Portal for all ESS users using UI Pages, UI Macros, Dynamic Blocks, HTML, CSS, JavaScript and Bootstrap.
• Expertise in doing CMDB bulk data loading using transform maps and transform scripts.
• Worked on integration of ServiceNow with External Authentication systems LDAP and SSO.
• Creation and maintenance of Critical Incident Reports and User Administration.
• 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).
• Experience working in third-party integrations using SOAP and REST web services, handling XML and JSON data.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes. Implementation and Enhancement of projects.
• Experience working with Waterfall, Agile and Scrum methodologies.
• Experience in developing, web based and standalone applications in J2EE technologies.
• Experience in web development and application development using HTML, JavaScript and CSS, J2EE.
• Very Good organizational, communication and documentation skills.
• Ability to work independently and as part of a group.

TECHNICAL SKILLS

ITIL ITSM Tools: Service Now, Geneva, Fuji, Eureka, Jira, JavaScript, HTML and CSS.

Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, JDBC, J2EE Servlets 023. And Java Beans

Scripting Language: Java Script, JQuery, Jelly, Ajax, and JSON.

Software Methodologies: SDLC, Agile, and Waterfall

Web Technologies: HTML, CSS, XML and Bootstrap

Application & Web Servers: Apache Tomcat

IDE: Service Now, Jira, Eclipse, Siebel, PL/SQLDeveloper and Visual Studio.

Databases: Oracle, My SQL 2005

Operating Systems: Windows XP/7-08, 10

PROFESSIONAL EXPERIENCE

Confidential - Fremont, CA

ServiceNow Developer/ Administration

Responsibilities:

• Currently Involved in Implementing Fuji and Geneva. Working on sub production instances Go - Live target is June.
• Implemented ITIL process including incident, problem, change, knowledge and CMDB for better ITSM on Service-Now.
• Responsible for Service-Now Administration, Discovery, CMDB design, process design, LDAPS integration, data imports, tool customization, troubleshooting, business rules, update sets, script analysis and RCA
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Identifies and Recommends the ITIL v3 methodologies to delivered technical methodologies around theServiceNowplatform.
• Created Technical design and architecture documents.
• Responsible for the development of change management using workflows, Business rule and client customization scripts. Automation of approvals and Change process was achieved by using task based approach with Run scripts in workflows and business rule and client scripting on the Record.
• Have developed the Workflow required for the creation of Knowledge article from submit to Approvals& process design for Incident and Problem management.
• Have worked on Email Notification to be handled in best possible way.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data intoServiceNow.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Created various front end forms.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Created various SLA as per client requirement with the Incident Management applications.
• Worked onRESTAPI as a third party application for Integration.
• Relationship mapping of CIs, ongoing troubleshooting of CMDB/CMS, data integration projects
• Created Update sets to migrated customizations from one instance to another instance.
• Extensively worked on integration with JIRAin service now.

Environment: Service Now Fuji/Geneva, Webservices, SOAP, XML, HTML, ITIL, SCRUM, Asset Management, Incident Management, Problem Management, HTTP, Java scripts, Jelly Script, REST, Workflows, SDLC.

Confidential - Seattle, WA

ServiceNow Admin/Developer

Responsibilities:

• Document development work as needed for implementation in Fuji (i.e., User Stories, Development and Scripting documentation, Status, etc).
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Written script includes and invoked them in business rules and client scripts.
• Developed Custom Application, Configured ACLs, Build reports, gauges, and home pages.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB inServiceNow.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plan.
• Created and edited knowledge articles such as a policy or release notes to share information across the organization.
• Developed various workflows for Catalog Items and Change Management Process
• Create new service catalog requests and items with variables and variable sets.
• Create and use update sets to move customizations between systems
• Search, populate, and customize the knowledge base
• Integrated LDAP directory to streamline the user login process to automate the administrative tasks, such as creating users and assigning them roles.
• Communicate technical problems and solutions to both technical and non - technical audiences.
• Writing Catalog client scripts and UI policies to make client side changes.
• Created Buttons and context menus both on form and lists using UI actions.
• Advise on options, risks and impacts on business processes and technical solutions.
• Worked on third party Web Services using SOAP Messages.
• Created UI Actions on the forms and given ACL's to the users.
• Participate productively in a Collaboration process as part of an agile scrum team.
• Strong understanding of ITIL and Service Management.
• Involved in writing of JavaScript, Jelly Script, and JQuery.

