SUMMARY

• Over 8 years of Experience in Information Technology, 5 years of experience exclusively in Designing, customization, enhancing, workflow configuration, integrating and supporting Service - Now suite of products such as Incident Management, Problem Management, Change Management, Asset and Service Request management systems.
• Professional experience with full project lifecycle development in Requirements analysis, Design, Development, Testing, Deployment and production support of software applications.
• Experience in utilizing Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management (PPM), Reporting, Gauges, Integration with Web Services Proficient in creating Access Control Rules (ACL). Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Extensively worked on Configuration and maintenance of UI Policies, Client Scripts, Business Rule, UI Action and Script Includes by using Glide Form, Glide System and Glide Record objects used by several other important objects.
• Experience in activities related to Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions and Approval Process.
• Hands on Experience in configuring and customizing all aspects of ServiceNow like UI actions, UI policy, Business rules, Data policies, Client scripts.
• Experience in working with Workflows, Import Sets, and Update Sets
• Proficient with Web Page Development utilizing HTML, CSS, Angular js, JavaScript, DHTML, XML, XSLT, and jquery.
• Experience in Email Integration, LDAP Integration, External Web services Integration (both SOAP based and REST based) in Service Now. work with the Python Requests library to interact with ServiceNow Web Service
• Imported data from various Data Sources using Import Sets and Transform Maps.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Involved in database designing by creating database objects such as Tables, Views, and Indexes and developed code in the mid-tier server integrating Service Now with other IT systems.
• Extensive experience of integrating service-Now with third party tools and implementation of SOAP and REST API.
• Used Azure ARM and AWS templates and to create resource blocks, blueprints, and catalog items.
• Update and maintain customized Service portal web pages in ServiceNow using Bootstrap and AngularJS JavaScript frameworks.
• Worked on Discovery and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Hands on experience on different Service Now environments starting from Eureka, Fuji, Geneva, Helsinki, Istanbul, and Jakarta.
• Extensive experience in various agile methodologies like Test Driven Development (TDD) & SCRUM.
• Problem Management where recurring issues are ticketed and discussed in the global meetings in regular intervals for enriched permanent solution.
• Experience in designing and implementation of workflows using Service Now workflow editor.
• Experience in Loaded assets into SNOW from third party system using Web Services and Import Sets.

TECHNICAL SKILLS

ITSM Tools: Service-Now versions Dublin/Eureka/Fuji/Geneva/Helsinki/Istanbul,ITSM Suite, HP Service Manager, HP Asset Manager.

Programming Languages: C, Java, JEE, SQL, PL/SQL

Operating system: Unix(sun-Solaris, HP),Windows

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Databases: Oracle 10g, My SQL

Web Technologies: HTML5, CSS3, Bootstrap, JavaScript, JQuery, JSON, Basic Jelly Scripting, AJAX, Angular JS.

Web Services: SOAP,REST,JSON

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, BigQuery,TOAD, MS Office, Dream-weaver

PROFESSIONAL EXPERIENCE

Confidential, Baltimore, MD

Sr.ServiceNow Developer/Admin

Responsibilities:

• Involved in SDLC Requirements gathering, Analysis, Design, Development and Testing of application using AGILE methodology (SCRUM).
• Work with business users to identify facilitate, and refine business requirements and workflow to enhance the ServiceNow additional self-service features.
• Debug issues related to performance of an application and discussed with performance Testers to optimize the performance using Rational Application Tester tool.
• Support the design of ServiceNow integrations and work with ServiceNow, Business partners and technical teams for implementation.
• Created Applications, Modules, Tables, and Columns as per the requirement specifications in ServiceNow.
• Involved in creating users, groups, roles and load the data to ServiceNow using import sets on daily, weekly Or requirement basis.
• Development of Service Catalog which includes creating new Catalog items, designing workflows and Execution plans.
• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
• Involve in migration between various environments in Service Now using update sets and import sets.
• Created Workflows, Sub flows and Tables on both Fuji and Eureka. Managed inbound and outbound Notifications in Fuji and Eureka.
• Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance.
• Create and configure Business Rules, Client Scripts, UI Policies, UI Actions and ACLs including advanced scripting of each.
• Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of Complicated Workflows to Simpler form.
• Developed Transform maps to map values between Import Set and Service Now tables.
• Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials.
• Configured SLA implementation in Incident and service catalog management (SCM) based on user defined parameters.
• Created Service Portal pages for the applications as per business requirements.
• Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board Presentation.
• Involved in upgrading version of ServiceNow from Fuji to Geneva with focus on Service Catalog and have Knowledge with patches for same version.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Installed mid Servers on remote desktop and conducted tests required for Discovery.
• Used Angular JS in Instance to make Dynamic Web page-apps in the CMS.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Worked on scheduling the report generation in ServiceNow as per the requirements.
• Used JUnit test cases & make sure the quality metrics using find bugs, code coverage.
• Implement bug fixes and performing root cause analysis.
• Worked on Glide AJAX and Glide Records for scripting and UI actions.

Environment: Service Now Fuji/Geneva/Eureka, Glide Ajax, Glide Records, HTML5, CSS, Angular js, Java Script, JSON, SOAP, Web services, MS SQL Server, Incidents, Agile.

Confidential, Durham, NC

ServiceNow admin/Developer

Responsibilities:

• Design and developed workflows, forms, scripts and underlying logic using SCRUM / Agile methodologies.
• Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current ServiceNow system.
• Developed ServiceNow platform including the creation and customization of the core applications such as Incident, Problem, Change and Service Catalog.
• Designed, configured, developed, and tested custom ServiceNow forms, tables, and workflows based on business requirements.
• Working with and functional requirements within ServiceNow for CMS, Service Catalog Management (SCM), Incident.
• Working with UI pages, UI Policies, workflow and Core Configuration
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables. Created notifications based on user requirements
• Configured inbound email actions to create incidents or requests.
• Worked on Custom Applications, Modules, Tables, and Views as per client's requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Wrote complex Access Control records to control access to sensitive data.
• Developed and managed application code, user interface, and third-party integration components
• Managed team of outsourced developers, ensuring deadlines are met and issues escalated in a timely manner
• Worked on installing Asset Management integration (AMI) tracking and mapped the data with cascading rules Managed data with Tables, Import Sets, and Update Sets.
• Provided technical mentoring and guidance to development team members to embed culture of delivering high-quality solutions.
• Configured Data Sources, Import Sets, SLA/OLA, LDAP and Transform maps.
• Experienced in developing web pages using Java Script, HTML, XML and AJAX.
• Performed Data migration to import data from other applications and external databases.

Environment: ServiceNow, JavaScript, CSS, xml, Html, CMDB, JavaScript, Apache jelly, REST, SOAP, Python, Linux.

Confidential, Bentonville, AR

Service Now Developer

Responsibilities:

• Analyzing and reporting data to team and assisting them in making management decisions.
• Created multiple applications for different Business Owners.
• Integration with Slack (Team collaboration tool) with service portal knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs for applications.
• Used Orchestration in Workflow as a Part of Integration to automate Project Creation outside Service Now.
• Create, modify and publish Workflows for multiple applications based on requirement.
• Gave access to end users to submit requests from Service Portal page.
• Created categories, sub-categories, items for the application and used them in Portal page.
• Created and utilized Update Sets to move all the work from one instance to another.
• Validated all the work by myself and also had UAT (User Acceptance Testing) by the Business to get their approval.
• Created multiple email scripts and used them in the email notifications as per business requirement.
• Worked on various defects which occurred before and after migration of work and fixed them .
• Prepared Design Documentation and Training Guide for Service Catalog Module and linked to Apache Confluence.
• Created Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists.
• Worked on building end-to-end applications for different business owners.
• Create multiple SLA’s and use them in the applications.
• Worked on business requirements and technical specifications for ITSM platform.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements and work flow has been created to support the Approval work flow and task assignment.
• Worked on fixing various incidents and used update sets to push the fixes from one instance to another.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.