Environment: Service Now Fuji, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, CMDB and XML

Confidential

ServiceNow Developer

Responsibilities:

• Worked with clients to assess current state processes and tools defined Service Now requirements and developed and configured theServiceNowplatform.
• 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, and 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.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Created Data Sources from various external applications, scripts to parse incoming data and transform intoServiceNow.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team. develop new service catalog items and fix bugs in incident, problem and change management.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Managed ITIL Processes monitoring, overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNowwith other systems and customization.
• Involved in creating new groups and adding users to the groups inServiceNow.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.

Environment: ServiceNow Eureka/Dublin, CMDB, HTML, CSS, JavaScript, Web Services, ITIL, LDAP, SOAP, XML.

Confidential

ServiceNow Developer

Responsibilities:

• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Created Buttons and context menus both on form and lists using UI actions.
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Creation of Incidents and Service Requests for supported applications. First point analysis on tickets and assigning them to service line based on scope.
• Configured chat functionality for Service Desk ticketing queue and worked upon modules like Facility and HR Management.
• Created transform maps for importing CMDB data.
• Used MS Excel to create tasks indevelopermode using Visual Basic for applications (VBA)
• Written script includes and invoked them in business rules and client scripts.
• Took active part in data modeling and developed metrics reports as per requirements.
• Imported many CI's using import set tablesand Imported Active Directory to Service now using data sources.
• Also worked on Asset Management and loaded the data into it.
• Used Crossfuse for data extract which includes data report and schedule data report.
• Integrated Fire eye tool with Service - Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: ServiceNow Calgary/Dublin, CMDB, VBA, Siebel, MS Excel, HR Management, HTML, CSS, JavaScript.

Java Developer

Confidential

Responsibilities:

• Involved in the analysis, design, and development and testing phases of Software Development life cycle.
• Involved in business requirement gathering and technical specifications.
• ImplementedJ2EEstandards, MVC architecture using Spring Framework.
• Involved in building the Web Application using the Spring Framework by creating the DAOs.
• Implemented JSP and to design the user interface.
• Used Struts, JSP,JavaScript, HTML, and CSS for manipulating, validating, customizing, error messages to the User Interface.
• Extensively used CoreJavasuch as Exceptions, and Collections.
• Presentation Tier is built using the Struts framework.
• Used EJBs (Stateless Session beans) to implement the business logic.
• Involved in writing the ANT scripts to build and package and deploy the application.
• Developed the test cases using JUnit for unit testing.
• Wrote Web Services using SOAP for sending and getting data from the external interface.
• Backend application layer is implemented using EJB (EnterpriseJavaBean) in Weblogic Application Server environment.
• Created Stored procedures using PL/SQL for data modification (Using DML insert, update, delete) in Oracle.
• Interaction with Oracle database is implemented using Hibernate (ORM).

Environment: PL/SQL, JSP, JavaScript, J2EE, HTML, CSS, SOAP, MVC, EJB’s, Struts

Confidential

Java Developer

Responsibilities:

• Involved in developing Web Services (SOAP) to support internal and external requests.
• Performed Unit and system testing of application code as well as execution of implementation activities.
• Performed Identification, documentation and estimation of technical tasks of varying sizes and levels of complexity of the project.
• Worked with other internal IT teams to complete project activities (Architecture and Database teams).
• Used Web applications CSS, JavaScript and jQuery.
• Involved in different phases of SDLC and used LINUX/UNIX.
• Implemented Graphical User Interface design and also worked on HTML, DHTML, XML, XSL and CSS.
• Worked on database tools TOAD, SQL - Developer.
• Developed the application code using Java, J2EE and Struts.
• Participated and provided feedback in code analysis and reviews.
• Participated in department wide initiatives to address long term business, technical, and performance goals.
• Used Oracle stored procedures, triggers, functions and packages.
• Worked on HTML, CSS, JavaScript, Java, Spring MVC and WebSphere MS.
• Tested the application using Use cases and used Use cases for identify and clarify requirement and also agile methods for building the software.

Environment: HTML, DHTML, XML, XLS, CSS, JavaScript, Jquery, Java, J2EE, WebSphere MS, Spring MVC, LINUX/UNIX, TOAD and Struts.