Environment: Service Now, ITIL, CMS, Java Script, XML, SLA, Jelly Scripting, HTML, Agile, CSS, Ajax.

Confidential, Chester brook, PA

Service Now Consultant

Responsibilities:

• Designed the User Interface and Configured the Asset Management application to support ITIL and business processes.
• Worked with process owners to develop and implement workflow with approvals.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• MID Server Installation and Configuration for bi-directional communication between JIRA and Service-now and Discovery.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, Web Services, CSS, and 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.
• Created new service catalog requests and items with variables.
• Responsible for gathering requirements and customizing Business Service Catalogs.
• 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, and Knowledge management modules in Service Now platform.
• Responsible for Berlin Up gradation in ServiceNow and also involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Optimized and Monitored system performance and provided system statistics and reports to the Business.
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.

Environment: Service Now, ITSM, HTML, CSS, Service level Agreements, Service Catalogs, Web services.

Confidential

Java developer

Responsibilities:

• Analyzed business Requirements and Identified mapping documents required for system and functional testing efforts for all test scenarios by actively soliciting, analyzing and negotiating customer requirements.
• Developed Use Case diagrams, business flow diagrams, Activity/State diagrams.
• Configurated the application using Spring, Struts 2, Hibernate, Actions Classes, Java Server Pages.
• Configured Hibernate Struts and Tiles related XML files.
• Developed the application using Struts Framework that uses Model View Controller (MVC) architecture with JSP as the view.
• Developed presentation layer using JSP, Servlets, HTML, CSS, JQuery and JavaScript.
• Extensively used Spring IOC for Dependency Injection and worked on Custom MVC Frameworks loosely based on Struts 2.
• Developed J2EE components on Eclipse 3.5 IDE
• Used JDBC connectivity with callable statements to invoke the stored procedures.
• Worked on bug fixing of the developed application.
• Deployed the applications on Web Sphere Application Server.
• Used Oracle11g database for tables creation and involved in writing SQL queries .

Environment: Java, j2ee, Spring, HTML,CSS, Struts, Eclipse, Oracle 10g,Servlets, MVC, jsp, SQL.

Confidential

UI/Java developer

Responsibilities:

• Developed the User Interactive web pages in a professional manner using web technologies like HTML, CSS and JavaScript, jQuery.
• Developed various objects using Java and HTML and DHTML to maintain well-structured GUI and to interact with Controllers to get data from Oracle database
• Involved in development of HTML, prototypes and UI deliverables such as wireframes, flowcharts, screen mock-ups and interface design specifications.
• Worked extensively using CSS and Bootstrap for styling HTML elements.
• Responsible for transforming designed mock-ups to web pages.
• Oversaw the designing and development of web pages using PHP, HTML, CSS including AJAX controls and XML.
• Extensively used JBoss application server for developing, building and testing the application.
• Responsible for design and development of the web pages from mock-ups.
• Developed the unit testing scripts using Jasmine for testing the JavaScript code and automation of the tasks with Grunt/Gulp.
• Used SOAP and Restful Web services for transferring data between applications.
• Used JDBC to access database and developed Stored Procedures for executing SQL
• Involved in Design, Development, Testing and Integration of the application.
• Designed the Java Server Pages (JSP) that uses Style Sheets for customization.
• Developed stored procedures and triggers using PL/SQL to calculate and update the tables to implement business logic using Oracle database.
• Parsing of XML using SAX and DOM Parsers
• Developed using Struts Validation for validation of user input as per the business logic and initial data loading.
• Attended day-to-day meeting, status meeting, strong reporting and effective communication with project manager, developers and marketing team.

Environment: Java, J2EE, JSP, PL/SQL, HTML,XML, JavaScript, jQuery, AJAX, JSON, Struts, Oracle, XML, DOM, SOAP, Apache, JDBC, PL/SQL, CVS, Restful Web service.